Consumer complaint received 2025-12-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: PNC Bank N.A.
State: NC

Complaint narrative:
Issue : Unauthorized electronic check transaction, account takeover activity, contradictory investigation findings, and failure to credit returned funds Desired Resolution : Credit of funds, lost interest, and written accounting Complaint Description I am filing this complaint regarding PNC Banks failure to resolve an unauthorized electronic check ( e-check ) transaction that occurred as part of an account takeover, and its failure to credit funds that were returned to PNC more than 30 days ago. 
This issue was reported to PNC nearly 60 days ago. 
In early XXXX, my account was accessed without authorization. PNC access activity and transaction history show a pattern consistent with account takeover, including : Unauthorized logins Internal transfers from savings to checking on XX/XX/year> Creation of an unauthorized ACH transaction on XX/XX/year> Repetition of this process XXXX additional times Escalation to a bill-pay check Addition of multiple new bill-pay payees for future processing These actions were not performed by me. 
During multiple phone calls with PNCs fraud department, multiple representatives independently stated that they observed account logins originating from Texas and California, which were inconsistent with my location and travel history. I specifically called back multiple times to confirm that these representatives were not mistaken, and each time I was told the same information. 
However, the completed dispute documentation later provided by PNC states that only familiar logins were observed. This conclusion directly contradicts the representations made by multiple members of PNCs fraud department earlier in the investigation. PNC has not explained this discrepancy or reconciled the conflicting information. 
Despite this documented activity, Executive Client Relations representative XXXX ( works for XXXX XXXX ) stated with 100 % certainty that my identity was not stolen. This determination conflicts with the access activity, transaction sequence, and earlier fraud department statements. 
An Affidavit of Forgery was submitted to PNC approximately 30 days ago. 
The originating institution has confirmed that the funds from the unauthorized e-check were returned to PNC or a PNC-affiliated clearing account more than 30 days ago. My account has not been credited, and PNC has not provided documentation showing where the returned funds were applied.

This matter has been under review by PNC Executive Client Relations for over 30 days. Multiple requests for written status updates and documentation have gone unanswered by Executive Client Relations representatives XXXX XXXX, XXXX XXXX, and XXXX. Local PNC branch representatives have also been unable to assist or provide explanations. 
Additionally, each dispute related to the unauthorized e-check was processed using a different and incorrect account number, which I reported multiple times without response. Any investigation based on incorrect account information is inherently unreliable. 
PNC may attempt to classify this transaction as outside Regulation E. Regardless of classification, the following facts are undisputed : The transaction was unauthorized An Affidavit of Forgery was submitted PNCs own personnel provided conflicting accounts of login activity The funds were recovered and returned to PNC or a PNC-controlled clearing destination PNC has retained the returned funds for over 30 days without crediting my account PNC has failed to provide a written accounting of the returned funds PNCs investigation relied on incorrect account information PNCs failure to credit returned funds or provide a clear accounting constitutes improper handling of an unauthorized transaction and a failure to resolve an error, whether analyzed under Regulation E, the Check 21 Act, or UCC Articles 3 and 4.

As a result of PNCs prolonged failure to resolve this matter, I have lost interest on the funds during the period PNC has retained them and have experienced ongoing financial harm.

Requested Resolution I am requesting that PNC : 1. Immediately credit my account for the full amount of the unauthorized e-check 2. Pay lost interest for the period the funds were retained by PNC 3. Provide written documentation showing the return path and final disposition of the funds 4. Reconcile and explain the contradictory fraud investigation findings 5. Correct the dispute record and close the matter with a written explanation 6. Provide written confirmation that the transactions were determined to be unauthorized, that I bear no liability for them, and that no adverse reporting, account abuse designation, or negative internal or external reporting has been or will be made as a result of this incident.

Company response to consumer: Closed with explanation