Consumer complaint received 2024-05-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: PNC Bank N.A.
State: VA

Complaint narrative:
XXXX fradulent charges occurred XXXX day after the other for my account- using the debit cards. 
My XXXX is authorized account holder as well. However she does not have copy of my debit card nor her own, only XXXX card. The card was with me at time it happened. 
Noticed the XXXX pending charge from XXXX XXXX and XXXX Sunday night, XX/XX/XXXX. My XXXX called rt away but was told to call back on Monday, and needed to wait to till it was posted. Next day Monday XXXX, she called again. Filed report. Called again Monday nt when I saw a XXXX pending charge. Total charges for the XXXX transactions equal {$56.00}. For someone like myself, elderly and alone, this is a pretyy significant amount esp when only get XXXX check. My XXXX asked about blocking the vendor but was told can't do that and it should be fine since card was canceled and XXXX was ordered. 
Again was told told to call back since charge was pending still. XXXX alled on XXXX again after everything was posted. Got a provisional credit at that time till investigation was completed. 

We received a letter from PNC dated XX/XX/XXXX stating that case was closed and they found no fraud and that they were reverting the credit and taking the money out of account again. The letter also falsely stated that we must fule calim within 60 days and that we didnt do thatm 60 days handt even gone by, not even 30 days had gone by. We filed the claim immediately. The letter also said we have right to request documentation they used to make their determination. We found out that this was all false info when my XXXX  called immediately. She was told they found out that the card was used in the store, that card was presented for the transaction. She requested for the documentation that wss mentioned in the letter. The cautomer service rep assisting her talked to the investigation team. He was told that there is no documentation, documentation was vendor stating that card was present. He also asked about the letter and why put false information. Basically he was told that its a template they just use for all investigations doesn't matter if it applies or not. Thats just just ridiculous and appaling. The customer service rep also agreed PNC was wrong for doing this. He agreed that it is possible for current chip cards to be cloned. My XXXX  refiled and requested to speak to a XXXX. She received a call from a so called XXXX. It was hard to believe she was a XXXX when she didnt even know about the letter template. Stated current chip cards cant be cloned. But alll you have to do is google it..the savy scammers can fugure out anything. My XXXX  had fraud charge where his bank was adamant that he used the card and no fraud..he lives in XXXX and hadn't traveled..and the charge happened in person at fas food place in XXXX  So it definitely can happen. 
We refiled claim. We've opened up the case against fraudulent charges 4 times with PNC. each time we get the same letter template with false info. My XXXX  was waiting for someone to contact me to get further information from me but no one did ever ask for additional info and it seems the case just get closed automatically each time. 
XXXX of times she called to file claim sge asked how she can get info that we had over to them. The customer rep gave her email address - XXXX as soon as you send get automated response saying its not used for fraud. My XXXX  specifically requested someone to call me to cofirm they received the info and call to discuss the info submitted. We bever did receive call. When the claim was denied again without looking at the info my XXXX resubmitted XXXX I called again requeating a manager. A case manaage called this time who just repeated same things and said chip card couldn't be cloned and said my info submitted will not be looked at. Said my XXXX should work the with vendor and maybe have police help to get vendor to submit info. 
She called the vendor who had ignored the calls. She requested to see any video showing I was in store and copy of receipt with my signature. Havent heard a peep from vendor. 

The info i submiited was driving history from XXXX App that we use for our family for location sharing. It shows a driving history to show each location the person has been no matter who drove or passenger. The bolded address shows the place where person actually stopped at and went to. I tried to attach the screenrecord from XXXX XXXX here but the size is too big. I would be happy ro provide upon request. Instead i did some screenshots. 
Place where fraud occurred is XXXX XXXX and XXXX in XXXX  according to bank statement and custormer reps. All anyone to needs to do is google place to locate address. I had previous fraud charge at same store but at XXXX location. Last year found out that my identity was compromised. Even since theres been mutille fraud charges. 

I did not go into thjs store to purchae anything as they're claiming. 
I also have XXXX so clearly wouldn't be stepping foot into this store. I was XXXX who drove him places the alleged days and also have severe XXXX and will not be stepping foot into this places. 
PnC only going by vendor 's word but refuses to acknowledge their long term customer. 
My XXXX have been a PNC customer for long time. They had brought me into it due to bas customer service with previous bank and especially how they've handled fraud charges in the past. Jokes on us it seema

Company response to consumer: Closed with explanation