Consumer complaint received 2026-03-29 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: PNC Bank N.A.
State: GA

Complaint narrative:
Subject : Formal Complaint Improper Denial of Fraud Claim and Failure to Conduct Reasonable Investigation ( {$3500.00} ) I am filing a formal complaint regarding PNC Banks handling and denial of my fraud claim involving unauthorized transactions on my account. On the XXXX, XXXX unauthorized XXXX transactions totaling {$3500.00} ( {$3000.00} and {$500.00} ) were sent from my account. I did not authorize these transactions. In addition, there were XXXX earlier unauthorized XXXX transactions to the same individual in the amounts of {$20.00} ( XXXX ) and {$80.00} ( early XXXX ). At the time, I was unaware that these transactions were part of fraudulent activity. I now understand that these transactions were also unauthorized and part of a scam involving a person I do not know. This brings the total amount of unauthorized transactions to {$3500.00}. I reported the fraud immediately in person at a PNC Bank branch on the XXXX. A bank teller assisted me and notified the fraud department at that time. I was later informed that my claim had been denied. I was not contacted directly by the fraud department, did not receive a written denial letter, and was not provided a detailed explanation of how this decision was made. The only justification provided was that I had previously sent XXXX small XXXX payments ( {$20.00} and {$80.00} ) to the same individual. I have since clarified that I do not know this individual and that these transactions were also unauthorized and part of fraudulent activity. Additionally, during a follow-up discussion, I was informed that the disputed {$3500.00} transactions were not sent from my mobile device. Despite this critical information, the claim was still denied without a reasonable explanation or further investigation. This raises serious concerns that PNC Bank did not conduct a reasonable or thorough investigation into whether my account was compromised. PNC Bank has not provided any documentation demonstrating that it reviewed essential information such as : * Device used to initiate the transactions * IP address or geographic location * Login or access history * Authentication methods used to approve the transactions Instead, the denial appears to be based on incorrect assumptions and incomplete information. Additionally, I was not provided provisional credit for the disputed amount while this matter was under review. Under the Electronic Fund Transfer Act ( Regulation XXXX ), financial institutions are required to conduct a reasonable investigation into unauthorized electronic transactions, provide written explanations of their findings, and issue provisional credit if the investigation is not completed within required timeframes. I am also concerned that my access to mobile banking was restricted without notice during this process, which limited my ability to monitor my account and respond appropriately. Based on the above, I am formally disputing PNC Banks denial of my claim and requesting the following : XXXX. A full and proper reinvestigation of all disputed transactions totaling {$3500.00} XXXX. Written documentation and evidence used to determine that these transactions were authorized XXXX. A written explanation addressing how transactions not initiated from my device were determined to be authorized XXXX. Reimbursement of the full {$3500.00} taken from my account XXXX. An explanation for the restriction of my account access without notice I maintain that these transactions were unauthorized and that my account XXXX have been compromised as part of a fraud scam. This situation has caused significant financial hardship, and I am requesting immediate regulatory review and resolution to ensure compliance with federal consumer protection laws. I expect a prompt response with full documentation and next steps.

Company response to consumer: Closed with monetary relief