Consumer complaint received 2026-01-06 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: MI

Complaint narrative:
To the Consumer Financial Protection Bureau, I am submitting this complaint regarding PNC Banks repeated and improper denial of my fraud dispute and its failure to conduct a fair, reasonable, and timely investigation into unauthorized debit card transactions on my account. 

On XX/XX/year>, at approximately XXXXXXXX XXXX., I received a fraud alert text message from PNC Bank regarding suspicious transactions on my debit card. At that time, I was at work, physically confined to my desk during my scheduled shift from XXXX XXXX XXXX XXXX XXXX I immediately responded that the charges were not authorized and called PNC without delay to report the fraud. 

The disputed charges included transactions at XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX, and XXXX XXXX. My debit card was shut down immediately, leaving me without access to funds. According to PNC Banks stated Zero Liability Policy, unauthorized charges are covered when reported promptly. I complied fully with this requirement. 

Despite this, PNC denied my claim less than one week later, stating the reason for denial was that I have a history of shopping at these merchants. This rationale is unreasonable and contradicts the fact that PNC itself identified these transactions as potentially fraudulent while I was at work. 

Further concerns include the following : Charges were included in PNCs findings that were not listed in the original fraud alert. 
A charge of {$100.00} appears twice, indicating a duplicate transaction that has never been corrected. 
A second dispute was opened around XX/XX/year>. 
I received a dispute letter dated XX/XX/year>, but it was not delivered to me until XX/XX/year>, even though the letter stated my account would be debited on XX/XX/year>. 
On XX/XX/year>, I escalated the matter again, provided detailed information, and supplied a police report number. 
I received additional denial letters, including XXXXne dated XX/XX/year>, and a final denial on XX/XX/year>, citing that the debit card chip was used. 

PNCs conclusion that the use of a chip proves authorization is unsupported. My card was in my possession at all times, and I was physically at work during the transactions. I did not approve or conduct these purchases. 

PNC failed to consider readily available evidence, including : My consistent work schedule during the time of the transactions My established spending pattern, which typically occurs after XXXX p.m., once I am off work Employment records and time documentation, which I can provide upon request I have repeatedly requested copies of the documents and evidence PNC relied upon to deny my dispute, but PNC has failed to provide them. Without this information, I can not understand or challenge their determination. 

As a result of PNCs actions, approximately {$300.00} in unauthorized charges were permanently removed from my account. PNC has failed to comply with its own policies and with consumer protection requirements related to error resolution and fraud investigations. 

I am requesting the CFPBs assistance to ensure : XXXX. A fair and thorough reinvestigation of the disputed transactions XXXX. Disclosure of all evidence and documentation relied upon by PNC XXXX. Reimbursement of all unauthorized and duplicate charges XXXX. Confirmation that PNC complies with applicable consumer protection laws I am seeking resolution and accountability. PNCs repeated denials, inconsistent explanations, and lack of transparency have left me without recourse despite timely reporting and full cooperation. 

Thank you for your assistance. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation