Consumer complaint received 2026-06-10 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: PNC Bank N.A.
State: FL

Complaint narrative:
On XX/XX/XXXX, I became aware that something unusual was happening with my bank account. While I was at work, I began receiving text messages and phone notifications containing security codes and authentication requests that I had not initiated. At the time, I was not attempting to log into my online banking account, make any transfers, change any account settings, or conduct any banking activity. Because I was occupied with work responsibilities, I was unable to immediately investigate the issue in detail. However, I recognized that receiving security codes without requesting them could indicate that someone was attempting to access my account. As the day continued, I became increasingly concerned when I noticed activity involving my account that I did not recognize. Once I returned home from work, I immediately contacted PNC Bank to report what I believed was fraudulent activity. During my conversation with the bank, I learned that unauthorized changes had been made to my account information. Specifically, the phone number associated with my account had been changed without my knowledge or authorization. This discovery confirmed my suspicion that an unauthorized individual had gained access to my account. The fact that my phone number had been altered is particularly important because it appears that the individual who gained access to my account used this change to bypass security measures and gain control over account communications. By changing the phone number, the individual prevented me from receiving important security notifications and may have enabled themselves to receive authentication codes intended to protect my account. During my call with PNC Bank on XX/XX/XXXX, I informed the representative that I had not authorized any of the transactions in question and that I believed my account had been compromised. The bank initiated a fraud claim and dispute regarding the unauthorized transactions. I acted immediately upon discovering the issue and did everything within my power to notify the bank and protect my account. In addition to contacting the bank, I also contacted local law enforcement on the same day. A police report was taken documenting the incident. My goal was to ensure that the matter was formally investigated and that there would be an official record showing that I reported the fraud immediately upon discovering it. I understood the seriousness of the situation and wanted to cooperate fully with both the bank and law enforcement authorities. After the initial report, I waited for the banks investigation to be completed. Several weeks later, I contacted PNC Bank to obtain an update regarding the status of my claim. At that time, I was informed that the claim had been denied. According to the explanation provided to me, the bank concluded that the transactions were not eligible for reimbursement because they involved XXXX transfers and because the transactions were allegedly authorized. I strongly disagree with that conclusion. I did not authorize these transactions. I did not initiate the transfers. I did not approve any changes to my account information. Most importantly, I reported the incident immediately after discovering it. The fact that a third-party payment platform such as XXXX was used does not change the fact that the underlying account access was unauthorized. After receiving notice of the denial, I contacted law enforcement again to follow up on the status of the investigation. During that conversation, I learned that a new detective had been assigned to the case. The detective informed me that little or no meaningful investigation had been conducted previously and that additional investigative steps would now be necessary. As a result, I was advised that the investigation would continue and that further time would be required before any conclusions could be reached. More recently, I received a letter from PNC Bank explaining the basis for the denial of my claim. The letter indicated that the bank relied on what it described as a historical pattern of use in determining that the transactions were authorized. I was extremely concerned and frustrated by this explanation because it does not address the key facts surrounding the account takeover. The critical issue is not whether I have used my account or XXXX in the past. The critical issue is that unauthorized access occurred, my phone number was changed without my permission, authentication codes were generated that I did not request, and fraudulent transactions were conducted while I was actively attempting to stop the unauthorized activity. These facts strongly suggest that my account security was compromised by someone other than myself. I subsequently contacted both PNC Bank and XXXX seeking additional information and assistance. Unfortunately, each organization directed me back to the other. XXXX advised that PNC Bank possesses the investigative information and account records. PNC Bank, meanwhile, emphasized that XXXX is a third-party service. As a result, I have been left without meaningful answers regarding who accessed my account, how the unauthorized changes occurred, where the funds were sent, and why my claim was denied despite the evidence that an account takeover occurred. I respectfully request a complete review of this matter. Specifically, I request that all records related to the investigation be reexamined, including account access logs, IP addresses, device information, phone number change records, authentication records, transaction details, and any evidence relied upon to conclude that the transactions were authorized. I also request that the bank consider the fact that I reported the fraud immediately, filed a police report, cooperated fully with all requests, and consistently maintained that I did not authorize these transactions. My objective is simple : to determine where my money went, identify the individual responsible for accessing my account, and recover the funds that were taken without my authorization. I believe the facts support my position that this was an unauthorized account takeover and not a transaction that I knowingly or willingly approved.

Company response to consumer: Closed with explanation