Consumer complaint received 2026-03-29 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: OH

Complaint narrative:
On XX/XX/XXXX my daughter called me because her checking account had been emptied. She had XXXX fraudulent withdrawals attempted on her account within XXXX minutes XXXX am on XX/XX/XXXX. XXXX of those charges of {$490.00} went through and were for XXXX from XXXX XXXX. The other XXXX charges were not processed, but both were from foreign countries. This is a joint account with my daughter. She attempted to call PNC to close her card but was at work and couldn't stay on hold longer than the XXXX minutes she was on the phone. PNC 's loss prevention dept. called her at XXXX am and XXXX am that morning ( but due to being at work she wasn't able to answer- see evidence below in attachments ). As soon as she returned home that afternoon we called PNC to dispute the charges and close her card. We were told she couldn't dispute them until they actually went through her account. She also received OPT codes from a non-PNC XXXX digit short code number that she didn't respond to ( and was the same XXXX digit code that PNC acknowledge was fraudulent in XXXX when she had a fraudulent charge on her account that PNC refunded and acknowledged as fraud ). She was not even aware of the texts or voicemails had come to her phone until I ( mom ) went through her phone when we were on the call with PNC on XX/XX/XXXX. On Wednesday XX/XX/XXXX the charges had posted and we called and disputed them. We filed the dispute on her account and the dispute letter denying that it was fraud came soon after. It was said that customer verified the purchases ( see attached letter ). I then called PNC to escalate the dispute and offered the evidence we have that this was fraudulent and that she did not confirm purchases, PNC declined to accept my evidence throughout this whole process. I requested ( in XXXX ) for PNC to send me the documents used to make their determination that it was not fraud and was told it would be sent in the mail. I have now requested this documentation ( per Reg- XXXX ) at least XXXX times and have been resent the same letter with the same XX/XX/XXXX print date each time. The last one was postmarked XX/XX/XXXX but the letter was dated XX/XX/XXXX. I have spent about XXXX hours on the phone with people trying to fight these fraudulent purchases as well as gone into XXXX different beaches to resolve it. I have gotten no further information since that XX/XX/XXXX letter and have been told there is nothing that I or the individuals at PNC I speak with can do to help me to get the information I legally have a right to or further escalate this within PNC. My last resort was to send a letter to PNC headquarters in XXXX. I was told there is no person or department to send it to, just address it to headquarters and they will know who to give it to. I sent that letter on XX/XX/XXXX. I do not have any confidence that this will be addressed any further than it has already. I would like the money to be returned to my daughters account. I would like to have ALL the documentation that was used to determine that it was verified. I would like to know that customers in the future will have the ability to navigate this process in a way that shows PNC cares about following the law and caring for their customers basic rights within their cooperation. Please see the letter below that I sent to corporate.

Company response to consumer: Closed with monetary relief