Consumer complaint received 2024-01-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: PNC Bank N.A.
State: LA

Complaint narrative:
I am writing to file a formal complaint against PNC Bank, N.A. and debit card administrator, XXXX XXXX XXXX XXXX XXXX XXXX, concerning their egregious mishandling of a debit card fraud incident that occurred on XX/XX/2023. Despite my immediate notification of the lost or stolen debit card within 12 hours, the unauthorized cash withdrawal transactions totaling {$6700.00} have not been refunded, and my requests for resolution have been consistently ignored by the issuer.

During the prescribed 10-day investigation period, as outlined in the Debit Card Agreement ( attached ) and pursuant to Regulation E of the Electronic Fund Transfer Act ( EFTA ) , I made efforts to communicate with the issuer regarding provision credits and the status of the investigation. Shockingly, I was informed by a representative that, due to the card administrator not being a bank, they were allegedly not obligated to provide customers with the same level of fraud remediation as a bank. Furthermore, I was advised that no additional information could be provided until a letter was sent through physical mail after the completion of the 10-day investigation. 

Approximately two hours before the conclusion of the investigation period on XX/XX/XXXX, I received a call from a case investigator, identified as " XXXX. '' The investigator was combative and adversarial, stating that a text message confirmation for the transactions was sent the phone number associated with the account. I stated that phone was also lost or stolen, specifically citing that it was replaced at XXXX XXXX. central time on the day of the fraud. The investigator did not request that I provide any additional evidence, nor did she provide me with an explanation for a pending denial of my claim. 

On XX/XX/XXXX, I received a written denial ( attached ) from the issuer without any accompanying explanation. Subsequent attempts to contact the case investigator proved futile, prompting me to compile a detailed memorandum containing facts, surveillance evidence, and invoices that indisputably place me in a different city during the unauthorized transactions. This memorandum ( attached ) was promptly submitted via fax. 

Confirmation of receipt of the fax was received on XX/XX/XXXX in an email ( attached ) from the case investigatoXXXX. However, this communication contained a misrepresentation of my responses during the phone inquiry and false accusations of my failure to communicate the loss of my phone. Despite my repeated requests for evidence or documentation used to deny my fraud claim, the investigator has failed to respond and has not provided the requested documents. 

Further, XXXX XXXX XXXX XXXX ( XXXX XXXX ) and XXXX XXXX XXXX XXXX have arranged with XXXX XXXX XXXX XXXX XXXX XXXX and PNC Bank, N.A. for the issuance of the XXXX XXXX XXXX to customers of XXXX XXXX. The convoluted communication channels involving XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, and ultimately PNC Bank, N.A. have further complicated issue resolution. A XXXX XXXX fraud representative has advised me to proceed with a regulatory complaint against XXXX XXXX XXXX XXXX division due to these ongoing challenges. 

Thank you for your prompt attention to this serious issue.

Company response to consumer: Closed with explanation