Consumer complaint received 2023-12-29 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: PNC Bank N.A.
State: MD

Complaint narrative:
Since XXXX, I have been a loyal member of PNC bank being very satisfied with their services until this past year. In XX/XX/XXXX, fraudulent activity occurred on my debit card of a {$1000.00} transfer through XXXX, despite not having a XXXX account. Thankfully, the PNC fraud department called me directly and after answering all pertinent questions, the transaction was immediately disputed. Being concerned with how someone was able to create a XXXX account under my banking account, I went into PNC XXXX where the representative XXXX XXXX assisted me in changing my online banking username and password and obtaining a new debit card with no further actions being necessary. On XX/XX/XXXX, I was at work when I received a call from PNC ( photo attached ) asking me the same questions I was asked in XXXX, in addition to, if I was attempting to wire transfer {$4300.00}. I immediately said no and explained how a similar situation happened to my account earlier in the year. Throughout the XXXX minute phone call, the PNC representative instructed me to use the PNC Mobile Banking App to transfer the money into a secure account while the fraudulent department worked to dispute the transaction. I was assured that my money would be safe and taking the steps instructed was necessary since it was a wire transfer which I have never sent before. That same night, the {$4300.00} was removed from my account and never replaced. XX/XX/XXXX, I went into the PNC XXXX XXXX branch and spoke with representative XXXX XXXX. He found there was an unknown phone number attached to my online banking account to which we removed. We disputed the wire fraud charge, froze all banking accounts, and again, I obtained a new debit card and changed my online banking username and password. After not hearing any updates regarding my case, on XX/XX/XXXX, I went into the PNC XXXX XXXX branch where I was informed the investigation was still ongoing. This time I obtained an entire new banking account and debit card. XX/XX/XXXX, I received a letter in the mail from PNC stating " no error has occurred '' and I would not be granted a refund. After calling and being transferred to multiple PNC employees, I demanded to speak with a higherup who is more equipped to my situation. After two months, I was finally able to speak to a case manager, XXXX XXXX, who allowed me to fully explain my case and told me I would hear from the fraudulent department shortly. XX/XX/XXXX, I was contacted via email by PNC fraudulent investigator, XXXX XXXX XXXX, who took on my case. After many emails back and forth, XXXX XXXX XXXX informed me the wire transfer was sent to a XXXX XXXX account using my name and address. XX/XX/XXXX, I went into XXXXXXXX XXXX in XXXX XXXX to gather more information. Although PNC and XXXX are able to see the account the money was transferred into, I was told they can not give me any further information since it is not my account. After five months of phone calls, going to multiple PNCs, submitting disputes, and speaking to a PNC investigator who granted false hope that the fraudulent wire transfer would be resolved, on XX/XX/XXXX, I received an email from XXXX XXXX XXXX stating neither PNC or XXXX XXXX is going to refund my {$4300.00} back due to the fact the funds were utilized immediately so there is no money to be sent back. I was then advised to contact the police. How is it that the PNC fraud department was vigilant in noticing the fraudulent activity that occurred in XXXX but was not suspicious of a large amount of money wire transferred from an account that has never sent one and had previous false activity recently? I have exhausted all of my options even though it is clear this is a fraudulent wire transfer. I give full permission to contact XXXX XXXX to trace the PNC phone call and am willing to answer any and all further questions. Thank you for your time and consideration for inquiring into my complaint against PNC Bank.

Company response to consumer: Closed with explanation