Consumer complaint received 2024-05-28 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: FL

Complaint narrative:
On XX/XX/XXXX - XXXX was sent to XXXX XXXX via XXXX due to fraudulent activity. was advised he was in the PNC fraud dept. and would be handling my account. My XXXX account, XXXX XXXX and PNC acct had all been compromised. At the time I did due diligence to verify caller and unaware I was speaking with a fraudster. 

Transaction ID : XXXX XXXX XXXX PNC Case # XXXX Requested name of bank that money was transferred to and did not receive adequate resolution from Bank. Just denied my claim. 

Fraud occurred on XX/XX/XXXX - {$4000.00} was taken from XXXX XXXX and applied to XXXX XXXX and XXXX was sent via XXXX to a XXXX XXXX. My XXXXXXXX XXXX  was compromised and all my information in XXXX XXXX was compromised and XXXX XXXX locked out. 

XX/XX/XXXX - called branch bank at XXXXXXXX XXXX and XXXXXXXX XXXX  - total call time was 45 min. 
I called to discuss situation and made appt to go into the branch to cancel old acct and set up new acct. Met with XXXX XXXX on XX/XX/XXXX - VP of the Local Branch. He helped file fraud claim. In discussing scam/fraud I requested that PNC bank put a stop on the XXXX transaction and identify receiving bank to notify them of fraud. This was never done. {$1000.00} was pending on my account at that time. I thought my claim was in good hands at that time. 
On XX/XX/XXXX spoke with XXXX. She was to req the XXXX temp be put in my account so I could pay bills due on XXXX as the scammers had taken every dime I had in both XXXX XXXX and PNC on XX/XX/XXXX. My account was frozen and the deposit that hit my account on XX/XX/XXXX was also frozen and I had no access to any funds. She would have the fraud dept handle and call me on Monday XXXX so I could pay my bills.. 

XX/XX/XXXX - XXXXXXXX XXXX - called and got transferred around. Got transferred to XXXX and then XXXX and additional transfers in regards to my claim for 55 min! Then transferred again to XXXX in Online Banking. She filed dispute and advised 10 days and would request a rush. Case # XXXX XXXX. 

XXXX - XXXX XXXX min. Called PNC and was transferred around again Spoke with XXXX to unfreeze and refreeze my old account and get my funds moved to new account. 

XXXX received letter of denial which was 6 days from initial filing. I never spoke with anyone in the fraud dept. Basically because I made the XXXX transaction it was my fault and case closed. 

XX/XX/XXXX - spoke with XXXX XXXX - Branch VP and he re-elevated my concerns and requested to reopen the fraud case. I advised I felt I wasnt taken seriously and had no communication from PNC unless I initiated it. 
XX/XX/XXXX - XXXXXXXX XXXX  - XXXX min- Was called by XXXX from fraud dept. First time I talked to anyone. She was XXXX, blamed me as I DID IT and did not listen to my concerns. She had done nothing but regurgitate the reason for the denial. I also spoke to XXXX who was supposedly a manager. She created a new case # XXXX and said she would elevate. 

( In working with XXXX to get all my XXXX products recovered, accounts frozen that were associated with XXXXXXXX XXXX, a new XXXX ID as my ID was stolen, I learned more details due to the Fraud that occurred at the same time with XXXX XXXXXXXX XXXX by the same people. I updated my police report accordingly. I also learned that the fraudsters attempted to take that XXXX and apply to my XXXX XXXX and it was denied. ( On a side note/ the fraud with XXXX XXXX XXXX resolved and I got my XXXX back. The PNC process has been nothing but difficult and unsuccessful in managing this claim. ) I requested PNC to have the claim reopened again. Spoke with XXXX XXXX my local branch VP. I also sent an email to his supervisor XXXX XXXX XX/XX/XXXX. 

I took the initiative to contact XXXX XXXX and his manager which is the Regional VP. They both have been the saving grace of me not moving my business to date. They were caring, understanding and Heard my concerns. He requested to have the case reviewed again. 
NOTE : I am very concerned about having my money at PNC as obviously I have no protection with the bank in the event of fraud/scams, etc. Every bank I have worked with looks out for their customer in these cases. I dont feel like PNC is vested in doing whats right, especially in these type of situations.

Frankly, outside of the two bank VPs I have been treated very poorly! 

I again did more research on my own and contacted XXXX ( I had asked PNC to do this and do some investigation ). Their policy is to review the case and if it is possible to reverse the charges and get my money back. I requested this at the onset of the initial fraud/scam when I opened the case with PNC as funds were pending day after fraud/scam. Nothing was done. 

I called XXXX and they said if I had done the transaction thru their mobile app they could help me. Because it went thru PNC BANK XXXX I had to go thru PNC bank as they can not see the transactions which occurred at the bank level. They were very understanding and helpful to educate me on next steps. 
XX/XX/XXXX - spoke with XXXX XXXX - 20 min- and he again elevated the concern and said he would follow up with me in which he did. 

XXXX - ( XXXX XXXX XXXX XXXX XXXX - XX/XX/XXXX - ( XXXX XXXX XXXX XXXX ). He and I spoke and again his hands were tied and case denied. He elevated concern to your dept Executive Client Relations. 

Ultimately PNC denied my fraud claim for XXXX. I did file a police report, other money taken was resolved with XXXX. PNC was not helpful and refused to do any research to help me identify the bank that accepted the XXXX pmt so I could file a claim with that bank due to fraudulent activity. I am not out the XXXX due to the scam. I highly recommend not banking with PNC as they did nothing but indicate it was my fault. I was scammed and now lost XXXX.

Company response to consumer: Closed with explanation