Consumer complaint received 2025-04-09 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: MI

Complaint narrative:
On XX/XX/XXXX I called PNC Bank after noticing a charge on XX/XX/XXXX for a charge of {$27.00} in my checking account. After checking the remainder of the month I started to notice a pattern. I immediately called PNC Bank to find out where this charge came from. The representative on the line was very nice and seemed to be there to help me find out why I had multiple unauthorized payments coming out of my account. She determined that there had been fraudulent activity dating back to XXXX of XXXX. She then indicated that she would immediately get all charges and international purchase fees disputed with provisional credits and made sure that I knew that this case would be sent to the dispute team to review. 

These fraudulent charges came from many different sources all located in XXXX and all for relatively small amounts. 
These charges included but are not limited to : ( All will be shown on the PDF docs I am attaching to this claim ) DEBIT CARD PURCHASE XXXX XXXX.XXXX XXXX AM {$25.00} XXXX XXXX & XXXX XXXX XXXX XXXX XXXX {$0.00} DEBIT CARD PURCHASE XXXX XXXX XXXX XXXX XXXX AM {$35.00} On XX/XX/XXXX I received XXXX letters notifying me that the provisional credits for the charges from XXXX totaling over {$1000.00} were going to be taken back as " the dispute was not filed in a timely manner ''. I immediately called back and spoke with another representative on XX/XX/XXXX. She then proceeded to tell me that because the first charge from the claim was dated in XXXX of XXXX they would not be able to help me. She stated that PNC has a restriction that they can not refund any disputed charges filed on the same claim if the original charge dated back XXXX  days.. They then took all of the refunded money from my account and now it is in the negative {$580.00}. 

The original representative did not tell me anything about the XXXX days window from the first charge rule, to which, the second representative told me they don't have to disclose that because it is listed in the original agreement ... in the fine print. I responded to her with " Why did she then waste all of that time filing a dispute on XXXX charges when she knew they wouldn't be approved?! "... to top it all off.. I NEVER RECEIVED A SINGLE FRAUD ALERT FROM MY COMPANY. When I initiated the call regarding the unauthorized charge, it took their representative all of XXXX seconds to figure out that all of these charges were coming from another company. The company that I entrust with my money did not catch it or send any sort of notification that there may be some fraudulent activity in my account, not in XXXX or XXXX ( As displayed in my attachment you can see that all alerts are turned on in my account ) As the consumer, I 100 % understand that we have certain responsibilities to manage our own checking accounts. It is obvious that we should be checking our statements for random things that do not line up. I do check these statements and being that these charges were so small, few and far between, they were missed. I would have had to rely on my financial institution to at least send a text or email that said " Hey, are you in XXXX right now? '' so it could have been XXXX in the XXXX. Then you tack on that the dispute process was extremely misleading AND that they are using a subtext in a XXXX page agreement from years ago to back up that they don't have to disclose the information at the time of filing the dispute is absolutely disgusting. I would have NEVER wasted my time being a customer or filing the claim to begin with. I work in insurance handling some of people 's most life altering choices and if I said to my customer " Yeah! go ahead and file the claim! ", knowing full well that the claim would be denied leading to a rate increase, my customers would XXXX XXXX XXXX and XXXX  XXXX. This is unacceptable

Company response to consumer: Closed with explanation