Date Received: 2023-01-17
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I filed dispute for 7 charges made using my debit card, which I was not in possession of. I called PNC bank immediately after noticing the unusual transactions, at which point I realized Id lost my debit card. They canceled the card and got me a new one. However, after only 2 weeks of investigation, my claim was denied. XXXX of the charges also had the XXXX XXXX which when you XXXX, immediately comes up as fraud. Im trying to resolve this issue with PNC, however I am being given the run around and am not receiving any feedback.
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2023-01-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am a XXXX XXXX and I placed 2 travel alerts on my account as I have traveled XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Sunday, I was able to make 2 transactions and my card would not work. I was unable to log in as online banking was not working at that time. I called in and waited 45 mins for someone to fix my card. Went back to you it and it declined. Called in, had {$0.00}. Spoke to PNC online and was told I had to call in. I call and was transferred to the fraud department. I came in VERIFIED! Lady states she told me I had to come in previously, but I had not talked to her before. I explained i put XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, my only source is income is my debt card. She would NOT inform me of what was going on with my account. I explained I am well over 2 hrs from any branch. She still wouldnt let know what is going on with my account. I ask for a someone else. And explain whats going on they looked up my location and stated I open an account online but its going to take 3-5 because I need to sign paperwork that will only go to my house. I go back to the fraud department and say, I understand that I need to go to a branch to open an account but I have no access to my funds! I need to get gas, food, I have to pay for my place to stay, my account is frozen and I have come through verified. Please lift it so I can get money! She says nope you should look into a XXXX or XXXX or have someone send me money! I explain all my money is tied to my account, my XXXX comes from my account, I pay my bills with my account, I cant have anyone send my money because its frozen and the money is just sitting there. She tells me No, I cant help you! I ask for a manager and she says shes an manager and wouldnt provide with anyone else. The only thing she can do is take a complaint. I try to give a complaint, she puts me on hold and says, theres nothing she can do. So I say how do i finish my complaint, she tells me its finished. I asked her whats in it and she states something like customer states that she received a call from an agent pretending to be a PNC rep and customer gave away sensitive information and compromised her account I explained I never said that I never got any calls from PNC, not even the usual automated call to verify debt! I explain again I never called about anything of that because I never got a call and you wouldnt tell me what was going on! She states she put complaint through. I reached back out on XXXX XXXX and was told my complaint would Be sent to the escalation department but that could take 2-3 days. I am stuck with no access until I get to a branch well over 2 hrs away from with no way to get gas to get there or a way to get food and shelter after my time is finished. I am in XXXX, XXXX XXXXXXXX which is well over 2 hrs to the nearest branch
Company Response:
State: NJ
Zip: 08360
Submitted Via: Web
Date Sent: 2023-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Fraud or scam
Subissue:
Consumer Complaint: Around XX/XX/2022, I fell victim to a multi-layered scam operation run by XXXX XXXX XXXX which involved me making deposits for a total amount of XXXX USD from my PNC Bank account to a fraudulent investment firm.
Company Response:
State: TX
Zip: 77450
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: PNC Bank XXXX Wi XXXX XXXX XXXX employee of PNC Told me my mother set up an account that she wanted me to have after she passed away XX/XX/2012. XXXX formed me person to person that the money was not in the account anymore. I didnt know about the account my oldest sister XXXX XXXX XXXX did and possibly my oldest brother XXXX XXXX XXXX who were to over see the final requests of my mothers after she died. To this date I cant get it rectified with my siblings or PNC bank XXXX I no my sister was aware of the account she got angry with me when I questioned her after speaking with XXXX XXXX then. Where did the funds go! I was speaking with XXXX about car loan information that day and she informed me that the account was set up and I believe she knew the amount but said it was empty then. Then didnt say anything I immediately called my sister in Arizona to speak about it and XXXX XXXX XXXX XXXX XXXX XXXX for finding out the information on that account telling me I wasnt to have learned of the fact. XXXX XXXX XXXX
Company Response:
State: WI
Zip: 53095
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XX/XX/2023 I received a call from PNC XXXX Credit Card Security stating that a fraudulent purchase had been attempted on my card. The agent said the card was cancelled and they would send a replacement card in XXXX weeks. I protested that waiting that long would be a problem, I wanted the card overnighted. The agent said they'd send it via XXXX and I should have it within XXXX days. As of today, XX/XX/2023, I have not yet received the replacement card. I attempted to log onto PNC XXXX online account and could not. They wanted to set up a new account, but the id number they emailed kept being rejected as invalid. This went on at least XXXX times. I finally found and called the Customer Service number ( XXXX ). I explained the problem to the agent. He said my replacement card was still " being " processed '' and it would be at least XXXX weeks before it was sent out. I asked that, when the card was ready, that it be sent overnight. The agent said overnight was cut off. I said I was in a bad situation without a credit card. The agent said, in effect, that that was too bad for me. He blamed the credit card manufacturers. I was lied to by the first agent, and not helped at all be the second. This is not acceptable treatment for a customer. PNC cancelled the card, through no fault of mine and then simply stonewalled about making the situation right. Not acceptable!
Company Response:
State: OH
Zip: 44077
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: As it has been over a year since I started this dispute but I am still waiting for PNC Bank to have the negative/derogatory remark remove for my credit profile. In their last response they requested a letter from XXXX bank, I sent XXXX letter on XXXX which I received via fax from XXXX. On a cover letter 's subject line it it Clearly says that I never had any deposit account ( s ) and on the letter head it shows my credit account detail but PNC bank refuse to accept it. I sent a second letter on XXXX that says I don't have any checking/savings account with XXXX but PNC Bank representative XXXX XXXX still refused to accept the letter and requested a new letter stating that I Never had any account with XXXX Bank in order for them to process my request. I sent third letter that I received from XXXX bank on XXXX that says I Never had any checking/savings account with XXXX. I am still waiting for the response and relying on PNC Bank to resolve this issue and remove the the negative/derogatory remark from my credit profile. I have attach the email correspondence with PNC Bank representative XXXX XXXX that was working on this issue, in which she said in her last email that she will not have any update on his case. I am still waiting for the response but they have not responded back.
Company Response:
State: TX
Zip: 78728
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I have called multiple times and even went into the local branch. This bank not only closed my account but they also did not address my problems with fraud. I am a victim. someone used my card to make fraudulent charges and I notified them multiple times. This account is in direct violation with the 15 U.S CODE 1681. Under 15 U.S. Code 1681b Permissible purposes of consumer reports I never gave you any written consent to report anything on my consumer report.
Company Response:
State: AZ
Zip: 85085
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I had a check stolen and washed from my mailbox on XX/XX/XXXX. I checked my bank account online on Sunday XX/XX/XXXX, and I noticed that the check had been altered or " washed ''. I reported this to the PNC Bank the next day, XX/XX/XXXX. The woman I spoke too agreed that the check had been altered. I was advised to report the theft / alteration to the local law enforcement agency, which I did, also to report the incident to the Postal Inspector general, which I did, and fill out a " Affidavit of Altered Check ''. PNC Bank mailed me a blank form. I completed the form and had the document notarized, as requested and mailed the document to the PNC Bank XXXX in XXXX KY. I did all that I was instructed to do. I was told that " XXXX investigations '' could take between XXXX and XXXX days to resolve on the initial phone conversation. Then, nothing from PNC Bank. I called XXXX times for an progress report and was told that " the bank can not comment on going investigations. '' I was then told in late XXXX that the amount of time that was required for fraud investigations takes between XXXX and 120 days. I have a personal banker with PNC Bank, as I have been a long time customer. I spoke with " XXXX '' my personal banker in mid XXXX, she was of absolutely no help. She said that she called and left a voice mail on my cell phone, I did not have any indication that this was true an there was no voice mail. She then went on vacation until XX/XX/XXXX. I spoke to XXXX on XX/XX/XXXX, I was not satisfied with her comments and asked to speak to her supervisor. Her XXXX, " XXXX '' called back the next day. I was not satisfied with his answer of " sorry, this one fell thru the cracks. '' I asked to speak to his supervisor. I did receive a call earlier this afternoon from a female, I shared my frustration with the situation. She informed me that the {$650.00} from the washed check had been deposited in my checking account on XX/XX/XXXX. I checked and that was in fact true. Because of the XXXX XXXX during XXXX I missed the deposit. However, neither XXXX XXXX XXXX mentioned that the money had been returned in our phone conversation on XX/XX/XXXX and XXXX, XXXX. I wonder why? I believe that the left hand does not know what the right hand is doing and no one at PNC Bank communicates with others, and they are do not communicate with the victim/customer.
Company Response:
State: CO
Zip: 81007
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-12
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2022, I logged into my online account with PNC Bank and found a {$1500.00} withdrawal not initiated by me or my wife. I immediately called PNC Customer Service to alert them of this issue, as I strongly suspected that not only was the transaction fraudulent, but likewise reflected the strong possibility that I was a victim of identity theft. A scanned image of the withdrawal slip linked to this transaction, which shows my Social Security Number and account number handwritten on the slip, was captured by PNC and appended to my online account details. It clearly confirms that the transfer of funds occurred at a PNC branch - a suspicion I shared with the PNC agent. Later that same day, I received an automated email from PNC asking me to complete a customer satisfaction survey concerning my last " visit '' to a PNC branch. The message even identifies the location of the branch and first name of the teller who serviced their " client. '' The date of the visit ( XXXX ) referenced in the email likewise coincided with the day the fraudulent transaction was completed. I shared all of this information with the PNC associate who spoke with me, as well as the PNC Fraud Group via email, as it obviously opened up several avenues of investigation. But I received no response. Finally, after follow-up calls to PNC 's Customer Care unit the week after the incident, someone from their Office of the Customer finally got back to me. I was told the transaction was linked to one of the branch 's regular customers, who was on location to withdraw funds from his/her account. In short, the teller used the person 's Social Security Number to access their records in the PNC system, and inadvertently transposed two of the SSN digits. It seems the incorrect SSN turned out to match mine exactly, so my account came up and the withdrawal was completed against my balance. This made no sense to me. So the teller didn't notice that the name/address on my account was not that of the person seeking the withdrawal? And no form of physical ID was requested, or protocols in place for such a large cash transaction? If the teller entered the SSN incorrectly - my SSN, as written on the slip - how is it possible that my account matched it and was accessed in the PNC system? And no consideration was given to the possibility of client/teller collusion? I remain quite suspicious. At a minimum, it points to gross negligence on PNC 's part. And it still doesn't resolve my concerns over the possibility of identity theft, as my SSN and account number were clearly printed on the withdrawal slip. To make matters more concerning, per the advice from one of the credit reporting agencies- one of several parties I contacted to initiate fraud alerts and other security protocols, I reached out to local Law Enforcement to file a police report. Much to my dismay, follow-up attempts by LE to contact PNC 's Fraud Unit were proving to be unsuccessful. Since my discovery on XXXX, I've insisted on receiving more details in writing from PNC related to their investigation of this incident. When I finally had the opportunity to speak to PNC 's VP/Security Manager, this person admitted she was unaware of the documented evidence in the case, namely, the actual withdrawal slip and the survey I received via email a day after the incident. Nor did this individual know the location of the branch and the name of the teller involved- despite the fact that these docs were attached to my prior correspondence that the VP was copied on. Since 10/7, I've insisted on receiving a copy of the investigator 's report. What I was sent instead was communications from a Customer Care Manager restating the " inverted SSN digits '' explanation. And an email from the EVP of Customer Experience, which offered further details that were incoherent at best - and even contradicted what the Manager had stated in his letter. In aggregate, this experience and lack of transparency, as evidenced by PNC 's refusal to provide me with a copy of the field investigator 's report, has undermined my confidence in any investigative work PNC may have completed to-date. And it calls into question whether anything of real consequence has been pursued to address this gross negligence and/or potential identity theft in the hope that I would eventually just go away, since the {$1500.00} was returned to my account. It also makes one wonder if PNC is purposely suppressing details of their findings for fear of consequences of some kind - all at my expense. As a start, my primary interest over the near term is to receive a copy of the investigation report findings- redacted if necessary. Assuming such a record even exists. If not, a written summary of what transpired - something far more lucid than the emails/letter I've received, which includes a statement of how things were resolved, would suffice. Restitution for jeopardizing the security of my personal information could then best be determined from there. Certainly, more than the one year 's worth of credit monitoring PNC offered seems warranted in this case. Given my experience and what has transpired since this incident came to light, I'm likewise concerned for other PNC customers who, when using PNC banking services, may encounter issues similar to mine, and their potentially damaging consequences. That is why I've felt compelled to reach out to you to intervene, investigate and remediate this matter.
Company Response:
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-12
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX around XXXX I made a check and cash deposit at the ATM, I have made big deposits before so I have never had anything like this happen to me. When I deposited the checks everything was okay but when I made the cash deposit ( {$700.00} to be exact ) the machine locked up and the screen went blank and asked me to call PNC. I waited at the ATM until I got a representative on the phone to see if they could send someone out to get my money. They advise me I could leave and that the money will be counted and replaced into my account. Come XX/XX/XXXX PNC then takes the {$700.00} out my account saying no error was found? I called my local branch they are getting the escalation department involved but in the meantime the customer service rep files a second dispute. On XX/XX/XXXX after XXXX of playing phone tag with the escalation department I am then told since the second dispute has been filed we will need to wait for the outcome. PNC bank has access to all of my information and now I feel like they are holding my business funds and this is not okay. I also have to wait an additional XXXX days for this outcome. I need to report this bad business practice so others can know what to do it this happens to them.
Company Response:
State: OH
Zip: 43207
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A