I have been banking with PNC Bank for a little under a year now and must say I have had a positive experience thus far. This weekend, I was balancing my checkbook and comparing amounts that I have spent with amounts that have posted and were on a temporary hold from my account and I came across two transactions that were not mine. One was for $329.92 to a Grocery store chain in PA, I live in MD, and another was small, $10.50 listed as a miscellaneous purchase in Sheepshead Bay, in Brooklyn NY. Both purchases were made Saturday 8/5/06.
I immediately called customer service to explain that the 2 transactions were not mine. The representative told me that she would take the hold off of my account for the purchases. She also informed me that if this grocery store submits a receipt to PNC, then I would have to file a dispute. Not 1 minute after I hung up with the rep., I received another call from PNC Bank Card Security verifying my purchases. I explained to this person that these 2 charges were not mine. She told me that since they were only on a temporary hold and have not yet posted that it was no problem. She saw that the initial hold was reversed and she left instructions for those amounts to not be paid. She assured me that I would not be held accountable for those charges as I had swiped my card a local restaurant 10 minutes before my duplicate card was swiped in PA, approx 2.5 hours away. She was able to determine that a duplicate card was made because it was swiped and not manually entered. She also told me to cancel my debit/check card, I had to call customer service back to cancel.
I called customer service for a 2nd time and the rep and cancelled my card. I was instructed that a new card would be sent out within 5-7 business days. On Tuesday morning, 8/8/06, I noticed that both charges posted to my account and the funds withdrawn again. I immediately called the customer service dept and was told that I would need to file a dispute and it would take up to 10-15 business days for the funds to be provisionally credited back to my account.
I was so upset because I feel PNC should hold some accountability with regards to protecting my money and me. They were informed BEFORE the amount cleared my account that the charges were fraudulent and a receipt was even submitted from this grocery store that did not match my signature.
I have called the 3 credit bureaus and placed a fraud alert on them, but I am wondering if this standard banking procedures to hold your money, which the bank never paid out, while a fraud report is filed. It is unnerving enough to have this happen but for the bank to treat me as the criminal is unacceptable. If anyone has experienced this issue I would be anxious to hear from you.
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