{"id":"pnc","page":"https://escalate.alexgaoth.com/#/c/pnc","html":"https://escalate.alexgaoth.com/c/pnc/","generated":"2026-10-15","company":{"id":"pnc","name":"PNC Bank","aliases":["pnc","pnc financial","pnc virtual wallet","pnc bank na"],"sector":"bank","parent":"The PNC Financial Services Group, Inc.","website":"https://www.pnc.com","official_domains":["pnc.com"],"security":{"never_asks":[{"kind":"policy","claim":"PNC will never call you to ask for a one-time passcode, username or password.","source":"https://www.pnc.com/en/security-privacy/identify-pnc-text-messages.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC will never ask for your card PIN by phone or by text to validate it.","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC may sometimes ask you to reply to a text message, but it will never ask you to click a link in a text.","source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send text messages from 10-digit phone numbers that look like they come from PNC. PNC lists the short codes it texts from on the same page.","source":"https://www.pnc.com/en/security-privacy/identify-pnc-text-messages.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudsters spoof email addresses, text links and phone numbers so that emails and texts appear to come from a trusted source, including PNC.","source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A text with a one-time passcode that did not follow your own contact with PNC customer service can be a sign of fraud. PNC says to contact its Customer Care Center.","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, or screenshots of suspicious texts, that claim to be from PNC","value":"abuse@pnc.com","purposes":["fraud"],"source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"PNC Bank, National Association is a national bank (OCC).","channels":[{"id":"banking-phone","type":"phone","label":"Personal deposit accounts (1-888-PNC-BANK); also lost or stolen debit card, fraud victims and identity theft","value":"+1-888-762-2265","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Ask for the PNC Victims Assistance Program for identity theft.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"card-services-phone","type":"phone","label":"Personal credit cards; disputes and unauthorized card use","value":"+1-800-558-8472","hours":"Live and automated account information 24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","notes":"Business credit cards use +1-800-474-2101.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"banking-international-collect","type":"phone","label":"Personal deposit accounts, international collect","value":"+1-412-803-7711","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"card-international-collect","type":"phone","label":"Personal credit cards, international collect","value":"+1-412-803-7787","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"disclosed-info-phone","type":"phone","label":"Responded to possible fraud or disclosed personal information","value":"+1-800-762-2035","purposes":["fraud","account_access"],"access":"human_only","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"},{"id":"debit-dispute-online","type":"portal","label":"Dispute a debit card or checking transaction in Online Banking","value":"https://www.pnc.com/en/customer-service/card-management.html","purposes":["transaction_dispute","unauthorized_charge"],"access":"login","notes":"Sign on to Online Banking, select Help, then Manage Accounts, then Dispute a Transaction under Checking and Savings. Credit card disputes are by phone or at a branch.","source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Forward suspicious emails, or screenshots of suspicious texts","value":"abuse@pnc.com","purposes":["fraud"],"source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"},{"id":"card-billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"PNC Bank, N.A., P.O. Box 1802, Dayton, OH 45401","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-mail","type":"mail","label":"Credit card arbitration opt-out (within 45 days of account opening)","value":"PNC Bank, P.O. Box 1802, Dayton, OH 45401, Attn: Arbitration Opt Out","notes":"You can also opt out by calling 1-800-537-7374. Send written notice by first class or certified mail, return receipt requested.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"},{"id":"branch","type":"in_person","label":"PNC branch (credit card disputes, lost or stolen cards)","value":"https://locator.pnc.com/en/search","purposes":["transaction_dispute","unauthorized_charge"],"access":"human_only","source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"banking-phone"},{"rung":"written_complaint","channel":"card-billing-rights-mail","note":"For card billing errors write within 60 days. PNC does not publish a complaint form or complaint mailing address on its contact pages."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"PNC credit card agreements contain an arbitration provision with a 45-day opt-out."}],"playbooks":[{"issue":"transaction_dispute","summary":"Contact the merchant first. Dispute debit transactions in Online Banking; dispute credit card transactions by phone or at a branch.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Contact the merchant first; PNC says this can sometimes give a quicker result."},{"do":"For a debit card, sign on to Online Banking, select Help, Manage Accounts, then Dispute a Transaction.","channel":"debit-dispute-online"},{"do":"For a credit card, call PNC credit card services or go to a branch.","channel":"card-services-phone"},{"do":"If PNC does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"PNC says you can dispute a credit card transaction by calling PNC or going to your local branch.","issues":["transaction_dispute"],"source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Call PNC immediately and report the card lost or stolen in the app or Online Banking.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call PNC at once.","channel":"card-services-phone"},{"do":"In the mobile app, go to More, Cards, View Card Details, Replace Card, then choose that the card was lost or stolen. In Online Banking, go to Cards, Card Actions, Report Card Lost or Stolen."},{"do":"If PNC does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"PNC says that if you think someone has used your card without your permission, call PNC immediately at 1-800-558-8472.","issues":["unauthorized_charge","fraud"],"source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call the fraud victim line and report phishing to abuse@pnc.com.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call 1-888-PNC-BANK and say you are a fraud victim. For identity theft, ask for the PNC Victims Assistance Program.","channel":"banking-phone"},{"do":"If you responded to a possible scam or disclosed personal information, call the disclosure line.","channel":"disclosed-info-phone"},{"do":"Forward suspicious emails, or screenshots of texts.","channel":"phishing-email"},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if PNC does not act.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"PNC states that neither PNC nor Zelle offers purchase protection for payments made with Zelle.","issues":["fraud"],"source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"}]},{"issue":"fee_reversal","summary":"Check the Low Cash Mode rules for Virtual Wallet, then ask for a reversal.","evidence":["statement showing the fee","balance history","deposit times"],"steps":[{"do":"For Virtual Wallet, check whether you were given at least 24 hours to bring the Spend balance to $0 before the fee."},{"do":"Call and ask for a reversal.","channel":"banking-phone"},{"do":"Complain to the CFPB if the fee breaks the account terms.","regulator":"cfpb"}],"facts":[{"kind":"fee","claim":"With Low Cash Mode on Virtual Wallet, PNC charges a maximum of one $36 overdraft item fee per day and a $0 non-sufficient funds fee.","issues":["fee_reversal"],"source":"https://www.pnc.com/en/personal-banking/banking/services/low-cash-mode.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Low Cash Mode gives at least 24 hours to bring the available Spend account balance to at least $0 before overdraft fees are charged.","issues":["fee_reversal"],"source":"https://www.pnc.com/en/personal-banking/banking/services/low-cash-mode.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC states that no consumer accounts charge a non-sufficient funds (NSF) fee.","issues":["fee_reversal"],"source":"https://www.pnc.com/en/personal-banking/banking/services/overdraft-solutions.html","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Write to PNC's billing rights address within 60 days of the statement; a call alone does not protect your rights.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Send a letter with your name, account number, the dollar amount and why you believe it is wrong.","channel":"card-billing-rights-mail"},{"do":"If the error is not fixed, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"The PNC credit card billing rights notice says to write within 60 days after the error appeared on your statement; if you only call, PNC is not required to investigate.","issues":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"You may opt out of the PNC credit card arbitration provision by calling 1-800-537-7374 or by written notice; PNC must receive it within forty-five (45) days after the account is opened.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"Contact the merchant before disputing; PNC says this can sometimes lead to a quicker resolution.","issues":["transaction_dispute"],"source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"}],"known_blockers":["Credit card disputes cannot be filed online; PNC lists phone or branch only.","Online debit disputes need sign-in to Online Banking.","PNC does not publish a complaint form, complaint mailing address or executive office channel on its contact pages."]},"playbooks":{"transaction_dispute":{"company":{"id":"pnc","name":"PNC Bank","sector":"bank","website":"https://www.pnc.com","account_url":null},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Contact the merchant first. Dispute debit transactions in Online Banking; dispute credit card transactions by phone or at a branch.","evidence":["statement showing the charge","receipt or order","record of contact with the merchant"],"steps":[{"do":"Contact the merchant first; PNC says this can sometimes give a quicker result."},{"do":"For a debit card, sign on to Online Banking, select Help, Manage Accounts, then Dispute a Transaction.","channel":{"id":"debit-dispute-online","type":"portal","label":"Dispute a debit card or checking transaction in Online Banking","value":"https://www.pnc.com/en/customer-service/card-management.html","purposes":["transaction_dispute","unauthorized_charge"],"access":"login","notes":"Sign on to Online Banking, select Help, then Manage Accounts, then Dispute a Transaction under Checking and Savings. Credit card disputes are by phone or at a branch.","source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"}},{"do":"For a credit card, call PNC credit card services or go to a branch.","channel":{"id":"card-services-phone","type":"phone","label":"Personal credit cards; disputes and unauthorized card use","value":"+1-800-558-8472","hours":"Live and automated account information 24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","notes":"Business credit cards use +1-800-474-2101.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"}},{"do":"If PNC does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"banking-phone","type":"phone","label":"Personal deposit accounts (1-888-PNC-BANK); also lost or stolen debit card, fraud victims and identity theft","value":"+1-888-762-2265","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Ask for the PNC Victims Assistance Program for identity theft.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"card-services-phone","type":"phone","label":"Personal credit cards; disputes and unauthorized card use","value":"+1-800-558-8472","hours":"Live and automated account information 24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","notes":"Business credit cards use +1-800-474-2101.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"debit-dispute-online","type":"portal","label":"Dispute a debit card or checking transaction in Online Banking","value":"https://www.pnc.com/en/customer-service/card-management.html","purposes":["transaction_dispute","unauthorized_charge"],"access":"login","notes":"Sign on to Online Banking, select Help, then Manage Accounts, then Dispute a Transaction under Checking and Savings. Credit card disputes are by phone or at a branch.","source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"},{"id":"card-billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"PNC Bank, N.A., P.O. Box 1802, Dayton, OH 45401","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-mail","type":"mail","label":"Credit card arbitration opt-out (within 45 days of account opening)","value":"PNC Bank, P.O. Box 1802, Dayton, OH 45401, Attn: Arbitration Opt Out","notes":"You can also opt out by calling 1-800-537-7374. Send written notice by first class or certified mail, return receipt requested.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"},{"id":"branch","type":"in_person","label":"PNC branch (credit card disputes, lost or stolen cards)","value":"https://locator.pnc.com/en/search","purposes":["transaction_dispute","unauthorized_charge"],"access":"human_only","source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"PNC says you can dispute a credit card transaction by calling PNC or going to your local branch.","issues":["transaction_dispute"],"source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may opt out of the PNC credit card arbitration provision by calling 1-800-537-7374 or by written notice; PNC must receive it within forty-five (45) days after the account is opened.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"policy","claim":"Claims and defenses (12 CFR 1026.12(c)): when a merchant does not resolve a dispute about property or services bought with a credit card, the cardholder may assert against the card issuer all claims (other than tort claims) and defenses from the transaction, and may withhold payment up to the amount of credit outstanding for that purchase plus related charges. The issuer may not report that withheld amount as delinquent until the dispute is settled or judgment is rendered.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"Claims-and-defenses limits: the cardholder must first make a good faith attempt to resolve the dispute with the merchant, the purchase must exceed $50, and it must have occurred in the same state as the cardholder's current designated address or within 100 miles of it. The $50 and location limits do not apply when the merchant is the card issuer, is controlled by or controls the issuer, is a franchised dealer in the issuer's products, or got the order through a mail solicitation the issuer made or took part in.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"official","text":"Contact the merchant before disputing; PNC says this can sometimes lead to a quicker resolution.","issues":["transaction_dispute"],"source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"banking-phone","type":"phone","label":"Personal deposit accounts (1-888-PNC-BANK); also lost or stolen debit card, fraud victims and identity theft","value":"+1-888-762-2265","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Ask for the PNC Victims Assistance Program for identity theft.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors write within 60 days. PNC does not publish a complaint form or complaint mailing address on its contact pages.","channel":{"id":"card-billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"PNC Bank, N.A., P.O. Box 1802, Dayton, OH 45401","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"PNC credit card agreements contain an arbitration provision with a 45-day opt-out."}],"known_blockers":["Credit card disputes cannot be filed online; PNC lists phone or branch only.","Online debit disputes need sign-in to Online Banking.","PNC does not publish a complaint form, complaint mailing address or executive office channel on its contact pages."],"security":{"official_domains":["pnc.com"],"never_asks":[{"kind":"policy","claim":"PNC will never call you to ask for a one-time passcode, username or password.","source":"https://www.pnc.com/en/security-privacy/identify-pnc-text-messages.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC will never ask for your card PIN by phone or by text to validate it.","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC may sometimes ask you to reply to a text message, but it will never ask you to click a link in a text.","source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send text messages from 10-digit phone numbers that look like they come from PNC. PNC lists the short codes it texts from on the same page.","source":"https://www.pnc.com/en/security-privacy/identify-pnc-text-messages.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudsters spoof email addresses, text links and phone numbers so that emails and texts appear to come from a trusted source, including PNC.","source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A text with a one-time passcode that did not follow your own contact with PNC customer service can be a sign of fraud. PNC says to contact its Customer Care Center.","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, or screenshots of suspicious texts, that claim to be from PNC","value":"abuse@pnc.com","purposes":["fraud"],"source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":26},"verified_from":{"page":26},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 26 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"PNC Bank, National Association is a national bank (OCC).","warnings":[]},"unauthorized_charge":{"company":{"id":"pnc","name":"PNC Bank","sector":"bank","website":"https://www.pnc.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Call PNC immediately and report the card lost or stolen in the app or Online Banking.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call PNC at once.","channel":{"id":"card-services-phone","type":"phone","label":"Personal credit cards; disputes and unauthorized card use","value":"+1-800-558-8472","hours":"Live and automated account information 24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","notes":"Business credit cards use +1-800-474-2101.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"}},{"do":"In the mobile app, go to More, Cards, View Card Details, Replace Card, then choose that the card was lost or stolen. In Online Banking, go to Cards, Card Actions, Report Card Lost or Stolen."},{"do":"If PNC does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"banking-phone","type":"phone","label":"Personal deposit accounts (1-888-PNC-BANK); also lost or stolen debit card, fraud victims and identity theft","value":"+1-888-762-2265","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Ask for the PNC Victims Assistance Program for identity theft.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"card-services-phone","type":"phone","label":"Personal credit cards; disputes and unauthorized card use","value":"+1-800-558-8472","hours":"Live and automated account information 24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","notes":"Business credit cards use +1-800-474-2101.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"banking-international-collect","type":"phone","label":"Personal deposit accounts, international collect","value":"+1-412-803-7711","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"card-international-collect","type":"phone","label":"Personal credit cards, international collect","value":"+1-412-803-7787","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"debit-dispute-online","type":"portal","label":"Dispute a debit card or checking transaction in Online Banking","value":"https://www.pnc.com/en/customer-service/card-management.html","purposes":["transaction_dispute","unauthorized_charge"],"access":"login","notes":"Sign on to Online Banking, select Help, then Manage Accounts, then Dispute a Transaction under Checking and Savings. Credit card disputes are by phone or at a branch.","source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-mail","type":"mail","label":"Credit card arbitration opt-out (within 45 days of account opening)","value":"PNC Bank, P.O. Box 1802, Dayton, OH 45401, Attn: Arbitration Opt Out","notes":"You can also opt out by calling 1-800-537-7374. Send written notice by first class or certified mail, return receipt requested.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"},{"id":"branch","type":"in_person","label":"PNC branch (credit card disputes, lost or stolen cards)","value":"https://locator.pnc.com/en/search","purposes":["transaction_dispute","unauthorized_charge"],"access":"human_only","source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"PNC says that if you think someone has used your card without your permission, call PNC immediately at 1-800-558-8472.","issues":["unauthorized_charge","fraud"],"source":"https://www.pnc.com/en/customer-service/card-management.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may opt out of the PNC credit card arbitration provision by calling 1-800-537-7374 or by written notice; PNC must receive it within forty-five (45) days after the account is opened.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The issuer can hold the cardholder liable only if the card is an accepted card, the issuer gave adequate notice of the maximum potential liability and of how to report loss or theft, and the issuer provided a means to identify the cardholder or authorized user.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If state law or the cardholder agreement sets lower liability, \"the lesser liability shall govern\". When an issuer gives 10 or more cards to employees of one organization, the issuer and the organization may agree to different liability terms, but an employee can still be held liable only as this section permits.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"banking-phone","type":"phone","label":"Personal deposit accounts (1-888-PNC-BANK); also lost or stolen debit card, fraud victims and identity theft","value":"+1-888-762-2265","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Ask for the PNC Victims Assistance Program for identity theft.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors write within 60 days. PNC does not publish a complaint form or complaint mailing address on its contact pages.","channel":{"id":"card-billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"PNC Bank, N.A., P.O. Box 1802, Dayton, OH 45401","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"PNC credit card agreements contain an arbitration provision with a 45-day opt-out."}],"known_blockers":["Credit card disputes cannot be filed online; PNC lists phone or branch only.","Online debit disputes need sign-in to Online Banking.","PNC does not publish a complaint form, complaint mailing address or executive office channel on its contact pages."],"security":{"official_domains":["pnc.com"],"never_asks":[{"kind":"policy","claim":"PNC will never call you to ask for a one-time passcode, username or password.","source":"https://www.pnc.com/en/security-privacy/identify-pnc-text-messages.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC will never ask for your card PIN by phone or by text to validate it.","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC may sometimes ask you to reply to a text message, but it will never ask you to click a link in a text.","source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send text messages from 10-digit phone numbers that look like they come from PNC. PNC lists the short codes it texts from on the same page.","source":"https://www.pnc.com/en/security-privacy/identify-pnc-text-messages.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudsters spoof email addresses, text links and phone numbers so that emails and texts appear to come from a trusted source, including PNC.","source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A text with a one-time passcode that did not follow your own contact with PNC customer service can be a sign of fraud. PNC says to contact its Customer Care Center.","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, or screenshots of suspicious texts, that claim to be from PNC","value":"abuse@pnc.com","purposes":["fraud"],"source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":26},"verified_from":{"page":26},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 26 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"PNC Bank, National Association is a national bank (OCC).","warnings":[]},"fraud":{"company":{"id":"pnc","name":"PNC Bank","sector":"bank","website":"https://www.pnc.com","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Call the fraud victim line and report phishing to abuse@pnc.com.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call 1-888-PNC-BANK and say you are a fraud victim. For identity theft, ask for the PNC Victims Assistance Program.","channel":{"id":"banking-phone","type":"phone","label":"Personal deposit accounts (1-888-PNC-BANK); also lost or stolen debit card, fraud victims and identity theft","value":"+1-888-762-2265","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Ask for the PNC Victims Assistance Program for identity theft.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"}},{"do":"If you responded to a possible scam or disclosed personal information, call the disclosure line.","channel":{"id":"disclosed-info-phone","type":"phone","label":"Responded to possible fraud or disclosed personal information","value":"+1-800-762-2035","purposes":["fraud","account_access"],"access":"human_only","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"}},{"do":"Forward suspicious emails, or screenshots of texts.","channel":{"id":"phishing-email","type":"email","label":"Forward suspicious emails, or screenshots of suspicious texts","value":"abuse@pnc.com","purposes":["fraud"],"source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"}},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if PNC does not act.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"banking-phone","type":"phone","label":"Personal deposit accounts (1-888-PNC-BANK); also lost or stolen debit card, fraud victims and identity theft","value":"+1-888-762-2265","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Ask for the PNC Victims Assistance Program for identity theft.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"card-services-phone","type":"phone","label":"Personal credit cards; disputes and unauthorized card use","value":"+1-800-558-8472","hours":"Live and automated account information 24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","notes":"Business credit cards use +1-800-474-2101.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"banking-international-collect","type":"phone","label":"Personal deposit accounts, international collect","value":"+1-412-803-7711","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"card-international-collect","type":"phone","label":"Personal credit cards, international collect","value":"+1-412-803-7787","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"disclosed-info-phone","type":"phone","label":"Responded to possible fraud or disclosed personal information","value":"+1-800-762-2035","purposes":["fraud","account_access"],"access":"human_only","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Forward suspicious emails, or screenshots of suspicious texts","value":"abuse@pnc.com","purposes":["fraud"],"source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-mail","type":"mail","label":"Credit card arbitration opt-out (within 45 days of account opening)","value":"PNC Bank, P.O. Box 1802, Dayton, OH 45401, Attn: Arbitration Opt Out","notes":"You can also opt out by calling 1-800-537-7374. Send written notice by first class or certified mail, return receipt requested.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"PNC states that neither PNC nor Zelle offers purchase protection for payments made with Zelle.","issues":["fraud"],"source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may opt out of the PNC credit card arbitration provision by calling 1-800-537-7374 or by written notice; PNC must receive it within forty-five (45) days after the account is opened.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"banking-phone","type":"phone","label":"Personal deposit accounts (1-888-PNC-BANK); also lost or stolen debit card, fraud victims and identity theft","value":"+1-888-762-2265","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Ask for the PNC Victims Assistance Program for identity theft.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors write within 60 days. PNC does not publish a complaint form or complaint mailing address on its contact pages.","channel":{"id":"card-billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"PNC Bank, N.A., P.O. Box 1802, Dayton, OH 45401","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"PNC credit card agreements contain an arbitration provision with a 45-day opt-out."}],"known_blockers":["Credit card disputes cannot be filed online; PNC lists phone or branch only.","Online debit disputes need sign-in to Online Banking.","PNC does not publish a complaint form, complaint mailing address or executive office channel on its contact pages."],"security":{"official_domains":["pnc.com"],"never_asks":[{"kind":"policy","claim":"PNC will never call you to ask for a one-time passcode, username or password.","source":"https://www.pnc.com/en/security-privacy/identify-pnc-text-messages.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC will never ask for your card PIN by phone or by text to validate it.","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC may sometimes ask you to reply to a text message, but it will never ask you to click a link in a text.","source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send text messages from 10-digit phone numbers that look like they come from PNC. PNC lists the short codes it texts from on the same page.","source":"https://www.pnc.com/en/security-privacy/identify-pnc-text-messages.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudsters spoof email addresses, text links and phone numbers so that emails and texts appear to come from a trusted source, including PNC.","source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A text with a one-time passcode that did not follow your own contact with PNC customer service can be a sign of fraud. PNC says to contact its Customer Care Center.","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, or screenshots of suspicious texts, that claim to be from PNC","value":"abuse@pnc.com","purposes":["fraud"],"source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":26},"verified_from":{"page":26},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 26 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"PNC Bank, National Association is a national bank (OCC).","warnings":[]},"fee_reversal":{"company":{"id":"pnc","name":"PNC Bank","sector":"bank","website":"https://www.pnc.com","account_url":null},"issue":{"id":"fee_reversal","name":"Fee reversal"},"playbook_source":"company","summary":"Check the Low Cash Mode rules for Virtual Wallet, then ask for a reversal.","evidence":["statement showing the fee","balance history","deposit times"],"steps":[{"do":"For Virtual Wallet, check whether you were given at least 24 hours to bring the Spend balance to $0 before the fee."},{"do":"Call and ask for a reversal.","channel":{"id":"banking-phone","type":"phone","label":"Personal deposit accounts (1-888-PNC-BANK); also lost or stolen debit card, fraud victims and identity theft","value":"+1-888-762-2265","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Ask for the PNC Victims Assistance Program for identity theft.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"}},{"do":"Complain to the CFPB if the fee breaks the account terms.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"banking-phone","type":"phone","label":"Personal deposit accounts (1-888-PNC-BANK); also lost or stolen debit card, fraud victims and identity theft","value":"+1-888-762-2265","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Ask for the PNC Victims Assistance Program for identity theft.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"card-services-phone","type":"phone","label":"Personal credit cards; disputes and unauthorized card use","value":"+1-800-558-8472","hours":"Live and automated account information 24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","notes":"Business credit cards use +1-800-474-2101.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-mail","type":"mail","label":"Credit card arbitration opt-out (within 45 days of account opening)","value":"PNC Bank, P.O. Box 1802, Dayton, OH 45401, Attn: Arbitration Opt Out","notes":"You can also opt out by calling 1-800-537-7374. Send written notice by first class or certified mail, return receipt requested.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"fee","claim":"With Low Cash Mode on Virtual Wallet, PNC charges a maximum of one $36 overdraft item fee per day and a $0 non-sufficient funds fee.","issues":["fee_reversal"],"source":"https://www.pnc.com/en/personal-banking/banking/services/low-cash-mode.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Low Cash Mode gives at least 24 hours to bring the available Spend account balance to at least $0 before overdraft fees are charged.","issues":["fee_reversal"],"source":"https://www.pnc.com/en/personal-banking/banking/services/low-cash-mode.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC states that no consumer accounts charge a non-sufficient funds (NSF) fee.","issues":["fee_reversal"],"source":"https://www.pnc.com/en/personal-banking/banking/services/overdraft-solutions.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may opt out of the PNC credit card arbitration provision by calling 1-800-537-7374 or by written notice; PNC must receive it within forty-five (45) days after the account is opened.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[{"id":"cfpb-late-fee-rule","title":"CFPB Credit Card Penalty Fees Rule ($8 late fee safe harbor, 2024)","citation":"89 FR 19128 (March 15, 2024) (Regulation Z, 12 CFR 1026.52(b))","jurisdiction":"us-federal","status":"vacated","summary":"The CFPB's 2024 rule would have set an $8 late fee safe harbor for card issuers that, with their affiliates, have one million or more open credit card accounts. It never took effect: a court stayed it in 2024 and vacated it on April 15, 2025. Do not cite an $8 late fee cap.","source":"https://www.consumerfinance.gov/rules-policy/final-rules/credit-card-penalty-fees-final-rule/","last_verified":"2026-10-12","status_note":"Stayed by the N.D. Texas court in May 2024 (Chamber of Commerce v. CFPB, No. 4:24-cv-00213) and vacated by that court on April 15, 2025 at the CFPB's request after a settlement. The CFPB rule page (last modified June 3, 2024) still says only \"stayed\"; the vacatur date comes from an April 15, 2025 American Bankers Association report, a plaintiff in the case. The current Regulation Z text has no $8 safe harbor.","do_not_cite":"This rule is not in force. Do not cite it as current law."},{"id":"cfpb-overdraft-rule","title":"CFPB Overdraft Lending Rule for Very Large Financial Institutions (2024)","citation":"89 FR 106768 (December 30, 2024); disapproved by Pub. L. 119-10 (S.J. Res. 18)","jurisdiction":"us-federal","status":"repealed","summary":"The CFPB's December 2024 overdraft rule for very large financial institutions (scheduled effective October 1, 2025) was disapproved by Congress under the Congressional Review Act on May 9, 2025 and has no force or effect. Do not cite it. The older Regulation E opt-in rule for ATM and one-time debit card overdraft fees remains in force.","source":"https://www.govinfo.gov/content/pkg/PLAW-119publ10/html/PLAW-119publ10.htm","last_verified":"2026-10-12","status_note":"Not a court vacatur: Congress disapproved the rule under the Congressional Review Act (Pub. L. 119-10, May 9, 2025), so it never took effect and \"shall have no force or effect\". The CFPB rule page (last modified July 2, 2025) still lists it as a final rule with no status note. What remains in force: the Regulation E overdraft opt-in rule (12 CFR 1005.17) and the account agreement.","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"banking-phone","type":"phone","label":"Personal deposit accounts (1-888-PNC-BANK); also lost or stolen debit card, fraud victims and identity theft","value":"+1-888-762-2265","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Ask for the PNC Victims Assistance Program for identity theft.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors write within 60 days. PNC does not publish a complaint form or complaint mailing address on its contact pages.","channel":{"id":"card-billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"PNC Bank, N.A., P.O. Box 1802, Dayton, OH 45401","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"PNC credit card agreements contain an arbitration provision with a 45-day opt-out."}],"known_blockers":["Credit card disputes cannot be filed online; PNC lists phone or branch only.","Online debit disputes need sign-in to Online Banking.","PNC does not publish a complaint form, complaint mailing address or executive office channel on its contact pages."],"security":{"official_domains":["pnc.com"],"never_asks":[{"kind":"policy","claim":"PNC will never call you to ask for a one-time passcode, username or password.","source":"https://www.pnc.com/en/security-privacy/identify-pnc-text-messages.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC will never ask for your card PIN by phone or by text to validate it.","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC may sometimes ask you to reply to a text message, but it will never ask you to click a link in a text.","source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send text messages from 10-digit phone numbers that look like they come from PNC. PNC lists the short codes it texts from on the same page.","source":"https://www.pnc.com/en/security-privacy/identify-pnc-text-messages.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudsters spoof email addresses, text links and phone numbers so that emails and texts appear to come from a trusted source, including PNC.","source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A text with a one-time passcode that did not follow your own contact with PNC customer service can be a sign of fraud. PNC says to contact its Customer Care Center.","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, or screenshots of suspicious texts, that claim to be from PNC","value":"abuse@pnc.com","purposes":["fraud"],"source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":26},"verified_from":{"page":26},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 26 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"PNC Bank, National Association is a national bank (OCC).","warnings":[]},"billing_error":{"company":{"id":"pnc","name":"PNC Bank","sector":"bank","website":"https://www.pnc.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Write to PNC's billing rights address within 60 days of the statement; a call alone does not protect your rights.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Send a letter with your name, account number, the dollar amount and why you believe it is wrong.","channel":{"id":"card-billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"PNC Bank, N.A., P.O. Box 1802, Dayton, OH 45401","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}},{"do":"If the error is not fixed, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"card-services-phone","type":"phone","label":"Personal credit cards; disputes and unauthorized card use","value":"+1-800-558-8472","hours":"Live and automated account information 24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal"],"access":"human_only","notes":"Business credit cards use +1-800-474-2101.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"},{"id":"card-billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"PNC Bank, N.A., P.O. Box 1802, Dayton, OH 45401","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"},{"id":"arbitration-opt-out-mail","type":"mail","label":"Credit card arbitration opt-out (within 45 days of account opening)","value":"PNC Bank, P.O. Box 1802, Dayton, OH 45401, Attn: Arbitration Opt Out","notes":"You can also opt out by calling 1-800-537-7374. Send written notice by first class or certified mail, return receipt requested.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"The PNC credit card billing rights notice says to write within 60 days after the error appeared on your statement; if you only call, PNC is not required to investigate.","issues":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may opt out of the PNC credit card arbitration provision by calling 1-800-537-7374 or by written notice; PNC must receive it within forty-five (45) days after the account is opened.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The billing error notice must be written and must be received by the creditor at the address it discloses for billing errors \"no later than 60 days after the creditor transmitted the first periodic statement that reflects the alleged billing error\". The rule defines the notice as a written notice, so a phone call alone does not start these rights.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"The notice must let the creditor identify the consumer's name and account number and, to the extent possible, state the consumer's belief and reasons that a billing error exists, and the type, date and amount of the error.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The creditor must send written acknowledgment within 30 days of receiving the notice (unless it resolves the dispute within those 30 days), and must resolve the dispute \"within 2 complete billing cycles (but in no event later than 90 days)\" after receiving the notice.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until the dispute is resolved, the consumer need not pay, and the creditor may not try to collect, the disputed amount and related finance or other charges. The creditor may not report the disputed amount as delinquent or threaten an adverse credit report because it is unpaid.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the consumer pays the card by automatic deduction from a deposit account at the card issuer, the issuer may not deduct the disputed amount if the billing error notice arrives up to 3 business days before the scheduled payment date.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A creditor may not accelerate the debt or restrict or close the account solely because the consumer exercised billing-error rights in good faith.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"If there was an error, the creditor must correct it, credit the disputed amount and related charges, and send a correction notice. If it finds no error, it must send a written explanation and, on request, copies of documentary evidence of the debt.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"banking-phone","type":"phone","label":"Personal deposit accounts (1-888-PNC-BANK); also lost or stolen debit card, fraud victims and identity theft","value":"+1-888-762-2265","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Ask for the PNC Victims Assistance Program for identity theft.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors write within 60 days. PNC does not publish a complaint form or complaint mailing address on its contact pages.","channel":{"id":"card-billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"PNC Bank, N.A., P.O. Box 1802, Dayton, OH 45401","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"PNC credit card agreements contain an arbitration provision with a 45-day opt-out."}],"known_blockers":["Credit card disputes cannot be filed online; PNC lists phone or branch only.","Online debit disputes need sign-in to Online Banking.","PNC does not publish a complaint form, complaint mailing address or executive office channel on its contact pages."],"security":{"official_domains":["pnc.com"],"never_asks":[{"kind":"policy","claim":"PNC will never call you to ask for a one-time passcode, username or password.","source":"https://www.pnc.com/en/security-privacy/identify-pnc-text-messages.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC will never ask for your card PIN by phone or by text to validate it.","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC may sometimes ask you to reply to a text message, but it will never ask you to click a link in a text.","source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send text messages from 10-digit phone numbers that look like they come from PNC. PNC lists the short codes it texts from on the same page.","source":"https://www.pnc.com/en/security-privacy/identify-pnc-text-messages.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudsters spoof email addresses, text links and phone numbers so that emails and texts appear to come from a trusted source, including PNC.","source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A text with a one-time passcode that did not follow your own contact with PNC customer service can be a sign of fraud. PNC says to contact its Customer Care Center.","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, or screenshots of suspicious texts, that claim to be from PNC","value":"abuse@pnc.com","purposes":["fraud"],"source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":26},"verified_from":{"page":26},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 26 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"PNC Bank, National Association is a national bank (OCC).","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"banking-phone","type":"phone","label":"Personal deposit accounts (1-888-PNC-BANK); also lost or stolen debit card, fraud victims and identity theft","value":"+1-888-762-2265","hours":"Mon-Fri 8 a.m.-9 p.m. ET, Sat-Sun 8 a.m.-5 p.m. ET","purposes":["fraud","unauthorized_charge","fee_reversal","frozen_funds","transaction_dispute"],"access":"human_only","notes":"Ask for the PNC Victims Assistance Program for identity theft.","source":"https://www.pnc.com/en/customer-service/contact-us.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors write within 60 days. PNC does not publish a complaint form or complaint mailing address on its contact pages.","channel":{"id":"card-billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"PNC Bank, N.A., P.O. Box 1802, Dayton, OH 45401","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/PNC_BANK_NATIONAL_ASSOCIATION/Agreement-Cash-Unlimited-Credit-Card-476658.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"PNC credit card agreements contain an arbitration provision with a 45-day opt-out."}],"security":{"official_domains":["pnc.com"],"never_asks":[{"kind":"policy","claim":"PNC will never call you to ask for a one-time passcode, username or password.","source":"https://www.pnc.com/en/security-privacy/identify-pnc-text-messages.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC will never ask for your card PIN by phone or by text to validate it.","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"PNC may sometimes ask you to reply to a text message, but it will never ask you to click a link in a text.","source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers send text messages from 10-digit phone numbers that look like they come from PNC. PNC lists the short codes it texts from on the same page.","source":"https://www.pnc.com/en/security-privacy/identify-pnc-text-messages.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fraudsters spoof email addresses, text links and phone numbers so that emails and texts appear to come from a trusted source, including PNC.","source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"A text with a one-time passcode that did not follow your own contact with PNC customer service can be a sign of fraud. PNC says to contact its Customer Care Center.","source":"https://www.pnc.com/en/security-privacy/reporting-fraud.html","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, or screenshots of suspicious texts, that claim to be from PNC","value":"abuse@pnc.com","purposes":["fraud"],"source":"https://www.pnc.com/en/security-privacy/spot-and-report-a-phish.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":26},"verified_from":{"page":26},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 26 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"bank","title":"Banks and card issuers — how complaints work","last_verified":"2026-10-12","file":"guides/bank.md","page":"https://escalate.alexgaoth.com/#/guides/bank"}}