Date Received: 2018-03-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am filing this complaint because of misrepresentation and malicious deferral tactics from both of the lenders referenced above regarding the short sale of my property. 1. On or around XX/XX/2018 my property was appraised at {$590000.00} by a professional appraiser. An offer was submitted to XXXX XXXX for {$590000.00} that was not refuted at that time either on property valuation or the calculations submitted on the preliminary HUD itself. 2. On or around XX/XX/2018 PNC requested a payoff letter from XXXX XXXX in order to issue its own payoff letter for the short sale. At that time, a payoff letter was requested from XXXX XXXX plaintiff law firm ( XXXX XXXX XXXX XXXX ), from the XXXX XXXX general customer service line, and from our single point of contact at XXXX XXXX, XXXX XXXX XXXX. The Plaintiff firm stated it would take at least a week to escalate this matter and claims to have sent 3-4 escalation requests through their XXXX portal to XXXX XXXX for a payoff letter. 3. On XX/XX/2018 after seven months in the short sale review and negotiation process, I received a written short sale eligibility confirmation from the primary lienholder XXXX XXXX pending approval from the subordinate lienholder, PNC Bank. That confirmation letter did not mention insufficient time to review, a different fair market value of the property or requirement to increase net proceeds to XXXX XXXX. It only stated that PNCs approval of XXXX XXXX short sale deal had to be received no later than XX/XX/2018 ( Attached ) 4. Again, PNC insisted that in order to issue their payoff, they needed to see XXXX XXXX short sale payoff first. XXXX XXXX could not release this information to PNC because, according to an online chat with XXXX in the loss mitigation department, XXXX XXXX needed a fee breakdown from its own lawyers ( see attached chat transcript of XX/XX/18 ). XXXX XXXX would escalate the request, which would take 3-5 business days. 5. On or around XX/XX/2018 we received a payoff letter from XXXX XXXX, which was sent to PNC, only after asking for it and escalating it over a dozen times. I am certain that without our intervention it likely would not have been sent at all. To date we have not received anything from PNC. 6. As XX/XX/XXXX approached, and in the weeks that followed, my attorneys office contacted both XXXX XXXX and PNC at least 40 times, each time the one lender deferring to the other in order to move the file forward ( see attached call log ). 7. Between XX/XX/XXXX XX/XX/2018 PNC stopped answering their phones because of the merger between PNC Bank and PNC Mortgage. When they did start answering their phones, we were informed, no escalation requests can be made because our new systems are not ready. They also stated that when it came to removing the lien from the bankruptcy process instead of receiving a short sale approval, guaranteeing PNC no money from the proceeds of the sale, they stated you have to do what you have to do and understood that this could be at a loss to them. This has lasted to the present day. Please note : With all its self-aggrandizing PR regarding its Chief Customer Officer, Office of the Customer and customer centered culture, PNC does not provide any direct customer service email address or have a consumer advocacy/escalation department!! 8. On or around XX/XX/2018 XXXX XXXX assured she was working with the investor group directly despite PNCs failure to provide payoff information. She assured that the short sale was in the process of being approved and she would cancel the judicial sale as soon as the investors gave the go-ahead. We asked for an approval of 45 days from the 8th to allow for approval of the short sale itself and XXXX stated that she would confirm with the investors that it would be okay. 9. On or around XX/XX/2018, I received notice that a judicial has been scheduled for XX/XX/2018 due to insufficient time for review, lack of PNC loan approval, home not priced at fair market value and insufficient proceeds for XXXX XXXX on the HUD. Our documentation shows that these reasons are invalid. XXXX XXXX is presumably relying on XXXX XXXX and other web valuation sites that are all currently under multiple lawsuits for the over-estimation of what a property is worth -- often overstating as much as five times the current value of the home itself. Nowhere during the process when it came to valuation were we told our HUD had to be modified to increase the net proceeds that XXXX XXXX would receive. This was the first time we received this information after continually confirming with them that the HUD was approved in relation to XXXX XXXX net. It is our legal position that the actions of both lenders are in violation of RESPA regulations. Under RESPA lenders are obliged to provide both a payoff letter and reinstatement information within 5-7 days of the written request.
Company Response:
State: IL
Zip: 60010
Submitted Via: Web
Date Sent: 2018-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-13
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: To whom it may concern, PNC bank claim number : XXXX. I'm writing this letter corncerning a claim i filed with PNC bank. On XX/XX/2018. I detected that my card was lost and has been used by an unathorized user. I immediately called PNC to file a claim on XX/XX/2018. After I filed a claim, i wasn't awarderd provisional credit after ten days and the bank said I should wait for 30 to 50 days for my claim to be completed. On XXXX XXXX, I called the customer service department again to check whether my check has been mailed because they said it was gone take 15 business days for it to be mailed. They also stated that my claim was valid and permanent credit of $ XXXXwas applied to my card. I also recieve a letter from the mail saying my claim was accepted. On XX/XX/2018, I called back to check whether my check was mailed and they mentioned to me that the escalition departmemt will take care of it within 3 to 5 business days. Furthermore, i ask the customer service rep can I go to the bank to collect and he said yes your funds are available at the bank since the check hasn't been issued. On XX/XX/2018, I went to the PNC at XXXX XXXX Ga XXXX and they said my account was blocked and they couldn't issue any funds to me at the time and I'll have to contact customer service for further details. When i contacted customer service, they transferred me to the fraud department and that's when they stated to me that my claim was approved and the money is in the account, but the account has been blocked, closed, and the funds will be uphold. They stated that the reason my funds were uphold was because I missed used PNC terms.I had never authorize anyone to use my card, and it wasn't my fault that all this transactions where authorized by the bank rather than blocking it. Had I knew somebody had access to my information, i would've called to block it immediately. Unfortunately, I'm having to go back and forward for something I didn't do. It was a couple of transactions and I hadly spend my money like that because I work hard for it. Also, a customer care agent said I could only recieve XXXX out of my claim money, which she cited from the notes she had on file after I left the XXXX branch XXXX ga. I also contacted PNC on Monday XX/XX/2018 and I spoke to a customer care agent whom said my claim was accepted, but it was a mistake. I was so frustrated that I had to request to speak to a supervisor because the information I was getting made no sense. When speaking to the supervisor, I explained all my problems, thats when she put me on hold to check on the notes. After checking the notes, she stated to me that she had sent it to the escalation department with urgency and she couldn't contact them directly because that department only responds by email and they dont have a phone number. She also stated that I could go to the any PNC branch and get the XXXX, when my claim was for XXXX. All this Information I'm stating was on a recorded line when I was speaking to them. I'll also attach a copy of the approved letter
Company Response:
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2018-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have had multiple phone conversations with contradicting information from PNC Customer Service. I received their letter on XX/XX/XXXX stating my current LTV was at 83 %. On XX/XX/XXXX XXXX XXXX advised that my PMI would automatically be removed and would be reflected on my XX/XX/XXXX statement, if I made a principle payment to reduce my LTV under 78 % and there was no further actions required by me the customer. Therefore, I made a principal payment reduction reducing my LTV to 77 %. I spoke with XXXX XX/XX/XXXX and XXXX advised there is no record of my PMI being removed and it would be XX/XX/XXXX and the only way PNC BANK would remove my PMI was to obtain an Appraisal on my property. I submitted a written request to have the PMI removed on XX/XX/XXXX. PNC Bank responded by stating a Appraisal is required to ensure my property value has not decreased. XX/XX/XXXX- I have submitted paperwork to PNC Bank with a check to have an appraiser come out, Even though I have already met the original criteria to have my mortgage paid down below 78 %.
Company Response:
State: TN
Zip: 37311
Submitted Via: Web
Date Sent: 2018-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: RE : Complaint # XXXX ; Received an email from CFPB, stating that PNC Mortgage is still working on my complaint on XX/XX/XXXX. ( SEE ATTACHED ). On XX/XX/XXXX, I receive a letter by mail from PNC Mortgage date XX/XX/XXXX ; stating that no further action to my complaint is required. ( SEE ATTACHED ). CFPB is saying one thing and PNC is stating something totally different. As I have stated in the past, PNC Mortgage does whatever they want to. This company marches to their own drummer and XXXX the laws and the people that they are supposedly working for. PNC transferred my account because I refused to let them XXXX me! SOMEONE NEEDS TO KEEP A WATCHFUL EYE ON PNC MORTGAGE!! WHERE IS MY {$510.00} MONEY ; OR DID YOU TAKE IT ALONG WITH MY INSURANCE REIMBURSEMENT OF ALMONT {$1400.00} FROM SEVEN YEARS AGO?
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX I received a Escrow disclosure statement from PNC Bank suggesting I have an Escrow shortage of {$1300.00}. I usually keep pretty good records of my own on loan/bank stuff therefore I thought something was wrong. I usually pay my mortgage at a PNC branch so on my next visit I asked to speak with someone about the shortage. The mortgage specialist told me he would get an update escrow balance report so he could look into it. Next I received a letter suggesting I could pre-pay more shortage of {$1800.00} or if I did nothing my monthly payment would be raised to settle the shortage. The mortgage specialist did share my escrow balance report and suggest my taxes and insurance has gone up. I replied with yes they have gone up a total together of {$430.00} not {$1800.00}, so what are the additional funds for? He could not answer that question and suggested he would ask for an Escrow analysis to be completed. In the meantime my XX/XX/XXXX payment was due. I told the specialist that I have left over coupons from the old payment book and that I would keep my payment the same as XX/XX/XXXX until we could figure it out the additional funds request. I also created a spreadsheet extending my escrow balance out until XX/XX/XXXX. I revealed a {$130.00} shortfall but not until XX/XX/XXXX. Time had gone by waiting for Escrow analysis so I made my Jan. payment the same as XX/XX/XXXX. The payments I was making were more than {$700.00} over my principal and interest. I assumed that we could square up the escrow balance when it got figured out. I was not trying to default on my mortgage. PNC Mortgage sent me a letter about my short payment. for XX/XX/XXXX, I scanned the letter and sent it to the mortgage specialist, trying to get an update on analysis. Late XX/XX/XXXX I spoke with the Mortgage Specialist who told me he thinks the bank screwed up on the opening balance for escrow when I refinanced at the end of XX/XX/XXXX. I said that's not my fault. He said he would have to look further into it. I made XX/XX/XXXX payment as I had done in XX/XX/XXXX and XX/XX/XXXX In the middle of XX/XX/XXXX I talked to the specialist again who said he couldn't help me any further I had to call customer service at PNC direct. The next day I called and waited on hold for as long as I could ( more than 20 min ). I figured I would try them back again in the next time I got a chance. The following week I had a door hanger on my front door that said I must call PNC immediately. I also received 3 letters in the mail that same day one was a check returning one of my mortgage payments. One of the other letters told me they reported delinquent payments to credit agencies. The immediate phone number was to the collections dept at PNC. Who encouraged me to make a payment. I said for what? She said I was delinquent on Mortgage by 2 months. I learned that since the payments for XX/XX/XXXX and XX/XX/XXXX were not in full they were being returned to me. I said I paid enough to cover my mortgage and that I have an an escrow analysis being performed, I think the escrow increase is incorrect. I told them I was working with a specialist at my bank. She told me the specialist at my bank should not being trying to handle this and that I was mis-represented. Again I was asked to make a payment. I said how could I possibly have the money to make payment when I am waiting for checks to be returned to me. The first check took more than 30 days and at this rate it will take me 60 days to have sufficient funds to make the necessary payments. She told me it wasn't her problem. I asked for a supervisor and got disconnected. I talked to several customer service reps this this call and have never got any real answers other than I have to do whatever it is PNC wants. I had to borrow money to make payments and I owe late fees and service fees in excess of {$200.00}. Lastly I have requested that PNC no longer manage my escrow as it is not required. I submitted in writing this request and after to weeks was told they could not release my escrow because of late payments. I am at a complete loss for words. I have been a good standing customer with PNC since XX/XX/XXXX and can't believe how badly I have been treated. I will NEVER do any banking or borrowing ever again at PNC.
Company Response:
State: IL
Zip: 60441
Submitted Via: Web
Date Sent: 2018-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint : PNC Banks refusing to accept mortgage payment for the purpose of trying to default on my mortgage loan, so PNC Bank can foreclose on my property. I reside in XXXX XXXX, FL. I have a VA mortgage with PNC bank as of XX/XX/XXXX. On XX/XX/XXXX and XX/XX/XXXX, I went to 2 PNC Banks ( PNC Bank-XXXX on XXXX XXXX and PNC Bank on XXXX XXXX on XXXX XXXX ) to make payment on my mortgage ; PNC tellers notify me that there is no pending payment on my account and my account is showing a XXXX balance. Also, there is no mortgage account associated with my name. I requested a copy of this information, but my request was denied. This was quite abnormal because I made 99.9 % of all my mortgage payments through PNC Bank tellers for the last four years. I attempted to make a payment on PNC Bank Payment Options Center online, but my mortgage account information was not listed in PNC Bank Payment Options Center online. I contacted PNC Bank ( XXXX ) -XXXX automated payment system where I was automatically provided with a pending balance. I paid my monthly mortgage payment through the automated payment system over the phone. This automated payment was listed as PNC mortgage 2nd mortgage in my banking statement which is quite puzzling because I never took a 2nd mortgage on my home. I research XXXX County Property website and there is no 2nd mortgage listed ; also, there is no payoff from PNC bank showing that my mortgage is paid off. I have not received any correspondence from PNC Bank pertaining to this matter beforehand. Furthermore, I had 2 witnesses to these incidents. It seems that PNC Bank is refusing to accept payments for the purpose of trying to default on my mortgage loan, so PNC Bank can foreclose on my property.
Company Response:
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2018-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-09
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I was called this morning, and an IVR told me that they've tried to reach me several times about a " critical issue '' pertaining to the interest rate on my credit card. I pressed 1 to find out what this was all about, because this was the first I was hearing of it. I was then transferred to an individual who started speaking in such a hushed monotone ( and quiet volume ) that I had to ask him to repeat himself. He then did, at which point he said this was a line to call about lowering my interest rate on my Visa credit card. I said no, I'm not interested, but I was wondering if there was an issue that needed to be amended because the IVR made it sound like I was not attending to an issue and that I was going to be charged with some sort of penalty. Before I could finish speaking though, the representative hung up on me! I was being courteous as well, so now I'm very confused as to whether or not I'm still in the doghouse and why the representative was so rude in hanging up one me.
Company Response:
State: OH
Zip: 44310
Submitted Via: Web
Date Sent: 2018-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-08
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I issued a check back in XX/XX/XXXX to my landlord in the amount of {$1800.00}, by which he reported losing the check. I in turn issued a new one to cover the lost check reported. Fast forward to XX/XX/XXXX, my landlord came into PNC bank and cashed a 4 year old check. I reported the check to the local XXXX PNC on XXXX XXXX and spoke to XXXX the Banker. He mentioned that this was a bank error ( teller error ) and that checks stale date after 180 days or six months, he would get back to me in the coming days. Three days later I had to call him back and he said their fraud department denied my claim. I feel that I was lied to and misrepresented by this banker.
Company Response:
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2018-03-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The problem is trying to get my PMI insurance removed from my loan payment. My loan is currently controlled by PNC Bank. My loan has reached 78 % of the appraisal value of my home and PNC Bank wants me to have the property appraised again by their appraiser from XXXX XXXX, in which PNC owns. Not to mention this sounds unethical, but according to document : Notice Concerning Private Mortgage Insurance-Fixed Rate Mortgages, that is in my loan packet it states the original appraisal value of the home at the time of the loan consummation shall be used to determine when PMI will be removed from the loan. They also stated in the first two conversations that my PMI would not be removed until XX/XX/2021 no matter what percentage of my loan I paid off that it was date set. According to what I have read from my loan paperwork and the Homeowner 's Protection Act this has to be a violation ( fraud ) of my mortgage contract that was originated by XXXX XXXX XXXX XXXX. We have never been late on a payment and almost every payment we pay additional on the principal, that's how we've already reached the 78 % value, you would think PNC Bank would be willing to reward its customers that have good records and work with them on such issues as this, but apparently that's not the case.
Company Response:
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2018-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Last year on XX/XX/2017 we experienced a house fire in which we were promptly compensated through our insurance company XXXX. My mortgage company PNC refuses to release insurance funds to make repairs to the damaged done to our home. Because of their actions I am unable to pay my contractor or reimburse my self for the work that I completed on my home.
Company Response:
State: GA
Zip: 31313
Submitted Via: Web
Date Sent: 2018-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A