Consumer complaint received 2019-11-13
Company: PNC Bank N.A.
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I am filing a complaint because our loan originator dropped the ball and now 3 house deals are going very badly and he won't contact me. I have called his boss and his bosses boss we ( my realtor and I ) have left multiple multiple messages for and no one will call me or her. At this point we are getting our information from the title company ( which is pathetic ). We were supposed to close Friday XX/XX/XXXX but that definitely is not happening per the title company. My realtor put together a timeline and I am pasting it to this complaint, who is with PNC Financial Services by the way. 

XXXX XXXX - went into contingent contract on house we want to buy XX/XX/XXXX - received offer for our home, confirmed w/lender 3.5 weeks was sufficient time to close due to no inspections on S.C. and appraisal already completed and back XX/XX/XXXX listing agent for S.C. disputed appraised value, decision rendered in 1 day. Buyers and sellers came to agreement to adjust purchase price between XX/XX/XXXX & XX/XX/XXXX. 

After XXXX XXXX, simply waiting on lender to process loan for clear to close. 
between XXXX XXXX & XXXX XXXX, spoke to lender a couple of times to update that we were waiting on appraisal for our house, still anticipating closing to be XXXX XXXX ( buyers for our house wanted to try to close XX/XX/XXXX ). 

XXXX XXXX called lender to advise that our house appraisal is expected within hours and verify that everything is ready to close XXXX XXXX. Lender stuttered and stammered and said I thought we were closing XX/XX/XXXX!!! ( even though he had previously confirmed to another bank employee/friend of sellers that everything was set to close on XXXX XXXX ) Lender advised that he needed an estimated HUD-1 statement from the our house transaction. I had it to him in less than 5 minutes. I called back to confirm that nothing else was needed and he informed me that they had never received the employment verification back from Mrs. XXXX XXXX employer. Request had not been sent until XXXX XXXX and when Mrs. XXXX contacted her HR dept. they had already faxed the request back at XXXX XXXX on XXXX XXXX. I asked numerous times throughout the day for lender to confirm that the VOE had been received by PNC and he couldn't or wouldn't confirm. I asked numerous times throughout the day when the loan was or would be submitted for final review and clear to close and he couldn't or wouldn't answer that question either. All of his answers became vague and non-committal, when just the week before he had been confident and certain there would be no issue closing on time. I contacted lender at approx. 1 hour intervals throughout the rest of the day and he couldn't or wouldn't provide any updates. The underwriters are located in CST and at XXXX I asked the lender to check one more time before he left for the long holiday weekend and I never heard from him, to this date and time XXXX XXXX, XXXX. 

XX/XX/XXXX Mrs XXXX  decided to reach out to lender 's boss and the next higher boss. She left messages asking for contact and information and didn't receive either. Mrs . XXXX asked me to reach out and I also did not receive any contact back after leaving messages for both higher bosses. i was able to connect with someone at the local branch that told me the lender had provided inaccurate information to her about the events to date. I asked her to inform me of when the loan had been submitted to final approval and she stated she would. She spoke to her boss and promised to updated me by XXXX and she never did. Throughout the day I attempted to call all 3 of these people several times, leaving occasional messages and no call was ever returned. 
XXXX XXXX I attempted to email both higher bosses ( not sure of correct email address ) and asked to have one or the other contact Mrs. XXXX. 

No one has ever contacted us according to the title company we may get to close next week sometime but there may be no deals on the table at that point. He has totally ruined this home buying/selling experience for 3 people and totally disrupted all 3 families lives and no one can bother to respond??? At this point I need to wait because if i go to a new lender we will have to wait another month and the deals will be off the table then. I am just so amazed that a company can run this way. 


No on

Company response to consumer: Closed with explanation