Consumer complaint received 2023-03-25
Company: PNC Bank N.A.
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I am writing to express my deepest concerns and file a formal complaint against PNC XXXX due to the distressing and fraudulent practices I experienced during a phone conversation on XX/XX/2023. The call, which spanned approximately XXXX minutes, was recorded and is a testament to the numerous instances of misleading information, deceptive and predatory practices, and outright fraud. This harrowing experience has left me in fear of losing my home, my stability, and the life I have built for my family. 

The call began with my transfer to a department responsible for handling loss mitigation and hardship requests. I recognized the initial representative as someone I had encountered in previous calls, who had exhibited argumentative behavior in those conversations. Regrettably, this interaction was no exception. The representative informed me that their department was the sole authority capable of addressing my request due to a submitted hardship request. 

Despite clarifying that I had no interest in exploring the loss mitigation options, the representative, XXXX, grew increasingly short and dismissive. He informed me that I would need to be transferred to another department, while simultaneously stating that he was not allowed to engage in further conversation with mean assertion I found both unsettling and confusing. The uncertainty and lack of empathy displayed by the representatives exacerbated my fears of losing my home and the stability that my family desperately needs. 

Upon being transferred to the next department, the representative, XXXX, merely repeated the information I had previously provided to XXXX, and then attempted to steer me towards the loss mitigation options. As both representatives continued to be insistent and provided misleading information, I grew increasingly suspicious of their intentions. The anxiety and apprehension I felt were compounded as I grappled with the very real possibility that their actions might lead to the loss of my home, upending my family 's life and shattering our sense of security. 

Ten minutes later, I found myself transferred back to the loss mitigation department, contradicting XXXX 's earlier claim that I could not speak to them about my particular issue. It became apparent that these representatives were engaging in an appalling and fraudulent scheme to force me into options I had explicitly declined. They employed deceptive tactics, disseminated false information, and relentlessly pressured me into pursuing the loss mitigation process. Their predatory behavior has left me feeling vulnerable and exposed, with the threat of losing my home looming over me like a dark cloud. 

In light of these events, I believe it is crucial that PNC XXXX be held accountable for their fraudulent and deceptive practices. As a consumer, I expect to be treated with respect, dignity, and transparency. I deserve to have my concerns heard, and I should not have to face the prospect of losing my home due to the company 's dishonest conduct. The actions of these representatives have caused me immense distress, and I implore you to investigate this matter thoroughly. 

I kindly request that you examine this matter in-depth and take appropriate action against PNC XXXX for their dishonest and deceptive practices. The weight of this situation bears heavily upon my heart, and I am more than willing to provide any additional information or evidence that may be necessary to facilitate this process. Time is of the essence, as the outcome of this investigation will determine not only the fate of my home but also the well-being of my family. 

Subsequently after this conversation was had after log into the website for my servicing portal daily and multiple times and some days no information or updates were provided on to my servicing portal period after a couple of weeks we received bailed publications that stated that the forbearance plan has been approved period however the forbearance plan was initially put into place XX/XX/XXXX of XXXX  what are the package for the request to do the mortgage forbearance was submitted. When you go onto their payment assistance options for COVID, it leads you to the lost mitigation package and that is the only package that you were able to gain access to the problem is is as a consumer not understanding what any of this means and doing my best to attempt to save my home in absolute distress and complete turmoil situation, I invertedly submitted this package as a request for last mitigation assistance versus the actual mortgage forbearance the best way to summarize this entire totality of events was if the precise exact question was not asked in the manner that was the exact requirements, it was a answer full of riddles smokescreens and and would be the farthest most misleading answer that could be provided to ensure that the next question would be even further off the track. the letters that I received in the mail show that the forbearance plan was approved as stated above however the letter correspondence that was received on XX/XX/XXXX of XXXX showing that the forbearance was approved was subsequently followed up with another correspondence on XX/XX/XXXX showing that now the payment is behind and past due and my payment that is already unable to be made due to the impact of COVID and the loss of income from COVID, has now doubled to over XXXX XXXXXXXX. It is made evident in writing, verbally, and every manner possible this company could do to prevent me from actually getting the COVID forbearance process completed. Last but not least the approved forbearance request document that was sent out on the XXXX of XXXX, shows that the payments for XXXX, XXXX, and XXXX were the payments that were approved for the forbearance plan. However with this request being completed initially back on XX/XX/XXXX of XXXX they have failed to disclose that XXXX was also approved for the forbearance request. The payment and my mortgage in its entirety was not passed due at the time of the initial request well within the grace period of the payment needed to be made before the XXXX before I late fee would apply and surely before the XXXX day of the month to ensure that the mortgage was currently not past due at the time of their request. The documentation continues the misleading and deceptive practices of showing that the XXXX payment is still required the XXXX payment is still required as now both payments and a cumulative balance exceeding {$4000.00} was not included in the forbearance plan. Their verbal conversations would say one thing and then the subsequent conversation would be completely contradictive and these written communications illustrate that point in black and white writing as well over {$4000.00} so our cortana This situation has left me feeling overwhelmed, anxious, and fearful for the future of my home and the stability of my family 's life. The entire process has been riddled with inconsistencies, misleading information, and seemingly intentional obfuscation, making it increasingly difficult to understand my rights and options as a homeowner impacted by the COVID pandemic. 

I am gravely concerned that these deceptive practices and inconsistencies in communication are not only causing undue stress and confusion but also jeopardizing my ability to receive the necessary relief to protect my home from foreclosure. The emotional toll of potentially losing my home and upending my family 's life is immense, and I can not emphasize enough the urgency with which this matter needs to be addressed. 

I kindly request your assistance in rectifying this situation, investigating the actions of PNC XXXX, and ensuring that my mortgage forbearance request is accurately processed and acknowledged. I am prepared to provide any additional information or documentation needed to facilitate a swift and fair resolution to this matter. 

It is my sincere hope that, with your help, we can resolve this issue in a timely manner, restore my family 's stability, and ensure that we can continue to live in our home without the constant fear of losing it due to the company 's misleading and deceptive practices. 

Thank you for your prompt attention to this matter. I am grateful for your support and any guidance you can provide as we navigate this challenging situation.

Company response to consumer: Closed with explanation