Consumer complaint received 2021-07-02
Company: PNC Bank N.A.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I refinanced my house with PNC Mortgage. The process took over 7 months to complete and the interest rate was 0.5 % higher than what I was quoted. I did everything that was asked of me in a timely manner. I tried for months to work with the loan officer and the customer service department and they did nothing for me. They came up with faulty excuses for why the process took so long and for why I did not get the lower interest rate. I am including a timeline below. XXXX is the loan officer. There was no contact from PNC to me from XX/XX/XXXX to XX/XX/XXXX, which is about two and a half months. 

XX/XX/XXXX - XXXX sends refinance directions. The process started on the phone prior to this. I do not have the date. 

XX/XX/XXXX - I email all required documents to XXXX. 

XX/XX/XXXX - XXXX XXXX emails me asking for documents I had already sent to XXXX. I informed her that I had sent them to XXXX. I also send them to XXXX. 

XX/XX/XXXX - I pay {$610.00} for a credit report. 

XX/XX/XXXX - XXXX sends me a receipt of my payment. 

XX/XX/XXXX - XX/XX/XXXX Absolutely no contact! 

XX/XX/XXXX - XXXX emails asking me to submit current versions of all documents I had already sent on XX/XX/XXXX. 

XX/XX/XXXX - I call & email XXXX. He assures me that all is good. He also apologizes & says he is having a busy morning. 

XX/XX/XXXX - I send " Borrower 's Confirmation of Disclosure Report. '' XX/XX/XXXX - I resubmit documents to XXXX. 

XX/XX/XXXX - I receive DocLink and sign. 

XX/XX/XXXX - XXXX emails asking for child support statement. I had already emailed this months prior. 

XX/XX/XXXX - I receive a new DocLink and sign. # XXXX XX/XX/XXXX - XXXX emails saying my credit report expired and a new one needs to be produced. She also asks me to resubit documents. 

XX/XX/XXXX - XXXX emails saying loan is " routed for final approval. 

XX/XX/XXXX - I receive a new DocLink and sign. # XXXX XX/XX/XXXX - XXXX emails saying " we still need to address a few things. '' These " things '' are " things '' that I had already addressed months prior. I readdress them. 

XX/XX/XXXX - XXXX emails me asking if I understand everything. 

XX/XX/XXXX - I receive a new DocLink and sign. # XXXX XX/XX/XXXX - XXXX asks me to resubmit new documents such as paystubs again because the others expired. this is the third time doing so. 

XX/XX/XXXX - I receive a new DocLink and sign. # 5 XX/XX/XXXX - I receive a new DocLink and sign. # 6 XX/XX/XXXX - XXXX emails to see if we can talk the following day on the phone about a " review of refinance. '' XX/XX/XXXX - XXXX emails about final review & a compliance issue that was corrected. 

XX/XX/XXXX - I receive a new DocLink and sign. # 7 XX/XX/XXXX - I receive a new DocLink and sign. # 8 XX/XX/XXXX - XXXX emails about closing location. 

XX/XX/XXXX - I receive a new DocLink and sign. # 9 XX/XX/XXXX - XXXX emails about DocLink & says it is extremely urgent. 

XX/XX/XXXX - I email XXXX & XXXX asking about closing because I have heard nothing from them. 

XX/XX/XXXX - Almost 7 months after starting, I finally sign papers in person for closing. Closing is not yet 100 % complete!! 

XX/XX/XXXX - XXXX emails to ask how the closing went on the XXXX. This is a great summary email of the entire process. He had the date wrong!

Company response to consumer: Closed with explanation