Consumer complaint received 2022-10-28
Company: PNC Bank N.A.
State: AL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I was originally a XXXX mortgage customer of BBVA Compass and my mortgage is recorded in county records. In XXXX, BBVA became PNC bank and my mortgage payments became due to PNC. As a PNC customer, I requested a COVID-19 forbearance that was granted. Under the terms, I could make " no mortgage payment at all, '' even though I had past due balances. In addition, I was not due to make any mortgage payments for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. My payments were to resume on XX/XX/XXXX. Before my forbearance ended, PNC sent me a letter stating : " To extend your forbearance, you do not need to take any action. PNC will automatically renew your forbearance ... '' In reliance of this information, I did not plan to resume payments on XX/XX/XXXX. However, to confirm that I was all set for the extension, I called PNC on XX/XX/XXXX. A PNC representative assured me that the extension would be automatic and there was nothing for me to do. Thereafter, I never received an updated forbearance plan letter, and I received my regular mortgage statement. PNC did not automatically extend my COVID-19 forbearance as they had assured me both verbally and in writing. Instead, on XX/XX/XXXX, PNC purported to send me a default letter that included the payments missed on my prior forbearance through XX/XX/XXXX. This default letter was never supposed to be sent and only went out because my forbearance was not extended by PNC, so it looked as if I had reneged on my agreement. I called PNC and they at first tried to refuse the forbearance. When I quoted the letter and had the notes pulled from my prior call, PNC entered the forbearance for XXXX, but this was not AUTOMATIC as PNC has assured me, and the forbearance was not entered until XXXX. The latest forbearance covered XXXX, XXXX, and XXXX, with my payments set to resume on XX/XX/XXXX. Prior to the forbearance ending PNC sent me a letter stating that the balances on prior billing statements and notices may be incorrect. In connection with the forbearance, I was due to be provided options to resolve delinquency. I contacted PNC and inquired about my options. No one could give me information regarding the incorrect balance. I requested a hardship packet and also asked if I could make my regular XXXX payment before the end of the month. The PNC representative stated that I could make the XXXX payment prior to the end of the month, and dispatched a hardship packet that is dated XX/XX/XXXX. I was unaware that instead of assisting me, PNC had accelerated my debt and sent my file directly to foreclosure two days later, on XX/XX/XXXX. The letters referred me to PNC 's attorneys, stated that PNC would not accept any further payments from me, and that my only option was to pay the full forbearance amount before the end of the month, or the accelerated amount would be due.The letters arrived in the mail at the same time as the hardship packet. I immediately looked up my mortgage, which stated that I was due a default letter with 30 days notice to cure. When I called PNC, the foreclosure department stated that my file was not eligible for Loss Mitigation. PNC 's position is that the default letter that I received in XXXX, after PNC reneged on its automatic extension, served as my 30 day notice and because I did not clear the debt by XX/XX/XXXX, WHILE COVERED UNDER THE MOST RECENT FORBEARANCE THAT DID NOT REQUIRE ME TO MAKE ANY MORTGAGE PAYMENTS, I am due for foreclosure. These appear to me to be deceptive practices that have resulted in a wrongful foreclosure attempt. From my end, it appears that PNC failed to timely renew my COVID-19 forbearance on purpose, in order to send the default letter and try to take my home. The default letter was never due to be sent, but even after being sent wrongfully, it was invalidated by the later forbearance terms that did not require me to make any payments mortage payments in XXXX. Now, PNC is relying on that letter to say that I am ineligible for any form of loss mitigation. The most PNC was willing to do was open an internal complaint at my request and have the Escalations department to call me within 3-5 business days. In the meantime, I have an actual, public foreclosure that has been filed wrongfully under my name, despite my best efforts to remain in good standing, and PNC has no sense of urgency toward correcting its own actions and practices. Unbelievable.

Company response to consumer: Closed with monetary relief