Consumer complaint received 2022-12-07
Company: PNC Bank N.A.
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I was given my closing disclosures from PNC and noticed the Grant ( {$1500.00} ) and the discount to the points ( {$350.00} ) were not on there ( XX/XX/XXXX ). I called my loan processor, XXXX, who got ahold of XXXX XXXX my morgage loan officer to find out what happened. I get a voicemail from XXXX on the XXXX stating that I was not eligible for the grant and that he just found out. He also made sure to note that it wasn't that big of a deal. This was 6 days before closing. I immediately contacted customer service and the woman I spoke to said I would get a phone call in 24-48 hours. 48 hours go by and on XX/XX/XXXX I reached back out to customer service. I was informed that no complaint was filed under my name. The woman I spoke to that time was able to transfer me to the morgage department and I eventually got ahold of XXXX XXXX, XXXX 's manager. I told him the situation and he was already aware. He said he remembered my name and he remembered telling XXXX sometime in XXXX that I was not eligible for this grant. He guaranteed me he told XXXX. So XXXX lied in his voicemail because he didn't " just find out. '' I expressed my extreme frustration over the XXXX grant that I was now not receiving and the extra XXXX I now had to spend for the discount points at closing. At this point we are 4 days away from my closing. He told me that if I would have called a couple of days ago that maybe they could have taken the XXXX off. The thing is, I did try to get ahold of someone immediately when I found out. This grant was the only reason I stuck with PNC. I think XXXX knew that too because if he would have told me when he should have, I would have switched lenders and then XXXX wouldn't have gotten his paycheck. XXXX told he would talk with his manager and call me Monday the XXXX to see what they could do. I never recieved a phone call from XXXX Monday the XXXX. I proceed to call and leave XXXX a voicemail on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX with no response. Someone from customer service ( XXXX ) called me on XX/XX/XXXX and told me she was going to forward it to the morgage department because they were unable to handle the situation. I reached out to my loan processor XXXX on the XXXX and contacted her manager XXXX XXXX on the XXXX. Both XXXX and XXXX told me they would contact XXXX and have him get ahold of me. So after all of that I finally get a phone call from XXXX on the XXXX. He told me that my complaint was closed so that's why he didn't call me back. Why would I continue to call him if I didn't still have an issue? Plus, he promised to call me Monday the XXXX with a solution. Surely from the XXXX to the XXXX ( weekend ) nothing was closed. I wasn't even in contact again with anyone from customer service til the XXXX of XXXX. So there is another lie. He told me there was nothing he could do and made some excuses. So now not only am I frustrated with being mislead to believe I was receiving a XXXX grant,  but then I was blatantly ignored for 2 weeks. I am furious with the lack of professionalism from PNC. It is VERY clear I am just a dollar sign. I was taken advantage if and brushed aside. I should have been informed the moment I was found to not be eligible for the grant. This was a HUGE and I believe intentional error from XXXX. He didn't want me to find out because he wanted to get paid.

Company response to consumer: Closed with explanation