Consumer complaint received 2022-01-24
Company: PNC Bank N.A.
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
We thought everything was resolved with PNC, only PNC did not follow through or do anything they said they would do! They did not send us a copy of their previous resolution, ( that they posted to you ) did not send us a XXXX packet so we would have something in writing about when payments would begin again, etc. We signed documentation on XX/XX/XXXX, emailed it to them XXXX XXXX XXXX said they received it.She was leaving that day and said that was all she needed. I asked if they also needed it mailed. I was told no and that they would send us XXXX tracking info with everything we needed. We asked to have that response in writing. Nothing came. I begin calling the first of XXXX to find out about it after receiving multiple collection calls and foreclosure letters. We received nothing we were told they would send. XXXX ( different member of escalation team ) was extremely rude and would not allow me to ask questions to find out what was going on. Emails, nor calls were answered, nor returned. Friday ( XX/XX/XXXX ) we got a XXXX  packet of exactly the same thing they emailed to us in XXXX and then they said there was an error in it, so we needed to sign it again. Yet they could not tell me what the error was. It was word for word the same. The executive relations team told me the packet would have all needed info in it. It has no information in it except previous info. They claim they XXXX  it to the wrong zip code. Clearly, they never sent it. I never received a XXXX tracking number until I called asking about it. ( XX/XX/XXXX ) The XXXX  number they finally gave me last week was incorrect, with transposed numbers. The foreclosure letter said they were moving forward towards foreclosure since they did not receive the modification letter back in time. On XX/XX/XXXX, via info from yet another rep is that XXXX XXXX now claims he needs a hard copy of our signatures, after lying about the supposed error! It seems he will say anything to cover up for not doing what they said they would do. It is difficult for us send anything back when we never received it. They are outright lying. They have not followed the Cares Act guidelines! This loan has been a mess since PNC purchased it! We have asked for a mortgage audit and it has not been done. We believe we deserve to have 30 days to know what amount our payments will be and when they will be due! The government has bailed them out and then they dont bother to communicate with us until we file this report. There is NO FOLLOW THROUGH of what they told you they would do! It should not be this difficult! We did what we were asked to do! This began in XXXX with our calls to them and is an absurd amount of time for consumers to try to resolve something! We received no paperwork from them when we deferred this loan. We kept being put off until we contacted you in XXXX. As you can see, PNC has not followed through. They simply told you they would do something so it looked like they followed the guidelines.

Company response to consumer: Closed with explanation