Consumer complaint received 2022-01-06
Company: PNC Bank N.A.
State: AL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I applied for a mortgage with PNC Bank on XX/XX/2021, I first attempted to do so online, but my service provider was having an outage so I was unable to finish or submit my online application. So I called and did my application via the phone with XXXX XXXX a Senior Mortgage Loan Officer. Before starting the process I asked several questions and explained that my husband and I live in Alabama, the property we wanted to purchase was in XXXX XXXX, Ok. And that we wanted to do the mortgage conventional secondary residence, and the reason we wanted to do it as a secondary residence was because that does not require you to have income in state. I also explained that we already had a property under contract, she stated that we would not have any issues. So we completed the application via phone on XX/XX/2021, with a closing date of XX/XX/2021. On XX/XX/2021 XXXX XXXX called me after XXXX, stating that if we paid off our current lease then that will get the income to debt ratio down to an acceptable level, and then we could proceed to closing, I asked was she sure and was that all that was needed and she stated yes. On XX/XX/2021 I contacted the property management company and paid the lease in full over 4000.00. They sent me a ledger and letter on company letterhead via email saying that all of our financial obligations pertaining to the lease had been fulfilled. I sent that information over to XXXX XXXX and to the loan process at the time was XXXX XXXX, on XX/XX/2021. I started calling on XX/XX/2021 because I had not heard anything back. I was told by XXXX XXXX '' Underwriting dropped the ball, and that she had to refile and reorganize the loan and get it back over to underwriting and that she was working with her manager with her manager to expedite it '' I asked was then anything I needed to do she said no. That was the lie got every time I called for most of the week. Until I called on XX/XX/2021 and explained that we are less than a week out from closing and I needed to speak with XXXX 's manager. Her manager 's name is XXXX XXXX and he informed me on XX/XX/2021 that the issue was that the loan had been denied/cancelled because the documentation that I sent over via pertaining to the lease was not given to them, he said XXXX, told me that I explained she had not. And he stated that he was working with her to get the issue corrected. XXXX and XXXX then started trying to convince me that I needed to the loan as a primary residence. I called the main PNC Mortgage number trying to get more information on what was going on to find out that there had been at least 3 other applications that filed in my husband name that was not authorized by me or him. I emailed and called about that issue as well. When I lost the property because we could not give the seller a closing date I started asking for PNC to reimburse me my money back because the deal fell apart do to nothing on our end. I was told I could not get it all back, but I could get the appraisal fee back. I never got anything back. I got a call on XX/XX/2021 from XXXX XXXX stating that the loan not going through was my fault because I failed to provide my lease information/rent on the online application. I stated that this was a lie and I never submitted an online application. Also that the information that XXXX provided was all a lie

Company response to consumer: Closed with explanation