Consumer complaint received 2020-12-28
Company: PNC Bank N.A.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
PNC bank took 5 months close my loan for refinancing my primary mortgage and the closing was delayed due to PNC 's fault. During the process, they pulled my credit report ( hard enquiry ) for the second time WITHOUT my authorization, they charged me twice for the appraisal and credit report fees despite the delay being their fault and they updated lender info in my home insurance even before underwriting was complete. I was frustrated, stressed and XXXX  during this time as I tried to communicate with folks from PNC to fix these issues and nothing happened. When there was absolutely no response to my communication beyond the initial closing date for 2 months, I started applying for refinancing with another bank and on a random day, I get notified that PNC updated the lender information in my home insurance, PNC pulled my credit report and started asking for the new documents again. I realized PNC was trying to prevent me from refinancing with other banks by damaging my credit history, charging me twice for the fees making it harder for me to let go and refinance elsewhere. 
Here is the detailed timeline - I started the home mortgage refinancing application at PNC bank on XX/XX/2020. The loan officer called me and shared the interest rates for my home details and persuaded me to apply. I have submitted all the documents and it was sent for underwriting by XX/XX/2020. I paid the fees for credit report and appraisal on XX/XX/2020. The closing date was supposed to be XXXX XX/XX/2020. The loan processor was asking hand signed XXXX mailed to them which I had sent on XXXX XX/XX/2020. There was no communication since then. I emailed them on XXXX XX/XX/2020 to check on the updates also requested to see if they can update the rates as it was lower at that time. No response from the loan processor. I emailed them again on XXXX XX/XX/2020 and still no response from any one - loan processor, the loan officer and assistant. And on XX/XX/2020, I received an email from loan officer office to submit more documents like statements and residence history although I have provided already. I responded with the documents and again no communication since then. I kept following up on XX/XX/2020, still no response. On XX/XX/2020, I receive notice from my home insurance company and my then mortgage lender XXXX XXXX that the home insurance lender details have been updated to PNC and since the XXXX XXXX loan was still open, they insisted me to change it back. I was shocked to see PNC bank updating the lender information in my home insurance without closing the loan or even communicating with me about the loan application. So I updated my home insurance back to reflect XXXX XXXX on XX/XX/2020. Since there was no activity in my loan application and no response from PNC, I tried to refinance with other banks and also filed a chargeback with my credit card company for the PNC apprasial charge. 
On XX/XX/2020, I received an email from PNC asking for latest paystubs, statements etc., again and PNC pulled my credit report ( hard check ) WITHOUT my authorization. I responded to them asking why are they restarting the process all over again and the loan officer calls me in a day apologizing saying there was some issues with the processing/underwriting and they have to do it again. When I asked about the credit check he said it was a routine soft check and it wont affect the credit report. I was frustrated and stressed about this whole refinancing and submitted the documents again and they promised to close the loan soon. When I saw the closing disclosure I was shocked to see I am charged twice for the appraisal fees and the credit report fees as the closing was delayed and application was open for a long time due to PNC 's fault. I kept reaching out to them again and again and they were saying they will fix it but they never fixed it. The loan officer insisted me to sign with notary and close the loan while he checks on these charges. Even after signing and closing the loan, the loan officer just said the fees were adjusted in the closing costs but the credit was only the excess amount from the old loan payoff. This is the worst experience I have ever had with mortgage financing and I feel scammed by this bank with their shady practices!

Company response to consumer: Closed with explanation