Consumer complaint received 2018-08-22
Company: PNC Bank N.A.
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I was effected by Hurricane Harvey in XX/XX/XXXX because of this and the damage and repairs needed to my home I needed to do a home modification. PNC worked with me and helped me do a modification. After getting the necessary paperwork my 3 trial payments were XXXX, XXXX and XXXX of XXXX which I made all on time. I kept in consent communication with my assigned lost mitigation person XXXX on a regular basis. It was very important to me that I followed all instructions she gave me. I did receive my loan documents in XX/XX/XXXX that needed to be signed and returned by XX/XX/XXXX, which I did. The documents said first payment was XX/XX/XXXX but I didn't even have the paperwork on XXXX or have it returned. I was told by PNC that my first payment would be due XX/XX/XXXX not XX/XX/XXXX. I received statements I was told to ignore so I did I just went by what I was told by PNC. On XX/XX/XXXX I called XXXX to make my first payment. XXXX was not available she had told me once if I needed to make a payment push zero and talk to someone else don't wait for her ( she didn't want it to be late by me waiting ) so on that day I spoke to someone else. The informed me that the first payment was due by certified funds - I was in such panic I didn't want it to be several days late. I was told not to worry go head get certified funds and get them mailed. ( Now I have learned that it did not need to be certified funds - so that cost me {$25.00} extra dollars I had to get two cashier checks and then 2 day mail since I mailed Friday they would get it Monday ) but when I spoke to her we talked about it being my first payment and it being due on XX/XX/XXXX - she never said oh wait you are already late it was due in XXXX - never was that said to me The whole month of XXXX I never received a call saying I was late - nothing - So Now I have paid what I thought was my first payment by certified funds - I think everything is good my next payment is due XXXX - this is what I am thinking I get a statement summary that says I owe over {$4200.00} on XXXX - for fees and a late payment .. so I called today because I was confused why so much would be due - the reason I did the modification was because I could not pay that much at one time but now I needed to. I called XXXX and she told me to ignore this statement now that the modification was done it would update putting fees in loan that my next payment was due XX/XX/XXXX XXXX - I asked her why it was saying I had a late payment - she did not know but she would check. She contacted her manager and got back to me and said they still did not know it was very confusing - she had to contact the closing officer - while we were talking the closing officer got back to her and said yes the first payment was due XX/XX/XXXX not XX/XX/XXXX - Now I am a month behind and didn't even know it and I have to pay 2 payment by XX/XX/XXXX or I am going to get in same situation that I was in ... getting behind on my payments This is so WRONG How can they tell me one thing on the phone and then it really be something else? 
XXXX told me that she just found out the rules changed and she just found out. She was pretty upset about it - she stated it wasn't fair that they as PNC representatives tell clients one thing and the rule change no one notifies them and then this happens.

She did explain sometimes rules policy change - and I get that - but like I told her my husband is a police officer and in XXXX when the laws change they have training on it before the change - not after. But PNC doesn't do training on the new rules- they just give people the wrong information. 

I was given the wrong information and today XX/XX/XXXX is the first time I am told the right information - but I am already a month behind. 
Its like they did the modification but they wanted be to get behind again so they could foreclose. If I hadn't called in so much to make sure I was doing everything correctly - I can see this happening if I had not called in XXXX about my payment - at that time I was given wrong information - to send certified funds, my first payment due XXXX I didn't even have my paperwork or had a chance to review it by XX/XX/XXXX -when my they now say my first payment was due - If you didn't have the paperwork - have the paperwork signed, have the paperwork returned by the due date - and you had been told first payment due XX/XX/XXXX - Thats what you think first payment due XX/XX/XXXX I can not - CAN NOT - pay 2 payments in XXXX - I am not getting in same situation because I was given wrong information by my POC and other employees of PNC XXXX I am not paying these late fees This is wrong My POA XXXX is very upset about not being informed of the change - she did a complete for me at PNC she said a manager would contact me about this issue and it would stay open until it was settled - hopefully PNC will fix this. I also wanted to file a complaint before it got to far along and I get more late fees or further behind. I can make my XXXX payment but I can not make 2 and I shouldn't have to make two. 

This may not be an issue of concern for PNC and the complaint XXXX filed internally and told me it would remain open until it is addressed. I want to make sure it is addressed before the XXXX when my next payment should be due - not 2 payments I can not and do not want to get behind again and its not right that I am because the instructions I received from PNC and by the time I got my paperwork in XXXX the payment would have already been late - how can they expect a payment when I don't have the paperwork and was told to pay in XXXX Thank you for your attention with this matter I just can't go through this again. My XXXX XXXX has been dangerously high has caused fXXXX XXXX XXXX XXXX XXXX with XXXX XXXX. I finally got it under control and feeling better - then this! I can't take it

Company response to consumer: Closed with explanation