Consumer complaint received 2019-02-18
Company: PNC Bank N.A.
State: KY
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
I CO-SIGNED A 2ND, 3RD AND EVEN A 4TH PNC HOME EQUITY LOAN WHILE MARRIED. PROBLEMS STARTED WITH A DIVORCE. I AGREED TO REMAIN IN THE HOUSE WITH THE KIDS AND PAY THE MORTGAGES. HOWEVER, THE EX DECIDED TO FILE CH 7 BANKRUPTCY AND I WAS NOT GIVEN ANY NOTIFICATION. 
THE HOUSE WAS NOT REAFFIRMED. 
I PAY MY BILLS THRU MY ONLINE CHECKING ACCOUNT, ALL BILLS WERE BEING PAID ELECTRONICALLY AND WERE NOT MISSED, I USUALLY HAD BILLS PAID OUT THRU EACH QTR OF THE YEAR. BUT ... 1ST QTR OF XXXX, PNC MORTGAGE UPDATED THEIR COMPUTER SOFTWARE. 

I received notices in the mail declaring the loan payments weren't made. I logged into the online banking and confirmed payments were processed. I receive additional messages, but the Account numbers were not mine. I went online again. All of my account information was gone! I called, I received a general response " updating system, it will be resolved. We are having lots of problems. '' I continued receiving documents with strange account numbers and my online account information did not re-populate. I reached out to PNC again and it was a nightmare. Each time calling, you must identify yourself and go thru a verification process and explain the nature of the call. After that, I get transferred to either online banking or a loan department, and each time I have to redo the ID process. Only to find out neither can help me. The online department now tells me I can not have online access to the loans because I filed bankruptcy ( I did NOT ). The Loan Dept will not help me because I filed bankruptcy ( I did NOT ). I get transferred to another department that is actually servicing the loan and have to go through the ID process again. 
I inquire about what happened to my loans? I get a lecture about paying my loans. I explain I did pay my loans, I paid them online. They tell me I haven't paid my bill in months. I explain I don't have access, it disappeared. I explain the inaccurate warning letters I received saying I didn't pay the loans, when I have proof I paid the loans. I explain the inaccurate warnings that had wrong loan numbers. They explained when they updated the system all the loan numbers changed. 
I asked to have my online access reinstated so I can monitor the payments and balances like I did before. They refused to provide it because I filed bankruptcy ( I did NOT ). I explained I never filed bankruptcy. They explained, well, we don't provide online access to loans that are in bankruptcy. I said apparently you do, that's how you were accepting payments from me before and I want it back to monitor the payments. I have no other way of monitoring. I don't even get statements. 
My PNC information/contact online profile was updated and correct. When talking to the Loan Departments, they had outdated phone numbers and different addresses, which I had to update each time I spoke with a representative. They confirmed they had statements and documents " turned off. '' These phone calls have went on and on throughout the year. I've escalated phone calls. I've been passed back and forth to heads of departments. I've asked for a point of contact - one person who can resolve this complicated issue, no one could provide a single point of contact. 
I went into a branch months ago. I was very frustrated. I asked a branch manager for assistance. After waiting, as soon as I mentioned ONLINE BANKING ACCESS - he shut down and said I had to call online banking for that problem, he doesn't deal with that. 
I just left and said forget it. 
On XX/XX/XXXX my ONLINE ACCESS was restored, after I called several more times and threw a royal fit and escalated the problem again. I set up Payments to test. It worked, payments went through for each of the 3 Home equity Loans. 
UNFORTUNATELY, PNC LOAN BANKRUPTCY DEPARTMENT FORWARDED 2 OF THE 3 LOANS TO THEIR FORECLOSURE ATTORNEY. ONCE I HEARD THAT, I CONTACTED PNC RIGHT AWAY AND TOLD THEM TO RETRACT THE FORECLOSURE PAPERWORK ; IF -PNC RESOLVED/EXPLAINED THE LOAN ACCOUNT NUMBERS CHANGING -EXPLAINED NO MISSING PAYMENTS 1ST QTR '18 ( TRANSITION PHASE ) XXXX RESTORED MY ONLINE ACCESS TO PAY AND VIEW LOAN ACCT STATUS WHY WOULD PNC DO THAT? 

*Now I am suspicious as to why PNC allowed a 2nd, 3rd and 4th mortgage on MY home *Although I can reach PNC by phone, by mail and in person ; No one knows exactly who I should be talking with about my situation ( yes it's complicated ). 
*I have not received accurate information from PNC bank XXXX 
*I was not offered a Loss Mitigation Application. I did call and request an application and will complete the application. 
*I have been on the phone today with approved HUD CREDIT counselors to take every step possible to save my home. 
*I will do whatever I need to do to stay in my home with my daughter. 

PNC MAILED A CHECK TO ME FOR THE AMOUNT OF ONE OF THE LOAN PAYMENTS THAT PROCESSED ON XX/XX/XXXX AFTER THE ONLINE ACCESS WAS RESTORED. 
THEY ACCEPTED PAYMENT FROM ME. BUT MAILED A CHECK TO ME MADE OUT TO ME AND MY EX-SPOUSE THAT FILED BANKRUPTCY. DO THEY EXPECT ME TO FIND HIM AND ask HIM nicely to endorse the check? I CAN'T CASH this CHECK.

Company response to consumer: Closed with explanation