Consumer complaint received 2019-08-29
Company: PNC Bank N.A.
State: KY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
On XX/XX/XXXX we went under contract on a home in XXXX, KY. Our loan officer was informed the next morning ( XX/XX/XXXX ) via email by our realtor that the home was under contract and to please proceed with the loan estimate. We had a home inspection and negotiations done in a timely manner ( within 4 days ). Our loan officer did not start our loan application process until XX/XX/XXXX and a loan estimate was not delivered until XX/XX/XXXX. Our contract stated we would close between 20-40 days. As we began talking with our loan officer we made it clear that we wanted to close around 30 days. We assumed this a reasonable request and the seller 's were due to have a baby and were also hoping to close around the 30 day mark. It then became clear that our loan officer ( LO ) was completely unprepared and behind on our loan. We had multiple phone conversations with him where he was very rude and inappropriate and told us " there is absolutely no way I can close this loan before XX/XX/XXXX. '' This was very frustrating for us because it would be outside of our contracted closing dates. Myself, my partner, our realtor, and the seller 's agent all reached out politely to see how we could speed the process along. At this point, our LO 's superior got involved. Both men were completely rude and disrespectful to myself ( a woman ) stating that " you wouldn't understand these types of things '' and angrily asking me to " calm down '' if I became frustrated with them. I felt blatantly discriminated against based on how I was treated and how my partner ( a man ) was treated. By this point, I had also reached out to corporate PNC multiple times to see what could be done on their end. I was disregarded many times and no one took my case seriously. We finally were able to settle on a closing date of XX/XX/XXXX ( 38 days into contract ). On XX/XX/XXXX we received our first Closing Disclosure ( CD ) from PNC. The amount was incorrect and multiple line items were missing. We reached out to our LO who stated a final CD would be coming soon. We were not delivered a final CD until the evening of XX/XX/XXXX. The difference between what PNC is calling the " final '' CD and the CD delivered XX/XX/XXXX was over {$400.00}. We communicated with our LO on XX/XX/XXXX that we needed the final CD so as to have our cashier 's check made that day. He was noticeably angry with me and did absolutely nothing to help us. The banks were closed XX/XX/XXXX for holiday so we had to have a check made out based on the original CD sent. We had to write a personal check for over {$400.00} to cover some taxes that were line item left completely blank on the original CD. We did not know what our final closing costs were until approximately 15 hours to close. After closing, we filed a complaint through the XXXX. PNC and the person assigned to our case refused to respond to me or the XXXX. After nearly 2 months of long, drawn out responses they denied my claim. I provided email evidence ( emails between our LO, myself, and the title company ) of their violations yet they are continuing to lie about when the home went under contract ( they are stating it did not go under contract until XX/XX/XXXX when the process began ) as well as when the final CD was delivered. There is email evidence showing the LO asking for updates from the title company so that he could provide us with an updated CD less than 24 hours before closing. There is also email evidence of our realtor 's email stating the house went under contract XX/XX/XXXX. PNC is using their customer portal system as " evidence '' against our case. They are saying that we signed a final CD on XX/XX/XXXX, which we did sign a CD on XX/XX/XXXX, but it was not final and the amount was different than the amount we paid on XX/XX/XXXX.

Company response to consumer: Closed with explanation