Consumer complaint received 2017-06-01
Company: PNC Bank N.A.
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXX-XXXX-2017 To Who It May Concern : I am writing to complain about the length of time it took and the way PNC handled my request for a short sale. I have been going back and forth with PNC for at least 8 months trying to get approved. During these 8 months, we had been calling twice a week trying to get issues resolved and trying to get answers. Trying to get anything resolved with PNC became taunting and ridiculous. We talked with PNC reps twice a week for a month then on the second month they told us they did n't have the paperwork to talk to us. But before each conversation in the first month, the reps from PNC stated that before they could talk to us they had to find the paperwork to do so. Then all of a sudden they do n't have the paper work??? Then we would send packages and items needed and then we would call and the reps would say they did n't receive it or they needed something else that we had already sent them 2-3 times already. Eventually, a rep took the time to go through all the folders and noted that they had everything but whoever put the info into the system put items in the wrong folders. They kept giving us " points of contact ''. We called and left several messages to no avail. No one would call me back. This ritual went on for months then all of a sudden a point of contact calls us in XXXX 2017. He said that they would have an answer by XXXX XXXX, 2017 and NOT to send the second lien holders agreement. But that was strange because we had mailed and faxed the second lien agreement twice before.
Once again no one called. When we called on XX/XX/XXXX, we were told we had another point of contact. The third one. So we called PNC again and got another rep who stated that our short sale was denied and that it would be sold on courthouse steps on XXXX XXXX, 2017. Shocked because of no communication from PNC, we called the new and old point of contacts and once again left messages. Then sometime the next week a point of contact called me and told me that there was n't anything I could do and that the short sale request was denied. Below are a few other statements and actions, not all, that prolonged my request and the denial of approval. 1. PNC has made false statements twice about the se
cond lien holder declining the short sale offer. Which was n't true. 2. PNC delayed the file on numerous occasions and never sent me a date the file documents were completed.
3. PNC did not remove the bankruptcy from the file when notified by the bankruptcy attorney and therefore did not properly and timely communicate with me nor my real estate agent.
4. PNC gave instructions to the real estate agent on how to handle the file to continue the short sale process and then refused to continue the short sale after the real estate agent followed instructions. 5. PNC misdirected the short sale file to the loan modification process which caused a huge delay. 6. PNC set a foreclosure date during the short sale processing which was dual tracking. Through ALL of the lies and headaches from PNC, we have a contract on the home. The buyer has been waiting months for us to get approved. They have moved out of their old place and living with relatives. PNC has done a terrible job in this process. Something is n't right for them to be able to get away with treating us like this. If they have done this to us, how many more people have they treated with little regard????? Thank you for your time and hopefully, help.

Company response to consumer: Closed with explanation