Consumer complaint received 2020-09-24
Company: PNC Bank N.A.
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Introductory Statement... 
A home mortgage loan had been approved for the buyer ( myself ) with closing for XX/XX/XXXX. The sellers are moving to South Carolina and the man needs XXXX. On XX/XX/XXXX the loan officer asked if I wanted an appraisal and I declined the appraisal ; on XX/XX/XXXX, loan officer asked realtor for the home inspection results ; on XX/XX/XXXX, demand by underwriter via loan officer to have repair of items in inspection report, mostly seeming related to safety of what I see as age discrimination ; continual delay of closing dates. It has been one unexpected demand after another -- there is the age discrimination in addition to general unwarranted demands and delays of closing dates putting buyer and the sellers in very difficult circumstances ( PNC bank was well informed of all of this ) and very costly circumstances because of PNC 's refusal to allow the closing to go forward due to one demand of the " repair '' works to be done. The inspection report should not have been requested in addition to once it was received by loan officer and sent on to underwriter at which time the underwriter utilized age discrimination and other unnecessary " benevolent '' claiming thinking in dictating my needs and the demanded repairs that were time consuming, costly, and have delayed the one closing time after another and put the sellers and the buyer ( myself ) at risk in multiple other ways. This is one of the most horrendous, discriminatory, unprofessional, misused " benevolent '' claiming rules that I have experienced. I am an independent female who can make my own decisions as to the safety of my home and the needs in the home to ensure my continued excellent health. What all this has done to the good mental health of the sellers and the buyer ( myself ) has been extreme and absolutely unnecessary. In addition to all this, for this to be occurring during the COVID-19 pandemic is absolutely  beyond any kind of understanding. No one should have to go through this, however, I understand how minority groups must constantly endure this kind of discrimination and the false " benevolent '' concerns that enforce supposed needs in order to get loans and other kinds of financial needs by these large corporations. There have been multiple emails and telephone conversa

tions with the loan officer and the area manager, in addition to one short telephone conversation with the corporate Officer, Executive Client Relations in Support of Mortgage. Something needs to be done about this kind of activity by PNC and how it has affected numerous lives. Schedule of events...
During the final processes of the mortgage closing ( the closing date had been already scheduled for XX/XX/XXXX ), the loan officer called to see if I wanted an appraisal. Since I would save money and having an appraisal was not a requirement, I declined. The loan officer was in agreement.

A couple days later, I received from the loan officer a request for the home inspection report, which I did send. Within several days on  XX/XX/XXXX I received this : XXXX, the underwriter has not issued Final Approval due to items on the inspection report. Anything that is a safety issue or hazardous must be fixed. This loan had a property inspection waiver so we can not count on the appraiser to do a final. Please note all of the repairs must be completed and verified by a licensed professional.

There was never any mention of the issue of not having an appraisal versus an underwriter reviewing an inspection report and determining that I would not receive the mortgage unless the safety and hazardous issues were resolved. I believe this was done by the  underwriter because I am a XXXX year old woman the underwriter putting her/his biases of the older person and thinking he/she needed to seem benevolent to save this old person from all the hazards in the townhouse.

Little did this underwriter know that I am well versed on the needs of older persons due to my education and my work experience in the area of aging and of health. I do not need anyone telling me what hazards are and what can be done to be safe. The work that was required to be done before the loan would close were totally unnecessary and time consuming and created undue and extreme stress. I am a very healthy older person, but the residuals of this extreme stress created by this underwriter continues to this day.

Once the e-mail was sent, there were few days to get all the required  work completed in order to have the closing on the XXXX. Not only did the required work need to be done by a professional, but it then needed to be in writing by a licensed contractor. When a letter was sent by a licensed contractor, we were then told that it then needed to be inspected by the original home inspector. Then, we received notice that photos were needed of the work of each of the items. No sooner was that done, but then received notice that a summary of each item had to be submitted. It was nearly insanity in how this was handled.

Therefore, in addition to the discrimination imposed by the underwriter in requiring the neededwork because of my age ( that I was unable to know what I needed for my own safety ), the process of requiring one more process after the one was completed, on and on and continuing to delay the closing date. There seemed to be no written formal format for such a process. Neither the loan officer nor the area manager (  based in Florida ) seemed not to know the process. Corporate office needs to see that the formal process is outline and in some kind of manual for reference.

But, most importantly, the underwriter should not discriminate due to an applicants age. The underwriter, as well as the investors in bank ( apparently the investors have determined this kind of discrimination for loan applicants if the home inspection report is seen by an  underwriter ), should real XX/XX/XXXX, a letter from licensed contractor sent verifying work was completed. 
XX/XX/XXXX, invoice was per additional request from loan officer/underwriter. 
XX/XX/XXXX and XXXX, photos and the detailed description of the repairs were requested. 
XX/XX/XXXX, photos sent as well as proposal for new carpeting and installation. 
XX/XX/XXXX, all materials were sent on to underwriter ; closing date postponed to the XXXX. 
XX/XX/XXXX, closing date changed to XXXX and now potentially schedule for XXXX. 
XX/XX/XXXX, actual closing. 

List of work to be done to satisfy the underwriter... 
Extension to gutters Stairs on porch to have risers at the back of the step tread AND hand rail ( injury may occur ) Carpet is loose or baggy in primary and guest bedroom ( trip hazard ) Windows stuck or painted shut throughout the house ( safety issue as exit of an emergency would be possible ) Efflorescence on block in basement must verify any water intrusion and repair if applicable Plumbing waste line support strap to be fixed Kitchen outlets must be XXXX Outlets The dryer vent piping is plastic vinyl and exhausts through the roof. Repair as needed with metal piping through the floor and out the crawlspace wall with proper materials. 
The food disposer wiring under sink needs to be secured better to avoid damage.

Company response to consumer: Closed with explanation