Consumer complaint received 2019-09-27
Company: PNC Bank N.A.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
A bankruptcy was filed while mortgage was on a biweekly accelerated mortgage program. I was already ahead on my mortgage payments when bankruptcy was filed. The company ceased collecting but failed to report that to me and failed to inform me of options to continue payments. The company revoked my online access during the bankruptcy removing my ability to pay electronically after removing my automated drafts. While I now understand why the drafts had to stop ; I feel they owed me a notice of some sort with explanation what could and would happen to my mortgage while the bankruptcy proceedings went on and detailing how I could proceed with making payments on a voluntary basis. They also removed the option to use the automated phone system to pay my monthly mortgage nearly setting me up for default. 

At the recommendation of my attorney I was able to call in to speak to a representative to explain why I needed to continue my mortgage payments. I was told the only way to pay is to call in each month and wait for a representative to take it by phone. This was an unnecessary added stress and hassle. Each time I call in I have to wait on hold for unreasonable amounts of time some times as long as 45 minutes. 

I also verbally requested my mortgage be affirmed for bankruptcy making it very clear I intend to keep my home of 15 years. They failed to affirm my mortgage. They repeatedly told me they never got the request although it was faxed to the number they provided multiple times by myself and my attorney as well as mailed to them with formal service. Because they failed, my attorney filed a motion for the affirmation which went unanswered. They denied my legal protection by failing to take appropriate action and gave no explanation why they will not provide affirmation. 

To date, the bankruptcy is complete and discharged without protection of the mortgage affirmation or response of any sort from the mortgage company leaving me in a legal risk. 

Now that the bankruptcy discharged, I was given instructions how to print a biweekly form to resume my mortgage drafts. They refused to mail or email the form to me. They would not provide me an email address or fax number requiring I mail it in. There's no option to upload it to their website. I promptly followed their instructions. 

I've made multiple phone calls, sent messages through their online portal, and tried communicating with them through the click to chat feature when I'm logged into my account online. Their online chat option is never available when I attempt that even during their normal business hours. It doesn't matter what time of day I try whether it be first thing in the morning, during lunch, mid -afternoon, or evening hours. 

Each time I have to call ( which has been regularly since XXXX ) I am waiting for a representative to assist no less than 30 minutes. When I do get a representative only two reps have actually been helpful over the multitude of calls I've made dating back to at least XXXX. One representative was able to explain why they stopped the draft. The other was able to confirm the authorization to resume was received in time to take action but they took no action. They also could not explain why they took no action. The authorization for the biweekly program with a voided check was sent on XX/XX/XXXX. 

The representative I spoke to XX/XX/XXXX confirmed it was received on XX/XX/XXXX but they have failed to process it. The representative told me they can't use the paperwork submitted in XXXX because it tells them to start in XXXX and they failed to start it. They tell me not to leave the start date blank on the new form because they can't process it if it's blank but they also won't process it when it isn't blank. They refuse to have someone from that department call me back stating they will send a request for call back because I am demanding it but they will " almost guarantee '' it is not going to result in a call back because that team doesn't call back. That I have to just take my chances submitting all new documentation and another payment. 

My electronic messages are answered after days go by but they do not attempt to answer or resolve the problem. Instead they replied that they can see I called in and no longer need assistance which is completely false. I do still need assistance. The problem is not resolved. 

With today 's technology it's mind boggling that it should take 3 weeks from time of contact requesting XXXX drafting and forms mailed off to the time of completion. The company is clearly understaffed. One can only conclude they do not care about their fiduciary duty to paying customers and blatantly ignored the documentation that was submitted both timely and correctly. I have asked for quicker routes to get the paperwork done but there is none. 

I later received a notice stating they will draft my mortgage on XX/XX/XXXX but they did not process it. Then I got a letter once again stating they will not start the draft because payment is needed so I promptly submitted payment and another online email advising the draft should resume. 

I got a letter stating they tried to call me with no response but my phone records support they have not. Additionally I have zero voicemails. This affirms a prior rep 's caution advising me he will give the message but know I will not get a call back to resolve this issue. 

It feels like they are purposely disregarding their duty to service my loan. Working in a large corporate environment I can certainly understand an occasional short staffed day but this has been a continuous problem for nearly six months now. I can understand a training issue with an employee who failed to take action on my mail. What I can not understand is six months of complete disregard for professionalism and resolution for their shortcomings.

Company response to consumer: Closed with explanation