Consumer complaint received 2019-08-06
Company: PNC Bank N.A.
State: GA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I walked into a local PNC branch located on XXXX XXXX and XXXX XXXX XXXX to inquire about a business checking account. At the time I noticed a post card describing details about PNC 's HELOC. I asked the representative a few questions about their product. First question was how does the bank look at the consumers income, since I am a self employed individual. Ms XXXX XXXX the representative assisting me replied : Mr XXXX we look at the gross income. I reply that is great!. I would like to apply for your HELOC. Ms XXXX set up an appointment for me to come back with a list of documents to take my loan application. I came back to my appointment as agree and Ms XXXX took my application and state that I will need to bring copies of my XXXX since they look at the gross income. I follow up with an email with the copies of my XXXX. Ms XXXX called me to thank me for being so quick with my response. Then she informed me that someone from underwriting department was going to get in touch with me to clear some things on my application. I received a phone call from XXXX XXXX XXXX introducing herself as an underwriter and that she needed to clear some things from my application. She started by quoting the interest rate I was already informed of when I did my loan application. And with a discouraging tone she asked me " Are you ok with that ''! to which I replied, of course! If I was not ok I would not have engage in the application process. Then she was questioning something on my credit report that happened during the recession. To which I objected to, and remind of the recession and to keep in mind that even Banks had financial issues to a point that the Federal government had to inject a huge amount of money and how some banks went bankrupt. To which she replied " Ok '' with an attitude. 
Then about week later I followed up with XXXX and she asked me if I had any other income source I told I also have a few tenants on our office building and send her copies of those leases. The next day On XX/XX/XXXX I received an email from PNC stating the following : PNC BANK Loan Reference Number : XXXX Thank you for submitting your loan application to PNC Bank. 

You are receiving this notification because the status of your loan request has been updated. You will receive further information via U.S. mail within 3 to 5 business days after receipt of this message. 
Thank you again for allowing PNC Bank to serve your financial needs. 

On XX/XX/XXXX Ms XXXX XXXX reach out to me to tell me that the bank had declined my loan application. To which I reacted with the question why!. Then I told her that the whole process was very weird and that I had a feeling that I was being discriminated against. Because I do not see clearly were I felt short. Ms XXXX stated she can go ahead and file a complaint on my behalf. To what I replied : Please do!. 

By the end of the week Ms XXXX from the resolution department reached out to me and left me a voice mail message. I reached back to her and she introduce herself as the person handling my complaint. I asked her about the reason of my declined application, and she started going over some information that makes no sense at all. I asked her to please send everything she explained to me over the phone in writing to my home address and she refused to do so. She stated that she can only explain it to me over the telephone. I told her that by law the financial institution is require to provide consumers the reason of their denial. 
Today it is XX/XX/XXXX and I have not received anything in writing from PNC. 
I truly feel discriminated against.

Company response to consumer: Closed with explanation