Consumer complaint received 2018-05-16
Company: PNC Bank N.A.
State: DE
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I believe I am considered a Successor in Interest on my primary residence, which is titled in my ex-husband 's and my name, with a home equity loan and HELOC secured by the home in both of our names, both loans with the same bank. We separated in XXXX, divorced in XXXX, court order issued XX/XX/XXXX regarding ancillary matters. Order states I am retaining the home and assuming both loans. I realize that the Court and the bank are two separate entities, but I understand that there are new regulations regarding mortgage servicing and successors in interest. I have contacted my local bank branch, their loan servicing department, and have asked for my request to be forwarded to the legal department, but the responses I've received indicate that there is no one that can assist me in determining how I can go about having the loans placed in my name alone. I had been told, prior to the new rules, that I must refinance the loans, yet I will not qualify on my own. If I am unable to have my ex-husband 's name removed from the loans, I will lose my home. I, alone, have made all payments on both loans since XXXX, which I've brought to the attention of the bank. I'm told this doesn't matter, since I don't have income. I need to know what the new regulations mean for me, as I've read lengthy portions of the documents and know that they can be confusing, even for lenders. I am not in the business of servicing loans and am trying to consult my lender, who IS in this business, to clarify what needs to be done to get my ex-husband 's name removed. I don't feel that it's my responsibility to invest hours in reading regulations that my lender is required to know, understand and comply ( with ), but I've done just that and need an answer regarding how my lender will proceed. IF, and only if, I must refinance, I need to know how I can be approved using minimal income figures, the liquid assets I currently own, and my excellent payment history ( the last 7 years being paid solely by me, which should prove my ability to pay ). In addition, I have repeatedly requested that statements be sent to my home address, which is also the property address of the home securing the loans, but the address has been changed by my ex-husband several times. The court documents state that I am retaining the home and both loans, yet both the branch and the loan servicing department have refused to change the address again because of the history on the account. As a result, I am still not receiving statements, which means that I'm unable to confirm payments credited and other information and have no paper reminder of payments due. While I realize that it's my responsibility to remember due dates, and I'm aware that electronic options exist, I systematically pay monthly bills using paper docs. I also prefer to retain historical files for paper docs and my lender is required to provide them to me. My lender recently converted loans to a new platform, which has resulted in a multitude of ongoing issues and crediting errors for most, if not all, accounts. My loan information is not correct, but I am not complaining about errors that I'm told will be fixed in the very near future. My concern is that I have no statements to determine how the pre-conversion vs post-conversion account information compares. To be fair, I have spoken with reps that have offered assistance and I've been told that the address has been changed to the correct address, but apparently there are multiple system levels and the problem has not been fixed. Those that have the ability to correct the info are those that refuse to correct it, based on the history that I mentioned above. I understand that the bank feels that they are in a bad position, given my exes repeated requests, but the court docs clearly show that he has no interest in the property and the loans are not his responsibility. The bank only needs to honor requests made by me. I have also received some past statements upon request, but none without requesting. The bank is unsure whether this is because of address issues ( given the multiple layers for address files ) or if the statements have been suppressed in order to correct the system-wide errors due to the platform change. I'm told that corrected statements should have already been received by customers, but I've received nothing. Finally, I expressed my concern about filing a complaint with the CFPB when I felt it was more appropriate to reach someone within the bank that could assist me with my successor in interest and/or loan assumption request. I was told that I should file a complaint, which at this point, I feel is appropriate, given the lack of interest shown for my situation and inability to provide me with any information.

Company response to consumer: Closed with explanation