Consumer complaint received 2018-02-07
Company: PNC Bank N.A.
State: MT
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
We have an FHA mortgage loan and the holder of the loan is PNC Bank. PNC Bank is refusing to review us for homeowner assistance options. They will not assign a point of contact to work with us, they will not consider any alternatives to help us get back into good standing on our mortgage other than full reinstatement. They won't even answer their phone when we call or return our call!! This whole problem started when a check bounced about a year ago and it led to multiple overdraft items and fees and ONE missed mortgage payment. We have tried the entire time since we missed the payment to fix this and PNC has been unreasonable and difficult the whole time and has obstructed the process. We are now facing a foreclosure sale date of XX/XX/XXXX. 

We have owned our house for nearly 10 years. My husband and I occupy the home with our XXXX children. My husband has worked as a XXXX  for years and I currently work as a XXXX XXXX XXXX. We make enough money to pay our bills, but don't really have much of a rainy day fund. In XX/XX/XXXX our bank account became overdrawn. This led to multiple checks bouncing and multiple overdraft fees. It was a mess for a couple of weeks and as a result we missed our mortgage payment. The next month ( XX/XX/XXXX ) I called in to try and make my regular mortgage payment. They told me I had to pay two months worth of payments, plus late fees. I told the PNC agents I could pay the full payment for XX/XX/XXXX and half for XX/XX/XXXX and that we could work the rest of it out. Their agent refused to accept this arrangement, and told me there were no options other than full reinstatement. We continued to try and fix this matter over the next couple of months, but their agents would not work with us on some type of repayment plan or a way to bring down the delinquent balance by making payments and PNC continued to tack on late fees. We made an honest effort to fix this problem but feel we were stonewalled by PNC. Finally when we were 3 months behind we were told that we could apply for help through a modification. I began this process and sent the paperwork in over and over -- this must have gone on for six months. Eventually we received a letter stating that PNC was no longer going to continue the review because we had exceeded our options. The meaning of this was not explained, and we don't understand how we could be trying to fix this for 8 months and then after all that time are told there are no options for assistance. 

This minor problem, where I had the ability to get caught up and only be a partial payment behind has now turned into a disaster for our family. We are told that there is a foreclosure sale date on XX/XX/XXXX. We do not have an assigned point of contact, and when we call to try and get answers or talk to someone about our case no one picks up. This is wrong and not the way things are supposed to work. There are multiple assistance options available on a FHA loan that is backed by HUD and PNC is supposed to review us for ALL of these programs in order to determine what options are available. By dragging this out from 1 month to 4 months to 8 months and now 14 months PNC has put our backs against the wall

Company response to consumer: Closed with explanation