Consumer complaint received 2019-06-14
Company: FIRST NATIONAL BANK OF PENNSYLVANIA
State: NC
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
Ok, where do I begin? In XX/XX/XXXX we acquired a mortgage loan from XXXX XXXX XXXX, XXXX NC to finance our rental property a Mobile Home Park, in the amount of {$170000.00}. Then in XX/XX/XXXX we went to XXXX XXXX XXXX for another {$45000.00} for the Mobile Home Park. 

We have seen the bank go from XXXX XXXX XXXX to XXXX XXXX XXXX, then to First National Bank Which is where our complaint starts : In XX/XX/XXXX, when First National Bank took over we began to have problems with paying our accounts early. The accounts were due on the XX/XX/XXXX of the month, and I always paid early ( see Attachments ) The First time When I complained to FNB about the charges to my accounts, showing the payments going to principal with no interest to them, and a late charge. XXXX XXXX ( XXXX Office ) with FNB took care of it and said she would contact main office and correct. Ok the second time on XX/XX/XXXX I went back to XXXX XXXX ( XXXX Office ) and she printed it off and said she would get the late charges reversed and show the correct payments, I explained that I always pay early. FNB did not make the adjustments to the interest payments to correct for early payments. And I was told by XXXX XXXX ( XXXX Office ) to wait until the XX/XX/XXXX of each month for the payment to drop before I made the payments, that were due on the XX/XX/XXXX. I reminded FNB when the loans were set up we were told by the loan officer ( XXXX XXXX ) In the XXXX Office at that time, we could pay at any time. Ok here goes the Kicker!!! We were contacted in XX/XX/XXXX by FNB to do a modification to continue our loans, which we have done every 3 years since XX/XX/XXXX. I was contacted by XXXX XXXX ( FNB ) that she was on it. I checked with XXXX every week, since I was in the bank making deposits weekly, always asking where we were. She ( XXXX XXXX ) always replied we just need one more thing. As time went on I was really getting frustrated with how long it was taking.but me being a patient person I had faith. In XX/XX/XXXX I was contacted and ask for our business taxes, which I took into the bank and XXXX XXXX made copies. XXXX XXXX told me she need one more thing, On XX/XX/XXXX I was ask to sign papers Certification of Beneficial Owners of Legal Entities Which I did since I was in the bank weekly. I told XXXX XXXX I could not print off the statements for the 2 accounts, through the internet on their banking website so she supplied me with statements. Then the next week or so she ask for one more thing a copy of my husbands and my driver license which I supplied. Then in XX/XX/XXXX XXXX XXXX ask for our personal taxes, which I told her should not be required, since it was a business modification, however I supplied them on XX/XX/XXXX which she made copies in her office. 

Then on or about XX/XX/XXXX I receive a letter that states we regret we are unable to approve your application. This letter was sent to XXXX ( my Husband ) personally and one to me Personally, and one to the business, XXXX XXXX XXXX. I contacted FNB-XXXX  XXXX and ask her why? She ( XXXX ) was not concerned, said they must have sent out a form letter, and she assured me we were approved for the modification. She said ( XXXX ) we had excellent credit, had excellent credit scores, excellent history of payments. Then FNB sent out another set of letters on or about XXXX saying the same thing. I called XXXX again, she was to contact main office and take care of it, we were approved not to worry. Then in XX/XX/XXXX XXXX Called and said that they were not approving the modification of the loans. We were Shocked!!! 
Then we ask how long we had to arrange a pay off to find financing elsewhere, we were told to keep making payments and we could have 6 months to a year, so we decide best option is to borrow against our home at XXXX XXXX XXXX XXXX for fast and cheepest way to pay off First National Bank. Then we get a call from a different office in of First National Bank in XXXX, NC from a XXXX XXXX, she said we needed to go into FBN, XXXX, NC office and pay a {$500.00} fee and sign papers to get 6 months, we requested ( we never requested 6 months, we were told we had 6 months to a year as long as we kept payments up. So we went to XXXX to see if we could expedite the procedure to save us form dealing with FNB any longer. XXXX said if needed they would do a personal loan, if we needed it quick, but at a rate of 10.6 percent. Plus we found out where we had a portion of the house being remodeled it might take longer to do the house line of equity at 4.6 percent depending on what the house appraised and the current marketability of house at this time. 
During this time period of the modification process we were told to continue making our regular payments, which we did and we have printouts showing these payments. Our payments as of XX/XX/XXXX thru XX/XX/XXXX show the payments being made early and no interest to the bank. When I ask XXXX XXXX about the interest I was told they do not collect interest during the modification process. Ok, then I print off a balance to pay off the accounts, one is {$24000.00} and the other is {$15000.00} ( see documents ) and go to the bank to pay off these accounts. They tell me wait a minute we have to collect interest in the amounts of {$1200.00} and {$780.00}. When they print me off a paper it shows these balances with interest. Then the papers also state its Lost Interest ( see Documents ) We just couldnt take any more of these changes being thrown at us, one person telling us one thing the second person different, then the numbers change. 

Luckily we had the ability to pull out credit cards and pay them off on the spot. This caused us great grief and concern, especially for others who would not have the ability to use or have good enough credit to as we did. 

FNB stopped letting us print off our payment schedule that showed all early payments. ( they actually told us to stop paying early ) We actually still have these print offs and all our records of payment if needed. We absolutely never had problems and could not understand what changed until we looked at what was different, XXXX turned XXXX this year and I had a XXXX 3 years ago, and we are concerned this had more to do with denial of loan, than anything else. 

There are two accounts under the mortgages, XXXX and XXXX.

Company response to consumer: Closed with explanation