Consumer complaint received 2020-02-19
Company: PNC Bank N.A.
State: NY
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
I met XXXX XXXX XXXX XXXX ID XXXX in the XXXX XXXX XXXX. She came of as a knowledgeable loan officer  and as a board member of the group seemed trust worthy. At the time we met I was shopping for a home equity loan. At that point I have spoken to XXXX XXXX was told that the bank had a great program were there would be {$100.00} closing costs and XXXX under prime. I asked for her opinion on that offer and was told that PNC had no closing cost at all and they offered XXXX under prime. As the PNC offer was much better I decided to go ahead and apply for the loan. 
We decided that a 20 year term was best. I was originally quoted a XXXX XXXX  monthly payment and was asked to bring in previous mortgage statement, XXXX, XXXX and bank statements for the past two years. I came into XXXX XXXX office on XX/XX/XXXX signed some paperwork and provided her with the info she needed. There were some underwriting requests since the company I was working for had just recently been purchased. 
On XX/XX/XXXX I received a SMS from XXXX XXXX that the loan was approved and appraisal was scheduled. On XX/XX/XXXX I sent XXXX XXXX a SMS letting her know I received a letter stating that there are closing costs and wanted to talk to her about it. We spoke on the phone and I was assured that the closing costs are listed but will be waved. The appraisal for the property came in on XX/XX/XXXX and the home was appraised for {$520000.00}. I continued to receive paperwork showing a closing amount and every time that was questioned the answer remained the same. This will be waved at closing On XX/XX/XXXX I was told that the file is being sent to closing and XXXX the paperwork was sent out to close via mail. At this point my rate and monthly payment have increased. I was OK with the new rate and monthly payment. 
On XX/XX/XXXX I received a call from a processor who told me that there will be closing costs and I will have to set up a checking account with PNC bank. I was not aware of any of this and asked him to reach out to XXXX XXXX. She then sent me a SMS saying this : Give me a bit. What this guy is saying doesnt make sense with the closing costs. My manager is going to his. Shortly after this email I received a call from her telling me that her manager will be able have them waved and it was his error since he confused the home equity loan and home equity line of credit. She then told me that in order to receive a lower interest rate a checking account must be open and someone will reach out to get that set up for me. Dont worry she said there is very small minimum to have in this account like {$20.00}. I spoke with the banker come to find out that minimum is {$500.00} and the closest branch to me is over 40 miles away. 
On XX/XX/XXXX I reached out to XXXX XXXX to find out the status of this loan since I have not heard anything back from PNC Bank. I was told that the funds were disbursed on XX/XX/XXXX to an account that had no access to and no knowledge off. At this point I was not able to take advantage of my look back period. I asked XXXX XXXX to get me the account information so can at least find out what is in my account. After she was able to provide me with the account information I was able to set up access on line and noticed that the closing costs were not waved. I was told that her manager is still working on the refund. As I followed up over the course of the past 4 months I was told that she would reach out and follow up with her manager. These are the dates I followed up : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. 
On XX/XX/XXXX I asked for contact information for her manager and was only given his email address. A few moments later was told that the CEO want sign off on the reimbursement. 
PNC Bank took advantage of me! I was told that certain fees/ closing costs will be waved and never had an opportunity for a look back period to cancel the loan. 

P.S. If any proof of correspondence is required please do not hesitate to ask. I have all SMS and email correspondence available upon request.

Company response to consumer: Closed with explanation