Consumer complaint received 2016-04-28
Company: PNC Bank N.A.
State: IL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Due to a illness I was unable to work for over two years. I finally hit the point of running out of savings and fell behind on both my first and second mortgages. In dealing with PNC I have now submitted a complete Mortgage Modification Application 4 separate times. On the first they notified me that they needed an additional document, which I submitted timely. two weeks after the deadline date I got a letter saying it was rejected because I did n't file a complete package. The second time they lost my package so I filed it again a third time ... .they again said because my package was n't complete, they would only offer me deed in lieu of Foreclosure. ( I had submitted everything they asked for and received no notice that any documents where missing. ) In XXXX I gave them one last opportunity, I filed a complete Modification Application checking each item off as I went. I sent that in on XXXX.I received a return text that my documentation packet was received and that they had received all four emails and all XXXX requested documents. On the XXXX I received notice they were missing the main application. ( Which I had included in the first of four emails. ) I resent it. Forward now to the end of XXXX, I get notification that I have n't yet submitted a modification request application and that they are missing the application, bills, tax returns, budget, P & L statement ... etc ... ALL of the documents they said they received back in XXXX. When I questioned it, they said all that mattered was they did n't have it to process it. I am furious! I have spent a minimum of 6 hours each time I had to gather copy and email the applications. I checked off each Item. I could see maybe having one item slip through the cracks ( actually not on the fourth one because I painstakingly checked off each item. ) but the entire application ... .again!! So I have been trying since last fall to submit the documentation, 4 times ... and have XXXX to show for it. They have switched my Single point of contact XXXX times and now have me talking to a department head who has sent me three emails instead of calling me as I requested, and on each of his emails he basically insults my intelligence as he keeps saying that I have n't turned in the documents so they ca n't alter their dates or provide solutions ... Actually in his last two emails he admits he has XXXX of my documents ( which they said they did not have ) but XXXX I was told that the electronic signature I used was not allowed, even though I asked specifically before using it and I had been using it since last fall on some documents. He also told me that the XXXX document I used was wrong ... even though I got it right off the IRS website ( PNC 's answer is the IRS is wrong in the document you need to file with the IRS to allow tax synopsis to be viewed??? ) So as you can see PNC is either playing games with me or has no ability to handle modifications properly. I have literally filed 7 months of bank statements 3 months of bills XXXX pay check stubs and budgets, P & L 's and EVERYTHING they have asked for ... only to be told PNC has lost or mishandled my documents or that I missed a deadline because although I was timely with my submission, they did n't get it to the right department on time. I am more than upset with their inability to give anything that resembles Customer Service. It is as if they WANT my condominium ( I know the banks do n't want properties ... so why ca n't they be professional and use my information to offer me loan modifications? There delay has also caused me to fall behind on my second mortgage and that one is now being written off as an asset by XXXX. Had PNC been timely I could of worked out a solution with XXXX XXXX XXXX, but PNC 's delay made it impossible to work on the second since we had no resolution to the first.

Company response to consumer: Closed