Consumer complaint received 2016-11-04
Company: PNC Bank N.A.
State: NY
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker

Complaint:
Me and my husband went to PNC bank on XXXX XXXX to ask for prequalification, the loan officer was rude to us from day one saying " we do n't need to exchange pleasantaries '' till we move forward with the application. We saw the interest rates and decided to still go ahead with the loan application. Starting from day 1 he has been nothing but rude and unprofessional to me and my husband. I do n't know if it 's because we were a XXXX XXXX or he just hates to work. Either way, he entered all the information incorrectly and then asked us to sign the documents which we obviously refused to and our lawyer also advised us not to sign them as it can be a legal issue later on. I kept insisting on fixing the information but he kept stalling it. The closing date was supposed to be XXXX XXXX and we were way past XXXX and he still had n't corrected the documents. After mentioning we will complain to corporate he fixed it and tried to affirm that we will close on XXXX XXXX were ready to switch to another mortgage place at that time but he assured us we will be done and that he had all the documents. Eventually, right before the week of closing, the underwriter gets back from her vacation asking for more statements and we send her more, and then she requests more.I understand their need to verify bank statements but this is something that should have been done more than 3 weeks ago and not near the week of closing. Apparently right before XXXX XXXX, on XXXX XXXX, he tells us that closing on XXXX XXXX is impossible and he cant give a date for disclosure, which infuriated us since we gave him more than a month to get his act together. After we asked him why he did n't communicate with his underwriter before, he kept stalling the question and kept being rude to us saying he will try to get it done but cant give a date and now he 's not even saying it will go beyond XXXX XXXX which is the when the lock on the interest rate expires.I have a feeling hes intentionally doing this to jeopardize our loan since we did mention complaining about his attitude and behavior to corporate. He 's clearly not interested in working there or atleast hates XXXX people, which is clear from the rude text message responses he sent us and treated our realtor rudely when all she did was try to expedite the matters which other loan officers did mention would be straight forward to fix. This guy is incompetent and I am not afraid to have legal complaint against him on the grounds of discrimination if need be. I just wanted to file this complaint with federal bureau first to get it to the attention of pnc how incompetent this man is and if necessary we can produce all the communication to prove how rude he has been to us from day to day. Please fire him so he doesnt get the chance to do it to others and also help us expedite this process when there 's still a chance so we dont miss out on the house and the rate lock on our house interest expires just because our loan officer was incompetent or unwilling to be proactive or help us from the beginning. This whole experience is turning into a nightmare.We were so excited about the house and everything was going great except for this last drop with mortgage which was supposed to be in our favor and became the last obstacle. The officers name is XXXX XXXX XXXX ID # XXXX. He sits in the XXXX office near XXXX. I sincerely hope this man is removed from office before he spoils the entire experience for others and a better person gets assigned the job who values pnc and its customers. Also, this officer is now refusing to work with us when he complained to the branch managers about his behavior instead of being apologetic and this definitely needs to be expedited and addressed asap.

Company response to consumer: Closed with explanation