Consumer complaint received 2015-06-02
Company: PNC Bank N.A.
State: MD
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account

Complaint:
XXXX my husband and I are co-signing for our XXXX year son to purchase a farm. He has been a farmer at heart all his life even in kindergarten he was trying to find a way so skip school to go to work on the farm. His dream was coming true as we sat down and signed the paperwork for the mortgage, or at least we thought. The bank giving us the mortgage requested another property that my husband and I own be paid off. We agreed and I went into the local PNC branch to give them a check for {$42000.00} to pay this loan in full. They advised me they would have to send it to their corporate location which seemed silly to me because we received the Home Equity Line of Credit right in the branch. A few days passed and I noticed my checking account still had the funds available. I called a few times and now realize I was just getting the run around. I was always told it would be processed. Finally XXXX week and a day from the time I gave them the check I was getting worried because I was told by the company giving us the mortgage for my sons dream farm that if they did n't know us this deal would be null and void already. I spent a few hours on the phone getting transferred around. Enough was enough and I told XXXX of the people I was transferred to that if we lost my sons farm that we would get a lawyer to pursue legal action. I was told by that representative not to threaten them. He then asked if he could place me on hold for XXXX minutes and I agreed. Over XXXX minutes later I was greeted by another person. I had no clue I was even being transferred. It seemed to me at that moment they were just transferring me around hoping that I would just have to disconnect the call. The person that came on the line was extremely nice and ensured me that they would take care of anything and if I needed anything to call them directly. I can only assume now that she was just deceiving me and telling me that to get me to calm down to buy them more time. I have called and left her messages now several times with no answer or response. 
This has gone on for almost XXXX weeks now and it is causing me XXXX and I have been XXXX for a week XXXX due to worrying about my youngest son losing his farm that he has worked so hard to earn. This is causing me and my family financial harm not to mention the young girls who are selling the farm to us. They were left the farm by a family member and I can only imagine the distress and financial crisis it is causing their family as well. 
All I want as a resolution to this matter is to get my check cashed to pay off the HELOC so my son can purchase his farm and I also want PNC and the representatives involved in this matter to be held accountable. If this is happening to me it has to be happening to others and I would n't want this stress and anxiety to harm another person. My faith in PNC and the financial industry is definitely in question now as how can this stress and anxiety that this has caused be worth it. I truly feel that it has taken its toll on me and taken years off my life. 
Please help me with obtaining resolution as quickly as possible to this matter. Any help the CFPB could give in resolving this would be greatly appreciated. I hope that you can renew my faith in the financial giants that run this country.

Company response to consumer: Closed with explanation