Consumer complaint received 2020-08-07
Company: PNC Bank N.A.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Here is a brief summary and details for two major issues below. We started the loan refi process on XX/XX/XXXX. All requested information was sent on XX/XX/XXXX. Conditionally approved XX/XX/XXXX and again XX/XX/XXXX. Introduction to Loan Processing Analyst  XX/XX/XXXX. No response from Analyst via phone or email from XX/XX/XXXX, called again and sent followup email XX/XX/XXXX at which point I got a response. All requested information sent XX/XX/XXXX. Emailed XX/XX/XXXX to confirm closing was still set for XX/XX/XXXX, followed up XX/XX/XXXX at XXXX, when no response was provided, I emailed the supervisor of the Loan Processing Analyst, XXXX XXXX XXXX. I got a automated response that she was unavailable and at XXXX I forwarded all information to the supervisors on her email, XXXX and XXXX . XXXX responded on XX/XX/XXXX, closing day, at XXXX confirming that the Loan Processor was reviewing and also confirming for the first time that we wouldn't be closing that day. A new set of requirements and explanations was requested later that day. XX/XX/XXXX, loan processor takes vacation and additional pay stubs requested ( pay stubs sent XX/XX/XXXX ). Email to PNC on XX/XX/XXXX requesting update since no response given. On XX/XX/XXXX, backup Loan Processing Analyst indicated that file was delayed because they needed to complete an extension. XX/XX/XXXX, request for information again that has been provided 3 times already. Below is a full timeline on two items : my wifes joint account with her brother and my wifes salary. 

Joint Account : First request for information on Joint Account between my wife and her brother was requested XX/XX/XXXX. LOX signed by my wife and brother-in-law explaining 50-50 account was sent XX/XX/XXXX. 
XX/XX/XXXX, requested another explanation that it's a shared account and first request for source of large deposits. 
XX/XX/XXXX LOX issued explaining sources of funds. 
XX/XX/XXXX - Follow up email ( no response ) XX/XX/XXXX - Follow up email. Response that they would check on file. Email later in day requesting source of funds, previously requested and explained on XX/XX/XXXX. Phone call with Loan Processor to discuss repeated request for the same information. 
XX/XX/XXXX - Email request for source of funds for large deposits into shared account. 
Documents sent XX/XX/XXXX. 
XX/XX/XXXX - Email to confirm that this and the Schedule C issue are the only items remaining to clear. Email from Loan Processing Analyst later in the day confirms. 
XX/XX/XXXX - Email sharing requested source bank account information. 
XX/XX/XXXX - Request for updates. 
XX/XX/XXXX - Response that it's still with Underwriting. 
XX/XX/XXXX - Request for updated statements and again requesting explanation of the same large deposits explained XX/XX/XXXX & XX/XX/XXXX. 
XX/XX/XXXX - Reply with all documentation requested. 
XX/XX/XXXX - Request for update. 
XX/XX/XXXX - Reply confirming that Loan Processing Analyst is on vacation and replacement, XXXX, would help " wrap up your loan. '' XX/XX/XXXX - Request my most recent paystubs. I forwarded them later that day. 
XX/XX/XXXX - Request for update. 
XX/XX/XXXX - confirmed delay because they didn't file for the extension. 
XX/XX/XXXX - Request for explanation of large deposits explained XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and indication of lower credit score for my wife ( upon reviewing the documentation provided by PNC to us, I discovered that the mistook my credit score, 28 points lower than my wife 's, for mine and said that her credit store was decreasing. 
Needed approximately $ XXXX, has $ XXXX XXXX XXXX : XX/XX/XXXX - Request about Schedule C income. 
XX/XX/XXXX - LOX with chart of guaranteed salary and bonus with dates issued. 
XX/XX/XXXX - new request for confirmation of Schedule C income start date. 
XX/XX/XXXX - Spoke on the phone and requested that they refer to previously issued information. 
XX/XX/XXXX - Follow up email ( no response ) XX/XX/XXXX - Follow up email. Response that they would check on file. Email later in day requesting start date again. Phone call with Loan Processor to discuss repeated request for the same information. 
XX/XX/XXXX - Request from Employer explaining Schedule C income and YTD P & L. 
XX/XX/XXXX - Email to confirm that this and the Joint Account issue are the only items remaining to clear. Email from Loan Processing Analyst later in the day confirms. 
XX/XX/XXXX - Email sharing requested P & Ls XX/XX/XXXX - Request for updates. 
XX/XX/XXXX - Response that it's still with Underwriting. 
XX/XX/XXXX - Response on " declining income ''. Phone call and followup email that I would be providing my wife 's contract with confirmation of underwriter 's error, failure to review, and proof of guaranteed plus bonus income. 
XX/XX/XXXX - Signed contract sent. 
XX/XX/XXXX - Email request for update. 
XX/XX/XXXX - Email request for update. Response later in the day from the Loan Officer that underwriting would " need to be a really good explanation. You have a pretty severe declining trend in gross ( income ). '' Phone calls followed to explain that the underwriting wasn't reading the contract or properly reading the XXXX XXXX XXXX. 
XX/XX/XXXX - Salary letter of explanation, tax records and P & L sent. 
XX/XX/XXXX - Request for update. 
XX/XX/XXXX - Response that it's still with underwriting. 
XX/XX/XXXX - Request for update. Response later in day with quote from underwriter suggesting that contrary to what was requested by the Loan Officer, they aren't looking for an letter from the borrowers but rather a letter signed by the business owner. No reference to the contract, signed by the owner, that was previously provided that spells out the income. Email also questions suggests that the information provided was wrong and fabricated. I then immediately requested a phone call. 
XX/XX/XXXX - Email that Loan Officer wasn't answering or replying to phone calls and request for update. Loan Officer 's supervisor, XXXX, responded within the hour. 
XX/XX/XXXX - Request for update. 
XX/XX/XXXX - Request for update with further documentation on salary. 
XX/XX/XXXX - Request for tax returns again.

Company response to consumer: Closed with explanation