Consumer complaint received 2016-11-28
Company: PNC Bank N.A.
State: MD
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Credit decision / Underwriting

Complaint:
While refinancing or attempting to, pnc XXXX original valuation was above the XXXX so they felt confident especially after I explained just a couple of improvements to them. All set-pending appraisal. Appraiser from XXXX, XXXX XXXX talked to my husband on a few previous calls. Despite knowing we are XXXX and are signers, she never asked if we d needed an XXXX or accommodations. When I met her at the door, she screamed at me so hard I felt the vibrations. Claimed she 'd called XXXX times ( untrue ) and went on to say '' ... YOU PEOPLE ... '' Needless to say, I was stunned and very very confused as how that 'd happened. Very apologetic to her using gestures- again with gestures, asked if she wanted to start upstairs and she pointed her pen at my chest, touching me/my shirt, at herself and then pointed at the floor. " No, we start RIGHT HERE! " -she then asked if I XXXX, I said no just a little bit. ( It 's easy when people are XXXX, tho ). She then gave me a very slow and contemptuous look up and down and shook her head as if to say shame on you. Then made it absolutely clear she would n't write by grabbing her notepad case closer to her chest. Walked off fast to the XXXX, and I 'm just getting nervous. Then she suddenly stopped n leaned in to study XXXX of my portraits of my XXXX. She realizes the baby is XXXX and I see her face turn into pure hate. Sneers n scoffs n again walks off without even looking at me. My husband then comes out of the kitchen and I warn him off with a look/shaking my head. Told him she wo n't even let me write so he grabbed a pad for me. Right after this, I 'm listing all the improvements and we are now outside. Petting my XXXX as she now seems friendly, with them anyway. I write that they 're XXXX, too and she reacted like her hands had been burned-pulled them away quickly. So much more but the end point-she would n't even shake my hand. Valuation comes in very low n I tell the bank. Underwriter says I 'm sorry that happened to you-brief. An associate I 'd been talking to expressed a much more genuine apology. She let the lead escalation officer know. XXXX begins a dialogue with me. Meanwhile, I receive new counter offer loan papers on the XX/XX/XXXX. To be signed by the XX/XX/XXXX or lose the locked in rate n discounts. I immediately tr contacting the underwriter ASAP but do not hear from her. Next day was the XX/XX/XXXX XXXX I 'm frantic because it 's the XXXX weekend coming up. XXXX assures me we have time but I say no I 'm to sign by the XXXX. Sent photo verification. XXXX had contacted others and now more were involved. Underwriter finally responds very late that afternoon and says not to worry. Original agreement will remain with expiration at XX/XX/XXXX-no need to sign those amended papers. By this time it 's been agreed they 'd do another appraisal from this same vendor. I request an XXXX. VP of national link says nothing wrong with report -used standard methodology. This company is rated at a XXXX by the XXXX with a staff of XXXX. XXXX lost her license this past XX/XX/XXXX but now in vendor management n somehow has a license until XX/XX/XXXX. Does NOT state when re instated. I suspect she may be part owner or XXXX of the managers. Have asked national link to recess themselves as they can no longe promise an unbiased appraisal. No word yet. Their valuation was my purchasing price back in XX/XX/XXXX, just before the recession ended. bought it at XXXX below appraised value. We have invested XXXX or more but despite home prices up, XXXX of the most desirable areas and improvements such as exterior paint job with porch fixed-we are somehow valued XXXX below the termite infested damaged n simply in bad shape home back in XX/XX/XXXX? Ofc we had them fix that termite issue n new joists n subfloor put in. Extremely biased and horrible attitude-no fear of showing it-XXXX. Hoping to work with bank but need your help

Company response to consumer: Closed with explanation