Consumer complaint received 2015-08-12
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: PNC Bank N.A. (HI)

XXXX XXXX my husband was contacted by his mortgage company to do a HARP refi via email. XXXX XXXX, a loan officer with PNC which is my husband 's present mortgage company contacted him, at first he offered a rate about 4 %., he pulled credit at my husbands approval but would never email a credit report. He stated that he was not a credit bureau and he could not do that, he also stated my husband would receive a letter within a week which would show him how to obtain a copy of his credit report. My brother is a XXXX in XXXX XXXX and he said whenever he pulls credit he always emails it to his clients. We started working with another company that offered a 2.875 % but with closing costs. We contacted XXXX again in this process and asked if he could give a better rate. XXXX offered XXXX different scenarios, the one we chose was a 3.5 % on a loan of XXXX with XXXX closing costs. We chose the higher rate of the XXXX as XXXX stated we would not need income verification or an appraisal, as they were his present mortgage holder and he would be doing a HARP refi losing 2 % from his present 5.5 % rate. I even confirmed this by email. The truth in lending packet came and did not have the GFE. My husband received the GFE a week later and it was showing settlement fees of XXXX. I balked at this, tried to get XXXX XXXX to revisit the figures and even went higher up the chain of command. I called Corporate Office and spoke to XXXX XXXX, who put me in touch with XXXX XXXX who was a regional manager and also over XXXX XXXX. In conversation he told me another GFE would be sent, this arrived a week later asking for higher fees of XXXX. I went higher up the chain to V.P. of operations, XXXX XXXX. I received a XXXX GFE not only with higher settlement fees of XXXX but also raising the loan amount that my husband had already locked from XXXX to XXXX. I really feel like this was a bait and switch. The term I believe is predatory lending. I, in the process found out that XXXX XXXX Regional manager and XXXX XXXX boss was no longer with the company. XXXX and XXXX told me I should grab the other loan my husband was entertaining. This was also very unprofessional. I told him the reason we did not take that loan is because of the closing costs. When the original GFE came via mail, I tried to work with XXXX, he said if we wanted to cancel the loan, we could. All he would have had to do at this point is receive approval from upper management to take the XXXX origination fee off and we would be glad to glad to move forward. I called corporate office and was put in touch with XXXX XXXX, XXXX 's regional manager. Everyone continued to tell us the numbers would be reviewed one more time. I am attaching email documentation of our offer, XXXX GFE 's and the letter of intent. I have not heard from XXXX XXXX since my last email 3 days ago, asking him to escalate this up or I would. XXXX XXXX 's we only spoke to XXXX time, maybe XXXX. This was supposed to be a simple streamline REFI being that my husband has his loan under PNC and there was no income verification, appraisal or closing costs. We have been in this process so long our balance is now XXXX less on our mortgage. We are already working with a gem of a guy at XXXX XXXX, who gave us a lower rate of 3.375 % and received our GFE with them owing us a very small balance in the end. Their lender credit is XXXX. After multiple attempts, we got tired of trying to do battle.My goal here is to stop predatory lending and to prevent this from happening to someone less knowledgeable or more desperate.