Consumer complaint received 2024-05-21
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: PNC Bank N.A. (NC)

This complaint is a followup of my prior complaint ; XXXX, which was not resolved to my satisfaction. 

I am writing in response to PNCs letter dated XX/XX/XXXX, regarding my complaint filed on XX/XX/XXXX, concerning the assumption of my mortgage loan. I appreciate PNCs detailed response and their efforts to address my concerns. However, there are several discrepancies and additional points that need clarification and resolution. 

Timeline and Communication Issues In PNCs response, it was stated that the Initial Assumption Request Form was received on XX/XX/XXXX. However, I submitted the initial assumption application form on XX/XX/XXXX. I realized I had forgotten to attach the divorce decree and followed up on XX/XX/XXXX, to correct this oversight. I followed up again on XX/XX/XXXX, as I had not received any response to my communications sent in XXXX. I have the email thread to support this timeline. 


Request to Pause the Process My request to PNC was to pause the assumption process due to my layoff. I specifically asked for this to prevent further complications. Despite this request, the following occurred : On XX/XX/XXXX, PNC sent a Notice of Incomplete Application, requesting I unfreeze my XXXX credit report, sign and date the previously provided Intent To Proceed, and return the document by XX/XX/XXXX. 
On XX/XX/XXXX, the assumption application was closed for incompleteness because the requested documentation was not received. 
On XX/XX/XXXX, a new Initial Assumption Request Form was emailed to me. 
I was advised by XXXX over the phone not to take any action on this matter, as she was actively trying to help pause the assumption process. This advice directly conflicts with the subsequent actions taken by PNC, leading to further delays and confusion. 


Concerns About Representatives Advice and Communication In my initial complaint, I expressed concerns that a PNC representative suggested I should not have informed PNC about my layoff, which is misleading and potentially suggests mortgage fraud. While I appreciate that PNC has escalated this concern to the appropriate management level, I would like to be informed of the outcome of this investigation to ensure that such advice is not given to other customers in the future. 

Additionally, XXXX never responded to any emails I sent her. She only followed up with me over the phone, calling at her convenience, allowing significant time to pass before following up with me.. I realize now that this was to avoid any sort of paper trail, as she made a lot of promises and statements to follow up with items during our phone conversations that I never heard back about. This included her commitment to putting a pause on the assumption and determining a way to avoid needing additional signatures from my abusive ex-husband. It was for my self-preservation that I specifically did not want him included in the process. 


Current Status and Emotional Impact I now have a new job and an offer letter, but I was not told what to do next, other than to complete the Initial Assumption Request Form that was sent to me four days ago, which is the exact same form I filled out and sent in XX/XX/XXXX. This form requires more signatures from my abusive ex-husband, which I had hoped to avoid. XXXX sympathized with this and understood the dynamic, and told me she would help me avoid needing his signatures in any way possible. It feels like I spent the last two months fighting for something that ultimately got me nowhere. If I hadnt made the original complaint in XXXX, I believe I would be in the same position I am today or possibly further down the process. It took months of effort, fighting, and phone calls for what seems to be no progress. 


Issues Not Fully Addressed - Competence of the Representative and Availability of Others : The response did not address the competence of the new representative or the difficulty I experienced in speaking with other representatives when I needed assistance. 
- Confusion Internally About the Process, Needs, and Timelines. 
- Application Fee : The response did not address the additional {$150.00} fee required to restart the assumption process, which I find unreasonable given the circumstances. 


Comparison with XXXX Before my mortgage was sold to PNC on XX/XX/XXXX, I nearly completed the assumption process with XXXX. This process was significantly shorter and less expensive. I was less than two weeks away from finalizing everything when the loan was transferred to PNC. There was no understanding or assistance provided during this transition, aside from instructions on where to pay my bills. The lack of support and continuity during this transition period has been very challenging. XXXX only required a {$25.00} fee to run a credit check and only required my ex-husbands signature on the final closing paperwork. Additionally, I was told that their process overall would take approximately six weeks, which is much shorter than the six-plus months PNC has stated. I am very confused why the same process varies so significantly between companies. 


Proposed Resolutions Given the above points, I request the following resolutions : - Clarification and Correction of the Timeline : Acknowledge the actual dates of my communications and submission of the initial assumption application form. Provide an accurate timeline for the remainder of the assumption process from now until close. 
- Pause the Assumption Process Without Penalty : Honor my initial request to pause the assumption process without requiring me to restart and incur additional fees. 
Allow me to send in updated information, including new job details and verification paperwork, as well as updated bank and credit card statements. This will be added to the already existing packet of paperwork I completed and returned to PNC on XX/XX/XXXX, and will continue with the assumption process from where I left off in XX/XX/XXXX. 
This includes using the already signed request to assume a mortgage, the already completed assumption packet, the already paid application fee, and the previously requested credit report. 
If it is mandatory to start the process over, then I request the additional application fee of {$150.00} be waived. To maintain my safety, I also request that PNC contact my abusive ex-husband for signatures. 
- Improved Communication and Support : Ensure that I receive clear and consistent information from knowledgeable representatives throughout the remainder of this process. I want to have an advocate for my best interests rather than someone who prioritizes the interests of PNC. 
- Outcome of Investigation : Inform me of the outcome of the investigation regarding the misleading advice given by the representative. 

I appreciate your attention to this matter.