Consumer complaint received 2016-08-08
Product: Mortgage — Conventional fixed mortgage
Issue: Settlement process and costs — 
Company: PNC Bank N.A. (NY)

My husband and I got our mortgage through PNC Bank for our home purchase in NY. We had a number of issues with our loan servicing agent. Some were just inconvenient like her asking for the same document multiple times when she already had it and then towards the end of the process things became more serious. First, I was emailed the closing disclosure form at XXXX XXXX evening. My husband is the person that is taking the loan out so I could n't figure out why it was sent to me. Then, the CD included someone else 's name and account information. It was for another loan for someone other than us. That was scary. Was our loan information out there somewhere with someone else?! When we told them of the mistake they issued another form the following day and my husband sent it back to her that very same day. Later that afternoon we were contacted and told that because the CD was received by the bank so late they would be delaying our closing. This was confusing and frustrating as we got it back to them the same day as soon as we got the correct paperwork. They eventually pulled the closing together and we closed on XXXX XXXX. Or so we thought. Two weeks later we get notice from our attorney that PNC has contacted her office and told her we owe an additional $ XXXX to close. We thought we had already closed! Apparently PNC did not calculate something properly with our taxes and when it went through final review post closing the mistake was found. Then we were told that the sellers wold start charging us for every day we did n't pay the additional money because the sale had not cleared which meant they were getting charged by their bank so we would have to assume that financial penalty. So of course we scraped together the additional money immediately to avoid a further financial burden. We have been trying since then to straighten this all out with PNC to find out how it was possible for them to send such a grossly incorrect disclosure. How it took TWO WEEKS to figure it out. We wanted to know how it was legal to charge us so much more money, at no fault of our own. The whole point of the 3 day rule for CD 's is to give people time to ensure they have the proper cash to close. This has been a huge stress for us as that is not a small sum for our family. The even bigger issue we have had is that they are completely ignoring us at this point. We have filed so many complaints, been told things are being " escalated '' and then we will get a call, they will tell us they are " looking into it '' and will call us back and then they NEVER call us back. I went so far as to even message and post on their facebook page because we were being ignored by the people we worked with during the process. All we asked is that they refund us their fees as they did n't do their job. We understand that money is due if it is due. But the whole point of paying for a service is that the person you are paying does the service you are paying for. I do n't think it is asking too much to expect someone with the authority to fix things to call us back when they say they will. Your word is your bond and they have broken it over and over. I have informed them I would be filing complaints as I feel that they have done is wrong and possibly illegal.