Consumer complaint received 2021-05-20
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: PNC Bank N.A. (IL)

Issue I have a HELOC with PNC Bank in good standing. On XXXX I sought information on the pay-off process and any action I need to take to maintain an open line on and was presented with a sum higher than expected. Since that date, I have diligently and in good faith sought to receive transparent information, i.e., the calculations of how this amount was determined. Since I put into dispute the amount PNC claimed I owed I have not received the requested information. I was poised with funds in my PNC account to pay off the HELOC but made clear I would need accurate and transparent calculation of the amount owed. The failure of providing such transparent and timely information has resulted in further interest due to the delay tactics by PNC. 

Brief Chronology I understood that a CoVID-SARS -2 Hardship Program for deferring interest on delaying payments would have resulted in payment for the deferred interest. However, the sum quoted by the PNC HELOC Loan department was significantly higher than my calculations. 

Therefore, with a visit to a branch bank ( XXXX ), and numerous telephone calls and emails, I attempted to gain clarity and requested an accurate calculation that transparently shows me how this amount was determined. By the loan department, I was initially told PNC does not provide such detailed information, whose staffer only responded by XXXX. 

I had requested process escalations of my inquiry, first on XXXX. On at least one documented occasion, the escalation was not submitted by the PNC banker until four business day later ; on at least one documented occasion, a case reference number and all of its call content records were deleted by PNC. 

To mitigate financial harm ( i.e., incurring more interest on the loan principal ) I made the daily allowable limit of payment amounts, as I had the funds in my PNC checking account, and had a XXXX HELOC balance by XX/XX/XXXX. 

I provided a chronology of my efforts to receive the requested information and provided it to the PNC Bank CEO, seeking assistance because as of XX/XX/XXXX, I had not received the information I requested or any other response from PNC, although I continued to inquire. The response to my letter to the CEO ( delivered by XXXX on XX/XX/XXXX, at XXXX XXXX ) took ten days after delivery. On XX/XX/XXXX, a staffer in PNCs executive branch contacted me. Despite several conversations and emails with that staffer, to date XXXX XXXX I still do not have the detailed information I requested. I confirmed with the staffer that I would await the information she promised to provide to make final payment on the XX/XX/XXXX, payment date although I have a XXXX balance but would pay the correct amount of owed interest once I have it. She assured me I would get the information within 1-2 business days. I did not. I received the advice that I could wait to XX/XX/XXXX ( i.e., pay within the grace period if information is delayed ). 


Since XX/XX/XXXX, PNC has not been forthcoming with information with extremely unprofessional demeanors and recordkeeping of customer inquiries by some staffers. This prevented me from gaining the simple clarity and accurate information I sought to PAY THE LOAN on XXXX in person at the bank! There is now interest I ought not have to pay ; however, I can not determine how PNC calculated that. 

PNC did not provide accurate and transparent information on the deferral back in XXXX when I requested that ; there was no paperwork sent, no contract sent to show the change in the HELOC, no signature required, no case or confirmation number of my calls provided although I asked, and during calls I was told that due to the pandemic paperwork is just behind. 

Today, XX/XX/XXXX, I received a general letter ( dated XX/XX/XXXX ) about the deferral via email. Today I received copies of loan statements which I have in my possession, but which do not provide the information I requested!