Consumer complaint received 08-10-2017 about Mortgage (Home equity loan or line of credit (HELOC)) with PNC Bank N.A. (CA).
Issue: Struggling to pay mortgage

Complaint: PNC Bank started mailing my husband and I letters back in XXXX of 2017 to advise us that our temporary modification ( which is all they would give us even though I asked for them to consider a permanent one ) would end in XXXX 2017. I called the phone number on the letter of XXXX ext XXXX and spoke with a account specialist named XXXX XXXX. This was either the XXXX or XXXX of XXXX. She emailed me the hardship package on XX/XX/XXXX. I gathered all the documentation required and completed the required paperwork and faxed this to PNC on XX/XX/XXXX. I followed up with a call to XXXX XXXX and she advised me that she did see something was faxed however it was too soon to see it completely in the system and if anything was missing I would be contacted. She was not sure if she would continue to be assigned to this or if it may be assigned to someone else however she assured me I would be contacted. I was never contacted from PNC until I received another letter which arrived on XXXX XXXX, 2017 with the same wording as the 1st letter stating our modification is up in XXXX 2017. It was a duplicate of the 1st letter, I called the number since there was no extension at XXXX and spoke to someone who 's name I can not remember ( however these calls are all recorded ) and I explained to this person that I had faxed in the paperwork required to consider us for a modification per PNC 's letter and I had called after this was faxed and verified it was recieved and was told I would be contacted which I never was. She said they had no paperwork and that I have had 2 temporary mod 's and do not qualify for a 3rd. I asked her why they are making me jump thought hoops and sending me letter to apply if I do not qualify.. She could not answer my question so I asked for a manager and she gave me her managers name XXXX XXXX  at ext XXXX. I left him a message and he called me back and I explained the situation and he asked me to fax the information in again and he would make sure it was handled as a exception. I told him what that other rep had told me about me not qualifying and he said they do make exceptions. I explained to him all the dates were expired and on the income and assets now and he said that was ok we did not need to send updated income or assets. I then received another letter from PNC dated XXXX XXXX,2017 stating the needed income and assets. I called XXXX and he said to ignore the letter and that all they needed was a copy of 6 months payment history going to my mom for 350.00 and a copy of our yearly time share fee. He gave me the email address to send this documentaion to. I emailed this toXXXX XXXX, 2017 to XXXX  and copied XXXX so he know the documents requested were emailed. I was then assigned to XXXX XXXX at the same number with an extension of XXXX. I think i spoke with him once to confirm everything they required was needed and he confirmed this. I called him a couple of weeks ago for status and did not hear back. I received a letter dated XXXX XXXX2017 saying we were declined for our modification because we did not qualify based on the review of the file. and told me to call XXXX XXXX ( which was the rep that was suppose to be helping us ) if I wanted to discuss liquidation, short sale or deed in lieu of foreclosure. Why would they ask us for specific documentation when it did not matter since it showed proof of exactly what I stated in my request for the mod. It 's like getting an mortgage approval and providing exactly was is asked for and the lender saying sorry we changed our mind. You just can not do that. I truly feel PNC were never going to try in modify us. This appears to be just a ploy to prove to the government that they tried and offered this option. There is still after 10 years no value in our property to cover the 2nd so we can not sell as a option. We are trying to do our best to hold on to this house.. We have not missed a payment and are still current however with a XXXX increase a month it will be impossible for us to pay this. I think PNC is trying to foreclose so they can collect on the insurance and really never had any intention on modifying our mortgage. This is a terrible way to bait and switch things and it surely not on the up and up. I can not believe these actions by PNC are legally allowed to be done to their customers. Interesting enough they sent me another letter dated XXXX XXXX, 2017 stating we need to give them a call because our loan modification is option is expiring and to call them immediately again. I have no idea what kind of business PNC is running but it is not right to do this to their customers. I strongly feel this should not be allowed by any financial institution.

Company response to consumer: Closed with explanation