Consumer complaint received 09/27/2016 about Mortgage (Home equity loan or line of credit) with PNC Bank N.A. (MI).
Issue: Loan servicing, payments, escrow account

Complaint: In XXXX we filed bankruptcy and affirmed our loans to PNC Bank as we had a HELOC ; affirmed our XXXX XXXX XXXX HELOC and XXXX XXXX ( car loan ). We needed our home and vehicles to get back and forth to work. We continued to pay on these loans with no problems. We did not get any statements or monthly bills from PNC bank and when we called them, they were less than appropriate and asked us what we wanted. We asked about the statements and they said " you filed bankruptcy and we no longer want to talk to you ''. We did not file bankruptcy on this loan and continued to pay. We went to our bankruptcy attorney and explained what happened and he said to stop paying them as there was nothing we could do. Someone at PNC made a huge mistake. We did not put that loan in the bankruptcy. We continued to pay and got no where. We called them SEVERAL times and it fell on deaf ears. We eventually stopped paying. They told us it was bankruptcy on them. We tried and spent countless hours on phones and at the bank to no avail. XXXX XXXX the President of PNC was extremely rude and said what was done is done and no other arrangements will be made. That is when we quit paying per our counsel advice. The bankruptcy was discharged XXXX and life went on. Then 10 years later, XXXX PNC contacted us and stated that our property value had increased and they wanted their money. We were shocked at first, but were willing to work with them and asked about the bankruptcy and they acted like we were ignorant and we were treated horrifically. They wanted us to make installment payments and do a load modification. This went on for 4 months and finally after 4 months they came up with loan specifications and we started to pay them and to be quite honest, we wondered what what going on with all of this. Our new contact person at PNC is XXXX XXXX and her office. These people were rude, condescending and ruthless. We went back to our bankruptcy attorney and he never heard of such a thing. XX/XX/XXXX-XX/XX/XXXX this was on our credit report and discharged in bankruptcy ( although unbeknownst to us, a lien was still on our home ). There is NO record whatsoever of this loan on our credit report. We have to pay {$270.00} a month to them with no statements sent to us after us going to the bank and asking ; calling the bank ; calling their corporate office and going to other branches. They treat us like we are either ignorant or what loan are you talking about. We pay this loan with a check every month and an EXPIRED Visa credit card with the account number on it and when we go to the bank, the tellers look at us like we have no clue. We have volumes of paperwork regarding this whole situation and all of the people we have spoken to. We are trying to modify our loan with XXXX XXXX XXXX and they have tried to contact PNC regarding what is going on with the loan and they will not give them any information. I offered to PNC to sign a release to XXXX XXXX and they refuse. We can not move forward with XXXX XXXX as PNC has first lien on our property and they WILL NOT cooperate with us or anyone about this past indebtness. We have always tried to to the right thing, but this is impossible and we are paying PNC money and why and what is going on? We feel that they are doing something that may not be legal against us. We have all the contact information about PNC and also the people we are trying to work with at XXXX XXXX XXXX. Would you please look into this? We have spent years trying to figure this out and to no avail.

Company response to consumer: Closed with explanation