Consumer complaint received 2015-12-15 00:00:00
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: PNC Bank N.A.
State: WA

Complaint narrative:
We filed bankruptcy in XXXX XXXX which was discharged on XXXX XXXX, XXXX. 
We have a home equity loan with a minimum monthly payment of {$690.00}. The loan originated in XXXX with National City Mortgage who was later bought out by PNC Bank. 
We have made voluntary and regular payments on our home equity loan following the bankruptcy. After the bankruptcy discharge, we continued to receive normal monthly statements from National City Bank and then beginning in XXXX XXXX we received normal monthly statements from PNC Bank. 
In late XXXX we began making $ 800 monthly payments. Since we were paid ahead on the loan we skipped payments in XXXX of XXXX and XXXX of XXXX and made a {$400.00} payment in XXXX XXXX. In XXXX, XXXX and XXXX of XXXX we received letters from PNC Bank that said " billing statements are generated 19 days prior to payment due date. Since your loan is paid ahead, you will not receive a statement until that time. '' The letters also said " If you wish to make a principal only payment without moving your due date ahead, please circle " Yes '' to the " Principal Only '' question. '' We have never received any type of letter from PNC bank retracting the XXXX XXXX letters about paying ahead on the loan and we have never requested a principal only payment without moving the due date ahead. 
Beginning XXXX XXXX we made regular $ 800 monthly payments, skipping payments in XXXX XXXX and XXXX XXXX. We did not receive any statements or notices from PNC Bank about having an amount due after these skipped payments. We made a {$400.00} XXXX XXXX payment and a {$600.00} XXXX XXXX payment and still never received any notice of payment due or retraction of the XXXX letters from PNC Bank. We continued to believe that our loan was paid ahead. 
In XXXX XXXX we applied for a mortgage refinance with XXXX XXXX to refinance both our first mortgage and our PNC home equity loan. PNC Bank submitted a " Verification of Mortgage 12 Month Payment History '' document to XXXX XXXX and this document dated XXXX XXXX, XXXX stated that we had XXXX 30 day late payments with the date next mortgage payment is due as XXXX/XXXX/XXXX. Our application with XXXX XXXX has been suspended because of the 12 month payment history statement from PNC Bank. 
We requested and received a copy of this document from XXXX XXXX. This is the first time we were aware that PNC determined we had a payment due since XXXX and that PNC considered our payments as late and a loan payment past due. We still have not received any type of statement since XXXX nor any type of letter from PNC Bank retracting the XXXX letters about billing statements. 
I have asked XXXX different PNC employees why we did not receive a billing statement if PNC believed there was a payment due. They said that our loan had a coupon book, that the billing statements were discontinued in XXXX because the bankruptcy was discharged in XXXX, that it is " illegal '' for PNC Bank to send us statements and that we requested a coupon book in XXXX. These statements are all false. The loan always had statements, the loan was discharged in XXXX, we never requested a coupon book it is not illegal for informational statements to be sent. Today I was told that we could only pay ahead XXXX month on the loan. This is the first time I have heard this and there is nothing in our original loan documents that states this. 
PNC Bank was obligated to notify us if their policy on billing statements has changed. PNC is obligated to correct their accounting on our loan to properly apply over payments to move the payment due date ahead per their XXXX letters so that no late payments are reflected and the document sent to XXXX XXXX must be corrected to reflect no late payments.

Company response to consumer: Closed with explanation