Consumer complaint received 2025-11-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: PNC Bank N.A.
State: CA

Complaint narrative:
I am filing this complaint because PNC Bank, N.A. has repeatedly failed to respond to my voluntary sale requests and Qualified Written Requests ( QWRs ) since XX/XX/XXXX, placing my account in prolonged escalation without resolution. During this time, PNC has continued foreclosure activity while my loss mitigation requests were pending ( dual tracking ), improperly reported late payments on my credit since XX/XX/XXXX, and applied unlawful fees and penalties. I request that the CFPB assist in freezing my payoff balance, correcting my credit reporting, ceasing all foreclosure actions, and ensuring PNC complies with RESPA and the California Homeowner Bill of Rights. 

FYI MY LOGIN ACCOUNT IS LISTED A XXXX XXXX. I CANT EDIT THE LOGIN INFORMATION. IT SHOULD BE NOTED I AM THE COMPLAINANT XXXX XXXX XXXX. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX ( XXXX ) XXXX Email : XXXX Date : XX/XX/XXXX To : XXXX XXXX XXXX Loss Mitigation Department / Escalation / Complaint # Never Provided PNC Bank, N.A. 

Re : Immediate Freeze of Payoff Balance and Foreclosure Actions RESPA and HBOR Violations- Loan # XXXX XXXX. Formal Demand Letter ( XX/XX/XXXX ) Dear XXXX XXXX : I am writing to formally demand that PNC Bank, N.A. immediately freeze my payoff balance and cease all foreclosure activity related to my mortgage until the following conditions are fully met. This demand is based on violations of federal and California law regarding loss mitigation and voluntary sale requests. 

I will make no further correspondence to bring this matter to resolution and will pursue all rights afforded to me as the borrower, trustor, and beneficiary of the XXXX XXXX XXXX Revocable Trust. 

Background : I submitted voluntary sale requests to PNC Bank, N.A. in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Under 12 U.S.C. 2605 ( e ) ( RESPA ), these requests constitute Qualified Written Requests ( QWRs ) requiring timely acknowledgment and substantive written responses. Under the XXXX Homeowner Bill of Rights ( HBOR, Cal. Civ. Code XXXX and XXXX ), PNC Bank is prohibited from dual tracking, meaning it can not initiate or continue foreclosure while loss mitigation applications are pending. 

The property was listed for sale on the MLS on XX/XX/XXXX, with approval from the XXXX County Public Guardian, Successor Trustee. This indicates foreclosure or alternative sale processes may have been pursued while my loss mitigation/voluntary sale requests were under review. This simultaneous listing and review constitutes dual tracking, a prohibited practice. 

Notice of Default and Foreclosure Authority : Under XXXX  Civil Code 2934a, only the duly substituted trustee may initiate foreclosure by recording a Notice of Default ( NOD ). Any NOD or foreclosure action taken by unauthorized parties is invalid and unenforceable. 

Violations and Grounds for Freeze : Failure to respond to voluntary sale requests : PNC failed to respond within legally mandated timelines under RESPA and HBOR. 

Dual tracking prohibited : Initiating or continuing foreclosure while voluntary sale requests were pending violates XXXX. Civ. Code 2923.6 and federal regulations. 

Protection of payments : All principal and interest payments must be credited properly ; they can not be treated as delinquent or used to justify additional charges, payoff increases, or acceleration resulting from PNCs failure to comply. 

Improper fees, penalties, or missed payments : Any attempt to add fees, penalties, or claim missed or delinquent payments resulting from PNCs failure to process voluntary sale requests is unlawful. 

Immediate Demands : Until PNC fully corrects the payoff balance and resolves all violations, I demand that you : Approve my voluntary sale request effective XX/XX/XXXX and provide written confirmation citing RESPA and HBOR. 

Freeze the current payoff balance as of XX/XX/XXXX, including all payments incorrectly marked as missed or delinquent. 

Cease all foreclosure or acceleration actions and provide written confirmation that no trustees sale or NOD enforcement will occur. 

Provide a corrected payoff statement reflecting full credit for all principal and interest payments made through XX/XX/XXXX, removing any improper charges. 

I have provided PNC documentation of all communications, authorizations, and internal notes related to my voluntary sale requests. 

This letter constitutes a Qualified Written Request ( QWR ) and notice of error under 12 U.S.C. 2605 ( e ) and 12 C.F.R. 1024.36. PNC must respond within XXXX business days. Failure to comply will result in a formal complaint to the CFPB and may expose PNC and its agents to legal action. 

Sincerely, XXXX XXXX XXXX Borrower / Trustor and Beneficiary of the XXXX XXXX XXXX Revocable Trust XXXX Credit Reporting Dispute Summary Issue : PNC Bank has been reporting late mortgage payments on my credit reports since XX/XX/XXXX. These late payments are inaccurate. During that time, the XXXX XXXX XXXX XXXX was acting as Successor Trustee for the XXXX XXXX XXXX Revocable Trust, which includes the property. I was not responsible for mortgage payments during this period. 

Despite multiple requests, PNC refuses to remove or correct these late payments, which are causing significant credit harm. 

Request for CFPB Assistance : Correct or delete all late payments associated with the Successor Trustee period ( XX/XX/XXXX forward ). 

Provide written clarification of how these late payments were assessed. 

Provide corrected credit reporting to all credit bureaus. 

XXXX. Timeline of Events XX/XX/XXXX XXXX XXXX XXXX XXXX officially assumes Successor Trustee role. Full fiduciary authority over property and mortgage payments. 

XX/XX/XXXX PNC begins reporting mortgage late payments on my personal credit profile. 

XXXX XXXX No written explanations or corrections provided. Begin communicating with PNC regarding inaccurate reporting and servicing errors. 

XX/XX/XXXX XXXX voluntary sale request submitted ( QWR ). No written response. 

XXXX XXXX Account repeatedly placed in escalation. Late payments continue ; fees/charges applied. No resolution. 

XX/XX/XXXX XXXX voluntary sale request submitted. No written response. 

XX/XX/XXXX Property listed on MLS with Successor Trustee approval. Foreclosure or alternative sale appears to continue ( dual-tracking concern ). 

XXXX XXXX Conflicting statements from PNC departments : Escalation only responds by phone. 

Written RESPA responses not provided. 

XX/XX/XXXX XXXX voluntary sale request submitted. No written response. 

XXXX XXXX Account remains in escalation nearly XXXX year. Late payments continue to be reported inaccurately. Fees/charges continue due to PNCs failure to respond. 

XX/XX/XXXX QWR and demand letter sent with response deadline of XX/XX/XXXX. No written response will be received according to secure mail on XX/XX/XXXX. 

Present Filing CFPB complaint for : Failure to respond to multiple QWRs and voluntary sale requests Escalation without resolution Improper credit reporting Dual-tracking violations Improper fees Continuing servicing errors XXXX. Supporting Document List Primary Document : Letter dated XX/XX/XXXX Immediate Freeze of Payoff Balance and Foreclosure Actions ( includes XXXX, demand, statutory citations, and documentation of voluntary sale requests ). 

Credit Reporting Dispute Summary : Addresses inaccurate late payments since XX/XX/XXXX during Successor Trustee period. 

Timeline of Events : Documents sequence of all voluntary sale requests, QWRs, escalation, dual-tracking, credit reporting, and foreclosure activity.

Company response to consumer: Closed with explanation