Consumer complaint received 2023-08-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: FIRST NATIONAL BANK OF PENNSYLVANIA
State: PA

Complaint narrative:
My husband and I had our identities stolen. In the course of dealing with this my husband was temporarily laid off from his job and I am XXXX. This was all taking place from approximately XXXX through XXXX. We had over {$7000.00} stolen from our checking account. I contacted FNB where I was referred to XXXX as she was the representative dealing with our mortgage. I explained the situation we were in to her and told her I would do my best to get caught up over the next few months. She recommended that I fill out there mortgage assistance package to give us time and/or assistance which I did and we were ultimately denied assistance. I was making payments on the account and assumed they were still working with me since when I spoke to an agent in XXXX and he checked with XXXX who was to busy to get on the line with me, he said that as long as I kept making payments she wouldn't proceed with a forclosure. Then on XX/XX/XXXX the Shefiff came to our home to issue us a notice that our home was up for sheriff sale on XX/XX/2023 I immediately called FNB mortgage services and spoke to XXXX who said that XXXX was supposed to stop the paperwork from going to the attorney, but didn't. He said he would get a message to her but that I could disreguard the notice as long as I continued to make payments everything would be fine. He also said that a call would be made to the attorney to let them know that I was making the agreed payments. My husband had to have XXXX  XXXX in XXXX. We were able to make a hardship withdraw from his annuity so we decided to take enough to just pay off the mortgage. I called to get a payoff on the mortgage and after several agents and almost a week of waiting I spoke to XXXX who said XXXX was off on medical leave so he was working on our case. He sent me a payoff quote that included legal, collection and late fees totaling {$4000.00}. I think this is completely unfair since I was told that as long as I was working with them everything would be fine and now that we're paying the loan off there are suddenly all these fees?? I did go to a branch where I had to wait for almost 30 minutes till the teller could get the mortgage service department to lift a restriction on the account so I could make the payment. I paid {$85000.00} directly on to the principle to avoid futher interest till I could contact someone for assistance. I got a call the following morning from XXXX who told me that I could not put the whole amount on the principle. I told her that I could put whatever I wanted on the principle and she replied that they wouldn't release the deed until all the legal fees were paid. I said that was fine because I didn't expect that they would. She the asked where I got the money to pay off the mortgage and if I sold the home. I didn't feel like this was an appropriate question to ask so I just told her we didn't sell the home. She said she would have to talk to her supervisor about putting the whole amount I paid on the principle and since then I haven't gotten a response.

Company response to consumer: Closed with explanation