Consumer complaint received 2024-04-22 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: PNC Bank N.A.
State: MD

Complaint narrative:
I am writing this letter to request your help in reference to a modification application submitted to prevent foreclosure on our PNC Home Equity Loan. 
I fell behind on my home equity loan due to illness during XXXX, and I filled out a Modification Application in XXXX of XXXX. ( See attached docs. ) We did not receive correspondence pertaining to the approval of application so I, along with my daughter called on XX/XX/XXXX and spoke to a customer service rep. who was very nice and advised us the modification was approved, but the 1st payment was due XX/XX/XXXX. She apologized for the confusion and stated the approval letter and documents to be signed to accept the modification were sent out on XX/XX/XXXX but was returned to PNC by the US Postal Service. On XX/XX/XXXX, the customer service rep. made a great attempt to rectify the problem by emailing the documents to be signed, along with the letter stating the address was incorrect ( see attached docs. ) ; however, it wasnt an incorrect address, we have received all correspondence from PNC but this very important document never reached my address. On XX/XX/XXXX, we printed the approval documents, signed them, had them notarized, which cost {$30.00}, emailed them, and sent originals back to PNC in good faith to adhere to the agreement. XXXX received the documents ; however, she advised PNC loss mitigation supervisors would not honor the signed acceptance documents nor consider a new payment date because our response to the mail that was returned to PNC was signed and accepted too late. Although XXXX apologized, they knew we did not receive the documents via mail as they claimed to have sent and offered no remedy as it was out of her hands. 
We were referred to a Customer Care Rep. in hopes of resolving this snowballed situation and he advised he had spoken to upper management ; they would not reconsider the denial of the approval and the application case was closed-a new application needed to be submitted. He assured us he would be following the application process and help us through this process. So, we did a new application with the same expense information but slightly higher income ( SSA COST OF LIVING ) in XXXX. ( see attached docs ). To our surprise we were DENIED. The Customer Care Rep. told us, the investor who is PNC, denied the application based on 1. PNC had a note we could not afford the {$2400.00} payment on the prior modification approved application and 2. We failed to fulfil the prior approved modification application ; ( ie sign documents and didnt make a payment by XX/XX/XXXX due date ) although he as well as PNC knows we were not given proper notice. 
The Customer Care Rep. also advised PNC would not accept anymore Modification Applications for this account and the only way to remedy this situation and stop foreclosure is to pay the total arrears of {$13000.00} or our home would be sold in FORECLOSURE!! 
We have tried to do everything asked to save our home, although the {$2400.00} is egregious we would have made the payments to save the house ; while PNC takes no blame in this situation. The first approval shouldve been honored as they knew we were not given proper notice. However, we cooperated and submitted another application to be denied as PNC blames us by saying we cant pay and we did not adhere to the first application that we knew nothing about. Its as though they are setting bars so high there is no way we can get out of this hole. We feel like PNC wants to take our home rather than working with us. We are elderly and yes, we fell into a situation beyond our control, but we have done everything asked to be approved, been approved- but set up for denial. Please investigate this matter as we want to be in right standing on this loan and do not want to lose our home of over 50years.

Company response to consumer: Closed with non-monetary relief