Consumer complaint received 2025-08-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: PNC Bank N.A.
State: TX

Complaint narrative:
PNC will not provide transcripts of the secure email/portal conversations and multiple documents provided. I attempted to get this information several times and had a trust lawyer call them as that was the ultimate reason for denial even though this was confirmed upon start of the application as well as several documents signed by myself and my abusive ex-husband several times through the process confirming the property was in my possession of asset distribution. 

I have paid every monthly amount on time, have a XXXX credit ( which was pulled several times in the process ) and have more than enough cash to buy the entire mortgage out. Below was a letter sent to them back in XX/XX/XXXX officially stating I would be contacting XXXX if it was not resolved. 

Most communication was within the secure email portal they will not export for me to provide you ; however attached is an example of one of the few documents I received, but after providing everything they ever asked for they abruptly declined me noting it being in a trust was the rationale - again, something we confirmed they had documentation for within the divorce decree upon start of the application AND a trust lawyer additionally confirmed. Also attached is an example of the multiple documents they made my ex-husband and i sign relative to the same trust. I have continued to provide additional documentation including this morning, to which they now tell me I must pay to have the application started all over again without any of the past ( same ) information being " usable '' or relevant for them. I have continued to ask for trasncripts to get lawyers involved and they will provide without subpeona, and I have continued to ask for their supervisors to review my case ( even if they cant provide to me ) written and audio-recorded conversations to expedite my case. Please help. I first contacted them over 2 years ago to start this process. 

Letter sent to PNC : XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XX/XX/XXXX PNC Bank, XXXX XXXX XXXX Subject : Formal Complaint and Request for Resolution Loan Assumption Delay Dear XXXX, I am writing to formally address the ongoing delays and concerns regarding my request to assume the home loan on XXXX XXXX XXXX, following my divorce. 

I initiated this process nearly XXXX years ago and have complied with all requests for documentation in a timely manner. However, despite my repeated efforts to provide everything requested, the process remains unending, with new obstacles continuing to arise. I have repeatedly expressed this within written portal communications. 

Specifically, I would like to address the following issues : 1. Inconsistent Requirements At the outset, I confirmed that the loan could remain in a trust, and this was not identified as an issue. However, after more than a year later, as well as multiple signatures noting this fact, I was informed that the trust was now a problem. Changing the trust structure is a complex legal process, yet I am being labeled as " unresponsive '' despite actively working to resolve the matter and complying within the time frame required in the messaging portal.

2. Unreasonable Delays and Moving Goalposts Throughout this process, I have promptly provided all requested documents. Yet, new and unexpected requirements continue to be introduced, significantly extending the timeline beyond what is reasonable for a loan assumption. My credit has been pulled multiple times with account documentation continuing to be requested for recency despite delays due to PNC responsiveness. I was told prior to the holidays in XXXX nothing else was needed from me and it was set to close. 

3. Potential Fair Lending Concerns The delays and shifting requirements raise concerns about whether I am being treated fairly under applicable consumer protection laws. I am requesting a clear explanation for why my loan assumption is not being processed in a timely manner. 

Given these concerns, I formally request the following actions : A detailed explanation in writing of any remaining requirements necessary to complete the loan assumption. 
A reasonable timeline for completion, including expected processing times. 
Written confirmation of why the trust issue was not raised earlier and a resolution plan that does not further delay the process. 
A full export of our written communications to supplement this discovery If I do not receive a satisfactory response within 10 business days, I will have no choice but to escalate this matter by filing a complaint with the Consumer Financial Protection Bureau ( CFPB ) and the appropriate state banking regulatory authorities. Additionally, I may seek legal counsel to explore whether these delays constitute unfair lending practices. 

Please confirm receipt of this letter and provide a response by Tuesday, XX/XX/XXXX. I would appreciate the opportunity to resolve this matter amicably and without further delay. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation