Consumer complaint received 2019-04-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: PNC Bank N.A.
State: MD

Complaint narrative:
Hello, I am reaching out to file a complaint against PNC Mortgage company. I received a letter from PNC dated XX/XX/2019, allowing me another opportunity to apply for a loan modification. I did on XX/XX/2019. I received a second letter requesting information dated XX/XX/2019, and I provided the information required except for the information I was not required to submit confirmed by the servicer. While applying for a loan modification PNCs attorney was pushing forward the foreclosure while my application was under review and before PNC made a decision on my application ( please see attachments ). I started receiving letters to Save my Home. I did not pay any of the letters any mind because my application was under review. 

On XX/XX/2019, I received a letter in the mail dated for XX/XX/2019, from PNC stating my application was incomplete. It states I failed to provide the required documents. All required documents PNC requested was provided to them except for the documents I was not required to send per the loan servicer. According to CFPB, the servicer is required to inform me of any missing information, that did not happen. Also, in the denial letter, it did not specify which documents I did not submit. According to CFPB servicer are required to identify documents that were not received. That Friday on XX/XX/XXXX, I found out my home was sold in an Auction to a third party person name XXXX XXXX on XX/XX/2019. This did not allow time for me to remedy the situation. There was a disconnect within PNCs department and it was not on my part. 

I provided all the documents the servicer needed. I received a letter from PNC stating they were given permission by my Bankruptcy Attorney XXXX XXXX to communicate with me directly. When I made inquiries regarding my application decision, the servicer by the name of XXXX stated that they were not giving permission to communicate with me directly because of my bankruptcy attorney. That is false is I have the letter to confirm PNC was given permission to communicate with me. 

I spoke to a PNC foreclosure representative on XX/XX/2019 by the name of XXXX and she was very helpful to me not once, but twice. She said I did not submit the child support information, but I was not required per the letter received from PNC. When I called on XX/XX/2019 I spoke to XXXX again and she did forward a complaint to PNC. The person who was supposed to be handling my complaint was XXXX XXXX ref # XXXX and she provided me her phone number and I left her a message on XX/XX/2019. I never received a return call. I did speak with XXXX XXXX and he was kind enough to assist me and see what he could find out, but neither loss mitigation or the foreclosure department responded to his inquiry. 

Also on a letter I received it states PNC would contact me regularly to ensure all required documents are received, no one contacted me. If I was not required to submit child support, Alimony, and Separation income documents why was it penalized against me in my loan modification application when I was not required to submit? Why PNC did not identify in their denial letter what documents were missing prior to the sale date? Last, Should I have been faced with a foreclosure sale while my application was under review or evaluated? Can this be stopped immediately after a foreclosure sale date? Can I get my home back? 

The servicer did not contact me to say hey, XXXX you are missing the following documents, please submit no later than this date. 

Is this legal, is PNC allowed to do this? The ratification sale has not been finalized and I want to keep my home, but I want to hold PNC responsible for negligence on failing to communicate with me directly on any information needed and while my application was under review and to move forward in Foreclosure. 

I have an XXXX-year-old son who has XXXX and I need and would like to keep my home for him and my other XXXX children. I want to keep my home. At the moment I can not afford an attorney to pursue any legal actions and I need help. If you can be any of the assistance I want to keep my home and stop the ratification sale to resolve this issue with PNC. I would like to reverse the mortgage back to me as the owner and borrower and for PNC to reimburse Mr. XXXX back his money because it was an error on their part. No one seems they can help me and after reading the rules and regulations, I feel CFPB can assist me. I am willing to pay the bidder his deposit back as a down payment for the balance I owe, something to retain my home. 

I also work as a XXXX XXXX  XXXX  and this will definitely negatively impact my security clearance. I am willing to pay I have a steady job or at least provide the opportunity to apply again for the loan modification. 

PNC did not identify what missing documents nor in their denial identify which missing documents. I provided all the necessary documentation and they had all the rights to communicate with me. I need help and fast. 

I was told to make calls to the foreclosure department at PNC, the courthouse I was instructed to do by PNCs foreclosures department to contact the sheriff 's department to find out a notice to vacate. I called just about almost anybody who could help me, no one can help or dont seem to have the answers. I heard from everyone else besides XXXX XXXX the servicer who was supposed to be handling my application. 

Please assist me! 

Desperate mom trying to keep her home! 

Thank you! 
XXXX XXXX

Company response to consumer: Closed with explanation