Consumer complaint received 2021-12-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: PNC Bank N.A.
State: MD

Complaint narrative:
I'm a married, XXXX XXXX man, employed in the XXXX XXXX XXXX, and I built a home in XX/XX/XXXX. My mortgage is with PNC of Maryland. In XXXX, the homebuilding industry collapse and I started experiencing some financial hardship. In XXXX, while still making mortgage payments, I met with PNC to discuss refinancing my 6.6 % loan. Instead, PNC encouraged me to apply for their " Hardship Assistance Refinance Plan ( HARP ). I was instructed to apply for the HARP and a decision would be made within 2-3 weeks. I was told the process was similar to applying for a refinance and if I didn't get the HARP, they would already have the paperwork needed for the refinance. The requested paperwork included several months of employment pay stubs, bank statements, years of tax records, etc., and it all had to be " FAXED. '' Although this felt excessive, I provided the information PNC requested. After providing the information and waiting weeks for a decision, I follow-up and was told some of my information was " old '' and I needed to send updated information. I sent the updated information. After waiting several more weeks for a decision, and feeling PNC was giving me the runaround, I followed-up again and this time I was told they LOST all my paperwork and I would have to start the application process from the beginning with more recent documents. Out of frustration and anger, I called Maryland 's highest ranking officer for PNC, XXXX XXXX, President. XXXX XXXX apologized for the poor service I received and assured me the matter would be resolved. She connected me with a local PNC mortgage manager, XXXX XXXX missing last name ). After leaving a message and waiting weeks for a return call from XXXX, we talked and he was also assuring but sent me into their Loss Mitigation HARP system. This unbelievable ordeal lasted over a year. 

I continued making loan payments and never fell more than 2-months behind. Then the pandemic of XXXX hit and the country shut down. I reached out to PNC, and was told the CARES Act allow me to enter my loan into a " forbearance '' based on the drop in my household income. I entered the forbearance in XXXX for the period allowed. The forbearance was extended and officially ended at the end of XX/XX/XXXX. I reached out to PNC to inform them of my plan to resume my mortgage loan payments and to confirm my understanding of the forbearance plan which was to have the forbearance amount moved to the end of the loan. This is what I was told would happen by PNC. Payments after forbearance, XXXX, XXXX, XXXX and XX/XX/XXXX, are paid in full. However, PNC will not move my forbearance amount to the end of the loan. Instead, per PNC, they applied my " after forbearance '' payments- XXXX, XXXX, XXXX and XX/XX/XXXX - to the forbearance. This is not what I was lead to believe would happen. Yes, there have been many changes in the laws during the pandemic and the forbearance was extended. Everytime I speak to someone at PNC their policy seems to change daily. They are making this situation continually UNBEARABLE. Again, based on several conversations with PNC, my forbearance was to be moved to the end of my loan. PNC is not abiding by what they told me. They want me to pay the full forbearance amount and they will not move it to the end of my loan. The other option PNC offered is for me to apply for their Hardship Program- with no guarantee of approval. Been there, done that with them. All smoke screens and delays. 

I strongly believe this is another one of PNC 's delay tactics in order to try and take my home. Different people at PNC tell different stories. I just want PNC to abide by the forbearance program rules and move the forbearance to the end of the loan so that I can resume making my monthly mortgage payments. Ideally, I want to refinance the loan at the current market rate. Please help.

Company response to consumer: Closed with explanation