Consumer complaint received 2025-11-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: PNC Bank N.A.
State: CA

Complaint narrative:
My elderly parents, XXXX XXXX and XXXX XXXX , have a mortgage with PNC Bank . I am their Power of Attorney ( POA ), and PNC has already acknowledged and accepted this POA in writing. Despite that, PNC repeatedly refuses to speak with me or provide basic information required to make timely payments and keep the loan in good standing. 

On XX/XX/year>, we called PNC from their home to request a short extension to pay the past-due amount. The representative refused to speak with XXXX despite her being the one who manages the mortgage and despite verifying her identity. She also refused to speak with my wife. She insisted she could only speak with me as POA. When I came on the phone and verified myself, she still refused to provide the exact amount needed to bring the account current, or to explain why part of the payment was being held in suspense.

She gave one single reinstatement amount but refused to give a breakdown, refused to confirm how much was needed to release held funds, and would not tell us what the remaining amount would be after the suspense section was applied. We asked to speak to a supervisor ; she put us on hold for several minutes and then said no supervisor was available but one would call us back. No one ever called.

Immediately after that call, because the representative refused to tell us the required amount to stop a late fee, XXXX and I drove to the local PNC branch to get answers in person. That is where we met branch officer XXXX XXXX. He reviewed the POA, saw that it had been properly accepted into their system, and attempted to call PNC Mortgage Servicing on our behalf. Servicing claimed they did not have the POA on file, even though XXXX had the acceptance letter right in front of him. They refused to speak with me at all, and XXXX told us he had to escalate the matter internally. 

Because PNC refused to provide the past-due amount to us on the phone or through XXXX, XXXX was unable to return to the branch before XXXX XXXX  to pay the remaining amount needed to complete a full payment. A new late fee will now be assessed on XX/XX/year>. The late fee would NOT have occurred if PNC had simply communicated the amount due. 

XXXX and XXXX are elderly, on fixed income, and this treatment has caused severe stress. On XX/XX/year>, XXXX suffered a severe XXXX XXXX, was shaking uncontrollably, and had to be transported by ambulance to the hospital. She has never had a XXXX XXXX before in her life. This occurred shortly after she received confusing and alarming delinquency letters from PNC, which she believed were mistakes because she had just made a {$2300.00} payment and thought the account was current.

The combination of PNCs refusal to honor the POA, refusal to communicate amounts due, refusal to provide supervisors, refusal to apply payments properly, and refusal to give us the information needed to avoid late fees has caused enormous emotional harm, fear of foreclosure, and immediate financial injury.

We need immediate intervention. PNCs behavior appears to violate RESPA, Regulation X, Regulation Z, POA laws, and elder protection statutes.

PNCs actions are preventing us from resolving the issue, and their refusal to communicate is directly causing additional harm to two elderly borrowers.

Company response to consumer: Closed with explanation