Consumer complaint received 2024-01-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: PNC Bank N.A.
State: CA

Complaint narrative:
I am writing to file a formal complaint against XXXX XXXX, a former loan officer at PNC Bank, detailing a series of concerning and unethical incidents during my mortgage application process. 

Below is a chronological account of the issues encountered : XXXX. Inconsistent Information : XXXX initially assured a 15 % down payment, but the loan documents consistently reflected 20 %, along with unwanted points. XXXX acknowledged the errors but assured corrections and removal of the points in the final closing disclosure. XXXX never removed the points before she quit ( details below ) and we had {$6600.00} points amount that she said should not be there. 
XXXX. Missed Closing Date : Three days before the scheduled closing on XX/XX/XXXX, I was informed by my realtor that documents were incomplete at the title company. XXXX cited uncertainty and suggested a notary signing on XX/XX/XXXX, as we were away from XXXX XXXX. 
XXXX. Power of Attorney ( POA ) and Legal Delays : In an attempt to salvage the situation, a POA was arranged for signing while abroad. XXXX indicated the CD couldn't proceed until PNC 's legal team reviewed the XXXX documents. The delay heightened tensions with the seller and she never heard back from legal. 
XXXX. Penalty Agreement : Facing a potential loss of the property, XXXX negotiated a penalty fee of $ XXXX, starting XX/XX/XXXX. It was agreed that PNC would cover this fee, relieving us from losing the house. Total fee ended up being {$6000.00} that they never reimbursed. 
XXXX. Post-Trip Closing Delays : Upon return on XX/XX/XXXX, assurances were made for a XX/XX/XXXX closing. However, on XX/XX/XXXX, XXXX claimed ongoing work on our interest rate and the need for additional clearance, causing further delays. 
XXXX. Incorrect Closing Disclosure : When the initial CD was received on XX/XX/XXXX, it reflected the correct 15 %, but the points fee persisted and the penalty fee was present without resolution to our reimbursement as previously promised. Requests for corrections and addressing the penalty fee were not resolved. 
XXXX. XXXX XXXX 's Departure : On XX/XX/XXXX, XXXX quit the bank due to alleged mistreatment of customers, pledging to reimburse the penalty fee personally. However, subsequent attempts to contact her were met with silence and she blocked my number. 
XXXX. Managerial Inaction : XXXX XXXX, XXXXXXXX XXXX  manager, was contacted but proved unhelpful, as he was away during the critical period, leaving issues unresolved. 
XXXX. PNC reached out for information - I gave them evidence in the form of emails and text messages showing the empty promises XXXX made - they performed their own internal investigation and said PNC does not have a policy to pay a penalty fee. 
This experience raises serious concerns about the professionalism of both XXXX XXXX and PNC Bank. I kindly request that this complaint is thoroughly investigated, and appropriate actions are taken to rectify the situation.

Company response to consumer: Closed with explanation