Consumer complaint received 2025-07-11 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Lien release
Company: PNC Bank N.A.
State: CA

Complaint narrative:
In XXXX, I took out a XXXX  for {$200000.00} with XXXX XXXX XXXX. I took a draw against it at the same time for a bit over {$46000.00} which was sent directly to a mortgage company. I was making payments until I had financial difficulties. In XXXX I filed for XXXX  ( case XXXX ). My XXXX attorney ( XXXX XXXX XXXX pulled the lien information from XXXX XXXX XXXX  office and included it in my XXXX  along with all of my other debts. The debt was XXXX but the XXXX remained, and I agreed with the court to make monthly payments for 60 months of roughly {$600.00} per month. That would have totaled roughly {$37000.00}. 

Last summer ( XXXX ) I had an opportunity to downsize and sell my house. The day before it was to be listed on the XXXX, my realtor came over and informed me that the title company reported there was a second lien on the house for nearly {$200000.00}. I was shocked. Needless to say, I stopped the listing from happening, losing the substantial amount I had already spent on inspections and required repairs. I verified with XXXX XXXX that the lien was, in fact, on the property. I contacted my XXXX  attorney via phone, and she told me that she was not practicing anymore and was on hospice. She did confirm that she had pulled the records from XXXX XXXX and that it was included in the XXXX. 

I went through boxes that I had already packed and found the large binder with all of my house related documents ( I keep everything ). I had the documentation for the XXXX, which clearly showed the {$46000.00} draw only. I immediately sent a Certified Mail letter to PNC Bank ( they had bought the loan from XXXX XXXX XXXX  ). I requested all documentation they had on this loan, as I knew I did not take the amount of the lien. I did not hear back, even though I sent the letter to the address that was on the notice the XXXX XXXX received. About 45 days later, I sent another Certified letter, and again, no response from PNC. I called and was transferred multiple times, being told there was no record of me or the HELOC. I sent an additional letter, and this time copied the CEO of the bank. I received a call from the " Executive Complaint Department '' finally. I was told that there was not much information, as the loan had been XXXX in XXXX, and it was so many years ago. I asked for everything they did have, and when it arrived it was the same documentation that I already had in my files. I was told they do not have any of the financial records for the loan, and that there was no more assistance they could give me. 

I contacted a Mortgage executive at XXXX ( who I knew from my work in banking ), and she let me know that the reason the lien amount was for the full amount is that banks place liens for the amount they are at risk of losing, even if the full amount isn't drawn. It's to cover their risk exposure to loss. 

I then hired an attorney, who received the same runaround from PNC. He finally obtained the same documentation I already had. In the " closing '' letter from PNC Bank to him, PNC stated that if I can prove that I didn't take the money out, then they would dismiss the lien. It was up to ME to prove I don't owe that amount. I contacted my bank ( where I have had my account since I was XXXX ), and they do not have statements going back that far. PNC Bank says that they do not have any records because it is so long ago, and the loan was dismissed in XXXX through the XXXX. I had insisted that even though the loan was closed, they had to have documentation that supported the lien on the house. They stated to me, and then again to my attorney, that they don't, but if I could prove I didn't draw the full amount they would dismiss the lien. I have this in writing from them. 

The attorney recommended hiring a litigation lawyer and referred me to XXXX in XXXX XXXX. After speaking with him, he asked for a {$7500.00} retainer to prepare a demand letter. If it actually went to court, it would be significantly more. I reached out to a litigation attorney closer to me. She spent XXXX minutes with me in consultation and then recommended that I reach out to XXXX XXXX 's office to ask for help. She will, of course, take my case if you are unable to help, but she felt strongly that a demand letter coming from a XXXX would hold much more weight than XXXX from an attorney. The XXXX 's office called me yesterday and said that they are prohibited from sending demand letters to organizations other than federal agencies, and recommended filing my complaint with you. 

I have spent countless hours, and significant dollars, trying to get this matter settled. It has been emotionally overwhelming at times! It has been almost a year of trying to get this matter taken care of. It has stopped me from selling my home, and now the market has changed. I am requesting your help! I have every piece of documentation, which supports my claim. 

I need your help. I know that if you simply reach out to PNC Bank, they will tell you they don't have records going back that far. I argue that they should be able to support having that lien, which includes financial records of it, even if on fiche or microfilm. I have exhausted my resources, and PNC Bank is too big to fight on my own, it seems. I will not stop pursuing this matter, as I know without a doubt that I don't owe that money and I'm guessing I'm not the only one who this has happened to. 

I am asking for your help, please. Thank you in advance, and I look forward to hearing from your office soon.

Company response to consumer: Closed with explanation