Consumer complaint received 2015-07-21 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: PNC Bank N.A.
State: NC

Complaint narrative:
I have a complaint with PNC Bank. They accepted funds for an appraisal from me when they had doubts about whether they would secure my loan, and then they did not ever give the appraisal until I complained about wanting the funds returned to me. Then they offered me a new closing date, but underwriting and the Marketing Manager were still not in agreement. They were XXXX days apart in when they would be able to offer the loan. 
On XXXX XXXX, 2015, XXXX XXXX sent an email sharing that we passed the automated underwriting process. Then he asked for more paperwork and verification of bank statements and employment. We sent him every document in a timely fashion ( email attached XXXX XXXX XXXX XXXX, XXXX XXXX expressed concern that my change in school districts would not pass the underwriting process and also expressed concerns about my mailing address and my address on my electronic paystubs. XXXX email attached ) On XXXX XXXX, XXXX XXXX asked for a copy of my employment verification. I sent that along with an explanation that the address on my electronic pay stubs was not changed in the past because they are never mailed to me, so I just did not change it. Then XXXX XXXX explained that he would pass all this information on to underwriting and that they require a XXXX pay stub. XXXX I would not have that XXXX. Then he asked me for payment for the appraisal in the same phone conversation as well as in emails. 
On XXXX XXXX I emailed XXXX XXXX and asked if the appraisal had been completed since he had basically indicated we would not be approved for our loan. He did not respond to this question. 
On XXXX XXXX, XXXX the Market Manager from PNC XXXX XXXX ) XXXX called to say that the appraisal was completed the same day that I paid for it and that I could have a copy. She did not offer my money back for the appraisal. 
She also said that I would be able to close on my first day of work, XXXX XXXX, which was the day stated in my verification letter XXXX attached ) as my first day of work. The closing date that we had approved by the sellers was XXXX XXXX and me taking off my first day of work to close seems unlikely. 
This is not what XXXX had said. He shared that the bank was unable to waive the XXXX day employment rule and would have to have a copy of my first paystub. XXXX email attached ) I explained that I felt PNC had treated me unfairly but taking my money ( credit card statement attached ) for the appraisal on the exact same day that XXXX expressed concern about my employment possibly not being approved by the underwriters. Even though my card was charged immediately, I was not offered the appraisal report until XXXX XXXX. The bank should have verified that they would be able to secure my loan with the information that I provided that day, before charging my credit card and ordering the appraisal. I feel that the rush to appraisal was an effort to secure the funds with no regard to the fact that they may not be able to approve my loan. 
I do not understand how the Market Manager can circumvent the XXXX paystub rule, but the underwriter 's will not. All I am asking is for my {$500.00} back that was collected for the appraisal fee that should not have been ordered when there was doubt about whether the bank was going to be able to loan me the funds.

Company response to consumer: Closed with explanation