Consumer complaint received 2024-11-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: PNC Bank N.A.
State: TX

Complaint narrative:
In XX/XX/XXXX, i lost my job and i called PNC XXXX to ask about getting help for 3 months ( XXXX, XXXX, XXXX ). I asked for those payments to be added to the end of my loan term. PNC advised I visit their website and apply for the financial heardship. Once that process was complete, my representative was XXXX XXXX and he had me gather documents. I did have issues uploading them and another rep was able to give me johnnies email and I was able to email him the documents. I received a letter stating that on XX/XX/XXXX my forebearance was approved. I signed and sent it back via priority mail on the envelope that was provided. The form stated that my payments were suspended until XX/XX/XXXX. In XX/XX/XXXX i received a call from PNC stating that i needed to pay the XXXX payment as they only did the forebarance for XXXX. I explained that i was not working and i couldnt make a payment until XXXX which is why i asked for help for XXXX. They said it was fine and to pay just as soon as i could. In the month of XXXX i called on XX/XX/XXXX to make a payment but i was told since i was in loss mitigation, that it wouldnd be removed until XX/XX/XXXX and they cant process payments until then. I was told I had to speak to XXXX as I cant make payments. They transfered me over and i left a message. At this point i was worried as i needed to make my payment, and my paper work had said i could make payments but yet they wouldnt actually let me make the payments. I agave some time and no call back from johhnie. I then sent an email to XXXX XXXX on XX/XX/XXXX because i hadnt heard back and it was another month. And at this point I wanted to have in writing what is going on. He responded on XX/XX/XXXX and said that my inquiry was received but that he can only discuss via phone as they are unable to respond via email. I called on XX/XX/XXXX and was told I had to pay XXXX now. I told them no becuase i was in foreberance and those payments were supposed to added to the loan as I was removed from mitigation. She transfered me over to XXXX and I had to leave another message. 

I am upset because I reached out on time to get assistance, I especifiaclly needed to add those payments to the end of my loan. Because who in their right mind thinks that someone who is not working can magically come up with all the payments at once? I reached out trying to get things paid in XXXX to just be declined and advised to wait until XX/XX/XXXX. then when i wait as i am told with no return calls from XXXX i now have to come up with over $ XXXX!! 

I have not had any late pays in years, this was my first time in YEARS to be jobless and i thought i was doing the right thing by getting started early and communicating but at this point it seems like it was purposely made impossible to pay just to get the chance to loose my home. I have beentrying to make my regular payments and I gave PNC my trust that they would do their part and they didnt. instead they are creating more of a financial hardship while i was trying to make things better.

Company response to consumer: Closed with explanation