Consumer complaint received 2025-08-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: PNC Bank N.A.
State: MD

Complaint narrative:
To Whom It May Concern : I am writing to formally resubmit my hardship assistance request regarding my mortgage loan account XXXX. My previous application was denied ; however, I wish to clarify both my circumstances and the applicable policies that support my eligibility for assistance. 

Hardship Explanation My household income has significantly decreased due to [ state reason briefly : e.g., reduction in work hours, loss of overtime, salary reduction ]. As a result, my ability to maintain the current mortgage payment has been impacted. Although I remain current on my payments, I am requesting assistance proactively to prevent future delinquency and financial strain. 

Policy and Legal Basis for Request PNC Hardship Policy : PNCs own hardship documentation ( Hardship Application Guide and Checklist ) lists reduction in income as a valid hardship that qualifies a borrower for consideration. Importantly, it does not require delinquency for review. 

CFPB Mortgage Servicing Rules ( 12 C.F.R. 1024.41 ) : Federal law requires servicers to evaluate any complete loss mitigation application received before foreclosure initiation, regardless of whether the borrower is delinquent. Borrowers are not required to be 30 days past due to be considered for assistance. 

XXXX XXXX XXXX XXXX  Guidance : Both XXXX XXXX and XXXX  servicing guidelines require servicers to consider borrowers who are facing imminent default or hardship, even if payments are current. 

Requested Relief Given the above, I respectfully request that PNC re-evaluate my hardship application based on my documented income reduction. Possible options I am seeking include, but are not limited to : Loan modification to reduce my monthly payment, Payment deferral or forbearance, or Other hardship assistance options are consistent with PNC policy. 


I am submitting updated documentation of my current income and expenses for your review. 
Conclusion I am also requesting a fair and complete review of my application in accordance with PNC policy and federal law. I respectfully ask that my account be evaluated for all available hardship options to help me remain current on my mortgage. 
Thank you for your time and assistance. Please confirm receipt of this letter and all attached documentation. 

I am also writing to formally notify you of a serious privacy violation involving PNC Mortgage. Recently, my minor daughter received unsolicited text messages from third parties identifying themselves as investors and buyers regarding my mortgage and residence. This is highly disturbing, as the only possible source of this information is through the disclosure or sale of my mortgage-related data by PNC or an affiliated third party. 

For the record, the only phone number I have ever provided to PNC is my personal cell phone number. That is the only number PNC should have on file in connection with my mortgage. The fact that third parties obtained my minor daughters phone number and used it to solicit her about my home strongly suggests that PNC, or its affiliates/partners, disclosed or sold information beyond what was lawfully authorized. 
This activity constitutes a violation of my privacy rights, multiple federal laws, and PNCs own Privacy Policy, which states that customer information will not be shared with non-affiliated third parties except as permitted by law. By allowing my familys information to be exposed to solicitors and investors, PNC has failed to safeguard sensitive data as promised under its own published standards. 
Relevant federal laws include, but are not limited to : Gramm-Leach-Bliley Act ( GLBA ), 15 U.S.C. 68016809 requiring financial institutions to safeguard the privacy of consumers personal financial information and restricting disclosure to non-affiliated third parties without clear notice and consent.

Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681b limiting access to consumer information only to those with a permissible purpose. Selling or sharing borrower information with investors or marketers for solicitation is not a permissible purpose under the law. 


Childrens Privacy Protections While my daughter is a minor older than 13, the unauthorized use of her number for real estate solicitations raises heightened privacy and legal concerns that could implicate COPPA ( Childrens Online Privacy Protection Act, 15 U.S.C. 65016506 ) principles.

Telephone Consumer Protection Act ( TCPA ), 47 U.S.C. 227 prohibiting unsolicited calls and text messages to cell phones without prior express consent. The text to my daughters phone is a direct violation. 


I demand the following immediate actions : A written explanation of how my mortgage information, including any phone numbers, was disclosed or sold to third parties. 


Identification of all third parties to whom my information ( or any related numbers ) has been provided. 


Immediate cessation of any sale, transfer, or disclosure of my personal and family information to non-affiliated third parties.

Written confirmation of corrective action taken to ensure this will not occur again, including compliance with the Gramm-Leach-Bliley Act and PNCs own Privacy Policy. 


Preservation of all records relating to the disclosure of my information for potential legal and regulatory review. 


If this issue is not addressed promptly, I will escalate this matter to the Consumer Financial Protection Bureau ( CFPB ), the Federal Trade Commission ( FTC ), and my states Attorney General. I also reserve the right to pursue private legal action for damages, including but not limited to violations of the above federal laws, PNCs Privacy Policy, and invasion of privacy. 
This letter serves as a formal complaint and Cease and Desist demand regarding the unlawful sale or dissemination of my personal and my familys information. 
I expect a written response within 15 business days. 



Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation