Consumer complaint received 2022-12-14 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: PNC Bank N.A.
State: FL

Complaint narrative:
On or around XX/XX/XXXX I went to the local PNC branch ( XXXX XXXX zip code XXXX ) to sign docs for a HELOC. During the signing process the loan representative noticed a minor error which she assured me would be corrected. 

The error was in reference to withdrawing the money entirely to the checking account I was also opening that day. Nevertheless, I had no plans to immediately withdraw the loan in part bc the package offered by PNC allowed me to have the money locked ( although with a variable rate ) until I was ready to use it, paying only an annual fee of {$50.00}. 

Much to my surprise however, in XXXX I received an statement with a monthly payment and loan interest to be paid- the funds had automatically being moved into the checking account. In other words the matter noticed during closing was not corrected. I called the local branch to no avail as the branch does not regularly answers the phone. I proceeded to call XXXX housed at PNC in PA who worked on the loan approval and docs submission with me. 

XXXX stated the system showed I signed the doc to have the money withdraw automatically and no correction of such in the system. She submitted a complaint on my behalf and guided me on returning the money from the checking back into the HELOC account ( process was a bit difficult requiring two transfers etc ) and we both assumed everything would be resolved. 

The bank system however charged the loan amount and interest from my check account regardless, leaving it with less than {$500.00}, which is the minimum required not to pay fees for low checking account funds loan. As if this error was not enough, the system generated a XXXX statement requiring payment of an additional interest. 

The local branch does not answer the phone ( I wanted to reach out to a manager or the two ladies present at closing ), with that I spoke with the general XXXX for PNC on XX/XX/XXXX, a case was created and I was told to wait for a case manager to contact me. This however is yet to happen. 

Meanwhile, I continued to try to reach the local branch. Yesterday, XX/XX/XXXX in one of my numerous attempts a branch staff answered and assured me, XXXX, the local branch representative present at the closing, would return my call once she arrived at the branch. The call never occurred. I have attempted to contact the local branch again this morning to no avail. 

I would gladly close this loan and attempt to work with a more reliable and customer focused bank loan as this aggravation is not worth my time and money. However I would incur a penalty of over {$1000.00} for closing the loan. In other other words, PNC makes a mistake, it is not swift in correcting, makes it difficult to have the matter resolved and while in this convoluted process continues to benefit from having the loan amount which was not withdrawn plus the interest it continues to charge me. Leaving me with no recurse, but to file an oversight report. 

A prompt resolution to this matter would be greatly appreciated XXXX

Company response to consumer: Closed with monetary relief