Consumer complaint received 2025-02-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: PNC Bank N.A.
State: MD

Complaint narrative:
I am writing in response to the denial letter dated XX/XX/year>, regarding my loan modification request for loan XXXX XXXXXXXX. I appreciate the time taken to review my initial application. However, I respectfully request that you reconsider my application in light of additional documentation and further clarification of my financial hardship. 
I understand that my initial submission did not fully meet your internal criteria. Nonetheless, I wish to emphasize that as a borrower experiencing financial difficulty, I am entitled to a fair evaluation under several federal guidelines. Specifically : XXXX. CFPB Mortgage Servicing Rules ( 12 CFR Part 1024 ) : These rules require that mortgage servicers evaluate a borrowers request for loan modification in a fair and transparent manner. 
XXXX. Dodd-Frank Wall Street Reform and Consumer Protection Act : This Act reinforces the need for loss mitigation optionsincluding loan modificationsfor borrowers facing hardship. 
XXXX. Government-Backed Loan Guidelines : If my loan is governed by FHA, XXXX  XXXX XXXX or XXXX XXXX guidelines XXXX I understand that these programs provide structured criteria for modification requests that take financial hardship into account. 
XXXX. Truth in Lending Act ( TILA ) : My mortgage is a fixed-rate loan with an original interest rate of 3.25 %. Any modification to my loan must preserve this rate, as guaranteed by the contract and supported by TILA and CFPB guidelines. I demand that, regardless of any hardship modifications, my interest rate must remain at 3.25 %, ensuring my monthly payments stay at a manageable level of approximately {$1300.00}. 
XXXX. CFPB Mortgage Servicing Rules ( 12 CFR Part 1024 ) and Applicable Consumer Protection Laws : These guidelines require that mortgage servicers treat borrowers fairly and transparently. They support the premise that modificationsincluding any changes to the interest ratemust be conducted in accordance with both the contractual terms and the consumer protections afforded by federal and state law. 
XXXX. Certified Letter and Unauthorized Meeting Offer : a. On XX/XX/year>, I received a certified letter from PNC instructing me to attend a face-to-face meeting at my home with representatives from XXXX. XXXX XXXX, XXXX. 
b. This meeting was offered as part of a resolution following my complaint regarding the unauthorized sale of my personal information and the increase in my loan modification interest ratesactions that I believe violate federal privacy protections ( e.g., under the Gramm-Leach-Bliley Act ) and the Truth in Lending Act ( TILA ), which mandates that all terms, including a fixed interest rate, be clearly disclosed and adhered to. 
XXXXXXXX XXXX XXXX XXXX XXXXXXXX and XXXX XXXX : a. In the same letter, I was allowed to file a XXXX XXXX XXXX  XXXX, mailed to me on XX/XX/year>. 
b. Despite this offer, I received a subsequent XXXX letter stating that I must be 60 days delinquent to qualify for hardship assistanceeven though I was delinquent in XXXX and XXXXand simultaneously offered the face-to-face meeting option with XXXX. XXXX XXXX, XXXX. 
c. These conflicting communications have confused me and have led me to question PNCs intent and compliance with fair lending practices and consumer protection guidelines under the XXXX XXXX and CFPB rules. 
XXXX. My Response and Concerns Regarding Unauthorized Procedures : a. On XX/XX/year>, I sent a fax declining the offer of a face-to-face meeting with XXXX. XXXX XXXX, XXXX, as I did not consent to the involvement of third parties who have already compromised my personal information. 
b. I have since learned that PNC intended to conduct an unnotified appraisal of my home without my permission. Such an appraisal is unauthorized and further exacerbates my concerns regarding the mishandling of my private data and my rights under my original mortgage agreement. 
XXXX. Fixed Interest Rate Violation : a. My mortgage is a fixed-rate loan with an original interest rate of 3.75 %. Any modification to my loan must preserve this rate, as guaranteed by the contract and supported by XXXX and CFPB guidelines. 
b. I demand that, regardless of any hardship modifications, my interest rate must remain at 3.75 %, ensuring my monthly payments stay at a manageable level of approximately {$1300.00}. 
In summary, I demand the following actions be taken immediately : Restore my interest rate to the original fixed rate of 3.75 % as stipulated in my mortgage agreement, thereby preserving my payment amount at approximately {$1300.00} per month. 
Provide a full, written explanation of the discrepancies in PNCs communicationsincluding the unauthorized sale of my personal information, the involvement of XXXX. XXXX XXXX, XXXX, and the attempt to perform an unnotified appraisal of my home. 
Confirm in writing that no further unauthorized changes or actions affecting the fixed interest rate or other key terms of my loan will be implemented without my explicit consent. 
Acknowledge receipt of this letter and provide a timeline for resolving these issues. 
Given these legal safeguards, I respectfully request the following : A detailed explanation of the documentation deficiencies or criteria that led to the denial of my initial loan modification application. 
Assurance, in writing, that the fixed interest rate on my mortgage will remain unchanged with a new mutually agreed executed modification.

An opportunity to submit updated financial information and any additional documentation that accurately reflects my current hardship for a reconsideration of my modification request. 
In light of these protections, I kindly request the following : XXXX. A detailed explanation of the specific criteria and documentation deficiencies resulted in the denial of my loan modification application. 
XXXX. I am resubmitting the same loan modification that accurately reflects my current financial situation. 
XXXX. Confirmation that my revised application will be reconsidered by the aforementioned federal guidelines and any applicable state laws designed to protect borrowers. 
I am requesting that my original interest rate be reinstated in its original form and not converted into an adjustable-rate mortgage ( ARM ). Under the Truth in Lending Act ( TILA ) and other relevant consumer protection laws, I am entitled to clear and accurate information regarding any changes to the terms of my loan, including interest rates.

Please provide me with a written response regarding the status of this request. You may contact me at my preferred form of communication, XXXX. 
Please note that if these matters are not resolved promptly and to my satisfaction, I will have no choice but to pursue all available legal remedies, including filing complaints with the Consumer Financial Protection Bureau ( CFPB ) and seeking legal counsel to initiate a lawsuit. 
I expect a written response within 15 business days from the date of this letter. I trust that PNC will act immediately to correct these issues and honor the original terms of my mortgage. 
Thank you for your prompt attention to this matter. I look forward to your response and a fair reevaluation of my situation. 
Sincerely, XXXX XXXX Enclosures :

Company response to consumer: Closed with explanation