Consumer complaint received 2025-09-11 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: PNC Bank N.A.
State: OH

Complaint narrative:
XX/XX/XXXX - The manager from the XXXX PNC called about me coming in to go over my accounts. I thought that she was talking about our business accounts with XXXX XXXX XXXX. She never said what it was really about so I figured she was selling a new loan or something. I told her I was going out of town and would try to connect after. 

XX/XX/XXXX - Manager calls again and leaves no message. 

XX/XX/XXXX - request for hazard insurance by email XX/XX/XXXX - Stopped in to XXXX PNC and tried to pull cash from my HELOC and it wouldn't work. We are using it to make home improvements, purchase items at a lower interest and so on. I find out my account was frozen. Ironically, Im going to be XXXX XXXX XXXX in XXXX and wonder if this is age discrimination. I had just started getting mail for XXXX and conveniently this happens XX/XX/XXXX - XXXX XXXX PNC emailed consumer lending reinstatement department informing them that XXXX drop in credit score was due to a XXXX credit card renewal fee that had been waved after they finally emailed us to let us know we were 4 month behind on payments. However, XXXX failed to adjust XXXX credit score so it was disputed on XXXX  and within XXXX week XXXX credit score went up XXXX points. 

XX/XX/XXXX - HELOC freeze letter XX/XX/XXXX - XXXX XXXX emailed required information to the consumer lending reinstatement department in order to try to get the problem resolved. We never heard anything back and neither did XXXX at PNC. 

XX/XX/XXXX - Received another letter asking for the same information that XXXX XXXX had faxed to the consumer lending reinstatement department. Since it appeared that my personal information never reached their desks I mailed the same info to them. I have a receipt with tracking saying they received my personal information on XX/XX/XXXX. 

XX/XX/XXXX - I had not received anything to date concerning my line of credit. Called PNC and XXXX XXXX was on vacation. 

XX/XX/XXXX - called the consumer lending reinstatement department and was told there was record of my personal information and the woman could not obtain anything further so she filed a complaint for me. Ref # XXXX. My personal information is floating around somewhere and no one can find it at PNC. 

XX/XX/XXXX - XXXX ( assistant manager PNC XXXX XXXX ) calls and tells me they sent me another letter that I never received, even though I had already fulfilled the requirements they asked for. They were now requesting information on my husbands trust fund from his fathers estate, tax return and various other items. Initially the letters stated if we had a XXXX and were employed all that was needed were : Signatures of borrowers, Income documents including XXXX current paystubs, XXXX and other mortgages ( We have no mortgage only the Line of Credit ) and Insurance proof. 

XX/XX/XXXX - XXXX filed a complaint from his office but I haven't received any other information currently. 

XX/XX/XXXX - Spoke with a PNC rep finally but he could not help me. He passed me to a higher person supposedly. 

XX/XX/XXXX - Spoke with XXXX from PNC. She was like a human recording just repeating the same verbiage over and over. She kept reading the NEW requirements, even though I had met the previous requests. Also, I never received the current requirements until XXXX emailed them to me. I kept asking her why there are more requests when the initial requests had been met. She kept saying PNC reserves the right to freeze anyones account if there is a suspicion that they might not be able to repay the loan. 

I asked what was her suspicion since we were never late on payments. She said she did not know just that they have the right. I said if you look at my payment record it proves that we have more than met requirements and are never late on any of our bills. She just re-read the XX/XX/XXXX letter to me for the XXXX time. When I said I was reporting them for age discrimination she wanted my confirmation number. 

To date, I have no answer as to why PNC closed my account. I only owe them {$30000.00} and my house is worth XXXX times that. PNC HAS COST ME $ XXXX OF DOLLARS IN INTEREST because I can no longer use my account and have been using credit cards because we were in the middle of a project. The information they are asking for is my husbands trust fund. This is clearly an age discrimination case. The original loan was granted based on our current income and now they want proof that we can pay the loan off. Also, PNC has regularly been checking my credit score since last XXXX which has affected both of our scores. I currently have had to lock that process on XXXX  to keep them from doing that. 

On a side note, my husband was telling a neighbor about what PNC has done to us and he said they closed his line of credit in XXXX also. He is younger than us but on XXXX. Is PNC having financial problems? Why would they be doing this to people? I have used a line of credit for years and this is the first time I have had a problem but I feel it is some sort of AGE DISCRIMINATION since I have never been provided with an explanation. If you look at my repayment history it is almost perfect. Im not sure why our scores dropped so except for the recent inquiries. 

I have included all of the paperwork that I sent to PNC along with proof of contacts made with them. I disputed them closing our HELOC on XXXX  and am filing this with you. I would appreciate your help in this matter. 

Is it ok for a bank to pull your loan for no reason? I really would like to know that answer. I would really like to know if PNC is truly discriminating due to age.

Company response to consumer: Closed with explanation