Consumer complaint received 2024-12-04 00:00:00
Product: Mortgage — Conventional home mortgage
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: GA

Complaint narrative:
On XX/XX/XXXX, we had a call with our mortgage loan officer to discuss locking a rate and verbally confirmed that the mortgage rate was 6.875 % with a {$460.00} cost for mortgage discount points in order to get the above mortgage rate. Immediately after the call, we contacted our mortgage loan officer and provided a written confirmation of the mortgage percentage at 6.875 % with {$460.00} for discount points in order to achieve that rate. 

However, on XX/XX/XXXX, we received a preliminary closing disclosure containing values that were not the same as the agreed upon values.The values listed in the preliminary closing disclosure were a mortgage rate of 6.875 % with a {$1000.00} cost for mortgage points. Upon receiving this disclosure on XX/XX/XXXX, we reached out to our mortgage loan officer to clarify why the discount point cost was not the agreed upon value. Our officer responded that she had made a mistake and was going to get it fixed. We were hesitant to sign the preliminary closing disclosure due to the error ; however, she assured us that this would be fixed before our closing date on XX/XX/XXXX. 

We reached out to our mortgage loan officer multiple times to see if the issue had been fixed, but it had not been and she assured us that she escalated the situation. On XX/XX/XXXX, our loan officer stated that she would not be able to fix the mistake and gave us her manager 's name and number to contact. She again admitted fault, claiming she is 'so sorry for the mistake, I can't remember another time in my XXXX year career this has happened ' and 'I would do the same thing if I was in your shoes '. That same day, we reached out to the manager via phone call and texted multiple times, but received no response from him. 

Finally, on our closing date of XX/XX/XXXX, the issue was still not resolved despite multiple calls and texts with the mortgage loan officer. On XX/XX/XXXX during our closing, we finally reached the officer 's manager only due to our closing attorney calling the mortgage loan officer and requesting the manager to address the issue. Per the manager, we were told that the issue could not be fixed despite it being a mistake on their part, which forced us to spend {$570.00} more than agreed upon in order to not break the contract on our house closing. 

Since the closing of our house on XX/XX/XXXX, we have continued to reach out to the manager, who told us that he escalated the case to customer care and provided us the contact information. We then contacted customer care multiple times ( XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX ) via phonecall and email and received no responses. We reached out to the manager again on XX/XX/XXXX to request more information on the case since the customer care would not reply. He said he would reach out and let us know. He has not replied or contacted us since our call. We reached out to the bank branch on XX/XX/XXXX and XX/XX/XXXX to request more information on the case as well as to file complaints and yet, the issue has still not been resolved as of XX/XX/XXXX.

Company response to consumer: Closed with monetary relief