Consumer complaint received 2021-02-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: PNC Bank N.A.
State: FL

Complaint narrative:
On or around XX/XX/XXXX I began having problems making my mortgage payments. I reached out to PNC and explained that I was laid off of my job and was actively looking for a job. I was told to complete a payment packet for loan servicing. I at the time included my husbands income and the back child support documents from the local clerk of the court here in XXXX XXXX XXXX. It was requested that I send in the court order and the ledger of the amount that was owed to me. I was told that it would be 30 days before they would make a decisions. I sent in all the information that was requested not 1x but several times over a period of about 9 months because they would say they didn't have what they needed. All information that was requested and submitted in a timely manner although they say it wasn't. After sometime around XXXX or XXXX of XXXX I called PNC to make sure that they had all my husbands check stubs and my documents from a contracting job I had secured and it was confirmed by a representative in loss mitigation. So later on that evening I checked the mail and there was a letter from PNC telling me that they have helped me to much and that I didn't qualify for any of their programs. So I called PNC back and wanted to speak to someone regarding the letter and the representative I spoke to said that they are still processing my application for assistance and that I will hear something from them in 30 days. So I explained that I just received a letter from them in my mail box and she said that it must have come to me by a mistake and that my file was still being processed. In the mean time there was a date set to foreclose on my house in XX/XX/XXXX. I reached out to PNC and their attorneys to see if they would work with me and PNC attorney stated that I needed to pay the {$16000.00}. owed in back mortgage payments and then a while later they said I owed XXXX and then one email said that I needed to pay XXXX. So when we offered to pay XXXX per week until we got caught up they said that it was not an option. I really didn't know what to do at that point. Although I was assured that my file was still being processed and didn't hear anything else from PNC. So basically for months they gave me the run around and my home was foreclosed on and we became homeless a couple days after they shut everything down due to the corona virus. The equity I had in my home was loss and then I was sued by an agent that worked with PNC who said they advanced me XXXX dollars for i don't know what. The county in which I live took XXXX dollars saying that they invested in my home when they gave me the down payment. But the clause that stated in the event that my home was foreclosed on it cancels out the 1st and 2nd mortgage. But they still took the money leaving me on the street. I left my home with a few things and was staying in a hotel until we were able to get a place to stay. The experience was one of the worse events in my life. I had a moral duty to not only be forth coming with PNC regarding my situation ; and I did and it wasn't enough. They dragged this situation all the way out through to the end of XXXX and ultimately foreclosed on my house in XXXX. It is my understanding that the letter I received from them regarding them assisting me as they stated " too many '' times during the life of the loan ; it seemed as if they had already made their decision. They weren't looking to help me at all. I sent in multiple packets because they would request it saying that they either didn't receive a document or they couldn't read it. So I XXXX  some documents to them and then they started saying that they couldn't read them. It was my opinion that they had drawn out this situation until the end of XXXX. I do have a couple of emails from correspondence from their attorney who gave me several amounts that was due. My loan # XXXX. My single point of contact was XXXX XXXX

Company response to consumer: Closed with explanation