PNC Bank Mortgage Complaint

PNC Bank Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Texas

In - 2014, we began the refinancing process with PNC Mortgage, the lender that had our mortgage at the time. Our refi was approved but PNC was a little slow to get the closing date set in -, perhaps due to the Holidays. Our PNC Mortgage payment was due -/-/14, and if not received by PNC by -/-/14, a late charge or $280.00 would be assessed. My PNC Mortgage Banker working on the refi told me that PNC does not charge PNC customers a late fee if they are in the process of refinancing with PNC. He advised me not to pay the - payment as he expected our refinance to close before -. I called Customer Service and was told the same thing : PNC will not charge a late fee to an existing customer who is refinancing with PNC. Since PNC still had not set the closing date, I went ahead and made the usual payment so it would not be late. However apparently PNC documented payment as of -/-/14. When I received the closing documents on the day of the closing,-/-/2014, I requested a copy of the PNC Payoff Statement from the title company. It clearly lists


they were n't sure we could close by -. PNC told me the $280.00 would be refunded with any excess escrow funds when the title company disbursed their final funds. That did not happen. I have inquired several times, both in writing, and over the phone with PNC Customer Service and the Mortgage Banker who handled our refinance, but PNC will not refund the late charge. Customer Service acknowledges this is their policy : to not charge a late fee to PNC customers refinancing with PNC. However they state they can not do anything now since the loan is paid off. The Mortgage Banker agrees with my complaint, and said he would ask his manager to intervene and request a refund, but he no longer responds to my e-mails checking the status of the refund. I want the refund PNC owes us of $280.00 for a late charge PNC stated numerous times they would not charge since we were refinancing an existing PNC mortgage loan.