What PNC's hardship program does and who can request it

PNC Bank offers a hardship program that lets you request temporary relief if you are struggling to make payments on a loan, credit card, or line of credit. The program does not erase what you owe — it changes the terms temporarily so the payments fit your current situation. PNC may lower your interest rate, reduce your monthly payment, pause payments for a set period, or combine these changes depending on your circumstances and the type of account.

You can request hardship information if you are experiencing a temporary financial setback: job loss, medical emergency, divorce, death in the family, or unexpected major expense. PNC reviews each request individually. The program is not automatic — you have to contact PNC, explain your situation, and provide documentation that shows the hardship is real and recent.

Hardship information is different from debt forgiveness. PNC is not erasing the debt or reducing the total amount you owe permanently. They are restructuring how and when you pay it back. Once the hardship period ends (usually 3 to 12 months), your regular payment schedule resumes, though the terms may be different from what you had before.

Key Takeaways

  • PNC hardship programs temporarily change your payment terms — lower rates, reduced payments, or payment pauses — but do not erase the debt.
  • You must contact PNC directly by phone or through your online account to request hardship information; there is no online form to submit.
  • Have recent documentation ready: proof of income loss, medical bills, divorce papers, or other evidence of the hardship you are facing.
  • PNC typically reviews hardship requests within 5 to 10 business days and will tell you whether your request was approved and what your new terms are.
  • Hardship information usually lasts 3 to 12 months, after which your regular payment schedule resumes unless you request an extension.

How to contact PNC to request hardship information

Call PNC's customer service line at 1-888-762-2265. Tell the representative that you are requesting hardship information and that you are experiencing financial difficulty. They will transfer you to the appropriate department — usually the loan servicing team for mortgages, the credit card hardship team for credit cards, or the personal loan department for other accounts.

Have your account number ready when you call. The representative will ask you to describe your hardship, when it started, and how long you expect it to last. Be honest and specific: "I lost my job in March and have not found work yet" is more useful than "I am having trouble paying." They will also ask about your current income and expenses so they can understand what payment amount you can actually manage.

If you prefer not to call, you can also log into your PNC online account and look for a "Contact Us" or "Message Center" option. Some account types allow you to send a find message requesting hardship information. Response time is usually slower through messaging — expect 5 to 10 business days instead of same-day review — but it creates a written record of your request.

What documents to gather before you call

PNC will ask for proof that your hardship is real. Gather these documents before you call so you can reference them or submit them when ready after your call:

  • A recent pay stub or letter from your employer showing job loss or reduced hours
  • Medical bills or a letter from a healthcare provider if the hardship is health-related
  • Divorce papers or a separation agreement if the hardship is related to a change in household income
  • A death certificate or funeral bill if the hardship involves loss of a family member's income
  • Bank statements or tax returns showing your current income
  • A list of your monthly expenses so PNC can see what you can realistically pay

You do not need every document on this list — only the ones that explore to your situation. If you cannot get a document when ready, tell the representative what you have and what you are waiting for. PNC may approve your request conditionally, pending receipt of documentation within a set timeframe.

What happens after you submit your request

PNC will review your request and contact you within 5 to 10 business days with a decision. If approved, they will explain your new payment terms in writing — either by mail, email, or through your online account. Read this carefully. It will show your new monthly payment amount, the new interest rate (if changed), how long the hardship period lasts, and what happens when it ends.

If your request is denied, PNC will tell you why. Common reasons include: the hardship does not meet their criteria, you did not provide enough documentation, or your account is already in default or collections. If denied, you can ask to speak with a supervisor or request reconsideration if your circumstances have changed.

Once approved, make your new payment amount on time each month. Missing payments during the hardship period can result in denial of future hardship requests and may trigger default or collections action. If your situation improves before the hardship period ends, you can contact PNC to end the program early and resume your regular payment schedule.

Different hardship options depending on your account type

The specific relief available varies by account type. For credit cards, PNC may reduce your interest rate, lower your minimum payment, or pause interest accrual for a set period. For mortgages, options typically include loan modification (changing the term or rate), forbearance (pausing payments temporarily), or a repayment plan that spreads missed payments across future months. For personal loans, PNC may extend the loan term to lower the monthly payment or reduce the interest rate.

Ask the representative which options are available for your specific account. They cannot offer all options for all account types, and some depend on how far behind you are on payments. If you are current on your account, you have more options than if you are already in arrears.

What to do if PNC denies your request or the terms do not work

If PNC denies your hardship request, you have a few options. First, ask whether you can reapply after providing additional documentation or after your situation changes. Second, ask to speak with a supervisor — sometimes a second review produces a different outcome. Third, contact the Consumer Financial Protection Bureau (CFPB) to file a complaint if you believe PNC treated you unfairly.

If PNC approves your request but the new payment amount is still too high, contact them again and explain that the terms do not work. They may be willing to adjust further, extend the hardship period, or explore other options. Do not ignore the account or stop paying — that will damage your credit and may trigger collections action.

If you are struggling with multiple debts, consider speaking with a nonprofit credit counselor. Organizations like the National Foundation for Credit Counseling (NFCC) offer free or low-cost guidance on managing debt across multiple creditors and may help you negotiate with PNC and other lenders.

How hardship information affects your credit

Requesting hardship information does not automatically hurt your credit. However, how it appears on your credit report depends on your payment history. If you are current on your account when you request hardship information, the program may not show up on your credit report at all, or it may show as "account in forbearance" or "payment plan," which is less damaging than a late payment.

If you are already behind on payments when you request hardship information, those late payments will already be on your credit report. The hardship program itself does not erase them, but it stops new late payments from being reported as long as you make your new payment on time.

Once the hardship period ends and you resume regular payments on time, the impact on your credit will gradually fade. Late payments stay on your report for seven years, but their impact decreases over time, especially if you build a record of on-time payments afterward.

Frequently Asked Questions

Can I request hardship information if I am already behind on payments?

Yes. In fact, if you are behind, requesting hardship information is one of your best options to avoid default or collections action. Tell PNC about the missed payments when you call and explain what caused them. They may require you to catch up on some or all of the arrears as part of the hardship plan, or they may roll the missed payments into a new repayment schedule.

How long does hardship information last?

Most PNC hardship programs last between 3 and 12 months. The exact length depends on your situation and the type of account. When the hardship period ends, your regular payment schedule resumes. You can request an extension if you are still struggling, but you will need to provide updated documentation of your hardship.

Will PNC reduce the total amount I owe?

Hardship information changes how you pay, not how much you owe. PNC may lower your interest rate, which reduces the total interest you pay over time, but the principal balance stays the same. If you need the debt itself reduced, you would need to explore other options like settlement negotiation or debt management programs, which are separate from hardship information.

What if my hardship is permanent, not temporary?

Hardship information is designed for temporary setbacks. If your hardship is permanent — for example, you are permanently disabled and cannot work — tell PNC that when you call. They may still offer information, but you may also want to explore other options like income-driven repayment plans (for federal student loans) or bankruptcy (as a last resort). A nonprofit credit counselor can help you understand all your options.

Can I make extra payments during the hardship period?

Yes. If your situation improves and you can pay more than the reduced amount, you can make extra payments toward the principal. This will help you pay off the debt faster and reduce the total interest. Contact PNC to confirm there are no prepayment penalties on your account before you make extra payments.