PNC Mortgage Plummer St, Northridge

Lost my job due to Covid. Called PNC to see what offers they have for my mortgage. The best offer for me was to pay 50% of the payments for 3 months and the balance would be a balloon at the end. I verbally agree and made my (3) 50% payments as agreed. My next statement shows late fees and the remaining 50% is now due. I talked with several people and managers and they tell me they changed the terms as noted in the disclosures they mailed me. What kind of company does that? And snail mails a letter to the customer hoping they received it. Not sending it certified or via FedEx to confirm the customer actually received it? Why not pick up the phone and call the customer, who lost their job, and discussing other options??? It’s clear PNC Bank cares more about their investors than their customers with a track record of making payments on time for years. BEWARE.