Consumer complaint received 2019-10-16
Company: PNC Bank N.A.
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I have recently been made aware that PNC is forcing my taxes into escrow despite being paid in full 2nd,3rd and XXXX credit toward 4th QTR. I have provided numerous documentation in support of full mortgage and tax payment however, continued to received numerous phone calls. I would receive numerous phone calls from PNC on a daily basis on both mobile and landlines, sometimes simultaneously. I recently started a now job and work remote, on the phone. The phone calls persisted right before and during my work shift despite my request that they top. I wasn't until I sent an email to the CS department mentioning our intent to seek legal counsel for harassment, that the calls immediately stopped. 

This situation has caused emotional stress for myself and my family. My payment history has been consistent for the past 19 years, even the past 4 years being a PNC customer. I don't like being strong armed and threatened into having an escrow. The monies I've been sending for mortgage payments have been applied toward the escrow account despite my objections and providing supporting documentation. PNC really needs to exert the same effort in pro activity and in their so called collections. Issues of this importance should be handled in the same manner as the collection attempts, by having a discussion with the customer, paying attention to details and documents, and resolving in a mutually beneficial manner. 

EMAILED CORRESPONDENCE : From : XXXX XXXX XXXX <XXXX> Sent : Thursday, XX/XX/XXXX XXXX XXXX  To : XXXX <XXXX> Cc : XXXX XXXX <XXXX> Subject : mortgage and tax records history hey XXXX, please see attached payment history for mortgage and taxes going back 2 years. I've never missed or been late on a mortgage payment and taxes have been paid out as they have been paid for almost 19 years. I appreciate all of the help you have provided and hank you for the contact information. I need this to be reviewed by a manager if you could please provide a name. As you will see, our mortgage payment is paid, in full with almost 1000.00 extra paid. Taxes are also current with a XXXX credit toward the 4th quarter. 

Can you please confirm that your records reflect the same as ours. If so, I need to understand why the escrow demand when no monies have applied toward my taxes from PNC. As discussed, I'm paying mortgage and taxes in the very same way I've paid for the past 19 years, the most recent 2 years as a PNC client. I make additional payments over and above my mortgage payment almost the entire lifespan of my PNC mortgage and have never missed or been late on payments. Again, I appreciate your help and understand that this will most likely need to be escalated to a supervisory level. 

In the int rem, I'd like to send in my XXXX payment. I need to make sure that this payment gets applied toward my XXXX payment and that while this situation is researched, that my account reflect current because it is. Give me a buzz if you need additional info. 

XXXX XXXX From : XXXX XXXX XXXX <XXXX> Sent : Tuesday, XX/XX/XXXX XXXX XXXX  To : XXXX <XXXX> Cc : XXXX XXXX <XXXX> Subject : Re : account XXXX tax history Image Sent from my XXXX, XXXX XXXX   smartphone Get XXXX for XXXX From : XXXX XXXX XXXX <XXXX> Sent : Monday , XX/XX/XXXX XXXX XXXX  To : XXXX <XXXX> Cc : XXXX XXXX <XXXXt> ; XXXX XXXX XXXX <XXXX> Subject : Re : account XXXX tax history Hello , did not get a response to my previous email however I did speak with XXXX XXXX from the escalation group earlier this afternoon. Please let me know if I will be hearing from someone aside from XXXX regarding the status. I will be making XX/XX/XXXX mortgage payment either tomorrow or Thursday and hope that this full payment will be applied toward my XXXX payment. In addition, I received the XXXX tax statement from XXXX XXXX which I will forward. Taxes are paid in full and up to date with XXXX credit toward 4th qtr. Please note. 

Appreciate your response. 

XXXX XXXX XXXX From : XXXX XXXX XXXX <XXXX> Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX <XXXX> Cc : XXXX XXXX <XXXX> ; XXXX <XXXX> Subject : Re : account XXXX tax history Attached please find a call log of all calls made to my home and mobile phone. I am waiting on a call from XXXX for detailed mobile phone calls, incoming, outgoing and length of time. To say the calls are at this point harassing is an understatement. Please cease all automated phone calls. I have had the numbers blocked on both my lines. As you will see once I get the records from XXXX, there are several occasions that I am on the phone with a PNC rep and another PNC rep is calling on on my other line. Also, I work remote on the phone. These calls are coming in prior to and during my shift. It distracts me from duties and I am requesting all attempts on collection cease while we try to resolve this issue. 

I am working on resolution with a gentleman named XXXX who works in the escalation department. I do not want phone calls from anyone other than him or a supervisor. 

I have owned my property since XXXX and have had 3 other mortgage companies who held the loan, issue free. I have always paid my taxes outright and have NEVER NOT paid them. I have NEVER missed a mortgage payment nor do I intend to. I have XXXX in equity in this home and have a high credit score. I have explained the circumstances numerous times to numerous PNC agents in addition to going to the XXXX branch on 2 occasions. Please do not make any changes on how my taxes are handled. My husband and I are consulting with an attorney this week in addition to looking to refinance with another company. 

Just so we are all on the same page, my taxes are current and have been paid in full for the 3rd QTR. since XX/XX/XXXX. My XXXX mortgage payment plus an additional XXXX was paid XX/XX/XXXX ( XX/XX/XXXX XXXX, XX/XX/XXXX XXXX ). I have documentation available for all payments. I have also requested the taxes be removed from escrow twice and been denied on both occasions. Never missed a mortgage payment in 19 years, taxes have been paid in full by the end of every year for the past 19 years, XXXX in equity in the home. Very very disappointed in the poor communications, numerous repetitive phone calls and the anxiety they create. Again, please do not have anyone other than a high level executive or supervisor call me. Appreicate your response. 

XXXX XXXX XXXX From : XXXX XXXX XXXX <XXXX> Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX <XXXX> Cc : XXXX XXXX XXXX <XXXX> Subject : Re : account XXXX Dear people, can you please remove the escrow account off my mortgage and have someone notate my account with detailed information pertaining to the zillion phone conversations I've had with various CR reps. Unbelievable how many calls I'm getting on a daily basis for an account that is paid in full on the mortgage and taxes. As a matter of fact, while on my normal 1 hr PNC phone call this afternoon, my cell phone was ringing in with yet another PNC rep calling about the same issue. 

PNC is ridiculously ineffective and almost to the point of harassing me. MY ACCOUNT IS IN GOOD STANDING AND I've owned this home for over 18 years, over XXXX in equity and NEVER missed a mortgage payment. Please resolve this and ensure that there are NO negative credit reporting on my account. 


From : XXXX XXXX XXXX <XXXX> Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX <XXXX> Cc : XXXX <XXXX> Subject : account XXXX Can you please remove the escrow of the taxes on my account as my taxes have been paid in full. Payment was made directly to the township XX/XX/XXXX in the amount of XXXX and the escrow check paid by PNC was returned. My mortgage payment is current with payments in XXXX in the amount of XXXX on XX/XX/XXXX and XXXX payments XX/XX/XXXX for XXXX and XX/XX/XXXX for XXXX. I have been paying an XXXX extra on the load for the better part of the past two years. 

Can you please review my account and apply all payments. Also, if there is any negative delinquencies reported on my credit can you please you please remove that. Appreciate your response. 

XXXX XXXX XXXX

Company response to consumer: Closed with explanation