Consumer complaint received 2018-08-29
Company: PNC Bank N.A.
State: IN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
PNC Bank Created escrow shortages, with random checks to nothing, company I don't do business, posting refunds to insurance payment, use wrong figures for insurance escrow, wrong policy paid from wrong escrow account and inflated payments. SEE ATTACHED LETTER ADDRESS TO YOU. XX/XX/XXXX Called - Notice of Error at XXXX and spoke with XXXX in Customer Service. She refused to spend her time listening to my complaint and explanation, they are right, the insurance created the payment amount, a research request was summitted XX/XX/XXXX. She is insistent, the insurance premium created the increase. XX/XX/XXXX XXXX XXXX, in collection called. I insisted that she shut-up and listen to what I had to say. I got through the basics before she began with, " I'm in collection, you need to, I can't help, they haven't put in a request for a research, you need to, I am in collections. I see what your problem is, your payment increased {$200.00}. and you can't afford. '' No, my payment is inflated, {$390.00} and I am not going to pay it. XX/XX/XXXX XXXX, in collection called to asked, " Why I had not paid my mortgage? '' I said forget it, I am taking care of it. XX/XX/XXXX a man who refused to give me his name, called from PNC Bank Collection.

I explained the situation and he informed me I would continue to get the collection calls.

I said something to the effect that I wasn't worried about the collection calls. XX/XX/XXXX or XX/XX/XXXX I called Customer Service and spoke with XXXX. I began explaining and he began telling me that the insurance created the increase. I finally got him to look at the computer screen, my account, {$1000.00}, why, no invoice, policy, the discount created the notice, it was not a bill. He agreed that it did look as if I had some discrepancies, places me on hold, returns with the information that he wanted to talk to someone, puts me on hold again, returns to tell me someone else was going to look into the matter, but he didn't think I had any recourse except to pay the stated payment until XX/XX/XXXX.

XX/XX/XXXX I spoke with XXXX, Customer Service who insisted it was the insurance increased the payment. It is a rehearsed, standard, don't think about response.

XXXX informed me he didn't care what I did, if I sent anything other than the payment on the coupon, it would be returned. He began reading off my insurance premiums and I stopped him at the {$1700.00}, saying I signed nothing with that company. That is an agent who managed to give me a quote and used my information to create a policy, I never got, and get a commission for about four weeks before it is cancelled and he gives it back.

XXXX  switched me to XXXX.

XXXX informed me she had nothing to do with my escrow, she paid insurance.

When I received the coupon books, I was shocked, to say the least, but actually I had been watching for something on the order of stealing from my escrows, losing payments, because this is not the first time I have had a running battle with PNC Bank.

XX/XX/XXXX I hand delivered a copy of the packet I mailed to the Attorney General of Indiana, to the PNC Bank branch at XXXX XXXX XXXX, XXXX, IN and asked XXXX XXXX, Sales Associate and a female, I assumed was the branch manager, didn't see a name tag, and asked that they fax it to the correct department. She skimmed the cover page to the Attorney General and mumbled something about insurance, but agreed to fax the packet.

XX/XX/XXXX Mailed a complaint packet to the Attorney General Office of Indiana.

XX/XX/XXXX Spoke with a female in Customer Service and explained the situation, she was very concerned and advised me to not pay the refunds at the bank because it would not get to the escrow department before XX/XX/XXXX. She provided the address to get the checks to the right department quickly, I mailed the Cashier checks, XX/XX/XXXX {$1700.00} = {$1700.00} pay back, and {$22.00} pay back.

{$1000.00} = {$940.00} XXXX XXXX XXXX early premium pay back, plus XXXX {$380.00} = {$360.00} five to six month refund from XXXX.

{$1000.00} = {$1000.00} pay back for mystery check pay for nothing.

XXXX, {$1700.00} and {$22.00}, random payment, returned and balance o Now how it should have been handled : Homeowner 's policy {$1200.00} less {$1000.00}, = {$190.00} to be paid out of pocket. P & I {$310.00} + Insurance {$1200.00} divided by 12 = {$100.00} + taxes {$62.00} = {$470.00} Landlord 's policy {$2200.00} less {$380.00} = {$1800.00} divided by 12 = {$150.00} + {$2200.00} divided by 12 = {$180.00} = {$340.00} P & I {$340.00} + Insurance escrow {$340.00} + Taxes {$22.00} = {$710.00} XX/XX/XXXX I upgraded the property insurance on my primary residence and one rental property, both mortgages are with PNC Bank, with escrow accounts.

XXXX XXXX XXXX, Homeowners Policy and Landlords Policy. The homes sit next door to each other.

Homeowner 's premium, {$1200.00} for 12 months. Old Policy Premium, due XX/XX/XXXX, {$940.00}, difference in premiums, {$250.00}.

What should have happened : Principal & Interest - {$310.00}, {$1200.00} divided by 12 = XXXX, plus taxes {$62.00} = new monthly payment of {$470.00}.

Landlord 's Premium, {$2200.00} for 12 months. Old Policy Premium, due XX/XX/XXXX, {$720.00}, difference in premiums, {$1500.00}.

What should have happened : Principal & Interest : {$340.00}, {$2200.00} divided by 12 = {$190.00}, plus {$1500.00} differences in premiums divided by 12 = {$130.00} for an insurance escrow {$320.00}, plus XXXX Taxes = new monthly payment of {$670.00}.

This is giving no credit for the yearly escrow already in each account. Homeowners, {$940.00}, not to be paid out until XX/XX/XXXX. Landlords, six to seven months on deposit, policy comes due in XX/XX/XXXX, deposits on hand should be {$360.00} paid XX/XX/XXXX thru XX/XX/XXXX at lease {$360.00} refund of unused premium with the cancelled insurance provided, not taken into consideration.

This is what did happen : XX/XX/XXXX wrote a Homeowner 's Policy and a Landlord 's Policy on the home I live in. Due to extreme weather, my age ( XXXX ) my health, XXXX XXXX XXXX and XXXX condition, I went to Alabama.

I realized XXXX XXXX 's error and informed them to corrected and send me proof of coverage on the correct home.

I get a notice that revealed that PNC Bank had paid {$2200.00} from the Landlord escrow account, for the Homeowner 's Policy. Right amount, right escrow, wrong policy. I notify XXXX XXXX of the error and they correct it and send a change of premium amount due to a discount, to PNC Bank. PNC Bank sends XXXX XXXX a check for {$1000.00} in response to the premium deduction of {$22.00}.

I receive the first refund check from XXXX XXXX, {$22.00}. This discount and premium reduction was on the Landlord Policy. With in a few days I receive a check for, {$1000.00}, refund for over payment. No one knows what the {$1000.00} payment is for.

This is where the nightmare starts.

I am in Alabama, and although I have access to my computer, e-mails, etc., the one thing I don't have is access to bank depositing, due to using direct deposit and on-line banking, but not cell phone depositing. So I am holding 2 checks from the landlord escrow.

Now they have created a shortage. I personally, still only owe {$250.00} on the homeowners escrow and {$1500.00} on the landlord escrow.

Now I am waiting for the refund from XXXX XXXX XXXX, {$940.00}, which was paid 4 days after PNC Bank was notified that there was a change in policies.

Also, XXXX was dragging their feet with the 5 to 6 months refund not used due to a new policy.

The end of XX/XX/XXXX, I receive a check from XXXX XXXX, informing me that they had cancelled my homeowners policy. I had never heard of XXXX and knew nothing about a homeowners policy. I never received a policy, binder, declaration or e-mail from them, only a check for {$1500.00}.

I called the number on the check and was told they had cancelled my policy because I had not made repairs they had requested. I did remember a letter threating to cancel my policy for not painting the trim on the garage, but I was dealing with the installation of a new furnace and trying to keep warm. I called XXXX XXXX they assured me my home were covered and paid up.

XX/XX/XXXX or XX/XX/XXXX I received another check from XXXX for {$210.00}. Being a retired XXXX XXXX XXXX I knew that was most likely a commission paid the week the policy was written and deducted when the policy was cancelled.

What bothered me was that someone, I had no dealings with, could purchase Insurance on my home, without my knowledge, burn the house down and collect the insurance. I see no reason for anyone to insure a house they don't own, don't live in or care about for any reason than to destroy it and collect the insurance. If I didn't die in the house would I know? If I did die in the house, would anyone know they collected insurance?

Why would PNC Bank pay three times within 5 months without contacting me? They had my e-mail address.

I tried to get to PNC for some answers, their wait time, to speak to a representative, begins at 20 minutes and grows.

The next blow came when I received the payment coupon books.

My primary residence when from {$450.00} to {$860.00} = {$410.00}. The new payment should be {$470.00}. {$390.00} over charging. The rental property payment when from {$450.00} to {$83000.00} = {$380.00}. The new payment, even with the difference in policy premium should be no more then {$710.00}. {$150.00} over charge.

This is not an over charge for a year, this is by the month. {$390.00} times 12 = {$4700.00}. {$150.00} times 12 = XXXX for a total of {$6500.00} a year and they pay not interest.

Company response to consumer: Closed with explanation