Consumer complaint received 2018-03-10
Company: PNC Bank N.A.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX I received a Escrow disclosure statement from PNC Bank suggesting I have an Escrow shortage of {$1300.00}. I usually keep pretty good records of my own on loan/bank stuff therefore I thought something was wrong. I usually pay my mortgage at a PNC branch so on my next visit I asked to speak with someone about the shortage. The mortgage specialist told me he would get an update escrow balance report so he could look into it. Next I received a letter suggesting I could pre-pay more shortage of {$1800.00} or if I did nothing my monthly payment would be raised to settle the shortage. 

The mortgage specialist did share my escrow balance report and suggest my taxes and insurance has gone up. I replied with yes they have gone up a total together of {$430.00} not {$1800.00}, so what are the additional funds for? He could not answer that question and suggested he would ask for an Escrow analysis to be completed. In the meantime my XX/XX/XXXX payment was due. I told the specialist that I have left over coupons from the old payment book and that I would keep my payment the same as XX/XX/XXXX until we could figure it out the additional funds request. I also created a spreadsheet extending my escrow balance out until XX/XX/XXXX. I revealed a {$130.00} shortfall but not until XX/XX/XXXX.

Time had gone by waiting for Escrow analysis so I made my Jan. payment the same as XX/XX/XXXX. The payments I was making were more than {$700.00} over my principal and interest. I assumed that we could square up the escrow balance when it got figured out. I was not trying to default on my mortgage. PNC Mortgage sent me a letter about my short payment. for XX/XX/XXXX, I scanned the letter and sent it to the mortgage specialist, trying to get an update on analysis. Late XX/XX/XXXX I spoke with the Mortgage Specialist who told me he thinks the bank screwed up on the opening balance for escrow when I refinanced at the end of XX/XX/XXXX. I said that's not my fault. He said he would have to look further into it.

I made XX/XX/XXXX payment as I had done in XX/XX/XXXX and XX/XX/XXXX In the middle of XX/XX/XXXX I talked to the specialist again who said he couldn't help me any further I had to call customer service at PNC direct. The next day I called and waited on hold for as long as I could ( more than 20 min ). I figured I would try them back again in the next time I got a chance. The following week I had a door hanger on my front door that said I must call PNC immediately. I also received 3 letters in the mail that same day one was a check returning one of my mortgage payments. One of the other letters told me they reported delinquent payments to credit agencies. 

The immediate phone number was to the collections dept at PNC. Who encouraged me to make a payment. I said for what? She said I was delinquent on Mortgage by 2 months. I learned that since the payments for XX/XX/XXXX and XX/XX/XXXX were not in full they were being returned to me. I said I paid enough to cover my mortgage and that I have an an escrow analysis being performed, I think the escrow increase is incorrect. I told them I was working with a specialist at my bank. She told me the specialist at my bank should not being trying to handle this and that I was mis-represented. Again I was asked to make a payment. I said how could I possibly have the money to make payment when I am waiting for checks to be returned to me. The first check took more than 30 days and at this rate it will take me 60 days to have sufficient funds to make the necessary payments. She told me it wasn't her problem. I asked for a supervisor and got disconnected. 

I talked to several customer service reps this this call and have never got any real answers other than I have to do whatever it is PNC wants. I had to borrow money to make payments and I owe late fees and service fees in excess of {$200.00}. Lastly I have requested that PNC no longer manage my escrow as it is not required. I submitted in writing this request and after to weeks was told they could not release my escrow because of late payments. I am at a complete loss for words. I have been a good standing customer with PNC since XX/XX/XXXX and can't believe how badly I have been treated. I will NEVER do any banking or borrowing ever again at PNC.

Company response to consumer: Closed with explanation