Consumer complaint received 2019-06-21
Company: PNC Bank N.A.
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My husband and I are being harassed by PNC Banks Mortgage Department. Initially, this was over a property tax bill that was due XX/XX/2019. Although we consistently pay our property taxes early or by the XX/XX/XXXXof the month due, that payment was made on the XX/XX/XXXXand cleared on the XX/XX/XXXXWELL WITHIN the XXXX XXXX  XXXX XXXX 10 day grace period. This occurred because my XXXX mom had become ill and was ultimately hospitalized with double XXXX. Despite flying to Florida in a panic to be by her side, I still managed to pay my property taxes on-time ( according to my Town ) and even remembered to add the {$8.00} addt school tax that was added after the XX/XX/XXXXelection. 

The first letter we received from PNC Bank was dated XX/XX/XXXX. It stated there may be delinquent taxes on our property and warned us that unless our taxes were brought current, PNC had the right to create a mandatory escrow account for us that would then remain in effect for the life of the loan. I immediately called PNC, then our Towns Tax Office and was told we had a XXXX balance due and were never delinquent. I assumed all was good, until we received a second notice dated XX/XX/2019. This document stated we had an outstanding a balance of {$8.00}. ( The {$8.00} additional tax bill PLUS interest ) and that it had to be paid off immediately to avoid an escrow account being establish on our behalf. I immediately called the XXXX XXXX XXXX Tax Office again. I was told although my regular tax bill cleared on time, I had forgotten to include the {$8.00} that quarter. However, because the XXXX XXXX residents were unaccustomed to adding the extra tax bill and because it was such a small amount, our tax office had written off that amount. Once again, I was told we had a XXXX balance due. 

On XX/XX/XXXX I went to speak my local PNC Bank Manager, XXXX XXXX in XXXX, NJ. He made copies of my paperwork and assured me that I would hear from his Supervisor, XXXX within 48 hours. I left my cell phone number because I always have my phone with me and I did not want to miss her call. Its been 8 days and I have not heard a word. I called the XXXX Branch again this morning, leaving a message for the Bank Manager. Despite being told he would be given the message within 15 minutes, that was at least 4 hours ago and Im still waiting for a call back. I deposited money money in PNC and decided to move our mortgage in part because I believed they were a different hometown type bank that really cared about the people who banked with them. Ive lost tremendous faith in this bank over the harassment we had to deal with. They appear to be using any excuse possible ( even if not valid ) to force an escrow account on us. We pay over {$9000.00} a year in interest to this bank for our mortgage. We pay our mortgage payments and property taxes on time yet they are harassing us ... first over a few days ( even though our town allows 10 days ) and then over {$8.00} ( even though our town 's tax office we do not even owe ).

Company response to consumer: Closed with explanation