Consumer complaint received 2018-02-12
Company: PNC Bank N.A.
State: KS
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
New flood zone maps were being drawn up for our city and went into effect XX/XX/XXXX. When we heard there was a good possibility that our home would now be considered in the flood zone and would be required to purchase flood insurance, we hired XXXX XXXX XXXX, XXXX. to come to the property and take measurements. When he finished measuring my property his exact words to me were, " It's not even close. '' XXXX created a Letter of Map Amendment ( LOMA ) and filed it with FEMA. It went into effect XX/XX/XXXX. 

Our mortgage with XXXX XXXX  was sold to PNC Bank XX/XX/XXXX. PNC sent us letters on XX/XX/XXXX and XX/XX/XXXX stating that we were in the flood zone and would be required to purchase insurance. When we did not purchase flood insurance on our own they purchased it on our behalf. We faxed the LOMA to PNC Bank XX/XX/XXXX. 

I received a certified letter from PNC dated XX/XX/XXXX stating they reviewed our insurance inquiry but flood insurance was still required. I called PNC and talked to XXXX. She said that the map was dated XX/XX/XXXX and the LOMA was dated XX/XX/XXXX. I called FEMA and talked to XXXX. He said that the maps went into effect XX/XX/XXXX and the LOMA was dated XX/XX/XXXX and that the LOMA was valid. I called PNC back and talked to XXXX. I explained that I had talked to FEMA and maybe PNC had the dates backwards. 

I received another certified letter from PNC dated XX/XX/XXXX stating that they reviewed our insurance inquiry but the FEMA website has a map with our property in a flood zone. They included a few maps as well as a XXXX XXXX XXXX XXXX Form prepared by XXXX. On this form in section B, box 3 it asks " Is there a Letter of Map Change ( LOMC )? '' They had selected " No. '' I called FEMA again and asked him to review the map and LOMA. " What am I missing? '' I asked. He said, " Your letter is valid and is a legally binding document. If they ignore it, they are in violation. You should report them to the Lending Institution Regulatory Authority. '' XX/XX/XXXX, I called PNC and talked to XXXX. She assured me that she would personally find out what is going on and call me back in 2-3 days. Frankly, I don't understand what they are researching since they should know why they rejected my paperwork twice. In my opinion this " research '' should already have been done if they felt they had grounds to reject the LOMA again and it should be noted on my file. I took a picture of my letter from our previous lender ( XXXX XXXX ) stating that they would refund our flood insurance since we were not in the flood zone according to the LOMA and sent it to PNC. I never heard back from XXXX. 

I called PNC and talked to XXXX on XX/XX/XXXX. He said, " I see your letter. I will forward that on to the flood review department. You should hear back by XX/XX/XXXX. '' XX/XX/XXXX I called PNC to make sure things are progressing. I talked to XXXX who told me that according to her records they have until XX/XX/XXXX to get back to me. I explained my frustrations : I have called them five times. I have called FEMA twice. Our land surveyor says that the LOMA is a matter of public record and should have been reviewed by the PNC underwriters before they even decided to purchase our loan. FEMA suggested that I report them. The land surveyor, FEMA, and our previous lender all  determined that we were not in the flood zone and not required to purchase flood insurance. I want to talk to a supervisor. 

XXXX said they will need 24-48 hours to get back to me. I told her, " I have waited long enough. I want to talk to someone today. '' No one contacted me. 

XX/XX/XXXX, I called PNC 's customer service department. I talked to XXXX and asked her, " Who do I talk to about a complaint? '' I explained the situation to her. She said she would review everything, find out what's going on, and call me back that day. I called customer service just before closing to see if XXXX had any answers for me. I talked to XXXX who said that a supervisor from PNC insurance department will be calling me tomorrow. 

This is terrible customer service. If I had a choice I would take my business elsewhere. If there is a problem with the paperwork, a courtesy phone call would have been appreciated. These letters that they sent me don't tell me what the problem is - just that I should talk to FEMA which I have twice. They don't see any problems. I can't get through the front line of telephone operators at PNC to get to a person with any answers. This entire experience has been very frustrating. Most of the employees that answer the phone apologize and sympathize with me but I can't get any results. 

XX/XX/XXXX I wait anxiously for the 48 hour deadline to hear from a supervisor. It comes and goes. I call PNC insurance department. I wish I had the name of this employee because she was the most cold and unhelpful person I've encountered during this ordeal. She said in a snarky tone, " It's not 48 literal hours. We have until the end of business today to contact you. '' So now, yes, I'm angry. I'm beyond frustrated. I raised my voice. While I tried to explain that I was in the process of reporting them because it was getting ridiculous, she talked over me and said she would disconnect the call unless I stopped yelling. 

" Did you hear what I said? I'm going to report your bank because I can't get any answers to this problem, '' I repeated now calmer. " Well that's your right, '' she said. " You don't even care. I have called many times and talked to many people and no one has talked to me the way you have, '' I said. " You were probably respectful to them and you have not been respectful to me, '' she claimed. She ended with, " I will call you back at XXXX today to make sure that a supervisor has called you. '' I didn't hear back from anyone that day. 

XX/XX/XXXX, an executive calls me I think because of my complaint to the customer service department. He apologizes for all the hassle I've been through. I tell him my story. He says, " We have to do whatever FEMA says. '' I said, " Good because FEMA says the LOMA is valid and that you are in violation. '' He goes looking through the paperwork and finds the faxed LOMA. He tells me that it's very grainy and he can't read most of it. I offer to email him a picture of the document. He said to give him 2-3 days to get this figured out. 

XX/XX/XXXX, the supervisor for the insurance department calls. I give him an abbreviated version of what I've been going through. He apologizes and says that's not what they want to hear from customers. He mentioned the problem with the dates. I explained that the LOMA came after the maps and FEMA says it's valid and that they are in violation. He says he'll do some research to find out why it was rejected. I ask if he is the supervisor I asked to talk to on XX/XX/XXXX. " I have no idea. I just heard about you an hour ago, '' he said. I asked him if he wanted me to email him the LOMA. He said, " I think you've done enough. I'll take it from here. You and I will work together. I'll call you Monday. '' Monday XXXX calls back and says he sees that our property is in the flood zone according to the maps on the FEMA website. I say, " I understand that it looks that way. That is why we have a Letter of Map Amendment. It is amending that map. '' He says that the letter is outdated. I say, " I have talked to FEMA. They say the map is dated XX/XX/XXXX and the LOMA is dated XX/XX/XXXX. FEMA says that it is valid. Have you talked to FEMA? '' He says no and that he will leave that to the flood research department. 

Please help me. I feel like I'm going in circles having the same conversations over and over again. FEMA, land surveyor, XXXX, and us are all in agreement and on the same page except PNC. PNC claims to side with FEMA, but FEMA sides with me when I call them. I don't understand and am beyond frustrated. I spoke with a loan officer from a local bank who told me that if we do not agree to purchase flood insurance and PNC is requiring it then they should never have purchased our loan. They do not have the right to force it upon us now especially since we already had it worked out with the previous mortgage company. 

This has been a painful, stressful process and it didn't need to be. PNC let every deadline lapse without contacting me until I finally got the attention of an executive and supervisor ( who apparently didn't even know I had asked to talk to a supervisor ). While trying to communicate with PNC I was left with the opinion that this company is either incompetent or malicious. Neither word is appealing when choosing a mortgage company. I do not trust them and still do not have the issue resolved.

Company response to consumer: Closed with explanation