Consumer complaint received 2017-05-31
Company: PNC Bank N.A.
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Good morning. My complaint is in regards to PNC Mortgage and their customer service with the way they handle their loss claims. Our house was hit by a tornado on  XX/XX/XXXX . Our insurance company has issued multiple checks to myself and PNC Mortgage to repair the damages to our house. PNC Mortgage is holding all of the money in our escrow account. It is  XX/XX/XXXX  and we still have n't received any money to pay for the repairs.  <P/> The issues started with the wait times for phone calls to get ahold of somebody in their loss claims department. They have varied anywhere fro m 10 minutes to 1 hour and 40 minute s, which we finally had to hang up without talking to anybody because we ca n't be away from our jobs that long. They are understaffed in this department. I 've asked before how many people work in the department and I 'm just told not many.  <P/> For a department that frequently deals with customers that have gone through a natural disaster, they 're not very friendly or compassionate either.  <P/> The next issue is their lack of replies to emails. We have had to provide multiple documents to PNC Mortgage in regards to our contractors. ( I 've talked with other neighbors and they do n't have to do this with their lenders. We feel like we have to jump through hoops to get the money that has already been sent by the insurance company to fix the house that we live in. ) I have sent multiple emails and asked for them to reply that they 've received them. If I do n't receive a reply, I wait a week and then forward the email to them again. They sent me an email on  XX/XX/XXXX  stating that they needed more paper work from one of our contractors. I sent them a new email on  XX/XX/XXXX  with the requested information along with more information. I never heard a reply. I forwarded it again on  XX/XX/XXXX  along with another email that included more invoices to try and get reimbursed, but still no reply.  <P/> I called PNC Mortgage today,  XX/XX/XXXX . After being on hold for 18 minutes, somebody answered. I was told they did n't have the emails that I sent in my file. I told them the dates that I sent them. Then they asked me to provide the specific time that I sent them. I went through my emails again to give them the specific times that I sent them. They put me on hold and had a processor go look in their system for the emails. The emails were found and I was told that they would be sent to someone to review. I asked for the situation to be expedited since they 've had the emails for ove r 2 we eks and I 've been going on almost 3 months without receiving any money to do my repairs to my house. I asked for the check to be wrote and sent today. They said that they ca n't do it that quick. It would take up to 3 days for them to get a check wrote and put in the mail. I told them it was n't even  XXXX    XXXX   XXXX   XXXX    (  my time, but probably  XXXX   XXXX  their time ) and that I wanted a supervisor to get on the situation asap and get a check wrote and sent out to me today since they have caused a long enough delay.  <P/> My wife and I both work in the real estate industry and deal with lenders on a daily basis. We have talked with customers, neighbors and our insurance agent, and have only heard of one other person that has had this many issues with getting the insurance money from their lender to make repairs to their house. That other person 's lender happened to be PNC Mortgage as well.  <P/> The above examples are only a portion of what we 've gone through with PNC Mortgage. It 's bad enough that we 're having to deal with a natural disaster, but when your lender makes it this difficult to get the money that has already be allocated by the insurance company to get the repairs done in a timely manner, it just makes it that much worse. The other bad thing is, as a customer, we did n't even choose PNC Mortgage to be our lender. Our loan was sold to them and now we 're forced to deal with them unless we refinance.  <P/> We feel like PNC Mortgage 's processes of handling loss claims should be looked into and be made more customer friendly.  <P/> Thanks.

Company response to consumer: Closed with explanation