Consumer complaint received 2021-05-28
Company: PNC Bank N.A.
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
During the closing process, the XXXX XXXX, the closing company, collected an additional {$3700.00} from me to cover for the county 's improvement levy that would be due after closing. XXXX XXXX stated that they had transferred the escrow amount to XXXX XXXX on XX/XX/2021. XXXX XXXX subsequently sold the mortgage off to PNC Bank around XXXX XXXX. In the first week of XXXX, XXXX, I received the quarter year bill from the County for the improvement levy, with the quarter year amount being {$980.00}. I promptly forwarded the bill to PNC Bank for payment out of the escrow account. The customer service representative assured me that if I just send the bill via email to XXXX, they'd promptly pay off the bill to the county and would not encounter any delays for my XX/XX/2021 due date for the bill. So immediately after the call on XX/XX/2021, I sent the scanned bill to XXXX and did not get a response. So I followed up with another email on XX/XX/2021 and still did not get a response. I finally got a response from PNC on XX/XX/2021 that the bill is outside of their normal escrow payment and while they will pay for it, it's not accounted for in my escrow account. They asked to confirm if PNC should proceed with payment of the tax bill. I promptly emailed back and explicitly stated to yes please proceed with the the payment and I attached the closing documents as evidence and called in to verify with PNC customer service representative that this is indeed money that has already been collected from me. The PNC customer service representative said that they would research it and get back to me. 

PNC emailed me back on XX/XX/2021 saying that they are still actively reviewing this request. I called in on XX/XX/2021 to receive an update. The PNC customer service representative, XXXX, acknowledged that my escrow account is indeed over funded by exactly {$3700.00} and she stated that she has filled out the rush paperwork and just waiting for a supervisor to sign off on it but her supervisors were in a meeting at the time of the call, but she assured me that the rush paperwork is filled out and just needs a signature and it would be done on the very same day. XXXX assured me that I would be okay and that I could call back and ask for XXXX and she'd be able to talk to me if she was available. The next day, on XX/XX/2021, I got an email from PNC with a generic " Out [ sic ] Tax Department is aware of your request. Once additional details are available, written response will be issued via mailed correspondence ''. I tried calling on the same day but the customer service line was busy and I couldn't get through for some reason. So I tried again the next morning, on XX/XX/2021. I talked to the PNC customer service representative, XXXX, who informed me that XXXX did NOT actually successfully put through the rush paperwork. I took XXXX 's advice to ask to be transferred to her, but XXXX said that wouldn't be possible and despite me explaining that XXXX explicitly said that I could request for that, he nonetheless declined to transfer me to XXXX. After a 50 minute call and being placed on hold countless times for XXXX to research the problem, XXXX assured me that they will be able to make the payment on time before theXX/XX/XXXXcounty deadline for the tax bill. I asked what would happen if PNC did not successfully make the payment on time? Would PNC bear the burden of the late fees? XXXX did not provide me with a positive or negative answer. I asked repeatedly to please identify someone or some department that would be able to process this payment today. I told XXXX that I've been getting reassured and let down by just about every customer service representative and while I want to believe in you XXXX, I've just been let down every single time here and I don't want to miss the county tax deadline because you don't even know that PNC will be responsible for the late fees if it's late. XXXX said again that " it's a process, not a person that will resolve this for you and we're doing everything we can to get this in by XX/XX/XXXX ''. It's currently Friday, XX/XX/2021 and they will be closed both Sunday and Monday, XX/XX/2021 as it is XXXX XXXX. I am not confident at all that the tax payment will be made to the county on time and I worry that the burden of the late fees will ultimately fall onto me ( as the county bill explicitly states that it is the property owner 's responsibility ) despite my numerous attempts at contacting PNC to pay for it out of the escrow account that's already been funded with the tax obligation.

Company response to consumer: Closed with explanation