Consumer complaint received 2020-09-29
Company: PNC Bank N.A.
State: PA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
on XX/XX/2019 my next door neighbor 's house was on fire, the fire came across the property line and both houses suffered " bad '' fire damage. Both homes are attached by a property line wall - sometimes called 1/2 twin or duplex home. Both of us have the same bank PNC Bank and are required to have insurance to cover the houses if we have a problem. the two houses together have over {$500000.00} worth of insurance. the problem is that PNC bank has not followed through and gotten the repairs done to both houses. I have called and complained and at this point I have started putting comments complaining on PNC advertising. They said they would get back to me but they still have not days later. Over the months I have spent more than 12 hours trying to get the insurance claims office to get work started on the house next door Pnc bank says since I do not own the property they will not give any information. I started some repairs in XXXX  when the virus opened up the work field but repairing a house with a " fire pit '' next door is useless. I have had calls from the insurance claims department and they leave a PNC number to call back but it is not the correct department -they are trying to avoid my calls. I am homeless for more than a year - my insurance is running out I need my bills, rent food etc due to the fire paid and Pnc still has not made anyone get the house fixed. I did threaten PNC that I would go to the FDIC and basically they laughed at me. I am not happy that I have to pay my mortgage, insurance, taxes all the expenses as if I live there and the bank - refuses to get the houses fixed. it is not fair -- - how will I pay my bills? and get back into my house? PNC should make sure the buildings are fixed in a timely fashion if they make us buy insurance. Oh they have an insurance claims office and they call me every 25 days and ask what work has been done on my home -- and when I ask about next door they say they can not comment -- - that bank is taking my mortgage money and using it for their investments and they do not help or try to get my home repaired so I can move back in. oh they have said at least 2 times they would investigate and send me information- the information they send me is a list of all the different accounts and things they can do for a customer at PNC nothing that a complaint has been filed and a bank employee will investigate my questions and get back to me they also say I have to submit all information on this complaint if I forgot anything it is because of my age and the fact I am not a lawyer or accountant so you should be open to help me fix my complaint and get my house rebuilt there are so many more statements I should put here about not being able to get my house fixed I am adding this - as I get information - I am in a hotel room being exposed to covid 19 virus and have no file cabinets I have to search for a copy of my PNC bank loaXXXX XXXX my life destroyed - and I do not have any of my memories or furniture and my life will never be the same

Company response to consumer: Closed with explanation