Consumer complaint received 2024-05-30
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: PNC Bank N.A. (OR)

XX/XX/24 called PNC after receiving a escrow analysis with a higher monthly payment because PNC made an error and over paid the homeowners insurance. Payment should be {$940.00} and lender as assessed it at {$1100.00} because lender made a duplicate payment to homeowners account and charged homeowner for the error. 
Homeowners already paid the yearly homeowners and lender was provided the information prior to closing costs. 
Spoke to agent XXXX who verified that PNC generated a payment to XXXX for {$1100.00}. For the homeowners insurance and said she would escalate this for an escrow waiver process. 

She then transferred me to XXXX in XXXX who put the blame on the borrower by stating we didnt notify the lender but in fact emails were received and sent to lender prior to closing with a receipt and declarations page of the insurance. XXXX said she was calling the insurance about the cleared check and requested it back and then forwarded me to XXXX. 

I was on hold for nearly an hour then XXXX came on the phone from homeowners processing center to remove the insurance from the escrow and apologized. She said while we sort this out, not to make a payment and lender would waive any fees under the circumstances and while PNC worked to get the check back and while the do a mortgage adjustment then somehow we were disconnected. In total this call was XXXX hours. 

XX/XX/24 phone call to PNC. Waited more than XXXX min before speaking with XXXX in mortgage. 
XXXX said everything the previous agent XXXX had said yesterday before was inaccurate and I'd better make a payment, that PNC will not waive fees. 
I asked to speak with XXXX and was placed on a XXXX min hold. XXXX then got back to say a XXXX wouldn't be able to help me, I again asked to speak with a XXXX and she put me on a XXXX min hold prior to forwarding me to a XXXX. 

In the meantime, I called with another phone and spoke with PNC agent XXXX XXXX very nice person who said it should only take a couple moments up to XXXX mins for a XXXX. I was then put on hold then you could hear a long beep like someone was pressing a phone number to make a noise and this went on for more then XXXX mins before I was disconnected. 
Meanwhile I continued to hold with XXXX for another XXXX min before I was connected to XXXX, where I was told that I am recording the call and she refused to speak to me. 
I then called a XXXX time and spoke to XXXX in loan department. Asked to be forwarded to the escalations department where I was put on another XXXX min hold before being connected to XXXX at XXXX in lending department who created an escalation. 
Issue is a refusal to correct a second payment error with the escrow account, refusal to remove insurance escrow account, refusal to do a mortgage adjustment so borrow can make an accurate payment, refusal to provide a process to request a refund on the overage, inability to reach a XXXX, misinformation provided across XXXX lender agents.