Consumer complaint received 2024-03-29 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
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.
State: OH

Complaint narrative:
In XXXX of XXXX I purchased a home on XXXX XXXX in XXXX, Ohio. I paid cash for the home at the time of purchase, {$XXXX}. We were going to make significant improvements to the home so I took out a home equity loan in XXXX of XXXX to help with PNC to help with that process. At the time of prior to closing, PNC notified me that the home was listed by XXXX as being in a flood plain. While the home sets over XXXX feet above the highest water level, XXXX simply lists every home on the lake as being in flood plain and apparently puts the onus on the homeowner to do the work to prove otherwise. I did purchase flood insurance to get the loan closed and moved on. I engaged a surveyor in XXXX to complete an elevation survey which he did. I hand delivered that survey to PNC at their office in XXXX, XXXX on XX/XX/XXXX. XXXX at that office faxed the survey to the appropriate area and we received confirmation that it was received. I asked what the next step was and they said that they needed 5-7 days to review and would contact me. I told them that while I had flood insurance, I was not going to renew it when it expired on XX/XX/XXXX and I wanted to make sure everything was in place so that they would not force place insurance. They did not contact me. 
Let me interject and explain that I know how this process works in banking. I XXXX XXXX XXXX XXXX XXXX XXXX  foXXXX XXXX  years and I am clearly familiar with flood insurance requirements. So, I have been very proactive in this entire process. 
So, I called the customer service number that I was provided on XX/XX/XXXX on XX/XX/XXXX, and was told not to worry that they would review my information and contact me. 
The next week I received a notice from PNC that I did not renew my flood policy and that unless I proved proof of coverage, they would force place coverage. 
I again went to the XXXX branch and talked with XXXX, she confirmed that they had sent the information but she refaxed it on XX/XX/XXXX and sent me confirmation of that. We again talked with the flood insurance department at PNC, XXXX and I together, and again was told I needed to do nothing until they reviewed the information and contacted me. 
A few days later I received another letter from PNC stating that my flood insurance had expired and I had 45 days to provide evidence of coverage or they would force place. Again, I went to the XXXX branch on XX/XX/XXXX. XXXX and I again talked with the flood insurance folks at PNC and they did acknowledge having the flood certification in hand, but again said they would contact me in XXXX days. I was very specific with them in asking what I needed to do to insure that they would not just automatically force place flood insurance, and they said, " XXXX XXXX, there is nothing you need to do, we need to complete our process and if there is a problem, we will contact you. '' That is the last communication I had with anyone at PNC and I assumed that things were fine. 
Then, on XX/XX/XXXX, I received a forced placed flood insurance policy from PNC along with notice that they would charge my loan {$XXXX0} for the premium. 
I again went to the bank in XXXX and talked this time with XXXX XXXX. We contacted the flood insurance folks. They informed me today, almost XXXX days after I first sent them the flood certification, that it needed additional review by XXXX and I need to get that done. It was all about what I needed to do now, nothing about what I have been trying to get done for the last XXXX days. There was simply no listening on their end, they kept repeating, that I just need to contact XXXX. They said they sent me notification but I did not receive it. 
I would have done whatever was needed in the past 90 days to avoid this. It almost seems as if they drew it out intentionally to force place the insurance. I don't really think that is the case, I think the ball was dropped by PNC on the review process multiple times. Now the onus is on me and I have a forced placed flood insurance premium which is more than twice what I was paying, and I paid the surveyor {$XXXX} to avoid this entire process.

Company response to consumer: Closed with explanation