Consumer complaint received 2026-05-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: PNC Bank N.A.
State: HI

Complaint narrative:
I am submitting this complaint regarding repeated servicing failures by involving my mortgage escrow account and force-placed insurance notices. Despite maintaining escrow with PNC specifically for the purpose of timely payment of insurance premiums, PNC failed to properly process payments for my wind/hurricane insurance coverage, resulting in cancellation of my policy, repeated threats of force-placed insurance, and significant time, stress, and financial burden on me as the homeowner. I have maintained my mortgage with PNC for several years. My escrow account is intended to ensure that required insurance premiums are paid timely and accurately. However, beginning in XX/XX/XXXX, PNC repeatedly mishandled my wind/hurricane insurance payments and documentation. In XX/XX/XXXX, I received notice from PNC stating that force-placed wind/hurricane insurance would be placed on my property because proof of coverage had not been provided. I immediately contacted PNC and was informed that although PNC had paid my standard homeowners insurance premium, they failed to pay the separate wind/hurricane insurance premium through escrow, which expired on XX/XX/XXXX. PNC acknowledged the error, apologized, and assured me that payment would be promptly issued. In XX/XX/XXXX, I received another notice from PNC stating that I still did not have wind/hurricane coverage and that force-placed insurance would be applied. I then contacted my insurance XXXX directly and was informed that because PNC failed to make payment within the required grace period after the policy expired on XX/XX/XXXX, the policy could no longer be reinstated. The late payment that PNC eventually attempted to make was rejected and refunded. I again contacted PNC and was told they would work directly with my insurance XXXX to resolve the matter. After repeated discussions and assurances, I received no meaningful follow-up or resolution. In XX/XX/XXXX, I received yet another notice from PNC claiming that I still lacked wind/hurricane coverage. At that point, due entirely to PNCs failure to timely disburse escrow funds, I was forced to secure entirely new coverage through XXXX at additional inconvenience and expense. The declaration page for the new policy clearly showing both homeowners and wind/hurricane coverage was provided to PNC. Despite this, in XX/XX/XXXX, I received another notice threatening force-placed insurance coverage. I escalated the matter again with PNC and was told that no documentation had been received from XXXX. I was then forced to spend additional time going back and forth between XXXX, PNC customer service representatives, and PNCs document submission systems attempting to determine why PNC continued to claim there was no coverage. Most recently, I again had to provide the exact same declaration page to PNC proving that my property has proper homeowners and wind/hurricane insurance coverage in place. This situation reflects repeated servicing failures by PNC, including : Failure to timely disburse escrow funds for required insurance coverage ; Failure to properly track and process insurance documentation ; Repeated inaccurate force-placed insurance notices ; Failure to provide accurate information or meaningful resolution despite multiple escalations ; Creating risk that unnecessary force-placed insurance premiums could be improperly charged to my account ; Causing unnecessary stress, wasted time, and disruption to me as the borrower. I am requesting that CFPB require PNC to : Conduct a full review of my mortgage escrow and insurance servicing history ; Confirm in writing that my homeowners and wind/hurricane insurance coverage is properly recorded and accepted ; Confirm that no force-placed insurance will be applied to my account ; Reimburse or credit any improper fees, costs, or charges associated with this matter ; Provide an explanation as to why escrow funds were not timely disbursed and why documentation repeatedly failed to be processed correctly ; Ensure corrective action is taken to prevent further servicing errors on my account. I have spent months attempting to resolve an issue that originated from PNCs own servicing failures, and I should not continue to bear the burden of repeatedly correcting errors involving insurance coverage that should have been properly managed through escrow from the beginning.

Company response to consumer: Closed with explanation