Consumer complaint received 2018-07-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: PNC Bank N.A.
State: FL

Complaint narrative:
This is FIFTH complaint since PNC Mortgage does not seem to understand the unfair and illegal practices. My mortgage was bought by PNC from another company. Since that time it is been my worst nightmare. I have paid all payments on time through auto pay with my bank. Since the time of purchasing this home, it has required complete renovation due to the condition of the home when purchased. Because of this need, my loan was set up such that it required PMI. With PMI comes the escrow requirement. After allowing my insurance to lapse because they did not communicate with the insurance company during the hurricane, it took my footwork, etc to correct the problem. Since that incident, my insurance will no longer be paid through the escrow. A document was sent on XX/XX/XXXX indicating PNC will no longer pay the insurance. In addition, requested having the PMI and escrow removed. PNC insists because of the 80/20 rule they can not remove the PMI and escrow. Because of their insistence, I ordered an appraisal costing over {$400.00}. It was provided to PNC proving the value was significantly higher and therefore PMI and escrow should be removed. Now they are saying despite them holding me land locked, now they will order an appraisal but I will be required to pay {$500.00}. They will not accept the appraisal which already proves the issue yet would not order one until I paid to prove they were incorrect. With all that, they are saying I owe higher payments for escrow despite insurance will no longer be paid, taxes went down because home is now homestead and value was proven higher. PNC actually owes my money back due to excess escrow for insurance. This is a shortened version, this does not include the lost payments, unable to take " partial '' payments so good luck paying off a loan early with any variance to your payments. PNC should be investigated including governmental audits. The second complaint resulted in PNC contact calling me and asking for return call with best times to call. After three attempts and no return call at requested time ( which were during business hours ) the complaint was closed. the employee should be terminated. Response from the third complaint resulted in a call which I returned and then they once again did not return the call. Now I am receiving notices that they are using money from escrow to cover regular payments, however, the issue has been they say I owe more to cover escrow. My regular payments should not change. In addition per the attached, my homeowners is being paid on my own ... see page 6..ESCROW NO. In addition to me paying my own insurance, taxes dropped. If  they would listen and calculate the escrow based on facts that insurance being paid on my own, taxes decreased due to homestead and prove of increased value, PMI should be removed and no escrow should exist. In addition, they state they had to pay for the appraisal, however, the fact is they charge the consumer and I was able to negotiate under the {$500.00} PNC charges. 


PNC should consider hiring employees with math skills so lets do some math : Mortgage Payment ( Principal and Interest ) : XXXX County Taxes ( XXXX ) : XXXX Insurance ( XXXX ) : XXXX ( Being paid by mortga Mortgage Insurance : XXXX Total Payment : XXXX ( however should be less insurance - XXXX XXXX ) Now they are saying mortgage payment is short and borrowing from escrow, which they claim is short, to apply to what they claim is unpaid mortgage amount??? I am forwarding this issue beyond this agency as they do not seem to resolve this issue and PNC does not communicate. This should have be escalated. Legal involvement is now unavoidable.

Company response to consumer: Closed with explanation