Consumer complaint received 2025-12-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: PNC Bank N.A.
State: FL

Complaint narrative:
" CFPB Complaint Mortgage Servicing / Insurance Proceeds Summary : I am submitting this complaint regarding my mortgage servicer, PNC, and its handling of insurance proceeds following a covered water loss. PNC received an insurance check in the amount of {$38000.00} but failed to image or post it and later advised that the check was missing. At PNCs direction, I requested a stop payment and reissue from the insurer, which caused significant delay. During this period, PNC released only a partial disbursement of {$1600.00}, leaving the majority of funds unavailable while repairs were actively underway. As a result, I was forced to make a [ {$7700.00} ] out-of-pocket payment to continue repairs, which led directly to late payments on existing obligations and increased credit utilization. The servicers error and delay caused measurable financial and scheduling harm. 
-- - Timeline of Events XX/XX/year> Insurance claim opened with XXXX following a covered water loss affecting approximately XXXX sq ft of the first floor. 
XXXX XX/XX/year> Insurance issued proceeds check for {$38000.00}, sent via overnight delivery to PNCs designated insurance-check processing address. 
XX/XX/year> PNC confirmed receipt of the overnight envelope at its designated insurance- check processing address. Other contents from the same envelope, including a smaller check and cover letter, were scanned and processed. 
XXXX XXXX  PNC advised that the {$38000.00} check could not be located and was sent to internal research. 
XXXX XXXX  At PNCs direction, I requested a stop payment and reissue from the insurer. 
Late XX/XX/year> PNC issued a partial disbursement of {$1600.00}, which I received approximately ten business days after PNC reported receipt of insurance proceeds. 
XX/XX/year> Reissued insurance check for {$38000.00} delivered to PNC. 
Inspection scheduled Property inspection scheduled while funds remained largely unavailable. 
-- - Financial and Operational Harm '' " - Because insurance proceeds were unavailable during active repairs, I was required to pay {$7700.00} out-of-pocket to my contractor in order to proceed. This payment would not have been necessary absent the servicers delay. 
- As a direct result of using personal funds to cover repair costs, late payments occurred on my mortgage, a renovation loan, and credit card accounts, along with increased credit utilization. 
- Final trades ( painting and cleaning ) were scheduled for XX/XX/year>, but this work was postponed because additional payment was required and insurance proceeds remained unavailable. 
- Prior to the loss and delay, the property was scheduled to return to a market-ready condition by XX/XX/XXXX. Due to the postponement of final work and required re-staging after repairs, the earliest possible market-ready date has shifted to approximately XX/XX/XXXX. 
-- - Property Status ( Context ) At the time of loss, the property was owner-occupied on an intermittent basis while being actively prepared for sale. I stayed in the home approximately one week per month to work on the property. The affected room contained my personal furniture, not staged furnishings, because the staging contract did not permit daily use or habitation of staged furniture.

Company response to consumer: Closed with explanation