Consumer complaint received 2026-01-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: PNC Bank N.A.
State: AZ

Complaint narrative:
PNC Bank wired money out of my escrow account incorrectly, admitted this mistake and confirmed I had no role in it, and now will not return my money. I am missing nearly {$2000.00} that PNC Bank has misplaced. Full details below : I have a mortgage through PNC Bank. I was previously covered for home insurance through XXXX ( XXXX or so ), and instead of renewing with XXXX, XXXX switched to XXXX XXXX taking effect XX/XX/XXXX. XXXX  renewal premium ( which I did NOT proceed with, but it comes up late ) was {$2000.00}. The XXXX XXXX XXXX ( which I DID proceed with ) is {$970.00}. 

On XX/XX/XXXX, I visited a PNC branch in person ( XXXX XXXX XXXX XXXX, XXXX, XXXX  XXXX ) to provide documents showing my new home owners insurance policy with XXXX XXXX. I requested that they confirm the documents had been received and that they would NOT be paying XXXX the renewal premium, and instead would only pay XXXX XXXX. The banker stated they had no control but called PNC Banks XXXX XXXX on my behalf. they spoke on the phone for several minutes and the person on the phone confirmed they received the new documents from XXXX XXXX, and confirmed that they would NOT pay XXXX the renewal premium. The following week, I called and confirmed my cancellation of policy with XXXX. 

On XX/XX/XXXX, I received a letter from PNC Bank stating they paid the premium to XXXX, and that I would be responsible for getting a refund of this and deposit it back into my escrow account. I then called PNC Bank, to figure out why they did this when they confirmed to me they would not. That's when I discovered the problem I am submitting this complaint about. 

On XX/XX/XXXX, PNC Bank paid {$1900.00} in an insurance payment. This amount was neither the XXXX renewal premium ( which should not have been paid, as I cancelled XXXX ) nor was it the XXXX XXXX premium for my new policy. PNC Bank believes this was sent to XXXX, even though this is a random number and not the renewal premium. 

Then, on XX/XX/XXXX, PNC Bank paid {$2000.00} in another insurance payment. This amount was the XXXX XXXX premium, which I had already provided documentation to PNC that they should NOT pay. PNC Bank believes this was sent to XXXX XXXX, even though this was the renewal amount I cancelled with XXXX. When I spoke to XXXX XXXX, they did NOT receive these funds. 

Then, on XX/XX/XXXX, when I was on the phone with PNC bank, they realized they never paid my premium to XXXX XXXX of {$970.00}, so sent that payment to XXXX XXXX. 

I received a refund check in the mail from XXXX for the {$2000.00}, as the policy was never renewed. I deposited this check back into my escrow account. 

I have called PNC bank repeatedly, and gotten different information each time. They claim to have filed tickets to track where the money went, to get my money back, etc. They noted and confirmed that this was their fault and mistake, that they do NOT know where the money went, and that this is no fault of my own. They also committed to resolving this quickly and providing call backs. They provided only 1 call back of the many they promised, never connected me with a manager, never found where the money went, and never gave me my money back. 

In summary, PNC Bank has lost {$1900.00} of my money, can not find it, and will not give me it back. They had admitted this was their fault.

Company response to consumer: Closed with explanation