Consumer complaint received 2024-12-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: PNC Bank N.A.
State: CA

Complaint narrative:
There are multiple companies involved, including : 1. XXXX XXXX ( original mortgage lender, who initiated the original loan and escrow ) 2. XXXX XXXX ( insurance broker ) 3. PNC Bank ( current mortgage company ; XXXX sold my loan to PNC ) 4. XXXX- the insurance company that has owned all the loans for the home at XXXX XXXX XXXX -- those that I've paid, and also those that my mortgage company has paid. 

I am trying to resolve the overpayment and continued double payment of concurrent policies on my home at XXXX XXXX XXXX, XXXX, California XXXX since XX/XX/XXXXXXXX  when my homeowners insurance lapsed. One policy has been placed by my mortgage company via escrow. One policy has been started by me due to the failure of my mortgage company ( originally XXXX XXXX, now PNC bank to pay from escrow ). 

I have notified both institutions that I have been paying homeowners insurance and continue to be paying that amount through escrow. Because of this mismanagement, I wish to end any and all escrow as soon as possible and be refunded the full amount of the overpayment. 

Here 's a timeline : ORIGINAL POLICY ( XXXX XXXX via XXXX ) XX/XX/XXXX - Original policy ( XXXX ) bound by XXXX  Agency Owner XXXX XXXX through XXXX XXXX XXXX XX/XX/XXXX - Home closing with XXXX XXXX ; {$910.00} paid into escrow for insurance XX/XX/XXXX - Supplemental bill of {$64.00} sent to XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX - Original policy cancelled for non-payment XX/XX/XXXX - I discover insurance had lapsed XX/XX/XXXX - I notify XXXX XXXX about the insurance situation XXXX XXXX XXXX  ( XXXX  XXXX XXXX XXXX XXXX XX/XX/XXXX - Policy XXXX written with XXXX XXXX  ( {$950.00} premium paid via credit card ) XX/XX/XXXXXXXX XXXX XXXX First renewal ( XXXX ) with {$1200.00} premium XX/XX/XXXX - Refund of {$100.00} issued by XXXX Insurance to your credit card for overpayment ( Reported by XXXX, I am still verifying the receipt of this payment ) MORTGAGE TRANSFER PERIOD XX/XX/XXXX - Loan transferred to PNC Bank XX/XX/XXXX - PNC Bank makes escrow disbursement of {$1300.00} for homeowners insurance XX/XX/XXXX - Second renewal ( XXXX ) with {$1300.00} premium paid via credit card XX/XX/XXXX - Two refunds issued by XXXX Insurance to your credit card ( {$110.00} and {$110.00} ) for overpayment ( Reported by XXXX, I am still verifying the receipt of this payment ) CURRENT PERIOD XX/XX/XXXX - Third renewal ( XXXX ) with {$1800.00} premium XX/XX/XXXX - PNC Bank makes escrow disbursement of {$1300.00} for homeowners insurance XXXX XXXX- I contact PNC Bank about double payments XX/XX/XXXX- I provide insurance documentation to PNC Bank and contact XXXX XXXX XX/XX/XXXX - Latest escrow XXXX XX/XX/XXXX- PNC Bank sends letter about escrow removal process Late XXXX XXXX  XXXX - I send letter back to PNC requesting escrow removal Late XXXX - I am contacted by a local PNC branch to resolve, but referred to another branch. 
XX/XX/XXXX- I have resubmitted the requested letter a second time. 

FORMAL CORRESPONDENCE XX/XX/XXXX - California Department of Insurance sends opening letter regarding complaint file number XXXX XX/XX/XXXX - XXXX XXXX XXXXXXXX sends response letter reporting : XXXX term : All payments made via credit card XXXX term : One credit card payment and one escrow check received ; {$100.00} refund issued on XX/XX/XXXX XXXX term : Two credit card payments and one escrow check received ; two refunds ( {$110.00} & {$110.00} ) issued on XX/XX/XXXX ( I'm still verifying these amounts ) XXXX term : All payments made by credit card so far ; no overpayments to date Notes that PNC Bank has been trying to obtain policy information but can not due to not being listed on the account XX/XX/XXXX - Goosehead Insurance Agency sends response letter confirming : Original policy XXXX XXXX XXXX was bound on XX/XX/XXXX Original policy cancelled for non-payment on XX/XX/XXXX Second policy ( XXXX ) written on XX/XX/XXXX with credit card billing Goosehead was not informed of mortgage transfer until XX/XX/XXXX XXXX can not provide refunds as they are not the ultimate recipient of premiums

Company response to consumer: Closed with explanation