Top Mortgage Questions
Why did my payment change?
An increase or decrease in your payment may be a result of an increase or decrease in your property taxes and / or insurance premiums and may result in an escrow shortage or surplus. An increase or decrease in your taxes may be due to a property reassessment, a change in the tax rate, a change in an exemption or a special assessment.
Can PNC Mortgage provide me with information concerning why there were changes in my tax payments, special assessments, or insurance premiums?
PNC can assist you with information pertaining to your mortgage. However, we do not have access to information regarding why your taxes, insurance or special assessments have changed. Please contact your local tax office or your insurance agent for further assistance.
What should I do if I receive a tax bill?
In most cases, if you have an escrow account for taxes and the bill is for the current taxes due, we will obtain the tax bills from the tax collector. If you have an escrow account for taxes and the tax bill is for delinquent taxes due, please call us via 800-822-5626. If it is necessary to send a copy of your tax bill to us, we will request it prior to the due date. The mailing address is:
Attn: Tax Department
P.O. Box 1804
Dayton, OH 45401-1804
Please note, for customers in the states of PA, CA, VA, MD, NJ, ID, IA, ME, and CT: Supplemental, interim and/or special/additional assessment tax is not escrowed. You are responsible for paying these bills. In addition, if you do not have a tax escrow account, you will need to pay the bill prior to the due date.
What should I do if I receive a Private Mortgage Insurance (PMI) renewal notice and a bill requesting payment?
If you have an escrow account for insurance, please forward a copy of your bill to:
PNC Bank, N.A.
P.O. Box 7433
Springfield, OH 45501
If you do not have an insurance escrow account, you will need to pay the bill prior to the due date.
How can I delete PMI?
Single family dwelling mortgage loans secured by a primary residence and closed after July 29, 1999 are covered under the Homeowner’s Protection Act of 1998 (HOPA). The Act gives customers the right to request PMI deletion once the Loan to Value (LTV) ratio reaches 80%. This will automatically terminate once its scheduled to reach 78%.
If there is a shortage in my escrow account, what should I do?
You may pay the shortage in your escrow account using the coupon attached to your escrow analysis statement. Upon receipt of the escrow payment shortage, we will adjust your payment to reflect the lower payment amount. If you choose not to pay the shortage, the shortage will be divided by 12 and spread over the next 12 months payments, interest free. In either case, your mortgage payment will be adjusted to reflect the new amount. If you currently use a coupon book for remitting your payment, a new coupon book will be sent to you within 15 days of the original escrow analysis. However, if you’re interested in setting up auto-pay options to avoid writing a check and paying postage, it’s easy. Sign on to PNC Mortgage Online and enroll in Electronic Funds Transfer to ensure timely monthly payments.
My payment is deducted from my checking account each month; if my payment changed do I need to do anything to adjust the payment amount currently being deducted?
If your payment is deducted from your checking account each month, and you are enrolled in an Electronic Funds Transfer Program (EFT) or the Bi-Weekly Payment Program, the new payment amount will automatically be deducted from your account.
If you established your monthly payment to be automatically paid via your bank’s online bill pay system, you would need to modify the monthly payment amount.
Payments & Collections
Due Dates & Late Fees
When are my payments due?
Most mortgage loans are due on the 1st of each month. You may refer to your loan closing documentation, first payment letter, mortgage statement or coupon book to confirm your payment date.
How much time should I allow for my payment to reach PNC Mortgage?
It is a good idea to allow 7 to 10 days for receipt of payment, particularly during holidays when mail volumes are heavy.
If my payment is due on the 1st and I have a 15-day grace period, when would a late charge be assessed?
PNC has different grace periods, but the majority of loans are assessed a late charge on the night of the 16th. Late fees vary in accordance with the mortgage note.
Can I pay online?
Yes, we offer an array of options for making your mortgage payment online. With our free automatic payment program, Electronic Funds Transfer (EFT), you can automate your monthly mortgage payments and avoid writing checks and paying for postage each month. Once you get set up with EFT, your mortgage payment is automatically paid each month on the same day.
We also offer SpeedPay, an efficient online payment tool that gives you flexibility for making your payments. Keep in mind, there may be fees associated with submitting your payment via SpeedPay. Learn more about SpeedPay
How do I use SpeedPay?
To make a one time payment with SpeedPay, log in using your loan number and the last 4 digits of your Social Security number, and submit your payment.
How do I sign up for Electronic Funds Transfer (EFT)?
To sign up for our EFT program, simply, go to PNC Mortgage Online. Once you log-in to your account, click Electronic Funds Transfer and complete and submit the enrollment form online. It’s fast and easy to enroll.
EFT set up generally takes 5 to 7 business days. Therefore, please continue to make your payments until you receive written confirmation of your enrollment from PNC Mortgage. You will also find an EFT enrollment form in the Important Forms and Documents section or within your coupon booklet that you can complete and mail to us.
What is the Bi-Weekly Draft Program?
The PNC Mortgage Bi-Weekly Draft Program helps you pay off your loan faster and reduce interest payments. You’ll make ½ of a monthly payment every 2 weeks, for a total of 13 monthly payments per year – instead of 12. Plus, this “extra” payment will automatically be applied to your principal balance, reducing the total interest you will pay on your mortgage. The funds from your first ½ payment each month will be held in a non-interest bearing account, and will be applied once a full monthly payment is received.
To learn more about our bi-weekly draft program, visit our Important Forms & Documents section for more details and an enrollment form.
May I make my payment with a credit card?
No. Your monthly payment must be drafted from a checking or savings account, or mailed to us.
Will you accept less than the total amount due?
Rather than making a partial payment, please call 1-800-523-8654 to speak to a Customer Service Representative about your options. We may have a program available to you that permits a period of forbearance.
What does it mean to re-amortize a mortgage loan?
Amortization is the schedule for repayment of the loan. At inception, the amortization, or schedule, is set. Re-amortization is when at some point during the repayment, the schedule of payments is changed.
Can I pay additional money towards my principal and have my loan re-amortized to reduce my monthly payments?
Some loans qualify for a Principal Reduction Modification. PNC Mortgage will allow you to pay a minimum of $10,000 towards your principal and re-amortize your loan, which will reduce your monthly principal and interest payment. To find out if this option is available to you, please call one of our Customer Service Representatives at 1-800-822-5626, or mail your request to:
P.O. Box 1820
Dayton, OH 45401-8807
If I make an additional principal payment to my loan after my monthly mortgage payment has been paid, how will the funds be applied to my mortgage?
The funds will be applied to principal as long as you write "Principal Only" on the memo line of the check along with your loan number. You will need to send the check to the address on your payment coupon/billing statement. Note, we will not be able to process the principal payment if your current month’s payment has not been received, your loan is delinquent, or if you have outstanding late fees.
My spouse is obligated to make the mortgage payments under our Divorce Agreement. Am I still liable?
If you signed the Note and Mortgage, you are still liable for the payments. A divorce agreement does not alter your obligation to make payments.
If I deeded my interest in the property to my spouse or someone else, does this remove my liability?
No. Deeding your interest in the property to someone else only means that you no longer own the home. You are still obligated to make payments, as stated in your Note and Mortgage.
My loan servicing was recently transferred to PNC Mortgage from my previous servicer. How do I make my monthly payment?
For your convenience, PNC Mortgage offers a variety of methods for making your monthly mortgage payments in addition to the coupon book you’ll be receiving. To learn more about your payment options, visit our dedicated Making Payments page.
I have misplaced or not received my coupon book yet. Do I still need to make a payment?
Yes, you must still make your payment. If you do not have a payment coupon, please write your account number on your check and mail your payment to:
Attn: Payment Services
P.O. Box 1820 Dayton, OH 45401-1820
If I am closing on my house, or have requested a Payoff Statement, do I still need to make my payment this month?
Yes. It is important that you continue to submit your monthly payment as you normally would. If your payment is submitted using our Electronic Funds Transfer (EFT) program, it is important to notify us as least 10 days in advance of the next scheduled EFT payment date so your EFT can be canceled. Should the payment be deducted from your bank account after your loan is paid in full, we will return it to you within two weeks.
Adjustable Rate Mortgages (ARM)
What is an Adjustable Rate Mortgage?
An Adjustable Rate Mortgage (ARM) is a loan with an interest rate that periodically adjusts to reflect current market rates. The amounts and times of adjustment are agreed upon in a document called an Adjustable Rate Note, which is signed by the borrower.
What is a Balloon Loan?
A balloon loan is usually a five or seven-year loan with monthly payments that won’t pay off the loan in full before the maturity date. The remaining balance is called the balloon payment, and must be paid in full at the end of the loan term.
How is my new interest rate determined?
Most Adjustable Rate Mortgages require that an index is reviewed on a specific date to determine a rate. A margin is then added to the index rate, and the result is rounded to determine the new interest rate for your loan.
Why did my interest rate go up but my payment go down?
If you have paid extra money in addition to your regular payment, your principal balance will be lowered ahead of the normal amortization. At your interest rate change cycle, we will determine your new payment amount by using your current principal balance, new interest rate and remaining term. If you have paid enough extra money, it is possible to lower your payment even if your interest rate increases.
If I have a large escrow shortage, what are my options if I can’t make the larger payment?
You may pay the escrow shortage (required funds deficit in-full with one lump sum payment, or we can spread the shortage over a 12-month period. If the shortage causes a financial hardship and you feel that you cannot afford the large payment, please contact Customer Service via 800-822-5626 to discuss options available to you.
Why did I receive an overage check?
An overage check can be a result of your insurance premiums and/or taxes being less than we expected to pay. Your escrow analysis statement will show how the overage was calculated. Federal law requires us to return the surplus of funds to you.
Can I return my overage check and deposit it back into my escrow account?
Yes. To do this, please return the overage check to us with specific instructions on how you wish the funds to be applied. This should be mailed to:
Attn: Payment Services
PO Box 1820 Dayton, OH 45401-1820
Why did I receive a check from an overage in my escrow account and then my monthly payment increased?
Your escrow disbursements for the coming year are projected by using last year's actual escrow disbursements. If your projected escrow overage is $50.00 or more, Federal law requires us to refund the overage even though there may be a payment increase.
Why did my payment increase?
Your monthly payment will increase or decrease with any change to your taxes and/or insurance. Your taxing authority and insurance company/agent will notify us when they make any type of change. This change will ultimately affect your monthly payment. Contact your local taxing authority or insurance company/agent for details concerning changes to your annual bills.
What is a loan assumption?
An assumption is a transaction in which a person takes over responsibility for a loan exactly as it is. The terms, interest rate, principal balance and monthly payments do not change, and the monthly payments are made without lapse.
Do all types of homes qualify for an assumption?
We cannot process an assumption on homes that are Manufactured, Mobile, or Modular. Please contact a local PNC Mortgage office in your area for assistance in transferring these types of property.
Does the buyer have to qualify for an assumption? If so, how long will that take?
Most assumable loans require qualification. We will run a credit report on the buyer and verify their employment and income. This process takes about 4-6 weeks.
Who do I contact about a loan assumption?
For specific information concerning a loan assumption, including fees associated with assumptions, please call us via 800-822-5626. Or, if you wish, you can send us a letter with the details of the assumption request. Please include the loan number, all parties' names, addresses and telephone numbers and, if applicable, the relationship of the person assuming the loan and mail your letter to:
PO Box 1820
Dayton OH 45410-1820
If the person assuming the loan has agreed to give you any money for the property, please let us know approximately how much it will be. If they are not giving you any money let us know that also. Have all parties involved sign the letter.
When we receive the letter we will review your records and if the loan can be assumed, we will send the buyer an application package with all instructions included. If the loan cannot be assumed, we will notify you accordingly.
Do I have to carry insurance on my home?
Yes. The terms of your Mortgage require that you maintain homeowner’s insurance on your property for an amount equal to 100% of the replacement cost of your property. Please keep in mind that this is a safeguard to protect both of our interests in the property should any damage occur.
Can I change insurance companies?
Yes. You can choose whatever insurance company you want as long as it maintains either a "B" or better general policyholder's rating, or a "6" or better financial rating as published in the A. M. Best Company's Insurance Reports. Just be sure to notify us of the change. Please write your loan number on your new policy, which may be faxed to 937-324-7101 or mailed to:
PNC Bank, N.A.,
ISAOA ATIMA, P.O. Box 7433
Springfield, OH 45501.
How can I verify when my insurance premium was last paid?
Verification of payment of your insurance premium can be obtained by viewing our Escrow Information web page. If we have not received an updated policy from your insurance company or agent, we will pay the premium based on the most current information we have on record. If you have an updated policy, you may fax this information to us at 937-324-7101. Please be sure your loan number is written on the policy.
What is Force-Placed or Lender-Placed Insurance?
When proof of sufficient insurance coverage has lapsed, been canceled or has not been received, PNC Mortgage will obtain coverage on your property through a selected insurance company. Force-placed insurance is almost always more expensive than insurance coverage you can purchase yourself, and it only covers the structure. Personal property is not covered. Again, this coverage is a safeguard to protect both your interest and PNC Mortgage's interest in the property should any damage or loss occur. Force-placed or lender-placed insurance is cancelled upon our receipt of proof of sufficient coverage.
To avoid Force-Placed insurance, please ensure you have proper and continuous insurance coverage on your property.
Can I cancel my Private Mortgage Insurance (PMI)?
Please visit our PMI Information web page. Not all loans are eligible for PMI cancellation. Loans that are eligible have specific guidelines that may change at any time.
What should I do with the insurance bill I have received?
Policy and renewal information should be faxed to 937-324-7101 or mailed to:
PNC Bank, N.A.
ISAOA ATIMA, P.O. Box 7433
Springfield, OH 45501.
**Please be sure to include your loan number on this information. **
Why did my insurance payment increase?
If your loan is escrowed for insurance, your monthly payment will increase and/or decrease with any change to your insurance premiums. Your insurance company notifies us when they make a change to the premium amount on your policy, which ultimately will affect your monthly payment. Please contact your insurance agent regarding the cost of your insurance premium. You can see the last insurance premium payment we disbursed by viewing our Escrow Information web page.
What do I do if I receive an insurance claim check?
In the event your insurance company has processed your claim and issued you a loss claim check, and your loan is due for the current month, contact Loss Claims via 855-657-5807 so we may determine the best way to process your check. You may mail your check to:
Attn: Payment Services
PO Box 1820
Dayton, Ohio 45401-1820.
If you have additional questions, call Loss Claims at 855-657-5807.
Do I have to carry Flood Insurance?
If your property lies within a FEMA defined Flood Zone "A" or "V", federal law requires you to maintain and provide proof of flood insurance coverage. If there are any changes in your flood zone, PNC Mortgage will notify you by mail.
I've been informed that I need a flood gap policy, why is that necessary?
PNC Mortgage has found that your flood insurance coverage is lower than the amount of coverage necessary to repair / replace your home in the event of a flood loss. PNC Mortgage requires your flood coverage to be equal to 100% of the replacement cost of your home or $250,000, whichever is less.
What do I do if I disagree with the amount of flood coverage that PNC Mortgage is requiring?
We encourage you to speak to your local insurance agent to verify that the coverage you currently have will completely cover the cost to rebuild/replace your home in the event of a flood loss. If your insurance agent can provide proof that your current coverage will replace your home, please have them send the written documentation to us for further review.
What if I don’t comply with the flood gap requirements and do not increase my coverage?
If we do not receive proof of adequate coverage from you when requested, we will be forced to secure an additional flood insurance policy on your loan at your expense.
What can I do to ensure that I have adequate flood gap coverage?
Contact your local insurance agent to verify your coverage meets the minimum required by PNC Mortgage. PNC Mortgage flood insurance requirements are the lesser of: 100% of the replacement cost of your dwelling/structure or $250,000, whichever is less.
- If your 100% replacement cost is $220,000, then your flood coverage would need to be $220,000 to be compliant.
- If your 100% replacement cost is $376,000, then your flood coverage would need to be $250,000 to be compliant.
- If your coverage is less than what is required, you would have a gap, and PNC Mortgage may place lender placed flood gap on your account if you do not increase your coverage.
My home has never flooded, why do I need additional flood coverage?
Being in a flood zone means there is always the risk that your property may experience flooding. In the unfortunate event that this would happen, the lender and the borrower must be prepared.
For questions relating to your homeowner's insurance contact:
PNC Mortgage Homeowners Insurance Processing Center
For questions relating to an insurance loss claim contact:
Loss Claims Customer Service
For questions relating to other insurance, such as Mortgage Insurance (PMI or MIP) or Optional Insurance contact:
PNC Mortgage Customers Call Center
If you have general mortgage questions contact:
PNC Mortgage Customers Call Center
Does PNC Mortgage hold the deed to my property?
No. You should have received a copy of the Deed after the closing on your loan when you purchased the property. The original Deed was sent for recording at the Recorder's Office of the county in which your property resides. The Deed should then have been returned to you. You may obtain a copy of the recorded Deed from your County Recorder's Office.
When will I receive the papers verifying my loan has been paid in full?
A paid in full Thank You letter is mailed the following business day after the loan payoff is posted to the account. Additional documentation will be mailed in accordance with state guidelines.
How long does it take to receive the remaining funds in my escrow account after my loan is paid in full?
A check will be issued within 20 business days from the date your loan is paid in full.
If I am closing on my house, or have requested a Payoff Statement, do I still need to make my payment this month?
Yes. It is important that you continue to submit your monthly payment as you normally would. If your payment is submitted using our Electronic Funds Transfer program, notify us at least 10 days in advance of the next scheduled draft so your EFT can be canceled. Should the payment be deducted from your bank account after your loan is paid in full, we will return it to you within two weeks. You may also go to PNC Mortgage Online to log-in to your secured account and cancel your existing EFT payment.
How do I contact the Payoff Department?
To request a payoff statement, please fill out the short request form by clicking here. You may also speak with one of our Payoff Representatives by calling 877-729-6337.
Principal Reduction Options
Is it possible to lower my monthly mortgage payment after applying a large sum of money to the principal of my loan?
If applicable, a Principal Reduction Modification can be executed within 12 months from the time a borrower applies a lump sum of $10,000 or more to the principal balance of their loan. The interest rate and term of the loan will remain the same. The loan is re-amortized or 'recast' based on the lower balance. The loan must have investor approval before this transaction can be completed. Most private investors will not allow a modification to the loan.
Is my loan eligible for a Principal Reduction Modification?
To find out if your loan is eligible, call us at 1-800-822-5626 and ask for our Special Loans Department. Please note, your loan must be at least 6 months old to be considered for a Modification.
How do I initiate a Principal Reduction Modification?
A letter of request must be submitted stating that you would like to have your monthly payment re-amortized. The letter and the fee should be mailed to:
Attn: Special Loans/Modifications
P.O. Box 1820
Dayton OH 45401-1820
The lump sum principal payment is usually included, but can be made at any PNC Bank, if preferred. Once the principal balance has been reduced, a Loan Modification Agreement is prepared and sent to you for your signature. Once we receive the signed document, we update our database with your new payment amount, and send you a new payment coupon.
Is there a fee involved in doing a Principal Reduction Modification?
The standard fee for a Principal Reduction Modification is $250, which is subject to change. The fee must be submitted up front, and is non-refundable.
To find out if your loan is eligible for a Principal Reduction Modification, call us via 800-822-5626 and ask for our Special Loans Department. Please note, your loan must be at least 6 months old before being considered for a Modification.
When does my lower payment go into effect after the Principal Reduction Modification has been completed?
There is a six to eight week processing time before the new payment becomes effective. However, you will have the benefit of paying less interest immediately, so any payments made after the principal has been reduced and before the new payment amount becomes effective are applied to the principal balance of your loan.
Why did I receive a bill from my taxing authority when PNC Mortgage is supposed to pay the bill for me?
More than likely, this bill is an assessment or supplemental bill. Some taxing authorities will send this type of bill because an additional amount is due that was not assessed at the beginning of the current tax cycle. You may wish to contact your local taxing authority for clarification.
What should I do with the tax bill I received?
If your loan is not escrowed for tax payment through PNC Mortgage, you should pay the amount due to the taxing authority listed on your bill. If your loan is escrowed and the tax bill you received has not been paid, please write your loan number on the bill and fax it directly to our Tax Department via 855-295-7866, or mail to:
Attn: Tax Department
P.O. Box 1804
Dayton, OH 45401-1804
When were my taxes last paid?
You can view a breakdown of the taxes paid by visiting our Escrow Information web page. If a tax bill has not yet been disbursed, we may not have received an updated bill from your taxing authority. Your tax bill may be faxed to us via 855-295-7866. Please be sure to write your loan number on your tax bill. If you require further research into the matter, please call us with your specific questions and we will be happy to assist you.
Why did my taxes escrow collection change?
There are several reasons your taxes could change. Your property could have increased in value, your jurisdiction could have raised the tax rate due to budget demands, and there could be additional or increased levies. PNC Mortgage pays the amount shown due on the current year's tax bill. Please contact your taxing authority for further information.
I sold this property. What should I do with the tax bill?
You can either forward it to the new homeowner or immediately contact the appropriate taxing authority to inform them of the change.
I am the new owner of this property. Why am I being billed for the entire year?
Property taxes are assessed against the property, not the person. Taxing authorities generally do not pro-rate taxes between new and prior owners. However, during the closing of a typical real estate transaction, tax amounts are pro-rated between buyer and seller. You may confirm this by reviewing your closing statement.
What is a Homeowner Tax Area?
Some states contain special tax areas called homeowner areas. In a homeowner tax area, PNC Mortgage cannot receive tax information from the taxing authority, nor are we allowed to access the tax records without the homeowner's permission. If the loan is escrowed for taxes, the borrower must provide the tax bill to PNC Mortgage or give authorization to the taxing authority to release the tax information to us. If your property is located in Kentucky or Pennsylvania, it is likely you are located in a Homeowner Tax Area. PLEASE NOTE: Your tax bill should be sent to:
Attention: Tax Department
PO Box 1804
Dayton, OH 45401-1804
PNC Mortgage will send a Homeowner Tax Area instruction letter to you approximately 45 days prior to your tax bill due date. Please be sure to watch your mail for these important instructions concerning your real estate taxes.
I had a construction loan converted to a permanent loan. Will I get one or two year-end statements?
You will receive two statements: one from PNC Bank for the construction loan, and one from PNC Mortgage for the permanent loan.
Why is the interest amount on my 1098 statement higher this year than last year?
Your interest amount fluctuates according to the number of payments made during the reported year. Review your yearly payment history to verify the number of payments made. (To get a comparison, count the number of payments made during the previous two years).
Why are 'Late Charges Paid' included in my 'Total Interest paid' amount?
In IRS Publication 936 of the IRS Home Mortgage Interest Deduction Guidelines, the IRS has stated that PNC Mortgage, as a servicing agent, must include late charges paid as interest paid.
Can the total interest amount be split between two or more people?
Yes, it can. Please refer to the back of the 1098 Form for the applicable IRS Regulation. For example, if you and your brother and sister are all on the loan, you can split the difference. However, PNC Mortgage is required by the IRS to report ONE name and ONE Social Security number only. Therefore, the primary customer must provide this information to the other parties on the loan.
Credit Bureau Reporting
Does PNC Mortgage report my loan to the credit bureaus?
Yes. PNC Mortgage is committed to providing fair, complete, and accurate information to the consumer reporting agencies (CRAs) for all consumer mortgage loan accounts. We furnish information directly to the following national CRAs: Equifax, Experian, Innovis, and TransUnion.
How does credit bureau reporting work?
PNC Mortgage submits up-to-date information to the CRAs on a monthly basis for all consumer mortgage loan accounts. We provide the CRAs with details regarding the customers on the account (names, addresses, Social Security Numbers, etc.), account information (loan type, term duration, original amount, etc.), and loan activity (status, payment history, balance, etc.). This occurs for all open and actively serviced accounts, although certain conditions (such as discharged bankruptcy) may require special handling.
I was charged a late fee – will this be reported on my credit?
For the purposes of credit bureau reporting, an account is considered contractually delinquent if it is thirty (30) or more days past its due date. If your full monthly payment is received prior to PNC’s reporting date, the late payment under the terms of your loan agreement will not be reflected on your credit report. See Payments & Collections for more information on due dates and late fees.
My former spouse is obligated to make the mortgage payments under the terms of our Divorce Decree/Agreement. Why does the loan still appear on my credit?
A divorce agreement does not terminate the contractual obligation you entered into before your divorce. If you signed the Note for the loan, you are still considered liable for the payments. As a result, you will still be reported as a mortgagor on the account until the loan is refinanced or paid in full.
If I deeded my interest in the property to my spouse or someone else, why does the loan still appear on my credit?
Deeding your interest in the property to someone else means that you no longer own the home/property, but it does not terminate your contractual obligation for the debt. If you signed the Note for the loan, you are considered liable for the payments unless the loan is paid off, refinanced or fully assumed by someone else.
Can PNC remove negative information as a courtesy?
Fair, accurate, and complete credit bureau reporting is crucial to the financial services and consumer lending industries. Although we understand that extenuating circumstances may affect your ability to make timely payments, we are obligated to furnish complete and accurate information to the CRAs. We cannot amend or remove any information unless the information is inaccurate.
How long will my loan appear on my credit report?
The Fair Credit Reporting Act (FCRA) allows account information to appear on a credit report for a maximum of seven years. The dates used to calculate this time period vary according to the condition of the account, and certain matters, such as bankruptcy, may remain on your credit report for ten years. The CRAs themselves are responsible for purging old account information from their records.
How do I dispute information that PNC Mortgage has furnished to the credit bureaus?
If you wish to dispute specific information furnished to the credit bureaus regarding your mortgage loan, please send a written investigation request to:
P.O. Box 8703
Dayton, OH 45401-8703
Please note that this address is specifically designated for correspondence related to credit bureau reporting.
What should I include with my written investigation request?
When you submit a written investigation request to the address stated above, we ask that you provide us with as much information as possible so we can identify the correct account and complete a thorough investigation of your concerns. Please include the following information:
- Your full name, Social Security Number, date of birth, and current mailing address
- Your loan’s full account number and associated property address
- Details about the specific information you are disputing
- An explanation of the basis for your dispute or request (why you consider the credit bureau reporting to be incomplete or inaccurate)
- Supporting documentation that can substantiate the basis for your dispute (i.e., a copy of your credit report, past correspondence, payment records, etc.)
- Names of any consumer reporting agencies (credit bureaus) that are involved
What happens after I submit a written investigation request?
Provided that your correspondence contains sufficient information, we will conduct a thorough investigation as to the accuracy and completeness of your loan’s credit bureau reporting. If we determine that an update or correction is necessary, we will provide the CRAs with the information necessary to make your loan’s credit bureau reporting complete and accurate. If we determine that the information previously furnished to the CRAs by PNC Mortgage is already complete and accurate, we will be unable to adjust it. If your correspondence does not provide sufficient information (see the previous FAQ above), or if your correspondence does not pertain to the accuracy of information furnished to the CRAs by PNC Mortgage, we may be unable to complete an investigation. In any case, we will provide you with the results of our review in writing.
How long will the investigation take?
We will complete our investigation and send a written response to you within thirty (30) calendar days of receiving your request, which is the time frame allowed by the Fair Credit Reporting Act (FCRA). We understand that issues pertaining to your credit report may be urgent and critical, so we strive to resolve investigations in a reasonable and timely manner.
Where can I find information about service member eligibility and benefits?
The Servicemembers Civil Relief Act (SCRA) provides financial relief and protections to eligible servicemembers and their dependents. PNC is grateful for your service and we would like to help you understand your benefits and protections under SCRA as well as other similar benefits that PNC may be able to provide to you.
To find out more, please contact us at:
PNC Bank / Servicemembers Operations Center, BR-YB58-01-U / PO Box 5570 / Cleveland OH 44101-0570