Consumer complaint received 2020-12-18
Company: BBVA FINANCIAL CORPORATION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I like to reopen the complain # XXXX Take some time to found the evidence Here is the evidence and my respond to the bank Good morning : I appreciate your prompt response.

Unfortunately I differ from you 1- The second attempt to request the removal of the PMI began on XX/XX/XXXX with a call to request the sheet for the request for removal of the PMI and a copy of the appraisal I can not send you evidence of the call since it is more than a year old and it does not appear in the report in the XXXX XXXX XXXX cell phone company. 

2- The next call was on XX/XX/XXXX where the removal request form and a copy of the appraisal were requested again Please see attached the copy of the XXXX XXXX XXXX call report for the month of XXXX with the date of the call 3- giving you enough time to arrive, I will return and call ... you indicate that it was only on XX/XX/XXXX which you refer to in your reply. They called each other 4 times that month. See a copy of the cell phone report. This time I waited Exactly 3 months without reply from the month of XXXX and another 3 months and 16 days pass ... when a friend informs me about CFPB and I do the complain on XX/XX/XXXX and that is when I receive his reply on XX/XX/XXXX. We are talking that the information requested in XX/XX/XXXX was received in XX/XX/XXXX a year later. 

Bank Contact Dates : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX 3 times XX/XX/XXXX XX/XX/XXXX ( CFPB Complaint ) XX/XX/XXXX The bank 's inresponsibility and neglect is more than clear when you confirm that there was a service from a call to customer service on XX/XX/XXXX, but it is not until I complain at CFPB that I receive the documents on XX/XX/XXXX. 

Documents included : Attached is a copy of a statement indicating the total owed in XXXX that is less than the amount required by BBVA APPRAISAL XXXX X XXXX = {$240000.00} I include a copy of the XXXX XXXX XXXX cell phone report indicating the XXXX / XXXX calls and I am looking for the XX/XX/XXXX cell phone bill to show you that it was also called last year. 

A copy of the tracking of the package containing the signed request for the removal of the PMI and a copy of the assessment made by the bank was included. The package was delivered on XX/XX/XXXX comments In the appraisal process, the bank was completely independent and it did not provide me with a list of appraisers approved by the bank for me to choose one, but instead they sent an arbitrary appraiser who did the appraisal and I necessarily had to accept the appraisal price out of XXXX. 

Now I have been in the process of eliminating the PMI for a year and I have been treated with indifference and with a long view to delay the process and the bank receives a payment that is not fair and is under the terms of the bank. 

As a responsible customer who has not paid in arrears nor has availed himself of any payment arrangement for the covit 19 I hereby request the return of the payments made to PMI monthly from the moment the goal of XXXX was met. I have worked with this request for more than 24 months. We do not want the escrow account to be deposited, if not the return of the money that was paid from our sweat from work from day to day. 

I consider that 12 months is enough time to resolve this situation, I am not asking for preferential treatment, I am asking for fair treatment based on the terms and conditions of my contract with the bank.

Company response to consumer: Closed with explanation