Consumer complaint received 2021-07-15
Company: PMR Progressive, LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have 4 mortgages with PMR Loans. On XX/XX/XXXX I requested for removal of PRIVATE MORTGAGE INSURANCE with PMR Loans Servicing Dept. 
On XXXX, I was asked to call back and speak to a live person. 
I spoke to a live person, and they sent me a form to fill out to process the request. I filled out the form and sent it back. I followed up on XX/XX/XXXX and I was told that my request was denied because my house did not qualify for the removal. I insisted to have them dig deeper into the account and they had made an error by putting my request on a different loan. Once that was fixed, they cashed my check and scheduled appraisal. Appraisal happened on XX/XX/XXXX. I followed up after 3 weeks and I was told that the PMI has been removed. I then asked for a copy of my appraisal. After 2 hours I received the application for PMI removal that was sent by me a month ago. I called PMR again and they said appraisal has not been received. I sent an email asking for a clarification on why I was sent my application for PMI removal when I requested for copy of my appraisal. I got no response. I then kept calling to know the status and from one rep to another, the story kept changing from PMI has been removed to PMI has not been removed. I finally got a change to speak to the supervisor at PMI. He said that based on XXXX XXXX guidelines I am supposed to get my report by XX/XX/XXXX. The date kept getting extended to XX/XX/XXXX and then XX/XX/XXXX. I finally got a review date of XXXX, and on XX/XX/XXXX nothing happened. I then called PMR actual lending office that had got me the loan. I sent them history of emails and 25 calls made. He looked into it and said that someone with the name XXXX will be getting back to me. XXXX called and apologized and said that he will look into this. He said that the appraiser has turned silent, and a new appraisal will be ordered at no cost. I expressed to him that if this had happened in a timely way, I would not have paid the PMI of {$450.00} which I am now forced to pay. He assured to me that this money will be refunded back to me. I offered to pay additional appraisal fees if this could speed up the process. They politely said that they will take care of this. On XX/XX/XXXX an appraisal company called and gave me an appraisal date of XX/XX/XXXX. This means I will be paying another month of PMI OF {$450.00}, money that I should not have to pay. I kept following up with XXXX and also requested the appraisal company to give me a earlier date. The appraisal company has not responded back. I then called XXXX and he asked me to send him copy of appraiser 's email. I sent the email to him. On XXXX when I spoke to XXXX he requested for 48 hours to get me a resolution. I waited and when I did not receive any phone call, I called XXXX on XX/XX/XXXX and he said that a XXXX has been ordered. I told him that no one has reached out to me to schedule the same. He promised that some one will call within 2 hours and take care of that. On XX/XX/XXXX I got a call back from PMR call center saying they were calling me because I requested a call back!. I told them that I did not request any call back, I was requesting for a XXXX  date and the agent said that she will pass this on to her supervisor. 
Its been another day waiting on a call back to schedule a XXXX. Now I feel as a consumer, I have no right or say once I sign loan document. The lenders servicer has been taking me for granted and twisting my arm and demanding money from me even though my property based on XXXX XXXX guidelines qualifies for PMI removal. I also feel that lenders and their servicing companies can do whatever they want and get away with it. At this point I have made over 50 phone calls, several text messages, several emails and the end result is still zero. 
People I have reached out to : PMR LENDING- CUSTOMER CARE- ( XXXX ) XXXX, XXXX PMR LENDING- XXXX- XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Untimely response