Consumer complaint received 2019-06-18
Company: ASSOCIATED BANC-CORP
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I was divorced in XXXX of XXXX. I went through the process of having my ex-wife removed from the mortgage. I worked with an individual at one of the XXXX XXXX branches. In the process, she recommended that I petition to have my PMI removed. She said an appraisal would have to be done. I mentioned that I had an appraisal. My ex wife had one done during the divorce process to determine how much she was entitled to in equity. I also received a letter from the City of XXXX XXXX stating my property was valued at {$150000.00}. This was the same amount my ex-wife 's appraisal came back. The person at the bank said I would have to get an appraisal done by Associated Bank. I was not happy about this given that I already had two documents showing the value of the property. However I was willing to move forward. She said I had to send a letter asking to have my PMI removed. She said I would be contacted by Associated Bank about the appraisal. I never got any contact but did get a letter saying my request was denied. I called Associated Bank to complain and they said they would have someone contact me about the appraisal. It never happened. Shortly after that time, I got a letter from Associated Bank saying my address had been changed ( it had not ). I assumed this was my ex wife 's doing. I contacted Associated Bank to complain and they would not verify directly my ex wife was the reason for this address change. They tried to blame the post office saying the post office notified them I had moved. I of course had not. I contacted the post office and they said this never happened. When complaining to Associated Bank I again mentioned about the appraisal. Again I heard nothing. I had forgotten about this until recently. I switched homeowners insurance and Associated Bank had not received the info about my new company in a timeline that satisfied them. So I received a threatening letter stating they would buy homeowners insurance for me. I called to complain and I mentioned that I found it ironic they wouldn't follow through on the appraisal ( now a 7 month old request ) but they can threaten action. At that time they did acknowledge they had my new homeowners info. The gentleman on the phone said he would help start the appraisal process. A few day a letter stating I needed to submit a written request for the PMI to be removed. Keep in mind that I had already done this in XXXX of XXXX! I called to complain again today ( XX/XX/XXXX ) and was told by the same gentleman that I needed to submit a new request because my original request was denied because I " didn't pay for the appraisal. '' I had never been told I had to pay for the appraisal first. He claimed a letter was sent with those instructions. To my knowledge I never got that ( perhaps the whole address change issue ). I asked this be escalated and he told me his supervisor would contact me. He said the house needs to be appraised by an Associated Bank person and the value needs to be more than {$140000.00}. I again mentioned I have two documents that show a value of {$150000.00}. He said that has to be determined in house. I feel this is just a way to make more money. Had this been handled 7 months ago, my PMI would be gone and I would have saved over {$700.00}. It is clear Associated Bank is not communicating effectively. At this point, I feel the 2 documents I have should be allowed and I should not be forced to pay for the Associated Bank appraisal. I am asking this to be done. The appraisal be done either waving the fee or the documents I have be used.

Company response to consumer: Closed with explanation