Consumer complaint received 2020-11-13
Company: WELLS FARGO & COMPANY
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I submitted a complaint on XX/XX/XXXX # XXXX in reference to cancelation of of Borrower-paid mortgage insurance based on the original value. The Servicer ( Wells Fargo XXXX, did respond and the PMI was cancelled. However, I requested to be refunded for the period of time that my loan was at a 65 % loan to value to the current 55 % loan to value which I believe was sometime in XXXX and certainly can pull my records to be exact month if need be. I requested back when my loan was at a 65 % loan to value and they gave me the same bogus letter telling me I needed to get an appraisal based on the current value which is not true based on XXXX XXXX Guidelines. When I received the same letter this year that is what pushed me to do some research and fill out a complaint on this website. My previous complaint included The XXXX XXXX XXXX Guideline and I believe that is why they finally removed the monthly premium. Wells Fargo response stated due to the investor guide change a valuation is no longer required when loan is 65 % LTV or below. They stated that no refund is due as your mortgage did not qualify for PMI deletion prior to XX/XX/XXXX. I attached the letter that I received this year and if I just ignored it again because I didn't want to pay for an appraisal, they still would be collecting MI. On their end what changed as I called XXXX XXXX and according to the person I spoke with nothing has changed with MI for many years when it comes to cancelation. There was nothing supplied to prove that something changed the previous month other than I had to pursue getting the removal with the assistance of CFPB. I believe if I pursued this matter back in XXXX with the CFPB the insurance would have been dropped back then and I would not have paid all those monthly premiums. Therefore, I believe a refund is due and I feel as if I was taken advantage of. My Deed of Trust clearly states that any agreement will not affect the right I the borrower has with respect to the Mortgage Insurance under the Homeowners Protection Act of XXXX. I wonder how many people are out there that have not pursued this matter and are paying unnecessary fees? I tried reaching out to the person that CFPB said responded to the complaint with Wells Fargo about getting refunded. I left a message Thursday and then again today. NO call back. CFPB gave me another number to call XXXX. After pressing the correct number and being put on hold with music a recording came on stating a number that does not support voicemail and received a dial tone. That is why I am sending in another complaint. With reference to the statement your mortgage did not qualify for PMI deletion prior to XX/XX/XXXX. Just to clarify the position my loan is in. I am at 55 % LTV and I have never been late or missed a payment and I am passed the midpoint of the loan. If I did not pursue my previous complaint it would have been fine for this servicer to continue to collect this premium and that is just not right to take advantage of a consumer that way. 
Thank you for your time.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation