Consumer complaint received 2019-03-06
Company: WELLS FARGO & COMPANY
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I sent my mortgage company, Wells Fargo, a letter on XX/XX/XXXX, requesting that they cancel my PMI. 

I received the first communication from Wells Fargo regarding my letter on XX/XX/XXXX. I received 5 letters from Wells Fargo with the options I had to cancel my PMI. 

Of the options that they provided, I chose to have a Broker 's Price Opinion ( BPO ). On XX/XX/XXXX, I sent the completed form and {$200.00} check required to schedule the BPO by Wells Fargo 's vendor, XXXX XXXX. 

The BPO was scheduled for XX/XX/XXXX by XXXX XXXX, a representative of XXXX XXXX. Mr. XXXX completed his evaluation as scheduled. During his inspection of our property, we let Mr. XXXX know that we had two independent appraisals of our property that had been completed within the last 6 months. Mr. XXXX requested that we send him one of the appraisals. He indicated that the company he works for ( XXXX XXXX ) would independently verify the report before it could be used as part of the BPO. I sent the report to Mr. XXXX on XX/XX/XXXX. He responded to my e-mail communication on XX/XX/XXXX at XXXX and said " Talked to XXXX XXXX, no problem using the appraisal report. '' We had not received any communication from Wells Fargo following the BPO. I contacted them on XX/XX/XXXX at XXXX. I spoke with XXXX in the Executive Office. He stated that a man named XXXX was assigned to our case and he was not available. He said that the notes indicate that the BPO was not acceptable and we needed to have another one completed. He said that the due date for the case was XX/XX/XXXX. He was going to e-mail XXXX and let him know that he needed to call me back by the end of the day. He gave me XXXX 's direct contact information. I had not hear from XXXX, so on XX/XX/XXXX at XXXX I left a voicemail for him. Still nothing from XXXX, so I left him another message on XX/XX/XXXX at XXXX. I also called back in an effort to get in touch with someone that could help me. I spoke with XXXX at XXXX on XX/XX/XXXX. XXXX said that she was going to send a message to XXXX and his supervisor. She further indicated that if I did not hear back from XXXX, or his supervisor, to call her back and she would help. I received a call from XXXX at XXXX on XX/XX/XXXX. I returned his call at XXXX on XX/XX/XXXX. He said that their vendor had not provided them information that they require, and therefore, we need a new XXXX. I let XXXX know that we were not doing another XXXX. I told him that it was clear that they were stalling. I asked for his supervisors information so that I could talk with someone that could help me. He insisted that everyone in his office would tell me the same thing, and that if I opted to get an attorney, that I would still be required to get a new XXXX. 

We have done everything that Wells Fargo asked us to, and did so in a timely manner in an effort to cancel our PMI. The law requires them to cancel PMI following our meeting the requirements, and we feel that they need to do that timely. Please help! 

XXXX & XXXX XXXX

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 non-monetary relief