Consumer complaint received 2019-05-29
Company: LoanCare, LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
After 24 months of on-time mortgage payments I requested an appraisal on my home in order to get the mortgage PMI removed. Initially, I was given an incorrect email by the agent at My Loan Care. When I followed up with the company I was told that my only option was to fax a letter to the PMI department and that the previous My Loan Care worker was wrong. 
I faxed the letter to My Loan Care and put in the letter that I was requesting an appraisal and the my request be expedited due to their staff providing false information. After a few days I called My Loan Care to follow up on my request. I was told the PMI removal request had been denied because I didn't have the correct loan to value ratio. They said I has to submit a request for an appraisal. I told the call agent that I had included a request for the appraisal in the the letter I had already faxed. The agent agreed to take payment over the phone. 

On XX/XX/2019 the Appraiser performed his assessment. He told me that he would send his report to My Loan Care by XX/XX/2019. The week of the XX/XX/XXXX I tried numerous times to get assistance from My Loan Care.I spoke with someone who told me that they would submit my request for a copy of the appraisal and that my PMI review would be processed XX/XX/2019. However, I never received a copy of my appraisal or notification of the PMI review. My calls to the center since this request have been in vain. When the call menu offers an option to call me back when it's my turn in the queue I never receive a call back. In another instance, I waited on hold to speak a call worker for 52 minutes and then she transferred me to the wrong department and had to start over in the queue. Another time, I waited for over 30 minutes only to talk to a call worker who put me on hold so long that the call disconnected. 
After searching the My Loan Care website I found a link to request my appraisal documents. I submitted the request XX/XX/19 and still have not received my documents. I have email confirmation of this request. I have also made earlier attempts to contact the company via the " Contact Us '' link on their website, but this option does not provide email confirmation. I can see that the house 's new appraisal value has been added to my account so I know the company has the appraisal documents. I believe this company is not only unable to deliver timely, informed service, but they are willfully postponing the removal of the PMI from my mortgage so that they can make as much profit as possible. I also believe that I am entitled to a copy of my home 's appraisal report and since I paid for the appraisal I should be sent a copy immediately. My home has appraised for more than enough to have 20 % equity and I have waited the required 24 months to file for PMI removal. This company is not following their own rules.

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