Consumer complaint received 2018-11-02
Company: Shellpoint Partners, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/18- I requested via fax to my mortgage company XXXX XXXX XXXX to have my primary mortgage insurance ( PMI ) removed from my home mortgage because I believe my house is worth {$400000.00}. Soon I got a letter in the mail that I needed to get an appraisal first and I would have to pay for it. 

XX/XX/18 - I paid for the appraisal. Also this appraiser was selected by XXXX XXXX XXXX. 

XX/XX/18 - House appraisal completed. 

XX/XX/18-I called XXXX XXXX XXXX to get an update about the house appraisal and was told it appraised at {$400000.00}. I was told by their customer service rep that I had to meet the " XXXX XXXX PMI removal requirements '' which meant that my LTV had to be less than 75 %, since my LTV ratio was not less than 75 % at this time, the PMI removal request would be denied. I clarified with XXXX  XXXX that if I was to pay more into my principal balance and got my LTV ratio below 75 %, what the steps would I then need to take to remove the PMI. I was told, that once I pay into my principal balance that I could just call to put in a new request to remove the PMI, and I made sure that my current appraisal that had just been completed would still be active and appropriate and that a new one did not have to be done. 

XX/XX/18 - I paid {$10000.00} towards my principal balance. So after this payment the balance was {$290000.00} and I requested via telephone to cancel my PMI since my LTV is below 75 % per XXXX XXXX PMI guidelines, my XXXX XXXX XXXX XXXXXXXX website, and their customer service rep with whom I spoke with on this day. This additional payment put my LTV ratio at 74.9 % which is below the 75 % requirement for XXXX XXXX loans to remove the primary mortgage insurance ( PMI ). I called to cancel the PMI & customer service said they put in the request. I was told by their customer service rep via telephone that on XX/XX/18 I would have an answer on the PMI removal request. 

XX/XX/18 - I called their customer service line and they said " its still due, but still pending. '' XX/XX/18 - I called again and their customer service said they have " no answer for the PMI request and thats its still pending. '' XX/XX/18 - I paid my mortgage bill for the month of XXXX which still included the PMI. 

XX/XX/18 - I called again, no answer for the PMI, " still processing '', I then requested to speak to a supervisor. I was told that a supervisor was not available at this time, and one will get back to me between 24-48hours. 

XX/XX/18 - their supervisor XXXX XXXX calls me back at XXXX and leaves me a voicemail. I was told to call him back at the customer service line. I called the number given to me as was told at XXXX, they said he was on another phone call right now would call me back that day, he never did. 

XX/XX/18 - My wife called the customer service line at XXXX to follow up with XXXX XXXX, and they told her that " he was on another call at the moment and would call us back today because he is doing call-backs '', my wife then asked if another supervisor was available and could be reached, no other supervisor was available. 
At XXXX, I called customer service to see if their supervisor XXXX XXXX was available. Same response, " he is on another call right now, and he will call you back. '' I have yet to speak to XXXX XXXX nor another supervisor. 

I have never had a late payment and have lived in my house for more than 3 years. I have sent a request via email to cancel my PMI immediately and have spoke to their customer service reps with respect and courtesy, almost everyday after XX/XX/18 to cancel my PMI or even just to get an update of what is going on. Their customer service to this day, has no updates, or is unable to answer any of my questions, nor have I spoke to a supervisor or someone that can help me resolve my issue. I have paid my mortgage for XX/XX/18 that includes the PMI that should of been removed.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation