Consumer complaint received 2015-10-16
Company: JPMORGAN CHASE & CO.
State: SC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I have been paying PMI from the onset of a refi that was done back in XX/XX/XXXX even though I was told by the loan officer from the onset of the loan application that lets get the loan thru and then wait 2 -3 months and then apply to get the PMI removed. I questioned this due to the fact that the appraisal that was used for this loan was the original home purchase appraisal used for the purchase of the home in XX/XX/XXXX. I trusted the loan officer and waited 6 months to be exact. Once I contacted Chase they indicated that the appraisal that was used for the refi did not meet the criteria for the PMI to be removed they suggested that I request the PMI removal in writing and they would get the paper work going. I received the paperwork and gave them a copy of the home appraisal that was done within a years time that showed the Loan to value of the home was well within the limits of removing the PMI. However their criteria was that the appraisal had to be within a 6 month period and done by a " CHASE APPROVED APPRAISER '' I accepted their request, they sent the appraiser I spent my {$370.00} for the appraisal. I spoke to the appraiser and gave her the list of improvements that had been done to home with copy of receipts from the contractors. She said to me that this is the first time that she had done an appraisal on home of this size and that she would call a fellow worker if she had any difficulty. When I received the appraisal which was {$40000.00} less than the last appraiser 's. I immediately contacted Chase and went thru the XXXX minute wait time for reviewing of notes and new customer service rep, who told that they were sorry but all of the appraisals that are done are done by an outside service called XXXX and that any issues on the appraisals would have to be done thru them. I was given the information contacted them and they had requested several comps of the area indicating similar homes with similar upgrades. I sent a list of XXXX homes within a XXXX mile radius and they had indicated that the homes were to far away. I explained that we are in a rural area and that all appraisers have to go out of the norm to be able to get comps for this area and they would not accept it. I went back to Chase and let them know what had been done and was told that I should go ahead and pay for another appraisal and see where that lands us. I called an appraiser that was certified by Chase and had him come to our home paid another {$370.00} and received an appraisal that showed the loan to value was well within the criteria to eliminate the PMI. I notified Chase that I would like to get reimbursed for the previous PMI payments as my Chase loan officer had indicated would be done from the onset of the refi. I was then told by the Mortgage Customer service rep that the Appraiser was no longer a Chase certified appraiser and would have to get another appraiser. 
As you can see I am extremely frustrated with this situation and reaching out to you so other consumers will not have to go thru the same type of run around in the future. 
As of today I have paid out {$5800.00} in PMI and would like to get reimbursed for it as was initially indicated by the loan officer. 
Regards, XXXX XXXX

Company response to consumer: Closed with explanation