Consumer complaint received 2019-05-14
Company: HUNTINGTON NATIONAL BANK, THE
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Below is the events happening with Bank for last one year!! 

1. XX/XX/XXXX : Based on the PMI guidelines published by the Huntington Bank ( Mortgage Company ), I paid {$17000.00} on XX/XX/XXXX. I qualify all the condition mentioned. 
2. XX/XX/XXXX : I called the bank and asked about next step and Operator asked me to write a letter to bank and fax the same as per instructions provided to me. 
3. XX/XX/XXXX : I faxed everything as per instructions, report is attached 4. XX/XX/XXXX to XX/XX/XXXX : I made several calls to them and told its processing and normally take 60 days. They also share some more forms to complete, which I did and I also told them I am going out of country on XX/XX/XXXX so dont have access to letters, Operator assure adjustments will be reflected on line automaticaly. 
5 XX/XX/XXXX : I left to XXXX, Ticket attached. 
6. XX/XX/XXXX : I made next payment on-time. 
7. XX/XX/XXXX : I had to change my return flight as I got query from US immigration and could not travel back due to non stamping of VISA. - Change Details attached. 
8. XX/XX/XXXX : 60 Days timeline of process was complete, I havent heard anything from bank. I tried contacting bank several time but no luck from XXXX. I saw my online bank account no change in my Statement neither no updates or messages or email. 
9. XX/XX/XXXX : I landed back in US and contacted the bank, I was told everything is fine and should be getting updates, and told sorry for the delay. However I also realized my XXXX payment is delayed due to lack of assurance from the bank and delay in service. 
10. XX/XX/XXXX : I paid both the payments and called the bank for late payment waiver and cited the reason for delay. They were ok with that. Now onwards till XXXX I gave several calls to the PMI department of the bank and received no response. 
11. XX/XX/XXXX : I was assured will get decision by XX/XX/XXXX. XX/XX/XXXX : I was asked to deposit {$150.00} to request home evaluation, I provided the details 13. XX/XX/XXXX : Bank send letter of denial Citing a reason as in point 9, That I missed one payment : ( With this detailed time line and story, I have been misguided by bank and they were not able to meet the following commitment. 
1. Bank were not able to close the case in 60 days neither cited any reason. 
2. Bank Misguided me that adjustments will be reflected in account any time soon and stated different time lines. 
3. Bank took very silly excuse at the end which is not justified neither challenge any of my attention or ability to pay back the loan. 
4. Bank services are very poor as their is no direct access to PMI department. 

With this experience I have lost my waiver I was qualifying to, means had paid {$290.00} every month even after completion of my 80 % LTV, Has lost faith in the system, Took overhead burden of something I dont deserve for. 

Here after I kept paying the regular installment and also paid extra principle amount reach 78 % LTV, Where I qualify for the PMI waver. 

XX/XX/XXXX : I raised fresh request to cancel my PMI, Bank again came with rejection over the phone siting same old reason.

Company response to consumer: Closed with explanation