Consumer complaint received 2019-04-26
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: JPMORGAN CHASE & CO. (NY)

Our conventional mortgage was originated in XX/XX/XXXX which included a PMI payment. On XX/XX/XXXX a request was put in by myself to our Mortgage specialist, XXXX XXXX, to apply for an appraisal to remove the PMI. XXXX corresponded back asking if I believe the house was worth {$330000.00} which was the amount home needed to appraise for in order to remove the PMI. I responded yes and to move forward with the request. 
We received that paperwork from chase a few days later completed along with a {$490.00} check for the appraisal. The appraisal was preformed on XX/XX/XXXX and I followed up with XXXX to see if he had heard anything about the appraisal. XXXX responded back that the house had appraised for {$340000.00} and the PMI was to be removed. He elaborated that we were to receive a letter soon stating the PMI has been removed but to make normal mortgage payments until we receive that letter. 
We received a letter on XXXX starting the PMI cancellation was denied do to the appraisal not meeting the requirements. The letter then elaborated the necessary requirements in order to do so which I understood. 
I placed an initial call to Chase mortgage on XXXX and discussed the events that had occurred and questions why an employee who services mortgages stated the PMI was to be removed then we receive a denial letter. The representative understood my grievance and ask I fax the emails in to the escalation team. I would hear back from them once it was reviewed. I called back a week later to follow up in which I was told they had a log of me calling but no further information on file and the emails were never received. I stated my story again and I was told a member of the escalation team would give me a call in the next 2-3 days. I never heard from a team member and received another letter from Chase ( same letter as the initial denial letter ) stating they would not remove the PMI which leads me to understand they received the emails. 
I called back Chase on XX/XX/XXXX which I stated I wanted to speak to a member of the escalation team to discuss the emails. I was transferred to a woman named XXXX which I discussed my case with in which she said to fax her the emails directly and she would discuss them would her manager and give me a call within 48 hours. I never received a call. 
I placed another call to chase the following week stating my case and saying in never received a call. The representative explained more information about the denial but I repeatedly told her I understand why I was denied but wanted to discuss the emails in which the Chase employee stated that the PMI would be removed. She said she would put another request in for the escalation team to call me, I never received a call. 
My final phone call was on XXXX which I discussed the circumstances of my case with a representative and told the individual I would like to speak to a " decision maker '' today in which I was told that was not possible but she would put in a request for someone to reach out to me in the next 2 days. I  explained that this was the final call before I take legal action and file a complaint. I never received a call.