Consumer complaint received 2015-08-19
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: UMPQUA HOLDINGS CORPORATION (OR)

Umpqua bank has created a process that prevents customers from removing PMI. They slow the process by requiring a letter be sent to a XXXX , however the contents of what needed to be contained in the letter are not available on the website, and the mortgage department we spoke with verbally provided inaccurate information. This not only slowed the process even further, but they claim they did not receive the XXXX inquiry. Upon the XXXX attempt I called Umpqua again. I received the same response when I the XXXX time as I did the XXXX, I requested a description of what information was required in the written PMI removal request. We are still waiting for that response. The left hand is telling the right hand to provide inaccurate information to slow or even prevent this process from happening. We have made significant upgrades to our home, and I am going to hire an independent appraiser as the reviews online only further my concern that Umpqua is purposely making this process difficult because it increases revenue and benefits them solely. We have yet to receive a response from Umpqua after over six months of attempting to remove the PMI on our account. 
Umpqua also did not pay our home insurance this year, upon receiving a cancellation letter from the insurer, we noticed Umpqua had not paid the bill from our escrow account. Upon reaching out to Umpqua, they had no information, and told us that was not possible. It took us several weeks to find the correct person to help us, and we are still waiting for many return calls we were promised, at the very least an explanation of where they went wrong is required. I ended up cutting a personal check to the insurer to ensure we did not lose our coverage, we worked directly with the insurer and we are still waiting for Umpqua to figure out what went wrong. This affected thousands of customers, but what happens when this happens to someone that did not have XXXX of dollars in reserve, because we are expecting the bank to at the very least to pay on time? It is hard to even be disappointed at this point, we have just come to expect shady business practices and terrible service from this institution. 

To Whom It May Concern, I XXXX XXXX XXXX called Umpqua on XXXX/XXXX/2015 XXXX PST and once prior to request the removal of PMI from our mortgage account. We have not received a response from our first letter. We want to schedule an appointment with an appraiser immediately. 
The individual that provided the instructions stated a letter was required, but no other information needed to be contained in this letter. We greatly hope the information provided by your institution is accurate as you have consistently provided inaccurate information in the past. We also reviewed feedback from other Umpqua customers outlining how you have taken advantage of them by forcing customers to use an Umpqua appraiser etc. You are making a lot of people unhappy, and they are not afraid to speak out, it seems you are not held in high esteem in the community. The service my family receives is consistent with these disappointing sentiments unfortunately. This process has only proven to be an antiquated one that provides XXXX benefit to the customer. 
We would like to be contacted as soon as this letter is received to review the next steps. 

XXXX XXXX and XXXX XXXX XXXX XXXX Oregon, XXXX