Consumer complaint received 2016-08-27
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CITIBANK, N.A. (CA)

In XXXX XXXX I contacted CitiMortgage to give me the requirements to remove my mortgage insurance. I received a letter from CitiMortgage on XXXX XXXX, XXXX, however, the information I was sent was not correct. The requirements I was given did not pertain to the state of California. I found this out recently in XXXX XXXX when I submitted a complaint through the CFPB asking for assistance to remove my mortgage insurance because CitiMortgage was requiring items that did not pertain to me to remove the mortgage insurance. As a result of my findings, CitiMortgage removed my mortgage insurance, however, it should have been removed in XXXX XXXX. The value of my home was {$630000.00} in XXXX. This was the value per the sales comparables in XXXX my area. My balance at this time was {$470.00}, XXXX. The requirement to to remove the PMI was that I needed to be at 75 % LTV. At this time I was actually at 74.5 % LTV. My mortgage insurance should have been removed at this time, but CitiMortgage did not remove it because the company was referring to the PMI requirements to remove PMI for other states, not for California. I contacted CitiMortgage on XXXX XXXX, XXXX asking for a refund of the PMI premiums I paid after the time my PMI should have been cancelled. I talked to XXXX, who is the person on the " Executive Research Team '' that is assigned to my case. I also asked XXXX to submit my request to CitiMortgage Executives to change the letter regarding PMI removal for customers in California because the letter CitiMortgage is currently sending to borrowers gives inaccurate and misleading information. XXXX told me he would contact me by XXXX/XXXX/XXXX. I did not receive a call from XXXX on XXXX/XXXX/XXXX therefore I called him on XXXX/XXXX/XXXX and left him a voicemail. I called once again on XXXX/XXXX/XXXX because I did not receive a call and I talked to XXXX. He told me the PMI Team was reviewing my case and he would call me back on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX I called him because I did not get a call and I left him a voicemail. I called him again on XXXX/XXXX/XXXX because I did not get a call back and left him another voicemail. Then on XXXX/XXXX/XXXX I called the customer service department at CitiMortgage to get in contact with XXXX 's manager. I talked to the customer service manager XXXX, ID # XXXX. He contacted the " Executive Research Team '' and he was told that the manager in the department was not available to talk with me. He was told to email th them and someone would call me right away. It is XXXX/XXXX/XXXX and I still have not received a call back from a manager at the Executive Research Team. I need the CFPB to help me get two things accomplished : I need to get a refund for PMI premiums that I paid from XXXX through XXXX which is the period after my PMI should have been taken off my account. My PMI pmt was {$350.00}. 
{$350.00} x XXXX {$2100.00}. This is the amount I should be refunded. 
The second item I am asking the CFPB to help me with is to make s sure CitiMortgage is sending the correct PMI removal requirements to borrowers in California. The letters that are being sent to borrowers do not have the correct information according to Civil Code Section 2954.7 and as a result borrowers are being misled. My account number is XXXX. Thank you for your assistance and I would appreciate it if this was taken care of expeditiously.