Consumer complaint received 2024-11-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Private mortgage insurance (PMI)
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH

Complaint narrative:
Knowing that my two year mortgage anniversary was on XX/XX/XXXX, I began to request PMI cancellation in XXXX over the phone. Again in XXXX multiple times over the phone. In XXXX after XXXX phone calls I was finally directed to receive a snail mailed XXXX consent. I signed the consent form on the the day of receiving the XXXX XXXX in the mail ( XX/XX/year> ) and emailed to the email provided on the XXXX XXXX form on XX/XX/XXXX email to ( XXXX ). 

I called to check the status on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX I was told by the XXXX that I need to change my email to include the recipient XXXX. I did and still received no response. 

I emailed again on XX/XX/XXXX asking for a status update. 

On XX/XX/XXXX I finally received an update from the original email stating that XXXX did not receive the XXXX consent form attached to my email. This was done via XXXX private email client server. I responded again on the same day with the same information from my XX/XX/XXXX. 

I was again left in the dark and asked again on XX/XX/XXXX for an update. ( This was after calling XXXX XXXX and was told my originally PMI cancellation request date will be the date used to cancel PMI. The date they used for this was the date XXXX sent the XXXX request form through XXXX. ) On XX/XX/XXXX I requested an update and was again notified that they did not receive the XXXX XXXX and therefore could not order the XXXX to begin my request to cancel PMI. I emailed back again on the same day, but this time included the same attachments from my original email from XX/XX/XXXX, I emailed both XXXX email addresses, I sent a copy to my self from my outgoing email account and added a XXXX email address ( another personal account of mine ). The email and attachments went through to both of my email addresses. The attachments include the XXXX XXXX form, Updates done to the house, and an XXXX report which included comps from the neighborhood, and additional information just incase the XXXX was going to low ball the value. All of these attachments were include in my XX/XX/XXXX email. 

I received no response. I emailed on XX/XX/XXXX requesting an update and in my email begged that they would authorized the ordering of the XXXX. 

I received an email back on XX/XX/XXXX again stating that the did not received the attached documents. I replied with the documents again on the same day. 

On XX/XX/XXXX I again received a reply from XXXX stating that they did not received the consent form again through the secure XXXX server. I again sent the attachments again. And was left without a response. 

After 3 months of trying to cancel my PMI and beating my head against the wall and wondering if I was over communicating I decided to pause my request. 

After months of no response from XXXX I decided to try again. On XX/XX/XXXX, I sent my request on the original email thread from XX/XX/XXXX. On XX/XX/XXXX I received a response stating that THEY HAVE NO RECORD OF A REQUEST TO CANCEL. 

On XX/XX/XXXX, I sent screenshots of my original email and the original XXXX attachments. ( Which obviously contained the XXXX consent. ) On XX/XX/XXXX I received an email stating a BPO has been ordered. 

My complaint which I stated verbally and in writing throughout this process with XXXX is that they are intentionally " slow walking '' my XXXX request. This delay changed my PMI cancellation request from 80 % XXXX to 75 % XXXX. XXXX Mortgage 's actions have created a burden on myself and my family. I spent countless hours to do following up through emails and calling customer service. I did my due diligence and planned on cancelling with sufficient time with months in advance of my 2 year loan anniversary date. They could have emailed the XXXX consent form in early XXXX and I would not have needed to wait XXXX weeks to receive in the mail. It is my believe that XXXX intentionally creates barriers to adversely affect the consumer and do such things in an unethical manner. I have detailed email chains that demonstrate I emailed the documents to them. Remember on XX/XX/XXXX I was told they never received a request to cancel PMI... Well if I never requested the PMI cancellation how did I the XXXX XXXX form?

Company response to consumer: Closed with explanation