Almost * months of trying to get the PMI removed from mortgage payments still unresolved! Customer service is unprofessional and a nightmare to navigate

GetHuman-slradaba's Complaint issue with Citizens Bank from July 2019

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The issue in GetHuman-slradaba's own words
Have the PMI removed ... Sent in paperwork to have PMI removed from mortgage with Citizens One Home Loans back in March. After numerous phone calls where either no one knew what to do, was told no paperwork had been received, was told new paperwork was sent out yet I never received it, more calls where I was transferred and disconnected, and even tried to email them but the site kept timing out and erasing my email, so now I'm trying this! Ridiculous and infuriating!! Also charging me an overdraft on my escrow when THEY should owe ME money if the PMI had been removed in a timely fashion. I am getting the run around and paying **.** a month for PMI that should have been removed months ago. HELP!! All I want is the PMI removed, which we more than qualify for after * years of timely payments, complete remodeling and landscaping! I may just refinance with another bank after this nonsense. Thank You
Getting through to a human being is almost impossible. Then if I do, I am transferred and often cut off. The banks site to email customer service times out and erases my email every time I try to use it! I wrote a letter to Customer Service at Citizens One Home Loans as suggested and received no response.
Simply REMOVE THE PMI, and reconfigure the Annual Disbursements statement WITHOUT the monthly PMI charges! Simple. Easy. One would think
All of our mortgage payments are on autopay and have never once been late! We have excellent credit. There is no excuse for this ineptitude
Absolutely EVERYTHING, every avenue, phone calls, email, snail mail and screaming in outrageous frustration. Which did not work. Just located this site. Last resort before a lawyer or refinancing elsewhere. Can probably get a better rate now. Definitely better customer service!
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Citizens Bank

Mortgage.
Complaint issue
Reported by GetHuman-slradaba
Jul 31st, 2019 - 3 years ago
Not resolved
Seen by 33 customers so far
Similar issue to 679 others
0 customers following this

Timeline

GetHuman-slradaba started working on this issue
Jul 31st, 2019 5:58pm