That’s why with any bank, I will start off nice and polite, then work into being a tool if I get the runaround, then it goes to paper.
We had a PMI on our first mortgage that dropped off on request when you hit 20% equity and it was either 25 or 50 basis points on the interest rate. Wells bought the paper, and when we hit 20% and my wife called, the guy laughed at her and said “he’d like to have a mortgage like that”.
I called and gave them a “WTF ***hole??? I’m looking at the contract right in front of me!” and they were all “oh, we’ll get right on it!” A few months go by. I fire up the MS Word and put on my “I know my s*** cap” and write a detailed letter stating the contract facts and how they’re going to take PMI off, and to boot they’re going to pay for the appraisal and credit me the payment differences for the months they jacked me around.
It was off in time for our next payment and the appraisal was free and I got those differences credited. Once you start putting things in writing and sending it registered mail, stuff gets done!
...Or, you could do what I did when Countrywide “lost” a mortgage payment (which they had cashed and wrongly applied to someone else’s account..they admitted it every time I called but would never “fix” it). This went on for months with them promising to correct it on one end, while threatening me for being behind in my payments on the other.
I finally called our State Bank Examiner, who wrote the President of Countrywide a letter. I have no idea what it said, but I got a call from the asst. to the President of Countrywide within days. They were VERY rude to me and made it clear that they did “not appreciate” my having involved the “State” in this matter...but I had letter in my hands within hours of that phone call apologizing for their misapplication of my payment; along with proof that they had sent correction letters to the credit reporting agencies (CC’d to the Bank Examiner).
I spent over 6 months and countless hours trying to get them to rectify THEIR mistake before having to bring in the big guns...and they got mad at ME....Idiots.