XXXX XXXX, 2016 CitiMortgage Consumer Financial Protection Bureau I have been working with CitiMortgage for the past seven months trying to remove PMI insurance ( {$120.00} per month ) from our home mortgage loan. I have followed all required instructions, including paying for the appraisal, using a company of their choice. The appraisal has multiple errors, and did not use fair comparables. I submitted in my Appraisal Appeal XXXX sold comparables and XXXX For Sale comparables that more fairly matched the exterior and interior features of our custom built home ; any of which would meet the LTV criteria in order to drop the PMI insurance. 
I have followed up with CitiMortgage over a dozen times to no avail. During my last conversation this week, I was told they do n't have record of my appeal! Exhausted and frustrated with their run-around, I am reaching out to a federal agency for assistance. 
Below are details of conversations : XX/XX/XXXX Requested specific details of how to request PMI to be cancelled from loan XX/XX/XXXX Submitted my request to cancel PMI XX/XX/XXXX Paid appraisal company thru XXXX {$380.00} XX/XX/XXXX Received appraisal details XX/XX/XXXX Contacted appraisal company directly. Per their representative, my dispute would need to be filed directly with CitiMortgage XX/XX/XXXX Received denial letter from CitiMortgage XX/XX/XXXX Contacted CitiMortgage requesting disputing rights appeal foam XX/XX/XXXX Called CitiMortgage ; never received dispute form. Requested email XX/XX/XXXX Per instructions, faxed completed Appraisal Appeal form ( XXXX pages ) XX/XX/XXXX Called CitiMortgage to confirm receipt of fax XX/XX/XXXX Called CitiMortgage for update on appeal request. Should receive letter in mail. 
XX/XX/XXXX Called CitiMortgage for update on appeal request. Told they will call me back XX/XX/XXXX XX/XX/XXXX Called CitiMortgage for update on appeal request. Told they will call back in 24-48 hour XX/XX/XXXX Open work order # XXXX XX/XX/XXXX Received standard letter about not qualifying for cancellation of PMI. Did not address Appraisal Appeal XX/XX/XXXX Call CitiMortgage to advise I will be filing a dispute with CFPB. Agent advised he could not find where I previously faxed my appeal. I confirmed the fax number that was used and stated on instruction letter. Agent asked that I re-fax to a new fax number. 
