I have been following up with Franklin American Mortgage company to remove my PMI. The process and customer service is pathetic. They won't accept the PMI Removal request thru phone. No online options. Only we have to send a mail to a given email address. I sent a mail on May 2019 No response. I called on 6/25 and customer care is requesting to send in a different format. Looks like they wanted drag as much as they can and pushing me to continue to pay the PMI. The are not following the Federal policy.