Fifth Third Bank / 53.com review: Mortgage

I refinanced with 5/3 around 2012. I had PMI on my account because they would not update the value of my house (their value 99K but has risen to now 360K). My issue is that, years ago I had inquired with 5/3 about the removal of PMI. I was told by an associate that I would have to get/pay for an appraisal and put together a market research package for them or wait until I had paid 80% and it would just fall off. I was doing interior work at the time so I chose to wait to the 80%. We are at the 80% mark and I call since it hadn't "fallen off". They tell me that if someone told me that, it was in error, they would have to access my contract to see what it said. THAT TOOK A WEEK FOR THEM. Additionally, I was told at this point that all I had to do was write them an email saying that I wanted them to remove PMI. I feel like I've been paying this all this time due to false information by them.