Follow your policies and procedures, take the emotions out of it. 

(It's spelled out very clearly in my policies and procedures.)

This helps you get your procedures and style down for communicating with sellers.

I'm interested to hear how you guys and gals conduct your closing procedures.

If you knew about it and allowed it, then have your manager start proper procedures for eviction immediately, take it as an expensive lesson and hope you get some relief in court, however unlikely.   

I'm in the process of revising how we document changes in household make-up and clarifying our policies and procedures about that.

Two totally different buying procedures involved.

The answer is that it depends on a few factors:Type of loanHow long you've held the loanIf you've paid on timeHere are some good articles from The Mortgage Professor on this topic:Cancelling Private Mortgage Insurance (1)Cancelling Private Mortgage Insurance (2)This article contains the procedure for putting in a "qualified written request" with your servicer so you're not getting the run-around with people over the phone:Is There Recourse Against Bad Mortgage Servicing?

And abrasive as it may be to you...that's just common sense to most.I'm in emergency medicine...after paying for your health insurance....how would you like your doctor to get halfway through a procedure only to say....uh sorry that'll be another $xxxxx to show you how we finish this heart transplant...or is that his right too?

And what states this procedure is very long and expensive ???