Isn't a mortgage company supposed to automatically remove PMI when LTV hits 78%?

Question Details: We purchased our house several years ago but didn't quite have 20% to put down. Over the course of time we have made extra payments and, when I last checked, our account said our LTV was 74.5%. I read online that PMI was supposed to be automatically removed at 78% but nothing of the sort has happened. I sent a message to them requesting that it be removed and that I would like to be reimbursed for the overage. They replied that I would get a letter with their decision. This was about 6 weeks ago with no response. I'm not sure what they would need to decide, since my understanding was that this was supposed to be automatically removed. Is this accurate or am I mistaken?

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