Consumer complaint received 2021-04-02
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
In XX/XX/XXXX I began the process of refinancing my home with Fifth Third Bank. All along I have checked in on the status because of the length of time and was assured that everyone was very busy but there were no problems and the refi was moving along. In XXXX, nearly 6 months later I was informed because of the lady bird deed on my house, the refi could not be done unless it was on file with the county that my home had been deeded out of my trust ( not just signing paperwork but on file with the county which takes another 10 weeks XXXX, then I would need to begin the 6 month refi process again. 
They had the title for 5 months and no one reviewed this while I was told when I checked on status there were no problems. On XX/XX/XXXX when i was informed of the above problem with my deed, I began the process of refinancing with another bank. I was able to lock in at XXXX instead of XXXX interest rate and it finalized on XX/XX/XXXX, a total of approximately 3 weeks. While I can accept that banks have different guidelines, it is unreasonable for Fifth Third to notify me after having my deed for nearly 5 months that they could not complete my refinance without me filing my ladybird with the county and starting the refinance process all over again and waiting 6 more months! 
I tried to stay loyal to the bank that had my existing mortgage and unfortunately it cost me not only 1 % interest rate but the {$390.00} appraisal fee that they refuse to refund. I did not think a refund of the {$390.00} appraisal fee paid on XX/XX/XXXX via my debit card was unreasonable for services that could not be performed. Below is an outline of the attempts I have made to resolve this matter. I also have saved my email correspondence should you need it. 
XXXX XXXX-Began refinance with Fifth Third Bank XXXX-informed title would need to be changed, filed with county and after approved refi begin again. 
XXXX XXXX was to forward my request for appraisal refund to management. No one from bank contacted me. 
XXXXSent email to several members of Fifth Third Bank what happened above and the manager XXXX XXXX replied she would forward to mortgage dept. No one from bank contacted me. 
XXXXStopped in bank and saw XXXX XXXX. She was apologetic and sent another email to the mortgage department regarding the refund. No one from the bank contacted me. 
XXXXI sent another email to XXXX XXXX asking for update. I heard back from a XXXX XXXX or XXXX XXXX in the mortgage department that said I was not approved for the {$390.00} appraisal fee refund. When further discussed he said it was simply his job to deliver the news. He did not have to agree with it but there was nothing he could do. I can not believe a large bank would do this to a customer that tried to give them their business. They were not able to complete the refinance after 6 months and I do not think their decision to keep my appraisal fee for a refinance that could not be completed by them is fair.

Company response to consumer: Closed with explanation