Consumer complaint received 2018-10-12
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have previously submitted a complaint to XXXX about Fifth Third Bank. I originally had an escrow evaluation with a lot of incorrect information including projected city tax payments to a city that I do not live in. These incorrect items, and some legitimate increases caused my mortgage to increase by almost {$600.00}. We tried to get the bank to re-evaluate our escrow statement without including this projected payment to a town that we do not live in. Since this projected payment came during the month of XX/XX/XXXX ( the month after they did their evaluation of escrow ) it showed as a projected amount that we would be paying and therefore took the amount out of our cushion. I have repeatedly asked representatives from Fifth Thirds Bank to provide me with documents that clearly show that there is no payment or projected payment coming out of my escrow account. They have continued to provide me contradicting information and statements. They have provided an account statement that shows our account is projected to pay the town of XXXX in XX/XX/XXXX, but then they tell me that it is not debiting my account and send my a spreadsheet that shows the money has not been deducted. I asked for them to rerun the escrow analysis once the month of XX/XX/XXXX had expired so that our account would no longer be projected to lose the {$1200.00} to a city tax that I do not live in. I am not sure if they can not truly understand what I am explaining or if they are just trying to act like the do not understand. They have told me that they can not rerun the escrow analysis since it was rerun in XX/XX/XXXX. This needs to be rerun, because when they projected XX/XX/XXXX, they would have projected my account to be {$1200.00} short since it was showing as a projected payment on the escrow analysis. I have spoken with multiple representatives from Fifth Third Bank, and all but XXXX have been rude, yelled at me, and spoken down to me. I am thoroughly displeased with the service that I have received and the lack of cooperation that I have been shown. I had to file the first complaint just to get them to look at the original complaint that showed me paying 2 mortgage insurances on top of the extra city tax to a city that I do not live in. I will attach the last escrow statement that clearly shows a projected payment to the town of XXXX even though there are 4 previous quarterly payments to the XXXX XXXX XXXX. The account statement that I have been provided shows that we have paid 4 quarterly tax payments to the XXXX XXXX  XXXX from XX/XX/XXXX to XX/XX/XXXX. My projections for next year show that we are projected to pay the XXXX XXXX XXXX 4 quarterly payments as well, so this would clearly be a 5th payment that we are not responsible for. I am being told to just ignore what is documented in the account statement. I believe that this is a tactic that Fifth Thirds could possibly be using on large numbers of other mortgage holders at their bank in an attempt to collect money off of interest. I would believe that this practice would be at the very least looked at as unethical, and worse case could be illegal.

Company response to consumer: Closed with non-monetary relief