Consumer complaint received 2023-02-03
Company: FIFTH THIRD FINANCIAL CORPORATION
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX XXXX
Re: Loan #
To whom it may concern:
My name is XXXX XXXX and I became a customer of 5th 3rd bank on XXXX XXXX XXXX, when my 
mortgage loan was purchased from XXXX XXXX XXXX XXXX. During this process, I was under the 
impression that the deal had been made between my old servicer (XXXX XXXX XXXX) and my new 
servicer (5th 3rd bank) and the only thing I needed to do was start making payments to 5th 3rd bank. To 
date, I have made all of my mortgage payments in full and timely. 
On XXXX XXXX XXXX, I received a message from my homeowner's insurance company XXXX) that my 
insurance policy will expire on XXXX if the payment of XXXX  was not received. I contacted XXXX XXXX XXXX  on XXXX and made changes to my policy and at that time the payment 
amount changed from XXXX to XXXX. I sent the updated EOI (Evidence of Insurance) to 5th 3rd bank 
on XXXX reflecting the amount of XXXX  was the new amount that needed to be paid to Hippo 
Insurance.
I called back 5th 3rd bank on XXXX XXXX XXXX, to inquire if the payment was sent out to Hippo Insurance. 
I was advised that payment for XXXX was sent via regular mail on XXXX XXXX XXXX, and to allow 7-10 
days for the payment to be received and processed. On XXXX XXXX XXXX, I received a call from XXXX XXXX XXXX  who claimed to be my case manager. During the call I was advised that once XXXX XXXX 
received the payment that was mailed out on the XXXX XXXX XXXX XXXX there would be nothing, they 
would be able to do with that check due to there being a "stop payment" placed on that check and 
another payment will be overnighted on XXXX XXXX XXXX At this time, I became very upset due to my 
concern about being charged returned check fee, etc. XXXX apologize and said, "the overnighted payment 
will beat the payment that was regularly mailed on the XXXX XXXX XXXX". I had additional questions and 
reached out to XXXX on XXXX XXXX XXXX XXXX XXXX, and I never received a call back. 
During this time that I had been getting the run around from all of 5th 3rd banks representatives, the 
weather in my area in XXXX  was very dangerous and extreme (trees falling into homes, etc.). I was 
very nervous and stressed knowing that I was getting the runaround and my homeowner's insurance had 
expired on XXXX. I did the next best thing I knew to do and obtained new home insurance to 
protect my investment and your collateral to my loan. I sent the new EOI (Evidence of Insurance) from 
XXXX for XXXXXXXX XXXX XXXX XXXX XXXX. 
I called back 5th 3rd bank on XXXX XXXX XXXX, and spoke with XXXX with ID #: XXXX to ask 
checking on the issuance of the payment. XXXX  advised me that I had to work with XXXX and she would 
send him an email asking him to call me back. I advised XXXX that I would work with him but he does 
not call back. At this point, I asked to speak with XXXX supervisor and she advised me that I could 
not speak with anyone but XXXX. I informed her that XXXX has not returned any of my calls from the 
multiple messages I left him. I asked XXXX if she denying me a manager, as it's a simple yes or no 
question? XXXX advised me that she did not feel comfortable answering with a simple yes or no. In 
spite of this, XXXX just continued the reckless treatment I had received thus far. At this point XXXX 
finally decided to get me over to her supervisor's voicemail. I did leave a voicemail and to date 
(1/30/2023) I am still waiting to hear back from that manager.
On XXXX XXXX XXXXXXXX XXXX decided to call me back and confirmed the payment that was mailed in 
"Regular" mail on XXXX XXXX XXXX, had a stop payment on it, the payment that was supposed to have 
been overnighted never was overnighted and there was a payment put back in the "Regular" mail on 
XXXX XXXX XXXX. I requested to speak with XXXX supervisor. XXXX transferred me over to his supervisor by 
the name of XXXX at (XXXX). I expressed to XXXX how inefficient 5th 3rd bank representatives 
are and how frustrated I have been because I am continuously getting the runaround. I asked Talley why, 
with the severity of the issue that was going on with the expiring of my homeowner's insurance for nonpayment from my servicer, the payment wasnt wired to the insurance company, as originally promised. 
XXXX advised me that to wire, 5th 3rd representative would have to have the insurance company's wire 
information. I was even more shocked and felt brushed off and made to feel no urgency on the part of 
5th 3rd bank to ensure their collateral and my loan was protected. I advised XXXX that he should have a 
coaching moment for his entire time on how to work efficiently and prioritize the customer in a situation 
like this, as it made sense to use the wire option. 
On XXXX XXXX XXXX, I reached out to the corporate office and spoke with XXXX  with ID # XXXX who 
said she was a supervisor. The only thing XXXX  was able to do is to confirm the payment schedule on the 
dates the payments were supposed to have gone out and the method the payments were supposed to 
have been made. Also, she provided a tracking # XXXX for the payment that went out 
overnight after I spoke with the representative in the Escrow Insurance department of 5th3rd bank. 
I received a call from XXXX on XXXX XXXX XXXX advising me that my mortgage payment amount will 
increase for XXXX due to a shortage in my escrow account being in the negative. WHY and how is 
this my problem? The shortage in my escrow account is a direct result of your companies incompetence 
and inefficiencies! I made my monthly payments on time every month, per my original loan documents 
that I signed. Those payments included money to cover my taxes and insurance. The duty of your 
company was to take those escrow payments and pay them in a timely manner.
At this point, I am being strong-armed for my money as well as penalized because I am being made to 
pay for the inefficient actions of 5th 3rd bank. While I have reached out to a local Real Estate attorney for 
guidance in this matter, as I believe that your company has violated its fiduciary duty in the servicing of 
my loan, I am not willing to risk my home NOT being covered by insurance. Ultimately, I asked XXXX if he 
could reach out and request an emergency re-analyzation of my escrow account until I can get the 
payment back from XXXX and send it back in and XXXX stated that he was advised that could not 
happen until that payment comes back in. I dont find this acceptable and am writing directly to you, hoping you can remedy my account's egregious treatment.
I look forward to your anticipated prompt response addressing my many concerns about the failed 
treatment of a "New" customer of 5th 3rd bank. Feel free to contact me directly.
Regards,

Company response to consumer: Closed with explanation