Consumer complaint received 2023-04-25
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I received an escrow statement from Fifth Third bank stating that my payment was increasing from {$660.00} a month to {$790.00} beginning XX/XX/XXXX, due to a shortage in my escrow account. I contacted them the same week to dispute this. Upon our conversation it was determined that Fifth Third was trying to pay for the property taxes on one other property I do own that is not a part of my mortgage as well as another property that I do not own. The property that I do own and have the mortgage on the property did increase by {$200.00} a year so I did expect an increase of {$17.00} but not an increase of {$130.00} a month. When I spoke to the representative I was told that Fifth Third would need to have their escrow department look in to this and this would be resolved in 6 business days and that I should call back on the 7th business day. I expressed to her that I was concerned that this be resolved so that my XX/XX/XXXX payment would be accurate. On the 7th business day I contacted them and was told that this issue was not yet resolved and they are asking XXXX to follow up with this to verify the correct properties and to call back the following week. I stated again that I was concerned and the importance that this be resolved before the XX/XX/XXXX payment was due because I felt it unfair that I would have to pay and extra 20 %. I waited another 7 days an called back and was told that this was resolved and it would be accurately depicted on their system on XX/XX/XXXX. On XX/XX/XXXX I called back again was told that this was resolved but the accurate amount for my payment of {$690.00} can not be effective until XX/XX/XXXX. I asked what the amount for the XX/XX/XXXX payment needed to be and was told that I needed to pay the increased amount of {$790.00}. I asked why this would be and was told because Fifth Thirds systems require 60 days to change to an accurate payment amount. I then asked why knowingly are changing my payment when they are aware that their system requires 60 days to be made accurate when I didnt receive the escrow statement until XX/XX/XXXX. That means they gave me 34 days notice when they know that their system requires 60 days to become accurate. I was told well that is just how it works. And there was nothing that could be done about it. When I asked to speak to the supervisor that the representative ( Her name was XXXX XXXX was messaging XXXX told me that she could not transfer me to her. I then asked what her name and number was and told that her supervisor did not have an outside line so there was no way for me to contact her and if there was no further questions that she could help me with today. 
So because I care about my credit score I have to make a mortgage payment that is 20 % higher for the month of XXXX because Fifth Third knowingly has a system that can not be adjusted for 60 days but provides their clients with less than that amount of time notice. 
Property taxes in Indiana are paid in XXXX and XXXX every year and the tax bills historically do not go out until mid XXXX. How can a consumer honestly rectify this if their system is not set up to accommodate a fair resolution.

Company response to consumer: Closed with non-monetary relief