Consumer complaint received 2023-11-03
Company: FIFTH THIRD FINANCIAL CORPORATION
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
The narrative is as follows : 5/3rd Bank took over my loan while my loan was in a covid relief program. 5/3rd appears to have poorly handled the process of taking over servicing of these loans. It was several months before I learned that I needed to fill out a their hardship application in order to re-establish that I wasnt simply not paying the mortgage but had been in a relief program. Because my account *appeared* to be so delinquent, I was thrown into a process of foreclosure that was entirely avoidable if this business was actually equipped to service the loans they purchased. Once I filled their hardship application out and sent it in originally in XXXX, I received very sparse communication back from 5/3rd about next steps, how to continue to make payments, etc. 

A XXXX had called me in XXXX and we had difficulty reaching each other. This has been the story of this whole ordeal. 5/3rd does not have the necessary staff or systems to be handling these loans. I have phone records showing 5/3rd using their automated outbound calling services to call my phone and when I would pick up 90 % of the time there would just be a click and the call would be discontinued. This meant that every time I would call in and not get a real customer service person, I would get a call back but it would rarely connect. 

This back and forth carried on for some time. No one taking responsibility or helping me solve the issue. Their online portal was problematic as well. I can only guess why. I received incorrect information about being able to pay the loan via the online portal and was even hung up on once before the customer service rep had finished helping me with my issue. The payment I made was sent back to me in the form of a check ( I believe it was a payment for XXXX and I received the check in XXXX ). 

Things finally improved when XXXX ( On XX/XX/XXXX ) helped me get set back up in the trial plan. Everything seemed to be back on track again. I scheduled my payments with her for the next 4 months. 

In XXXX, my automatic payment came out a day before I thought it was supposed to come out. I called the NEXT DAY ( XX/XX/XXXX ) to make the payment and on XX/XX/XXXX, finally got to speak to XXXX ( customer service rep ) to make the payment. At that time she confirmed that I didnt need to worry about it and that it would come out soon. I didnt see it come out and by the time I was able to speak with another representative ( on XXXX with XXXX XXXX XXXX this new rep ( XXXX ) informed me that my trial program had been cancelled and I would need to re-submit everything all over again for another hardship application. This is now my 3rd application. 

It was not until XX/XX/XXXX that XXXX let me know about being able to file a complaint with the office of the president. No other rep had offered that at this point. I finally was able to speak to someone who would help resolve things. XXXX, with the aforementioned department, confirmed that I was given incorrect information by XXXX on XX/XX/XXXX. My other payments for XXXX and XXXX were pulled from my account just like they were supposed to. I am now still waiting for them to complete the review of my 3rd hardship application - an application that should not even need to be reviewed again because the trial program should never have been disrupted in the first place. Yes, my scheduled payment in XXXX didnt go through but I called the next day to make it and was told not to. 

I currently have a foreclosure date set for XX/XX/XXXX despite the fact that I wouldnt even be in this situation had 5/3rd had better systems, more staff, and just not been so convoluted to deal with. Every person I speak to there doesnt seem to have the authority or access to provide any sort of tangible assistance and theyre playing games with the lives of every day people just trying to live in their home. 

Below, you will see my quick notes for the various interactions over the past year. 

Hardship application website - been to this and submitted the requested documents. Was told someone would get back to me. One person did in XXXX. I called him back but never head back again. - XXXX on XX/XX/XXXX Ive called during normal business hours and after business hours - no one has replied or responded besides XXXX. 

XXXX - left message XXXX - left message XX/XX/XXXX - left message XX/XX/XXXX - spoke to XXXX XX/XX/XXXX - XXXX XXXX - New trial program started ( starts in XXXX ) {$1200.00} for 4 months - XXXX is last payment - Loan will become a 40 year loan, should stay at {$1200.00} XX/XX/XXXX - left XXXX about payment XX/XX/XXXX - XXXX said Im good about missed payment and that they would debit the account again XXXX - XXXX. Got ta do everything all over again XX/XX/XXXX - Submitted new hardship application XXXX - Spoke to XXXX. She said they have my application and that someone would be in touch with me. She said to call every so often because they XXXX at their jobs. 

XX/XX/XXXX - Escalated with complaint - XXXX helped XXXX Sending in more paystubs & room mate agreement. XXXX is single point of contact ( apparently ). XXXX was the first person to offer the complaint department today. 

XX/XX/XXXX - Sent everything above XX/XX/XXXX - XXXX explained XXXX still needed and that the foreclosure date has been moved out. They acknowledged the mistake of giving me incorrect information back on XX/XX/XXXX. Need to send two things to them listed in XXXX email to me. I sent documents immediately after call. 

XXXX - left voicemail, asking if they needed anything from me XX/XX/XXXX - called to return some calls I had missed from them. Left VM asking for call back. More phone tag. 

XX/XX/XXXX - spoke to XXXX about nothing. More of the same dysfunctional XXXX. Told me to call sooner in the day. 
She notated my account with the same information as last time I imagine. Also left a voicemail for XXXX in the complaints department. Phone call got dropped. 

XX/XX/XXXX - Filled XXXX ear with all of my complaints. Spoke to XXXX on a second call and got clear on the P & L document issue XX/XX/XXXX - spoke to a guy. He talked to XXXX and XXXX said my file was complete as of now and to sit tight. 

XXXX - left voicemail asking for call back XXXX - Spoke to XXXX again XXXX. No new information. Theyre still reviewing things. Filing complaint with CFPB today and contact XXXX XXXX about proceeding with her help. Current foreclosure date set for XX/XX/XXXX

Company response to consumer: Closed with non-monetary relief