Consumer complaint received 2020-01-09
Company: FIFTH THIRD FINANCIAL CORPORATION
State: NH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage was sold to Fifth Third Bank XX/XX/XXXX. I set up autopayment to take effect with the XX/XX/XXXX payment. I paid the XXXX mortgage payment manually. 

XX/XX/XXXX I noticed something called a " Curtailment '' on my XXXX and XXXX statements. I contacted customer service and was told that a curtailment is an additional payment made to principal. I said I did not request this ( or approve it ) and I wanted reimbursement for the XXXX and XXXX curtailments. The rep ( XXXX ) said she'd put in the request. I also asked to be taken off autopay. She said I'd have to contact the Auto Pay dept about that. 

XX/XX/XXXX I contacted the Auto Pay Dept ( XXXX ) and asked to be taken off auto pay. I was also told that the reimbursement for the INCORRECTLY withdrawn funds could not be put back into my checking account and that they'd send a check out in 5-7 days. 

XX/XX/XXXX I mailed in a check for my XXXX mortgage payment. Note, my mortgage payment decreased for XXXX. The 2019 monthly payments were {$810.00} and as of XX/XX/XXXX the monthly payment dropped to {$710.00}. 

XX/XX/XXXX I received a call from Fifth Third Bank 's Collection Dept because my XXXX payment was overdue. They actually thought the check I sent for XXXX was my XXXX payment and was short by ~ {$100.00}. I explained the story and that the account should have been corrected for the curtailments and I had in fact made my payments on time. It turns out that Fifth Third bank had made an ERROR when they were trying to correct the account and instead of reversing the XXXX and XXXX curtailments, they reversed the XXXX curtailment and the XXXX payment, so it looked like my payment was overdue. Not only that, but they reported it to the credit bureau. The collections rep escalated the call to a supervisor and said I'd get a call from them in the next 24-48 hours. She also suggested I contact the Auto Pay group to verify they have the right information for me ( I'm not clear why ). 

XX/XX/XXXX I received a call from a DIFFERENT rep in the Fifth Third Bank 's Collection Dept because he noticed my payment was 33 days overdue. I explained the entire situation again. He told me that the information of a missed payment had been sent to the credit bureau already. I asked to speak to a supervisor. After he researched my account, he said he put in a request to correct my account and notify the credit bureau of the correction. I told him I wanted a call from a supervisor and he said he'd request that. I got off the phone with him and called the Auto Pay Dept. Explained the situation again and asked to speak to a supervisor. This time I did get a supervisor ( XXXX ). She put in a request to correct my account and to notify the credit bureau of the error. She said I would get a call from a Resolution Supervisor in  the next 2-3 business days. Issue # XXXX XXXX XXXX. 

XX/XX/XXXX After three business days, I still had not heard back from the Resolution Supervisor. So I contacted Fifth Third Bank. Had to explain the entire story AGAIN. The rep did put me on the line with XXXX. As of XXXX, my account had been corrected BUT they hadn't reported the error to the credit bureau yet. They would request that letter today and it should go out in the next 7 days. She said I would get a copy of that letter. She also said it could take 30 days for the credit bureau to correct my credit report. 

I am beyond frustrated. I have very high credit scores, or I did until Fifth Third Bank made multiple mistakes. I have spent hours on the phone trying to get this resolved. It has been almost a month since this process to correct my account first started and it still has not been resolved completely. I am in the process of refinancing my mortgage with a different company ( that process actually started before I noticed the error in the payments ).

Company response to consumer: Closed with non-monetary relief