Consumer complaint received 2019-07-12
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
PERTAINS TO THE LOSS DRAFT DEPARTMENT! 

NOTES FROM XX/XX/XXXX ACTIONS REQUESTED/REQUIRED : ( 1 ) If necessary, reopen this claim as it never should have been closed. 
a. First repair authorized by XXXX XXXX resulted in a horizontal zebra strip sided house that your first inspector approved ( XX/XX/XXXX ) but that I found unacceptable and continued fighting with XXXX. 
b. You were informed of this via multiple conversations at the time. 
XXXX XXXX acceded to my demands finally and agreed to redo the entire side/elevation. That amended settlement notice dated XX/XX/XXXX was sent XXXX XXXX Mail ( signature required ) and was delivered along with the pending check of {$10000.00} to you on XX/XX/XXXX. 
d. As neither XXXX XXXX nor I have received any proceeds from this check, it is still being held by Fifth Third. 

( 2 ) Attached is the newest XXXX Notice dated XX/XX/XXXX from XXXX XXXX. 
a. I called Fifth Third ( XXXX ) on XX/XX/XXXX XXXX AM CT and spoke to XXXX ( spelling? ). She was going to investigate the status of the missing funds and call me back NO ONE EVER CALLED! 
b. Since an inspection was done by Fifth Third on the original repair which I found unacceptable but which your inspector passed, I am assuming that a re-inspection will NOT be necessary. 

( 3 ) Please expedite the release of the {$10000.00} that you have been holding since XXXX. 

NOTES FROM XX/XX/XXXX Number Dialed : XXXX ( 1 ) ( 3 ) Claim : XXXX Employee : XXXX Discussion Notes : - I repeatedly asked for a supervisor but never got XXXX. 
- I related the information contained In the XX/XX/XXXX fax cover sheet and supporting attachments. 
- XXXX said that his notes were showing 2 claim amounts : $ XXXX and $ XXXX - I explained they were the same claim as their inspector approved the first repair even though one side of the house had a major horizontal zebra stripe that I did not approve and that I went back to the insurance company and fought to have the whole side repaired AGAIN - XXXX XXXX issued a check dated XX/XX/XXXX for {$10000.00} that was made out to Fifth Third and XXXX XXXX o XX/XX/XXXX : check mailed via XXXX XXXX # XXXX o delivered to XXXX XXXX XXXX XXXX, Fifth Third Bank, XXXX XXXX XXXX XXXX MD XXXX, XXXX, OH XXXX o email notification sent to XXXX o delivered Thursday XXXX XXXX XXXX XXXX OH XXXX o signed for by XXXX XXXX - XXXX noted that check was deposited on XX/XX/XXXX - XXXX started telling me that it was dispersed in XXXX when I interrupted him to repeat that XXXX ( spelling? ) had told me that when I spoke with her on XXXX when I asked for a copy of the check ( front and back ) so that we could see endorsements of these checks that were theoretically mailed to XXXX XXXX ( who never received ) and me ( who never received ) ; I was told they couldnt get that for me - XXXX said that there were no notes in his system since XXXX o I told him that there had to be notes because he had knowledge that would not be available to him had they not received the communications from XXXX XXXX and me since XXXX - namely : The final invoice amount of $ XXXX was NOT generated until XXXX so if there were no notes that amount would not be known o I also told him that Fifth Third had lied to me so many times that I didnt believe then any longer - Demanded {$10000.00} be sent via XXXX today o XXXX said they couldnt send an XXXX which I find strange as they are a bank and they receive my mortgage payment via XXXX o Told XXXX I expected a hard check be overnighted to me o XXXX said they would send overnight after they received a prepaid shipping label from me NOT! 
o Told him they were sending overnight AT THEIR COST for the following reasons : it was their internal process issue that this had NOT been addressed in over 3 weeks read him XXXX note from the fax about interest on the entire amount being owed o XXXX said they couldnt send today as they first had to do a stop payment before re-issuing I told them that I would give them to end of day Friday XXXX XX/XX/XXXX ) to overnight the check XXXX confirmed mailing address as XXXX XXXX XXXX XXXX, XXXX XXXX, MN XXXX Reminded him that it was the same as the property on which they held the mortgage XXXX confirmed address was the same Also told them that standard bank processes are to do a trace or stop payment on uncashed checks after 90 or perhaps 180 days and that it was NOT my issue that it was now over 7 months since the checks had supposedly been mailed Reminded him that their internal process issues were NOT my issues Reminded him that theoretically interest on the {$10000.00} had been accruing since last XX/XX/XXXX on {$7500.00} and since last XX/XX/XXXX on {$2800.00} [ These are the amounts and dates furnished to me by XXXX on XX/XX/XXXX. ] - After another hold, XXXX told me they would stop payment on previous checks and would overnight a new check to me AT THEIR COST with it arriving by end of day Friday XXXX XX/XX/XXXX ) : no mention of any interest being included o Reiterated to XXXX that I was at the end of my patience with Fifth Third and that I was expecting him to follow this process and to ensure that the check was in my hands by Friday as promised. 
o Reiterated Fifth Third internal process issues/restrictions were NOT my issue but theirs. 
o In return, I promised him that if the check was NOT received by Friday and if their lack of responsiveness resulted in any derogatory effects on my pending house sale that I would be contacting XXXX chat line to determine the appropriate escalation process. Additionally, I would be filing for interest and any penalty fees that might be due me. 
- Its now a wait and see as to whether the overnighted check is received by end of day ( XXXX XXXX CDT ) on Friday XXXX XX/XX/XXXX ) NOTES FROM XXXX Email dated XX/XX/XXXX from Fifth Third stating " check is being processed '' which is in opposition to promises made by 53 representative on XX/XX/XXXX

Company response to consumer: Closed with non-monetary relief