Consumer complaint received 2023-02-24
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Hello, my name is XXXX XXXX. So 12 months ago I was notified that my bank failed to pay my homeowners insurance company XXXX XXXX insurance and that my policy had been cancelled I then had to get a hold of XXXX XXXX get a new policy for {$1200.00} which was {$500.00} more per year than my old Policy and frankly at the time I accepted that as a mistake by the bank & accepted it as an accident although very unfair. Fast forward 11 months later to XX/XX/2023 and I called my homeowners after water damage to my home to make a claim however my homeowners insurance company XXXX XXXX informed me that I had not had homeowners insurance in 11 months to which I replied that is impossible, the bank made me submit verification of the new policy 11 months ago so how is that possible? They say the bank sent the money too late. Yet no 1 informed me at all? How come my mortgage statements show that the money was paid to XXXX XXXX? & no one from 5/3 mentioned anything to me & i had spoken with them several times this past year about other issues. However it seems 5/3 is trained to never admit their faults. So naturally no one could explain to me where my {$1200.00} went from 11 months ago or why I have not had a policy for 11 ) months I was distraught last year when I didn't have it for three days because of 5/3 but i fixed their mistake as fast as humanly possible, but at this point its no longer a mistake, it's clearly negligence. They only deflect blame when the fault is clearly theirs. Now after more than two weeks, no 1 is assisting me, or calling me back, but no 1 is telling me where my money is or where it went when this escrow account is their obligation, infact I just got a notice stating that on XX/XX/XXXX my mortgage payment is going up from {$890.00} up to {$1000.00} a month due to my taxes and insurance going up they said however upon several calls and conflicting answers I finally got the truth from 5th third bank that they failed to pay my property taxes last year ( although this clearly differs from escrow statements they have sent me saying they paid insurance & taxes on specific dates! ) so now 2 payment must be made and that's why my payment went up so they can not say that they aren't at fault here after XXXX failed payments in less than 14 months. & when property taxes arent paid it increases what is owed. Will they pay that? The 5/3rd representatives ive spoken with havent offered anything financially to remedy this, or any help resolving it. XXXX seems has provided documentation that shows 5/3rd did not do their job. This is all a result of 5/3 failing to pay repeatedly, Which when you consider that they originally failed to pay 12 months ago costing me {$500.00} more a year, then failed to pay on time for new {$1200.00} policy, they failed to pay ontime, they failed to pay my property tax & im sure there are fees associated with paying it a year late, And on top of all of that, all I know is that I have atleast 10s of thousands in damage maybe more & no one is interested in fixing the home Where my five children reside, even though 5/3 has been proven time & again that they are negligently operating my escrow account & they are not taking responsibility for their actions or lack of actions even after I have called dozens of times & reasonably pointed out the issues & negative effects their negligence has had on my home, my family, My life & our future. 
I am the sole provider here And I work Monday through Friday XXXX XXXX  to XXXX XXXX  I've made all my payments I've done everything I was supposed to do & ive called 5/3rd dozens of times but I'm still left with no answers about my {$1200.00} or my damages all while forced to pay a higher mortgage payment that we can not afford & all due to this companies repeated mistakes. I have called & called looking for answers from attorneys & others but i am yet to find anything relevent. 
Any help would be greatly appreciated. 
XXXX XXXX

Company response to consumer: Closed with explanation