Consumer complaint received 2020-12-11
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We recently filed a complaint with CFPB regarding an experience while attempting to refinance our mortgage with Fifth Third. We have received and reviewed their response, including what appears to be fraudulent documentation, notably a customer initiated withdraw request. AT NO POINT DURING THE REFINANCE PROCESS INITIATED IN XXXX DID WE REQUEST A WITHDRAW. As indicated in our initial complaint and all conversations with Fifth Third we requested the loan process be continued. 

We are extremely dissatisfied not only with Fifth Third 's decision but are extremely disappointed that they would attempt to state we requested a withdraw. If they sincerely believed a withdraw request had been made we should have been contacted or received a copy of such a withdraw. Further, had such a request been made we believe it would have come up during discussions of our loan ; at no point during those discussions did anyone at Fifth Third disclose that such a request had been made. We would assume, that had such a request existed, that Fifth Third would have wondered why the customers continue to call inquiring about the loan and requesting updates as to its progress. All communications regarding this loan have requested that the process be continued and our incongruent with the current claim. It appears false documents have been created to support this false claim which is extremely disturbing. Fraudulent practices have no place any industry and we believe this must be investigated. 

We are requesting Fifth Third address this situation with the following pieces of information : 1. Who they claim made the request as well as associated date, time, and in what format.

2. Why we were not notified of a request being made in relation to our loan.

3. Why the form they have submitted is BLANK ( which is likely because no such request had actually been made ) 4. An overview of the investigative process they will take to ensure the security of our application and current home mortgage given the very clear evidence of a fraudulent request associated with our account. 

Additionally, a number of the requests we included in our initial complaint have apparently been ignored or denied. We request an explanation of why the requests have been denied and the appeal process. Notably, why as current customers NO ONE from the company has returned our calls or attempted to communicate with us. We remind Fifth Third that we are CURRENT CUSTOMERS now with significant concerns regarding fraudulent activity on our account and request the curtesy of a phone call with an individual who will be able to facilitate an appropriate investigation. 
As though the customer service we received was not horrible enough, we know have to contend with either fraudulent documentation created by our bank to support their position OR investigate a serious act of fraudulent behavior by an outside party which the company allowed to occur. This is unacceptable and continues to cause significant distress.

Company response to consumer: Closed with explanation