Consumer complaint received 2019-03-22
Company: FIFTH THIRD FINANCIAL CORPORATION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX I received an annual escrow statement for a home mortgage from Fifth Third Bank. The statement indicated that there was an escrow shortage of {$2300.00}. Although there were some changes to the homeowners insurance and county property taxes, that totaled about {$500.00} - Not even close to the shortage indicated. 

The starting balance on the projection was < $ XXXX> ( that's negative {$1500.00} ). There was nothing showing where that figure emanated or how it was calculated. I called the mortgage department and asked for an explanation. I specifically asked for a written document showing exactly how that figure was calculated. I went through multiple people at multiple levels and no one could, or would, provide the documentation that I requested. 

In order not to incur any late fees I increased my payment to cover the new amount while the issue was being rectified. 

Several months went by. There were a few discussions and many unanswered voicemails. No one could answer where the figure came from and ultimately, in XXXX, refused to escalate the issue. 

On XX/XX/XXXX, I submitted a complaint letter through the bank e-mail system. On XX/XX/XXXX, I received a call from XXXX who identified herself as a resolution specialist ( XXXX ). She was unable to explain where the projection came from. Once again I asked for a written detailed explanation of how the escrow was calculated. I also requested that a more senior person call me back. 

On XX/XX/XXXX, XXXX called again, not a more senior person. She acknowledged that there was an error in the calculation and a new escrow analysis would be provided. Again, I insisted on getting a written copy of the actual original calculations, and now also the corrected calculations. 

I received a revise escrow analysis dated XX/XX/XXXX which showed the total shortage as {$210.00} - quite different from the original {$2300.00}. 

On XX/XX/XXXX, XXXX called and attempted to explain what had happened. It was Not at all understandable. She told me that they would not provide the written calculations that I had been requesting from the beginning. 

On XX/XX/XXXX, I received a call from XXXX XXXX, support manager ( XXXX ). Once again I asked for a written copy of the calculations, both the initial ones and the re-calculated ones. She indicated that she was unable to figure it out but would escalate it. I asked to speak to her supervisor but she refused to transfer the call. 

I also indicated that the account needed to be re-calculated back to XXXX with the revised escrow calculations properly applying the additional payments to principal and not to escrow. 

On XXXX and XX/XX/XXXX I left messages for Ms. XXXX but did not receive a return call. On XX/XX/XXXX ( today ) I finally received a call from her. She once again refused to provide the documentation that I had requested multiple times, making excuses that she was not permitted to do so. She tried to recalculate the payments but without the figures in front of me, it was impossible to understand what she was doing. 

If a computer can calculate an escrow statement, someone with basic computer spreadsheet skills should be able to provide a spreadsheet showing the calculations that were made. I would expect that anyone working at a financial institution should have far more than basic computer spreadsheet skills and therefore should be able to recreate the escrow analysis with the actual figures that were used. The fact that Ms. XXXX and multiple others with whom I spoke could not or would not provide that information is a strong indication that they are hiding something or they are not competent to provide it. Their refusal to provide what should be a vary basic spreadsheet tells me that they have absolutely no credibility and any and all escrow calculations they make are suspect.

Company response to consumer: Closed with explanation