Consumer complaint received 2016-09-17
Company: FIFTH THIRD FINANCIAL CORPORATION
State: AA
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I ran into some financial issues and contacted Fifth Third Bank in XXXX 2016 after speaking with an attorney when I realized that a short sale may be my only valid option. Because of my relocation overseas, I worked with a law firm that was stateside to contact the bank and stay on top of the items needed regarding the short sale request. From XXXX 2016 until the beginning of XXXX 2016 the process seemed to be moving along. Then everything stopped. The firm I was working with requested the file to be elevated as the representative we were assigned had stopped responding to calls, emails and faxes and everything slid downhill. I was informed the bank needed more info but the firm was having difficulties getting confirmation on exactly what was needed. Calls, emails and faxes to the bank went unanswered and I later learned Fifth Third has closed my request for short sale due to lack of communication from the law firm. At no point, did Fifth Third ever contact me to request additional information nor contact me to advise that my case was closed. 

After much waiting and unanswered calls to the numerous representatives assigned to my file in their loss mitigation department as well as their supervisors ... I only recently learned that the file was closed. After speaking with a supervisor that was on duty I was informed that despite waiting six months for a response to the cash offer for the short sale, that I would have to resubmit my request. When I asked what documents were needed that they never received, I was informed it was the sales contract addendum ( when the buyer increased their price ), proof of funds and proof of deposit. The addendum to the contract was emailed twice and faxed over to their bank by the law firm to ensure receipt. And the proof of funds and proof of deposit letters were provided with the original application. When I asked if it were possible to reopen the file and I could email the items over and confirm receipt while on the phone. I was told no and that I needed to submit a new application for short sale. I explained that I had been waiting six months and trying to get responses from the representatives and supervisors assigned to the file and that this news was disheartening. I was told the bank had undergone a file re-imaging process and it was a pain to access documents received prior to XX/XX/XXXX. If I want it done faster ... resubmit. 

Following the call I emailed the supervisor I spoke with all of my docs and requested she confirm receipt. I got no response. I called the following day to confirm receipt. I was advised to resend using a different method. I resent and again asked for confirmation of receipt and got no response. The following day I was unable to contact her directly and after 8 calls to the main line in which I asked if the files I sent have been received and routed for processing, I was transferred to various representatives/supervisors that were not there and at last was finally able to speak with a representative who confirmed that the package I sent was never updated to my file. He was kind enough to provide his email so that I could resend the package once again and I was able to confirm receipt over the phone. I believe my file should have never been closed. If the bank needed information and were having communication issues with the firm negotiating the short sale, at bare minimum, they should have attempted to communicate with me. And even if that were not an option, a simple letter/email to inform of the file closure would have been appreciated. Worth noting, Fifth Third has not sent me any communication directly, to include mortgage statements, since I submitted the original short sale packet XX/XX/XXXX. I would like for my previous file to be reopened and the items I 've recently sent be evaluated for short sale.

Company response to consumer: Closed with explanation