Consumer complaint received 2023-02-27
Company: FIFTH THIRD FINANCIAL CORPORATION
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I had a change of income in the end of XXXX and I called fifth third in XXXX of XXXX to see if there was anything available for me I explained to the rep I only needed a few months just to get things together with the change of income and that I would not need to modify or make any changes in my mortgage that I just needed a little bit of time to get my finances back in order since the loss of income I was told that there was forbearance time available to me with no application process the worker told me that all I had to do was request the forbearance that was available to me with her on the phone when the forbearance was up all I had to do was call and say that I was ready to start making full payments again and to start making those payments when I called when I thought that my forbearance was up I was told at that time that there was an application that needed to be processed in order for me to have used that forbearance time an application was sent to me I at this time got a XXXX XXXX I felt like I needed someone to work with me seeing how fifth third had already provided me wrong information and put me in this position so we did the application process I sent it in with all requested information we went back and forth all way up until XXXX of XXXX I sent everything in immediately and threw my worker in XXXX they asked for birth certificate we sent it they said it was blurry we sent it again neither my worker or myself heard anything from them for a few days so I reached out when my worker was unable to reach anyone and finally was able to reach someone who said that my case had been closed because they were unable to reach me which was not true we had been in constant contact and I also had paperwork signed so they could speak to my worker who they never reached out to either when I explained what was going on to the fifth third representative she then apologized seen on the record that I had called several times and said just resend the application that you previously sent just have your worker change the date at this point they requested banking information pay stubs and all this information based on the new XXXX date then I was told by them that I was not able to get the forbearance at that time and that I would need a loan modification which is not something that I wanted to do I was fully capable of resuming my regular payments and making them on time which what I was told was available to me from the beginning at this point I had already missed those months payments which I was thinking that I was on a forbearance for and unable to come up with that large sump of money at one time and had no choice but to move forward with the loan modification process I then received the paperwork had it notarized had it signed in and it's been over a week and I have people outside of my house taking pictures knocking at my door giving me letters my loan is in default fifth third has provided me incorrect information which has destroyed my credit report I'd like to add that I was not behind on a mortgage payments before I decided to take this forbearance that I was told was available to me by the bank since then my credit has been destroyed I have made payments every month since the forbearance has ended just like I was told but yet it looks like I am months and months behind because of that forbearance they have never communicated any information with me properly every time you speak to someone at fifth third they give me different information no supervisor or underwriters or any one of that nature has ever reached out to me even though I requested several times I don't think it's fair I don't think that a mortgage company should be able to tell you have something available and be wrong if you listen to this call which I know is recorded we had a very lengthy call where she several times told me I have this available to me all I had to do is request it with her there was no application process I feel like the bank should have to stand by that they have put me in a position wear my credit is destroyed I'm behind on my mortgage and now that I've done a modification during this horrible time my payment went up {$250.00} a month

Company response to consumer: Closed with explanation