Consumer complaint received 2018-03-05
Company: FIFTH THIRD FINANCIAL CORPORATION
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
This confusion on 5/3rd Bank part began when I requested from 5/3rd bank to enter  into their Forbearance Plan to postpone 3 monthly payments until the end of my Mortgage due to Hurricane Irma and Florida declaring it was in a State of Emergency. The mortgage payments that were going to be postponed were XX/XX/XXXX, and XX/XX/XXXX and XX/XX/XXXX. In XX/XX/XXXX I called 5/3rd Bank and declined the Forbearance Plan.  During the months of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX I made separate Escrow payments by check. When I declined the plan I made a lump sum payment for the 3 above months for the Principal and Interest due. Because I had to stop my auto payment during the 3 months that I was entered into the Forbearance Plan I called 5/3rd bank and made an additional phone payment for XX/XX/XXXX Mortgage payment. 

As described in the documents listed below I have tried on many multiplication occasions to explain to 5/3rd Bank that I am current in my Mortgage payments, the bank states that I still owe the Mort. Payment for XX/XX/XXXX. On every occasion that I have called and spoken with a Customer Service Representative or a Mortgage Department representative I have been told by them that they see where I have sent in the funds for the Mortgage payments which total the amounts for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. They would state that they would submit a request to have these funds distributed correctly between the Principal and Interest and Escrow Departments and this would take 3 to 4 business days. On 12 different occasions I have called 5/3rd Bank and spoken to a representative or met with a bank manager ( see document below ). Each time I have been told the funds have been received and they would submit a request to have them distributed properly. This has never been done!!! 

I am now receiving phone calls from the 5/3rd collections department about being delinquent on my XX/XX/XXXX Mortgage payment which was made on XX/XX/XXXX. I have canceled checks and letter from 5/3rd bank for phone payments which total the amount due for the XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, & XX/XX/XXXX Mortgage payments. I can prove that all the funds for these 4 months have been sent into 5/3rd bank and they have acknowledged that they have received them. See list of payments made to bank. 

Payments Made to Bank for my Mortgage XX/XX/XXXX {$2000.00} ACH Debit/Auto Payment Mortgage Payment for XX/XX/XXXX XX/XX/XXXX {$660.00} Check # XXXX sent to bank Escrow Only for XX/XX/XXXX XX/XX/XXXX {$660.00} Check # XXXX sent to bank Escrow Only for XX/XX/XXXX XX/XX/XXXX {$660.00} Check # XXXX sent to bank Escrow Only for XX/XX/XXXX XX/XX/XXXX {$4000.00} Phoned payment to bank Mort. P & I only for XX/XX/XXXX,  XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX {$2000.00} Phoned payment to bank Mortgage payment for XX/XX/XXXX {$10000.00} Total Payments made to bank for the previous 5 months Payment That were Due Bank for my Mortgage XX/XX/XXXX {$2000.00} Mortgage payment for XX/XX/XXXX XX/XX/XXXX {$2000.00} Mortgage payment for XX/XX/XXXX XX/XX/XXXX {$2000.00} Mortgage payment for XX/XX/XXXX XX/XX/XXXX {$2000.00} Mortgage payment for XX/XX/XXXX XX/XX/XXXX {$2000.00} Mortgage payment for XX/XX/XXXX {$10000.00} Total Mortgage payments due for previous 5 months

Company response to consumer: Closed with explanation