Consumer complaint received 2018-03-14
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, during a telephone call with Fifth Third mortgage, a male who said he was a supervisor whose name is XXXX XXXX. ( he would not give his last name ), was rude, condescending and addressed me by my first name while arguing with me about my mortgage. He talked to me not as a customer but as a child. I told you this same thing in XXXX, XXXX XXXX said. He said his department would not dissolve an escrow account he or his company created in my name just weeks ago and attached to my account on or around XX/XX/XXXX because his company paid my property taxes, which were not delinquent nor due XX/XX/XXXX. My twice-annually paid taxes ( {$2000.00} ) werent due until XX/XX/XXXX. Fifth Third has unfair practices when it comes to African-Americans and mortgage-related issues, as well as customer service issues. I asked him why they created an escrow account when I havent had an escrow account in more than five years, and he said because, you did the same thing in XXXX ( XXXX ). It seems he is paying particular attention to my mortgage account so much so that he remembered the conversation we had back in XXXX. He seems to have a personal grudge against me because the bank created an escrow account in my name previously XXXX XX/XX/XXXX XXXX when there was no need for one. Each time the company paid my taxes ahead of me and added more than {$1000.00} to my mortgage payment, creating a hardship, an undue burden and unbelievable stress for me, as I had already been dealing with being downsized from my job. I am seeking medical attention for this recent unfair practice. It appears XXXX XXXX is creating an instance where I would default on my mortgage. I am not currently behind on my mortgage payments, though this month ( XXXX ) is due and will be late after XX/XX/XXXX. However, XXXX XXXX and the mortgage departments customer service person who spoke with me before transferring me to XXXX XXXX, the supervisor, said they would not accept my ( regular ) mortgage payment ( of {$1000.00} for XXXX ) ; they will send it back to me, he said. 
In addition, it took me 10 phone calls to the mortgage department before they picked up my call. Each time I got through to the department, whomever answered the phone saw my number on the caller ID and hung up the phone. I know this because I called from a different number, and someone answered their line. How is it that a department can created an account/add an account and bill the customer. I asked them if the bank makes money when they escrow an account since they keep doing that to me, and XXXX said they do not. That has to be a lie. The bank uses a third-party vendor to send checks out to the county treasures. Theres no way that third-party vendor isnt making a profit at my expense and the expense of many other customers who have been victims of this unfair practice. 
In addition, in XXXX, while speaking with this same department, the customer service person was flat out nasty to me on the phone. I have never been talked to like that by any customer service person representing a company. So, I asked to speak with a supervisor, and he put another male on the phone who was just as rude. Why dont you pay your taxes on time? You need to pay your taxes on time and we wont have to go through this, he said. I couldnt believe a manager would talk like that to a customer, so I asked if he was really a supervisor, and he said he was. I asked him how many direct reports did he have. He said, You mean how many people do I manage? I said, Yes. And he said, None. I said, Then youre not a manager. It appears they keep putting another rude customer service person on the phone instead of a manager. I can not believe that XXXX XXXX is a manager. If so, Fifth Third is a horrible company with horrible practices and unfathomable customer service. 
In addition, on the phone Tuesday, XX/XX/XXXX, XXXX said in order for him to consider dissolving the illegally created escrow account, I must send the bank ( not my county treasurer ) the taxes of {$2000.00}, and then he will put a request in to delete the escrow account. But that would be up to Fifth Third, he said. 
I am, in addition to filing this complain, consulting an attorney. 
I want my account corrected, so that I can pay my taxes to my county treasurer.

Please help, as Fifth Third is banking a Fifth-third worse! A fifth-third better is a joke!

Company response to consumer: Closed with explanation