Consumer complaint received 2023-05-17
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I contacted XXXX XXXX  's Loss draft claims dept on XX/XX/XXXX and informed them that I wanted to payoff my mortgage. They informed me that I had enough funds to pay off the loan and that I would be receiving surplus funds back in the mail after apprx 10 days. 
The next day on XX/XX/XXXX, XXXX from the Loss draft claims department left a voice message on my phone and stated " before we can apply the funds you have in escrow, I would have to pay the difference before we can apply the funds we have in escrow account. '' This was an unclear circular statement. In reality escrow account was in the negative so I knew that the agent was not being clear for lack of understanding my account details. I called the loss draft claims department back on XXXX and was on the phone for 14 min and 27s attempting to figure out what the issue was and they were not able to tell me anything except that my case was being " tasked out '' and that my loan was unique. From there I was sent to a multiptude of different departments over the course of a week. I procedded to call various departments within XXXX to try to understand what was going on. On XX/XX/XXXX I called and spoke to an agent who was unable to help me. On XX/XX/XXXX I have a call log of 6 discrete calls to 3 different departments. On XX/XX/XXXX there were 5 calls between myself and XXXX. I was getting the same type of responses, that I had to wait for a manual approval. I tried following up the next week on XX/XX/XXXX and XX/XX/XXXX and got no answers or results from waiting. I called the offie of the president on XX/XX/XXXX and they told me they would " investigate '' what was happening. Finally I decided to call XXXX XXXX to complain and once that happend an agent named XXXX XXXX called me back on XX/XX/XXXX. During this entire period of over 1 month, not one agent offerened me a payoff quote. For one month I was ping ponged around the departments of XXXX XXXX  because they couldnt give me support in the steps to pay off the loan. XXXX then stated she sent me a quote but that the quote would not be correct because there were late fees on it as welI as other inspection fees which are not allowed during a forbearance period which I had been in VERY close communication about with XXXX and with XXXX XXXX. I then proceeded to speak with XXXX XXXX following up 3 times per week to find out if they would be backdating my payoff to XXXX or XXXX given all the confusion offered by XXXX and time I spent waiting as XXXX told me to do while they went to " manually approve '' my loan. XXXX XXXX was not able to get me a correct payoff quote until the end of XXXX around the XXXX. I called the same department and spoke to 2 other agents, one being XXXX XXXX who looked at my account and was IMMEDIATELY able to give me instructions on how to pay off and suggested that XXXX backdate the payoff quote but then said since I had been talking with XXXX, that she should handle it. I called back and spoke to another agent that day and payed the difference suggested to balance out my escrow by an agent named XXXX and she informed me just as XXXX had, that if there was an overpayment on my part, that I would be refunded.XXXX is contesting that they are able to keep the interest on my loan for the months of XXXX and XXXX even though it took them 2 months to give me a solid response in paying off my mortgage. During this time, they also put my account in DELINQUENCY bringing my credit score down hard. And this is because they have zero communiation between departments. Even if you go and speak to each depertment notifying them as I did thet my account had been protected by a WILDFIRE forbearance, they still put my account in delinquency. I would like to add that my time spent on the phone with XXXX XXXX was a waste and a nightmare. This person cut me off when I was speaking, and gave me responses that were biased such as " I dont feel like the interest could be taken off for XXXX. '' This is not a " feeling '' issue, this is my financial health and that is black and white- not grey areas for opinions. There was a major lack of expedience and negligence on the part of XXXX XXXX and I want to see I am treated fairly in this matter.

Company response to consumer: Closed with explanation