Consumer complaint received 2018-01-12
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XXXX XXXX, XXXX I called 5/3 Bank to have the reverse a payment to the principle of my mortgage in the amount of {$1100.00}. When they processed the curtailment, they processed incorrectly of {$1100.00} and additionally reversed the payment, of {$560.00}, on my mortgage for the month of XXXX. At that time, I did not realize the reversal occurred. My XXXX mortgage payment was auto deducted from my account of XXXX XXXX with no issue. On XXXX XXXX, I received a phone call from the 5/3 Bank collections department stating my mortgage was one month past due. Clearly I was shocked to hear this. I tried to correct the problem on this phone call on XXXX XXXX. I was told I was unable to make a payment at this time because they were closed. I called back to the customer service department on XXXX XXXX to fix the problem. I made the payment to make my mortgage, in 5/3 eyes, current. I explained my issue over the phone and filed a dispute against the delinquency that was now on my credit report with the 5/3 representative. I filed this complaint on XXXX XXXX. I called XXXX XXXX to follow up on this process and was told it was still pending. On XXXX XXXX, I called again to follow up on the progress and was told it was denied. The representative I was on the phone with recognized my issue and could see that it was bank error. I was told that a supervisor in the mortgage department was going to be reviewing my phone conversation from XXXX XXXX and I would receive a call the next day. I never received a phone call, so I called on XXXX XXXX to find out that the supervisor that was supposed to review the call was not working. I was directed to a customer service supervisor that told me he was going to follow up on my issue and call me back the next day. Again, I received no phone call. I called XXXX XXXX to see if there was an progress on my issue. I was put into the voicemail of the original mortgage supervisor that was supposed to review my call. By end of business on XXXX XXXX, I still had not received a phone call back from anyone at 5/3. I called again right before XXXX est and was directed to a different supervisor in the mortgage department. She stated she would file the request again for the call from XXXX XXXX to be reviewed. Additionally, she escalated my issue to the office of the president. I called back on XXXX XXXX to see where this process was. I was able to speak with the individual in the office of the president. She started that it would take 15-25 days to review and respond to the case via email. She was extremely rude and could have cared less about this issue and the fact that it had been pending for 2 weeks at this point.

I am in the process of trying to get pre-approved to purchase a new home and because of 5/3 Bank 's error I am unable to move forward in my pre-approval process. 

I am seeking an end resolution that this delinquency be removed from my credit report so that my husband and I may buy a new home.

Company response to consumer: Closed with explanation