Consumer complaint received 2021-09-30
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I was laid off in XX/XX/XXXX through no fault of my own due to COVID-19. I entered a forbearance program to defer the payment of my mortgage until I was able to secure employment I have continued received letters from 5/3 Bank with Mortgage Loan Statements requesting payment of the total amount due. The last letter showed that monthly payment were {$96000.00} and the total amount due was over {$18000.00}. 
When I learned that I obtained employment and was going to start working again in XX/XX/XXXX, I contacted the bank at XXXX to let them know I wanted to defer the past due amount and start making payments again to retain ownership of my home. 
In XX/XX/XXXX, I received a letter through the XXXX. This letter requested a payment in XX/XX/XXXX of {$990.00} to enter in the deferment agreement. It also stated that there were 19 payments to be deferred, 0f {$10000.00} principal and interest and {$5400.00} of other amounts to be deferred, for a total of {$15000.00}, and that the next scheduled monthly payment due date will be XX/XX/XXXX. I call the same number above to explain that it was confusing for them to request payment in XXXX and then estate that the payment was due in XX/XX/XXXX. I also realized that from XX/XX/XXXX to XX/XX/XXXX there were 19 months ... so that meant that the payment of XXXX was also deferred according to them, but they were requesting that monthly payment. 
In XX/XX/XXXX, I received a second letter through the XXXX. This letter stated the agreement was entered XX/XX/XXXX, and showed EXACTLY THE SAME AMOUNTS OF PRINCIPAL AND INTEREST AS WELL AS OTHER AMOUNTS TO BE DEFERRED FOR THE SAME TOTAL OF {$15000.00}, However, this letter stated that only 18 months were deferred. I called the same number and requested to know why the amounts were the same, the date of entering agreement was XX/XX/XXXX, and the number of months only 18. The rep told me that the first letter was wrong and I was to receive a second letter. I told him again and again that I already received the second letter but the number were the same but with a month less of deferment. 
At this point, i am extremely confused. My Mortgage XXXX XXXX showed over {$18000.00} and if I multiply the regular monthly payment of {$960.00} times 18, I get {$17000.00}. Then the two letter received in the XXXX show only {$15000.00} as a total and they request monthly payments of {$990.00} ; the first letter showed this amount of 19 months to be deferred, the second letter for 18 months...

At this point, I don't know what is my regular payment, how much are they deferring, and what is the amount of escrow i am paying and if I am deferring some of that too ... What are the Other Payments to be Deferred? My XXXX XXXX XXXX are {$130.00} plus {$430.00}, and the escrow showed in the XXXX XXXX XXXX {$390.00}. 

XXXX x ( XXXX ) = {$10000.00} - This is the same reflected in the deferment letter XXXX x XXXX = {$7000.00} This is not the same, they show only {$5400.00} ... What is this amount? The taxes? Annual taxes according to XXXX 's website are {$3900.00}... 

This is why I am so confused... I want to know what I am paying ( what are the other amounts due? ), when I am suppose to pay ( XX/XX/XXXX or XX/XX/XXXX ), and how much is my monthly payment ( {$960.00} or {$990.00} ), and how much is the outstanding principal balance after I am defer 18 months.

Company response to consumer: Closed with explanation