Consumer complaint received 2018-06-12
Company: FIFTH THIRD FINANCIAL CORPORATION
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
On or about XX/XX/XXXX, I received notice from Fifth Third Bank ( 5/3 ) that my mortgage was in foreclosure. I was shocked and confused as my mortgage is paid automatically every month via my XXXX checking account. When I checked my bank statements, every check had been cashed. As I later learned, 5/3 had cashed my mortgage payment, but refused to apply it to my loan because there was a shortfall in the escrow account of approximately {$80.00}.

As of about XX/XX/XXXX, 5/3 said that I had missed 2 payments ( both due to same process ). However, I still had not received a reimbursement of my 'non-applied funds ' so had no idea that my two payments of {$1500.00} had not been applied, NOR did I have the use of that money, since the payments were cashed by 5/3! I received the first of these reimbursement checks literally one or two days after this happened. It was dated XX/XX/XXXX - and this was about XX/XX/XXXX!

I had not received a call or an email on this IMPORTANT matter so I immediately called Fifth Third, and was told by a VERY rude and condescending representative that they sent me a letter. Unfortunately, I missed this 'letter ' because I receive SO MANY SOLICITATIONS from them asking me to refinance my loan, that I have essentially been trained to ignore them. Mind you, this notice was sent in the exact envelope that their junk mail was in - it was not marked any differently than a solicitation.

After numerous calls and long hold times, I was told that they don't email regarding a foreclosure ( although they emailed me about other topics so they had my email address ), and they tried to call me, but that the phone was disconnected. It wasn't - they had my phone number incorrectly documented in their files.

In late XX/XX/XXXXor early XX/XX/XXXX, someone came to my door and asked my name and confirmed that I was living in my home. I asked what it was about, and he said it was no problem, just that 5/3 was confirming that I lived there. I asked again if everything was ok, or if I needed to do anything and he said no that it was just routine. In hindsight, I should have called 5/3 to verify, but he reassured me that all was fine. I double checked my bank and confirmed that my checks had been sent on time and had been cashed ( and I work two jobs and am a single mom ), so I went about my day. So apparently 5/3 was willing to PAY someone to come here to see if I was living in my home, reassure me that nothing was wrong, but couldn't be bothered to send an email, or send a letter that presented as something other than their standard bi-weekly solicitation, or do a quick google search or phone book check to get my correct phone number. I'm listed.

I have had my mortgage with 5/3 since XX/XX/XXXXand have never missed a payment, nor have I ever been late for a payment.

5/3 reported to the credit bureaus that i had two payments that were past 30 days late, so my credit rating plummeted about 200 points!! I requested from the supervisor to have those reports rescinded once I paid all their penalties and immediately transferred them both of my payments. At this point, I am still out of pocket FOUR mortgage payments. I have called and attempted to escalate and was repeatedly denied. I am appalled at the treatment that I received and will NEVER do business with this company again. After more than a year of working two jobs, I finally have restored my credit ( but still have 2 mortgage payments past 30 days showing up ) to the point that I can refinance my mortgage. Even if it costs me a little more to refi - I don't care - it will be worth it to get away from this disreputable and ANTI-customer service company.

Company response to consumer: Closed with explanation