Consumer complaint received 2022-06-23
Company: FIFTH THIRD FINANCIAL CORPORATION
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This complaint is related to XXXX Mortgage. 
On XX/XX/XXXX I received a call from my mortgage company that my mortgage payment had not been received. I explained that my records indicate the payment was sent on XX/XX/XXXX. The representative acknowledged that the payment was received and that they would ensure the payment was applied to my mortgage. 
On XX/XX/XXXX I received a second call from the mortgage company about not receiving my mortgage payment. I explained to the representative that I had previously talked with their office and was assured the payment was received. The representative again confirmed payment was received and would ensure that it was applied to my mortgage. I expressed concern that this payment matter needed to be corrected as it was not approaching 30 days and I didn't want it to impact my credit score. 
On XX/XX/XXXX, I called to inquire about the payment and was advised that the payment was not applied. I also learned that the the payment wasn't applied because it was short due to an increase in my escrow payment. This was the first time it was communicated to me that the payment was insufficient. I agreed to pay the shortage and requested that this delinquency not be reported to the credit agency as it was now 30 days before they communicated the reason for the shortage. They refused to accept responsibility for failing to communicate the reason the mortgage payment was not applied. I sent a request to the Office of the President at XXXX Mortgage requesting that this error be corrected. The office of the president responded that I had hung up before the representative could explain the reason for the shortage. I explained that that was not accurate. The representative assured me that the payment was received and that they would ensure it was applied. I requested a formal investigation including a review of the recorded taping. The office of the president claimed they reviewed the recordings and recited that I was told the reason for the payment shortage. This is categorically incorrect and false. I explained that the bank representatives on XXXX occasions assured me the payment would be applied. The bank employees did not explain that my payment was short or why the payment was insufficient. Moreover, the bank held my payment due to an escrow shortage... when they should/could have applied the at least part of the payment to the mortgage balance. This was a failure of the bank to communicate accurate information. If the information were communicated in both phone communications ( which were initiated by the bank ) then the 30 day delinquency could have been avoided. This is a failure on the bank... not on me as the consumer. The bank further states that they sent a communication about the shortage on XX/XX/XXXX. While I don't dispute this, I can say that the communication was not received until after the XX/XX/XXXX communication. Therefore, I was unaware that the payment was delinquent or why it was delinquent. The only communication I had was with the bank on XX/XX/XXXX and XX/XX/XXXX. I believe the bank has changed their response ( as noted above in the example where they indicated that I was unavailable for the representative to provide an explanation ... This is not true. They later came back with a separate explanation. I requested a copy of the recorded conversations and I haven't received them.

Company response to consumer: Closed with explanation