Consumer complaint received 2021-12-15
Company: FIFTH THIRD FINANCIAL CORPORATION
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I need to start with some background before jumping into the problem for you to get the magnitude of this issue. My mortgage was sold to a different bank from MB financial to Fifth Third Bank approx 3 years ago. During those three years, I filed for bankruptcy due do my health issues and credit debt and have been intensely working with my attorney and trustee to not miss a single payment and stay on track. I have since XX/XX/XXXX with confirmation numbers of each transaction for each mortgage payment. Also working my XXXX off to do so with everything that's going on in the world. Since I'm near the end of my XXXX XXXX, I saw I've completely paid Fifth Third Bank my past dues that they settled a certain amount approx XXXX in court XXXX. I received an escrow surplus statement saying I have a surplus in my account of {$2400.00} and I should receive in about a week, IF my payments are up to date. Excitedly I called to make sure everything was Kosher with my account. Come to find out, nothing was kosher about it. They said I was in forbearance which was not to anyone elses knowledge because I havent paid any payments. I indeed did pay but XXXX cents less. I let them know my handicapped situation and apologized for my error. They decided to audit my account to apply payments and see what I owed become on other months I paid XXXX $ more. I know now that was wrong and I now pay to the very penny the statement says my mortgage payment should be. {$920.00} and some change. The audit took two months because they haven't applied my bankruptcy payments or my regular mortgage payments. After the two months, XXXX reports back that its done and I'm two months of no payment. I said OK can you tell me which two months are showing up as unpaid and he said he could not that he could only tell me it was done and that someone would be in touch with me. This is when I started documenting everything to my bankruptcy attorney who can not get a reply from their attorney. They have been withholding my escrow surplus check in a phantom account and will not provide me any information about it. In XX/XX/XXXX they sent me a statement that had so many errors it wouldn't be possible to be like a thousands of dollars in payment and a negative bankruptcy balance. XX/XX/XXXX i received an " escrow surplus check '' of {$540.00} which was 1/4 of the original payment. I call to dispute this as well. They said there was an open case and that my account had hundreds of notes. Im concerned this is messing with my bankruptcy and my XXXX XXXX and XXXX  and XXXX  has dramatically increased which means more flare ups and doctors for me. I've been completely defeated by this company. They then told me that the XXXX was my escrow check because the did a re-analysis not to my knowledge and can not provide me documents on that as well. They said they took the other money to pay the " shortage '' they couldn't prove to me and allow me to check my documents and confirmation numbers. They never wanted them once actually. They have yet to show any physical paper or email document of what they did. My account has countless " unapplied '' credits from my trustee and they won't apply them until they create the full payment which is bogus because he can send diff dollar amounts each month depending on how the money flows with the trustee. I'm ready to take further action for the unnecessary distress this has had on me, my psyche and well being. My finances are in shambles right now and no one can provide any documentation of my account. i have not a clue of where my money is or how it is handled. I have over 30 phone calls some over an hour long. I also have countless messages of trying to get this situated since XX/XX/XXXX. They have actually mocked me and dismissed me virtually and on the phone and I do not want this to impact my life anymore. 
Please Help. 
XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation