Consumer complaint received 2022-02-23
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I entered forbearance around XX/XX/XXXX due to me being furloughed from work because of covid-19. I made sure to stay in touch with the lender ( 5th 3rd bank ) through out the process. I qualified for two XXXX extensions due to my mortgage being a FHA loan. When I entered the last month, ( XX/XX/XXXX ) I began calling my lender to find out my repayment options and to see what I needed to do to get my mortgage situated to becoming current. I was waiting for some paperwork to be sent to me for a loan modification, which I never received. I called at least 10 times during the month of XX/XX/XXXX to see when the paperwork would be coming. I explicitly asked the 5th 3rd bank agents, am I still protected under the forbearance plan due to the fact that I did not receive and paperwork or any repayment options of any sort in which multiple agents assured me on phone calls that stated they were possibly being recored for quality assurance, that my protections under the Cares Act would be extended until everything was finalized. I asked multiple times were any derogatory comments or any negative actions be taken to my credit and they told me I was protected from that. Around XXXX XXXX I began receiving paperwork in the mail about that caused me concern about me getting ready to be in a stage of loan default. I called 5th 3rd bank as soon as I received the letters and was told I had nothing to worry about my coverage was still extended because my paperwork was not sent out yet and that it was a hold up due to the title not being cleared yet. At this time XXXX XXXX I still had not received any paperwork for loan modification or any type of repayment options. I was also receiving multiple calls from another department from 5th 3rd bank asking if I was able to bring my account current. I explained to them I was still waiting for the loan modification papers, I was put on hold and then told I was ok, just wait for the paper work to arrive. As of today XX/XX/XXXX I still have not received anything. I eventually kept calling them throughout the month of XX/XX/XXXX to see what was going on as I received more paperwork regarding possible default, the agent ( XXXX ) then told me they were noting my account to have the other department not to call or send such material and that my forbearance coverage and protections were still extended until I get my paperwork and review it and see if thats what I wanted to do. When the calls still kept on coming I then called back and said I want to get my payments reinstated due to me having fear of losing my home. I was told they would send me some paperwork for putting the owed amount on the back end. On XX/XX/XXXX I received a notice from my credit tracking services that 5th 3rd bank had left a negative comment of default to my credit report causing my credit score to plummet over XXXX points that day, I then called 5th 3rd bank 3 times that day and was told I was still being protected and to send a email to the loss litigation department and send a screen shot of the notice. I then did that as well and I called back again the next day when I received the same notice from XXXX XXXX XXXX. I was told on XX/XX/XXXX by a XXXX XXXX agent that my protections ended XX/XX/XXXX and then on the same conversation that I was still protected. She also told me that my paperwork was delivered and then that it was delayed after she checked the XXXX tracking number. I called back again the XXXX and was told they escalated this to a supervisor and that they would call me back. I then called back on the XXXX and was told the paperwork was delivered, upon me letting them know I did not receive the paperwork it was discovered that they sent it to the wrong address. I then received a call from a supervisor stating that he was sorry that they gave me wrong information and that my paperwork was sent to the wrong address and that my protections ended on XX/XX/XXXX And that he would reach out to a account specialist to see if they can get my credit report straightened out and that my protections are now being extended to XX/XX/XXXX. I let the agents know as well as the supervisor know that I entered the hardship not because of good fortune but because of financial hardships and that me losing XXXX points from my credit score would have catastrophic effects on my life and finances beyond measure. I have done nothing but what XXXX XXXX banked asked of me, I feel as if I am being pressured to make a choice ( XXXX ) with no paperwork, miscommunications out right contradictory conversations and just mis communication between the departments and staff at 5th 3rd bank.

Company response to consumer: Closed with explanation