Consumer complaint received 2021-04-19
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We placed our mortgage with Fifth Third Bank on forbearance XX/XX/XXXX through XX/XX/XXXX, we started to pay our mortgage again in XXXX of XXXX with additional funds to make up for the months that we missed. In XXXX of XXXX we completely caught up the amount that we owed. We in XXXX of XXXX received a collection call from Fifth Third Bank and they stated that we were past due, at that point all monies were paid in full. In the end of XX/XX/XXXX Fifth Third Bank reported us 120+ days past due reporting us late on payments from XX/XX/XXXX through XX/XX/XXXX and that dropped my credit score over 100 points. I found out about the credit reporting while trying to secure an auto loan. 
We pay everything online with Fifth Third Bank, we received no information from Fifth Third Bank on our forbearance period timeline online or by mail. They will confirm this, one of the many Fifth Third Bank representatives that we have talked to about this issue told us that the information about our forbearance would be on page 3 of our online statement. While on the phone with her she walked us through how to find the information and confirmed that it was not on any of our statements. 
The reason we received no written information about our forbearance is because they had the incorrect contact address. They ( Fifth Third Bank ) say that when my wife changed the contact information on this loan that we share that they only changed her information and not mine and that they only send information and only contact the primary co-loan holder and not the other co-loan holder. They never sent the forbearance information to the address of the property on the loan either. We have asked for a copy of this letter and have been told twice that the letter would be sent to us, it has been 2 1XXXX months since we were first told that we would receive a copy of the letter and we have yet to. We were recently told by another Fifth Third Bank customer service person that we needed to make a decision on repayment options for this forbearance on XX/XX/XXXX, that this information was in the communication that we never received and they verified that we never received. We on our own repaid the entire forbearance on XX/XX/XXXX. All monies owed were paid 12 days after this repayment decision date that they say we had. 
We thought we were paying our forbearance early by starting the payments early, we paid off the entire amount with in 30 days of when it was due on our own with no guidance, they were paid in full 12 days after the forbearance repayment option date and yet to them we are 120+ days late because we apparently missed a date that they only knew of. We have no late payments on any of our credit until this reporting, we always pay on time and now we are considered seriously delinquent and reported as such. 
We have been told by the latest Fifth Third Bank representative that they will not remove the 120+ days late from our credit report, he will not let us talk with or be given his supervisors contact information and that we can no longer escalate this with Fifth Third Bank.

Company response to consumer: Closed with explanation