Consumer complaint received 2020-06-24
Company: FIFTH THIRD FINANCIAL CORPORATION
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
My mortgage Lender Fifth Third Bank During the midst of the Coronavirus pandemic did not receive my XX/XX/2020 mortgage payment ( Due XX/XX/XXXX ) in a timely fashion due to USPS delivery issues. During this time of the pandemic USPS deliveries were not working on normal schedule and had many delays and other issues. 
Once I received the XXXX Mortgage Payment Statement near the end of XXXX I noticed that Fifth Third Bank stated they never received my previous month 's mortgage payment and I was required to pay both. Simultaneously I received the mailed out check returned from USPS. I immediately called Fifth Third Bank and informed them that my previous months payment was just returned to me and that I would immediately mail out payment for 2 months totaling {$4100.00} via check # XXXX and apologizes profusely. I was told that I could make an " electronic payment '' which is something I have NEVER done and was not comfortable doing at the time. I subsequently mailed out USPS priority mail check # XXXX and saw that it was deposited by Fifth Third Bank on XX/XX/2020 according to my XXXX XXXX  account digital copy of the cleared/deposited check. I then proceeded to call Fifth Third Bank on XX/XX/XXXX to confirm that they received the payment for both the past due balance and the current month to bring me current. The representative that assisted me stated my payment was received and I was current and that at my request were going to remove the Late Payment Charges as this was anomaly given my Payment History over the last 10 years of NEVER making a late payment OR missing a payment. At this juncture there was NEVER a mention about them reporting this late payment to the credit reporting agencies. However ALL OF A SUDDEN I received an email from XXXX  whom I pay for credit monitoring telling me that due to recent missed payments my credit score which was previously approximately XXXX had dropped to XXXX. When I called to speak to an agent to discuss this atrocity I was told by the first representative that Fifth Third Banks policy is to report any late payments ( defined as 31 days or more after due date ) to Credit Agencies. When I inquired to date of receipt of my payment I was told the payment was not received until XX/XX/2020 which is NOT true as I have proof it was deposited in Fifth Third Banks account on XX/XX/2020 which means they most likely receive my check via USPS on Saturday XX/XX/2020. 
Additionally when I felt that this response was not adequate I requested to speak to a Supervisor who also repeated to me the same patronizing jargon. When I reiterated to the supervisor that I cant control the quality of the USPS delivery service DURING A GLOBAL HEALTH PANDEMIC that left many Americans sick or at home as per government shelter in place regulations causing multiple delays in USPS service I was told that this is our policy so oh well there is nothing that I can do for your sir which I thought was quite unjust. All I requested is for Fifth Third Bank to remove this stain that they unjustly put on my credit report regarding this payment and of course I was told this was not possible. At this juncture I am fed up with the bureaucracy and rigidness of their policies. When I explained to the Supervisor that I will be contacting the CFPB to file a complaint at that juncture I was told that I would receive a phone call from The Office of the President later that day regarding this matter. That was on XX/XX/2020 and as of today XX/XX/2020 I have not received a phone call on the number I provided/associated with my mortgage account ( XXXX ) XXXX. I am highly disappointed in the unfair, unjust, and generally distasteful manner in which this situation was handled. I would greatly appreciate resolution that involves Fifth Third Bank removing the missed payment comment from the Credit Reporting Agencies XXXX, XXXX, and XXXX.

Company response to consumer: Closed with explanation