Consumer complaint received 2016-02-04
Company: FIFTH THIRD FINANCIAL CORPORATION
State: NJ
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XXXX/XXXX/16, I sent a {$25000.00} cashier check from my XXXX Bank to Fifth Third Mortgage at XXXX. XXXX XXXX, XXXX, OH XXXX to pay for part of my mortgage principals, via a certified mail with a return receipt. I have my name and mortgage account number clearly shown on the Cashier 's check at the XXXX line of " Pay to the order of Fifth Third Bank ''. On Friday, XXXX/XXXX/16, my cashier check was delivered to Fifth Third Mortgage at XXXX based on the USPS Tracking number XXXX. I contacted Fifth Third Mortgage on XXXX/XXXX/16, to inform them that my cashier check arrived at their Fifth Third Mortgage and requested them to confirm. The first-line rep at Fifth Third Mortgage told me there was n't any ways to confirm status, then escalated me to XXXX XXXX, a manager. XXXX took the call and asked for my USPS Tracking number and verified at USPS.com just like that I did. XXXX XXXX told me my cashier check should be processed overnight on XXXX/XXXX/16, and she placed a " task order '' to ensure my cashier check would be deposited to my mortgage account and pay principal only. XXXX stated that there were n't any phones that she could call at the Payment Processing center to obtain status. On XXXX/XXXX/16, I checked my Fifth Third Mortgage account online and did not see the {$25000.00} bank cashier check deposited in my mortgage account. On XXXX/XXXX/2016, I called XXXX immediately using her direct number and left a voicemail. XXXX called me back and stated it did not process, but she could not explain to me how long it would take to process a {$25000.00} cashier check and what the procedures are. XXXX told me again there was no way she could call the Payment processing center to inquire any status. This was like an internal firewall between Mortgage Rep and the Payment Processing Center. Since XXXX/XXXX/16, XXXX has neither answered my phone calls nor responded to my voicemails on this matter even she offered to monitor my account since XXXX/XXXX/16. On XXXX/XXXX/16, I still have not seen the cashier check deposited in my mortgage account as I checked. This time, I was able to reach to another supervisor, XXXX ( Employee ID # XXXX ), and she told me that she could not do anything either since XXXX has put an investigation on it but XXXX did not tell which day the investigation was set up. I explained to XXXX that XXXX has not responded to me since XXXX/XXXX/16. XXXX said that she noted in my account and copied to XXXX boss about the situation and told me they should get back to me, but I still have not received their responses. On XXXX/XXXX/16, I consulted my XXXX Bank again to find if my cashier check was actually cashed and the XXXX Bank rep informed me that the cashier check has not been cashed yet. Therefore, the Fifth Third Bank Mortgage has not even processed my mortgage payment in 4 business days ( XX/XX/XXXX/16-XX/XX/XXXX/16 ) after they received my check on XXXX/XXXX/16 at XXXX XXXX. The XXXX bank rep told me that it usually takes 2-3 business days to process a cashier check to pay for principal in a mortgage account. Obviously, this is not the case for Fifth Third Mortgage in XXXX, OH. Can you please assist me in investigating this case with the Fifth Third Mortgage due to this is unprofessional/unacceptable services from the Fifth Third Mortgage. As of XXXX/XXXX/16, I have not obtained any status on the progress of the mortgage payment with my cashier check sent to Fifth Third Mortgage. They simply could not even provide me with status of their progresses in their Mortgage payment processing due to their internal firewall that can not make any phone calls to their backend Mortgage Payment Processing Center. Any assistance that you may be able to offer would be most kindly appreciate it. Thank you.

Company response to consumer: Closed with explanation