Consumer complaint received 2016-11-16
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MI
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I received my escrow analysis along with a notice that there is an escrow shortage of XXXX and I can either pay it now or it will be added to my monthly mortgage payment next year ( XXXX/month ) if I take no action. I looked at it and immediately saw the problem. My homeowners insurance was paid in XXXX XXXX in the amount of XXXX. They then show an estimated payment for the same insurance of XXXX scheduled for XXXX. Both insurance charges appear in the actual column ( even though the XXXX states it is an estimate ). My actual column on the analysis ends in XXXX of XXXX with negative XXXX. They project it out further to XXXX of XXXX to determine the shortage of XXXX. The issue is that they are counting my insurance coming out twice ... once in XXXX ( which was already paid ) and once in XXXX ( a higher amount of XXXX - the total from last year ). They show my current escrow account balance as XXXX, when in reality I have XXXX in my escrow account as of XXXX XXXX, XXXX. I contacted them several times and spoke with several different customer service reps, all of whom were very rude and condescending. They requested a new analysis for me. In meantime, I received a letter ( after they paid the insurance in XXXX, that they do not have proof that my insurance was renewed nad gave me a number to fax the declaration page. I faxed it on XXXX XXXX ( I saved the proof that the fax was successful ). I spoke to another agent on XXXX XXXX, who told me they do n't have my insurance info. I faxed it again on XXXX XXXX ( saved the proof again ). I faxed it on XXXX XXXX and XXXX XXXX. I received another call on XXXX XXXX telling me that the analysis is correct. I asked her how that could be when my insurance was paid in XXXX. She first said that they have another insurance payment scheduled to come out in XXXX ( the analysis said XXXX, but of course XXXX came and went and no additional payments were made ). Then she stated they did n't know what the XXXX was for even though they paid it. I explained that I 've faxed the info several times, and I wanted to know where else I could send it right then. She said they do not need any additional information. I could n't believe what I was hearing. I do not have a shortage. They paid my insurance and I sent them proof several times that it was the insurance that was paid and it was for the correct period. They state that the escrow department does not have a direct number and will not allow me to speak with anyone else. I asked for a manager only to be told that " they will tell you the same thing. There is no one else to speak with. '' I asked her for her last name and she refused to provide it. There is XXXX accountability within that company. I created my own analysis projecting the correct numbers beginning with my actual escrow balance of XXXX as of XXXX XXXX, and by XXXX XXXX, XXXX ( after all XXXX insurance and taxes are paid ) they will have XXXX of my money, well over the allowable two month cushion of XXXX. Instead of a deficit, they actually currently owe me money as they based my XXXX payment on the XXXX insurance payment when it was only XXXX. I feel like they are trying to get an interest free loan of my money, and I am not okay with this. There is no shortage - there never was a shortage, and there will never be a shortage and they can see that, but no one will listen to me. Now they are trying to force me to pay an additional XXXX/month for absolutely no reason. I have proof. I have retained all of my paperwork and would be happy to provide it. Time is of the essence as my next payment is due XXXX XXXX.

Company response to consumer: Closed with explanation