Consumer complaint received 2017-07-21
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I called Fifth Third to inquire about refinancing my home as my husband was unemployed and we needed to get out the adjustable rate loan we were currently in. They suggested programs that were n't right for us ( HAMP ) and did n't offer the ones that have been a solution for our situation ( HARP ). I called XXXX XXXX and was informed that we were in fact eligible for HARP! I have asked several times for a manager to call me and explain why HARP was never offered. No one has called me. I have since called into Fifth Third on numerous occasions and asked for the HARP department. I was told they did n't have a HARP department. See the trailing documentation on my journey with Fifth Third : XX/XX/XXXX Called the REFINANCE GROUP and spoke to XXXX ( XXXX ). Explained that my husband had lost his job and that I was interested in refinancing in an attempt to reduce our payments and correct the ADJUSTABLE RATE MORTGAGE that we have had since XXXX*. He looked into my accountand stated that a refinance would cause our payments to increase. He suggested calling the MODIFICATION DEPARTMENT. XX/XX/XXXX Called the MODIFICATION DEPARTMENT and spoke to XXXX. I explained my situation in detail and he said that there was a program that we may be eligible for and I needed to fill out an application. XX/XX/XXXXCompleted appliation and faxed to XXXX with a Letter of Hardship. XX/XX/XXXX thru XX/XX/XXXX Worked with XXXX XXXX : HOMEOWNERS ASSISTANCE CUSTOMER CARE SPECIALIST on all the required information needed for the loan application. XX/XX/XXXX ( Monday ) Finally, XXXX XXXX XXXX  RETENTION SPECIALIST, called stating that he needs current check stubs for my husband. XX/XX/XXXX I emailed my husbands check stubs to XXXX XXXX. XX/XX/XXXXI emailed XXXX XXXX asking for status updateXX/XX/XXXX XXXX XXXX replied that a decision has been rendered and I would receive it in the mail and if I had questions or concerns that I could contact my single point of contact, XXXX. XX/XX/XXXX I emailed XXXX XXXX asking for more information regarding the decision and to email me a copy of the letter. He did not respond. XX/XX/XXXX XXXX stated that I should apply again. I called XXXX and requested that I do NOT want to work with XXXX XXXX again. She stated that unfortunately it is whomevers turn it is when my application comes in. She emailed me the application again which included the FHA HAMP RET HARDSHIP Affidavit. XX/XX/XXXX Emailed my paperwork in to the XXXX -- - AGAIN. XX/XX/XXXX I emailed XXXX as I did not receive confirmation that my application was received. XX/XX/XXXX XXXX responded asking me to call her so she can provide an update. XX/XX/XXXX I emailed my application, hardship letter and other documents that I had sent in XXXX. XX/XX/XXXX I emailed XXXX as a Fifth Third representative came to my house and asked my husband to verify his name and our address and I was terrified that because we were 2 payments behind, we were going into foreclosure. XX/XX/XXXX XXXX XXXX emailed me tp say he received my application. XX/XX/XXXX XXXX XXXX called and stated that we " could '' be approved for a modification loan with a 4.25 % interest rate which would increase our monthly payments at least by {$500.00}. The interest rate we have now is better 3.29 %. I told XXXX I thought the point of a modification loan was to help homeowners who were struggling due to hardship. We want to keep our home but fix the ARM to a fixed and pay on the principle. He got frustrated with me and told me that if I wanted, I could call XXXX XXXX as they were the originators of my loan. XX/XX/XXXX I got online and researched XXXX XXXX and the loan programs that were available. HARP is the one that would have been perfect for us and our situation. XX/XX/XXXX I called XXXX XXXX and spoke with XXXX. He stayed on the phone with me for well over an hour answering all of my questions. XX/XX/XXXX I called XXXX explaining my frustration at this whole situation. I was elgibile for HARP in XXXX until I missed 2 mortgage payments and yet it was NEVER offered or even mentioned to me. I have been trying to get assisance for 5 months and I have explained my situation over and over about needing lower payments and to get out of the ARM. HARP would have been perfect for us. I explained to XXXX that I felt XXXX XXXX did n't have my best interest in mind. I asked to speak to XXXX 'XXXX manager and XXXX said that she would contact them and ask them to call me. XX/XX/XXXX XXXX XXXX as I have not received a call from XXXX 's manager. XX/XX/XXXX XXXX XXXX as I STILL have not received a call fromXXXX XXXX manager. I asked for a name and number to the director /manager of the modification loan department and that information was not given to me. XX/XX/XXXX Filed complaints with the Ohio Attorney Generals Office, The Better Business Bureau and 2 local newscasters. XX/XX/XXXX to PRESENT - Continuing to work with XXXX XXXX : Director of Consumer Advocacy Consumer Protection Section Ohio Attorney General XXXX XXXX.

Company response to consumer: Closed with non-monetary relief