Consumer complaint received 2022-12-04
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
( XXXX ) I asked to Fifth Third bank for XXXX XXXX due to loss of income. 
( XXXX ) After 1 year I asked for 6 month extension to the forbearance. 
( XXXX ) In XXXX, XXXX XXXX sent me a loan modification offer with two options : balloon payment of the skipped amount or 40 year mortgage. 
( XXXX ) I opted for the 40 year mortgage. 
( 5 ) 5/3 asked me me to make XXXX trial payments for the 40 year mortgage starting from XXXX, XXXX and promised to send me loan modification documents to be signed and notarized. 
( XXXX ) I made the three trial payments but the loan modification didn't arrive me. 
( XXXX ) In XXXX, XXXX, I called 5/3 told them the loan modification documents didn't arrive me. I asked the agent if I can print the loan modification documents from their online portal. The representative said, the XXXX version is the complete and I need to wait. 
( XXXX ) In XXXX and XX/XX/XXXX, we had several calls wiXXXX XXXX XXXX they said I failed to return a signed loan modification in the given time and they said my loan modification application is closed. I asked 5/3 for the XXXX tracking number they used to send me the document and XXXX website shows the label was created but the mail was NOT delivered. I explained this on the many calls but 5/3 couldn't take any actions. 
( XXXX ) I insisted they send me the original loan modification again since they didn't mail it to begin with. Instead they mailed me a new loan modification with unfavorable terms and more than 200 more payments per month. I called and asked how I could be asked to pay XXXX extra dollars a month for nearly 40 year because a document they missed to send me. 5/3 agents couldn't help me saying 'I have to sign the new modification '. 
( XXXX ) In XXXX, XXXX I contacted XXXX XXXX and explained the above issues with my loan and 5/3. They promised to investigate and contact 5/3. 
( XXXX ) After XXXX was involved, 5/3 'realized " their mistake, called me with apologies and promised to send me the original loan modification. In XXXX, XXXX they sent the missed loan modification from XX/XX/XXXX. They also told me to make the a payment for the months of XXXX, XXXX and XX/XX/XXXX based on on the amount in the original loan modification os {$1700.00}. They also told me to keep paying this amount until the loan modification is finalized and applied to my account. 
( XXXX ) On XX/XX/XXXX me and my wife went to the local 5/3 branch for notary. We signed the loan modification and the branch employee notarized it. She also faxed the documents to the number listed. I paid {$5200.00} to bring the account current. I immediately mailed the original notarized documents to 5/3 using the mailing label they provided. 
( XXXX ) I tracked the package and after XXXX delivery status was updated, I called 5/3 to check if they have received the document. They acknowledged that the have received both the fax and the XXXX mail. 
( XXXX ) I paid the {$1700.00} in XX/XX/XXXX and XXXX, XXXX. In mid XX/XX/XXXX, when I logged on to make automatic payment, my account is still showing the pre-modifcation amount and my loan payment so far is not reflected on the mortgage balance. 
( XXXX ) On XX/XX/XXXX, I called 5/3 and asked why my mortgage is not updating. The rep said " the loan modification is not completed ''. I asked if there is anything they want from me. She said " Everything still stands and no action needed from you. The statement and amount due will update after the the loan modification is completed. '' ( XXXX ) In late XXXX, XXXX XXXX sent me an other loan modification with even higher amount. By now it is very confusing since they seemed to resolved the issue. 
( XXXX ) In XXXX, XXXX I called them and asked for a Supervisor. A supervisor named XXXX  spoke to me. I explained the what is gong on and he said he has to " research '' and get back to me. He called me after 5 days and said he is working on this with other departments. I explicitly asked him if my home in danger of foreclosure due tot the back and forth. I told him I will sign the papers even with bad terms. He said " I will take care of this. This is nothing to worry about. ". He has never called me since then and even I have called multiple times to get to him, no one was able to connect him on the line. 
( XXXX ) I have called 5/3 one or twice every week since XXXX, XXXX. Every rep says " they is {$40000.00} due on you loan. Can you make the payment today? '' I tell them I am making monthly payment based on the XX/XX/XXXX signed loan modification. But they don't seem to see that modification and keep on telling me I behind in my payment. I ask them to speak to a manager to help but the manager lines either don't connect or the 3 times I was able to speak to a manageXXXX they all promised to research this " complex '' loan and call me back. They have never called me back. 
( XXXX ) On XX/XX/XXXX I contacted XXXX and explained my situations again. They promised to investigate and get back in 15 days. 
( XXXX ) On XX/XX/XXXX I called 5/3 to check my loan staus. In a SHOCK OF MY LIFE, the rep told me my HOME is going to be FORECLOSED and there is a XX/XX/XXXX sale date on it. With great pain, I just asked if an other supervisor can call me. The rep agreed and also promised to send me an other document to help me stop the foreclosure. 
( XXXX ) On XX/XX/XXXX a supervisor named XXXX XXXXalled and basically told me I am at fault for everything. I calmly told her I have singed 40 year loan XXXX XXXX at hand and offered to email her a copy. She refused saying the case is now handled by a different department. She still couldn't figure out what happened pend to all the money I paid every month since XXXX, XXXX. She promised to call me Monday XX/XX/XXXX. She told me to call back if she isn't reaching out. 
( XXXX ) I am currently sleepless in the cold winter having my family 's dream shattered in front of my eyes. I have not received any document or even verbal communication indicating my home is at risk of foreclosure until 2 days ago. I have been through unnecessary personal burden as a result of XXXX 's mishandling of my mortgages.

Company response to consumer: Closed with explanation