Consumer complaint received 2021-01-13
Company: FIFTH THIRD FINANCIAL CORPORATION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Myself XXXX XXXX and my daughter XXXX XXXX are filing this complaint jointly. We went into the Bank Fifth and Third ( XXXX XXXX XXXX, XXXX XXXX Fl XXXX ) to inquire about taking out a mortgage loan for a new purchase. We were informed to contact Mr. XXXX XXXX NMLS # XXXX Mortgage Loan Officer. 
Our experience was very awkward and unprofessional to say the least. Mr. XXXX sent us a link to start the application. Our gold was to get a preapproval so we could submit an offer on a new home. When we filled out the application, we put in the address of the home we were looking to purchase and this in turn started a full application in the banks system. MrXXXX XXXX stated we should not have put in the address as yet and stated he could not give us a preapproval. After conversing we informed him a preapproval was needed to put in an offer. He emailed an email with a paragraph not in a true fashion letter head document from the Bank outlining loan terms etc. but a paragraph basically stating we were preapprove but no say about loan terms such as conventional, fixed and interest rate. We thought this was very odd as both of us were homeowners and been through the process. Even our realtor thought this was odd. He also came flat out and stated he can not give me an interest rate in the preapproval. 

As such we had to insist for a preapproval with the loan terms on it. He stated he could not send one because he was at the auto dealership. This was a red flag to us as this seemed to be unprofessional for a bank professional to say. The situation got stranger after Mr. XXXX stated he was going to close out the loan application we had filled out online and start a new one. But to no avail. 
Mr. XXXX did not close out the first application we filled out online. We started to receive extensive mail from the Bank which was sent via postal service to my home address rather than my mailing address which I stipulated in the application. The mail that was sent to my home address was not delivered by the postal worker but by a neighbor. The mail was open and to add insult to injury it had all our personal information enclosed with full social security, full bank account number, amount of money in each bank, job information, income information etc. This was a security breech as this Bank was given my PO Box and sent it to the physical address in which I stipulated in the application my PO Box address. 

When I emailed Mr. XXXX in regard to closing out ALL APLICATIONS with this Bank and seize from sending out my personal information he refused. He stated to us via email that it is ok to send to our home address. WHAT?? He also stated he will close out the application. BUT TO NO AVAIL. He has not closed the application out and numerous unsecured documents are being mailed to my home address until this present day. 

I XXXX XXXX spoke with Supervisor XXXX on the XXXX corporate line on XX/XX/XXXX and requested the application to be closed and to refrain from sending our personal information out. XXXX stated she will immediately contact the Branch manager where Mr. XXXX work. She also said someone will call me. But to no avail. We are still getting mail and the application is still open because we are still receiving emails that it is. 

I received a call from bank rep. XXXX XXXX to come in and she or her supervisor will close out the loan and they will talk to MrXXXX XXXX. WE went into the Bank on XX/XX/XXXX and closed out our accounts because of this matter. When the teller asks us why we were closing the account I told him of the fraudulent activities that was going on with Mr. XXXX. But he refused to document it. When We went into the XXXX XXXX Fl Branch, we were ignored by the branch manager and Mrs. XXXX who turned her back and who refused to speak with us in regards. A white lady that works on the platform area whose office is on the left side when you walk in also ignored us and did not give us any service in regards. 

We would like this Bank to close out our mortgage application immediately and seize sending out documents with all our personal information which is a security breach. 

The workers need in service. Mr. XXXX needs to be investigated and fired. What is he doing with people 's personal information? 
If you need to see the emails in regard as proof, please let us know. we will submit.

Company response to consumer: Closed with explanation