Consumer complaint received 2017-10-27
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I fell behind with my mortgage with XXXX XXXX due to my hours being cut. I contacted XXXX XXXXXXXX XXXX who is a non-profit agency in XXXX XXXX, MI that offers free housing counseling. I met with XXXX XXXX who is one their housing counselor. He helped me complete a lost mitigation application & hardest hit fund application. I signed all of the paperwork including XXXX XXXX XXXX third party authorization and XXXX 's third party authorization. XXXX emailed the missing documents and third party authorization to XXXXXXXXXXXX & XXXXXXXXXXXX who was point of contact on XXXX/XXXX/XXXX. He also included me on the email. He got a call from XXXX on XXXX/XXXX/XXXX asking him for proof that I had a reduction in hours. She wanted paystubs from XXXX & XXXX. The hardship affidavit stated that no proof was required if underemployment was my hardship. I was n't sure if I could get the paystubs they needed on time because XXXX needed those documents by the end of that day. XXXX told XXXX that he could send her my XXXX & XXXX tax returns. There was a reduction from XXXX to XXXX. The paystubs I included showed that I was working less than 40 hours each week. I was moved to a different plant and I am expected to work at least 50 hours each week. XXXX submitted a letter from my employer explaining my new hours along with my tax returns. XXXX called XXXX to see if we were able to get the paystubs and he told that we were n't able to. She asked to email her the tax returns & letter to XXXXXXXXXXXX & XXXXXXXXXXXX on XXXX/XXXX/XXXX. We were able to get paystubs from XXXX to XXXX the next day XXXX/XXXX/XXXX. XXXX emailed those to XXXXXXXXXXXX & XXXXXXXXXXXX. I have attached copies of all the emails sent by XXXX to XXXX. XXXX explained to me that I needed to give them a few days to review my application. I sent XXXX an email on XXXX/XXXX/XXXX to see if he had any updates. He told me that XXXX XXXX XXXX ( Hardest Hit Fund ) was still reviewing my application. However, he could not get any updates from XXXX. XXXX told XXXX that he was n't authorized to get any information on my account on XXXX/XXXX/XXXX. They stated that they could not find a third party authorization on my account. He told the representatives that he had sent the third party authorization by email and that he had gotten 2 calls from XXXX regarding my account on XXXX/XXXX/XXXX. He asked to be transferred to XXXX and the representative told XXXX that her department was already closed. He contacted XXXX again on XXXX/XXXX/XXXX and both representatives told him that there was no third party authorization. He asked to be transferred to XXXX and they told him that there were some issues when dialing her extension. They provided him with her phone XXXX ext. XXXX and told him that they would send an email to her asking to call him back. XXXX did not get a call so he called her at XXXX. She told XXXX that she did not know who he was and that she never talked to him. XXXX gave her exact dates and times of his conversation and emails from XXXX/XXXX/XXXX. She had no notes of the contact she made with him. XXXX explained to her over and over again that he had already talked to her and that he was the one that submitted my documents. She was able to find the third party authorization and told XXXX that it was n't valid because his name was not written by hand but instead if was typed. XXXX & I both signed our names by hand. He typed all the information needed to make sure everything was legible. It looks like XXXX is giving us the run around. Why would 4 different representatives state that no third party authorization is on file and why would XXXX deny the fact she has already made contact with XXXX twice by phone. The first time she called XXXX she stated that he was calling him because he was the authorized third party on my account. I am 5 days away from losing my house. We have turned in everything they have asked for in a timely manner.

Company response to consumer: Closed with explanation