Consumer complaint received 2024-02-27
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: FIFTH THIRD FINANCIAL CORPORATION (IL)

My complaint is against 5/3RD bank. 
When my wife and I went to purchase a car on XX/XX/24, we ran into issues due to the way 5/3 reported our mortgage. We were classified in a way which meant we didnt pay our mortgage for 5 months due to XXXX XXXX. This is 110 % false. 
Weve always paid our mortgage on time, period. Weve never been late. Weve never missed a payment. Weve never made a partial payment. How we were notated as getting 5 months off is beyond me. Surely this wasnt a mistake, but more likely, something done to many folks outside of their knowledge, which is a load of XXXX. Youre telling me I could have got away with not paying my mortgage for 5 months? I would have liked to know that was an option. But no, nothing was told to us, yet we were classified as having taken advantage of that? We werent told that either. 

Furthermore, I called the bank, the minute I was told this information inside the car dealership. This information, which was impacting my interest rate, which would cost me money, was false ; I told the representative as much. She responded that I need to fix this with the credit bureaus excuse me? So you mess up ( more likely purposely report this for some reason of gain for the bank ), and Im supposed to fix this? I asked her to explain how that made sense. I asked her to explain it to me like I was XXXX XXXX XXXX, followed up by, asking her to transfer me to a supervisor ; she responded that I was being combative, and she would not transfer me huh? I was upset, rightfully so, but I did not use foul language ; I did not insult her. 
On the contrary, I was insulted, due to this false accusation that 5/3 felt their right to make against me. You would have thought theyd be more than happy to resolve this issue the minute I reported it to them. Instead, they refused to transfer me to a manager, and told me to resolve it ; this isnt exactly the type of service I expect from my bank, but based on what they had already done, I guess it shouldnt have been surprising. 
The next day ( XX/XX/24 ) my wife followed up ; at least she received some help. She was transferred to a forbearance representative, who told her this designation was due to our area being in a flood zone ; excuse me? First time were hearing this ; were never told this before nor did we agree to any type of adjustment on our mortgage payment schedule. After an hour long discussion about this, the rep told my wife a supervisor would call her back in 24-48 hours. Well, if you havent guessed by now, that didnt happen either ; my wife waited over a week to follow up. When she called back on XX/XX/24, her experience was much different much more similar to mine. A representative named XXXX XXXX I wish I would have got my persons name ) basically talked over my wife, refusing to listen to her ; how is this OK? This rep told my wife we took care of it ; why dont we believe her? Im just scratching the surface with this conversation ; I would suggest someone pulls this call thats being recorded for training purposes for further details. It was totally unacceptable the way this rep acted, especially considering, again, that 5/3 is in the wrong here. Totally ridiculous! Still, to this day, weve had XXXX follow up from any one from 5/3. I wish I could transfer my mortgage to another bank immediately but, oh yeah, I still have work to do to clean up the mess made by 5/3 Now, I need to pull all my credit reports and make disputes to clear this up? Wasting more of my time, not counting the time wasted in the car dealership, and the time it will take to eventually refinance this bum loan we got approved for due to the actions of 5/3RD bank. This isnt right. Additionally, how many more folks that use 5/3RD bank have their credit report falsely designated this way? I can only imagine how they will react once they find out