Consumer complaint received 2018-08-13
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: FIFTH THIRD FINANCIAL CORPORATION (FL)

This problem started when Fifth Third Bank purchased my mortgage from XXXX XXXX in XX/XX/XXXX. In XXXX, Fifth Third sent me a notice that they require Flood Insurance on my home. I purchased my home in XXXX, I took out a mortgage with XXXX XXXX in XXXX and was not required to have Flood Insurance. I refinanced my home with XXXX XXXX in XXXX or XXXX and again was not required Flood Insurance. Fifth Third purchased my mortgage in XX/XX/XXXX. On XX/XX/XXXX I received a notice that my loan was transferred to Fifth Third. The auto payment from my bank was returned to my bank because they couldn't apply it with XXXX 's account number. I then received a notice for flood insurance. i sent them a " dispute on XX/XX/XXXX to XXXX. On XX/XX/XXXX, I sent certified copies of the elevation of my property to XXXX. I called them on XX/XX/XXXX and did a telephone payment with Fifth Third. I did not get their account number until XX/XX/XXXX. On XX/XX/XXXX, I received a " second notice '' about the requirement for flood insurance. After several phone calls, I was told that they never received anything and was told to send everything to XXXX. This was done on XX/XX/XXXX. On XX/XX/XXXX I called and spoke to XXXX XXXX, a supervisor, and was told that they had nothing about the dispute that I had sent them. On XX/XX/XXXX, I resent everything to the supervisor XXXX XXXX XXXXXXXX. I also obtained from my insurance agent an email and a Standard Flood Hazard Determination and a map from the Department of Homeland Security, XXXX XXXX XXXX XXXX which clearly indicated that my home was in flood zone X and flood insurance was not required.On XX/XX/XXXX I received a notice that Fifth Third had obtained flood insurance from XXXX XXXX XXXX XXXX for a cost of {$2100.00}. On XX/XX/XXXX, I received a letter from Fifth Third which said they received the elevation certifications but that they would require a LOMA or LOMR removing my property from a flood zone. On XX/XX/XXXX, I sent a Certified letter to XXXX XXXX XXXX, President and CEO of Fifth Third Bank along with copies of the certificates of elevation, the Standard Flood Hazard Determination fro XXXX along with the map from Homeland Security. On XX/XX/XXXX, I did get a call from Ms XXXX XXXX, from the office of the President. I did get her assurance that a case has been opened, issue # XXXX and that more information would be mailed to me within 15 to 25 days. On XX/XX/XXXX I have a letter from a XXXX XXXX XXXX, Senior Vise President, because the mortgage payment amount was {$880.00} not the increased payment of {$1100.00} which included the " forced flood insurance '' payment which was deducted from my escrow account. I tried to call them on XX/XX/XXXX, which the letter stated their hours of customer service was XXXX to XXXX Monday Through Friday and Saturday XXXX to XXXX. Needless to say, every office in Fifth Third was closed on Saturday. I called their customer service today, XX/XX/XXXX and spoke to a XXXX and was told she could not apply the payment as a normal mortgage payment. When I spoke to Ms XXXX, I had asked her to notify the department that I was not instructing my bank to increase the payment and she said she would. I have all of the documentations and copies of the correspondence via e-mail to all the departments in Fifth Third Bank and would be happy to forward them to you.