Consumer complaint received 2016-08-08
Product: Mortgage — VA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: FIFTH THIRD FINANCIAL CORPORATION (CO)

We have our mortgage loan with 5th 3rd Bank. On XXXX XXXX we left for a 2 month vacation in XXXX. Our mortgage payment at the time was {$2200.00}. Our bank is set up to send the {$2200.00} every month. On XXXX XXXX ( XXXX date ) I decided to check our phone messages for voice mails. We did n't have anything important, but I did notice that 5th 3rd Mortgage had called several times, but never left a message. I decided to call to inquire why they had called. They informed us that our XXXX and XXXX payment was not paid in full. They said we were showing late, but late charges had been charged. I spoke with XXXX and she stated that due to the time of the day she could only take the amount needed to make up the difference to make the payments in full. She took a payment over the phone of {$200.00}. She stated that the payment would be made in full and everything would be fine. She stated that I would need to call when they were open and pay the escrow shortage if I wished. I called the following afternoon and paid the {$700.00} in full and asked if we were being reported late to any credit bureaus and were we being charged late charges. She stated that there were no late charges as this was obviously an error and that if we were reported late that 5th 3rd would fix that for us. I said I would call when we returned to the states on XXXX XXXX and make sure everything was taken care of. I called on the XXXX and was told that they never made our XXXX payment, but she would fix that and make sure everything was paid correctly. I inquired again in regards to late fees or any 30 day late being reported to the credit bureaus and she said " This call is being recorded and if we reported you late to the credit bureaus we will fix it for you. '' She assured me that everything would be fine, but I should follow up on Friday XXXX XXXX just to make sure. I called again on XXXX XXXX and spoke to XXXX in the mortgage deparment. She let us know that payments were all made in full and that the escrow payment had been received. I also asked about late fees and credit reporting of any late payment and she stated that they would not fix the credit bureau and if I wanted to talk with a supervisor she would connect me. I did request to talk with a supervisor and I was put on hold. She came back several minutes later and said her supervisor XXXX was in a meeting and that he would call me back within 48 business hours. XXXX did not call us back. I called back today XXXX XXXX and spoke with XXXX. She stated that no late charges were levied against us and that would be the only thing that would prompt them to report to a credit bureau and that since were were n't charged any late fees that it was highly unlikely we were showing 30 days late. I informed her that we have a credit monitoring service and I would check. I did check and it was showing us 30 days late with XXXX, XXXX and XXXX. I called her back and she stated that she would submit a request to fix the credit reporting error, but that we would have to wait 7 business days with no guarantees that they would fix it, but that she would put in the request. I asked again why they stated that they would fix it two other times and she had no answer. Again, no phone calls were ever left for us in order to correct the situation and we were not receiving mail in XXXX. Also, the letter we received in regards to the escrow shortage was dated XXXX/XXXX/16, but the envelope had a stamp date of XXXX XXXX, 2016. It does n't appear that it was lost in the mail, but rather not mailed out until XXXX. Please let me know what we need to do in order to correct our credit bureaus and restore our unblemished credit score. Thank you.