Consumer complaint received 2020-06-22 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: FIFTH THIRD FINANCIAL CORPORATION
State: GA

Complaint narrative:
Approximately around XX/XX/XXXX we applied for a loan with Fifth Third Bank in XXXX, Ga. Unfortunately their loan officer had left the company due to illness. The mgr XXXX XXXX had referred to XXXX XXXX ( MLS # XXXX ) in XXXX, OH and initially processed through his associate XXXX. Upon speaking with XXXX, he then turned our loan application over to XXXX " XXXX '' XXXX ( MLS # XXXX ) XXXX, OH. XXXX was to process what would be known as an " Easy Home Loan ''. Had ran our credit and pre approved us for the loan. My credit score was said to be around XXXX fico. Subsequently after a few weeks, XXXX XXXX advised us that she was pulling the loan and sending it back to her branch, however it remained in XXXX, OH with XXXX XXXX ( MLS # XXXX ). Miss XXXX was NOT a favorable experience and had never been in contact with me at any time throughout the process. When questioned about the transfer, Miss XXXX and others were perplexed and offended. Our concern was that we need not what to start over again and go with a conventional loan, costing well over $ 5K in closing costs. We were also offered 4.25 % upon placing $ XXXX in their money market at the time. Miss XXXX ran our credit again, but when questioned about it, she was even more perturbed and ran it a third time, thus causing my credit score alone 9 points and adding several unnecessary hard inquiries against our credit reports. When questioned about the length of time, we were told a few weeks, then " there's a couple people ahead of you '' and up to 3 months, then upwards of 3 to 4 months, due to not having enough staff and staff leaving their company. When I would contact Mr. XXXX about what was going on, we would hear back from our bank manager XXXX XXXX. It turns out that Mr XXXX would inform his supervisor XXXX XXXX and then contact Miss XXXX, who would thus contact me personally. Also, Miss XXXX and/or Mr. XXXX did not give us a pamphlet known as " Know Before You Owe ''. We received a denial letter from Fifth Third Bank on XX/XX/2020 looking back, it looks as though there was a possible cover up and I wasn't to be asking questions. As a result, we believe Miss XXXX foiled our loan and was and upon email request, Friday XX/XX/2020, she and all others have not responded. Below are some notes from my wife ( XXXX XXXX ) and her experience. XXXX, XXXX XXXX 1 ) XXXX XXXX our bank manager at our branch got in the middle and " pulled '' file application from XXXX XXXX XXXX weeks after it began and said it needed to be handled by her branch in Georgia and the loan application process was supposedly sent back to Georgia. Note : XXXX, XXXX, and XXXX are all in Ohio. 

2 ) Loan Processor XXXX XXXX XXXX ( MLS # XXXX ) was assigned to our loan application for processing of paperwork to the underwriter ( we don't have name of an underwriter ) 3 ) XXXX repeatedly had problem if we called her and then would inform XXXX if we called. The same happened each time when we would call XXXX XXXX - they would call XXXX and inform her that we called. XXXX essentially wanted XXXX to back off and back down from asking them questions. 

4 ) XXXX XXXX repeatedly requested the same documents to the point I finally went into branch and XXXX physically scanned directly to XXXX. 

5 ) When the process was initiated with XXXX XXXX on XX/XX/XXXX we were told it would be a relatively quick closing period of about 6 weeks. On XX/XX/XXXX we received a letter in the mail we were denied based on income/debt ratio. 

6 ) We never received the following from 53rd Bank : Loan Estimate / Copy of Application / All Disclosures / Copy of appraisal / " know before you owe '' Brochure. 

7 ) XXXX XXXX pulled our credit ( 3 ) times in this process and caused valuable points off of our FICO score reports. 

8 ) Consequently we later found out through our own investigations that XXXX put the wrong income on our application - which was considerably lower than what our income is by more than 3 times lower. XXXX nor 53rd never supplied any documentations as listed on item 6 ) above. XXXX had no reason to get involved and delay the progress of our application by saying it needed to come to Georgia. We have lost valuable time on this whole process and the points off our FICO score.

Company response to consumer: Closed with explanation