Consumer complaint received 2024-03-22 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: FIFTH THIRD FINANCIAL CORPORATION
State: GA

Complaint narrative:
This complaint expresses my profound disappointment and dismay at the lack of customer service courtesy demonstrated by Fifth Third Bank in addressing my ongoing mortgage issues. Despite my repeated offers to resolve these matters outside of court through mediation or a one-on-one meeting, it seems that Fifth Third Bank has disregarded my attempts to engage in good faith negotiations with fair dealings. 

As evidenced by multiple complaints lodged with the Consumer Financial Protection Bureau and other regulatory agencies, my offers to mediate or meet have encompassed a range of critical issues that demand attention : XXXX. Violations of dual tracking, XXXX the inexplicable request for my disabled daughter 's income without utilizing it in underwriting for my hardship applications is puzzling, XXXX. Failure to disclose all mortgage loss mitigation options mandated by law, particularly those pertinent to individuals significantly impacted by the XXXX pandemic. During initial our first post XXXX hardship application, 53 approved a forbearance but did not disclose the superior, more affordable Georgia Mortgage Assistance program specifically designed for homeowners impacted by XXXX. If we were offered this option, it could have saved us a significant amount of money and prevented any pending foreclosure. But the main point here is that our right to know about all mortgage loss mitigation options was taken away, XXXX. Prolonged processing periods lasting 9 months ( from XX/XX/XXXX to XX/XX/XXXX ) and 8 months ( from XX/XX/XXXX to XX/XX/XXXX, with the latter still pending underwriting ) for hardship applications, XXXX. The unjust deprivation of my ability to accept Fifth Third Bank 's offer with higher payments tied to higher interest rates or to refinance when interest rates were lower, especially in XXXX XXXX, when it was ironically mandated that we refinance to remove my ex-wife 's name from both mortgages. The main issue here is that 53 is requiring us to refinance at higher interest rates which will only make our hardships worse, XXXX. Imposition of late fees and interest during these extended processing periods, despite our lack of control over them. We promptly submitted and resubmitted responses/additional documents and information when requested. It would be impossible for 53 to claim that we caused delays in processing our hardship applications- yes that is correct, I said impossible and I stand by it. 
XXXX. Handling of our applications by different Fifth Third Bank employees, each providing conflicting guidance on who should complete the application, XXXX. Failure to assign a live single point of contact as required by law, XXXX. Failure to disclose the Successor of Interest form : We became delinquent on the Flex Home Equity Line of Credit on XX/XX/XXXX ( the last payment was made on XX/XX/XXXX )... In addition, our divorce was finalized on XX/XX/XXXX and So the point is XXXX clearly impacted our ability to make payments on the loan and the divorce is the point in time that 53 should have disclosed to us the Successor of Interest Form XXXX 
XXXX. Subpar customer service experiences, including being repeatedly advised to ignore foreclosure-related information on the basis that it was likely a scam, XXXX. Violation of advanced notice of interest rate disclosure rules, denying us the opportunity to explore alternative mortgage options, XXXX. Reluctance to consider halting the foreclosure process despite engaging in dual tracking, XXXX there were XXXX excuses to refuse to mediate a ) with only 30 days remaining until the scheduled foreclosure, 53 claimed there was not enough time, and b ) after pressing 53 for a better reason, they unbelievably came back citing attorney-client privileges as the reason, XXXX. I have asked to take my ex-wifes name of both mortgages and forgive the Flex Home Equity Line of Credit due to how badly we have been treated and there was no response from 53, and XXXX unexplainable legal fees and other junk fees on our payment history report Each of these discussion points served as avenues to explore potential solutions to prevent or halt foreclosure proceedings. The lack of any effort from Fifth Third Bank to convene and tackle these issues is profoundly concerning, especially considering our sufficient income to pursue various mortgage modification options and I am the legal guardian of my XXXX daughter. I had anticipated a higher level of duty of care, especially given the substantial hardships we have faced as a result of the XXXX pandemic. 

In addition to all of the above, I also requested Fifth Third Bank to expedite the processing of our XX/XX/XXXX hardship application before the scheduled XX/XX/XXXX bankruptcy hearing, hoping to have better clarity on whether bankruptcy was the best option for us. Their indifferent attitude towards our already dire XXXX hardship situation showcases their negligence. Consequently, I made the decision to file for bankruptcy in order to halt the foreclosure proceedings, despite knowing that this would exacerbate our hardships even further. 

Regrettably, Fifth Third Bank 's negligence and failure to fulfill its duty of care have had far-reaching consequences, resulting in the upheaval of not XXXX but XXXX families. My ex-wife is now forced to live with friends until this matter is resolved, adding further strain to an already challenging situation. 

I implore Fifth Third Bank to promptly address these concerns and work with me to find a fair and equitable resolution. Failure to do so will leave me with no choice but to continue to pursue legal action to protect my rights and interests. 

It is evident that despite my numerous complaints, emails, and phone calls to Fifth Third Bank urging a meeting to prevent the loss of our home to foreclosure, all my efforts have been disregarded. I have made more outreach attempts than most facing similar circumstances, only to have Fifth Third Bank shut the door in my face at every turn, refusing to engage in any attempts to resolve this matter amicably. 

53 has made our hardships much worse especially after the devastating impact of XXXX.

Company response to consumer: Closed with explanation