Consumer complaint received 2025-07-23 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Fees charged
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IL

Complaint narrative:
Fifth third bank took {$200.00} that I put into my mortgage payment for fees. I don't know what the fees are for? The information below is the conversation I had between the people on the Fifth Third Bank XXXX ( XXXX ). 

Account Summary Mortgage Loan {$33000.00} Balance Account Activity Fee Collected {$180.00} Fee Collected {$14.00} Fee Collected- {$14.00} Fee Collected- {$180.00} Balance After {$33000.00} Fee Collected {$14.00} Fee Collected {$180.00} Unapplied Debit - {$200.00} Balance After {$33000.00} Unapplied Credit {$200.00} Balance After {$33000.00} Mortgage Payment {$770.00} Balance After {$33000.00} Mortgage Payment {$770.00} Balance After {$33000.00} Ask XXXX We value your feedback! We would appreciate if you would participate in a brief survey to rate your satisfaction with your most recent experience. 


If you still need assistance, open the three dots in the top right, choose End Conversation, and then select the Messaging Icon to start a new chat. 
XXXX - XX/XX/year>, XXXX PM XXXX the number that best describes your satisfaction with the agent. 
XXXX - XX/XX/year>, XXXX PM Hi! Welcome to Fifth Third Messaging. I'm XXXX, your Virtual Assistant. 
XXXX - XX/XX/year>, XXXX AM How can I help you? 
XXXX - XX/XX/year>, XXXX AM Mortgage XX/XX/year>, XXXX AM Let me get you to a representative to help and they will reply as soon as possible. 


Your expected wait time is under 3 minutes. 


To end the conversation at any time, open the three dots in the top right, choose End Conversation, and then click the Messaging Icon to start a new chat. 
XXXX - XX/XX/year>, XXXX AM XX/XX/year>, XXXX AM I want the {$200.00} I put in to be used towards my principal XX/XX/year>, XXXX AM My new balance owed on my mortgage should be XXXX XX/XX/year>, XXXX AM The new balance owed on my mortgage should. E {$32000.00} XX/XX/year>, XXXX AM New balance should be {$32000.00} XX/XX/year>, XXXX AM Hi, XXXX! Welcome to Fifth Third Bank this is XXXX, and I'm here to assist you. I'll take just a moment to review the prior information you provided today, and I'll be right with you. 
XXXX - XX/XX/year>, XXXX AM I want the unapplied credit to be added to the principal of my mortgage new balance {$32000.00} XX/XX/year>, XXXX AM Just to confirm, {$200.00} unapplied credit to be added to the principal? 
XXXX - XX/XX/year>, XXXX AM It looks like you were disconnected since the session was idle for too long. 


If you still need assistance, please close this window and select the Messaging Icon to start a new chat. 
XXXX - XX/XX/year>, XXXX AM Hi! Welcome to Fifth Third XXXX. I'm XXXX, your Virtual Assistant. 
XXXX - XX/XX/year>, XXXX AM I see you recently spoke with a representative. If you need more help on the same topic, I can connect you with the next available one. 


Would you like me to do that? 
XXXX - XX/XX/year>, XXXX AM Yes XX/XX/year>, XXXX AM Let me get you to a representative to help and they will reply as soon as possible. 


Your expected wait time is under XXXX minutes. 


To end the conversation at any time, open the XXXX dots in the top right, choose End Conversation, and then click the XXXX XXXX to start a new chat. 
XXXX - XX/XX/year>, XXXX AM XXXX, XXXX! Welcome to Fifth Third Bank this is XXXX, and I'm here to assist you. I'll take just a moment to review the prior information you provided today, and I'll be right with you. 
XXXX - XX/XX/year>, XXXX AM How can I assist you today? 
XXXX - XX/XX/year>, XXXX AM I applied {$200.00} towards my mortgage interest rate my new balance should be {$32000.00} XX/XX/year>, XXXX AM First, we'd need to get you in touch with a XXXX who would be able to properly review the account and give you accurate information regarding your inquiry. XXXX moment as I get you connected. 
XXXX - XX/XX/year>, XXXX AM Transferring now... 
XXXX - XX/XX/year>, XXXX AM Transferring now... 
XXXX - XX/XX/year>, XXXX AM I applied an extra {$200.00} towards the principal of my mortgage yesterday. The new balance should be {$32000.00} XX/XX/year>, XXXX AM Talk to someone XX/XX/year>, XXXX AM XXXX, XXXX! Welcome to Fifth Third Bank this is XXXX, and I'm here to assist you. I'll take just a moment to review the prior information you provided today, and I'll be right with you. 
XXXX - XX/XX/year>, XXXX AM I applied {$200.00} to my mortgage yesterday and my new balance should be {$32000.00} XX/XX/year>, XXXX AM XX/XX/year>, XXXX AM Hello XX/XX/year>, XXXX AM Hello XX/XX/year>, XXXX AM I am still here. I'm assisting multiple customers so my responses will not be instant. My apologies for the delay. 
XXXX - XX/XX/year>, XXXX AM Are you requesting to apply the {$200.00} to curtailment? 
XXXX - XX/XX/year>, XXXX AM Sounds like you're company needs to hire more people XX/XX/year>, XXXX AM Yes XX/XX/year>, XXXX AM Curltailment XX/XX/year>, XXXX AM XX/XX/year>, XXXX AM Hello XX/XX/year>, XXXX AM

Company response to consumer: Closed with explanation