Consumer complaint received 2022-01-11 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: FIFTH THIRD FINANCIAL CORPORATION
State: WV

Complaint narrative:
I have a harp loan serviced my Fifth Third Bank. My loan was in forbearance due to covid-19. In XXXX of XXXX, I contacted the Banks home assistance program and made an application for a modification. My balance was {$81000.00} plus my missed payments of approximately {$6000.00}. My payments were XXXX a month. After several months oh, I had heard nothing from the modification Department of Fifth Third Bank. I obtained the number and called for information on my application and was informed that it was proceeding and I needed to make the three trial payments required under the program. I made those payments through an automatic ACH set up by the modification Department to Fifth Third in the amount of {$470.00}. After the 3 months, I received a check from Fifth Third returning one of the payments. At that time I called the modification department and was informed that because I had not made the three payments required that I did not have an application open. Their expert team evaluated my situation and informed me that I was told incorrectly and the ACH for the three payments was done in error. Therefore they would start a new application this was in XX/XX/XXXX. I made payments again but was only required to make two because they cancel that check Fifth Third sent me and used it for a payment. The modification Department did not know where the other two payments went or would not tell me what or where the money went. Near the end of XX/XX/XXXX I inquire about the closing of my modification loan and was told no hurry they were doing calculations and it wouldn't be finalized soon and I would get documents in the mail. I asked if I should send another payment and they said no. By the end of XXXX I had not received anything and I called again and was told that I needed active flood insurance. My flood insurance had been forced placed by the bank for several years because I could not afford FEMA amount they charged at {$3800.00} a year. I called the flood insurance department of Fifth Third regarding my flood insurance and was emailed documentation that my coverage was through XX/XX/XXXX. I had received a cancellation letter dated XX/XX/XXXX but it was late reaching me. So the flood Department email me documentation of coverage and informed me that at the time the XXXX closing of my modification was to take place that I was fully covered. There is much confusion and modification Department of Fifth Third and they could not or would not obtain the proof of flood insurance. However, they did send me a letter stating that I needed to provide flood insurance coverage proof by XX/XX/XXXX and if I did not know that foreclosure procedures would begin. Due to the error in their instructions about the first three month trial. Of payments in my first application, my modification refinance has been delayed many months. Now the second application has been delayed due to lapse of flood insurance which was fifth third 's fault. I am facing foreclosure proceedings on XX/XX/XXXX and I have begged for assistance from Fifth Third Bank to take care of this matter and I have not received any written communication or phone calls providing me any information regarding my second application. My workers name is XXXX XXXX. I had emailed her the proof of flood insurance provided by Fifth third 's insurance department because she could not obtain it. I do not know what to do next. I had written a letter to the senior vice president, XXXX XXXX and plan to mail it tomorrow register mail. I have requested that he look into the matter and stop the Foreclosure which was brought on by Fifth third 's error. I have made five payments since I first applied in XX/XX/XXXX. They have not provided me with information about my options, documentation of anything they have processed with regard to my applications,. The only thing I have received is the other branch of Fifth Third mortgage department requesting the amount past due of {$10000.00} which I do not have to pay due to the covid hardship. I am going to try to get a loan on my vehicle which is fully paid and try to pay this amount. I have decent fair credit score and that's XXXX and for a low-income retired state worker that's pretty good. I have never been late or missed a mortgage payment since XXXX. I had been treated unfairly by Fifth Third oh, they have deliberately withheld information from me, they have failed to inform me of my options under the cares act stimulus covid-19 forbearance and refinance modification mortgage. Fifth Third has displayed to me their intent to stall and get rid of my mortgage and foreclosed on my home deliberately. I do hope you forward this and try to help me. I am XXXX XXXX XXXX on Social Security and State retirement and I qualified for the previous HARP loan and qualify for this new homeowners assistance program modification or refinance due to the covid-19 hardship. Fifth Third has denied me deliberately by not disclosing information, contacting me and keeping me informed, they had put the burden on me and they had messed it up twice. Please help me if you can I found this site online. My name is XXXX XXXX. Fifth Third told me last week I no longer have a mortgage with them to stop calling. The modification unit under the homeowners assistance program tells me calculations are being made sit tight it will be finished soon however they have been telling me that since XX/XX/XXXX. I am going to lose my home and that is wrong for Fifth Third to treat me this way.

Company response to consumer: Closed with explanation