Consumer complaint received 2024-10-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: FIFTH THIRD FINANCIAL CORPORATION
State: FL

Complaint narrative:
In XXXX, we were sent a new escrow statement from fifth third bank, which holds our mortgage, stating that our escrow had fallen below the amount needed and our mortgage was going to be increasing from {$2400.00} to {$3000.00} Starting XX/XX/XXXX1. In looking at the payments from escrow, I noticed two payments to our homeowners insurance company, slide insurance. One payment in the amount of {$2300.00} which was our premium amount and another payment for {$6700.00} to slide insurance which is not our premium payment Amount. I called our mortgage company. They said they sent a payment on our behalf to slide insurance for both the {$2300.00} and {$6700.00}. I called slide insurance to find out why there was a payment due of {$6700.00} and was told, you dont owe {$6700.00} and we never sent a bill under your policy number for that amount we only ever received a payment for {$2300.00} under your policy number of SC XXXX. I called fifth third back and did a conference call between fifth third and slide insurance between fifth third and the insurance company they found the check # XXXX for {$6700.00} that went to a completely different policy number not ours because we did not owe that money and the loan number on the check that was sent to slide was our loan number which is why it was taken out of our escrow and it was the incorrect loan number and that was verified by XXXX at XXXX XXXX once she had the check # she looked to see the loan # and was transposed by 2 numbers. 5th Third and slide worked together so that fifth third would send the documents that slide needed in order to issue a refund of the {$6700.00} so that it could be put back in our escrow. 
On XX/XX/XXXX slide insurance had still not refunded the {$6700.00} to fifth third bank. I spoke to two supervisors from fifth third bank between XX/XX/XXXX and XX/XX/XXXX about making my normal mortgage payment of {$2400.00} and then getting my payment applied. Both supervisors said since this was not our error but fifth third error, we would not be held responsible to pay a higher mortgage amount because that amount shouldve never of come out of our escrow account, and had it not our escrow would not have dipped below what it needed to be. They said we could make our normal monthly amount and the last supervisor I spoke to on XX/XX/XXXX said she would get it applied to our mortgage because the payment was sitting there but because it was less than what the system was showing was why it hadnt been applied. I thought everything was ok at this point. 
Then I then started receiving calls from a bank Corp. resolution department at fifth third bank explaining she was trying to follow up on getting the refund from slide, but that she was not showing we had paid our XXXX payment. I spoke to her again and explained we did pay our XXXX payment, we paid {$2500.00} and she said that that money could not be applied to our mortgage because it was not the full amount of {$3000.00}. I explained to her that two other supervisors had told me since this is not our error we could pay our normal mortgage amount and they would fix it in their system at fifth third bank, this supervisor that I spoke to from the bank Corp resolution department, XXXX said that was incorrect information and that after 30 days of our payment not being applied, it would be sent back to us. I spoke to her today and her supervisor XXXX and was told by both of them that I was given wrong information previously and we have to pay the higher amount until the issue is resolved and they get their money back from slide insurance. I explained to the woman we cant afford to pay the difference of XXXX and something dollars that is NOT OUR error. This was fifth third error a typo created all of this problem and you took the money out of our escrow that shouldve never been taken out of our escrow, but you are making me pay a penalty of a higher mortgage amount when I didnt create this problem? All she could say was that I understand your frustration and once we get the money back, we will then reevaluate your escrow to see if we owe you any money back once youve paid the higher mortgage amount! So theyve taken {$6700.00} of our money out of our escrow, they want us to pay almost {$600.00} more a month until resolved, and then they will see if they owe us money back?? I dont see how this is legal to do to someone. 
Then we were notified that it has been reported to credit that we havent paid our XXXX payment even though we did pay our XXXX payment and it has came out of our bank account and made our XXXX payment today. Our normal amount of XXXX but we rounded up XXXX and XXXX and and paid {$2500.00} each month that isnt being applied to our mortgage. 
I dont understand how a huge mortgage company like fifth third bank cant go in their system and correct the two escrow accounts the one that they pulled from incorrectly, which was ours and go into the escrow account that shouldve been pulled from and take that money out and put it in our escrow account because They did owe that money to slide insurance for a different customer so I dont know that slide insurance is ever going to send them a check back when fifth third is the one that messed up on their end and took it out of the wrong escrow! 5th third needs to fix it in their system and take it out of the correct escrow account and credit our escrow account And they need to let us pay our normal amount and then reach out to the credit bureau and fix our credit that is now showing we havent made a mortgage payment which is incorrect. Im not getting anywhere with bank at all. Im being told theres nothing they can do, and I dont have any extra money to pay towards a higher mortgage that I shouldnt have to pay. I need somebodys help please!

Company response to consumer: Closed with explanation