Consumer complaint received 2024-10-25 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem with paying off the loan
Company: FIFTH THIRD FINANCIAL CORPORATION
State: TX

Complaint narrative:
I am approaching the maturity date of my loan. During the time of my loan, I had to take a hardship assistance at least once or twice following an unemployment stent during Covid, as well as while taking care of my mother with XXXX XXXX. Recently, I noticed that my Payments did not seem to be applied correctly, and there was a large balance due on my account that I was not aware of. Upon speaking to customer service, I learned that there may be a deferred balance due to one of those hardships however, they were unable to provide any detail about the balance, how much it was, where it came from, or provide any statements or documentation. The first rep said my last on time payment was on XX/XX/XXXX, and then said I still owed {$1100.00} on the account and its overdue. After going back and forward, I realized I needed to speak to a supervisor.

Upon connecting with the supervisor, I advised that I had tried to find documentation on the online portal, however nothing was showing up. There were no payment statements or billing statements, nothing about a hardship assistance agreement or any deferments made during the loan. I ask why I couldnt see any loan documents and the service rep advised that fifth third does not upload documents for auto loans. He said that I would not be able to get any documents from the online portal. He then said that he could fax me a payoff quote or mail it to the address on file. However I wanted more than just a payoff quote so I could understand what I am paying and why. Then I said I did not have access to that address because I am in Texas caring for my mother. When I requested him to upload it into my portal or email me a copy he said he would not be able to do that.

I requested any other way to find these documents and whether a different department could do this for me and he said they could not. The only way for me to find those documents would be to find them in my mail. He said they mailed a final statement to me last month that had details on my final payments, but he could not provide a copy today and even if he could the company doesnt have a saved copy. I requested any information or details about hardship assistance, and he said he can not provide them, nor advise what the balance of the deferred payment was, nor provide a copy of my deferral agreement. In fact, he was not sure if there even was a deferment agreement or if that really was what the leftover balance on the account.m was from.

Unable to view these documents or understand how my payments have been applied over the last few months, I feel I am a situation where the financial institution is participating in predatory loan activities against me. They are making it difficult for me to understand how my money is being applied and what balances remain on the account. Ive made good faith efforts to understand my balance, but at every turn 53 ignores me and chooses to make me take the hard way to answers.

Company response to consumer: Closed with explanation