Consumer complaint received 2025-06-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Loan estimate or other related disclosures
Company: FIFTH THIRD FINANCIAL CORPORATION
State: KY

Complaint narrative:
Complaint regarding the mishandling of our mortgage loan application for a manufactured home. My husband and I followed every request made by Fifth Third Bank 's lending staff in good faith, investing both time and money only to be informed after appraisal and inspection costs were incurred that your institution does not finance manufactured homes. 
This fact was never disclosed at any point until Tuesday, XX/XX/year>, despite multiple mentions of the property type throughout the process and obvious opportunities for your staff to raise concerns earlier. 
________________________________________ Timeline of Key Events XX/XX/year> : We contacted Fifth Third Bank regarding a preapproval letter for an investment property. 
XX/XX/year> : The loan officer followed up, and we began the preapproval process. 
XX/XX/year> : We received confirmation of preapproval at XXXX XXXX. At XXXX XXXX, we sent the purchase agreement. By XXXX XXXX, the loan officer responded : All looks good! 
XX/XX/year> : We were informed that the loan process had officially begun and were asked to submit documents and begin securing homeowners insurance. The Fire Binder ( Insurance ) which was submitted to the dashboard states at the very top, " Manufactured Home Application / Binder-Receipt '' XX/XX/year> : We were invited to review the loan Approval Documents Package via the customer portal. 
XX/XX/year> : We were introduced to the loan processor, who confirmed the home was a manufactured home and stated : Manufactured Home Appraisal : Ordered Homeowners Insurance with State Farm XX/XX/year> : We were told our documentation was complete : That was exactly what we needed. 
XX/XX/year>, XXXX XXXX  : We do not need anything from you Manufactured Appraisal : XXXX. XXXX XXXX : XXXX. 
We look forward to closing your loan! 
XX/XX/year> : XXXX XXXX emailed Fifth Third confirming it was a manufactured home and described the policy accordingly. 
XX/XX/year>, XXXX XXXX  : We do not need anything from you. Manufactured Appraisal : Pending Review by our Collateral Dept. Received report today. Title Work : Pending. 
We look forward to closing your loan. 
XX/XX/year> : We received a phone call from Fifth Third stating they would no longer proceed with the loan because they had just realized the property is a manufactured home. 
XX/XX/year>, XXXX XXXX  : We received another automated message instructing us to review the Appraisal Package, indicating no internal coordination or proper halt to the process had occurred. 
________________________________________ Why This Is a Problem Fifth Third Bank 's team had multiple points of contact, documentation, and direct communication confirming that this was a manufactured home. That detail was clearly disclosed by : The insurance provider Fifth Third Bank loan processor Fifth Third Bank own documentation, which repeatedly referenced a Manufactured Home Appraisal The claim that the loan was denied because this fact was only realized late in the process is not credible. Worse, it came after you approved the appraisal and encouraged us to move forward, directly resulting in unnecessary financial losses : Home Appraisal : {$490.00} Home Inspection : {$420.00} Additional lost time, stress, and the disruption of our investment opportunity

Company response to consumer: Closed with monetary relief