Consumer complaint received 2026-01-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MI

Complaint narrative:
This is my third complaint regarding Fifth Third Bank. Their XX/XX/XXXX response to my second complaint introduces new contradictions, continues to ignore my Regulation X requests, and reflects a pattern of providing false or misleading information to the CFPB while my family continues to suffer the consequences. 
Fifth Third has completely failed to respond to my Requests for Information and Notices of Error submitted under 12 C.F.R. 1024.36. I sent email requests on XXXX XXXX XXXX, followed by a XXXX hard copy on XX/XX/XXXX, which was delivered and signed for by XXXX XXXX on XX/XX/XXXX. Fifth Third was required to acknowledge receipt within XXXX business days and to provide a substantive response within XXXX business days of receipt. I received nothing. The only communications I received were their CFPB response letters containing shifting explanations, which do not constitute Regulation X compliance. I am entitled to written, itemized responses to each issue raised in my XXXX XXXX Fifth Thirds continued failure to provide those responses is an ongoing violation of federal law. 
In its XX/XX/XXXX response, Fifth Third now claims it does not have signed XXXX documents in its system. This directly contradicts the XX/XX/XXXX letter Fifth Third attached to its first CFPB response confirming me as successor-in-interest. It also contradicts the XX/XX/XXXX phone call in which Fifth Thirds representative confirmed my XXXX status, apologized for delays, updated my contact information, and instructed me to submit a loss-mitigation application using my grandmothers information. 
If Fifth Third confirmed me as successor-in-interest in XX/XX/XXXX, why was I never sent written confirmation as required by 12 C.F.R. 1024.30 ( d )? I did not learn of this confirmation until the XX/XX/XXXX phone call, more than XXXX years later, and only because I contacted the bank about an unrelated issue. Had Fifth Third sent the required written confirmation in XXXX, I could have prevented XXXX foreclosure attempts, XXXX XXXX XXXX XXXX filings, severe credit damage, the medical crisis documented by my mental health provider on XX/XX/XXXX, and ultimately the loss of my grandmothers home. This entire catastrophe stems from Fifth Thirds failure to send one legally required letter. 
This is an XXXX loan, which imposed additional obligations under XXXX XXXX. XXXX and FHA XXXX XXXX XXXX. FHA policy requires servicers to identify successors-in-interest, engage them, and evaluate them for loss-mitigation options before foreclosure. Fifth Third violated all of these requirements. You had my contact information the entire time. After my grandmother died, Fifth Third instructed me to file probate, proving direct contact and knowledge of my involvement. I was notated on her account and handled matters on her behalf even before her death. You can verify this in your own account notes. You now claim I was confirmed successor-in-interest in XX/XX/XXXX, yet you never sent written confirmation and never proactively engaged me regarding loss-mitigation options. You confirmed my XXXX status, failed to notify me in writing, accepted my loss-mitigation application, and then sold the house while that application was under review. That is a direct violation of FHA servicing standards, not a technical oversight. 
Fifth Thirds timeline continues to change. In its XX/XX/XXXX response, the bank claimed I submitted documents in XX/XX/XXXX and that the property was sold on XX/XX/XXXX. In its XX/XX/XXXX response, Fifth Third now claims it received my hardship letter on XX/XX/XXXX and that the property was sold on XX/XX/XXXX, admitting the earlier date was misinformation. Fifth Third has now admitted it lied about the sale date, yet its revised narrative remains inaccurate. 
The actual facts are documented in the portal logs and chat transcripts I submitted with my second complaint. I submitted a complete loss-mitigation application through the portal on XX/XX/XXXX. When a representative later claimed it was not received, I was emailed a blank hardship application on XX/XX/XXXX from XXXX and instructed to complete and submit it so the request could be opened. I followed those instructions and submitted the completed hardship application on XX/XX/XXXX. 
After I submitted the completed hardship application on XX/XX/XXXX, I retained access to the XXXX XXXX XXXX portal, but upload functionality and the ability to successfully complete new assistance submissions were blocked despite the application being treated as active and under review. This condition persisted through the XX/XX/XXXX sale and afterward, later appearing as a formal RFA Failed system entry on XX/XX/XXXX. 
The sheriffs sale proceeded on XX/XX/XXXX while the application was still under review. 
Portal logs show the application was created on XX/XX/XXXX and reflect multiple document uploads. XXXX agent claimed via chat that no application existed on XX/XX/XXXX, directly contradicting the system records. Agents also stated the review period was approximately XXXX days. There were XXXX days between XX/XX/XXXX and XX/XX/XXXX. During XX/XX/XXXX, different agents gave contradictory statements about whether my application existed, what documents were required, and when it was received. I was repeatedly told to contact XXXX to stop the auction. My former probate attorney attempted to do so and could not reach them. 
During the XX/XX/XXXX call, Fifth Thirds representative specifically instructed me to submit the loss-mitigation application using my grandmothers information. I followed those instructions. Fifth Third can not now claim the application was improper when its own agent directed its submission that way. I also disclosed from the beginning that title remained in the XXXX of XXXX XXXX XXXX, that probate was ongoing, and that the probate judge directed the XXXX XXXX and me to resolve the mortgage issue. I was transparent throughout. 
Fifth Third now claims my application was incomplete due to an allegedly expired drivers license, lack of insurance proof, and lack of proof of ownership in my name. My drivers license was not expired. Where is the written notice of missing items? Under 12 C.F.R. 1024.41 ( b ) ( 2 ) ( B ), an incomplete application requires written notice identifying specific deficiencies within XXXX days. I never received such a notice. There is no proof of mailing, no tracking, and no delivery confirmation. If Fifth Third claims it sent notices, prove it. You also failed to use the updated contact information recorded during the XX/XX/XXXX call. 
Fifth Third now claims my application was incomplete due to title because the property was held in the estate rather than in my individual name. Cite the legal authority requiring title transfer for successor-in-interest loss-mitigation review. Regulation X defines successor-in-interest status independently of title ownership. I disclosed the probate status upfront. Your agents should have processed the application based on confirmed SII status. 
Fifth Thirds XX/XX/XXXX response claims its system does not allow uploads or applications to be blocked. That statement is contradicted by the portals actual behavior and Fifth Thirds own activity logs. I retained access to the Loan Solution Center portal, but upload and submission functionality was blocked beginning after XX/XX/XXXX and continuing through and after the XX/XX/XXXX sale, later reflected as an RFA Failed system entry on XX/XX/XXXX. If Fifth Third disputes this, it should produce technical documentation and backend logs showing when upload and submission controls were XXXX on my account and why. 
I did everything by the book. I followed your agents instructions. I submitted what was requested. I disclosed everything upfront. I called repeatedly. I wrote letters. I sent XXXX mail. I filed proper Regulation X requests. I gave Fifth Third every opportunity to do the right thing. Instead, you stalled while my redemption period runs out on XX/XX/XXXX. While your executives were home with their families for XXXX, I was buried in legal filings trying to save my grandmothers home. You created this situation and then blamed me for not mitigating. That is offensive. The failure to mitigate is yours. 
My grandmother was a Fifth Third customer since before XXXX, when it was XXXX XXXX Bank. This home was built new by ICCF for low-income families, and we are the only family who has ever lived here. I stayed behind to care for my grandmother when others left. XXXX XXXX documented that without my caregiving, she would have required XXXXXXXX XXXX placement. Had Fifth Third sent the required XXXX confirmation in XXXX, none of this would have happened. 
Fifth Third is pursuing corporate mergers while failing to meet basic servicing obligations. You have resources for expansion but not for compliance. As my grandmother used to say, it starts at the head and spreads abroad. Your agents either do not know the rules or do not care. 
Explain how this is fair. Explain how you sleep at night treating long-term customers this way. You had the ability to prevent this by sending XXXX required letter. You chose not to. I am filing complaints with the Office of the Comptroller of the Currency, the Michigan Attorney General, and XXXX. I am making this public. I will not stop until Fifth Third takes responsibility. 
I demand written responses to each item in my XX/XX/XXXX XXXX within XXXX business days, production of proof of mailing for any alleged notices, proof of any letters you claim I signed, complete loss-mitigation workflow logs for XXXX XXXX XXXX and technical documentation regarding portal functionality and account lock status. Correct the record and admit the actual timeline. Identify who provided false information to the CFPB and what corrective action is being taken. 
I am not asking CFPB to decide my state court case. I am asking CFPB to require Fifth Third to comply with federal servicing law and to provide accurate, consistent information. 
Fifth Thirds response is filled with polished language about first-class customer service and transparency, yet the bank refuses to produce the underlying records. If Fifth Third stands by its narrative, it should produce the evidence. 
I specifically demand production of the XX/XX/XXXX call audio at approximately XXXX XXXX  XXXX, including the call-detail record, interaction ID, agent identification, department, call duration, and all contemporaneous account notes. That call is dispositive. Fifth Third can not claim customer-service excellence while refusing to produce it. 
I also demand production of complete backend servicing and workflow data tied to my loss-mitigation submissions for XXXX XXXX XXXX. If Fifth Third claims documentation was missing, produce the system records proving those requests were actually made at the time. 
Ignoring Regulation X requests for months is not a customer-service issue. It is a compliance failure. 
Enough with the scripted language. This is about records. Fifth Third has had months and has offered nothing but revised timelines and excuses. That ends now. 
Enough with the XXXX. Enough with the shifting timelines and post-hoc explanations. If Fifth Third stands by its actions, it should produce the audio, the logs, and the workflow data and let the facts speak. Accountability begins when the talking stops and the evidence is produced.

Company response to consumer: Closed with explanation