Consumer complaint received 2026-01-15 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MD

Complaint narrative:
Company name : Dividend Finance ( a division of Fifth Third Bank, N.A. ) Product : Solar / Home Improvement Loan Loan ID : XXXX State : Maryland Complaint Summary : I am filing a complaint regarding inconsistent, unclear, and procedurally deficient handling of my solar loan by Dividend Finance, which resulted in a cancellation/denial after prior approval and caused disruption to an ongoing home improvement project. 

Detailed Description : In XX/XX/XXXX, I was approved by Dividend Finance for a solar loan associated with a residential solar installation through my installer, XXXX XXXX. Relying on this approval, the project proceeded, and the roofing portion was completed in XX/XX/XXXX. 

A change order for gutters was executed by me in XX/XX/XXXX. On XX/XX/XXXX, I completed and signed the updated loan documents reflecting this change order through Dividends online system, indicating that the loan remained active and in good standing at that time. 

At no point prior to XX/XX/XXXX did I receive any email, phone call, portal notification, or written request from Dividend Finance requesting proof of income, bank statements, or other documentation, nor did I receive any warning that failure to provide such documents would result in cancellation or denial. 

On XX/XX/XXXX, I received a cancellation/denial letter from Dividend Finance. This was the first notice I received indicating any adverse action. 

After contacting Dividend Finance, I was given inconsistent explanations by different representatives, including : That the loan was canceled due to missing documentation, despite no prior request or notice ; and That the loan was denied based on credit, even though my credit profile had not materially changed. 

Following these calls, I was asked to submit proof of income, a VA XXXX award letter, and bank statements. I submitted all requested documentation promptly. Dividend later confirmed receipt and indicated underwriting was reviewing the file. Despite this, the loan remained denied. 

Importantly, my credit profile did not materially change during this period. My credit score is approximately XXXX, I incurred no new loans or delinquencies, and I even received a credit limit increase during this timeframe. 

Additionally, after the denial, I received a different loan offer by mail, which appeared to have less favorable terms than the originally approved loan. Given the inconsistent reasons provided for denial and the timing of this alternative offer, I am concerned about potential steering into a higher-cost loan product following a procedurally flawed cancellation. 

Issues Raised XXXX. Lack of notice : No communication requesting proof of income or documentation prior to cancellation/denial. 
XXXX. Inconsistent adverse action explanations : Documentation issues vs. credit-based denial. 
XXXX. Procedural deficiencies : Cancellation after borrower relied on approval and after loan documents were re-executed on XX/XX/XXXX. 
XXXX. Potential steering concern : Alternative, less favorable loan offered after denial. 
XXXX. Consumer harm : Financing withdrawn mid-project after partial completion ( roof installed ).

Company response to consumer: Closed with explanation