Consumer complaint received 2025-10-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MI

Complaint narrative:
Im filing this complaint regarding Fifth Third Bank 's severe and systematic mishandling of my mortgage account, including : - * * False late payment reports * * to credit bureaus despite payments clearing my bank - Denial of refinancing opportunities XXXX, preventing me from escaping my XXXX XXXX interest rate & XXXX  year term, and costing me thousands in continued excessive interest - Harassment, false accusations, and abusive treatment * * by representatives at all levels, including the Office of the President - false accusations about payment history - Admission of error in a XX/XX/XXXX letter, followed by continued false credit reporting and abuse - XXXX based on past payment history * * resulting from XXXX XXXX and financial abuse I have XXXX recorded phone conversations documenting Fifth Third 's contradictory statements, harassment, abusive, judgemental and misinformation. I am a XXXX XXXX person living on Social Security, and Fifth Third 's conduct has caused severe financial, emotional, and health-related harm. 

DETAILED TIMELINE OF EVENTS XX/XX/XXXX : Unable to Make Payment Despite Repeated Attempts I attempted repeatedly to make my XX/XX/XXXX mortgage payment through Fifth Third 's mobile app and by phone. The system would not allow the payment to go through. 

I called customer service multiple times and was consistently told my account was " in good standing '' and " all caught up. '' No representative could explain why I couldn't make a payment, but all insisted everything was fine and I shouldn't worry. 

XX/XX/XXXX : The app finally allowed me to make XXXX payment and I tried to pay extra but being I'd never used the app before to make a payment it was a bit confusing when trying to pay extra. But I managed to pay {$1000.00} which my normal amount is {$990.00}. I tried making XXXX payments but the app was wanting me to place different amounts in each box and it just wasnt working for me. And of course after you've repeatedly been told your all caught up it did make me start to believe it. I mean who wouldn't want towhich I immediately submitted. Based on my inability to pay in XXXX despite repeated attempts, I believed this payment was being applied to XXXX ( due XX/XX/XXXX ). 

XX/XX/XXXX : Planning to Refinance Mortgage interest rates had dropped significantly. After maintaining a full year of on-time payments- recovering from financial difficulties in XXXX caused by XXXX XXXX where I was not allowed to work and lost substantial income - I was finally ready to refinance. 

My current mortgage terms : - Interest rate : XXXX XXXX - Term : XXXX years - Monthly payment : {$990.00} - Amount going to principal : Only {$38.00} per month This mortgage is financially devastating. I desperately needed to refinance to a lower rate to afford my home and access equity for necessary repairs. 

XX/XX/XXXX - FIRST CONTRADICTORY LETTER : I received a letter dated XX/XX/XXXX, stating I was in DEFAULT and could not make additional payments beyond my regular payment amount. They returned a check to me for {$27.00} ( the extra amount I had attempted to pay above my regular {$990.00} payment ). 

CRITICAL PROBLEM : How could I be in default on XX/XX/XXXX when : - My XX/XX/XXXX payment was intended for XXXX ( due XX/XX/XXXX ) - Mortgage grace periods typically extend to the XXXX of the month - Even if they were claiming the payment bounced, it wouldn't be XXXX  days past due until XX/XX/XXXX - They were already declaring me in default before XXXX  days had elapsed This letter made no sense given the timeline. 

XX/XX/XXXX : First Refinance Denied XXXX XXXX XXXX : I had begun the refinancing process with XXXX. Before proceeding, I called Fifth Third multiple times to confirm my account was in good standing. Every representative confirmed my account was fine. 

Based on these confirmations, I began the process of paying for a required property appraisal. I had paid approximately {$500.00} for this appraisal to move forward with the refinancing process. 

XX/XX/XXXX - Refinance Denied : XXXX pulled my credit report and informed me that Fifth Third had reported : - My payment made XX/XX/XXXX was returned for insufficient funds on XX/XX/XXXX - I was being reported as XXXX  days past due - My refinance application was DENIED I was devastated. The opportunity to escape the XXXX  % interest rate was gone. 

THE PAYMENT DID CLEAR MY BANK The payment of {$1000.00} made on XX/XX/XXXX, absolutely cleared my bank account. I have proof : - Chime bank statements showing the payment cleared - My Social Security benefits were deposited the day before the payment ( XX/XX/XXXX ) - My monthly income exceeds my mortgage payment - I had sufficient funds in my account - Chime bank has confirmed. the payment cleared and was never returned Fifth Third 's Response to My Evidence I immediately began requesting investigations and providing proof that the payment cleared. Fifth Third 's response was to : XXXX. Reject My Bank Statements They claimed my XXXX bank statements were " unsatisfactory '' because XXXX doesn't show a running balance after each transaction. 

This is absurd. XXXX statements are legitimate legal documents that show : - Beginning balance - All transactions with dates and amounts- Ending balance This is standard for many online banks and is MORE than sufficient proof. XXXX  statements are accepted for mortgages, loans, and legal proceedings every day. 

XXXX. The XXXX-Way Call Incident - False Accusations of Fraud Because Fifth Third rejected my bank statements, I arranged a * * XXXX-way conference call. with a XXXX bank representative to verify the payment cleared. 

During the call, the XXXX  representative :- Confirmed directly to the Fifth Third representative that the payment cleared my account - Provided the account balance before the transaction - Provided the account balance after the transaction - Verified the payment was processed successfully- Confirmed the payment was never returned for insufficient funds After the XXXX  representative hung up, the Fifth Third representative : - Accused me of making up the XXXX  representative - Claimed I probably " paid someone to act like a XXXX  representative '' - Called me a liar repeatedly - Continued to insist the payment didn't clear despite just hearing direct verification from my bank This was humiliating, degrading, and abusive. I have never been treated this way by any financial institution. To be accused of fraud and fabricating evidence- when I was simply trying to prove a payment cleared- was devastating. 

This representative was profiling me. Because I had late payments in XXXX ( due to XXXX XXXXXXXX and financial abuse ), they had categorized me as a liar and a cheat who couldn't be trusted, regardless of evidence. 

XX/XX/XXXX : Investigation Response With New Contradictions After XXXX formal investigation requests, I finally received a response dated XX/XX/XXXX. 

The XX/XX/XXXX letter claimed : - I made XXXX payments in XX/XX/XXXX ( both applied to my account ) - This is why I was unable to make XXXX 's payment - Payment of {$990.00} " received XX/XX/XXXX, and applied to XX/XX/XXXX, due date '' - " This payment was reversed due to insufficient funds on XX/XX/XXXX '' - Next payment due : XX/XX/XXXX Multiple problems with this explanation : XXXX. I did NOT make XXXX payments in XXXX XXXX I have bank statements proving I made XXXX XXXX payment XXXX. The payment date changed - originally they said XX/XX/XXXX, now they're saying XX/XX/XXXX XXXX. The NSF return date doesn't make sense - banks don't take nearly a month to report insufficient funds. A payment attempted XX/XX/XXXX would not be reported as NSF on XX/XX/XXXX XXXX. XXXX confirmed the payment cleared- it was never returned for any reason XXXX. If I had made XXXX payments in XXXX and had all these problems, I would have remembered when calling in XXXX - I would have immediately understood why I couldn't make a XXXX payment XXXX - XX/XX/XXXX : Delay Tactics I received multiple letters from XXXX XXXX, XXXX XXXX XXXX XXXX, all stating they were " researching '' my complaint and would respond within XXXX days. 

Each letter just delayed resolution without actually investigating or addressing the issues. They were clearly stalling. 

Letters received : - XX/XX/XXXX - XX/XX/XXXX - XX/XX/XXXX - XX/XX/XXXX - XX/XX/XXXX All said essentially the same thing : " We're still researching, we'll respond soon. '' XX/XX/XXXX : The Story Changes Completely ( Unsigned Letter ) While organizing all my correspondence, I discovered an unsigned, undated letter dated XX/XX/XXXX, with a completely different explanation than anything they had told me before. 

This XX/XX/XXXX letter claimed : - I attempted a payment on XX/XX/XXXX which was returned on XX/XX/XXXX for insufficient funds - I made another payment on XX/XX/XXXX which did clear - Next payment due : XX/XX/XXXX for {$990.00} This timeline is IMPOSSIBLE and contradicts their previous explanations : XXXX. No bank takes XXXX months to return a payment for insufficient funds- XX/XX/XXXX to XX/XX/XXXX is 71 days. NSF returns happen within days, not months. 

XXXX. I contacted XXXX about this claim- they confirmed NO payment was attempted on XX/XX/XXXX, and no payment was returned on XX/XX/XXXX XXXX. I had sufficient funds in my account on XX/XX/XXXX - if a payment had been attempted, it would have cleared XXXX. This contradicts their XXXX letter which said the problem was a XXXX XXXX payment returned XX/XX/XXXX XXXX. The transaction history Fifth Third attached to this letter STILL shows the XXXX payment as " unapplied '' - contradicting their own new explanation XXXX. This letter was unsigned and appeared to have no official signature- I found this very odd The letter also stated Fifth Third had reviewed credit reporting for my mortgage loan and : - " determined that there were not reported delinquent for any payments in XXXX as of XX/XX/XXXX '' - Contact information was provided for credit reporting agencies This seemed to indicate they were acknowledging no delinquencies should be reported for XXXX. 

XX/XX/XXXX : Past Due Notice I received a notice dated XX/XX/XXXX, stating my account was past due in the amount of {$1000.00}, which included : - Payment : {$990.00} - Late Charges : {$41.00} - Fees : {$0.00} - Total due : {$1000.00} The notice warned about the delinquency being serious and potentially resulting in loss of my home. 

XX/XX/XXXX : Fifth Third Admits Error - THE SMOKING XXXX This is the most important document in my case. 

I received a letter dated XX/XX/XXXX, with the subject line : " Your Missing or Misapplied Mortgage Payment Has Been Posted '' The letter stated : " In response to your recent inquiry regarding a missing or misapplied mortgage loan payment, we wish to confirm that we have posted your payment ( XXXX ) according to your instructions. Please note that if any late fees were assessed as a result of this issue, these charges have been waived. Additionally, we have provided credit to your account in our bureau correction, if applicable. '' The letter apologized for any inconvenience and thanked me for choosing Fifth Third Bank. 

What this letter meant to me : Given the context of fighting for months about the XX/XX/XXXX payment that showed as " unapplied '' on all transaction records, I reasonably understood this letter to mean : XXXX. They had located the disputed payment ( XX/XX/XXXX payment for {$1000.00} ) XXXX. They had applied it correctly to my account XXXX. They waived any late fees that had been assessed XXXX. They corrected my credit bureau reporting XXXX. My account was now current and in good standing The language is clear and unambiguous : " missing or misapplied mortgage loan payment ... posted '' and " bureau correction '' provided. 

Any reasonable person would interpret this letter the same way. After months of fighting about a payment they claimed didn't clear ( but did ), receiving confirmation that the " missing or misapplied payment has been posted '' would lead anyone to believe they were now current. 

XXXX XXXX XXXX : Payment Made During Family Emergency XX/XX/XXXX ( Friday ) - Veterinary Emergency : On Friday morning, XX/XX/XXXX, my service dog woke up jaundiced ( yellow ). She was my best friend in the whole world and critical to my daily functioning as a XXXX person. 

I immediately took her to the emergency veterinarian and spent the entire day there. She was diagnosed with acute XXXX failure. 

I would have made my mortgage payment that day, but I was dealing with a life-threatening medical crisis with my service dog. 

XX/XX/XXXX ( Saturday ) : Despite the devastating diagnosis and emotional trauma, I made my mortgage payment the very next day- XX/XX/XXXX. The payment was {$990.00}. 

Based on the XX/XX/XXXX letter confirming my missing payment was posted, I believed I was current on my account and this XX/XX/XXXX payment was for XXXX ( due XX/XX/XXXX ). 

XX/XX/XXXX ( Tuesday ) Because XX/XX/XXXX was a Saturday and XX/XX/XXXX ( Monday ) was XXXX XXXX, the payment didn't post to my account until Tuesday, XX/XX/XXXX. 

This was well within any standard mortgage grace period, which typically extends until the XXXX or XXXX of the month. A payment posting on XX/XX/XXXX for a XX/XX/XXXX due date should never be considered late. 

I ultimately had to euthanize my beloved service dog due to her XXXX failure. This was XXXX of the most difficult experiences of my life. As a XXXX person, losing my service dog meant losing my independence and daily support. 

XX/XX/XXXX : Second Refinance Denied - Abuse From Representatives Interest rates had dropped again, even lower than in XXXX. XXXX contacted me to restart the refinancing process since rates were now very favorable and my previous appraisal was still valid for XXXX year. 

XXXX informed me that Fifth Third was reporting my XXXX payment as XXXX  days past due. 

My refinance was DENIED for the XXXX  TIME. 

I was shocked and immediately called Fifth Third on XX/XX/XXXX. 

The XX/XX/XXXX representative : * * - Claimed the XX/XX/XXXX letter " must have referred to payments from XXXX '' - This makes no sense - the letter was clearly in response to my ongoing XXXX dispute and said " in response to your recent inquiry '' - Called me " white trash '' - Called me a liar repeatedly - * * Made derogatory comments about my intelligence - Said it was " very simple '' and I was too ignorant to understand- Showed absolutely no empathy when I explained about my service dog 's emergency - Likely thought I was lying about the veterinary emergency What makes this even worse : Just XXXX days after this abusive call, I found the XX/XX/XXXX letter in my paperwork. That letter indicated Fifth Third had already determined the payment went through and there were no delinquencies in XXXX. 

This means on XX/XX/XXXX, they were arguing with me and calling me abusive names about a payment they had already confirmed cleared in their own XX/XX/XXXX letter. 

They were either : - Knowingly lying to me, or - So disorganized they didn't know what their own investigation found Either way, it's unconscionable. 

When I tried to explain the veterinary emergency on XX/XX/XXXX : - I explained my service dog became critically ill- I explained I was at the emergency vet all day XXXX - I explained I made the payment the very next day despite this crisis - I explained the Labor Day weekend delayed posting The representative showed absolutely no empathy and treated me like I was making excuses. This is consistent with their pattern of accusing me of lying about everything, even when I have documentation. 

I have complete veterinary records documenting : - The XX/XX/XXXX emergency visit with timestamps - The diagnosis of acute XXXX failure - Subsequent treatment attempts- The decision to euthanize- All medical records and bills XXXX - XX/XX/XXXX : Office of the President - No Resolution I escalated to the Office of the President and spoke with someone named " Al. '' Al from the Office of the President : - Stated they can not change credit reporting if a payment came in late, " regardless of circumstances '' - Argued with me in a recorded conversation - Tried to make me sound stupid - Made up explanations that were ridiculous - Showed the same dismissive, condescending attitude as other representatives The abuse and dismissal go all the way to the top of their organization. 

Even the Office of the President - supposedly the final escalation point - treated me like a liar who doesn't understand basic banking, despite : - The XX/XX/XXXX letter clearly stating my missing payment was posted - The XX/XX/XXXX letter indicating no delinquencies in XXXX - Veterinary records proving my emergency - Bank statements proving payments cleared - XXXX recorded conversations documenting their contradictory information PATTERN OF MISCONDUCT AND VIOLATIONS XXXX. Contradictory and False Explanations Fifth Third has given multiple contradictory explanations for the same alleged problem : Version XXXX ( XXXX ) XX/XX/XXXX payment returned XX/XX/XXXX for NSF Version XXXX ( XXXX ) XXXX XXXX payments applied, XX/XX/XXXX payment returned XX/XX/XXXX for NSF Version XXXX ( XXXX ) XX/XX/XXXX payment returned XX/XX/XXXX for NSF, XX/XX/XXXX payment cleared Version XXXX ( XX/XX/XXXX ) Missing or misapplied payment has been posted, late fees waived, credit bureau correction provided Version XXXX ( XXXX ) XX/XX/XXXX letter was about XXXX payments ( contradicted by letter 's own language ) Throughout all versions : Transaction records contradict the explanations and continue showing different information XXXX. Impossible Timelines - XX/XX/XXXX payment returned XX/XX/XXXX = XXXX  days ( no bank takes XXXX months for NSF XXXX - XX/XX/XXXX payment returned XX/XX/XXXX = XXXX  days ( still unusually long ) - Declaring default on XX/XX/XXXX before XXXX  days had elapsed XXXX. Rejection of Valid Evidence and False Accusations - Dismissed legitimate XXXX  bank statements with fabricated excuse - Accused me of hiring an actor to impersonate a bank representative during three-way verification call - Called me a liar even after bank confirmed payment cleared - Refused to accept evidence that would clear up the issue - Treated documented proof as if it were fraudulent XXXX. Harassment, Abuse, and Discriminatory Treatment Representatives have : - Called me " white trash '' - Repeatedly called me a liar - Made derogatory comments about my intelligence - Accused me of fraud and fabricating evidence - Shown no empathy for documented emergencies ( loss of service dog ) - Treated me with contempt and condescension at all levels, including Office of the President This treatment is discriminatory. Fifth Third has profiled me based on my XXXX payment history ( which was due to XXXX XXXXXXXX and financial abuse ) and decided I am : - A liar who can't be trusted - Someone too stupid to understand banking - A deadbeat who makes excuses- Not worthy of professional, respectful treatment My past payment difficulties were caused by circumstances protected under fair lending laws : - XXXX  XXXX - Financial abuse ( prevented from working ) - Loss of income due to abuse Treating me differently based on this history XXXX violate fair lending practices. 

XXXX. Systemic Disorganization - Different departments don't share information - Representatives at the Office of the President don't know what investigations found - Letters contradict each other - Transaction records don't match any explanation given - XX/XX/XXXX representative argued about a payment their XX/XX/XXXX letter confirmed cleared This isn't just individual errors- it's systemic dysfunction. 

XXXX. Admission of Error Followed by Continued Harm The XX/XX/XXXX letter is an explicit admission that : - There was a missing or misapplied payment - They posted it according to my instructions - Late fees were waived - Credit bureau correction was provided Yet after this admission : - They continued reporting me as late - They denied my second refinance - They subjected me to abuse - They claimed the letter was about something else entirely This is bad faith. You can not send a letter admitting error and correcting credit reporting, then claim the letter meant something different when it's convenient. 


RECORDED EVIDENCE I have XXXX recorded phone conversations with Fifth Third representatives documenting : XXXX. Contradictory information about my account status XXXX. Different explanations for the same alleged problems XXXX. Abusive language and false accusations XXXX. The three-way call with Chime where they accused me of fraud afterward XXXX. Representatives telling me my account is fine when it allegedly wasn't XXXX. Office of the President arguing with me and making up explanations XXXX. Dismissal of my documented veterinary emergency XXXX. Pattern of harassment and unprofessional conduct Michigan is a one-party consent state - these recordings are legal and admissible. 

I am willing to provide these recordings to the CFPB for review. They clearly demonstrate Fifth Third 's misconduct. 

-- - FINANCIAL HARM Direct Financial Losses : XXXX. Costs associated with refinancing attempts- Including appraisal fees paid when refinances were denied due to false credit reporting XXXX. Ongoing excessive interest payments- Trapped in XXXX  % interest rate when current rates are approximately XXXX  % or lower - Difference of XXXX  % + on my loan balance - Only $ XXXX going to principal at current rate - Losing thousands per year in excess interest XXXX. Late fees and charges- Assessed due to Fifth Third 's errors and misapplication of payments XXXX. Unable to access home equity - Need funds for : - Critical roof repairs- Debt consolidation - Other necessary home maintenance - Emergency expenses Future Financial Harm : XXXX. Can not refinance for another year - Due to false XXXX late reports on credit XXXX XXXX XXXX damaged for XXXX  years - False late payments will remain on credit report XXXX. XXXX be unable to purchase another home- If I need to sell due to inability to afford repairs, the credit damage may prevent me from buying another home XXXX. Continued financial instability - Unable to access equity, unable to lower payment, living on fixed XXXX income XXXX XXXX : XXXX. Severe emotional distress - Months of fighting, being judged &, accused of fraud XXXX. Health impacts - Stress during service dog 's illness and death, ongoing anxiety and XXXX XXXX. Loss of independence - As a XXXX person, losing my service dog during this ordeal compounded by inability to afford proper care due to financial stress XXXX. Time and resources - Countless hours on phone calls, writing letters, gathering documentation, filing complaints As a XXXX person on fixed Social Security income, I can not afford to : - Keep paying this excessive interest rate - Come up with an additional full payment they claim I'm behind - Continue losing equity in my home - Handle emergency repairs without accessing my home equity - Maintain my credit score for future housing needs - Endure continued harassment and abuse EVIDENCE I CAN PROVIDE I have extensive documentation of everything described in this complaint : Bank Records : XXXX. Complete XXXX  bank statements showing all payments cleared, including disputed XX/XX/XXXX payment XXXX. Statements showing sufficient funds at time of all payments XXXX. Statements proving I did NOT make XXXX XXXX payments Fifth Third XXXX : XXXX. XX/XX/XXXX letter declaring default and returning {$27.00} XXXX. XX/XX/XXXX investigation response with payment history XXXX. Multiple delay letters from XXXX XXXX, Office of the President ( XXXX XXXX ) XXXX. XX/XX/XXXX unsigned letter with impossible timeline and statement about no XXXX delinquencies XXXX. XX/XX/XXXX past due notice for {$1000.00} XXXX. XX/XX/XXXX letter : " Your Missing or Misapplied Mortgage Payment Has Been Posted '' XXXX. All other correspondence from Fifth Third Transaction Records : XXXX. Transaction histories showing " unapplied funds '' and contradictory information XXXX. Multiple versions of transaction histories with different information Refinance Documentation : XXXX. Denial letters from XXXX but can easily get them ( both attempts ) XXXX. Communication from XXXX about credit reporting issues Veterinary Records : XXXX. Complete veterinary records from XX/XX/XXXX emergency visit XXXX. Documentation of diagnosis ( acute XXXX failure ) XXXX. Records proving I was at emergency vet all day XX/XX/XXXX. Treatment records and euthanasia decision documentation XXXX. Veterinary bills showing dates and services Recorded Conversations : XXXX. XXXX recorded phone conversations with Fifth Third representatives. documenting : - Contradictory account status information - The three-way call with XXXX  and subsequent fraud accusations- Abusive language ( " white trash, '' " liar, '' etc. ) - Different explanations for the same problems - Office of the President call with " Al '' - Dismissal of veterinary emergency - All dates, times, and representative names documented Documentation Notes : XXXX. Detailed notes from every phone call with dates, times, representative names, and what was said XXXX. XXXX of all events with supporting documentation I am prepared to provide all of this evidence to the CFPB. 

-- - LEGAL VIOLATIONS Fifth Third Bank 's conduct appears to violate multiple federal laws : XXXX. Fair Credit Reporting Act ( FCRA ) - Reporting false information to credit bureaus - Failing to investigate disputes properly - Continuing to report false information after confirming error ( XX/XX/XXXX letter ) XXXX. Real Estate Settlement Procedures Act ( RESPA ) - Failure to properly respond to qualified written requests - Failure to provide accurate account information - Mishandling of payment application XXXX. Fair Debt Collection Practices Act ( FDCPA ) - Harassment and abuse - False representations about payment history - Threatening loss of home based on false information XXXX. Fair Housing Act / Equal Credit Opportunity Act ( ECOA ) - Discriminatory treatment based on past payment history resulting from XXXX  XXXX - Treating borrower differently based on protected circumstances XXXX. Truth in Lending Act ( TILA ) / RESPA Servicing Rules- Failure to provide accurate payoff information - Misapplication of payments - Failure to properly credit payments WHAT I AM REQUESTING XXXX. Immediate Credit Reporting Correction - Remove all false late payment reports * * from my credit files with XXXX, XXXX, and XXXX  - Provide written confirmation that corrections have been made - Ensure no future false reporting occurs XXXX. Written Acknowledgment of Errors Fifth Third must provide a written statement acknowledging : - The XX/XX/XXXX letter confirmed a missing/misapplied payment was posted - Late fees were waived as stated in that letter - Credit bureau correction was to be provided as stated in that letter- I reasonably relied on this letter when making my XX/XX/XXXX payment - Any subsequent " lateness '' resulted from their error, not mine - My credit reporting should reflect accurate payment history XXXX. Complete Payment History ( QWR under RESPA ) - Detailed accounting showing exactly how every payment has been received, applied, reversed, or held as unapplied - Explanation of all discrepancies in their records - Clarification of actual current account status XXXX. Financial Compensation A. Reimbursement of Direct Losses : - Costs associated with refinancing attempts that were denied due to false credit reporting, including appraisal fees XXXX. Compensation for Excessive Interest : - I have been trapped in a XXXX  % interest rate when I should have been able to refinance to approximately XXXX  % or lower- This represents XXXX  of dollars in excess interest per year - Compensation for the difference from XX/XX/XXXX to present, and ongoing until credit is corrected XXXX Reimbursement of Fees : - All late fees assessed due to Fifth Third 's errors - Any other fees or charges resulting from their mishandling XXXX. Investigation into Employee Conduct - Investigation of the representative who called me " white trash, '' a " liar, '' and accused me of hiring an actor - Investigation of all representatives who provided false information - Investigation of Office of the President handling of my complaints - Review of recorded conversations I can provide - Disciplinary action as appropriate - Training on professional conduct and fair treatment of borrowers XXXX. Systemic Compliance Review Fifth Third 's mortgage servicing practices require regulatory oversight : - Their record-keeping is clearly inadequate - Departments don't share information - Representatives at the highest levels don't know what investigations found - Their treatment of vulnerable borrowers violates multiple laws - Their handling of disputes is improper I am requesting the CFPB conduct a comprehensive review of Fifth Third 's : - Mortgage servicing practices- Payment application procedures- Dispute resolution processes- Employee training and oversight - Compliance with RESPA, FCRA, FDCPA, and fair lending laws XXXX. Opportunity to Refinance Given that both my refinance denials were due to Fifth Third 's false credit reporting : - Ensure my credit is corrected immediately - Provide a letter I can give to lenders confirming the late payments were reported in error - Allow reasonable time for credit corrections to be reflected before any new credit checks WHY THIS MATTERS I am a XXXX XXXX woman living on Social Security after escaping an XXXX relationship where I was not allowed to work and lost substantial income. 

I worked extremely hard to rebuild my credit and maintain perfect payment history for a full year so I could refinance this predatory mortgage and afford to keep my home. 

Fifth Third Bank 's misconduct has : - Destroyed my credit for 7 years over payments that cleared my bank - Trapped me in an unaffordable XXXX  % mortgage with only $ XXXX going to principal - Denied me the ability to refinance XXXX  when rates dropped - Caused me to incur costs for refinancing attempts that were denied due to their false reporting - Prevented me from accessing equity for critical home repairs- Subjected me to harassment, abuse, and false accusations of fraud - Caused severe emotional distress during the loss of my service dog - Treated me as less than human based on past circumstances resulting from XXXX  XXXX The XX/XX/XXXX letter gave me every reason to believe that my account was caught up, and next payment due was XXXX payment

Company response to consumer: Closed with explanation