Consumer complaint received 2026-02-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IN

Complaint narrative:
I am filing a complaint regarding a servicing error related to a mortgage reinstatement payment and foreclosure handling. 

On XX/XX/year>, I contacted Fifth Third Mortgage to confirm the exact reinstatement amount required to cure the default on the loan. Fifth Third had issued a mortgage statement dated XX/XX/year>, which listed a reinstatement amount of {$8900.00}, good through XX/XX/year>. A Fifth Third representative confirmed this reinstatement amount. 

Relying on this information, on XX/XX/year>, I submitted a same-day wire payment in the amount of {$8900.00}, which exactly matched the reinstatement amount stated by Fifth Third. 

The wire successfully completed and was later reversed at the recipients request, with the banking notation cancellation requested by the debtor. This indicates the payment was accepted and then returned by Fifth Third or its agent, rather than rejected due to insufficient funds, sender error, or incorrect wiring instructions. 

After the reversal, I was informed that the quoted reinstatement amount was allegedly incorrect due to internal error and that attorney fees should have been included, despite the reinstatement amount having been clearly stated on XXXX XXXX own mortgage statement and relied upon for payment. 

Despite this being a servicer-provided reinstatement amount and a good-faith payment attempt, Fifth Third has : Refunded the payment rather than applying it to reinstate the loan, Failed to provide a written reinstatement quote despite repeated requests, Refused or been unable to escalate the issue to a supervisor or Loss Mitigation, and Advised that I would receive a callback in XXXX days despite time-sensitive foreclosure risk. 

I have repeatedly requested : A written reinstatement quote with a good-through date, Clarification of where reinstatement payment must be sent ( Fifth Third vs. foreclosure counsel ), Confirmation of current foreclosure status, and Placement of a foreclosure hold while this servicing dispute is resolved. 

As of today, Fifth Third has not provided these items and has continued to route me through front-line representatives who state they do not have authority to escalate. 

This appears to be a servicing error involving a recipient-initiated wire reversal, failure to honor a clearly stated reinstatement amount, and failure to provide accurate reinstatement instructions, creating an ongoing risk of wrongful foreclosure. 

Update ( XX/XX/year> ) On XX/XX/year>, I again contacted Fifth Third Mortgage seeking escalation regarding this servicing error. I requested that the matter be documented as a formal servicing dispute and asked to be transferred to the department handling disputes or compliance due to foreclosure risk. 

Despite this request, the representative stated they could not escalate the issue and advised that I would receive a callback in XXXX days. When I reiterated that a callback was not acceptable due to foreclosure risk, I was placed on hold and subsequently routed back to an automated recorded menu rather than to a supervisor or escalation department. 

As of XX/XX/year>, Fifth Third has still not provided a written reinstatement quote, confirmed foreclosure status, or placed a foreclosure hold, and has continued to prevent effective escalation despite repeated requests.

Company response to consumer: Closed with explanation