Consumer complaint received 2026-05-19 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: GA

Complaint narrative:
Fifth Third Bank Complaint Overview Background and Initial Assistance In 2025, my husband and I faced significant medical and employment challenges. We appreciated Fifth Third Banks willingness to collaborate with us during this difficult period. Despite our efforts to comply with all instructions provided by the bank, we are now confronted with foreclosure proceedings against our home, which is both unexpected and distressing. Forbearance and XXXX XXXX Fifth Third Bank granted me a three-month forbearance, which was later extended to approximately XXXX months. Before the forbearance concluded, we were instructed to make XXXX trial paymentson XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, XXXX in the amount of {$2100.00}. We made each payment as directed. In XXXX, the bank provided a partial payment plan document for my signature and notarization. I was advised to skip the XX/XX/XXXX payment and resume payments on XX/XX/XXXX. We followed these instructions, skipping the XXXX payment and made the payment of {$2300.00} on XX/XX/XXXX. Communication and Appeals During XXXX 2026, we received a letter from Fifth Third Bank with a list of various plans they had reviewed. The letter advised us to appeal the decisions within a noticeably brief time. Given the urgency, we opted to accept the partial payment plan instead of appealing. Additionally, we received a new hardship application to complete, as well as the partial plan documents. I called the bank to clarify the appeal letter and the hardship application. The representative explained that if I agreed with the partial payment plan, I only needed to return the signed documents. I returned these documents in XXXX 2026 as instructed. Document Submission Issues In XXXX 2026, I received a call from Fifth Third Bank indicating that the notarized documents I submitted were incorrect documents and that the bank would be sending out new documents to be signed, notarize and returned. When I asked about the return deadline, I was told the documents had to be returned on XX/XX/XXXX. Since I was working out of state, I requested the documents be sent to my work address in Pennsylvania but did not receive them before leaving. On XXXX XXXX, 2026, I took the necessary documents to Fifth Third Bank in Georgia and had them notarized. The following day, XX/XX/XXXX, I returned the paperwork to the bank using the envelope they provided, mailing it via the XXXX store at XXXX. Returned Payments and Account Access On XXXX XXXX, 2026, I received a letter from Fifth Third Bank with a check for {$520.00}, stating that the payment was returned because partial payments are not accepted. On XX/XX/XXXX, when I attempted to make a payment via transfer, I discovered that I no longer had access to my mortgage account. I called the bank and was informed that my account access had been blocked due to its status. Despite this, the representative processed a payment of {$2300.00} over the phone. Confusing Responses and Foreclosure Threat In XXXX 2026, I contacted Fifth Third Bank to clarify why the check was sent. I was transferred to several departments. Customer care could not explain the payment, and collections stated they had not received my documents, thus preparing for foreclosure. When I questioned why I had not been notified, I was told they would call me on XX/XX/XXXX. When I asked why foreclosure proceedings were initiated after I returned the documents, I was transferred to the XXXX assistance department. There, I learned that partial payments are not accepted and the amount I paid was insufficient for a full monthly payment. I questioned why the bank had accepted XXXX trial payments ; the representative responded that they would have returned those payments if not sufficient and requested proof of payment for reimbursement. Ongoing Uncertainty and Request for Assistance Each time I called, I received different explanations about my account status. Some representatives claimed I never made payments, others said they never received my documents. I provided the tracking number from the return envelope but was told it was not a Fifth Third Bank tracking number and no record existed. The representative suggested I use a different envelope from another company for resubmitting documents. Meanwhile, I was told to submit another hardship application, which I did on XXXX XXXX, 2026. I am now extremely anxious about Fifth Third Banks actions and concerned that they made a mistake and are now attempting to take my home. I have followed all instructions, made requested payments, and returned all documents in the envelope provided. I am at a loss as to why the bank is pursuing foreclosure or if this is simply due to incompetence. Since XX/XX/XXXX to XX/XX/XXXX, I can not get an answer on the status of my application. Either it has not been received, or it was received, it was received with no signature. The application has been received and complete. I resubmitted twice with signature. The collections department that calls at XXXXam every morning indicates that there is no application. Even after I filed the initial complaint, there has not been any progress in this case.

Company response to consumer: Closed with explanation