Consumer complaint received 2025-01-28 00:00:00
Product: Mortgage — Conventional home 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: CO

Complaint narrative:
Since XX/XX/XXXX I have spoken with 8 different representatives who have given me a different story every time and in the end have REFUSED to make stop payment on an escrow check they sent for an account that I paid IN FULL directly with the homeowners company. I have been promised a stop payment so I can get my money back ( {$2600.00} ) and this morning XXXX was told that it was a " bulk check for various customers that was sent to the carrier '' and that I would " have to wait until they cashed the check '' to get a refund. I am XXXX XXXX XXXX and this company is going to XXXX XXXX 

The following email was sent to FIFTH THIRD BANK, XXXX, on XX/XX/XXXX ( and today 's call reaped no resolution whatsoever - see above ). 

XXXX XXXX XXXX demand of pending resolution Immediate stop payment on check # XXXX for {$2600.00} and IMMEDATE return of that money to my escrow to bring account to XXXX balance. Once completed, IMMEDIATE termination of escrow with Fifth Third ( I will be paying taxes and insurance directly. ( Attached - proof of my payment OF {$2600.00} BY ME IN FULL - for new homeowners with XXXX XXXX  attached and XXXX payment for real estate taxes. ) Gentlemen : I have been going back and forth with your company since XX/XX/XXXX and have received different stories from EVERYONE I have spoken with ( XXXX, XXXX in insurance, XXXXXXXX XXXX XXXX? ), XXXX and XXXX XXXX. In short, my new homeowners insurance was paid BY ME, IN FULL ( EFT debit see attached ). When 53 received NOTICE ( not billing ) of the new policy as the loss payee ( not a bill! ), someone sent a check for the full amount ( {$2600.00} ), which put my escrow into a negative. 

XXXX After 2 prior calls to Fifth Third that morning, I spoke with XXXX XXXX for over an hour ). During this call, I had XXXXXXXX XXXX XXXX XXXX billing department on the line, who confirmed with XXXX that NO check had yet been received by XXXX XXXXXXXX for the {$2600.00} purported to have been sent by Fifth Third ( later found out to be check # XXXX ) on XX/XX/XXXX. XXXX was diligent in his research and in speaking with his supervisor ( XXXX XXXX who said that a STOP PAYMENT would be requested. XXXX advised that this would take a few days and I should check back. I also asked about any late fee that would be assessed and was told that since I have NEVER been late and because of this situation, any late fee assessed would be reversed. During this call, I paid the $ XXXX difference in the negative escrow, leaving the negative {$2600.00} balance ( the ALLEGED check paid by XXXX to XXXX XXXXXXXX XXXX. [ I asked XXXX from The XXXX to send a letter confirming payment of my policy in full see attached. ] XXXX I called XXXX XXXX again and was advised that NO CHECK had yet been received by them from Fifth Third.

I then called 53 again, with XXXX from XXXX XXXXXXXX on the line, to find out the status of the stop payment and return of funds into my escrow account. I spoke with XXXX XXXX XXXX XXXX. S/he confirmed that there was an active ticket assigned XX/XX/XXXX with a target close of XX/XX/XXXX. XXXX from XXXX XXXXXXXX confirmed that NO CHECK had been received from 53 for the alleged {$2600.00} sent. XXXX was also kind enough to advise of the process to CEASE ESCROW through 53. XXXX also confirmed that any late fee assessed because of this situation would be reversed. 

XXXX I checked my online account this morning and did not see the {$2600.00} returned to escrow, as it still shows as a negative. I called XXXX XXXXXXXX and was advised AGAIN that NO CHECK had been received by them from Fifth Third. 

So, I called 53 AGAIN and spoke with XXXX, explaining AGAIN what was going on. After a time holding, she returned to tell me that the stop payment request was not submitted correctly. When I asked her to clarify what that meant, she could not, so asked for a manager.

She then transferred me to XXXX XXXX who was beyond rude! ). XXXX said I will not stop payment of the check because 53 had not received it back. ONCE AGAIN I explained that the policy was paid in full BY ME, XXXX XXXXXXXX STILL had not received the alleged check, and ALL of this was holding up everything to move forward. I adamantly explained that XXXX XXXXXXXX had NOT received a check from them, and it was now almost 2 weeks since it was alleged to have been sent. After arguing with me about what she would NOT do, and reprimanding me that I cant just stop paying escrow, XXXX finally asked for a check number ( which was given to me by XXXX, above ) and said she would open a case to see if the check cleared. She gave me a case number, and I asked for HER manager. She said her manager was XXXX and would transfer me and that I could leave a message and XXXX would get back to me in XXXX DAYS. When I was transferred, the voicemail was for a XXXX ( different from above ), and I left a LONG message as to what I have had to contend with ( above ), with NO resolution from anyone. 

I am XXXX XXXX XXXX and have NEVER been late with ANY payment in my lifetime, especially my mortgage. Now, because of the incompetence of people in your employ, you are risking MY credit when I have paid everything I am supposed to pay. 

I DEMAND IMMEDIATE RESOLUTION of this matter so that I can move forward with what is necessary. This includes ( 1 ) IMMEDIATE STOP PAYMENT on the above-referenced check and return of {$2600.00} to escrow to bring the balance to XXXX, as well as ( 2 ) IMMEDIATE TERMINATION of the escrow account AND ( 3 ) immediate application of my $ ____ P & I payment made XX/XX/XXXX, with NO late fee and with NO submission of a purported late payment to the credit bureaus. 

At XXXX XXXX XXXX, I CAN NOT handle this stress!!! PLEASE RECTIFY THIS IMMEDIATELY. Please call XXXXwith an immediate response as to the actions that will be taken. 

XXXX XXXX

Company response to consumer: Closed with explanation