Consumer complaint received 2025-02-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: FIFTH THIRD FINANCIAL CORPORATION
State: CA

Complaint narrative:
On XX/XX/XXXX, I lost my home in the XXXX XXXX XXXX. It was completely destroyed as well as my entire community. My insurance company gave me a dwelling check for {$530000.00} made out to myself and the mortgage bank, FifthThird. I was directed to Customer Service for the Loss Draft Department. Per their instructions, I signed and mailed the check to Fifth Third ( with a corrected zip code by the post office since FifthThird gave me a very wrong one ) by certified delivery on XX/XX/XXXX. They received my letter and cashed the check on XX/XX/XXXX. The check was {$290000.00} MORE than the balance due on my mortgage which as of XX/XX/XXXX was {$230000.00}. They told me they would process the loan payment and return the remaining funds to me. Then the problems began. I started calling a week later and repeatedly since then for updates and status and have been told that it is " still processing '' and they are " getting approval from the Investor '' and " things take time '' - but FifthThird IS the investor so they were the ones approving the payoff. I received a Mortgage Loan Payoff Statement on XX/XX/XXXX which contained a Valid Through date of XX/XX/XXXX. Oddly, the Payoff Statement was dated XX/XX/XXXX, a full day before I even mailed the certified letter to them requesting to payoff the loan. They mailed the Loan Payoff Statement- with a deadline - to the XXXX XXXX address that had just burned down further causing delays. When I called regarding the statement I was told it was too late, it expired. We discussed sending a new offer but I never saw one. Other than the Loan Payoff Statement, which was useless, they have never called me once, texted me, emailed me or sent me any form of communication regarding the status of what they're doing. As of today, XX/XX/XXXX I have no answers and they have had my check for 2 weeks. 
I have called and spoken to 5 ( five ) people since the day my check was cashed with no one giving me an answer on : 1 ) the status of the check 2 ) if my mortgage has been paid, and most importantly 3 ) where is my remaining. {$300000.00}??? 

I have spoken with : XXXX XX/XX/XXXX : She told me I had no choice but to mail the bank the entire check. 
XXXX ( XXXX XXXX ) XX/XX/XXXX : She gave me a different address to mail with an incorrect zip code that was later corrected by the post office while sending it certified delivery. 
XXXX XX/XX/XXXX : Never bothered to mention that the check was received and cashed that very day. 
XXXX XXXX again ) XX/XX/XXXX : Couldn't tell me anything that mattered. 
XXXX XX/XX/XXXX : Spent time discussing a new Mortgage Loan Payoff Statement, but I never saw it. 
XXXX XX/XX/XXXX : Tired of him not hearing what I was asking, I asked XXXX if I XXXX speak with his supervisor XXXX ( sp? ) but she relayed that she was unavailable. I asked to have my contact information left with her for a return phone call as soon as possible, but she never called me back. 
XXXX XX/XX/XXXX : I called a different customer service number that I found, but XXXX only directed me back to the bunch named above from Customer Service in the Loss Draft Department. I'm going in circles. 

Interest on my mortgage grows at a rate of {$46.00} each day while they delay closing my loan. Additionally, withholding my part of the check that has nothing to do with the mortgage is unscrupulous, perhaps fraudulent and at best unethical. I requested the loan closing documents be dated XX/XX/XXXX the day they cashed my check. I should not have to pay additional interest because of their delays. They have not responded. 

I lost my entire home and my community on XX/XX/XXXX. I am trying to rebuild my life and am in need of the money the bank has decided without cause or reason to hold on to for over 2 weeks now. I feel they have been yanking me around with wrong information, late letters and useless paperwork to make it appear they are doing something when all they are doing is delaying the process for their own financial gain. I can't help but feel this is all intentional. I'm only asking for them to do their jobs, honestly, quickly and efficiently.

Company response to consumer: Closed with explanation