Consumer complaint received 2026-05-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: FIFTH THIRD FINANCIAL CORPORATION
State: FL

Complaint narrative:
* * Date : * * XX/XX/XXXX * * Loan Number : * * XXXX * * Property Address : * * XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX To Whom It May Concern : I am submitting this formal * * Notice of Error and Request for Information * * under the * * Real Estate Settlement Procedures Act ( RESPA ), Regulation X, 12 CFR 1024.35 and 1024.36 * *, regarding errors in the servicing and application of my mortgage payments. Background Since the inception of the mortgage I have made 2 payments per month at approximately {$2700.00} each period ( estimated mortgage payments {$5400.00} ) ; I have to call each month to have the payments combine and applied toward the next months payment due. Up until now I have not had any issues with this process. Since approximately * * XXXX XXXX * *, I have been making * * two mortgage-related payments per month of {$3000.00} each * * to proactively address an escrow shortage caused by increased property taxes. Before beginning this process, I contacted Fifth Third Bank on two separate occasions and was advised that an escrow analysis would eventually be performed and the shortage would be addressed at that time. To avoid a large future escrow payment increase, I elected to make these additional payments voluntarily. Each month, I have had to call Fifth Third Bank near month-end and request that : 1. My two {$3000.00} payments be combined, 2. The amount needed for my next monthly mortgage payment be applied to the upcoming due date, and 3. The remaining excess funds be applied toward my escrow shortage. This process had been handled previously. Payment/Application Error For XX/XX/XXXX, I made the following payments : * * * XX/XX/XXXX : * * {$3000.00} * * * XX/XX/XXXX : * * {$3000.00} On or about * * XX/XX/XXXX * *, I contacted Fifth Third Bank and specifically instructed the representative to combine these two payments and apply them toward my * * XX/XX/XXXX mortgage payment * *, with the remaining balance applied toward escrow. I was specifically told this had been taken care of. However, when I attempted to make my next payment in XXXX, your system incorrectly showed that my * * XX/XX/XXXX mortgage payment was still due * *, preventing me from making my normal payment. I then made multiple attempts to contact Fifth Third Bank : * I was disconnected multiple times after long hold times. * I was routed to incorrect departments. * I was eventually told your team was behind and there was no timeline for resolution. * On another call, I was told the payment would be corrected within * * 57 days and backdated to XX/XX/XXXX. * * * I requested a supervisor, but no supervisor ever came to the phone. As of * * XX/XX/XXXX * *, my payment still has not been properly applied. Notice of Error I believe Fifth Third Bank has committed XXXX or more servicing errors, including but not limited to : * Failure to properly credit and apply payments received ; * Failure to accurately reflect the payment status of my loan; * Potential improper placement of funds into a suspense or unapplied funds account; * Failure to provide accurate information regarding the status of my mortgage account ; * Potential exposure to improper late fees, delinquency status, or negative credit reporting due solely to servicing errors.

Company response to consumer: Closed with explanation