Consumer complaint received 2020-05-28 00:00:00
Product: Debt collection — Mortgage debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IL

Complaint narrative:
Due to XXXX XXXX my husband and I filed bankruptcy in XXXX. We did not include our second mortgage with 5/3 Bank trying to avoid losing our home. From the time of filing Chapter XXXX, to the judges review of our case, there had been a gross miscalculation ( about {$600.00} to $ XXXXMonth ) of monthly payment we would have to make to the bankruptcy court. We have XXXX boys and the difference in payment along with health insurance premium & high deductible, we surely would have a hard time paying 5/3 Bank the full monthly payment. 

We reached out to 5/3 Bank, explaining our family 's hardship, asking if somehow, we could lower interest just to help us afford the payment. What was sent to us we couldn't so tried very hard to continue payment. Eventually we ran out of payment coupons sent to 5/3 with payment and called to request another book. I again asked if there was anything we could do to lower our payments and was told since we filed bankruptcy, I would not receive a new payment book and the agent could not speak with me. I was also informed if I could not afford full payment to remit what we could, which we did. 

On XX/XX/XXXX our bankruptcy was discharged due to hardship. 5/3 Bank sent correspondence to us after the discharge stating we immediately owed {$56000.00} which was reported to the credit bureau on XX/XX/XXXX. After the loan was discharged, we spoke to the Recovery Department and agreed to make monthly payments which we do make. 

In working very hard to rebuild our credit I'm happy to say we have been successful! Over the previous years we have put aside house repairs and are now badly in need. Recently we approached a bank to possibly refinance and combine our first mortgage with the amount due to 5/3 Bank. We however are unable to get an amount from 5/3 Bank that we can understand. 

On XX/XX/XXXX I received a phone message 5/3 Bank needed to speak to me regarding our account. I knew it was their quarterly call confirming monthly payments, I had also attempted calling a couple days before but could not reach them because of high call volume. Returning their message, I spoke to an agent who told me the balance was {$44000.00}. I wanted to report to her we would continue monthly payments, but she said she needed to transfer me to the recovery department where I spoke with XXXX. I also explained to him about needing a balance since we may refinance. He told me we owed {$57000.00}. I was shocked at the difference and asked him to explain to me. He said the {$13000.00} additional amount is due to interest & fees. I asked him to please provide me with a breakdown showing when the interest & fees were added to the account. Initially he told me he could not give me that breakdown. I explained that if we owed the larger amount, I wanted to make sure because of the large difference. He said he would try to talk to someone who " maybe '' could, and it would take 3-5 business days and to receive the information I would have to call back. 

I then spoke with the loan officer we currently are working with and he is also unsure of the balance due to 5/3 Bank since {$44000.00} was reported to the credit bureau on XX/XX/XXXX. 

on XXXX XXXX I again received a message on my cell phone to call 5/3 Bank. I did and spoke with XXXX. I informed her I would continue making monthly payments. I also asked her to verify our balance since I was given two different amounts by their reps. She told me {$57000.00} was due. Then she said, " oh, wait a minute '' and put me on hold. 
Came back on the line and said, yes, that is what was due. She offered a pay off letter which I thanked her for. I explained we also needed an accounting of the account showing dates the interest and fees were added. She said she could request an account history be sent to me but it would not specifically show dates the charges were added to the account. I again tried to explain I felt it was my right to know this information, especially since the difference of the two amounts is {$13000.00} - which is a huge amount to us! 

* This was written to the best of my knowledge

Company response to consumer: Closed with explanation