Consumer complaint received 2026-04-29 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: MI

Complaint narrative:
Complaint Against : Fifth Third Bank ( Mortgage Servicing ) Issue : Mortgage servicing errors, refusal to accept payments, inaccurate credit reporting, and improper communication practices Complaint : I am filing this complaint regarding ongoing servicing errors and improper handling of my mortgage account by Fifth Third Bank. As of XX/XX/year>, I have confirmed multiple concerning and contradictory actions by the bank : Fifth Third Bank has repeatedly refused to accept payments from me, despite my making good-faith efforts on at least XXXX separate occasions to bring the account current. I specifically offered to resolve the balance over XXXX payments aligned with my pay schedule, and I was told the bank does not accept partial payments. When the original issue started there was a payment of {$400.00} made that was returned and further shows good faith effort was being made to make payment. At the same time, they continue to claim I am delinquent, even though they refused to accept the payments that would have resolved the delinquency. The bank states that payments are due on the XXXX, yet they historically withdrew my autopay on the XXXX, creating confusion and inconsistency in how the account is managed. They confirmed they stopped processing my autopay due to delinquency, while also separately stating that a missed payment was due to a system blackout, which is clearly not my fault. Also a payment has been taken out every month since the orginial incident. Then an error on their end is being passed on to me ( XXXX autopayment ) They continue to assert that my XX/XX/year> payment was not made, despite my ability to provide proof that it was paid. They have changed reason on the XXXX payment now from 'blackout ' to 'deliqunecy '. The bank has stated they do not have or can not release call transcripts or records, preventing me from verifying what I was told during prior conversations. Additionally, Fifth Third Bank previously acknowledged that they had incorrect contact information on file for me, meaning that important account communications may have been sent to unknown third parties. This raises serious concerns regarding both servicing practices and the handling of my personal financial information. Despite these acknowledged issues and contradictions, the bank has : Continued to report negative and damaging information to the credit bureaus Refused to remove inaccurate reporting Continued collection efforts, including repeated calls, while the account is actively disputed Impact : Significant damage to my credit profile Financial harm Ongoing stress and disruption, despite repeated good-faith efforts to resolve the issue Desired Resolution : Immediate correction of all servicing errors and proper application of payments Removal of all inaccurate negative reporting from XXXX XXXX XXXX XXXX Written confirmation that derogatory reporting has been removed Refund or waiver of any fees caused by servicing errors in including fees incurred while sending personal information to incorrect phone and email A full and accurate accounting of my loan, including payment history Investigation into the banks refusal to accept payments and contradictory statements Investigation into improper handling of my contact information and communications Immediate cessation of collection calls while this dispute is under review I have made repeated, documented attempts to resolve this issue directly with Fifth Third Bank, but those efforts have been unsuccessful. I am requesting immediate review and corrective action. Today alone I was on the phone over an hour trying to pay and twice was disconnected from the call and had to restart my explanation and waste over an hour and a half of work time. Thank you for your time, XXXX XXXX XXXX

Company response to consumer: Closed with explanation