Consumer complaint received 2019-02-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: FIFTH THIRD FINANCIAL CORPORATION
State: LA

Complaint narrative:
In XXXX of XXXX I purchased a property which has a mortgage that was sold to Fifth Third Bank. At that time, I purchased a homeowners insurance policy from XXXX XXXX for this property. On or around XX/XX/XXXX I switched insurance providers to XXXX. During this week in XXXX I contacted Fifth Third to ask what was required of me in order to change insurance providers. I was instructed to list Fifth Third on the policy and given a mortgagee clause / address. I forwarded this information to XXXX. I have attached a Proof of Insurance document from XXXX showing Fifth Third Bank listed under the mortgage clause. 

On XX/XX/XXXX I received a letter from XXXX stating they have tried contacting Fifth Third Bank multiple times regarding payment of the homeowners policy via the escrow account set up through my mortgage account. The letter from XXXX is requesting payment in the amount of {$2400.00} and indicates that if this is not resolved within 20 days then I will be billed personally for the homeowners insurance policy. This letter from XXXX is attached to this correspondence. Additionally, according to my most recent mortgage statement from Fifth Third dated XX/XX/XXXX, there is currently {$3400.00} in escrow. This should be more than enough to cover the homeowners insurance premium. This most recent mortgage statement has also been attached. 

On XX/XX/XXXX at XXXX XXXX I called Fifth Third Bank using the contact information provided on my statements. The first representative I spoke with informed me that the policy on record was XXXX XXXX. I stated that my insurance had changed to XXXX. The representative then directed me to their insurance department line ( XXXX ) to correct my information where I then spoke to a second representative. The second Fifth Third representative then told me that my listed insurance provider was already listed as XXXX. She then confirmed that Fifth Third Bank had in fact already received the bill and quoted me the exact amount ( {$2400.00} ) listed for the premium. Then she told me that the payment of the policy was caught up in processing and that Fifth Third would be contacting XXXX directly to figure out how to pay them. 

I waited 48 hours as a courtesy, and then contacted XXXX around XXXX XXXX  the night of XX/XX/XXXX. I was told by XXXX that they had still not received payment, and that no one from Fifth Third had contacted them. I was also told that they have been sending invoices for payment since XXXX of XXXX. Afterwards, I asked for advice on how to proceed and was instructed to call XXXX the following week to set up a conference call between myself, XXXX, and Fifth Third Bank to get the matter straightened out. 

I contacted XXXX around XXXX XXXX the morning of XX/XX/XXXX. At this point, XXXX, a representative for XXXX, and I called the number ( XXXX ) for the insurance line at Fifth Third Bank. We sat on hold for over an hour with no answer before hanging up. XXXX then tried to call the main Fifth Third phone line. After sitting on hold for another long period someone finally answered and then directed him to the same number we had already tried for the insurance department. XXXX then took my number and told me he would continue trying, and that he would call me once he got someone on the line. XXXX updated me repeatedly throughout the day and was never able to get anyone from the insurance department to pick up the phone. Due to the time sensitivity of this matter, and the continued inaction on Fifth Thirds part, I have decided to file a complaint against Fifth Third Bank in hopes of expediting payment to XXXX and avoiding personal charges for insurance that I have already paid for through my escrow account.

Company response to consumer: Closed with explanation