Consumer complaint received 2024-01-05 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: TN

Complaint narrative:
PLEASE SEE MY LAST COMPLAINT WHICH HAS NOT REACHED A FINAL RESOLUTION : XXXX 5/3rd Fiasco : Hardship application website - been to this and submitted the requested documents. Was told someone would get back to me. One person did in XXXX. I called him back but never head back again. - XXXX on XX/XX/XXXX Ive called during normal business hours and after business hours - no one has replied or responded besides XXXX. 

XXXX - left message XXXX - left message XX/XX/XXXX - left message XX/XX/XXXX - spoke to XXXX XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX - New trial program started ( starts in XXXX ) {$1200.00} for 4 months - XXXX is last payment - Loan will become a 40 year loan, should stay at {$1200.00} XX/XX/XXXX - left VM about payment XX/XX/XXXX - XXXX said Im good about missed payment and that they would debit the account again XXXX - XXXX. Got ta do everything all over again XX/XX/XXXX - Submitted new hardship application XXXX - Spoke to XXXX. She said they have my application and that someone would be in touch with me. She said to call every so often because they XXXX at their jobs. 

XX/XX/XXXX - Escalated with complaint - XXXX helped <3 Sending in more paystubs & room mate agreement. XXXX is single point of contact ( apparently ). XXXX was the first person to offer the complaint department today. 

XX/XX/XXXX - Sent everything above XX/XX/XXXX - XXXX explained whats still needed and that the foreclosure date has been moved out. They acknowledged the mistake of giving me incorrect information back on XX/XX/XXXX. Need to send two things to them listed in XXXX email to me. I sent documents immediately after call. 

XXXX - left voicemail, asking if they needed anything from me XX/XX/XXXX - called to return some calls I had missed from them. Left VM asking for call back. More phone tag. 

XX/XX/XXXX - spoke to XXXX about nothing. More of the same dysfunctional XXXX. Told me to call sooner in the day. 
She notated my account with the same information as last time I imagine. Also left a voicemail for XXXX in the complaints department. Phone call got dropped. 

XX/XX/XXXX - Filled XXXX ear with all of my complaints. Spoke to XXXX on a second call and got clear on the P & L document issue XX/XX/XXXX - spoke to a guy. He talked to XXXX and XXXX said my file was complete as of now and to sit tight. 

XXXX - left voicemail asking for call back XXXX - XXXX to XXXX again XXXX. No new information. Theyre still reviewing things. Filing complaint with CFPB today and contact XXXX XXXX about proceeding with her help. Current foreclosure date set for XX/XX/XXXX XXXX - got package XXXX - called and got XXXX but asked for XXXX. XXXX on call back from XXXX. 

XX/XX/XXXX - Call center person called me and said that I wanted to talk to XXXX or XXXX. Called XXXX back immediately after. Good progress on getting my stuff sorted out. 

XX/XX/XXXX - XXXX called and left a VM. Called her back and left a VM. 

XX/XX/XXXX - sent loan modification documents in XX/XX/XXXX - more phone tag with the single point of contact department as well as left XXXX a voicemail XX/XX/XXXX - called with no answer or VM option XX/XX/XXXX - called with no answer or VM option XX/XX/XXXX - received call from Customer Solutions Department. Was asked if I wanted to arrange a payment with the agent. This is the first Ive heard from 5/3rd since I sent the loan modification docs in. Still absolutely dysfunctional. The amount I was asked to pay also was about {$200.00} over the amount that the loan modification documents said it would be. The person I was speaking to clearly had no idea about what has been going on with my loan.

Company response to consumer: Closed with non-monetary relief