Consumer complaint received 2026-05-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IL

Complaint narrative:
I am filing this official complaint regarding XXXX mortgage accounts with Fifth Third Bank due to ongoing payment processing failures, improper collection activity, erroneous late fees, and a serious potential account security issue caused by the banks internal system errors. Both mortgage accounts were in good standing before these internal processing failures. Mortgage Account # 1 Ending In : XXXX Property Address : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, IL. XXXX Mortgage Account # 2 Ending In : XXXX Property Address : XXXX XXXX XXXX XXXX, XXXX, IL. XXXX Checking Account Ending In : XXXX I have used the same Fifth Third Bank checking account for mortgage payments for over five years. This checking account has been open since XXXX and has consistently maintained sufficient funds to cover both mortgage payments at all times relevant to this complaint. Beginning on XX/XX/XXXX, and continuing through XX/XX/XXXX, I made several attempts to submit my mortgage payments through Fifth Third Banks online payment portal. During these attempts, the online system was not functioning properly. I contacted Fifth Third Bank by phone and was informed by a representative that there were known issues with the online system related to recent platform updates. The representative encouraged me to attempt the payments again the following day. On XX/XX/XXXX, I successfully submitted payments on time for both mortgage accounts through the online portal and received confirmation notices indicating that the payments had been received and processed successfully. Based on these confirmations, I reasonably believed my mortgage payments had been properly submitted and scheduled for withdrawal from my checking account. However, on XX/XX/XXXX, I received a phone call from Fifth Third Banks collections department regarding allegedly unpaid mortgage payments. After logging into my online banking profile, I discovered that the payments had never been deducted from my checking account despite the confirmations I had received. I immediately contacted Fifth Third Bank at XXXX on XX/XX/XXXX, to report the issue and seek a resolution. During that call, a representative acknowledged that there had been a glitch in the online payment system caused by recent updates to the platform. The representative assured me that no late fees, penalties, collection actions, or negative credit reporting would occur because the issue was caused by the banks internal system failure and not by any action on my part. The representative then advised me to allow duplicate payments to be processed over the phone and assured me those transactions would process successfully. I agreed and authorized the payments over the phone. Shortly afterward, I received additional payment confirmations via text message. Despite these assurances : The mortgage payments still have not been deducted from my checking account as of XX/XX/XXXX. I have continued receiving collection calls and collection letters. Late fees have been assessed to both mortgage accounts. I remain concerned about potential negative credit reporting for circumstances entirely outside of my control. Since XX/XX/XXXX, I have spoken with at least ten different representatives and supervisors from both the Mortgage Department and Mortgage Consumer Solutions regarding this issue. Multiple representatives acknowledged irregular activity and unusual transaction history on my mortgage accounts and repeatedly stated that the issue appeared to be caused by an internal system bug or processing error. Several escalation tickets were reportedly submitted on my behalf ; however, I never received a callback from management or any meaningful resolution. On XX/XX/XXXX, and XX/XX/XXXX, supervisors informed me that the routing number associated with my payment account could not be verified and claimed this was the reason the payments failed to process. However, the routing number currently associated with my mortgage payment profile does not belong to any account I own and is completely different from the checking account information I have consistently used for mortgage payments for more than five years. I believe another customers banking information may have been mistakenly attached to my profile due to Fifth Third Banks internal system error. This raises serious concerns regarding account security, privacy, and the banks handling of sensitive consumer financial information. Additionally, despite a supervisor assuring me on XX/XX/XXXX, that the incorrect routing information had been corrected, the incorrect account information still remains visible on my online profile ( see attached screenshot captured at XXXX XXXX on XX/XX/XXXX ). This situation has caused significant stress, frustration, wasted time, and concern regarding my mortgage standing, financial reputation, and the security of my banking information. I have made every reasonable effort to resolve this matter directly with Fifth Third Bank, yet the issue remains unresolved. I am also including copies of : Checking account statements Both mortgage account statements Online payment confirmations Text message confirmations Documentation showing assessed late fees Documentation showing that payments were never deducted from my checking account despite being confirmed by Fifth Third Bank representatives and the online payment system I am requesting the following actions immediately : Proper processing and posting of my mortgage payments using my correct checking account information ( accounts ending in # XXXX and # XXXX ). Removal and reversal of all late fees, penalties, and collection activity related to this issue ( accounts ending in # XXXX and # XXXX ). Written assurance that no negative credit reporting will occur related to these payments. Immediate removal of any incorrect routing or banking information associated with my online profile. A full investigation into how another routing number became attached to my account. Written confirmation that my personal and banking information remain secure and uncompromised. Direct communication from a qualified escalation specialist or manager authorized to fully resolve this matter. My checking account balance is currently {$4900.00}, which further demonstrates that sufficient funds have continuously been available to cover the mortgage payments in question. The failure to process these payments was not due to insufficient funds, but rather the result of Fifth Third Banks internal system errors and account processing failures. This issue was caused by Fifth Third Banks internal systems and not by any failure on my part to make timely mortgage payments. I expect immediate corrective action, accountability, and resolution.

Company response to consumer: Closed with explanation