Consumer complaint received 2020-08-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: FIFTH THIRD FINANCIAL CORPORATION
State: CA

Complaint narrative:
My mortgage is with Fifth Third Bank in the amount of {$2000.00}. I have never missed a single payment because it has been on auto-pay for 5 years. In XX/XX/XXXX they added an additional {$15.00} to my Mortgage Loan Statement increasing my Total Amount Due to {$2000.00}. When my monthly payment for {$2000.00} was paid on time, they deducted {$15.00} from the payment. Because they deducted this amount, my mortgage payment was rejected and I was charged {$100.00} late charge. 

When I called to inquire as to why this was happening they could not answer. They said it was a mistake and they would fix it. The following month my Mortgage statement had an additional {$15.00} on it again for a total of {$2000.00}. And again I made my normal payment of {$2000.00}. And again, they told me my payment was insufficient. And again I called them to figure out what was going on. And again, they said they didn't know and could not provide any further information. 

This has been now going on for almost a year with no resolution. Fifth Third Bank has been harassing me with phone calls and letters demanding payments. When I speak with their customer service department to try to resolve this matter, they bully and try to extort money from me. 

They have now put 5 late payments on my credit report even thought I HAVE MADE EVERY SINGLE MORTGAGE PAYMENT ON TIME. I have spoke with numerous people at every level who have promised to resolve this to no avail. I have followed up with Fifth Third Bank in accordance with their communication protocol including phone calls, faxes, and opening a case number. NONE OF THIS HAS MADE ANY DIFFERENCE. They refused to remove the marks from my credit and continue to harass me. I have kept detailed records and attempted to resolve this in good faith wasting hundreds of hours on calls and writing correspondence. 

They just refuse to address this issue and continue their assault. Just to make it absolutely clear, I have not received a single call or correspondence to resolve this matter, just payment demands. Not a single correspondence of mine has be responded to. 

I am now in the process of refinancing my loan and am unable to to continue the process because of my credit report being ruined and Fifth Third Bank falsely stating that it is because I have not made my payments. 

Timeline : 1 ) Fifth Third took over my loan from MB financial in XX/XX/XXXX. 
2 ) My mortgage payment at the time was {$2000.00}. 
3 ) In XX/XX/XXXX, {$15.00} was added increasing the amount due to {$2000.00}. 
4 ) XX/XX/XXXX, Late charge of XXXX + prior months payment not being properly accounted for plus an additional {$2000.00} totalling an amount due of {$4200.00} 5 ) XX/XX/XXXX, {$15.00} again added increasing the amount due to {$2000.00}. 
6 ) XX/XX/XXXX, {$15.00} again added increasing the amount due to {$2000.00}. 
7 ) XX/XX/XXXX, Amount due now 2 x {$2000.00} of {$4100.00} 8 ) XXXX, XXXX, XXXX, XXXX, XXXX, Same as XXXX. 

During this period there have been 5 delinquent marks on my credit report by Fifth Third Bank. 

My Complain number with Fifth Third Bank is # XXXX XXXX XXXX from Fifth Third is my most recent contact. Her direct number is XXXX. 

For the attachments I've provided my statements, emails & faxes that support this complaint. 

Thank you in advance for your attention to this matter. I'm happy to get on a call and/or provide further information to help resolve this unfortunate situation. 

Regards

Company response to consumer: Closed with explanation