Consumer complaint received 2019-04-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: FIFTH THIRD FINANCIAL CORPORATION
State: FL

Complaint narrative:
You previously referred me to FHFA and apparently they have no specific department/section/division who is responsible to properly investigate my complaint. 

This is an update of our original request for assistance from your office. 

In a recent letter received from Ms. XXXX XXXX, representing Fifth-Third Bank in which she acknowledged receipt of our original home loan agreement. As she noted the language contained in the contract is void of any requirements for us to submit any type of contractor 's license, etc ... in addition to any receipts in reference to the repairs of our home. However, according to her, as the Service Provider for XXXX XXXX they are obligated to follow XXXX XXXX guidelines, regardless of what the terms and conditions contained in the above agreement. 

XXXX XXXX, has refused to acknowledge and/or provide any additional direction or instruction to Fifth-Third Bank to include requested written communication regarding same. 

It appears that XXXX XXXX is in cahoots with Fifth-Third Bank by unlawfully failing to abide by the terms and original agreement of our home loan. XXXX XXXX as also with malice has purposely refused to resolve this conflict and continues to point to their vendor as the agency responsible and Fifth-Bank points to XXXX XXXX as states they are only following XXXX XXXX guidelines. 

XXXX XXXX, as well as Fifth-Third Bank, is unlawfully withholding the insurance proceeds received in this matter and is, therefore, causing an undue burden on and preventing the commencement of the needed repairs to our home. 

Today I just received a phone call from a XXXX XXXX representative " XXXX '', who essentially advised that she had reviewed my complaint and concluded that she found nothing wrong with the way my claim was being processed. In fact she explained that everything was being conducted in accordance with their policy and service guidelines. When I asked her if she had reviewed the terms and condition of the original home loan, XXXX stated she had not and in fact admitted she did not have a copy of same. Apparently XXXX conclusions and opinions are solely based on presupposed assumptions, misinformation, a total lack of comprehension in contract law as well as what her vendor has communicated to her. 

In other words XXXX XXXX and/or their vendor have not done anything wrong and are not going to change their minds, even though the original terms and conditions of the home loan are being violated and not adhere to. 

When I requested that this complaint instead be referred to their legal department, she told me she would not do that because their legal department does not provide legal opinions to consumers! In fact, the request was not for me per se, but for them in that I was hoping that someone with some experience and knowledge of contract law could investigate this matter and could advise XXXX XXXX and/or Fifth-Third Bank accordingly.

Company response to consumer: Closed with explanation