Consumer complaint received 2019-12-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: FIFTH THIRD FINANCIAL CORPORATION
State: NY

Complaint narrative:
In XXXX, 2019, I applied for a Mortgage Modification through Fifth Third bank, which holds the primary mortgage on my home. I also have a Home Equity Line of Credit through XXXX XXXX. Fifth Third approved the trial for the modification and I was told that if I made three payments in a row on time, the new amount would be my mortgage payment amount moving forward and that would be the end of the trial period. 

I proceded to make the payments on time ( see attached statements from my bank ) and I am currently up to date on my modification payments. However, after I made the third trial payment, I was told that the modification could not be finalized because a third party, not previously mentioned, needed a subordination agreement fom XXXX XXXX  which holds my HELOC. I told them to call XXXX XXXX. The Representative I spoke with at the time said they could not do that to protect my privacy. They told me I needed to call XXXX  and get the subordination agreement. I called XXXX XXXX  and they told me to just have Fifth Third call them. They said that was standard practice and it happens all the time. I called Fifth Third and they reiterated that they could not and would not call XXXX XXXX. They told em to get a list from XXXX XXXX  of the requirements for a subordination agreement. I called XXXX  and asked them to send me a list of their requirements for subordination agreement for modification. I forwarded what they sent to me to Fifth Third and it turned ou not to be the correct list. The list XXXX  sent me was for a Refinance. 

At the end of XXXX, I spoke with Fifth Third hoping there had been some progress amongst the banks. Understanding there had been no progress, I arranged a conference call between the two banks and whn i finally got them both on the phone, the representative from XXXX XXXX  dropped out of the call. I told the Fifth Third Rep to call XXXX back at the number I used because the two reps had been on long enough to get my permission to discuss my situation. The Fifth Third Representative refused to do this and told me it was TOO MUCH EFFORT. 

At the end of XXXX, I checked in again and still no progress had been made. At this point I went to the XXXX Branch in XXXX XXXX, NY and sat with a representative who got reps from XXXX XXXX departement that handles loss mitigation and a rep from Fifth Third on the phone. The XXXX Rep said they were faxing over their list of requirements to get the ball rolling and Fifth Third said they would process it. Both banks at that time assured me that this would get things moving and I would not have to worry about this. 

XX/XX/XXXX, my ex-husband phoned to let me know that Fifth Third had reached out to himinsisting he owes them around {$20000.00} as both of our names are on the mortgage and modification. On XX/XX/XXXX, Fifth Third canceled our modification because they never obtained the Subordination agreement from XXXX XXXX. At that time, they told me my loan was delinquent and I would have to pay them {$19000.00} None of this makes any sense to me whatsoever. I am attaching my bank statements showing that I have been making my modified payments every month on time. I am attaching the business card for XXXX XXXX who assisted me with starting this process. She is a HUD Certified Housing Counselor. I am also attaching the Notice I received from Fifth Third indicating that my home loan is " 154 days and {$28000.00} in default '' and that I am at " risk of losing my home. '' I have also attached the Mortgage Loan Statment for the year showing what Fifth Third says I have paid to date. 

This entire process is overwhelming and I think that the bank has deliberately done this in order to try to pursue foreclosure on my house. This is criminal behavior.

Company response to consumer: Closed with explanation