Consumer complaint received 2022-06-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IL

Complaint narrative:
The company 5th/3rd Fifth Third XXXX XXXX has had problems with verifying my property home owners association annual proof of insurance renewal and active status every year since they acquired the mortgage in XXXX from the original lender I had borrowed from. Each year, they have contacted me with numerous requests to provide these documents, claiming that they are not able to. Each year I've done so in good faith and with far more of my time and effort than is appropriate or acceptable. Each year, especially this year, I have put fourth a great deal of my own time to address this with them and the other parties, faxed and emailed them the appropriate contacts to the HOA and their insurance provider, as well as contact them both myself and have requested documents, as well as request to send them with each renewal. 

This year I responded to their letters of request of proof, and notice of charging me for them to buy this insurance and enforcing an escrow account, I contact them by phone in XXXX & XXXX on XXXX separate occasions with their Customer Service Department. I have the proof of insurance faxed to them by HOA on 1st and Insurance Co. 2nd occasion. Each time I follow up with customer service and they say they did not get the documents and am treated rudely. I contact the Office of President and make several complaints again regards to all of the above and dispute what they are threatening to do. He opens a case. Next the mortgage company sends more letters, including letters to draw from Autopay for an annual insurance premium to cover for an existing coverage which they have been made aware of in every previous year. In XXXX they auto debited from my funds approximately {$500.00}, weeks later their agent later refunded the full amount. However, their collections department barraged me with very unpleasant calls to the point of harassment, which I complained about. And then they established a corporate wide Cease And Desist with them contacting me by phone for any and all matters with my account. I complained at the time that the extent was unusual and unnecessary, as the original issue was raised with only with collections. Since it has remained Cease & Desist status on my account, so everyone there can see, even when I go into the local branch face to face. 

So this year I make additional rounds of calls and requests to both the HOA & insurance company to send proof of insurance to mortgage company. At this same time in this year XXXX they auto debit {$500.00} in addition to my XXXX monthly payment. They also send letters of enforcing an Escrow account and increased my monthly payment, which the also next do. I contact them by phone, to agent at Office of President to discuss all of above and make several additional complaints with their activities and the conduct of their representatives. Additionally, complaints that I had never agreed or signed at my closing, to any of these terms or approval to remove any funds from my auto pay institution for such. He said he understood, apologized and said he would follow up on how everything will be remedied. At this time, I file a complaint with the Office of the Illinois Attorney General. Since these events I learned from the Office of President, the Escrow is being enforced starting XX/XX/XXXX, and a credit was issues for {$390.00}, with the remaining {$110.00} being held for escrow. 
I again call and speak with the Office of the President case representative, make another attempt to dispute the now remaining {$110.00}, request this be refunded and escrow account and enforcement be discontinued. Told the case is closed, nothing more he will do. Reminded that in XXXX, this same action was taken and later refunded in full. Nothing further offered at this time. Lastly expressed that as a customer, I completely feel that I've been pushed around, bullied, harassed, punished and abused by them to this point, and these other issues are all secondary to this. Submitting this to CFPB and other actions in response.

Company response to consumer: Closed with non-monetary relief