Mortgage -- Trouble during payment process -- Complaint #9046835

Complaint Overview

Complaint ID: 9046835

Company: Fifth Third Financial Corporation

Product: Mortgage

Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

Sub-Issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

State: Florida

ZIP Code: 33009

Date Received: 2024-05-19T12:00:00-05:00

Date Sent to Company: 2024-05-19T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I am writing to file a formal complaint regarding the difficulties I have encountered in obtaining an accurate payoff balance for a mortgage account managed by Fifth Third Bank. Below are the details of my situation : Successor of Interest : I have been appointed as the successor of interest following the passing of the original borrower. Issue with Payoff Balance : I have been attempting to secure the accurate payoff balance for this account. However, the balance has inexplicably increased by approximately {$5000.00} without any itemized explanation. Investigation Efforts : I have reviewed county records which suggest that the additional fees charged are related to an order of sale. Despite this, I have been unable to obtain clear information or justification for these charges. Lack of Communication : I have contacted Fifth Third Bank 's mortgage servicing department multiple times, but they have been unable to provide answers regarding the fee increases. Attorney Unresponsiveness : I was advised to reach out to Fifth Third Banks attorney, XXXX, XXXX, and Associates, who has not responded to any of my electronic or verbal requests for information. Duration : This issue has been ongoing for over a year. Title Company Involvement : The title company I am working with has also faced difficulties in obtaining the correct payoff balance, as Fifth Third Bank has refused to respond to the title company request. I then have to call to follow up on why the are not releasing the information. Escalation Attempts : I sent a fax to the Office of the President of Fifth Third Bank and was assured the matter would be looked into. However, I have yet to receive a satisfactory resolution. Furthermore, Fifth Third Bank will not accept any payment exceeding the original payment amount, resulting in returned payments in the deceased borrowers name making it extremely difficult to payoff the debt prior to me deciding find a new service provider. As a result of these ongoing issues, I have been unable to close out the balance under the deceased borrowers name and switch the account to my preferred servicer. This situation has caused significant stress and inconvenience. These issues arose after the hardship application was submitted and approved. It was brought to my attention that the hardship approval was reversed because the agent who called to get a verbal acceptance did not properly record it in the system. This error resulted in the reversal of the approval, causing the loan to go into foreclosure status due to the employees mistake. I kindly request the CFPB 's intervention to ensure that Fifth Third Bank provides an accurate and itemized payoff balance and addresses the lack of communication from their attorney.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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