Nicole Mallo

@FifthThird We will provide identifying information privately. Please do not return us to the same disconnected departments. Confirm that this is being assigned to an executive mortgage-servicing team with authority to investigate and correct the full account.

We have to call for every update. Fifth Third does not call when our application status changes or when something else is supposedly needed. Representatives repeatedly told us everything had been received, but new requirements appeared only after we called again.

PUBLIC MORTGAGE SERVICING COMPLAINT @FifthThird We are Nicole and Andrew, and we need an executive mortgage-servicing escalation. After about 15 years without a late mortgage payment, Fifth Third added escrow and increased our payment from $1,449.21 to $2,631.41.

We also request recalculation of the affected payments, reversal of related late fees, correction of inaccurate credit reporting, access to all hardship and modification records, and a coordinated review involving Loss Mitigation, Hardship, Escrow, Tax and Insurance.

We request: One empowered executive case manager Correction of the escrow calculation The actual documented reason escrow was imposed Restoration of the May 22 timeline An immediate decision on the pending forbearance

We were also told to call Tax and Insurance separately to remove parts of escrow. No department could identify who has final authority, what agreement required escrow, whether our waiver was revoked, or how we supposedly accepted any change.

Prior forbearance, Loss Mitigation, and supposed loan-modification documents are not readily accessible in either portal. Hardship cannot explain why. We had to separately request that Fifth Third print and mail the documents to us.

The portal currently states that all required components have been completed and no documents are needed. Recorded calls should also confirm when Fifth Third representatives told us the application was complete or that everything had been received.

Fifth Third then changed our forbearance timeline from our May 22 request to a late-June date, even though the delays resulted from portal problems, inaccessible forms, failures to notify us, and slow mail—not from any failure by us to cooperate.

Fifth Third’s mailed communications routinely arrive 2–3 weeks after the dates printed on them. For example, a document dated June 25 did not arrive until July 12. We cannot respond to forms or requests we have not received.

Fifth Third admitted it was having problems with its mortgage-assistance portal but never notified us. The portal may list a required document without providing the actual form or download link. We must call before Fifth Third will email or mail its own document.

We have to call for every update. Fifth Third does not call when our application status changes or when something else is supposedly needed. Representatives repeatedly told us everything had been received, but new requirements appeared only after we called again.

Fifth Third’s own portal contains conflicting tax figures. One screen lists estimated annual property taxes of $11,033.40. The loan-specific tax screen lists an annual estimated disbursement of only $3,662.26.

The January escrow statement said the next escrow analysis would not occur until March 2027. Yet another analysis dated June 17, 2026 suddenly appeared in our Document Center. Fifth Third gave us no call, email, letter, or notification that it existed.

The $4,067.43 escrow shortage and homeowners insurance are listed separately, so they do not explain why annual property taxes are shown as $11,033.40 in one place and about $3,662 in another.

Fifth Third admitted it was having problems with its mortgage-assistance portal but never notified us. The portal may list a required document without providing the actual form or download link. We must call before Fifth Third will email or mail its own document.

In January 2026, Fifth Third generated an annual escrow analysis that increased our payment to $2,631.41. The principal-and-interest portion remained $1,449.21. Fifth Third added $1,182.20 per month in escrow.

We have to call for every update. Fifth Third does not call when our application status changes or when something else is supposedly needed. Representatives repeatedly told us everything had been received, but new requirements appeared only after we called again.

The unexplained increase of nearly $1,200 per month caused or materially contributed to our need to request another forbearance on May 22, 2026. We are now behind while Fifth Third continues delaying that review.

The January escrow statement said the next escrow analysis would not occur until March 2027. Yet another analysis dated June 17, 2026 suddenly appeared in our Document Center. Fifth Third gave us no call, email, letter, or notification that it existed.

The $4,067.43 escrow shortage and homeowners insurance are listed separately, so they do not explain why annual property taxes are shown as $11,033.40 in one place and about $3,662 in another.

Fifth Third’s own portal contains conflicting tax figures. One screen lists estimated annual property taxes of $11,033.40. The loan-specific tax screen lists an annual estimated disbursement of only $3,662.26.