Date Received: 2022-07-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I am a longtime customer of Fifth Third Bank, where I manage my checking and two savings accounts almost exclusively via my desktop computer. In the many years Ive been a customer, Ive not experienced any problems accessing my account online until XXXX of this year, when I could not log in from my desktop computer for an extended period. I first discussed the issue with my local branch on XX/XX/22. The rep had me try to log in using different browsers, changing browser settings, etc., to no avail. He stated that hed contact the banks IT department, who would work with me to fix the issue. I never heard from IT, and so contacted my local branch again. This time, I was told they couldnt resolve my account access issue and advised me to seek help from corporate customer service, which I immediately did. The rep in that department researched the matter and reported that there was a known, ongoing issue of browser compatibility. She informed me that IT was working on a fix but she could not estimate when the problem would be resolved. She suggested that I simply keep trying to log in each day. Eventually, I was able to log in to my account, but it wasnt long before I was locked out for the second time. In fact, the problem is recurrent. To date, there have been at least four instances in which I was denied access to my accounts for multiple consecutive days : XXXX XXXX ( 10 days ) ; XXXX XXXX ( 8 days ) ; XXXX XXXX ( 3 days ) ; XXXX XXXX ( >15 days ). After escalating the matter, I communicated with two representatives of the Office of the President, who, over the course of many weeks, attempted to mediate a solution with the banks IT department. A permanent fix still has not been made. I did learn that the recurring lockout is an unintended consequence of new security software and is triggered when my login credentials are used after the IP address of my desktop computer has updated. Because most personal desktop computers use a dynamic IP address, its occasional reassignment should not trigger a security lockout. Indeed, Ive never experienced this issue with any of the other financial institutions with which I do business. Apparently, the lockout imposed by Fifth Thirds security software is relieved automatically after an unspecified period of time. It can be lengthy, as evidenced by the current episode, which has lasted 15 days and is ongoing. Fifth Third Bank has been aware of this software bug for many months, but obviously has not devoted sufficient resources to resolving it. Many customers besides myself have been impacted. The webpage XXXX ( XXXX XXXX XXXX ) exhibits multiple pages of complaints registered over the past several months ( 154 in XXXX alone ) by Fifth Third 's customers experiencing account lockouts exhibiting similar characteristics : desktop computer couldnt login but mobile device could ; lockout period lasting many days before automatically resolving spontaneously ; OOPs error message received. Consequently, many of Fifth Third 's customers have not only been inconvenienced, but undoubtedly incurred fees arising from their inability to expeditiously manage their accounts.
Company Response:
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX, a scammer cheated us out of {$300.00}. Since this was XXXX XXXX, I called immediately the next business morning to put a stop to the charge. 5/3 Bank said they could not stop the charge, it had to clear, then they would try to get it back from XXXX. The scammer made it look like I was working with XXXX to get my money, but instead were able to get {$300.00} from us. On XX/XX/XXXX, XXXX gave us back the {$300.00} provisionally. Today, XX/XX/XXXX, the {$300.00} was removed from our account. They stated that they could not retrieve the money from XXXX, so they took it back from us and basically said, Oh well. We have asked to appeal this and they said they would reopen the case. This process could take another 30 days. They are not working with us or protecting us as they should as our financial institution. We have been with them for over 5 years and never had an issue like this. We sent them all the screenshots of the scam, as well as the case and report numbers we have from our local police department ( XXXX XXXX Police Department ) with a detective on the case, and the Federal Trade Commission.
Company Response:
State: KY
Zip: 40245
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I opened an account online during covid as a XXXX person. I attempted many many times to close my account online and with the assistance of many folks at the consumer line to no avail. I explained I can not go to a branch and that is why I opted for an online account and should be able to close the account in the same manner in which I opened the account- it is not reasonable to not be offered that option. Today I received another harassing phone call from the local branch threatening to report me to the credit reporting agency as the account has been dormant and they are charging me a XXXX fee each month. I was only able to reduce my balance to under XXXX online and not to close it. I asked it be escalated as a consumer complaint to management. A XXXX, XXXX XXXX, came on the phone and told me he was not permitted and did not have the ability to escalate this to headquarters. I told him this is a regulatory violation, including UDAAP and FCRA. I had him repeat on 6 occasions that he had no ability to escalate. I asked him who his prudential regulator was and he did not know. I asked twice. I asked if he was aware of what UDAAP or FCRA was and he did not know. I asked if he had any regulatory training and he had not. Additionally, I received no notice of the fees in writing ; perhaps online but as far as I was concerned, I cancelled my account as best I could by removing all my funds I was allowed as they did not have the means to appropriately close my account without contact. If they are suggesting the online is not good enough to close my account, why are they billing me for unfair fees through that process without notice? I just want my account closed and the ridiculous fees waived and the harassments to cease. Closing an account opened online, online is a reasonable assumption a reasonable consumer should receive.
Company Response:
State: IL
Zip: 60431
Submitted Via: Web
Date Sent: 2022-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company XXXX AKA the Bank ) offered us a post Covid19 forbearance modification plan. The modification agreement specified new extended amortization terms, as well as a reduced interest rate. The mortification agreement provided new monthly payments and terms to replace all previous amounts owed that remained from the original mortgage loan and the payments deferred during the forbearance period. We repeatedly asked ( and documented ) the Bank to provide us with disclosures, explaining how the new payments were calculated and they failed to provide this information. We had to accept the terms of the agreement in good faith and the agreement was signed by all parties and notarized in XX/XX/2021. Four months later in XX/XX/2021, after the new corresponding monthly mortgage payments were well established, the Bank informed us via a correction letter that they made an error and did not include deferred amounts in the modification. The Bank added those deferred payments to our mortgage account balance several months after the agreement was finalized, even though they were not authorized to do so, and we never agreed to this in the signed and notarized documents. We requested that these charges be removed multiple times and the Bank refuses to do so. In order to get the Bank to respond to any requests for additional information, we had to lodge a complaint with the XXXX XXXX XXXX XXXX XXXX XXXX ) in XX/XX/2021. In response to our complaint, as well as a subsequent complaint to the CFPB, the Bank first reported false information stating that we agreed to the new terms and signed new documentations. We provided proof that that their claims were false. The Bank then changed their response and in subsequent correspondence stated they can change the terms of the modification agreement without our approval, insisting that they had the right to do so under an Errors and Omissions statement ( O & E ) that was part of the modification agreement. The Bank already previously stated that we had to be responsible for their mistake using the same reasoning, simply misquoting the intent and conditions stated in the O & E. We previously documented how the O & E language is very specific and very clearly does not require a correction of this type of error. The Bank continues to change their story, after we demonstrated that the Bank 's various claims and reasoning for inaction were false, they are now going back to the same reasoning yet again, trying to delay and stall. The Bank provides false claims hoping to satisfy regulatory requirements, by just filing responses that were inaccurate and had no enforceable standings. After 10 months and 13 rounds of communication we exposed the flaws in their arguments. While the Bank finally provided disclosures, we originally asked for, they have refused to correct the deferred charges that are not part of the signed and notarized modified mortgage. In a response to our latest appeal the XXXX suggested that we again contact the CFPB as it overseas institutions the size of our bank. Based on the information we have provided to the XXXX, a copy which is attached, ( as well as the latest correspondence from the Bank, and our response ) we are hereby filing another complaint and ask that another request be forwarded from the CFPB to the bank to correct the situation.
Company Response:
State: CO
Zip: 80220
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I contacted Fifth Third customer service on Monday and finally was able to reach a representative on Tuesday. I described my dispute situation and she said that she was going to go on hold to file that dispute. On hold, after listening to horrible and glitchy hold sounds, the call ends with no resolution after being on hold XXXX minutes. Ever since I have been trying to reach the company through multiple numbers with XXXX minute wait times until I realize I dont think anyone will answer. Not sure what is happening in the Fifth Third Customer Service section, I just know it isnt much. Honestly considering moving banks, a specially if this issue is never resolved.
Company Response:
State: OH
Zip: 45013
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I mobile deposit a company paycheck on XX/XX/22 and my bank placed it on extended hold for no reason it will clear its a paycheck from my job Im working at I been without money for 4 weeks and I need my money my phone bill is overdue now it shouldnt take 4 weeks to verify a paycheck they told me I would get it on XX/XX/22 at XXXX and now Im going to get it XX/XX/22
Company Response:
State: KY
Zip: 40475
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I opened a mortgage with fifth third in XXXX and was offered points if I opened a checking account with them that the mortgage payment could be withdrawn from. I used the checking account for the sole purpose of paying my mortgage I typically put one to two months payments into my account at a time. I was looking into possibly getting a new vehicle and checked my credit report on XX/XX/XXXX. To my shock my credit report was trashed, showing 8 missed payments on my mortgage when I had never missed a payment. My credit report showed 2 missed payments from XX/XX/XXXX and XX/XX/XXXX, and several missed payments starting XXXX of XXXX ( probably about to get another one because XXXX hasn't posted yet ). I have never received any notice that my account was behind. After seeing this discrepancy, I immediately tried calling the bank, but it was after hours so I got on the fifth third website and spoke with XXXX. She first told me that my mortgage was behind a month and that it had been since XX/XX/XXXX. I explained to her that what she told me couldn't be possible as I have been making regular deposits and that the information on my credit report didn't support her account. She then " looked into it further '' and told me that I had " gotten off track in XX/XX/XXXX, getting back on track in XXXX of XXXX '' and that " what happened in XXXX happened again in XX/XX/XXXX. '' She informed me the bank reversed the payments. I asked if this was an issue with my checking account her response was, and I quote " You having a 5/3 checking account takes no effect on your mortgage payment. '' So apparently my 5/3 checking account has no bearing on my 5/3 mortgage even though I deposit the funds for my mortgage into that account and that my mortgage is pulled out of that account??? Monday XX/XX/XXXX I went to my local branch to try to get some answers and resolve the matter. It wasn't a whole lot of help but I was able to get some printouts of statements and a number to call. One of the statements was a monthly mortgage statement, I have never received a monthly mortgage statement. I also closed out the checking account that day. It was later in the day so I was unable to call the mortgage department as I was informed that they closed at XXXX. Tuesday XX/XX/XXXX I called the mortgage department as soon as I got home from work. I still tried talking to them to figure out what exactly happened but was told that payments had been reversed. I talked with a rep and a supervisor neither was much help. The supervisor I spoke with was XXXX employee number XXXX. She pretty much told me that the payments were reversed and that was that. Would not help me with the issue that is plaguing my credit. She told me that the bank had tried pulling my mortgage payment on the XXXX and XXXX but was unable to process the payment due to insufficient funds. Checking my statement, the funds were shown to be in the account on XXXX showing that the mortgage payment was reversed after the funds were in my account. I also inquired as to why I had never been notified of a missed payment. I was told that I should have gotten a notice or phone call. I got neither. I told her that I was given a mortgage statement from the local bank upon my XX/XX/XXXX visit and inquired why I never received one ( I get my statements through the mail ). She said she didn't know and that they are online so I " received notice '' via a form I had no knowledge of. She was pretty combative and of no further help. I made a payment over the phone to bring my mortgage up to date. I have done some more looking at my account on the fifth third website. Looking in my mortgage account details there is nothing stating my mortgage is behind, nothing in my inbox about it, alerts are specifically vague. Pay anything online and you well know that if you are even a day late you will see something in big bold letters alerting you to the fact apparently 5/3rd doesn't want you to know and expects you to hunt for it. Had I not run my credit I still wouldn't know. Looking at the XXXX checking account statement shows {$3100.00} of deposits and an ending balance of {$1000.00}. Any information that might inform you that they reversed the payment from the 5/3rd mortgage to the 5/3rd checking account seems purposefully pushed to the second page. 5/3rd 's own documentation seems to be purposefully misleading if not fraudulent. Couple that with the fact that while all this was going on I have somehow not been receiving monthly mortgage statements. I have in the past deposited funds into my checking account a few days after the first without having my mortgage payment reversed if 5/3rd bank is changing its timeline for reversing such payments it has a responsibility to notify it's customers. 5/3rd 's actions in this instance could potentially violate the Fair Housing Act. It is also their responsibility to notify customers that they are behind on their mortgage as they have not done in any way, shape, or form in this instance. I have also, on multiple instances, had problems being able to make deposits into my checking account due to problems with 5/3rd 's website and app which typically seem to happen at the beginning of the month.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/22 I received a text message from ( XXXX ) XXXX FreeMsg : From Fifth Third Bank : Did you attempt {$580.00} at XXXX Shopping Center? Reply YES or NO. If YES, you will not be charged unless you try again. If NO, we will mark this transaction as fraudulent. Msg & data rates may apply. I have never even heard of this bank or filled an applications with them. I would like for you to investigate the credibility of this bank themselves! Thanks
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 I deposited a cashiers check for {$5000.00} dollars at the Fifth Third bank in XXXX Indiana. When attempting to draw the money out I was of the check was fraudulent I told the bank manager it was not n to call the the bank the check was written on which he totally refused to do. I then contacted the sender he called his bank they told him the funds were there n the money was in my account. My bank manger said the check clear on there end. I have called the bank manager n the fraud department they still have the check theyve locked my account. This cashiers check is valid n I am in need of my money. Im not getting anywhere with the bank or fraud department n the sender of the check is not happy at all. Please help me solve this issue Thank XXXX XXXX
Company Response:
State: IN
Zip: 47905
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Access to my Fifth Third checking account has Ben blocked since Thursday XX/XX/XXXX and Fifth Third bank representatives have been very unhelpful in figuring out why this is. I have o access to my account at all! I cant view my balance, make or transfer payments and I am on hold for an average 1 1/2 hours just to be transferred to another rep that asks me the same questions yet is un able to help. At this point I just want to close my account and get all my money out. Fifth Third is the worst Financial Institution Ive ever dealt with, the customer service is non existent and they are terrible with communication amongst customers and each other. I wouldnt recommend this business to the worst person in the world.
Company Response:
State: OH
Zip: 45239
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A