Date Received: 2022-06-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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:
State: IL
Zip: 60172
Submitted Via: Web
Date Sent: 2022-06-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I had my computer taken over by a scammer without my knowledge and through XXXX, money was taken from my account - one time {$500.00} and another time {$490.00} for a total of {$990.00}. I have tried to get it back into my account and have disputed the bank 3 times and they will not refund my money because it was with a third party XXXX.
Company Response:
State: IN
Zip: 46368
Submitted Via: Web
Date Sent: 2022-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: This isnt exactly the category I selected but its the closest I could find. My fifth third bank account was hacked. The address and phone number on file were changed as well as the online banking password. This is a secondary checking account that I rarely use so I dont check it often. When I realized I couldnt login on XX/XX/22 I spent hours reaching out to fifth third, dealing with rude representatives and got the run around because I didnt have the phone and address on file, because it had been hacked and changed. I was finally advised that I had to go to a branch which was extremely inconvenient because fifth third is not prominent in North Carolina and its not close to reach a branch. I visited a branch and was able to review the transactions on my account. There was a {$10.00} XXXX transaction made on XX/XX/22, I have never used XXXX in my life. Later there was a mobile deposit of {$1400.00} on XX/XX/22 that I did not make and a check copy was not provided to me. Following that there was a XXXX transaction of {$400.00} and {$600.00} on XX/XX/22 as well. As stated, this is not my XXXX account nor my activity. On XX/XX/22 the check for {$1400.00} was returned and noted as fraud on the statement. This over-drafted the bank account resulting in several fees and rejected payments for reoccurring transactions. I received a letter dated XX/XX/22 that the dispute for {$1000.00} has been denied because they feel the transactions were valid. I am on XXXX as my only source of income. In XXXX, I had no access to my funds because they were used to cover the overdraft amount and now I will not be able to recoup any of that money. They will not assist in getting me access to my online banking so I am still in the dark as to whether or not additional fees are being added to the account as its likely still in the negative since they are denying my claim. On XX/XX/22 I filed a complaint with the XXXX and the dispute was reopened with Fifth Third. I spoke with a representative who confirmed that I was a victim of account takeover. He was able to access that the transactions were made in XXXX ( Again I live in XXXX, NC ) and also that several logins were done on a XXXX device, I have XXXX XXXX XXXX. I am sure this conversation can be confirmed as these calls are allegedly all recorded. I received correspondence today that the fraudulent activity has once again been denied.
Company Response:
State: NC
Zip: 28806
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-26
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Hi a Few days ago on XX/XX/XXXX at XXXX at 53rd bank in XXXX XXXX the address is XXXX XXXX XXXX indiana, I deposited an amount of XXXX into a Fifth Third Atm. The machine counted and took the money but did not acknowledge the money and did not accurately show in my statements. I spent over XXXX hours on the phone and even went into the bank where I was then discriminated against. I filed a police report for the theft and would like to sue my bank.The incident happened in XXXX Indiana, and I am a resident of XXXX XXXX Indiana. Please help. This bank has taken part of illegal practices and have taken my money before. Ive also filed a complaint with the company and they have started a dispute process but they are known to always reverse the decision and negatively impact your account. I was left having an XXXX XXXX inside the bank location when I found out no one was helping.
Company Response:
State: IN
Zip: 464XX
Submitted Via: Web
Date Sent: 2022-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-25
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Two disputes have been filed over the last several months with 5/3 Bank. They have been unresponsive to resolving the cases. I have complete documentation of the emails that were sent to 5/3 containing the information they requested. In my opinion it is less costly for the Bank to do nothing than use the resources to close the case.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was induced to wire {$48000.00} to XXXX XXXX a fraudulent foreign exchange broker. The transactions were for the following amounts to the respective parties : {$10000.00} on XX/XX/2021 to XXXX XXXX XXXX / XXXX XXXX XXXX {$18000.00} on XX/XX/2021 to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and {$20000.00} on XX/XX/2021 to XXXX XXXX XXXX XXXX XXXX XXXX I requested a return of my funds from XXXX XXXX, my bank ( Fifth-Third Bank, XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX has returned the {$10000.00} wired to XXXX XXXX XXXX XXXX The XXXX XXXX XXXX XXXX The fraudulent broker 's bank ) and Fifth-Third Bank ( my bank ) have disavowed any responsibility for the bank fraud.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/22 I wire transferred {$500.00} from 5/3 bank in XXXX, IL to XXXX XXXX. The money was never received by the third party and my bank is just fobbing me off. The money was never received by the recipient.
Company Response:
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The Mortgage is in CARES Act forbearance. In XX/XX/XXXX I entered a Trial Period Plan with the servicer. Pursuant to the plan, I timely paid servicer 3 trial payments. The final trial payment was made on XX/XX/XXXX. I contacted the servicer several times asking when I would receive the modification documents and was told they were being processed. I called the servicer on XX/XX/XXXX and spoke to XXXX XXXX. She requested trust documents which I sent her the same day. She responded to my email and confirmed receipt of the trust documents. Unable to reach the servicer by phone, I sent a letter on XX/XX/XXXX by registered mail asking that the loan modification documents be provided. I did not receive a response. I called several more times to inquire about the status and was finally told last week that the trust documents had been misplaced and therefore servicer had sent me another Trial Period Plan, requesting that I make another 3 trial payments. I was told the new Trial Period Plan proposal was sent on XX/XX/XXXX. Today is XX/XX/XXXX and I still have not received it. I would prefer that the servicer and lender not breach the original bargain and send me modification documents to sign pursuant to the original Trial Period Plan letter.
Company Response:
State: CO
Zip: 80209
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Got pre approval for mortgage in XXXX XXXXWent under contract with new build in XXXX. Builder required commitment letter within 30 days. Fifth third never provided it. Close date on home expected in XX/XX/XXXX th 2022. It is now 1 week before closing and still no commitment letter from fifth third. They only look at case once a week and request additional info every Friday. I promptly provide info requested within 24-48 business hrs and they take another week to look it over and come back with additional info requested. I am now 1 week from closing, and builder is unwilling to push back closing date. I will lose the house, with no place to go. I am out {$16000.00} deposit to the builder in addition to application and appraisal fees fifth third has charged. I escalated issue to managers and supervisors, they are non responsive. Worse experience of my life. I bought a house years ago and never went through such a horrific experience. They are the worse. Worse of all lawyers wont take the case since even though they believe in my case simply because its not worth it to them. Something should be done about this
Company Response:
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2022-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is related to XXXX Mortgage. On XX/XX/XXXX I received a call from my mortgage company that my mortgage payment had not been received. I explained that my records indicate the payment was sent on XX/XX/XXXX. The representative acknowledged that the payment was received and that they would ensure the payment was applied to my mortgage. On XX/XX/XXXX I received a second call from the mortgage company about not receiving my mortgage payment. I explained to the representative that I had previously talked with their office and was assured the payment was received. The representative again confirmed payment was received and would ensure that it was applied to my mortgage. I expressed concern that this payment matter needed to be corrected as it was not approaching 30 days and I didn't want it to impact my credit score. On XX/XX/XXXX, I called to inquire about the payment and was advised that the payment was not applied. I also learned that the the payment wasn't applied because it was short due to an increase in my escrow payment. This was the first time it was communicated to me that the payment was insufficient. I agreed to pay the shortage and requested that this delinquency not be reported to the credit agency as it was now 30 days before they communicated the reason for the shortage. They refused to accept responsibility for failing to communicate the reason the mortgage payment was not applied. I sent a request to the Office of the President at XXXX Mortgage requesting that this error be corrected. The office of the president responded that I had hung up before the representative could explain the reason for the shortage. I explained that that was not accurate. The representative assured me that the payment was received and that they would ensure it was applied. I requested a formal investigation including a review of the recorded taping. The office of the president claimed they reviewed the recordings and recited that I was told the reason for the payment shortage. This is categorically incorrect and false. I explained that the bank representatives on XXXX occasions assured me the payment would be applied. The bank employees did not explain that my payment was short or why the payment was insufficient. Moreover, the bank held my payment due to an escrow shortage... when they should/could have applied the at least part of the payment to the mortgage balance. This was a failure of the bank to communicate accurate information. If the information were communicated in both phone communications ( which were initiated by the bank ) then the 30 day delinquency could have been avoided. This is a failure on the bank... not on me as the consumer. The bank further states that they sent a communication about the shortage on XX/XX/XXXX. While I don't dispute this, I can say that the communication was not received until after the XX/XX/XXXX communication. Therefore, I was unaware that the payment was delinquent or why it was delinquent. The only communication I had was with the bank on XX/XX/XXXX and XX/XX/XXXX. I believe the bank has changed their response ( as noted above in the example where they indicated that I was unavailable for the representative to provide an explanation ... This is not true. They later came back with a separate explanation. I requested a copy of the recorded conversations and I haven't received them.
Company Response:
State: GA
Zip: 30328
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A