Date Received: 2022-06-22
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: On or around XXXX a purchase of 4 money orders was made with cash purchased at FIFTH THIRD BANK XXXX XXXX XXXX XXXX OH XXXX. Days later I was contacted by 2 different apartment complexes, & they both said the money orders were no good. So I went back to the bank and got 4 new money orders and the same thing happened. I reached out to the branch 1st by phone I was informed that they were still investigating. On XXXX I return ( FIFTH THIRD BANK ) to the same branch and informed the manager of the issue I produced the ledgers from the complex stating that the money orders were returned and that I was charged late fees ( {$850.00} ). she ( XXXX XXXX XXXX XXXX said she would further investigate. On XXXX I returned and requested further assistance and was told my only resolve was to contact 1-800 number for customer service they could not help me, I returned to the branch to request a cashier 's check and she ( XXXX XXXX XXXX XXXX REFUSED to issue a Cashier 's Check. I asked for a written statement of why she couldn't or wouldn't issue a cashier 's check or a refund and was told that my only option was to wait 180 days for them to investigate the issue. I asked for a higher-up 's number or email she refused to give me anything but the 1800 number that was a 3rd party who didn't even know the branch number. As a result of the unresolved issue, my company accumulated several unnecessary late fees due to an issue that could have easily been resolved. Due to the High level of uncooperative, and willful attitude, I had to visit XXXX XXXX XXXX XXXX FIFTH THIRD BANK XXXX XXXX XXXX XXXX XXXX OH XXXX, I was immediately issued a refund without question. XXXX XXXX XXXX XXXX had no clue about the unnecessary and strange protocol and said that those delays were not policies.
Company Response:
State: OH
Zip: 43224
Submitted Via: Web
Date Sent: 2022-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 5th 3rd Bank purchased our mortgage. We have attempted to make payments over 20 times. Every time we call the multiple phone numbers available online and in the paperwork sent to us, we receive rhe same message : " our call center is closed, please try again later. '' The hours they state are XXXX XXXX XXXX XXXX to XXXX XXXX XXXX XXXX. We have called multiple times in this window. We have sent in their automatic payment set up form via mail with receipt showing received. They have not responded to us in the entire month since they purchased our loan despite multiple efforts to pay.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: locked out of the mobile app and can not activate new debit card tried contacting Customer Service over 5 times with over hour-long hold times. contacted via social media as well with no resolution. after calling today and getting a callback rep advised me they need me to speak to a " specialist '' was transferred back to the IVR again and then waited for a new agent for 63 minutes before hanging up. I can not access my account online or activate my new debit card.
Company Response:
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-21
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: On XX/XX/2022 someone stole one of my checks from a blue drop box at the XXXX Ohio post office.They altered the check removed everything I had on it, and made it out to an unknown party for almost {$8000.00} which was taken out of my account when the check cleared. I notified 5th 3rd bank the next day, and my banker sent a fraud packet in which included the police report #. my funds have not been restored, nor have I received any conformation that this was reported to them. Please help me!
Company Response:
State: OH
Zip: 43228
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-18
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My father died on XX/XX/XXXX which we reported to the bank within three business days. On XX/XX/XXXX, 5/3 Bank placed a hold on a deposit by the XXXX. On XX/XX/XXXX, I attempted to close the account and became aware of the hold which caused me not to be able to close the account. On XX/XX/XXXX, I became aware that 5/3 Bank was still holding the payment and they were now charging a fee on the account. When contacted, 5/3 Bank finally acknowledged that they were holding the payment, that they had been holding the payment for almost 2 years and that they should not have charged the fee. They removed the fee, but are continuing to hold the payment until - at a minimum - XX/XX/XXXX some 2 years and one day after placing the hold. My complaint is with regard to the violation of federal requirements for holding deposits in excess of seven business days and the failure of the bank to resolve the situation when it was reported to them in person on XX/XX/XXXX. My mother and I appeared at the bank in person even though I have co-ownership of the account and durable power of attorney as the bank has previously required her to appear in person to handle other matters. The Account Services Representative consulted with the Branch manager and then refused to close the account or to release the hold in XXXX. I was instructed to contact the Social Security Administration to have the hold released (! ), and told that I could not pursue the issue further with 5/3 until they actually began charging me a fee as they asserted to me that the matter was being " looked into '' and that I was not being harmed as they were not actually withholding any funds. There was just a hold on the account. To be clear, 5/3 Bank was withholding access to a payment in the approximate amount of {$1800.00}. I contend that withholding funds rightfully belonging to my family and preventing my Mother from depositing the funds into an account which would have paid interest - or using the funds to pay debt if she had any - is absolute harm and is a violation of our consumer rights. I am additionally convinced that 5/3 Bank does this routinely and has placed similarly situated families in the same position.
Company Response:
State: IN
Zip: 462XX
Submitted Via: Web
Date Sent: 2022-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-16
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX Called and claimed I owed a debt ( {$940.00} ) to 5th 3rd bank from 12 years ago that I paid already. Claimed the bank discharged it as a loss and sent it to them. Threatened to damage my credit and take me to court if I didn't pay. Left a threatening voice mail as well. Claimed that if I paid on the phone right then and there they would take {$660.00} instead. When I questioned them they stated they were a real law office attempting to collect a legitimate debt. I went online and it quickly became apparent that this is a scam and they have been running the same scam out of different states and from different numbers.
Company Response:
State: CA
Zip: 90068
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I received a letter in the mail from Fifth Third Bank when I was late on one payment but never anything after that. ( So I know I can get mail from them/They have the correct address ) I had to reach out to them to send me a title and never got one. They gave me the run around for months as you can see in the transcripts. I NEVER got anything in the mail about my title or release of lien. They want me to pay the fee to get a new title because they say they mailed out the title and release of lien but I NEVER received it. Also did not receive their fax the first time and the second time took a week before receiving it. Paid off my title loan on XX/XX/2022. XX/XX/2022 I reached out to Fifth Third Bank to see when I would be getting my title. ( THEY NEVER REACHED OUT TO ME ) Transcripts XX/XX/2022 Fifth Third Bank " Hello XXXX, I am happy to provide you with the necessary information regarding the processing of your installment loan payoff. Once your current installment loan is paid off, it generally takes ten ( 10 ) business days to process the payoff from the date the payoff funds post to your account. Once the payoff is processed, any additional funds are sent to you and the title/lien release will be sent to you via mail. '' XX/XX/2022 Me " Okay, I paid off my loan on XX/XX/XXXX. It is now XX/XX/XXXX and I still do not have my title. Where is my title? It has been well over 10 days. '' XX/XX/2022 XXXX " I paid off my loan on XX/XX/XXXX. It is now XX/XX/XXXX and I still do not have my title. Where is my title? It has been well over 10 days. '' Fifth Third Bank " XXXX XXXX. Thank you for contacting Fifth Third Bank, this is XXXX. I am here to make your day a Fifth Third better. I'm happy to assist you with the car 's title. Let me take a look. I apologize for the delay there. We would need to send you the release of lien and then you take to the DMV and they create the title for you. We can mail it to you or fax it. To mail it please provided you with the mailing address and to fax it please provided the fax number. It take XXXX business days to generate plus mail time to arrive if mailed and just XXXX business days if faxed. '' Me " This is RIDICULOUS! I have paid off my loan over a month ago and contacted many times and just now hearing that I have to have a release of the lien! WHY WAS I NOT CONTACTED BEFORE ABOUT THIS?? Read fax number XXXX why was I not contacted about the release of lien? '' Fifth Third Bank " The fax has been requested. The mailed copy has also been requested. The request number is XXXX. Unfortunately we would not contact you about the release of XXXX and title being sent out. The XXXX was released when the title was sent out to you XXXX business days after the loan closes to the address we have on file. '' Me " Okay I never received any release of XXXX or title and IT HAS BEEN OVER A MONTH SINCE PAYING OFF THE LOAN. Also, you stated " title being sent out '' but just a few minuets ago you said you do not sent the title out. the loan closed over a month ago WELL OVER the 10 days and nothing was sent out Fifth Third Bank XXXX - XXXX PM Sorry I should clarified that I mean when the title was sent out when the loan closed original that was mistake at poorly wording that. We show those sent back on ********. '' Me okay if it was sent ******** then it was a month yesterday and still not received. XX/XX/2022 XXXX " I still have yet to receive my release of XXXX! It is now XX/XX/XXXX!!! On XX/XX/XXXX it was suppose to be sent out! Was also suppose to be faxed and has not been faxed '' Fifth Third Bank XXXX - XXXX XXXX Thank you for contacting Fifth Third Bank, this is XXXX. I am here to make your day a Fifth Third better. Hello XXXX! I am very sorry to hear you have not received the release of lien. I can review the inputted requests and help get another one ordered. I show the original release of lien was sent via USPS to the address on file XXXX. There was then a new request for a ROL on XXXX and the release of XXXX documents were sent to the same address on file XXXX. Release of lien documents take three business days plus mail time to arrive ( 5-7 business days ). Today marks the 4th business day of mail time. I would expect the document to arrive no later than next Wednesday or Thursday depending on your mail carrier/delivery. Me What was the tracking? It was never received. Also where do you get the 4th business day? Today makes the 6th business day is it was sent out on XXXX*** Read what is the tracking number? Fifth Third Bank XXXX - XXXX XXXX Thank you for contacting Fifth Third Bank, this is XXXX. I am here to make your day a Fifth Third better. Hello XXXX, I would be happy to go over your release of lien today. I do show that the item was mailed, it takes 1-2 business days to go out in our mail and then standard mail time to arrive. I believe you should receive the document sometime this week. XX/XX/2022 Me I have yet to receive my release of loan it was suppose to be sent out twice now and the second time was XX/XX/XXXX but today is the XXXX and I have yet to receive anything from you guys! Fifth Third Bank XXXX - XXXX XXXX Thank you for contacting Fifth Third Bank, this is XXXX. I am here to make your day a Fifth Third better. XXXX - XXXX XXXX XXXX, I apologize you had to contact us regarding that loan account. I am happy to review your account regarding that loan. XXXX - XXXX XXXX I am connecting you with a loan agent who can review that account. XXXX - XXXX XXXX Hello, my name is XXXX. I am here to make your day a Fifth Third better. The previous representative had to step away for a moment but I have read your request and am ready to help! XXXX, I am very sorry that has not been received yet! I will definitely look into this. XXXX - XXXX XXXX Congratulations on the payoff! That is very exciting! Yes, I am showing that it was sent on *******. I apologize, however, I am not seeing a request done on XXXX, but I will definitely submit another request. XXXX - XXXX XXXX XXXX XXXX : 3 Business Days The adjustment request was successfully submitted. The request number is XXXX. Me I will need a supervisor or management number because this has gone on way to long. Okay well the representative said in XXXX they would send another one out and if your not seeing it that means they did not send one out so I have been waiting once again for nothing. " ( copied & Pasted earlier reply ) Thank you for contacting Fifth Third Bank, this is XXXX. I am here to make your day a Fifth Third better. Hello XXXX! I am very sorry to hear you have not received the release of lien. I can review the inputted requests and help get another one ordered. I show the original release of lien was sent via USPS to the address on file XXXX. There was then a new request for a ROL on XXXX and the release of lien documents were sent to the same address on file XXXX. Release of lien documents take three business days plus mail time to arrive ( 5-7 business days ). Today marks the 4th business day of mail time. I would expect the document to arrive no later than next Wednesday or Thursday depending on your mail carrier/delivery. This is what your representative said sorry it was sent out again on XX/XX/XXXX not XX/XX/XXXX, I contacted on XX/XX/XXXX. Read It is now XX/XX/XXXX and I have yet to receive anything! And I was told it would also be faxed and it was not. Fifth Third Bank XXXX - XXXX XXXX I understand and I am sorry that you are going through this. I would recommend contacting customer service if you need it expedited. They may be able to. ************. Representatives are available to assist XXXX XXXX XXXX and XXXX XXXX XXXX. I am sorry for the frustration that the bank has caused you. Okay, thank you. Yes, I am seeing that those were successfully sent. I did put in another request. If you would like it faxed, what is that fax number, please? I will submit that request again as well. Me fax number *********** XX/XX/2022 Me When I call the customer service number it says the account is closed and to end call it does not let me get to an operator. Fifth Third Bank XXXX - XXXX XXXX Thank you for contacting Fifth Third Bank, this is XXXX. I am here to make your day a Fifth Third better. XXXX - XXXX XXXX I'd be happy to check on that release of lien for you, XXXX! XXXX - XXXX XXXX I am showing that the release of lien was mailed to you on *********. It should be arriving sometime next week. Me how can i believe that when you guys have said this MORE THEN ONCE ALREADY and I still have yet to receive it!! Fifth Third Bank XXXX - XXXX XXXX I can verify the address to make sure it's being sent to the correct place, if you'd like. Can you provide the mailing address this was to be sent to? Me It was " suppose '' to mailed out several times now and I keep getting the run around! XXXX XXXX XXXX XXXX, TN XXXX Fifth Third BaXXXX XXXX XXXX XXXX the order now and it was completed and sent yesterday. Give me a moment to check that address. XXXX - XXXX XXXX That is the address I am showing on the request. Request # : XXXX XXXX XXXX XXXX XXXX Was there anything else I could assist you with today? after this I called to speak with supervisor who finally returned my call and left a voicemail stating that the only paper title was mailed out to me on XX/XX/2022 XXXX
Company Response:
State: TN
Zip: 385XX
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: There are inquiries reporting to my Credit Report that were not made by me. The inquiriesconsist of : XXXX XXXX Inquiry Date : XX/XX/XXXX XXXXXXXX XXXX Inquiry Date : XX/XX/XXXX, XXXX XXXX, Personal Inquiry date : XX/XX/XXXX XXXX, Personal Inquiry date : XX/XX/XXXX XXXX Inquiry date : XX/XX/XXXXXXXX XXXXINQUIRY DATE : XX/XX/XXXX XXXXXXXX XXXX XXXX INQUIRY DATE : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX Creditor Date XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Bank XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX Bank XXXX XXXX XX/XX/XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX BANK XXXX Bank XXXX XXXX XX/XX/XXXX XXXX XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX Bank XXXX XXXX XX/XX/XXXXXXXX XXXX XX/XX/XXXX XXXX XXXX Bank XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX XXXX
Company Response:
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
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: XXXX XXXX : Unauthorized charge of {$99.00} appeared on credit card from XXXX XXXX. XXXX XXXX : Checked with XXXX to confirm the charge was not made on my account XXXX XXXX : Called 5/3 Corporate Dispute Dept. and filed a dispute. Was told not to make a payment on the account. I had a balance of just over {$50.00} of legitimate charges on this card. I clarified that I wasn't supposed to make a payment by calling back 5/3 Corporate Dispute Dept. to make sure that was accurate because this didn't sound right to me. They assured me that I did not need to make a payment, that fees would appear as a result of my non-payment but the fees would be credited back once the dispute was resolved. XXXX XXXX : Still receiving late charges. Went to 5/3 branch to make sure this wasn't damaging my credit score, and to see if any payment needed to be made. I spoke with a branch representative named XXXX, and she investigated the dispute with me by calling other corporate departments. After looking over my file she told me to take no action and to check in if you don't hear from us. XXXX XXXX : I was still getting late fees. Had not been called from dispute department regarding payment. Waiting to hear back. XX/XX/XXXX : Went back to branch to check in and spoke with same branch representative to make sure things were still on hold since I hadn't heard from 5/3 corporate. I was told that the account has been charged off because of non-payment. They then explained that I was liable to pay on the card throughout the entire process and labeled my account 'delinquent '. This is what I was trying to avoid by continuously calling and asking if I needed to take an action. XX/XX/XXXX : I phoned the corporate number again and was referred to several departments, none of which had the full information on what was going on with my account. Each call required me to describe the entire matter, and I was put on hold twice and warned not to not hang up ... and then I was disconnected. There is no way to talk to the same person. I was then told that it was in fact was reported to credit and that I was responsible for the balance, and then I was finally transferred to the Collections dept. I was told by Collections that it was labeled 'charged off ' as an internal way to prevent fees from being accrued to the account, and that the account was not delinquent and I was still not responsible to make a payment on the card. He told me a separate account would be opened once the dispute process was over and that would be the balance I owed less the disputed amount and fees. He also advised me not to speak to the branch because they aren't helpful. XX/XX/XXXX : I receive a call from Collections saying that I need to make a payment and that the account is delinquent and reporting to credit and that I can not pay to get this removed. XX/XX/XXXX : At this point I had been contradictory messages regarding what to do during the process, and I felt that I needed to get some answers person-to-person so I scheduled an appointment with the local branch manager to discuss everything that happened since XXXX. XX/XX/XXXX : The branch manager opened a ticket for the company to determine if the company 's charges against me were justified, When I told them I had been getting inconsistent messages, they were apologetic that their messages were contradictory but still determined that I was at fault for not making the payment. At this point I realized that they are now both the prosecutor and the judge and that the bank has no incentive to be objective in this matter. XX/XX/XXXX : I talked to the branch manager again to see how the case was going. He informed me that they had determined that I was at fault. He said that he would escalate the ticket to get his XXXX involved and I haven't heard back. XX/XX/XXXX : Received a phone call from 5/3 Corporate. The representative told me that the account is in collections in the amount of {$400.00}, so now my credit report is affected as well for 7 years. For a {$99.00} charge that I didn't make but now wished I had just paid it to avoid this nightmare with a bank that won't help me. Strangely, my online statements do not show a balance owed but rather a credit. If you can help me, it would be appreciated immensely.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: To Whom It May Concern : I have yet another problem I am submitting to you in reference to 5th and 3rd Bank. They are continuing to cause problems for me pertaining to my XXXX XXXX XXXX XXXX XXXX. I have made my payments on time since last year of XXXX, with the most recent payment made and cleared on XX/XX/2022, please see attached screen shot of my XXXX XXXX Account, transaction circled in Red showing the payment has been made. However, I received an email today from 5th 3rd Bank stating my account needs immediate attention. I called the customer service number, such that the representative communicated a payment has not been made and that I owe XXXX $ She asked if I had made a payment. I replied, I made a payment and it cleared my XXXX Bank Account on XX/XX/XXXX. The rep communicated that the payment was applied to the principle and not to the car payment. Additionally, she asked me if I select principle. I replied with extreme stress, I do not know what you are talking about. I made my payments on time all the time doing the same steps as always in the portal making my car payments. I am very stressed and angry at the 5th 3rd banking operations as they seem to change constantly. Either log in operations change or now payment operations change. I can not by any means afford to make a XXXX payment. They need to apply my car payments to the car payments and NOT complicate matters by asking questions with respect to how a payment is applied. I do not understand, its a car payment, not rocket science, as it should be simple, such as the following steps : 1. ) Log into Account/Portal 2. ) Select Amount to be paid, which I always select XXXX 3. ) Select Payment type. 4. ) Apply payment and submit. How hard is it to have 5th 3rd bank comply with making a simple auto payment. I never in my life experienced such problems with a bank institution before. They need to apply my Car Payments to the Car Payment, and, not cloud matters that are un related. The rep offered no solution, expect to ask me to make additional payment, which is unacceptable. 5TH AND 3RD BANK IS TO DO THE FOLLOWING : 1. ) APPLY THE PAYMENT ALL PAYMENTS ALL FUTURE PAYMENT TO THE CAR PAYMENT AND NOTHING ELSE. 2. ) CORRECT AND UPDATE MY CREDIT REPORT 3. ) REMOVE ALL ADDITIONAL FEES.
Company Response:
State: MO
Zip: 65202
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A