Date Received: 2022-03-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On XX/XX/XXXX at XXXX, I disputed the inaccurate reporting of my mortgage account with Fifth Third Bank, XXXX was the name of the representative. I specifically disputed the inaccurate reporting of my mortgage being reporting as closed since XX/XX/XXXX on my XXXX report which in fact my mortgage account is OPEN. I also specifically disputed the deletion/removal of my mortgage account on my XXXX credit report in which Fifth Third Bank had deleted in early XXXX of XXXX. Fifth Third Bank chose to delete all information from my mortgage account with XXXX instead of correcting their errors. Fifth Third Bank has had 1 year to reinsert there deletion of my mortgage account. Deleting an open paid on time account is not providing accurate information. It is truly despicable, petty and unconscionable to delete over 8 years of history on an open mortgage account. Fifth Third Banks deletion of my mortgage information is drastically affecting my credit score causing me to be denied credit and causing me to pay higher rates for the credit that I do get approved for. I am desperately trying to refinance this mortgage account and am being denied due to Fifth Third Banks lack of reporting accurate information to XXXX. Fifth Third Bank did an account review with XXXX on XXXX per one of my previous disputes and were aware again of their deletion of my mortgage account and yet still refused to resubmit my mortgage account to XXXX. I have attached a copy of soft inquires directly from my XXXX credit report for proof of this fact. I explained to XXXX that I previously disputed Fifth Third Banks inaccurate reporting and had been trying to get Fifth Third Bank to report accurate information to the credit bureaus for the past year. XXXX stated, no need to worry, Fifth Third Bank will investigate your dispute and you will receive the results in 30 days. I received a letter from Fifth Third Bank dated just 7 days later XX/XX/XXXX which stated We have determined that your account is being reported accurately to the credit bureaus the letter was signed by XXXX XXXX XXXX, Senior Vice President. I found it unfathomable that Fifth Third Bank once again ignored the FCRA and basic consumer law. There is no way that Fifth Third Bank could have actually investigated my dispute. Ask yourself Would you want to be treated this way? I have attached a copy of that letter. I then printed credit report pages directly from XXXX denoting the inaccurate information being reported by Fifth Third Bank and mailed those pages by priority mailed with signature of deliver conformation. I included an accompanying dispute letter to Fifth Third Bank and gave them 30 days to correct the inaccurate and missing information with the credit bureaus. Fifth Third bank received my dispute letter and documents on XX/XX/XXXX by confirmed signature of delivery. I have attached a copy of the letter I sent to Fifth Third Bank and the pages from my XXXX credit report dated XXXX which proves that they have been reporting my mortgage account closed since XXXX. In a letter dated XX/XX/XXXX from Fifth Third Bank, they acknowledge receipt of my documents and dispute letter and informed me that they opened issue number XXXX and I would receive another letter within XXXX days. This letter was signed by XXXX XXXX, XXXX of the XXXX. I have attached a copy of that letter. I received another letter from Fifth Third Bank dated XX/XX/XXXX. This letter stated that they are still working on my complaint. The letter further stated that they would send me their written response after completion of their research. This letter was signed by XXXX XXXX, XXXX of the XXXX. I have attached a copy of that letter. In late XXXX of XXXX, I disputed the inaccurate information of my mortgage account being closed with XXXX directly as I had no reason to believe that Fifth Third Bank would actually correct their erroneous reporting of my account as being closed instead of accurately reporting my mortgage account as OPEN. Fortunately on XX/XX/XXXX XXXX completed their investigation and updated my mortgage account to OPEN instead of closed. I do not know how long it will be before Fifth Third Bank reports my mortgage account as closed again as that has been the repeating pattern with Fifth Third Bank for the past year. I dispute directly with a Credit Bureau and they update my mortgage account to open, then within 30-60 days Fifth Third Bank reports it as closed. As of today, XX/XX/XXXX I have not received any further communication from Fifth Third Bank regarding their investigation of my disputes. My mortgage account has still not been reinserted into my XXXX credit report. As a consumer you do not get to pick which credit bureau is used when you apply for credit. Therefore when a potential new or existing creditor request my XXXX report it comes back with a lower score of XXXX points compared to XXXX and XXXX due to the missing mortgage account information that Fifth Third Bank deleted. This is causing me to be denied credit limit increases, denied personal loans, denied a home equity loan and denied a mortgage refinance. A mortgage account with over 8 years of history has a HUGE impact on your credit and credit score. I have had an ongoing battle with Fifth Third Bank since XXXX of XXXX. This battle started with Fifth Third Banks refusal to release insurance proceeds from XXXX Bank in the amount of approximately {$45000.00} for repairs of my home due to water damage. The balance on my mortgage at that time was approximately {$20000.00} and the value of my home was over {$200000.00}. Fifth Third Bank had no legal reason to hold insurance proceeds above the amount of my mortgage of around {$20000.00} and to further demand that my home be repaired before they would release the insurance proceeds. I desperately needed those insurance funds to pay for repairs to my home. I had to resort to filing a complaint with the CFPB to get those funds released to be able to repair my home. Every time for the past year when I dispute inaccurate reporting of my mortgage account, Fifth Third Bank states there reporting is accurate. Sometimes when I dispute the inaccurate reporting of my mortgage account directly with the credit bureaus, the credit bureaus correct the inaccurate information. But, after the fact, Fifth Third Bank reports inaccurate information again the following month. At this point, I can not help but to think that Fifth Third Bank is being malicious especially since there unscrupulous tactics have been going on for the past year. Mistakes happen, everyone makes them, for this erroneous reporting to continue is far beyond a simple mistake. In respect to this current complaint of erroneous credit reporting and lack of proper investigation of my disputes, I have had enough of XXXX XXXX Banks violations of the FCRA. Fifth Third Bank has the expectation that I pay my mortgage on time. I have the expectation that Fifth Third Bank reports accurate information to the credit bureaus per the FCRA. If you report information about consumers to a CRA, you are subject to the FCRAs XXXX XXXX, which requires that : XXXX ) information that is furnished must be accurate and complete ; and XXXX ) consumer disputes about the information you provide must be investigated. The Federal Trade Commission ( FTC ) and the Consumer Financial Protection Bureau ( CFPB ), as well as other federal banking agencies, each have published a Furnisher Rule, all of which are identical. I must insist that Fifth Third Bank stops their erroneous reporting to all credit bureaus and reinsert my mortgage account with accurate information to XXXX. I am submitting this complaint with the CFPB so I have further documentation of Fifth Third Banks actions and their response. I implore the CFPB to look into Fifth Third Banks actions as I am sure I am not alone in suffering from their actions. Fifth Third Bank must correct there erroneous reporting of my mortgage account with CRAs ( Credit Report Agencies ) XXXX, XXXX, XXXX and where ever else they are reporting my mortgage account. Fifth Third Bank must also reinsert my mortgage account with XXXX and any other CRAs that they deleted it from. My mortgage account must be reported accurately Paid as agreed, current balance of {$17000.00}, OPEN, last payment made XXXX, original balance {$47000.00}, opened XX/XX/XXXX and NO LATE PAYMENTS as I never paid late, and I have all my bank statements and receipts. I further think Fifth Third Bank should refund me the {$1000.00} fee I paid in XXXX of XXXX in which Fifth Third Bank insisted that I must pay or they would report my mortgage as late. I do not think they should have charged that huge fee and demanded that I pay it. My mortgage was not late, taxes and insurance were not escrowed in my account, no PMI for my account and.most importantly there was no valid reason for Fifth Third Bank to believe that they needed to protect the value of the property and the lenders rights in the property.
Company Response:
State: IN
Zip: 46219
Submitted Via: Web
Date Sent: 2022-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had a house fire in XXXX and the construction company completed their job in the middle of XX/XX/2022. The insurance made all the payments to us and to the mortgage company, fifth third bank. Unfortunately the fifth third bank has not paid us all the money that need to be paid to the contractors. The home was inspected first after the roof was replaced and it took over a month for them to make a partial payment. Then two inspections were done after all the work was completed and the inspector told us that they reported as 100 % complete. But fifth third bank is still holding to the money even two months after the work is completed. I made several efforts to call them and communicated with them about the issue, but they don't care. We had to make several of the payments out of pocket due to this issue. This is giving us a lot of stress and anXXXX and it needs to be resolved. We requesting a penalty as well to this bank due to their negligence in remitting the money to us.
Company Response:
State: CO
Zip: 80602
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Fifth Third Bank in Ohio services my Loan. I recently filed a complaint and it was dealt with and closed, # XXXX. However, the bank staff did not complete their responsibilities and I had to contact XXXX XXXX for Assistance. Fifth Third is again abusing my funds in my mortgage account. FEMA stopped providing flood insurance several years ago and their customers were transferred to the National Flood Program. During that time, FEMA quoted me {$3800.00} annually when I was paying {$460.00} for over 10 years. I was in a panic but they told me that my servicer would provide forced flood policy, which they did for several years, maybe 4 years and the cost was from {$960.00} to {$1300.00}, it varied. During my Covid Closing/Deferral etc in XXXX, finally after 11 months of problems at Fifth Third, they Loss metigation person instructed me that I could get flood insurance much cheaper on my own now that it was farmed out to insurance agents through the Nat Flood Program . I found coverage for {$520.00} annually and obtained a policy and sent proof to Fifth Third. I also followed instructions to send my written request by email to close the escrow and my my mortgage payment would be reduced back to normal. Before Escrow, my payment was {$470.00}. It has changed over time with the escrow added. I have received two statements from Fifth Third and made the following payments. {$340.00}, {$580.00} which was to cover the negative forced flood insurance payment they made on my behalf and close escrow. However, my loan was closed before all that occurred. My statement shows active/open escrow account with {$520.00} current balance and my payment mortgage payment was reduced from {$580.00} to {$550.00}, which still included {$82.00} monthly escrow payment. My policy I bought privately is paid through XX/XX/2023. By that time, they will have collected {$980.00} and my escrow will be {$1500.00} for a flood policy of {$520.00}. I did not open escrow, I do not need escrow, I have asked for it to be closed again, and again. At the present time, it is being analyzed to determine the problem. I do not want escrow, I do not need escrow. That money is my grocery money. I am XXXX and on SS and XXXXXXXX XXXX income. I pay my own house expenses including property taxes, homeowners insurance and flood until FEMA changed over to NFP. I appreciate Fifth Third providing the forced policy but I no longer need it with a premium of {$520.00}. They are escrowing me for the forced flood amount and a slight buffer, which is not needed. This is illegal.
Company Response:
State: WV
Zip: 253XX
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I have a credit card with Fifth Third Bank. XX/XX/2021, a charge appeared on my account for {$190.00} from a creditor XXXX XXXX XXXX XXXX for an annual subscription. First I never use my credit card when dealing with online merchants. I always use XXXX because they screen all charges and notify you immediately when a charge is made to your account. I disputed this charge and was told that the merchant had my IP address therefore the charge was valid. I informed the Fifth Third Bank that the XXXX address they presented as justification for the charge was not my IP address. Additionally, I asked for additional proof, whether the company used by XXXX code? No response. Send me copies of any certificates this company issued to me? I never heard of the company or visited their website until Fifth Third Bank gave me the website. This merchant has presented no proof that I ever contact them. I have nothing to send because I never contacted this merchant. The merchant has sent them nothing to verify this charge. I asking that the charge be removed and they say it is valid.
Company Response:
State: IL
Zip: 60612
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-06
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: Fifth Third Bank not reporting my mortgage payment history to credit bureaus even though I am making monthly Pmts on time this has caused damage to my credit score! And has been going on for years! This mortgage was not included in XXXX bankruptcy the mortgage was reinstated! I have been making on time pmts since but this is not being reported to major credit bureaus 1972 fcra act started this incorrect and inaccurate and must be corrected!
Company Response:
State: OH
Zip: 44122
Submitted Via: Web
Date Sent: 2022-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2021 my husband and I both received calls from a Fifth Third number - XXXX. I received calls ( XXXX ) at XXXX p.m., XXXX, XXXX and XXXX. My husband received calls ( XXXX ) from Fifth Third at XXXX, XXXX and twice at XXXX. The first fraudulent transfer took place at XXXX p.m. ( see the attached phone records ) At XXXX p.m. I received an email notification XXXX New Payment Alert from Fifth Third ( see attached email ) that {$840.00} was sent to XXXX XXXX. At XXXX p.m. I placed a phone call to the customer service number in the email to let them know that we did not authorize this transaction. ( see phone records ) QUESTION : If we authorized the transaction, why would be still be receiving phone calls AFTER the funds were transferred? On XX/XX/2021 at XXXX p.m. my husband called the fraud department at XXXX for XXXX minutes to dispute the prior days transactions. On XX/XX/2021 at XXXX p.m. I received a call from Fifth Third number XXXX and pressed the number immediately to respond that the transaction blocked was not me. At XXXX p.m. {$1000.00} was taken from our account and sent to XXXX XXXX. At XXXX p.m. I received a XXXX New Payment Alert. At XXXX p.m. I called the number on the email to again report the fraudulent transfer. ( see attached email ) Knowing that we had money taken from our account the day before, we were very careful to deny any transactions. On XX/XX/2021 I received a denial of our fraud claim for the first withdrawal of {$840.00} with no explanation but saying that the transaction is valid. Case XXXX. I called and discussed the situation further, but received another denial on XX/XX/XXXX simply saying the transaction is valid but no idea how that was determined. On XX/XX/2021 at XXXX p.m. I received a call from Fifth Third number XXXX and pressed the number immediately to respond that the transaction blocked was not me. At XXXX {$1000.00} was withdrawn from our account and sent to XXXX XXXX. At XXXX I received a XXXX New Payment Alert. On XX/XX/2021 at XXXX a.m. I received a call from Fifth Third number XXXX and pressed the number immediately to respond that the transaction blocked was not me. At XXXX a.m. {$1000.00} was withdrawn from our account and sent to XXXX XXXX. At XXXX a.m. I received a XXXX New Payment Alert. We have received 2 denials of the 3 - {$1000.00} transactions on XX/XX/XXXX and XX/XX/XXXX, even after discussing the attempted hacking of our account. We have been able to determine that the are NUMEROUS IP addresses attempting to login to our bank account and those occurred at the times of the transactions. The only IP addresses that relate to us are XXXX ( my home computer ) and XXXX ( my mobile ). My husband does no banking. The fraudulent IP addresses hacking our account are XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I believe you can see that others logged into our account at the times of the transactions and that the authorizations did not come from us. We were able to see this with our local banker. We also understand that on XX/XX/2021 it is alleged that we received a text message to confirm adding XXXX. WE HAVE NEVER AUTHORIZED OR SIGNED UP FOR XXXX AND KNEW NOTHING ABOUT XXXX UNTIL THE FRAUDULENT TRANSACTIONS OCCURRED. At the advice of our banker, we immediately removed our phone and email information from the XXXX profile so no further transactions could occur. We believe someone else gained access to our account and signed us up. IS THERE ACCESS TO OUR ACCOUNT FROM ANOTHER IP ADDRESS AT THE TIME WE SUPPOSEDLY SIGNED UP FOR XXXX? On XX/XX/2021 at XXXX and XXXX p.m. I received email notices from Fifth Third that my contact information had been changed. When I logged into my messages online it said that I had changed my email address to XXXX, which is not an email address that I am associated with. A minute later that email address was deleted. Did another XXXX address log into our account when this contact information was changed? On XX/XX/2021 at XXXX p.m. I received an email that my user ID had been locked. I was not online trying to log into my account at this time. I called the customer service number in the email to let them know this wasnt me who changed the contact information and the customer service rep had no record of such a change ever occurring. This was very confusing since it was Fifth Third who told me it had occurred. In early XXXX, at the suggestion of my banker, I took my laptop to a computer specialist and spent {$150.00} to make sure there wasnt key logger software on my machine or any viruses. Nothing was found. My banker, XXXX XXXX, shared that the disputes department is requesting that we provide text message proof that we didnt receive or authorize the above XXXX transactions. Because this request was made by Fifth Third more than 90 days after the transactions occurred, XXXX says they no longer have this information. As noted in prior emails, we dont believe we received text messages and was able to show our banker this by scrolling through text messages from those dates on my phone and seeing that none existed from Fifth Third. On XX/XX/2021 two transactions totaling {$1000.00} were withdrawn from our account originating in Florida. At this point, we had to close the account that weve had with Fifth Third for decades and open a new account. These funds were returned to our account.
Company Response:
State: MI
Zip: 48316
Submitted Via: Web
Date Sent: 2022-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a notice that I needed to pay extra money {$570.00} to cover the escrow shortage. I called XXXX and spoke with customer service and paid the shortage. Confirmation XXXX. Fifth Third Bank online payment service does not have an option to support this transaction, the only choice is " Other ''. They should have an option to apply the payment to escrow shortage. I was informed that " they '' would see the " other '' payment made and apply it to the escrow shortage AND my payment would stay the same. I paid {$570.00} for the escrow shortage. Today, XXXX, I have received a XXXX statement for {$620.00}, the new mortgage amount and I was not given credit for the payment towards the escrow shortage. When calling Fifth Third Bank, at XXXX, they do not disclose that their office is closed on the weekends. I called, and was told to enter my " pin '', which i do not have since this is a mortgage. After being on hold over XXXX mins, I was then informed the mortgage office is closed on the weekends. The statement fails to disclose their business hours. They failed to apply my payment towards escrow. They misrepresented what would occur and are now over-charging me on my monthly payments. This is unfair, dishonest and unethical. I feel that they are not correctly honoring my payments and they are unfairly overcharging me. In addition, their statement on how to reach us is unethical in that they do not represent their working hours.
Company Response:
State: AZ
Zip: 85345
Submitted Via: Web
Date Sent: 2022-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-05
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: I contact XXXX bank by phone regarding an alert I received on XX/XX/2022 regarding a purchase I did not recognize. In order to get information on the purchase, I had to call XXXX because this could not be done online. I also try to dispute the charge online. I called and was told I needed a security pin that I had provided on the account. I don't remember the pin because I do my banking online which doesn't require a pin. So I was not able to get the information I needed, I asked if there were other security questions they could ask me, the reply was no. The only way to get this information I needed was to visit the XXXX bank. Because of this policy, I was not able to dispute the charge. I'm XXXX XXXX XXXX and can not visit the XXXX bank.
Company Response:
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2022-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
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: Dear CFPB, I am writing for your help since I was not able to resolve my conflict with Fifth Third Bank over a fraudulent Internet transaction via my credit card used by someone else who stole my information and my identity to make purchases. Case number XXXX On XX/XX/XXXX I reported to Fifth Third Bank a suspicious transaction for {$89.00} purportedly for a Dash camera which was allegedly made on XX/XX/XXXX. For the record, similar dash cameras are sold in stores for around {$20.00}. I informed Fifth Third Bank that I did not made this transaction with a very shady Merchant XXXX who does not even have a website with products for sale, only pages with Terms and Conditions and Privacy Policy. Fifth Third Dispute Resolution Department ( at large, without the name of individual whom I can contact with my questions ) apparently did not conducted any meaningful investigation into this matter or even looked at XXXX and reversed temporary credit apparently trying to collect from me {$89.00}. In support to their decision Fifth Third provided me tracking number for another transaction which I made on XX/XX/XXXX with another company. Fifth Third also provided me the name of the Company who purportedly sold me this dashcamera XXXX XXXX XXXX XXXX located in XXXX NJ. According to New Jersey XXXX of XXXX, they do not have any records of XXXX XXXX XXXX XXXXXXXX in their State. The only company who has similar name XXXX XXXX is located in California and is manufacturer of precision die-cut components. Obviously, they do not sell dash cameras via XXXX. Moreover, the XXXX address XXXX provided to me by Fifth Third Bank as evidence of legitimacy of my transaction belongs to some shady company in XXXX. Fifth Third Bank acted negligently by failing to conduct basic investigation and pushing all burden to prove criminal conduct on me as a customer ; and maliciously ( if not enabling ) when they refused to reverse this transaction and credit stolen from me {$89.00} back to my account. I demand Fifth Third Bank to credit me {$89.00} and compensate me at least additional {$100.00} as a fee for my investigation of this matter for which Fifth Third Bank employees are getting paid. Regards XXXX XXXX
Company Response:
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Someone call me from XXXX and XXXX attorney office, saying I opened a XXXX acct. Which I never did called and harassed me after I told him I never had one. So he hangs up on me
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A