Date Received: 2022-02-26
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I've been managing my three accounts ( one checking, two savings ) online using my personal computer for many years. Despite many attempts, I have been unable to log-in from XX/XX/22 through present ( XX/XX/22 ). I discussed the issue with my local branch on XX/XX/22. The rep did some checking and had me try to log in using different browsers, to no avail. He stated he'd advise XXXX, who would work with me to resolve the issue. I never heard from XXXX, and called the branch again on XX/XX/22. Rep stated there was nothing they could do and advised I seek help from corporate customer service, which I did on the same day. That rep researched the matter and reported that there was a known issue concerning browser compatibility ( affecting various browsers, not just the ones I'd tried ). She stated she could not provide an estimate of when the problem would be resolved, and advised that I simply keep trying to log in each day. To date, I've been denied online access my accounts for at least 8 consecutive days, which has prevented me from transferring funds electronically, confirming automatic deposits and payments, obtaining documents, etc. Researching online, I found that many other customers of this bank have also experienced long-term lockouts to their accounts. XXXX XXXX XXXX XXXX XXXXfifth-third-bank ) I find this matter to be a breach of the bank 's responsibility to its customers.
Company Response:
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2022-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: To preface, this is the third time my bank account has been compromised in a month with Fifth Third Bank. They have done the absolute least to help me in this frightful situation. I am filing a complaint because I want my story to be known not only with the Bureau, but also among fellow prospective customers of Fifth Third Bank, so that they may be aware of what they would be getting themselves into. A month ago, I came home from work and discovered a letter in the mail from Fifth Third stating that a phone number had been added to my account. Of course, I did not recognize the phone number and so I called Customer Services to remove this number and implement changes to help me protect my account. All they did was remove the number and create a new checking account to be linked to my debit card. When I asked about who would have done this, if I should create all new accounts instead of just the checking, and if they were going to look into it further to make sure nothing else happened, they told me they felt as though everything they could and should do was done and that it would " probably '' be fine. A month later, Wednesday, XX/XX/XXXX, I went on lunch break from my job. As I was about to pay for my sandwich, I went into my banking app to determine that I had enough money on my debit card to cover the purchase. Upon logging into my banking app, I noticed that my savings account was in overdraft for the amount of XXXX dollars and some change. All of my savings had been to sent in an online transaction to XXXX XXXX, a bank I have never done business with. Not only that, but the hacker managed to somehow override my lack of overdraft protection services and were able to put my account in the negative. Luckily, I had enough cash on me to pay for my lunch and I quickly ran to my car to call my bank and sort this out. Unfortunately, I had no idea the amount of stress I would endure from this in the days that would follow. I called my local branch on and spoke with a nice gentleman about the ordeal. He managed to flag the fraudulent transaction and told me to reach out to Fraud Detection Services and go from there. I waited on hold to speak with Fraud Detection Services for about 20 minutes. This wait time was ridiculous in and of itself but ended up being the shorter of the wait times I would experience with them. After speaking with someone on the line, they informed me that I would have to wait until the next morning to see if the payment had posted before I could even get my money back. Keep in mind, this hacker took all of my money and then some, so I only had cash on me to get through the rest of the day and I was already running low on gas in my car. My bank did not offer to provide me with any kind of a cushion so that I could get through the day. I ended up going into the branch and speaking with the same gentleman from before who was able to create all new accounts for me, with the exception of the breached account. Reason being, we could not create a new account until that fraudulent transaction had not posted. The next morning, I logged into my banking app and saw that the fraudulent transaction did not post. I was incredibly relieved but just as quickly horrified to see that there was another fraudulent transaction sent to XXXX XXXX again via online transaction. I immediately called Fraud Detection Services and was on hold with them for 30 minutes before getting to speak with somebody. I had to explain the situation to the man on the other line who then had the audacity to ask me " Well how can I help you then? '' I laughed and replied with " I don't know, how CAN you help me? '' The only advice he could offer was for me to go into the branch, withdraw all of my money in cash and wait for the transaction to not post before depositing it again. So essentially, if I lost the cash or was robbed, they would not be liable for that. He then froze my account but told me he could not guarantee that this would deter the hacker ( s ) again. That call ended up being of no help, and so I called my local branch once again and the same gentleman offered sincere condolences and mentioned how embarrassed he was that Fraud Detection Services could be so unhelpful. He flagged this second fraudulent charge and told me to wait another day to make sure it didn't post before we could delete the account and make a new one. Keep in mind, I had bills due that day that I had to figure out how to pay since my account was essentially on lockdown. Fast forward to this morning ... .I tried calling my local branch to see if the second fraudulent transaction had posted or not, because I was not able to login to my banking app due to it being frozen. I was not able to get in touch with that branch employee so the receptionist took a message for me. An hour later, I still received no call back from him so I made the decision to contact Customer Service. They then transferred me over to Disputes where I was informed that the transaction had indeed posted. After my account being frozen and the fraudulent transaction from 2 days prior being on their radar, you would think that this would not have happened, but it turned out to not be the case. I quickly started sobbing and asked the man if I could at least close that account so that no more fraudulent transactions could take place. He told me that I could, but then if I were to file a dispute, it would be mailed to me in a check and that would take up to 45 days for me to receive. I told him that would not work for me and asked what my other options were. He said I could then just file a dispute and it would take 8 business days for them to review and investigate before they would deposit the money in my account. I told the man on the line that I wished to speak with a supervisor. He put me on hold for 30 minutes before getting back with me and saying that I could not speak with a supervisor because " they were having technical difficulties. '' So I huffed and puffed, filed a dispute with him, and got in my car to race to my local branch ... once again. I walk into the gentleman 's office and we started laughing about this whole situation because he's not even supposed to be handling this kind of ordeal. But, he felt so bad about the incompetence of these other two departments and probably wished to save me as a customer. We ended up being on hold with Fraud Detection Services for the glorious amount of 51 minutes before getting to speak with a single soul. They were only able to unfreeze my account for 2 minutes so that I could pay another bill using my credit card, since my debit card was now inactive due to them closing it. After freezing my account back, they confirmed that I would have to wait 8 business days to get the money back but they removed the freeze on my mobile banking portion, so that I could at least check my account each day to ensure no other fraudulent transactions take place on that breached account. Here comes the real kicker. After telling this branch employee that once we get this resolved I am more than likely switching to a different bank, he informed me that " If I would like, '' I can have the option of " checking a box '' on my account that allows them to essentially temporarily pause any large transactions and require my approval before they go through. In other words, if I would have been informed by my bank beforehand that this was even an option or if they would have just followed the protocol of other wonderful banks who already have this in place with their customers, this whole nightmare would have never happened. I have gotten in touch with my 2 employers to request paper checks for the time being seeing that my breached account was the one linked to my direct deposits. I didn't want this hacker possibly seeing that I had money coming into it. I have never been so stressed in my life over the course of a few days and after this gets sorted out, I vow to never do business with Fifth Third Bank again. I will also be spreading the word about my story to fellow friends, family, and colleagues so that they can avoid this as well. I apologize for the essay, but wanted to make sure I got every detail in there that I could. Thank you so much for taking the time to read this. I also really hope that we can catch the person who did this.
Company Response:
State: TN
Zip: 37221
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: To Whom it may concern, I received an email from XXXX XXXX stating that my credit score went down XXXX points because of a late payment to XXXX XXXX XXXX. I have never had a late payment on my credit. I called XXXX XXXX and they told me that my last payment was XX/XX/XXXX of 2021. There was no payment for XXXX or XXXX. I pay this automatically through Fifth Third Bank. I have attached a document showing that the XXXX and XXXX payments were scheduled and were also showing in the history. I called Fifth Third Bank and they said someone would call me within 3 business days. They said that they saw that I had scheduled these payments automatically for the first of each month but that they did not send the checks. She did not know why and had to escalate this. I told her I wanted something from the bank stating that this was the fault of the bank. She said I would have to wait until someone e-mailed me about this within 3 days. I called Loan Care and I told the representative that I had not received any communication from XXXX XXXX about this. She said that they called me but received no answer. I said why wouldnt they leave a message. I dont answer calls if I dont know the number. She said that they sent a letter in XXXX. I have not received that because I am at my other home in Georgia. The research done by Fifth Third it was found that the payment for XX/XX/XXXX was lost in the mail and the payment for XXXX was cashed on XX/XX/XXXX. I asked why the second payment was not cashed on the first because I schedule my payments to get to Loan Care by the first and I was told that was up to the merchant when they cash it. I was told by Fifth Third that the screenshots should be enough to resolve this. They do not send letters. I have attached the payment history along with the check numbers that were sent. I sent this info to XXXX XXXX and they will not take off the derogatory mark from my credit because they said a check lost in the mail is not their fault. I am very upset about this and am asking for my credit score to be restored. I paid the two months right away after I found this out. Please let me know if you can resolve my credit issues. I have never had a late payment in my life and this has reduced my credit score by XXXX points by no fault of my own. Please advise. Thanks you very much! Sincerely XXXX XXXX
Company Response:
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-25
Issue: Problem with customer service
Subissue:
Consumer Complaint: They will not release my tax refund I been waiting days on them to release my money its always something this bank card I hate it and will never refer no one
Company Response:
State: WI
Zip: 53212
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Today at XXXX I received a text from Fifth Third : A charged of {$600.00} posted to your card on XX/XX/XXXX if you do not recognize this click XXXX XXXX XXXX to stop payment. I do not have any banking/financial relationship with Fifth Third. Fifth Third moved into the area and took over the XXXX XXXXXXXX XXXX back in XXXX or XXXX. I did bank with XXXX XXXX and closed my checking and savings shortly after Firth Third took over and began offering a different type of customer service. I clicked on the link but stopped the spin/search it was doing. Blocked the number and came to this site. I then sent a text to XXXX with a screen shot of the Fifth Third communication. My service provided received the text and they'll take it from there. I received a text last week from Fifth Third on XX/XX/XXXX they were cancelling or stopping the debit card ; I deleted the text and blocked the number because it was weird considering I do not have a debit card or any card with Fifth Third and shouldn't receive a text from them at all. I mentioned to the teller at my credit union how odd I thought the text was. ( I happened to be at the credit union when the text came through ). Thank you for your attention and consideration.
Company Response:
State: MI
Zip: 495XX
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I am submitting an email with the details of incident of fraud, theft, cyberattack on my company XXXX XXXX XXXX XXXX. On the XX/XX/XXXX2022 my email at XXXX was hacked XXXX ET. I began receiving emails from clients and colleagues that they were receiving emails from with a link to website to pay a bill. Of course, I apologized and changed all my passwords etc. I learned the on XX/XX/XXXX2022 there had been XXXX logins to my email from California, Oregon, and Rhode Island. With the instructions and support of XXXX, I went in and logged off of my email from all devices and reset the password again. As it turned out, the hacker was impersonating me with an employee at XXXX XXXX XXXX XXXX, XXXX XXXX. XXXX handles bill payments for XXXX In Charge. On Friday, XXXX/XXXX/22, I logged onto my bank and saw there was payment made to XXXX XXXX for {$40000.00}. I immediately asked XXXX what was this was for and she said that is the payment you asked me to make. She said she had an email from me ( see attached ). I had not sent her an email and nor authorized such a payment I asked her to send me the emails. She sent me the emails to XXXX and when I opened them, they deleted themselves. She proceeded to save the emails as PDFs. It turns out hackers had control of my email. This is when I contacted XXXX and logged all devices off. I contacted my bank, Fifth Third and opened a claimed. Since it was XXXX hours later, they would not assist me with getting the money back from XXXX XXXX since it was past XXXX hours. I reported the problem to XXXX XXXX and they told me all they could do is research the account. Since XXXX is the employee of In Charge Accounting Services and made the payment as result of this hack and fraud, I would like to submit a claim of the crime to the policy of In Charge Accounting Services. I am in the process of contacting the FTC to report the crime and fraud.
Company Response:
State: FL
Zip: 33573
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: To whom this may concern, Thank you for taking this case. I reached out to the Michigan governor 's office and they forwarded your number so I want to start by saying thank you. Earlier this month, I submitted a dispute on XX/XX/XXXX for multiple unauthorized transactions on my account. I recently had another dispute open for the same thing. Originally I thought that my credit card had been lost and stolen, which it was, so I ordered a new one, but when the next batch of unauthorized charges came in, I knew something was wrong. I reached out to the bank on XX/XX/XXXX and immediately disputed the transactions. The transactions were roughly {$6900.00}, there was another dispute open for charges around {$2700.00}, which were unauthorized. I received a letter stating that the charges were valid without any explanation behind why they were valid, I explained to them that a family member who had been in my home had used my card without authorization. A fifth third told me that they would help me out, they said they would issue me a temporary credit, which they never did, and that they would help me get to the bottom of it. A few days later, the bank called me and told me they were closing my account without cause. I had a separate account that was also jeopardized by the same family member, there were some withdrawals and deposits in the account, the deposits were roughly {$1800.00}, I disputed the deposits including the withdrawals, they took away the credits totaling {$1800.00} and also gave back the additional money that was unauthorized. I don't understand if they say the charges are valid, why would they also return the deposits that I disputed? The person responsible for the unauthorized charges admitted to it and I also provided that information to the bank. Upon doing my own research, the accounts that were used to make the unauthorized charges were in a completely different name and not my own. The changes made to the account were also charges to places that I had not been to which I had also told the bank. I am reaching out to you guys because I do not feel the bank handled this situation accordingly, I believe they completely threw the case out and also force closed my account, then sent me a statement saying that the charges were valid. They didn't do any investigation, they never called me, they did not contact the person who was responsible, and they made no attempt to credit my account, only to completely freeze it, making it negative XXXX XXXX dollars in total for both accounts and then close it so that I couldn't do anything with it. They also completely blocked my access to be able to log into the accounts online. I know that this is a bit long but I wanted to provide as many details as possible.
Company Response:
State: MI
Zip: 48505
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I entered forbearance around XX/XX/XXXX due to me being furloughed from work because of covid-19. I made sure to stay in touch with the lender ( 5th 3rd bank ) through out the process. I qualified for two XXXX extensions due to my mortgage being a FHA loan. When I entered the last month, ( XX/XX/XXXX ) I began calling my lender to find out my repayment options and to see what I needed to do to get my mortgage situated to becoming current. I was waiting for some paperwork to be sent to me for a loan modification, which I never received. I called at least 10 times during the month of XX/XX/XXXX to see when the paperwork would be coming. I explicitly asked the 5th 3rd bank agents, am I still protected under the forbearance plan due to the fact that I did not receive and paperwork or any repayment options of any sort in which multiple agents assured me on phone calls that stated they were possibly being recored for quality assurance, that my protections under the Cares Act would be extended until everything was finalized. I asked multiple times were any derogatory comments or any negative actions be taken to my credit and they told me I was protected from that. Around XXXX XXXX I began receiving paperwork in the mail about that caused me concern about me getting ready to be in a stage of loan default. I called 5th 3rd bank as soon as I received the letters and was told I had nothing to worry about my coverage was still extended because my paperwork was not sent out yet and that it was a hold up due to the title not being cleared yet. At this time XXXX XXXX I still had not received any paperwork for loan modification or any type of repayment options. I was also receiving multiple calls from another department from 5th 3rd bank asking if I was able to bring my account current. I explained to them I was still waiting for the loan modification papers, I was put on hold and then told I was ok, just wait for the paper work to arrive. As of today XX/XX/XXXX I still have not received anything. I eventually kept calling them throughout the month of XX/XX/XXXX to see what was going on as I received more paperwork regarding possible default, the agent ( XXXX ) then told me they were noting my account to have the other department not to call or send such material and that my forbearance coverage and protections were still extended until I get my paperwork and review it and see if thats what I wanted to do. When the calls still kept on coming I then called back and said I want to get my payments reinstated due to me having fear of losing my home. I was told they would send me some paperwork for putting the owed amount on the back end. On XX/XX/XXXX I received a notice from my credit tracking services that 5th 3rd bank had left a negative comment of default to my credit report causing my credit score to plummet over XXXX points that day, I then called 5th 3rd bank 3 times that day and was told I was still being protected and to send a email to the loss litigation department and send a screen shot of the notice. I then did that as well and I called back again the next day when I received the same notice from XXXX XXXX XXXX. I was told on XX/XX/XXXX by a XXXX XXXX agent that my protections ended XX/XX/XXXX and then on the same conversation that I was still protected. She also told me that my paperwork was delivered and then that it was delayed after she checked the XXXX tracking number. I called back again the XXXX and was told they escalated this to a supervisor and that they would call me back. I then called back on the XXXX and was told the paperwork was delivered, upon me letting them know I did not receive the paperwork it was discovered that they sent it to the wrong address. I then received a call from a supervisor stating that he was sorry that they gave me wrong information and that my paperwork was sent to the wrong address and that my protections ended on XX/XX/XXXX And that he would reach out to a account specialist to see if they can get my credit report straightened out and that my protections are now being extended to XX/XX/XXXX. I let the agents know as well as the supervisor know that I entered the hardship not because of good fortune but because of financial hardships and that me losing XXXX points from my credit score would have catastrophic effects on my life and finances beyond measure. I have done nothing but what XXXX XXXX banked asked of me, I feel as if I am being pressured to make a choice ( XXXX ) with no paperwork, miscommunications out right contradictory conversations and just mis communication between the departments and staff at 5th 3rd bank.
Company Response:
State: IL
Zip: 60202
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I had a loan with 5th 3rd Bank. In late XX/XX/XXXX, I saw what my loan payoff balance was. The current payoff balance was {$2600.00}. I sent an electronic payment for that exact amount, and it cleared my checking account on XX/XX/XXXX. I logged into 5th 3rd 's website On XX/XX/XXXX to be sure that I didn't have a balance. I understand that interest accrues daily and with the XXXX XXXX 's holiday, it might take a little longer for my payment to clear. So I would have been fine with owing a little bit of interest. As an aside, most quality banks let the consumer know how long the payoff balance is good for, but they don't do that. When I logged into 5th 3rd on XXXX XXXX, I was able to log on, but there was NO account listed. I had NO account to check if there was interest owed. I took this to mean that I owed NO money and they closed the account. On XX/XX/XXXX, I received a piece of mail from 5th 3rd bank. I was expecting it to be my car 's title. But instead it says that I am LATE with my payment of {$12.00}. I logged into 5th 3rd immediately, and wonder of wonders, I had an account again. It said that I now owed {$2.00} interest and a {$10.00} late fee because the {$2.00} was due on XX/XX/XXXX. Clearly if I had known I owed additional interest, I would have paid it. But my account was CLOSED. They opened it back up to charge me interest and late fees. It is a matter of principle now. I don't owe them any more money, and I want my car 's title. Incidentally, I paid off a second car loan ( at a different bank ) at the same time. XXXX Bank thanked me for my business and sent me that car 's title within a month. I really don't like 5th 3rd banking practices, which was part of my motivation for paying off the loan. I wanted nothing more to do with them. And I thought I was done.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My bank is 5/3 in XXXX, Ohio. At the close of the year, XX/XX/2021 I noticed pending withdrawals had been placed on my checking account. I immediately visited two branches the branch at XXXX XXXX, XXXX, Ohio, and spoke with XXXX XXXX about the issue. She allegedly froze the account. I then continued to notice a third and fourth withdrawal was placed against my account. I again visited the XXXX XXXX branch and spoke with XXXX XXXX. She allegedly filed a dispute regarding the matter. I also followed up with phone calls with the bank in which I spoke to several bank agents attempting to resolve the illegal withdrawals over the phone. I received a letter in the mail informing me the most recent withdrawal has been denied. I called to question why the denial and the only explanation I could get was according to their policy I did not file a dispute within a 24 hour period of the withdrawal. I strongly disagree with that charge, because I phoned consistently and visited two branches regarding this issue.
Company Response:
State: OH
Zip: 435XX
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A