Date Received: 2022-02-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I got my first car loan on XX/XX/XXXX and on XX/XX/XXXX, I decided the interest rate was too high for building credit so I made a balloon payment to pay off the whole loan. It showed {$0.00} left for me but I wasn't aware of the little interest left that didn't show up until next month so I missed it. Fifth Third Bank ONLY sent letters to my address that I wasn't living in and never sent me a single email about this issue. I change residency frequently because I'm chasing temporary jobs for job experience. They sent letters to my address in XXXX. I left XXXX late XXXX and I've been living in XXXX ever since. I checked my account, they do have my email on file and their emails do not get marked as junk either. I got a late charge on XX/XX/XXXX and only after they mark my account as delinquent in XXXX is when they decided to call me about the issue and I made a payment over the phone and it was fixed right away. I check my email every day and all my banks ( besides Fifth Third Bank ) and credit card companies send emails and letters to me. They didn't offer me any help other than to make this complaint. Please remove this from my credit history. This doesn't reflect fairly of my credit trustworthiness since I didn't fail to make a payment in time and Fifth didn't properly inform me about it.
Company Response:
State: MN
Zip: 55987
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer, Fifth Third Bank, has failed to make any of my property tax payments and I have now received delinquent tax bills and letters from debt collectors attempting to collect my property taxes. I initially notified Fifth Third in XXXX when I received my first unpaid tax bill letter from my county. The letter stated that if the taxes weren't paid by XX/XX/XXXX, that they would be considered delinquent. I forwarded all documentation to Fifth Third Bank in hopes that my taxes would get paid, but in XXXX I then received a letter that my taxes are now delinquent. I then received unpaid tax bills from my township and school district. I again forwarded all documentation to Fifth Third in hopes that bills would be paid. As of XX/XX/XXXX, I am now receiving letters from a debt collector attempting to collect these tax payments. When documentation is submitted, apparently no one is taking the necessary steps to get my property taxes paid in a timely manner. The last home I owned was serviced by another mortgage company and in the XXXX XXXX years I owned that home, I NEVER had to call regarding payment of my taxes. Everyone at Fifth Third is " shocked '' that this mistake has happened. They've all agreed this isn't standard practice, but as of XX/XX/XXXX, my township and school taxes are still not paid and when I called today, the supervisor told me " my case manager for my escrow account has not yet looked at the item today and they will get back to me when they get a chance ''. Obviously there is no sense of urgency on their part to get this taken care of and it's truly frustrating that I have had to call so many times over the last XXXX months to try and get my taxes paid by a company who is paid to service my loan and manage my escrow account.
Company Response:
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-20
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: A well intentioned, poorly trained Fifth Third Bank representative tried and failed to setup automatic payment as promised, which caused the XX/XX/2018, late payment issue on a new account. The fault resides with Fifth Third Bank. Evidence of the bank representatives actions have been supplied. Once an alternative automatic payment approach was provided by representative to customer in XX/XX/2018, the customer did the setup, and all future payments were automatically on-time. There is still {$130.00} of late fees the bank has not refunded yet due to the banks actions and lack of actions as was promised by their local bank representative. Although a late payment happened, the funds and automatic payment method were available to the bank representative well in advance of payment due date. XXXX, XXXX, and XXXX disputes were logged, but not resolved because FifthThird Bank has not addressed correcting that the XX/XX/2018 late payment was due to FifthThird Bank. This action by FifthThird has cost several tens of thousands of dollars, maybe hundreds of thousands of dollars, of declined credit. This is the only late payment on 6 years of credit history. FifthThird Bank advertises great customer service. The public and I expect better. I appreciate the CFPB 's help righting this 2018 situation.
Company Response:
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2022-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-20
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I am XXXX XXXX XXXX, consumer and natural living person submitting this complaint with no third party involved. On XX/XX/2022 I requested that Fifth Third Bank National Association present me with all statements in connection with the referenced account as I am disputing their claimed debt. I instructed them to cease any false, deceptive or misleading representation pursuant to 15 U.S. code 1692e and to cease collection of and the reporting of the referenced account while efforts were being made to reconcile the dispute. Not only has Fifth Third Bank National Association continued to call and text me everyday with deceptive and misleading language, they also ignored my request to reconcile this matter and instead reported detrimental information to credit reporting agencies against my instruction. I did not consent, benefit, nor authorize this account on my consumer report and Fifth Third Bank National Association has violated my right to privacy per federal consumer financial law.
Company Response:
State: CA
Zip: 900XX
Submitted Via: Web
Date Sent: 2022-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have a mortgage with Fifth Third Bank and was in good standing until I got a forebearance in XX/XX/XXXX after the pandemic began. I was given XXXX months of grace. In XXXX of XXXX, I applied for a loan modification as XXXX of my options for how to come out of the forebearance. They said the review process would generate a new loan agreement with a new monthly amount due. They started the paperwork and told me I would have a new mortgage payment deal set up in XXXX weeks. In XXXX, when I had not heard back, I called in and was told that they were backed up and that it would take another XXXX weeks. In XXXX, they told me my loan was still under review and that I would be receiving papers in the mail. In XXXX of XXXX, I called again, and again I was told my loan was under review, but this time, I was also directed to the XXXX XXXX XXXX where I could track my case. I saw no evidence of this on the site, but their representatives confirmed AGAIN in XXXX that they were reviewing my case. XX/XX/XXXX, I asked again for a response and was told that my case was still under review. Today ( XX/XX/XXXX ) I learned that I have been reported as being XXXX days late on my payments! I have screenshots of this exchange. I have asked over and over again if I ought to make any payments and was told that this would complicate the review process. I have constantly asked if this review process was going to negatively affect me and they ALL confirmed that my records clearly show that I am in process for a mortgage adjustment plan. Now, my credit score has dropped XXXX points and I have been marked for delinquent payments!
Company Response:
State: NY
Zip: 14620
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2021 {$5000.00} was removed from my account by an unknown person. I had noticed a few days later that someone hacked into my online banking and changed my contact information. I immediately changed everything back and changed my password, then noticed the bank and was given the phone number for the Fifth Third Dispute Department. I filed a claim and was denied being told that I was the one who put the money into a XXXX XXXX account. I explained the situation and the bank is continuing to say I did this after four disputes. I have been fighting to get my money back for almost 7 months now. I have been told that my identity was verified by a text message but I can not get the phone number that was used. I have tried getting a number for the investigator from the bank and I was told that I can not speak to said person. I have also called XXXX XXXX and they do not have me in their system. I am a student paying for classes out of pocket and the money that was stolen was to pay for my classes. I dont know what else to do at this point. No one will help me.
Company Response:
State: MI
Zip: 49442
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/16 I contacted XXXX Bank via the number on my statement and followed the automated system directly to an option to request a payoff. Once there I was placed on a XXXX minute hold. The customer service rep ( XXXX ) revalidated all of my information and then offered to send a payoff via fax or standard mail, no email option available. I provided a fax number and was advised that I may have the payoff in an hour. My new lender requested that the payoff or additional documentation be provided noting that no further charges would be allowed and that the account was frozen/suspended until payoff. This request was met with confusion by my customer service rep who then offered to get me to someone to help. She transferred me after a XXXX minute hold to a licensed mortgage originator who absolutely could not help. The originator said that she could certainly get me where I needed to go placed me on hold and then terminated the call. Then to add insult to injury when I emailed XXXX to advise of my experience and avoid any more time on hold, nearly XXXX minutes invested into requesting a payoff, my email bounced back as undeliverable. I firmly believe that once I advised that the purpose of the request being for a refinance that the delays and misdirection started. I could not get a straight answer concerning additional fees related to the payoff, any penalties, closing fees, release fees, etc. All information that my new lender will need to properly process the refinance. What a miserable experience.
Company Response:
State: OH
Zip: 45750
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-16
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I tried to withdraw from my CollegeAdvantage Direct 529 Savings Plan offered by Fifth Third Bank via The Ohio Tuition Trust Authority. My withdrawal was cancelled for no reason. I called to find out why and was told it will be processed and deposited to my linked checking account within 3 business days. It did not happen. Instead, my account 's withdrawal function was disabled and more than {$10000.00} principle is still being held.
Company Response:
State: TX
Zip: 78414
Submitted Via: Web
Date Sent: 2022-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check for {$5100.00} into my checking account on wed XX/XX/2021. My bank put a hold on the funds from wed XX/XX/2021 until XX/XX/2021. The bank is fifth third bank the check was from XXXX bank. I talked to a branch manager at fifth third bank to try and get hold taken off. The person that issued the check to me explained that the funds were taken out of there account and the bank told them the hold is on fifth third. The branch manger at the XXXX indiana branch said the check was not verified. So they said they could fix it by speaking to the bank that issued the check that the funds were released. I was then told that they still could not take the hold off even though the funds were made available to fifth third. I am being targeted because i have had over drafts on the account. The only reason for over drafts was because fifth third keeps putting hold on the account. This is the only money i have in the world. I have kids and im in desperate need of the funds for fear im going to be kicked out in the middle of winter from my home. I explained thos to the bank and they said there is nothing they can do even though the funds were released to fifth third already. Im begging anyone to help me form being bullied because i have financial problems!
Company Response:
State: IN
Zip: 46375
Submitted Via: Web
Date Sent: 2022-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We deferred payments in XXXX, at the start of the COVID-19 pandemic. We then started making regular mortgage payments when the deferral was over, selecting the option to place the deferred payments on the back end of our mortgage. In XXXX of XXXX, our income was suffering as our jobs were heavily affected by the pandemic and shutdowns. We called Fifth Third Bank to discuss options and we were then placed back on a 2nd deferred payment plan. In XXXX of XXXX, while still on deferment, we listed our home for sale. During this process we accepted an offer that was set to close on XX/XX/XXXX. That deal ended up falling through. As part of this process a mortgage loan payoff statement was provided by Fifth Third on XX/XX/XXXX and was valid through XX/XX/XXXX ( document attached ). This document does not show a past due amount. Following the deal falling through, we began making payments again, to ensure we stayed in good standing. Payments were made in both XXXX and XXXX of XXXX. During this time, the home was still listed for sale. We once again accepted an offer with a scheduled closing date of XX/XX/XXXX. On XX/XX/XXXX our title company contacted Fifth Third Bank for a new Mortgage Loan Payoff Statement and was told our account was in delinquent status and a payoff could not be provided. At this time we had received no mail, phone, or email communication regarding missing or late payments. We immediately called Fifth Third Bank directly to discuss our account. They were able to verify that our mortgage payments had been incorrectly applied to our previously deferred payments and not to the XXXX and XXXX payments. They reapplied the money to our mortgage and assured us our account was in good standing and there would be no penalties. Fifth Third Bank also said this would not affect our credit and would be adjusted with the credit bureaus as needed. Fifth Third Bank then issued a Mortgage Loan Payoff Statement to our title company. ( document attached ) On XX/XX/XXXX, Fifth Third Bank also mailed us a letter Re : Your Missing or Misapplied Mortgage Payment Has Been Posted. ( document attached ). We closed on the home XX/XX/XXXX, and the account was paid in full. ( Loan payoff issued XX/XX/XXXX document attached ) On XX/XX/XXXX, we both checked XXXX XXXX as we were applying for a mortgage to purchase a condo. At this time we discovered our credit scores had dropped close to 200 points. The mortgage account with Fifth Third Bank was not only still open/active but was now showing we were 120 + days past due. There was no additional information listed as to what payment was late and there were no derogatory marks listed on the credit report. We decided to call Fifth Third Bank directly, assuming this may have something to do with why they originally claimed our account was diligent to our title company back in XXXX. The communication with Fifth Third Bank was as follows : XX/XX/XXXX at XXXX ( 40 minutes ) - Most of the time was spent on hold. The customer service representative let us explain our questions and put us on a silent hold to review the notes on the account. After about 5 minutes on a silent hold the rep just hung up the phone. XX/XX/XXXX at XXXX ( 38 minutes ) - Again most of this was hold time. Spoke to an agent named XXXX who verified Fifth Third Bank closed our mortgage account on XX/XX/XXXX and a letter was in the mail stating such. He also said Fifth Third Bank would report the mortgage as paid off and closed in the beginning of XXXX. He also stated that it should eliminate the late payment ( which he could not account for ) therefore returning our credit scores to the previous status. We asked if we could verify this with a manager or speak to someone to make sure this was getting cleared up since we already had them on the phone. He said he couldnt transfer us to anyone else, and we wouldnt get a different answer. The new lender we were working with was also using all the information we had provided to work with a rescore agency but Fifth Third Bank would not work with them as a third-party to verify our account was closed and in good standing. The lender recommended we reach out to each credit bureau to open a dispute in hopes it would move the process along faster. Within a couple weeks XXXX, XXXX, and XXXX all reported back that Fifth Third Bank verified the mortgage account was closed but would not verify the removal of a late payment at this time. We attempted to get a mortgage statement with a detailed breakdown of when payments were made. We called and visited a local branch. We were informed that we are unable to obtain these due to the account being closed. We were able to verify both the XXXX and XXXX payment of {$2600.00} with transaction IDs ( available upon request ). We did find a timeline of transactions with the XXXX dispute report ( XXXX dispute report attached ). This report clearly shows an amount past due column. You will find that this column is blank up until XXXX of XXXX when it then increases to {$19000.00}. We believe when the Mortgage payoff was requested it incorrectly moved our deferred payments to delinquent status. Returning to the call we made to Fifth Third Bank on XX/XX/XXXX regarding our account being delinquent, it becomes even more clear that the XX/XX/XXXX and XX/XX/XXXX mortgage payments had been applied to the deferred payments. Once Fifth Third Bank moved those payments back to the mortgage, where they should have originally been applied, it somehow moved the deferred payments into past due. We were not made aware of this information during the XX/XX/XXXX phone call and this doesnt appear on the Mortgage Loan Payoff provided by Fifth Third Bank . This was new information that came to us after closing the mortgage. We tried speaking with Fifth Third Bank again to explain the issue. None of the customer service agents were able to help. We requested a call back from a manager in mid XXXX. The requested call back never took place. We contacted our original mortgage officer, XXXX XXXX, as we had nowhere else to turn. She took our information and documentation, and forwarded it to her supervisor, XXXX XXXX. XXXX stated he needed to push this information further up the chain. He informed us we would receive a call from the appropriate department that was able to help with these types of issues. As a result of this XXXX received a call from Fifth Third on XX/XX/XXXX. On Wednesday, XX/XX/XXXX a customer service representative ( not a manager ) from Fifth Third Bank called us. We explained the issue at hand. We were initially told that we did not have a second forbearance. After explaining the situation and going over the documentation listed above, the representative placed us on hold to check with the forbearance department. When the agent came back on the phone, she explained that we were mailed a letter in midXXXX, providing us three options to handle the deferred payments.The agent went on to explain that because we did not select one of the three options, by the time the mortgage was paid off, they show our account as delinquent. It is important to note that to this day, XX/XX/XXXX neither of us have received the letter they claim they sent. Fifth Third is unable to provide tracking information or delivery confirmation. During this call we were informed that due to the mortgage being closed, there is no way to correct this issue. She continued to insist that they contact us by phone numerous times. She also confirmed we could have verbally selected one of the three options. We asked what numbers they called, two of the numbers she repeated back do not belong to either of us ( work or personal ). One of our phone numbers was not even listed as a possibility to call even though both names are on the mortgage. The representative could not provide any specific dates and times the calls were made. She only had a note regarding the mailed letter but did not send it certified mail so has no receipt of it going out or being delivered. Again, she went on to say that the account was closed on XX/XX/XXXX and the deferred payments were closed in delinquent status. She repeated there is no way to correct this once an account is closed. Fifth Third hides behind the claim they reached out to us numerous times. However, they acknowledged that we were able to verbally confirm how we wanted our deferral status handled. Yet, not one time did they mention this to us on the numerous documented and recorded phone calls where we contacted the bank directly. This includes two days prior to us closing on the mortgage, questioning the delinquent status of the account. The XXXX report also shows the account was closed at 120 past due and as I write this letter to you now, it has not been 120 day since XX/XX/XXXX. There is also a note on the account regarding our account being over 180 days past due which is even less realistic. Neither of us were made aware of any late payments, deferment options being needed, or any issues on our account until the day before our closing. Even at this time, the information came second hand from the title company and not Fifth Third Bank. Once the call was made, the representative gave us the impression it was Fifth Third Banks mistake, it was corrected, and we went on to close on the property. If we were 120 or 180 days delinquent this would not have been possible. We had no chance to correct this before closing and are now stuck in a terrible position. We are currently unable to obtain a mortgage because of how negatively this mistake by Fifth Third Bank has affected our credit. We have both spent countless hours away from our jobs and children working on this issue with a big bank that has yet to provide any help or consistent information. We are more often met with judgment, rude customer service representatives, and repeatedly hung up on by people who dont feel like dealing with this issue. Our lives are at a complete stand-still and we are left fighting this battle that feels impossible to win.
Company Response:
State: MI
Zip: 48104
Submitted Via: Web
Date Sent: 2022-02-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A