Date Received: 2021-07-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are currently in the middle of an escrow that is expected to close on XX/XX/XXXX. We just won the bid to proceed with purchasing our dream house during this crazy real estate market, but that dream has been crushed. Today we received a call from our lender ( XXXX XXXX ) saying that they can not fund our loan due to negative remarks that were brought against us from Fifth Third Bank ( the first-ever offense in our lifetime of being a homeowner since XXXX ). It took a toll on our credit scores. My wife and I used to have over XXXX credit scores, and due to their mistakes, our records dropped XXXX points. We have request Fifth Third Bank to fix the issues, but they don't have solutions to helps us to close escrow for our Dream home. The issue is they marked us for late payment for XXXX. We were not aware that the autopayment was never initiated by Fifth Third Bank to apply for XXXX. We were marked late because they never received our physical authorization letter for autopayment ( How are we supposed to know that ). We sent the authorization paper from the provided prepaid envelope by Fifth Third Bank, back via USPS. Being such a large bank, we were surprised that Fifth Third Bank does not have the capabilities to set up auto payment online ( Never happen with other lenders except Fifth Third Bank ). We have never been informed that our first letter nor our second letters for automatic payment authorization has never been processed, and up to this day XX/XX/XXXX, Fifth Third Bank says our account is still showing pending for the autopayment. Never happen with other institutions before. We have never been notified that the autopayment has never been set up or initiated. The by-product of these autopayment mishaps, we have to take a beating for XXXX towards our credit scores. My wife 's credit score even shows that she was reported 3 times, which cost her scores hit the most from XXXX to XXXX. Our lender ( XXXX XXXX ) is asking Fifth Third Bank to remove the negative remark for a one-time courtesy and also provide an official letter that they are willing to work with us to resolve the issues so we can proceed with our escrow to get our dream house. Yet, Fifth Third Bank did not have any remorse or sympathy to assist us or willing to work with our lender. How are we supposed to close escrow by XX/XX/XXXX? by just waiting for them to decide? All of this can be avoided if they give us a call or give us some sort of notification for confirming the autopayment has never been processed. What other bank institutions in XXXX still requesting paper authorization to be mailed back? And we ask how we are supposed to know if Fifth Third Bank received and process the auto payment? Such a ridiculous process. We are requesting an assistant from the CFPB team to investigate into why Fifth Third Bank do not process our automatic payment, which causes us a late payment, and why they did not notify us by phone, e-mail, or mail? Without notifying us by calling us, e-mail, or mail? We are requesting for Fifth Third Bank to correct our credit scores to their original state for both my wife and me. Thank you very much for reviewing this complaint.
Company Response:
State: CA
Zip: 92879
Submitted Via: Web
Date Sent: 2021-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-27
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: I am a victim of identity theft. The following accounts were opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft.
Company Response:
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
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 received a new credit card in XXXX. I never activated the new card. This was a replacement card because I lost my original card. In XXXX, I started getting charges on the new card that was never activated. I never authorized these charges nor do I know what they are for. I spoke with XXXX on XX/XX/XXXX. She confirmed that these charges never occurred on my original card. But XXXX as account updater and was able to put these charges through on a card that isnt even active!! She did nothing to open up an investigation to see where these charges came from. She did nothing to help with the dispute. I did not authorize these charges and she was nit concerned about that. I had to cancel my Fifth Third account. I believe I have been a great customer if not an exceptional customer for many years with Fifth Third, but again this did not matter.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I want a new mortgage servicer. Fifth Third is presently my servicer. They have been the mortgage servicer on my house at XXXX XXXX XXXX MI XXXX for almost 30 years. They are constantly harassing me about my insurance.I spoke with them on or about XX/XX/XXXX about my coverage. I had changed insurance companies. I gave the woman at Fifth Third all the information. I made it clear it was set to auto pay and would not renew until the day before the due date of XX/XX/XXXX. Why should I pay sooner? Under federal law, the servicer must reasonably believe that the borrower has failed to maintain insurance coverage on the home before purchasing a force-placed insurance policy. I have never missed either a mortgage or insurance payment.I called these people and gave them all the info and they still send me threatening letters. This Isn't the first time. Fifth Third is a horrible company and I want a new one. XXXX XXXX holds my loan and they must have dozens and dozens of servicers. Is there any way I could choose a different one? If not how do I file a complaint against my service provider?
Company Response:
State: MI
Zip: 48239
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I transferred money from my Fifth Third checking account to a new account at a different bank. Even though my checking account had a XXXX balance as of XX/XX/XXXX, Fifth Third charged the account a {$25.00} service charge on XX/XX/XXXX. On XX/XX/XXXX I received a letter advising me to pay the service charge or it would be charged off and may be reported to a consumer reporting agency and passed on to a third party debt collection service. I do almost all of my banking online and when I transferred the funds I looked for but was unable to find an option to request the account be closed. I do not feel I should be charged a monthly service charge for an account with a XXXX balance.
Company Response:
State: NC
Zip: 281XX
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-25
Issue: Getting a line of credit
Subissue:
Consumer Complaint: Fifth Third Bank denied loan application for an Equity Flexline of credit. The loan was denied after more than 60 days of processing, which included ordering credit reports, requesting proof of cash reserves, a completed appraisal of property, tax returns, proof of income, etc ... The decision noted for the decline was " Ineligible property type for second lien mortgage ''. First, when asked " property type '' the answer was clear, concise and unambiguous ; 2 unit building. The discussion regarding the purpose of the loan and the property type were well noted. Especially since the property 's current home equity loan is with and to be replaced by Fifth Third Bank. Why would we the owner of the property provide misinformation about the property type knowing that Fifth Third has current loans ( 1st & 2nd ) and can easily verify accuracy? Doesn't make sense! With that said, why did Fifth Third Bank lead us to believe that we were applying for the appropriate loan, all the requirements were met, awaiting limits of credit and a closing date. Therefore, to get this type of reason for a decline appears to be less than honest, collaborative and deceptive lending practice by Fifth Third Bank. In closing, Fifth Third just simply decline ; offered no suggestions, no alternatives and no explanation of how this unthinkable mistake could happen. Why? Perhaps, this type of practice is normal. However, we will not accept this type of treatment. We will work diligently to make our case to all appropriate agencies or bodies until results are equitable regarding this matter!
Company Response:
State: IL
Zip: 60645
Submitted Via: Web
Date Sent: 2021-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hi I would like to file a complaint against A loan officer from fifth third back due to false information and damaging my family. I am a mom of XXXX who had previously owned a property that was cashed payed back in XXXX, I tried applying for the first time for a loan and I meet with XXXX XXXX like around XX/XX/XXXX from fifth third bank who assured me that I was good to apply. I submitted documents in regards to my income and he always knew that I was a 1099 ( self employed ) I was not a good candidate for a loan due to my income from my previous taxes year XXXX and XXXX. I had not clue and I fully trusted this loan officer. He also knew that I had to sell my house first in order to buy and he still allowed me to proceed knowing that I was not going to be approved for the loan, I sold my house in XXXX XXXX staying without a home and leaving my childrens without a home waiting for XXXX to give us the great news. XX/XX/XXXX he calls and says I was not approved for a loan due to my income when I had already paid for the loan application, gaved XXXX money, and paid inspection. XXXX gave me a pre qualification letter without any explanation and and without verifying my income /assets correctly. Now Im homeless and about to lose my {$4000.00} XXXX money because this loan officer gave me false information.
Company Response:
State: IL
Zip: 60639
Submitted Via: Web
Date Sent: 2021-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-24
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: All times in Central Standard Time. All calls were made to and from the phone number ( XXXX ) XXXX. XXXX Call at XXXX XXXX- set up two payments with agent in multistage collections for {$330.00}. One payment for XX/XX/XXXX, the second for XX/XX/XXXX. Collections agent told me that this would pay off the loan. XXXX Payment 1 drafted from account XXXX Payment 2 drafted from account XXXX Took call at XXXX XXXX from collections department, saying money was still owed on the account. Told agent that I would call back when I had a chance to actually talk about it to figure out what was going on. XXXX- Made call at XXXX XXXX to collections department, requested to speak to a supervisor to ask what was happening. Cold transferred five times within call between collections and customer service, no one said they were the right department. On fifth call told supervisor that anymore cold transfers would result in communication through a lawyer. Someone needed to just review the notes and tell me what was happening. The supervisor said he would warm transfer me to customer service, who he said would be the correct department. While on hold for customer service the supervisor said he reviewed the call, and the agent I had spoken with was named XXXX XXXX, and confirmed that she had taken the payments and told me that my account would be paid off, but also explained that she had told me my balance, not my actual payoff amount. Also said that she had written in account notes that account would be paid off. No one in customer service answered, supervisor said he would escalate it to his manager, and I should call back by the end of the week to get an update if I hadnt heard anything. XXXX Made call at XXXX XXXX, asked to escalate to supervisor. Was kept on hold, then when supervisor picked up the call was disconnected. Call lasted 25 minutes and 30 seconds. Made a second call at XXXX XXXX Call was bounced around five departments, and I spoke to twelve employees, including five supervisors. Different supervisors confirmed seeing notes from the call on XX/XX/XXXX, but when I finally got to someone who could tell me why I owed money they told me I was being charged interest on late fees that had been paid, which seems illegal, but apparently is just a scummy business practice. This call lasted 2 hours, 13 minutes, 11 seconds between all the transfers. At that point I was just tired of having wasted an entire afternoon hearing multiple people from the same company tell me stories that didnt align, and I decided to just set up the payment so it would be done. Set up a payment with a supervisor in multistage auto collections. XXXX- Received 4 collections calls during the morning while working. Checked account and noticed money had not been withdrawn. Called collections number, and was told my bank had reversed the transaction. That supervisor asked me to set up a payment on that call, and I told him absolutely not, because two times I had set up payments and been told the account would be paid off, then received collections calls. I told him I would figure out what was going on, but that my next communication to the company would be through a lawyer, because I was so tired of dealing with setting up payments and being lied to. Called my credit union, was told that no charges had come through from 5/3 Bank, so none could be reversed, giving further evidence of yet another lie from a 5/3 employee. All I want is to have my car paid off. The amount is not a concern. The fact that I have been told twice that my account would be paid off with payments I arranged, and then failure on the part of the company to train their employees resulted in this not happening. I will pay whatever I actually have to pay, but I will not set up a payment with some random collections agent again hoping that it will actually work this time. The fact that multiple people who identified themselves as supervisors do not have access to the same notes indicates that either there is a flaw in the system, or the people who I spoke to outright lied to me. The supervisor in multistage auto explicitly told me that the agent I spoke to did not say the things she said to me, and told me that there were no notes from the supervisor I had spoken to the week before. I believe that she is trying to protect her employee, as XXXX is in her department. I was also told that I am being charged daily interest of two cents, but the amounts I have been told do not make sense if it is only going up by two cents per day. I also should not have to pay interest on a payment I did not even know I owed because an employee was so poorly trained she did not know the difference between a balance and a payoff amount. I am tired of being lied to. I am tired of speaking to entry level representatives who have no access to look into the account, and this includes supervisors who have inconsistent access to notes on the accounts. I need someone who has actual authority and clearance to review the calls, to set up a way that I can make whatever payment I need to make, and to make sure that employees are not lying, and are adequately trained to do their jobs.
Company Response:
State: IA
Zip: 500XX
Submitted Via: Web
Date Sent: 2021-07-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: FIFTH THIRD BANK CLOSED MY ACCOUNT THAT I OPENED BACK ON XXXX XXXX 2017 I DO NOT HAVE THE SPECIFIC DATE ON WHEN IT WAS CLOSED. BUT IT WAS CLOSED DUE TO SOMEONE LOGGING INTO MY ACCOUNT DUE TO A SCAM. NOT SURE WHY THEY CLOSED MY ACCOUNT WHEN THEY COULD HAVE JUST CHANGED MY PASSWORD. BUT THIS HAS CAUSED MY ACCOUNT TO BE DELINQUENT AND HAVE A NEGATIVE EFFECT ON MY CREDIT SCORE
Company Response:
State: OH
Zip: 43615
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-23
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX XXXX XXXX DEALERSHIP - CHECKED MY CREDIT WITHOUT MY FULL KNOWLEDGE OR CONSENT. I CAME TO PURCHASE A VEHICLE AND ALREADY HAD AN AUTO LOAN APPROVAL FROM MY PERSONAL CREDIT UNION BANK SO THERE WAS NO NEED FOR THEM TO RUN MY CREDIT REPORT. THEY ALERADY KNEW ABOUT MY CREDIT UNION APPROVAL IN THE BEGINNING STAGES. I EXPRESSED TO THEM THAT I DO NOT NEED MY CREDIT REPORT CHECKED. FINANCE REP TALKED TO MY BANK AND CONFIRMED MY APPROVAL. 2 INQUIRY 'S 1. XXXXXXXX XXXX XXXXXX/XX/2021 2. FIFTH THIRD XX/XX/2021
Company Response:
State: CA
Zip: 91601
Submitted Via: Web
Date Sent: 2021-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A