Date Received: 2021-07-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I am a long time Fifth Third Bank customer since XXXX living in XXXX, OH. Someone impersonating me walked into a Fifth Third branch in XXXX, MI on XX/XX/XXXX and opened a joint checking account in my name. I had gotten a phone call from a Michigan number at approx XXXX XXXX that day from a nameless female saying they were from Fifth Third, asking me if I had left something earlier at the branch that day. When I replied " no '', she hurriedly got off the phone, telling me that she had to check something out and would call me back within a few minutes. Because she never gave me her name I immediately started to investigate online about the phone number and I also looked at my account online with Fifth Third. I saw that there was a {$25000.00} hold on my savings account. I contacted the Customer Service line and asked if any of their employees was associated with this phone number. They gave me a name, and upon further urging from me, told me that this person was at the XXXX XXXX branch, which is where I happen to bank in XXXX. I immediately got in my car ( before the branch closed at XXXX. ) and went to ask for her at the teller line- she did not work there. I told them about the phone call and was assisted by a personal banker there, who contacted the fraud department and informed me that someone impersonating me with all my information and a copy of my driver 's license opened up the account with another male. Upon examination of my online statement, the male had opened up an account earlier on XX/XX/XXXX, with XXXX cents online, and later the same day deposited {$10.00} into this checking account. On XX/XX/XXXX, the {$25000.00} from my savings account was transferred over into this checking account. ( The female impersonating me was supposedly the aunt of the male. ) He was needing the money for a " land contract '' and wrote a check off the account for {$16000.00} from the XXXX branch. He returned later stating the the person would not accept a check and required cash. Someone gave him the cash from the branch. He then went into another branch and wrote another check for {$8000.00}, which was also cashed. It was there that they noticed my XXXX connection and suspected something suspicious and the branch manager put the hold on the account. I have not applied for any credit in the past XXXX years since I bought a house. I have all my money in Fifth Third. Anyone looking at my history should have seen that this activity was unusual. Besides that, when I was buying my house, I could not even access my own money without waiting over 3 days, causing my closing to be pushed back. I have never heard of writing a large check and getting it cashed from a checking account newly opened the same day of the deposit. I am furious with how Fifth Third has handled this. To top it all off, they never gave me any indication of this activity that day ; had I not looked online at the account, I would not have known to call them on this. I had to go into the branch to place freezes and holds on the accounts I have with them, but they never offered to close any of my accounts or cancel my cards and issue new ones! As a result, a week later on XX/XX/XXXX, I had an unauthorized charge on my debit card ( checking ) account at a restaurant in XXXX, MI for over {$64.00} online. I called Customer service and the same day it posted asked them to immediately cancel the card and issue a new one. This did not happen, and the very next day I was charged again at two other restaurants in XXXX for over {$30.00} each! In hindsight, my bankcards should have been closed and re-issued the same day the original theft was reported. I was told that Fifth Third 's Financial Crimes Investigator was conducting an investigation in Michigan and that they believed this was a part of a " ring '' of thefts in the area. The male involved was supposedly arrested, but the last time I talked with the investigator the female was still at large. Fifth Third 's solution? I had to take off work to come in and get Identity Fraud alert protection on my accounts. This was a big hassle, as I had put freezes on my 3 credit bureau accounts, and had to unfreeze them for the alert protection- took 3 days to get this done because my personal banker 's schedule and my schedule would not jibe. They offered me this protection free for the first year. Then the banker talked me into opening up a new credit card while I had the freezes lifted off of the credit bureau! All of this while never closing the original debit card and issuing a new one- leading to the 3 new breaches on my checking account. They never informed me of the original $ XXXX hold on my account, never immediately closed any of my accounts to avoid further unauthorized charges, and I have not been kept in the loop to know whether these unauthorized transactions on both my savings and checking accounts are related, all occurring in the XXXX suburban area. In the meantime, I have filed police reports, changed all my pins and passwords on my accounts, shopped for new banks and credit unions ( all the while unfreezing and re-freezing my credit bureau accounts ), have to inform all my debtors that I pay online of the theft and issue new payment info, had my money on hold and unavailable to me, checked my accounts throughout the day and night to check for further suspicious activity, monitor emails for new phishing scams, ( and yes, they followed ), change my payroll deposit information when I get a new account, consult a lawyer, sent a complaint to the State of Michigan 's Attorney General, file an Identity Theft Affidavit with the IRS, called the Federal Reserve, and file a complaint with you. This has taken countless hours of my days since this all began back on XX/XX/XXXX. My monies have been returned to my account, but the banking relationship is irretrievably broken and I am at the point where I may purchase a safe to hide my money in.
Company Response:
State: OH
Zip: 45239
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-07
Issue: Other transaction problem
Subissue:
Consumer Complaint: I initiated 2 bank transfers in the amount of {$20.00} and {$130.00} from my Fifth Third checking account ending in XXXX to my XXXX account XXXX and it states that the estimated completion date is XXXX and today is currently XXXX but the transfer is still pending. I contacted XXXX and they said the funds has not been received but the money was deducted from my account the next following day as of XXXX. So Im requesting a chargeback ( refund etc. ) sent back from XXXX in the amount of {$150.00} back to my Fifth Third Bank checking account. Because the money wasnt received as promised. My whole account number is XXXX
Company Response:
State: TN
Zip: 37066
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I've already contacted cpfb once over fifth third bank letting someone steal. My money they switched the addresses on my account while I was XXXX for 2 years they sent a reply to y'all said time frame is why they can't refund my XXXX XXXX first off I know that's illegal because I was not notified due to their negligence and letting someone change address to ones I don't know and steal XXXX XXXX from me and I wasnXXXX XXXX two years I had no knowledge and then when I get out I've called and got around I sent proof where the bank let.them.change it XX/XX/XXXX I was XXXX on XX/XX/XXXX awaiting extradition for XXXX XXXXime in VA I could not have known or took money out they are at fault
Company Response:
State: TN
Zip: 376XX
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Fifth Third bank purchased my home mortgage on XX/XX/2021. I received a letter from The XXXX XXXX ( entity from whom the mortgage was purchased ) stating that the mortgage had been purchased. When I called The XXXX XXXX, they were able to give me the loan servicing number for the new account at Fifth Third, however I have not been able to create an account or to get in touch with any representatives from Fifth Third in order to pay my bill. I have not received any correspondence at all from Fifth Third stating that they had purchased my mortgage, or been provided any account number or any other method in which I could pay my bill, and they will not answer any of the phone numbers on their website. I believe per FTC regulations, 5/3 bank should have provided a written notice within 30 days of purchasing my mortgage. I spoke with my original loan servicer, and she said there is a 60 day grace period to pay the new account, but that Fifth Third had also purchased their personal home mortgage and they had not received any correspondence or notification of this either.
Company Response:
State: MD
Zip: 21403
Submitted Via: Web
Date Sent: 2021-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, on behalf of a non-profit organization, I opened an account with XXXX for processing credit/debit card payments. I purchased a device, called XXXX XXXX XXXXXXXX XXXX from XXXX and got it connected with the new account we opened at XXXX. On XX/XX/XXXX thru XX/XX/XXXX we used the card reader and accepted credit card payments totally {$4900.00}. On XX/XX/XXXX, I received the following email from XXXX : Unfortunately, after a full review of your account, we are unable to provide your business with our services. This decision was taken in accordance to Part 16.1 of the XXXX Terms and Conditions which you agreed to during the application process. This can be found at XXXX XXXX XXXX On XX/XX/XXXX : I called them to inquire if they need any additional documentation, and the reason of their denial. They said, they CAN NOT GIVE ANY REASONS, it is their final decision. I asked them to deposit the money collected into the bank account of the organization that I had given while opening the account with them. I also noticed my access to my account at XXXX had been BLOCKED. Then on XX/XX/XXXX, I get an email from them with the following message : After a full review of your account, we are sorry to inform you that we wont be able to provide you with our services. This closure is in keeping with Term 16.1 of our Terms and Conditions, which can be found here : XXXX XXXX XXXX. Due to the rules and regulations of our financial industry partners, we are unable to disclose any additional or detailed information as to why a specific account is closed. Because of this, our decision is final and there is no appeal process. Regarding the current transactions pending on the account, we can either refund the remaining balance to the cardholder or keep the funds on hold for 6 months. Please reply directly to this email with your decision. On XX/XX/XXXX : Within a few minutes of receiving their email, I replied saying : We have already sold goods, so please deposit all the collected money into our checking account. They have not replied to my email. I have called them twice and they keep saying that they can either refund the remaining balance to the cardholder or keep the funds on hold for 6 months. I repeated asked me that we have sold the goods, and we need to get the money. If they need any additional documents, we can provide. They are NON-RESPONSIVE and NOT GIVING us the {$4900.00} collected. On XX/XX/XXXX : Not having received any response to me email, I called them again and spoke to XXXX and told her we need the funds credited into the non-profits bank account, otherwise I will report to government agencies. She was going to check with her team and get back to me in an hour. But have not heard back from her or anybody. I had told her that we have sold goods, and we need to get the money. If they need any additional documents, we can provide. They are NON-RESPONSIVE and are NOT GIVING US the {$4900.00} collected. I notice on XXXX XXXX XXXX XXXX XXXX XXXXXXXX # XXXX that other people had similar issues with this company.
Company Response:
State: CA
Zip: 95630
Submitted Via: Web
Date Sent: 2021-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-05
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: Mortgage company ( Fifth Third Bank ) added force-placed homeowners insurance on my mortgage despite the fact that I have always had homeowners insurance since the initiation of my loan and sent them proof of this insurance via email on multiple occasions per their request. I spent approximately 6 months going back and forth with the bank about the aforementioned issue and ultimately had to involve my attorney to have the issue corrected by having the force-placed insurance removed from my mortgage statements. From XX/XX/XXXX to XX/XX/XXXX, I received six ( 6 ) separate endorsed checks from Fifth Third Bank to me with " return funds to customers '' stamps on them. I deposited these checks at one time towards the end of XXXX and a week later, Fifth Third had all the checks cancelled without any prior notice. I consulted with my attorney first about this issue, then spoke with Fifth Third ( as per my attorney ) and they could not give me a comprehensible explanation as to why the checks were cancelled. I was charged six ( 6 ) return check fees by my banking institutions as a result of Fifth Third 's actions.
Company Response:
State: AZ
Zip: 85032
Submitted Via: Web
Date Sent: 2021-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: In XXXX, XXXX I was searching online for an affordable small business merchant account to accept debit/credit cards. I put my contact information online and XXXX XXXX XXXX an Agent of XXXX XXXX XXXX XXXX ( See Attachment # 1 with his company contact info including office and cell numbers ) called me within an hour of my query. Later that day, he emailed me the prepopulated merchant application based on my responses to his questions during that call. I got no other documents to sign to complete that application which clearly stated fees of only {$19.00} annually and a monthly fee of {$25.00}. XXXX XXXX XXXX XXXX is the merchant It sounded perfect so I signed and digitally sent back the merchant account application. The following month ( XX/XX/XXXX ) they debited {$71.00} from my account as a fee. I immediately called XXXX XXXX who stated that they would correct that error. I waited but no correction was made in spite of numerous phone calls to XXXX XXXX. The following month ( XXXX, XXXX ) they debited {$71.00} from my business bank account again. At that point, XXXX stopped taking my calls and did not respond to me voicemails or emails to correct the issue. I then contacted my bank to block any further payments to them. The XXXX payment was reversed and the XXXX, XXXX was blocked. On XX/XX/XXXX I completed their Closure Request Form and emailed it to XXXX per the instruction on the header of that form. ( See Attachment # 2 ). I also faxed that Closure Request form to the fax number on form header. ( See Attachment # 3 - proof of fax ) On XX/XX/XXXX I emailed XXXX XXXX notifying him that I cancelled my account and once again wanted those fees refunded ( See Attachment # 4 ) On XX/XX/XXXX, XXXX XXXX responded to my message instructing me to Fill out the form and return it. XXXX said when its returned your account will be refunded. ( See Attachment # 5 ) Instead of refunding my account, XXXX XXXX put an unpaid debt on my credit report in the amount of {$630.00}. Over the years I have disputed this bogus debt every year since XXXX. Each time they reply that the debt is valid. They subsequently sold the debt to a collection Agency and as of XX/XX/XXXX XXXX XXXX XXXX claims I have a {$770.00} unpaid debt. PLEASE HELP right this wrong. By law, I owe them nothing because 1. I sent in their Cancellation Form stating clearly NO FEE & refunding ALL charges ( See Exhibit 4 and 5 ) 2. I never signed off or agreed to Early Termination Fee nor received the Merchant Processing Terms & Conditions to sign and its Paragraph 23. In spite of that language which was obviously inserted when I requested a copy of documents to dispute this error on my credit report. { see language that I highlighted in Exhibit # 2 ) 3. They exploited me and this fraud is causing me hardship and holding me back in my financial life during this worldwide Pandemic.
Company Response:
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I was a victim of violent crime. I am not responsible for this account.
Company Response:
State: CA
Zip: 90260
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XX/XX/21 I was cold called by an agency XXXX XXXX XXXX XXXX XXXX XXXX stating that they were in charge of a delinquent bank ( Fifth Third ) account I once had. They mentioned the bank branch by name and they had my social security number, along with an old and current address I had. The amount they originally wanted was about {$1300.00}, and had been reduced to {$710.00}. After making the payment and receiving the emails theyd mentioned I would receive XXXX a settlement letter with case number and receipt for payment ) I decided to call the company to ensure all was well. The call answer had an automated response that seemed fishy. To my dismay, XXXX searches indicated the company was a fake.
Company Response:
State: NV
Zip: 89113
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-02
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: 10952
Submitted Via: Web
Date Sent: 2021-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A