Date Received: 2021-06-04
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Fifth Third Bank, N - XXXX XXXX XXXX XXXX XXXX XXXX XXXX - XXXX A mortgage company, I cant see the name. XXXX
Company Response:
State: GA
Zip: 30088
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I would like to file a formal complaint and investigation against Fifth Third Bank for improperly evaluating and mismanaging all financial documents for a re-finance application that began on XX/XX/XXXX and still has not been formally resolved. I have a current, good standing, mortgage with Fifth Third Bank and excellent credit. My existing mortgage originated with MB Financial in XXXX which later was bought buy Fifth Third Bank. ( In XXXX, I had removed my ex husband from the mortgage per a divorce property settlement agreement and as I had just opened a new business, I added my father on as a co-signer to ensure my employment change would not be a problem ). I applied for a refinance with Fifth Third Bank on XX/XX/XXXX. I have owned my own business since XX/XX/XXXX and currently still own the company. I also applied with my child support as income ( which has been consistent for 4 years and lawfully continues for at least 8 more years ) and other income as an XXXX XXXX XXXX. I applied for the re-finance with my father as co-signer as he is currently on the mortgage and to ensure there was more than enough income on the application. He is also self-employed, owns multiple businesses for 35 years, owns a farm and owns multiple properties with no mortgages and has made in excess of XXXX yearly. I currently owe approximately {$190000.00} on my property at 3.875 % and the appraisal done during this process valued my home at {$470000.00}. I requested a cash-out refinance of {$90000.00} to cover home improvement repairs and to remove any remaining loans I had. I was quoted a 3.275 % with XXXX points for a 30 year fixed mortgage with the cash out bringing up my payment approximately {$75.00} extra per month. Self-employed individuals have much more complex financial and tax documents to understand, especially when there are multiple large scale businesses. It is a much more complex document collection and underwriting review and it is my opinion based on dealing with multiple people including managers at Fifth Third Bank, that they are not adequately educated and able to request and review the correct and complicated documents of self-employed individuals and engaged in illegal responses to me during the process. I still have yet to receive an official written document on Fifth Third Bank letterhead stating where my application stands however I have been called twice by an employee ( XXXX XXXX ) telling me there will be a denial. I filed an internal complaint with Fifth Third Bank after she first called in XXXX, and suddenly they started to review my application again. Her reason that time was that we did not submit the proper documents. I received email correspondence that my files were " misplaced '' and that I was being difficult. They also did not seem to open the two large XXXX XXXX packages that were sent to them with documents a month prior. We again submitted documents and restarted the process however the woman collecting documents was not even sure what she was looking at ( XXXX XXXX ). Many documents were submitted two or three times, I was told the documents kept expiring ... when in reality, they had never requested them. The woman at the company who handled that first complaint was XXXX ( her phone XXXX ). I also tried to get help from XXXX and XXXX XXXX boss, XXXX XXXX with no solution. Now after re-submitting everything they asked for both signers, I was emailed by XXXX XXXX that they had everything on XX/XX/XXXX to review only to receive a letter asking for more documents on XX/XX/XXXX. Some of which were completely inaccurate documents relating to me. ( For example, they asked me for tax return from a company I don't own something named XXXX and have never heard of ; and asked for a mortgage that my father has ... he has no mortgages. In addition to another slew of new documents they hadn't asked for before. After I questioned every line item on the XX/XX/XXXX letter, I received a phone message from XXXX XXXX on XX/XX/XXXX stating I would be denied of an approval because my employment job has changed. It has not changed. I own the same company I own and have owned since XXXX. I then questioned why if they took my income out of the equation, that they didn't count my father 's income. I then received an email saying there were trials and tribulations with my re-finance given the complexity of the documents and that since my job had changed, they could not list any income. It is my belief that not only did they violate the Equal Credit Opportunity Act and not provide a written, explicit factual explanation ; but they mishandled my application from the very beginning. They did not have the expertise to request the proper documentations from the beginning, lost my files, and I feel improperly calculated my income ( because they refused to count it ) and did not properly count my father 's income ( because they don't know how to read and/or request the proper documents ). As I mentioned above, in XXXX when I removed my ex husband and placed my father on as my cosigner with MB Financial, I had just started a XXXX and was only 3 months in. They didn't discredit my income and were able to review all of my father 's documents properly and I received the mortgage. I purposely went with my current lender instead of shopping around this time and it was a HUGE mistake. I would like my entire file returned to me and my father, I would like an official letter I am rightfully owed by law with a legitimate reason for denial and I would like to officially have their team investigated for mismanagement of financial documents. They are not staffed properly to evaluate self-employed individuals.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: So I contacted Fifth Third and asked for some ways in getting old statements from 2019. I ALSO told them I was NOT receiving my statements monthly. We investigated and found out that Fifth Third did not send my whole statements monthly. Only the first page of the statements. Usually the lady said it's like 6 pages long explaining what was coming in and coming out every month of my account. She said they failed to do something on their end to fix that. So then I spoke to a lady who was very hard to understand. Hardly spoke English I then asked to speak to someone who did speak English she then told me there was no one available. I told her tons of times that i only wanted statements that was not to be charged for research. I kept telling her over and over I wouldn't have to do this is Fifth Third did not fail to send me my full statements. I then was charged XXXX on my account and then I called back to customer support and she said it was for research fees. She also said they was mailed out in XXXX and I have yet to receive them. The point I am trying to make is if they would of made my statements correctly I could of pulled them from my end and my files and I wouldn't of had to call them for help in the first place. So basically I was charged XXXX on my account and I still have not received those documents. I was only wanting the ones that was free so to speak and because this lady spoke not English she did NOT understand that
Company Response:
State: KY
Zip: 410XX
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2021 I called Fifth Third Bank and spoke with the disputes department to file a dispute from a transaction that occurred on XX/XX/2021 from XXXX in the amount of {$25.00}. I spoke with a manager named XXXX. The {$25.00} was withdrawn from XXXX XXXX XXXX XXXX It was an account attempted to be opened online. The account was never opened as I did not reside in their footprint service area. I called XXXX as well. They advised that a check was mailed to me on XX/XX/2021 and I did not receieve it. I also learned that there was a clerical error with the address and was sent to an address i never lived at. The Bank confirmed it was not cashed. XXXX advised for me to dispute the amount with Fifth Third, in doing so, the rep at Fifth Third said i have no dispute rights and I am out the {$25.00} until the other bank reimburses me. The other bank advised they wont issue another check. So why should i have to be out {$25.00} because no one wants to accept responsibility for the loss its caused me. I dont know why companies are allowed to just keep other peoples funds and not give them back. Its not right. Banks cant be trusted anymore these days and this is why people choose to stay unbanked for reasons such as this.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-31
Issue: Fraud or scam
Subissue:
Consumer Complaint: Is there a way to get money back if your scam by the company 's that you were supplying a card machine for your business to be able to accept payments. and they did some thing where i only got some of the payments deposited it to my bank and most of the payments they would process normal on my end but never be deposited fully into my account. some customers have admitted to me that they would make there payment using there card and it would show processing for a few days than it would go away and they would never being charged for the transactions. The company use and changed name on me a few times, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, TX XXXX XXXX XXXX XXXX but on the irs form XXXX XXXX XXXX XXXX XXXX : XXXX and XXXX XXXX XXXX XXXX XXXX The only name person I can recall is a XXXX XXXX and the guy who signed me up in the beginning XXXX XXXX. and not to leave out they filed a claim on my credit for a billing of improper charging of fees that they continue to take out of my account that i had to close because when the bank would block them from charging me they would use other thermal and charge a different amount so it would go threw. my contact info is : XXXX XXXX XXXX BUSINESS NAME : XXXX XXXX XXXX
Company Response:
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2021-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-31
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I have an acount at with the 5/3 rd bank in XXXX, Il I have a business account and personal the business account is the the account I have problems I tried to withdraw money and and couldnt not due to bank errors I still havent recieved any cash
Company Response:
State: IL
Zip: 60411
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-31
Issue: Problem with customer service
Subissue:
Consumer Complaint: In relation to your response to my claim number XXXX, I must insist. To Fifth Third Bank The following check is legitimate and corresponds to a federal student loan, of which I provided information when a bank employee requested it. The bank itself followed its usual protocol to pay me that legal check. Your bank closed my account based on information that is not accurate. The professional who made the decision stigmatized me and assumed that the second check was also fraud when it was not. I insist, I was the victim of fraud on a first check and then you took action on a legitimate subsequent check. Thanks
Company Response:
State: FL
Zip: 33015
Submitted Via: Web
Date Sent: 2021-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Fifth Third waited until 4 days past the originally scheduled closing date to inform me that I no longer qualified for the mortgage. Although nothing with my financial status ( income, debt, credit history, or expenses ) changed between the time of pre-qualification and being denied the loan after my originally scheduled closing date, because of a debt-to-income ratio that exceeded the allowable amount. I was pre-qualified for {$410000.00} on XX/XX/XXXX and sent my accepted offer to purchase contract to the lender on XX/XX/XXXX. The closing date was set for XX/XX/XXXX and I was in frequent contact to get the lender any additional information that was required. On XX/XX/XXXX the lender sent an email asking for EVIDENCE YOUR EMPLOYMENT WILL TRANSFER UPON MOVE FROM XXXX TO XXXX. [ co-applicant ]. I replied to the email the same day stating [ Co-applicant ] will continue to work in NC until XX/XX/XXXX XXXX Co-applicant ] will be applying for jobs next month, but will continue to reside in NC during the week with her father and friends until she obtains employment in GA. I also called and spoke to the loan officer to reiterate the co-applicants employment as described previously and discussed prior to and on the day of pre-qualification. Nothing was submitted in the application that reported the co-applicant as having income established in Georgia. As days continued to pass, multiple emails were sent to the lender requesting an approximate closing date. On XX/XX/XXXX the lender stated in an email, Yes, a closing extension will be needed please. I would recommend until XX/XX/XXXX to be on the safe side. The verification of rent still hasnt been provided and Ive requested another update. The insurance and flood were received. Ive asked for Travelers to provide replacement costs information. After providing the requested information, I did not receive updates on when the lender would possibly be able to close. Then, on XX/XX/XXXX 3 days after the originally scheduled closing date of XX/XX/XXXX the lender sent an email stating, Good News! We have all items and your loan was just submitted for the full approval review. Please note once the full approval is issued youll receive a system generated email that is informational only and does not require a signature. Well also reach out to schedule the closing. Afterwards, on XX/XX/XXXX, the lender asked for additional supporting documents which were sent to them. Later that same day, I received a call from the lender and was informed that I did not qualify for the loan amount and would need to significantly increase my deposit amount to qualify because my co-applicants income was not allowed to be included making the debt-to-income ratio exceed allowable limits. Nothing with my financial situation ( income, debt, credit score, or expenses ) changed from the time of pre-qualification to being informed that I no longer qualify because of a lack of income. Yet, I was still unable to be notified in a timely manner that I did not qualify. Instead, I had to continue to submit over 20 supporting documents in addition to the items submitted prior to pre-qualification ( W2s, pay stubs, tax returns, and 3 months of bank statements ). I also spent unnecessary money on house inspections since I was informed that I pre-qualified for the house. Prior to submitting an offer to purchase on XX/XX/XXXX, I asked the lender Is there anything else I can do to get something saying that Im preapproved prior to seller accepting the offer The lender replied, We only offer pre-qualification and is used to purchase homes all the time. Our pre-qualification process has been approved by legal and compliance. The underwriting systems for pre-qual involves XXXX XXXX and XXXX XXXX. Fifth Third prolonged the application process and waited over 30 days after an offer to purchase contract was submitted, to inform me that I did not qualify for a mortgage because of my debt-to-income ratio. Although, they had all the information needed to inform me of this 1 ) prior to prequalification, 2 ) at the time prequalification occurring, or 3 ) when notified that an offer to purchase was accepted by a seller.
Company Response:
State: NC
Zip: 27713
Submitted Via: Web
Date Sent: 2021-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Without my authorization, Fifth Third began a recurring auto-withdrawal on my mortgage account that was in addition to my regular auto-bill pay mortgage payment. This was in the amount of {$430.00} and these withdrawals occurred in XXXX, XXXX XXXX XXXX, and XXXX XXXX. These funds were withdrawn from my XXXX XXXX checking account, which is not my primary checking account, so I didn't realize this was happening until XXXX of XXXX. I called customer service and after a lengthy hold, I told them that I had not authorized this " curtailment '' payment. The rep told me to call auto-bill pay. After another lengthy hold, the rep told me that I had, in fact, called the bank and authorized the {$430.00} curtailment and she gave me a specific date of when this phone call occurred. I believe she said it was XX/XX/XXXX when I called. I asked if that call was recorded and was told that all calls were recorded. I asked to have that call reviewed and asked to be able to review that call myself, also. I was put on hold while the rep looked into the situation further. The rep came back and said that the reason I was getting the delinquent payment letters from the bank was that I had insufficient funds to make my mortgage payment. I told her that my funds were entirely sufficient and had never been otherwise. She also told me that she looked into whether the phone call could be reviewed and that it would not be reviewed because everything had been done in compliance with bank policy. I asked to speak to a supervisor and, after a lengthy hold, had to re-tell the entire sequence of events. After answering several questions, the supervisor hung up on me. She didn't hang up on me because of any conflict we were having. I was calmly explaining the situation. I assumed she would call me back but she did not which led me to the conclusion that she had hung up on me rather than being disconnected. At some point during all of this, I requested to be reimbursed for the funds in the amount of {$1300.00} for the three unauthorized payments. On XX/XX/XXXX I received a check from Fifth Third in the amount of {$1500.00}. I called customer service and told the rep that I was still receiving delinquent payment letters and the rep said it would be escalated to " the resolutions department. '' A rep from this department named XXXX called me and I told him the sequence of events. He said he would look into it and called me back a couple days later. He explained what happened which, in a nutshell, was that the bank dropped the ball and he assured me that it had been corrected. I asked that he confirm with me that the credit bureaus had been updated to reflect that I did not have any delinquencies. He assured me he would do that. I left him a message about a week later and said that I did not hear back from him and he never returned my call. At this point I went to my local branch and told them the story. The branch manager, XXXX, assured me that he would get it corrected. Three weeks later I had not heard back from him and I left him a voicemail that was not returned. I called a rep at the branch, XXXX, who looked into it and told me that the regional manager XXXX would be contacting me. XXXX contacted me and I told him that I wanted it in writing that the credit bureaus had been notified that there were no delinquent payments. Additionally, I told him that I wanted to be compensated for my time and for the damage to my credit score which, at this point, was significant. My credit report was showing three delinquent and unpaid mortgage payments. He said he wanted to get it resolved and then he would compensate me and we would discuss it then. He left me a voicemail, I left him a voicemail, and did not hear back from him. I have left him four voicemails in the past 10 days and have not heard back from him. I left XXXX, the rep at the local branch, a voicemail three days ago and have not heard back from her. Attached is a screenshot of my online account history. You will see an entirely confusing amount of red ink.
Company Response:
State: OH
Zip: 44139
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I filed an application for a loan refinance on XX/XX/XXXX. Today is XX/XX/XXXX. Every question has been answered on more than one occasion. Everything has been documented in full with no reasons for such a delay or adverse results. The appraisal on my home was nearly twice the amount requested for refinance. I believe that due to my age at XXXX I am being adversely selected against due to the 15 year term of the requested loan.
Company Response:
State: TN
Zip: 37064
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A