Date Received: 2021-05-06
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I would like to report unethical business practices by Fifth Third Bank, XXXX XXXX XXXX XXXX XXXX. On XX/XX/XXXX I signed with my step-daughter for a car loan. All was well until she left for college a year later. XX/XX/XXXX I was called saying the payment was late and immediate payment was needed. Away at college she did not find a job as soon as expected, but the tragedy is she neglected to inform me of her hardship. I called the office, paid the balance, and was sent papers to extend her loan to give her time to find employment. I made sure my correct address and phone number was in place and acknowledged that I would like to be inform in a timelier manner in the future. As they were calling my daughter but somehow found my number when the account was reaching crisis level. I have verification cards dated XXXX XXXX and XX/XX/XXXX. In my mind all was well, I was assured with me being on the account and information validated, that I would be informed of account. On XX/XX/XXXX I received a notification that my credit score dropped XXXX to XXXX pts on my various credit ratings. I was in disbelief and shock. XX/XX/XXXX I called Fifth Third bank it was confirmed to me that XXXX payment was XXXX days late resulting in the credit fall. On second look XXXX decided that it was not a late payment and transferred me to XXXX in XXXX to assist with a resolution. My understanding was that for several months in XXXX my daughters payments was deferred as a consolation given to the customers via the Fifth Third, but XXXX was missing a payment but XXXX payments was made in XXXX so the account should be payment short for XXXX and it could be paid by XX/XX/XXXX and the late payment should be removed. In being transferred to another Rep to get the removal of the delinquency on my credit report a few dropped calls later I was connected to someone else that said they needed to view the account more closely and would call me back. On XX/XX/XXXX I inquired with Fifth Third about the results, fearing that XX/XX/XXXX would make it a legitimate late payment. I was told that the account was continuing to be viewed. With the payments confusion was occurring and to call back. On XX/XX/XXXX I called again. A few more dropped transfers and I finally reached XXXX. XXXX said XXXX payment was missed for XXXX was missed by the other Reps but XX/XX/XXXX XXXX was paid so all should be well and to now pay XXXX to cover XXXX. I told him that I have missed the grace period waiting for a decision. He said this can be handled and transferred me to XXXX. XXXX was wonderful. She confirmed several things for me. I was placed on cease and desist to call XXXX XXXX, but she could not confirm by who or how it was activated. She walked me through the steps to establish online banking so that I could visibly make sure the payments were being made ( as I instructed my daughter to make full payments because payments were causing confusion with her and the bank ). We were moving along well, and we somehow got disconnected. I started over from the beginning because we had not dealt with the cease and desist. I was told by someone in Customer Service that cease and desist was handled by an offshore group and they probably do not verify the accounts when making the changes. But disconnected me when I asked more questions about the process. Calling back I received XXXX who was not able to remove the cease and desist, because I needed a written retraction via mail. Not happy that someone could call in and change my information, but I needed a written notice to remove it ; he supplied me an email address of XXXX XXXX XXXX. And transferred me to XXXX in XXXX to finally receive a conclusion about my credit. XXXX stated that the account was XXXX days late because the XX/XX/XXXX payment cleared at XXXX pm and the hours end at XXXX. She also stated that it looked like some numbers were finger checked on the XXXX attempt and the resend was what made it late. She suggested I ask for the delinquency to be removed because the payment did clear on XX/XX/XXXX. But transferred me to XXXX. XXXX glanced at the account, laughed, and said once a delinquency hit the account it was highly unlikely to be removed. I inquired about Voluntary Repossession and was transferred to a very nice young lady. She asked that I not make such a hasty decision because she could tell I was frustrated, but the repossession would reflect on my credit and I would have an additional problem. But supplied me the information requested and asked that I think it over. I adhered to her request and ended the call. With my daughter pleading her case and the obvious confusion with the account and the many eyes and hands on the account I decided to take a break from it and resume later. By the way, I did receive Verification of Contact information change and my number added to the account again. Followed by a letter on XX/XX/XXXX switching my address to the XXXX XXXX listed above. I asked to have this changed but now finding it did not. XX/XX/XXXX I called and received XXXX. She viewed the account and admitted that the payments was probably the culprit in this matter. She would send a credit dispute to XXXX on my behalf with Reference number XXXX. She too felt that this should be resolved and possibly forgiven as the account was clearly a mess and no one seem to have the same opinion about the situation and the bill had been balanced out. XX/XX/XXXX I received a letter stating that the account had been viewed and the result of the delinquency would stand. But then XX/XX/XXXX I received a letter for a credit of {$6.00}. I dont pay the bill so not sure what it was for but viewed the account and all seemed well. XX/XX/XXXX I received an email after business hours that my contact information had been changed. I called the office on XX/XX/XXXX and once again there is a cease and desist placed on the account. XXXX stated that the XXXX Department had placed it but no mention of who authorized. I was transferred to XXXX. She did see the cease and desist was added but she too had no information of by whom and found it weird because the account is current so no one should call anyway. XXXX viewed the account and asked if I ever consulted with my daughter about payments in XX/XX/XXXX because it was an option and maybe that started the problem. I was transferred to XXXX XXXX. XXXX XXXX confirmed that there was no agreement on file for half payments in XXXX but saw XXXX payment but the conclusion of it paid on XX/XX/XXXX which was within the grace period. She stated that the letter sent for the denial may be a blanket letter from Reps that view the account, and I should try again because there are clearly some mishaps on the account, and I possibly do not deserve the delinquency of with COVID and other national issues the Company may work with me with a one-time forgiveness letter to remove this from my credit report. I was supplied another address to remove the cease and desist from my account. XX/XX/XXXX I receive a decrease in my credit rating for XXXX. I had been informed around the end of XXXX that my personal information may have been hacked via a friends account and name. I instantly placed a fraud alert on my credit report and was thinking this may be related. But I called XXXX and they stated that it may deal with the delinquency. XX/XX/XXXX I called Fifth Third and reached XXXX. She viewed the account and said there is nothing concerning the delinquency since XX/XX/XXXX. She also informed me that the Company did not report the account as balance paid at the end of XXXX as I was told. But there was a new history of payments was mailed to me XX/XX/XXXX. I have not received it and she was resending me one Request # XXXX. ( What I received on XX/XX/XXXX is yet another Verification of Contact change of information with the XXXX XXXX listed again ). She also stated that I should receive a credit report, fax it to them at XXXX when received, they will review it and if them not contacting the credit bureau is the cause for the new XXXX point drop ; they would resolve it. I have no faith that Fifth Third Bank will do any such thing. I retire in a few years and had begun searching for a retirement home before the horrible incidents that started my XXXX year. Can you please contact Fifth Third Bank and assist me with a resolution? I would love for my credit score to be restored as this is one of a few debts that I even have attached to my name, because I was trying to have a clean record when finding my retirement home. This has been a valuable lesson and I will not extend myself into anyone else affairs again. I have made the attempts with Fifth Third, but my efforts seem useless. I am currently encouraging my daughter to trade, sale, or refinance the balance of the car. I do not want to continue this circus. But her credit was affected as well so I may be imprisoned for yet another year. Thank you in advance for your assistance, XXXX XXXX
Company Response:
State: NC
Zip: 27713
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: We moved to Florida 3 years ago. Weve banked with a local bank, XXXX for over 10 years. They are in XXXX and have no branches in Florida. In XXXX I opened an account with fifth third hoping to transfer my banking to them. I have written multiple checks from the XXXX account into the fifth third account, one for {$4000.00} and one for {$5000.00}. Neither of those were held and the funds were available the next day. Over this past weekend I deposited a check for {$4000.00} as Ive done in the past and wrote a check for our rent on Monday for {$3200.00}. I noticed on Tuesday that the funds from the deposit were not available. I contacted fifth third and they told me they were on hold until XX/XX/XXXX! 10 days! They didnt notify me in any way. I called my local branch and spoke with XXXX. She said she would contact them and for me to send her copies of the canceled checks from the previous deposits. Not only did I send her those but I also sent her a snapshot of my XXXX bank statement showing that the {$4000.00} check from the weekend had already cleared my XXXX account. I also chatted with fifth third who arrogantly told me that the funds would be available XX/XX/XXXX and theres nothing that I could do. In addition, XXXX told me the same thing. They put the {$4000.00} deposit on hold with NO notification. They had not notified me, they had not alerted me in my online app, they had not emailed me, nothing. No communication at all that they were holding my {$4000.00} deposit from my personal account in XXXX to them for 10 days! They just put the funds on hold. So on Tuesday I sold stock in my investment account, took a capital game, and wired the money into the fifth third account. Subsequently they charge me a {$15.00} wire fee and bounced the {$3200.00} check! This was done on purpose as I have a 24 hour negative balance correction policy. These are the most arrogant people Ive ever dealt with. They were zero help in my funds as of tonight are still on hold. I left a message for a manager at fifth third today who didnt even give me the courtesy of a returned call.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I disputed this erroneous informations and I haven't received a response and I also submitted a police report
Company Response:
State: GA
Zip: 30309
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Hello, I was never properly notified about any missing payments for my auto loan with Fifth Third Bank. I set up automatic payments in XX/XX/XXXX in which I was just told XX/XX/XXXX that it was only set up for two months and stopped XX/XX/XXXX. I was told the bank sent me automatic operative phone calls to notify me but those numbers come up as SPAM on my XXXX so I do not answer them. I was never given a voicemail, letter, inbox/documents tab on their online banking, etc. about missing payments. I did not know about this matter until I walked out of my home Friday afternoon XX/XX/XXXX to find my car was missing. I immediately called 911 thinking it was grand theft auto but come to find it was repossessed due to the missing payments. I am a very responsible person and make sure to pay my bills on time so I was in utter shock to find this information to be true. I spoke with the company numerous times in which they would not allow me to speak with a representative due to them being busy. I was told there are only 2 supervisors working compared to the 300. I would love to resolve this issue and miscommunication because it was drastically affected my credit history/score. Thank you for your time and looking forward to hearing from you. For reference my payments are around $ XXXX/month and I had to pay a total of {$1400.00} to receive the car back. I have paid the past due bill in full as soon as I heard of the event and scheduled payments through XXXX in which that is how far the representative would allow me to go. I am in the process of trying to retrieve DOCUMENTS SHOWING THE PHONE CALLS THEY CLAIM TO MAKE THREE TIMES A DAY TO CONTACT ME! NO RESPONSE FROM THE BANK. The bank is claiming that they notified me which I did not receive one notification ( phone call, letter, online, etc. ) They have sent me MULTIPLE letters a day AFTER I repeat AFTER XX/XX/XXXX when I discovered this issue!! I find this very interesting because I did not receive NOT ONE letter in the mail notifying me of any missing payments but now ever since XX/XX/XXXX ordeal I receive MULTIPLE letters a day from the bank. They are claiming that I did not login since XXXX into my online banking in which is true because I was under the under the assumption I set up automatic payment and since I was never notified I didnt think I was missing any payments. The bank proceeded to deny this and claim that what I am claiming is false which is NOT true! I have attached all records indicating this! Fifth Third Bank please provide all records showcasing the phone calls they claim to make or letters they claim to send or any notification they claim to make please send them my way for my legal records. I REPEAT ... Fifth Third Bank please provide all records showcasing the phone calls they claim to make or letters they claim to send or any notification they claim to make please send them my way for my legal records. The records they mailed me and included on this claim does NOT show me and prove that they attempted to reach out to me the record just showcased the other long contract and the loan history. I am very concerned confused and disheartened by this. Thank you again for your time. Best, XXXX
Company Response:
State: CA
Zip: 916XX
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2021, I went into a local branch of Fifth-Third Bank and opened an account. During this account opening which occurred inside the bank, I was able to set up my online access in the presence of the account representative. After leaving the bank and over the next few days, I attempted to access my bank using both my mobile phone device via the appropriate mobile app for my XXXX and using my laptop computer running XXXX XXXX XXXX ( Both XXXX web browser and Internet explorer web browser ). During these attempts where I was logging in and reviewing the website and my account profile, I would be prevented from setting up and using the online bill pay section of the 5/3 banking site. On or about 4/30/2021, I called their customer service number and spoke with a representative and explained my frustration with : 1 ) Being locked out of accessing the website via my computer and mobile device. 2 ) Being unable to set up a new payee. She indicated that my account had been flagged as being new and that their system had flagged my account as a " high risk ''. She then made a suggestion that customarily the risk would go down if I refrained from logging into my 5/3 account for 24-48 hours. I spent the entire weekend refraining from accessing my account via mobile device and laptop computer. On XX/XX/2021, I attempted to gain access to my account and was successful in logging into my account via my laptop computer. I then proceeded to set up a new payee for my XXXX XXXX. When I attempted to set up a payment for the new payee, I was able to get all the way through choosing a amount and date, but when I attempted to click the confirm button, their website responded by saying something to the affect of 'You are not allowed to do this, please contact the following number '. On XX/XX/2021 @ XXXX, I returned home from work and attempted to gain access and to schedule an online bill for the above listed XXXX XXXX I again was stymied by an inability to enter the website till I called customer service and was instructed to clear my browser history and cookies. Eventually, I was able to access my account via my laptop by using XXXX XXXX as my browser. Still on the phone with customer service, I attempted to schedule an online bill pay to XXXX and was again presented with the same notification at the final stage of confirming the amount/date. The customer service rep told me again that my risk score was " high '' and their was no way for her to reset or override this 5/3 banking alert. I therefore am making an official complaint that 5/3 is restricting or preventing me from using money that has legally been deposited into my account and which they have no reason to restrict access to. My only way of accessing these funds is to physically walk into a branch office.
Company Response:
State: KY
Zip: 40511
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: FIFTH THIRD BANK, you recently received my Notice of Rebuttal on XX/XX/2021. This is in response to your deceptive letter from a member of your employed staff Named XXXX XXXX who did not receive my permission to contact me nor view my personal, private and confidential information. Making false claims about " debt elimination schemes '' in an attempt to misrepresent my enforcement of my Federal rights as a Federally protected consumer is known as Material misrepresentation ( FRAUD ). As stated in my notice you were previously contacted on XX/XX/XXXX when I demanded an opt out of consumer credit reporting as is my right pursuant to 15 USC 6802 & 6803. You have defaulted on demand and have proven that you are willfully noncompliant with Federal Law protecting consumers, these matters are being well documented and all defaulted notices will become prima facie evidence if further legal action is deemed necessary. I do NOT owe you ANY alleged debts, and I have not borrowed any capital from you which means I do NOT owe you any alleged debts. Further more your claims are unsupported by Affidavits, or any documentary evidence of indebtedness as required pursuant to 15 USC 1666 making all of your claims hearsay. This further supports the facts as I have documented them, expressly the fact that I do NOT owe you any alleged debts as you claim. BE ADVISED, FIFTH THIRD BANK, you have 15 days to comply with my demands listed in the correspondence you received and the correspondence attached to this complaint as you are already in default of the previous notice. There is more than enough evidence to prove your attempts to willful mislead and deceive me through means of material misrepresentation of vital facts that have been purposely omitted by you the financial institution involved in this consumer credit sale/transaction. BE ADVISED, FIFTH THIRD BANK, you have committed several violations of Federal Law which have been well documented and will be used as documentary evidence and prima facie evidence should I be required to pursue legal action in these matters.
Company Response:
State: FL
Zip: 32817
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: The situation begins in XXXX of 2020 when my previous business credit card XXXX was fraudulently used. I contacted 5/3rd and that situation was resolved, the charges reversed, and the card canceled and replaced. When that card was replaced, the new one was never added to my online banking, and the old card was never removed from online banking. I was signed up for electronic billing only so I was neither receiving paper statements, nor electronic statements due to the banks error. Compounding the problem, I had an errant indicator that I owed no money in the old card still being present showing its {$0.00} balance. In the period where the credit card was out of commission as it was being replaced I switched my spending over to the debit card and never switched back. It seems I used the new credit card a few times but when I did so I expected to be later billed for that and the bill never came, so the bill was never paid. I continued regularly using the online banking, always seeing that my credit card balance was {$0.00} and so thought I had no CC bill to pay. It turns out that balance was for the previous credit card that was no longer in use. I thought that was for the current credit card, because it was there and nothing else was. Having only one credit card I do not call it card XXXX I call it, " the credit card '' On XX/XX/XXXX at XXXX I got a collection call from someone who I now understand to be a legitimate representative of the bank but did not at the time. My caller ID showed the name of Fifth Third Bank, but also showed the call as a moderate spam risk. As a business owner with a publicly available phone number I receive more scam calls than real ones by a factor of 10. I am well aware number spoofing is a thing. When someone called and said I owe {$800.00} some dollars I was skeptical because I was just in my online banking and there was no balance shown. I then called the local 5/3rd branch immediately after at XXXX. When I called I said " I received a collection call but my online banking shows a {$0.00} balance, can you confirm for me if I do owe money or if this is a scam call. '' I remember leaving this call a bit confused but at the end of the call I was told something other than yes you do owe money on a credit card. If I had been told that by someone I knew for sure to be from the bank I would have paid it then gladly as I always have. Like I did on XX/XX/XXXX when the situation was finally cleared up. I had the money then, what possible reason would I have for allowing the fees to accumulate? Perhaps the teller was likewise fooled by the red herring of the old credit card still being listed. Maybe they took my word for it what was on my online banking and never actually opened my accounts to look for themselves. I don't know what they thought, I can not demonstrate what they thought, but I can show that the call was a direct response to the collections call, and that the situation was not cleared up by the call to the branch. The only correct response was " Yes you do have a debt, I am sorry your CC was never connected to your online banking, I will correct that for you ''. And that did not happen. One line I do remember is nearly word for word is " If your online banking doesn't show any charges, it is probably a scam. '' So I was not strictly told, " you don't owe money, '' but I was never told on asking, " You do owe money " either. I feel this call to the branch was me doing my due diligence on this. At that point I should have gotten clarity on the situation from a 5/3rd employee. I continued to get collections calls. I told them I didn't believe them, that my local bank couldn't confirm what they were saying and that I would believe a representative from my local branch, apparently that was too much to ask though so I never got a call from the local branch explaining the situation. I feel this constitutes a third mistake. I had made it very clear to collections that I did not believe them and that I could not confirm what they were saying with anyone I trusted. I asked them to provide proof of debt, they took no further efforts to do so. Perhaps they believe that the statements I was supposed to be receiving were proof enough, except that I was not receiving any statements. On Friday the XXXX of XXXX I got the most recent collection call and again called the local branch to try and figure out what was going on. That call started out with a lot of confusion too, but eventually they were able to figure out and explain to me that I had a credit card that was not shown in online banking, and that the previous credit card was still showing on the account and confounding the situation. The teller was then able to connect the new card to my online banking, where I could then see my statements for the first time. When I was finally able to confirm that this debt was legitimate with someone I knew to be from the bank, something I tried to do months ago, I paid it the same day. Had I been able to have the phone call I had on the XXXX much earlier, we would not be in the situation with these late fees accumulating without statements. I tried to have that phone call earlier but was not given a clear, useful answer. I feel that without notification of these charges beyond collection calls that could have been coming from anybody, and with me asking if the collections calls were legitimate and not getting a clear answer, the charges should not be legitimate. Everything above was passed on to 5/3rd bank and they held that since there was no evidence of me calling the bank to clarify the charges could not be reversed. I provided my own call logs but they then said that because I did not have a recording of the call they could not confirm that I had asked about the debt. I hold that the proof of this is in the call to the branch being in response to and immediately after the first collections call.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Identity theft protection or other monitoring services
Subissue: Received unwanted marketing or advertising
Consumer Complaint: Fifth Third Bank keeps sending me emails addressed to XXXX XXXX XXXX. I do not know who this person is, but they somehow got my email. There is not a category for this issue, but I've called, and emailed, with no response, and did so again after another round of emails saying I've changed my user name and contact information. After an hour on the phone and 2 agents, I was told my complaint was emailed to " XXXX '' who would get back with me in 7 to 10 business days. She could not provide me with a copy of that request, nor email me confirmation of the complaint. I don't believe there will be any response ... again. They can't tell me if I have an account registered with them, using my contact information, including my email. They keep asking me for my Social Security Number, but I refuse to give it since I never opened an account with them, and have no idea how they or Mr. XXXX XXXX got my contact information. I'm requesting : To be notified in writing To be notified in writing if an account has been set up in my name. How they got my contact information and what is going on. I want my email and any other contact information they have removed from their database. I want to be assured there are no fraudulent accounts in my name, or contact information. If there is an account registered to me, what are the last 4 digits of the SSN # I want these emails to stop. Thank you.
Company Response:
State: GA
Zip: 30012
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I paid off a loan with First third bank back in around a year and some months, verified with reps at the bank, call them a couple times, they claimed because the pandemic situation will take longer for me to get the title then after all this time they start to call me every day leaving messages that I still have an outstanding balance of around {$170.00}, so I call them I dispute this situation, asking me to wait for 10 days in order for them to do an investigation, harassing phone calls still taking place, asked to do not call, they said that they wont stop, finally today a collector before I paid him, told me that he will remove my number, this put my job in jeopardy, again today after I paid they can tell me when I will get my title, this is fraud!!!!!
Company Response:
State: FL
Zip: 33884
Submitted Via: Web
Date Sent: 2021-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: This IS NOT DUPLICATE. XXXX BANK NEVER SENDS CHEVCK FOR {$470.00}. EVERY TIMR I CALL PLAYED WITH-SAME PERSON CHANGES NAMES FROM XXXX TO XXXX, ETC.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A