Date Received: 2021-04-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Fifth Third bank incorrectly processes mortgage payments as curtailments. This has happened repeatedly. I have asked the bank to please escalate this technical issue as it requires a fix in their systems but they have refused to do so. Each time I make a payment, the bank incorrectly processes my payment as a curtailment despite the fact that the settings clearly show it to be a mortgage payment and NOT a curtailment in their online tool. Every month, I have to write a message to the bank to reverse the curtailment and reprocess my payment as a mortgage payment instead of a curtailment. They take care of this manually and fix the error but it requires that I reach out to them and ask them to reverse this issue. However, recently, the bank has begun to cut staff due to XXXX. It also appears that they have taken down their online messaging tool so it is very difficult to contact them and ask them to reverse the curtailments. This is a significant issue and makes it very difficult and painful in order to simply process a mortgage payment. If I was not on top of this, they would be marking me as delinquent in their systems. These are the dates I have written to Fifth Third Bank and asked them to fix their online tool and/or reverse the misprocessed payments. I have and can provide evidence of these letters as well as correspondence received from the bank acknowledging the issue and agreeing to reverse it manually. See attachments. It's worth noting that I never selected XXXX XXXX as my mortgage servicer. My mortgage was transferred to their care after my original mortgage was sold. Since then, mortgage payments have been a nightmare. Literally every payment is misprocessed despite the fact that I input them into the system correctly. The company refuses to fix the technical glitch despite repeated phone calls and correspondence with them. This is made far, far worse now that they have removed electronic correspondence on their website. This means that I'll now have to call them each time to fix the issue, which will require sitting through their inundated phone tree each time and waiting for a service rep each time I want them to fix their errors in processing my mortgage payment each month.
Company Response:
State: NY
Zip: 10552
Submitted Via: Web
Date Sent: 2021-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: We were trying to purchase a Westie pup and transferred {$700.00} through XXXX to the following account/transaction info : Contact Method : XXXX Processed : XX/XX/2021 Payment ID : XXXX This was transferred out of my Fifth Third Bank account. I figured out it was a scam when an email came from the shipper ( XXXX ) saying I needed {$1100.00} in pet insurance ( payable by XXXX of course ). This email was very fishy and the alarm bells started ringing ( I wish they had rung earlier ). After I figured out it was a scam I tried to get my money back and of course through the scammer email address and they disappeared with my money and there is no recourse through XXXX. The banks have really set up a pretty bad system with this platform. Scammers are having a field day on it. I should have know better but their social engineering skills were strong and my kids were jumping up and down in front of me wanting a puppy. Now we are both disappointed.
Company Response:
State: OH
Zip: 45440
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I reviewed a copy of my credit report and I noticed that the same accounts that I previously submitted a complaint about is still on my credit report. I am a victim of identity theft and the items listed are the results of someone stealing my identity. The discrepencies that are on my credit report is effecting my personal life in a negative way. This has been a stressful and overwhelming process to get my life back so I am asking for this matter to be resolved as soon as possible.
Company Response:
State: IL
Zip: 60649
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: This is the second complaint that I write today. I recently filed a complaint about XXXX XXXX XXXX They closed my account without investigating the crime that I reported to them. When I opened an account in another bank, the criminals who already knew my information, returned to do theirs. This time, they sophisticated their behavior. They made me a job offer through XXXX and then ended up contacting me through a supposed XXXX account. Everything seemed correct. As you will see from the documents I provide, they impersonated an existing identity to send me emails. This time I did several checks on the person 's existence and everything. And it turns out that everything was false, as you will see in the achievement of emails that I contribute. This had serious consequences for me. They sent me a fake check that the new bank, Fifth Third Bank, accepted. Consequently, that account was also closed for me. My credit history continues to be severely affected as a result of these events. It is important that entities better train their employees on fraud. They can not treat clients as accomplices in a crime of which they have been victims. They must check the documents well, in this case, check the checks well, analyze them. I went personally, delivered it, and saw how the employee received it without taking any action. The check looked authentic. The entity accepted it, but as soon as they realized it was false, they closed my account. Here I provide the email history of the alleged person who hired me and sent the check. It arrived one day in the morning before XXXX, in the morning, before starting my work, I received it through XXXX. They know that at that time people are running from home to work and that is how it was in my case, I handed over the check. I looked at it and saw that it said my name and the amount. But the most important thing is that this person knew that I was going to receive that same day in my account at that bank my reimbursement of the University of more than 7 thousand dollars. In other words, I was counting on the check to go into an account in which there was money. He means, he knew exactly how much money I get for my XXXX studies and when. In other words, there is a gap in the system that worries me, since they are federal funds. What I demand is that they review my credit history, my rating, and constant that this fact affected him a lot, and that is there until 2025. I have studied hard, I want to be a XXXX XXXX, I have to repay my university loan. My credit history should not continue to be so tainted by situations beyond my control. Banks must take an active role in the matter, create guarantee mechanisms. It is very unfair too. Thank you.
Company Response:
State: FL
Zip: 33015
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Fifth Third Bank Violation of the PMI Cancellation Act - 16 years of Private Mortgage Insurance ( PMI ) payments - PMI Fraud by Fifth Third Bank ( 5/3 ). We have been paying PMI on our mortgage for 16 years to the same originator of our home mortgage loan. 5/3 bank is in violation of the Homeowners Protection Act ( HPA ), and has been fraudulently collecting PMI from us for an overly extended amount of time. The extended PMI payments have resulted in an extension of the time it will take us to pay off our mortgage and have increased our interest payments, 5/3 's profits, and has increased our tax liability. 5/3 representatives have continuously and systematically lied to us on multiple occasions about options for dropping PMI, or flat out ignored multiple requests to drop our PMI insurance over the last 6 years. 5/3 Bank has not complied with HPAs disclosure and notification requirements that lenders inform borrowers about their rights. Disclosures include upfront and annual notices regarding when and how borrowers can cancel PMI. We believe 5/3 engaged in an unjust scheme to maximize profit by lying to us, not giving us and following up on the option to request a new appraisal to drop our PMI on our home. On many occasions the response from 5/3 bank to our requests to drop PMI, has been met with only a cursory mention of the option to getting a new appraisal on our home, but 5/3 representatives continually steered us to refinancing, as being our only option to getting our PMI dropped, even though we met all conditions required to get the PMI removed. Our PMI insurance was originally due to be automatically dropped by XX/XX/XXXX with 5/3 bank on our original mortgage from XX/XX/XXXX. We have written documentation dating back to XX/XX/XXXX of XXXX requesting that our PMI be dropped. In the XX/XX/XXXX correspondence from XXXX XXXX, she states " In order to remove the PMI we would need to refinance your loan. '' XXXX XXXX XXXX correspondence from this e-mail thread has be attached XXXX, confirmed that she believed that we met the XXXX conditions " I just left you a message regarding your mortgage. I did some digging into home values into your area and I believe your Loan to Value should allow us to drop your Private Mortgage Insurance, which would save you at least {$130.00} a month. '' Weve attached comps of homes sold in our area in XXXX that confirms that the value of our home 's LTV threshold would have been met at XXXX XXXX the date of our original documented request to drop PMI XXXX. Had XXXX followed up with the process of getting a new appraisal, we would have been able to stop PMI payments. Instead of giving us complete information and following up on getting a new appraisal on our home, 5/3 continued to send us pre-approved marketing offers to refinance our home. We believe this is a scheme for 5/3 Bank to extend our mortgage and thereby increase their profits. We have already refinanced our home once with 5/3 on XXXX, XXXX. Instead of following up on ordering a new appraisal for our home after our numerous requests to remove PMI, 5/3 Bank again sent us a pre-approved refinancing offer which we applied for around XXXX, XXXX. We applied for refinancing purely out of frustration of getting the runaround in our attempts to drop our PMI. We were assured since we've been a customer of 5/3 in good standing since XXXX, and had great credit scores, that we would be approved for the refinance of our home. 5/3 Bank sent us closing documents on XX/XX/XXXX, and reassured us that they were swamped with refinancing applications, and that any day we would be approved. They dragged this refinancing on for over 6 months all the while reassuring us that they were just delayed. Around XX/XX/XXXX after many excuses for the delay, they denied our loan. They have defrauded us out of a {$390.00} application fee, and denied our loan all the while insuring us that they were just back-up in the application process. We've filed a separate case with your CFPB relating to this application fee associated with the refinancing fraud. Our monthly PMI payment is {$130.00} a month or {$1700.00} per year. Based on this calculation, we believe that 5/3 has fraudulently collected approximately {$10000.00} ( 6 years of PMI ). This does not include interest paid, or all the time and effort wasted in getting 5/3 to comply with regulations outlined in the Homeowners Protection Act ( PMI Cancellation Act ). Below are just a few example of our correspondences asking 5/3 to drop our PMI insurance ( these correspondences have been provided as attachments ) : -- XXXX XXXX XXXX From : Hodgins XXXX XXXX XXXX XXXX : Thu, XX/XX/XXXX at XXXX PM Subject : RE : Fifth Third Mortgage To : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX " Hi XXXX XXXX XXXX order to remove the PMI we would need XXXX refinance your loan. '' This was in response to an email we received from XXXX XXXX : " XXXX, I just left you a message regarding your mortgage. I did some digging into home values into your area and I believe your XXXX to XXXX should allow us to drop your XXXX Mortgage XXXX, which would save you at least {$130.00} a month. I want to get you in touch with our Mortgage XXXX, XXXX XXXX to explore some options. '' -- XXXX XXXX - They sent us a letter acknowledging our request to drop our PMI, but then disappeared on us and did not follow through on getting a new appraisal -- XXXX XXXX, XXXX - We again contacted XXXX about removing our PMI. We received a letter stating our records show that PMI was required on your loan when it was originated. We are unable to cancel your PMI at this time. -- XXXX XXXX, XXXX and XX/XX/XXXX - We contacted XXXX XXXX and XXXX XXXX XXXX XXXX, and threatened to file a complaint with CFPB. Shortly afterward, on XX/XX/XXXX, we received a letter from XXXX that somehow magically ( different from every correspondence we've had with XXXX prior ) stated Next Steps for Your PMI Cancellation Request. This was the first time that XXXX followed-up with allowing us to to order a new appraisal for our home. An XXXX XXXX Al XXXX XXXX was sent out to our home shortly thereafter. His appraisal was submitted on XX/XX/XXXX. We are currently waiting for XXXX to drop our PMI. For the last 6 years, XXXX made it impossible for us to get our PMI dropped, even though we met the conditions necessary to have our PMI removed. They have egregiously lied, misrepresented or flat out ignored our numerous requests. We have spoken to several attorneys about our case and will proceed with a suit if XXXX does not remediate this situation to our satisfaction. We believe that this is not an isolated situation, but a systemic scheme to defraud their customers. Attorneys Contacted : Spoke to XXXX XXXX : XXXX : //www.attorneyoffices.org/bank-mortgage-fraud Spoke to XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX If more documentation is needed, we can provide them as we have records of our numerous correspondences with Fifth Third Bank. Thank you.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage holder 5/3 bank erroneously paid the ( previous home owners insurance company ) with my Escrow account resulting in {$1200.00} shortage in my account. I had paid my insurance in full for the year prior to them dispensing funds from my escrow account to someone else 's account. This has raised my house payment an additional XXXX per month. They also failed to pay my property taxes and I have receives a tax lien/ sheriff sale threat against my property from the County Treasurer. I have been trying for months to get the resolved by 5/3 and the Manager will not even return my phone calls.
Company Response:
State: IN
Zip: 47203
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: 5/3 Bank has reported my mortgage account 30-days past due when it was not. The account was due on XX/XX/21. Payment was made on XX/XX/21 and posted on XX/XX/21. While payment was late, it was never 30-days late. I have attached a statement which shows the date of payment of the mortgage as well as a screenshot of the payment history on my account at 5/3 Bank. You can see on the bottom of the statement where it shows payment due on XX/XX/XXXX and payment cleared on XX/XX/XXXX ( depending on how you count it is 28 or 29 days late ).
Company Response:
State: CA
Zip: 95472
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-10
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Purchased mortgage on property XX/XX/2004 Fifth Third Bank dont have any imformation. The title company. Where down payment check. Lot of lost of closing refinanced on XXXX XXXX. They had all imformation. Mortgage account no was changed
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My identity was stolen and two credit cards and a security system was placed in my name.
Company Response:
State: OH
Zip: 44122
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Fifth Third has failed to honor its advertised MasterCard protections. Fifth Third has also reduced the credit limit on this completely paid off account with zero cause. Prior to XXXX XXXX XXXX committing fraud under the name of XXXX XXXX XXXX, Fifth Third reduced the credit limit on this account without cause or notice. This account has always been paid on time as all other accounts have been. This account also has {$0.00} balance other than this FRAUDULENT TRANSACTION. XXXX XXXX XXXX advertised a Heavy Duty Adjustable Dumbbell Set XXXX XXXX lbs. as noted on the XXXX purchase receipt delivered by Fifth Third Bank itself. However, no set was ever delivered. As noted in the top left of the attached page, the photograph of the set offered for sale shows a Set of Two Dumbbells, each weighing 52 lbs. Fifth Third Bank completely ignored evidence from its own so-called investigation. Fifth Third not only ignored the FACT that one dumbbell was delivered instead of the two that were advertised, Fifth Third also ignored the FACT that the of a set that was delivered not only does not weight 52 lbs., the weights are noted in kilograms instead of pounds. Worse yet, none of the adjustable weights even weighs in kilograms anywhere near the amounts listed on them. Far worse is the fact that the so-called Adjustable Weights DO NOT ADJUST. I can send video evidence that proves that these weights are stuck and can not be adjusted or even removed from the base. Aside from all of these FACTS that PROVE FRAUD, this order was canceled long before half of it was ever delivered. Fraud was suspected when XXXX XXXX XXXX was E-mailed regarding shipping information and the company representative failed to provide any. IN FACT, the company representative failed to even provide a telephone number to contact anyone in the company. Despite the order being canceled, XXXX XXXX XXXX delivered half of a fraudulent product more than a full month after cancellation. XXXX XXXX XXXX also provided the name of Portable Steam Iron to Fifth Third Bank rather than XXXX XXXX XXXX. XXXX XXXX XXXX E-mail attachments PROVE that the order was canceled the moment that FRAUD was suspected and long before half of the fraudulent product was ever delivered. Please note the company has even failed to deliver the other half of the fraudulent product. When the half of the fraudulent product was received the company representative falsely claimed that the company was too new to know how to set up a return through a reliable shipper. Documentation is attached that proves the same. However, Fifth Third Bank has IGNORED ALL DOCUMENTATION OF FRAUD. While the Fifth Third Executive Office has claimed that it will look into the FRAUD, no word has been heard of the Fifth Third Executive Office even looking into the FRAUD.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A