Date Received: 2021-02-11
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 have been making my mortgage payment online and have never delayed my payment. However, in XXXX my mortgage processer " fifth third bank ' notified the credit agencies that my XXXX and XXXX payments were late, They did it the same again in XXXX XXXX and XXXX. In both instances, I was traveling overseas for over six months and I had no knowledge of the change in escrow on my mortgage, which apparently increased my payment without my knowledge. I have subscribed for the online statement with Fifth Third Bank, yet in no time did Fifth third bank Notify me of new payment in email as a result of the change in escrow. I tried to log in to Bank 's website while overseas but I was frozen out of my account. Despite that, I had paid my total mortgage payment for those two months in both instances through online banking payment on time, minus the escrow difference. In addition, In XXXX, I was stuck overseas from XXXX to XXXX XXXX due to covid. Since I returned to the US in the first week of XXXX and discovered these discrepancies while checking my credit on XXXX XXXX, I made several attempts to call the Fifth third bank to resolve the matter but they are giving me a cold shoulder. My question to CFPB is, should I be penalized despite making my payment on time? Why should I be penalized when the bank failed to notify me and didn't allow me their web access that would have allowed me to see new payment after escrow changes?
Company Response:
State: CO
Zip: 806XX
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Fifth Third Bank only adjusts escrow accounts once a year, in XXXX. I contracted XXXX and became ill on the XXXX of XXXX, and somehow missed the letter telling me of a the upcoming escrow shortage and the increase in my payment. My mortgage is paid automatically through my bank every month. It was not until XXXX, 2021 that I received a call form 5/3 informing me that my last 2 payment were short. Although they had received over {$3000.00} from my bank they had not applied the payments because they were not the exact amount. First call. XXXX XXXX I immediately called them and while on the phone sent the additional money through my bank. I explained to them what had happened and the women I was speaking to told me that I if closed my escrow account this could not again. While on the phone with her I electronically sent {$88.00}, escrow for XXXX, through my bank and later as she instructed, sent them an email requesting to close my escrow account and received an email confirmation from them on XXXX. After one month and numerous calls it is still not resolved. I have done everything I possibly can to resolve this issue but every time I call the bank I get completely different instructions. I have never dealt with or heard of anyone else who has encountered such an unprofessional bank and am questioning whether there is something nefarious going on. Second call a few days later. Reached a man at 5/3 escrow who said the escrow was not closed. Asked him why and he replied maybe you didn't send enough money. I asked him how much I still needed to send and he relied he didn't know. I asked him to transfer me to someone who did and he said, " NO. '' I asked him several times how to resolve this and finally he instructed me to send {$1100.00}, which I did immediately. Third call a few days later. This time I reached a woman who said escrow still not closed and explained, incorrectly, that the escrow shortage was for last year and to send {$340.00}, which I sent while on the phone with her, and to call back in a few days to request that they update my payment amount. Fourth call was again a few days later and after retelling the above story, the woman apologized and said the first woman was right and the escrow had been closed and the {$1100.00} the man told me to send was actually my new payment amount and had been applied for XXXX. I told her that I had no faith that this was resolved, that they had reported a late payment to credit bureaus, my first in over 40 years, and did not want to risk something going wrong and I had set up an automatic payment that they would receive the next day for {$1700.00}. She assured me that after 20+ years in mortgages, she knew what she was doing, said to cancel that payment, and I need not do anything else, everything was in order. She said I need not call back and did not need to request an update of the payment amount. On Monday, XX/XX/XXXX, I received a letter dated XX/XX/XXXX, stating that they had received a payment for {$1100.00} not {$1600.00} and asking what to do with it. I immediately sent another {$700.00} to them online. Fifth call, XX/XX/XXXX, I demanded that I speak to a supervisor and only after having to repeat the entire story again was given to a woman named XXXX and for the 6th time had to repeat the entire story. She said she would send it to be investigated and they would call me in 2-3 business days. Sixth call. Today, XXXX I received a voice message from XXXX who asked me to resend the email requesting closure of my escrow, said they did not receive the first one, which I have a confirmation from them for, and suggesting that I pay the full amount including {$550.00} for escrow. I called her and got voicemail, then asked her to return my call and sent another email as she instructed, for which I received back a confirmation from them. It is XXXX and no response yet from XXXX XXXX Seventh call. I called 5/3 and woman said they have still not received the {$700.00}, nothing has been applied to my account and to call back tomorrow. I have no idea what happened to the {$340.00} that posted to my account on XXXX and 5/3 won't tell me either.
Company Response:
State: MT
Zip: 59102
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am being significantly impacted on my credit history for an error made by my mortgage company. I have been attempting to figure out exactly how they can claim there is a late payment on this account, when we have records indicating that payments were drafted every month since the inception of the account. Based on my extensive research and audit of the payments posted on this account, I can spot a potential egregious error on behalf of the mortgage bank that is showing a possible clerical/typo error when posting my payment. The payments monthly are {$1700.00} a month, but it seems for the month of XXXX they posted as {$1100.00}. I understand that mistake happen, but they are fully aware of this and refuse to adjust it on my credit report. This was their mistake and all I want is for them to rectify it. Furthermore, a payment was promptly made right after to ensure there was not a 30 day lapse in between payments, therefore this 30 day late is completely false, damaging, illegal, and I Demand it gets removed.
Company Response:
State: CA
Zip: 93306
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On three occasions I have made pre-payments marked as 'principle only, but on each occasion they have taken interest out to their benefit. In each case I need to spend 30 minutes on the phone to have the error corrected, and they claim there is nothing they can do about it. When I asked to speak with a supervisor, I was denied.
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I started receiving pre-recorded threatening phone calls from area code XXXX. I finally called back the number XXXX and was connected to XXXX. He stated he was with XXXX XXXX XXXX and accused me of fraud concerning a checking account with Fifth Third bank ending in XXXX. He had my social security number and claimed Fifth Third was sending notices to my old address in XXXX XXXX, Ohio and I never responded. I haven't lived there for approximately eight years. He claimed they did a background check to find out where I currently live. I have no idea what this person is talking about. Why would Fifth Third give my social security number to another organization without contacting me first? They have my phone number. What fraud am I committing with a closed checking account? I can not find any XXXX XXXX XXXX company or the phone number does not come up in a search. I think this is fraud.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: - Last XXXX XXXX XXXX ) I started the mortgage refinance process with 5/3rd Bank. I started with an employee of theirs named XXXX XXXX. I believe he was out of your XXXX office and he was fantastic. He helped me work through the best options for our particular circumstances. XXXX told me that loans were taking about 90 days. I said fine, I was in no particular hurry. - At some point ( maybe XXXX? ) a lady named XXXX XXXX told me she was taking over my account as XXXX was no longer with the company. She said things were taking longer. I again said fine. I realize there is a lot of demand for refinances. - In XXXX XXXX XXXX told me the loan was ready to close and has the disclosure documents sent to me. After a review, I noticed that some of the fees has gone up and I contacted XXXX. That was a XXXX night. ( XX/XX/XXXX I believe ). She said that she was going golfing that night and could she look into in on XXXX and get back with me. I said fine. Basically, that is the last time I have ever heard from her even though I have left numerous emails and voicemails. - I next contacted a lady named XXXX XXXX because she was listed on the disclosure documents that I had received. I again explained about the increased fees and she also said she would look into it. In the meantime, the loan was scheduled to close, but I declined to proceed because I had not received an explanation of the increased fees. XXXX then got back to me and said after review the fees were correct. Even though I did not agree I asked what was the next step in the process. Even though no one asked me, she said the loan was scheduled to close on XX/XX/XXXX and was this OK with me? I said NO, not until I see the closing documents to insure that I was not getting more surprise fees. That was also the last time I heard from XXXX ( XX/XX/XXXX ) even though I have left numerous voicemail and email messages with her. - When XXXX XXXX was discussing the options with me, he told me I would have an opportunity to lock in a lower rate if rates went down. When XXXX XXXX took over the account, I asked her about this and she told me that was not an option. When I later contacted XXXX XXXX she told me this only applies if rates went down by XXXX of a point. I suspected that this did happen over the 6 months that I have been trying to get this refi done, but that option was never offered to me. - One of the fees that I objected to is an additional {$140.00} for a Final Appraisal approval. I was told that this was because the original appraisal had to be updated due to the length of time it was taking. I was originally told the loan would take 3 months to close. I dont think it was my fault that it took 5/3rd 6 months to close the loan, yet you are making me pay for the additional appraisal fee. Please note that no appraiser even came back to our residence. This was strictly a paperwork fee. - Another fee that went up by a large amount from the initial disclosures was the " Lender Title Insurance ''. The disclosure documents I received on XX/XX/XXXX was for this fee to be {$640.00}. The final closing documents from XX/XX/XXXX had this fee at {$1300.00}. - We originally purchased our condo for {$350000.00} on XX/XX/XXXX. In the four years since then property values in XXXX XXXX have steadily gone up, yet our condo only appraised at {$350000.00}. On XX/XX/XXXX a condo that is almost identical in size and layout to our condo ( unit A-304 ) sold for {$370000.00}. This condo is two floors below out condo. We have been let to believe that you can generally add {$10000.00} per floor to the value of a condo. We believe that the A-304 unit has had no upgrades since it was built, whereas ours has had numerous upgrades and renovations. Given these facts, we believe our condo was appraised way too low. Since we were doing a cash-out refi, this impacted how much cash we were able to receive. - I was next contacted by the notary from the title company. I told her that I would agree to show up at the closing ONLY if she gave me time to review the closing documents because I NEVER received a copy of them. At the closing I decided that I would proceed even though I did not agree with some of the fees. At this point I realized that if I cancelled and started over with a new bank, I would have lost several XXXX dollars in fees and lost 6 months in time. - I came to closing with account numbers and bank accounts of where I wanted the proceeds deposited. I was told by the agent that I need a blank check and that the closing agent should have told me this. Of course, that did not happen. Therefore, my only option was to agree to overnight delivery of a bank check. That closing was on XX/XX/XXXX and I never received the check until XX/XX/XXXX.
Company Response:
State: FL
Zip: 32127
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Written notification about debt
Subissue: Notification didn't disclose it was an attempt to collect a debt
Consumer Complaint: I have never been late sine the opening of this loan in 2017. The XXXX was stolen and while learning the process of dealing with insurance and gap, the loan company, Fifth 3rd Bank took a long time to submit the requested documentation to the insurance company, after several attempts from XXXX XXXX, the paper work was submitted and their portion was paid. Gap kicks in after this and while awaiting, a payment was missed and Fifth 3rd Bank reports me to the credit report. Not a phone call, not a letter requesting payment. I feel unjustly reported and an unappreciated customer after paying over the minimum due and on time for 3 years
Company Response:
State: FL
Zip: 33166
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Complaint XXXX previously filed complaint I received 1 cash advance from 5th 3rd 6 months ago off my XXXX credit card. Filed complaint here and there resolve was to mail me a check for XXXX. I had to pay XXXX cash advance fee and I am being charged 25.9 percent interest monthly which averages XXXX per month and it has now been 6 months so 6 times XXXX plus I have other charges on this card and can only pay my minimum each month so these charges are going to continue to accumulate I need Fifth Third to prove to XXXX that I only received 1 XXXX cash advance that day so all fees and interest get rrmoved and stopped for this advance I never received.
Company Response:
State: IN
Zip: 47711
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have a credit card and they continue to try to take money from an account I no longer use. I asked the bank to close the account last month and they refused. I have called several times to dispute the charges with the last call being today @ XXXX. I have asked the credit card company to show me in the card agreement where it says they have permission to attempt to take money multiple times and no response from them either. The credit card company has been trying to take money multiple times a week since XXXX XXXX, XXXX. I have tried many times to stop it to no avail from the card company or the bank. After the call, I tried to chat with the bank only for them end the chat on me. The credit card company has attempted to take {$100.00} on all of the following XXXX, and XX/XX/XXXX. They attempted to take {$190.00} on the following XXXX, and XX/XX/XXXX. The bank is not covering the amounts and then turn around and charge me {$37.00} every single the credit card company tries to get money from the account. I have tried to dispute the charges multiple times and the bank will not allow me to do it. So they have charged the {$37.00} at least 6 times and that is {$220.00} they are trying to get for free. I have tried to resolve this multiple times only to get nowhere with the credit card company or the bank. This is not right for a bank to continue to do this to their customers. I have told the bank at this point they refuse to help stop the credit card company from trying to take money, so refuse to pay their " fees ''.
Company Response:
State: NC
Zip: 273XX
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are unknown hard inquiries on my credit report. Im requested the verification of the inquiries and the method of verification. XXXX XXXX XXXX Inquiry : XX/XX/2020, XXXX XXXX Inquiry :XX/XX/2020, FIFTH THIRD BANK Inquiry : XX/XX/2020. But companies did not provide the following proof : Permissible Purpose My written authorization Proof that I personally initiated these inquiries. I did not authorize anyone employed by these companies to make any inquiry and view my credit report. This is a violation of the Fair Credit Reporting Act Section 1681b ( c ) and a serious breach of my privacy rights.
Company Response:
State: CA
Zip: 90028
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A