Date Received: 2021-01-26
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: Last XXXX, 2020 Fifth Third Bank agreed to remove a charge of {$990.00} from my account and sent me a new credit card because someone on XXXX had purchased a Virtual Reality Headset on my credit card. It was not me. My husband wanted to make a purchase on XXXX and put in our new credit card number. They proceeded in XXXX, 2020 to put the charge of {$990.00} on my new card. I have been fighting with Fifth Third since then to get this charge removed. For some reason, I did receive this unit from XXXX / XXXX XXXX. At the instruction of Fifth Third Bank, I returned the unit to XXXX XXXX and have proof of the return being sent and received by them. XXXX did send me a letter indicating my account was compromised and assured me they changed the account back to my information. I sent XXXX XXXX a copy of this letter. I called XXXX XXXX on the XXXX of XXXX. They won't let me talk to the investigators. They said the account had been closed due to time passed. So what? the money is now accruing interest and I refuse to pay this bill, I sent back the unit and XXXX XXXX has done nothing!!! I have since closed my account with XXXX and do NOT use the paypal account associated with it. As soon as I figure out how, I will close that too. I need help! XXXX XXXX
Company Response:
State: OH
Zip: 43062
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a mortgage refinance with 5/3 Bank, with XXXX XXXX XXXX NMLS ID # XXXX ) XX/XX/XXXX. As of writing, XX/XX/XXXX, my loan is still not processed. While undergoing this process, I applied for a loan refinance with another bank on XX/XX/XXXX, which closed on XX/XX/XXXX. Initially process went smoothly, spoke with XXXX XXXX on the phone, submitted application online, and shortly after was asked to submit additional documentation. Nothing surprising or out of the ordinary yet. In XXXX, I started being asked for the same documentation I had supplied in literally the email that was being replied to by XXXX XXXX, the mortgage processor. The process was taking so long they had to pull my credit report again. This is when I applied with another bank. Email responses started taking weeks in XXXX and XXXX. XXXX XXXX would not answer phone calls during normal business hours, and would not call me back in response to direct email asking for a call. To highlight the gross ineptitude shown, employment verification was needed from my previous employer. I spoke to the employer 's office manager, so this was something they were waiting to do. An email sent to the employer on XX/XX/XXXX could not be opened by the office manager. They replied on XX/XX/XXXX with this information. On XX/XX/XXXX XXXX XXXX asked XXXX if a form could be sent. On XX/XX/XXXX, I sent a follow up email. On XXXX, XXXX replied that she asked if could be faxed. I'm not sure who she asked, because it was not to me or the office manager. Only on XX/XX/XXXX did she mentioned she needed a fax number, which she stated was requested ( but I have no emails from her requesting that ). So it took almost 1 month for someone from 53 to verify my employment, which required me to send multiple emails, phone calls and personally provide information that should have been requested/coordinated by the bank. I don't know if 53 bank does not wish to lend to me because of my race, religion, name, sex, whatever ; maybe they are so busy that refinances take more than 6 months for everyone ; this is just a case of gross incompetence ; or if this is a combination of all of the above. But at this point, another bank took <30 days to do what 53 could not complete in >6 months. I consider them to have abandoned my application and am requesting a refund of my {$450.00} loan application fee.
Company Response:
State: OH
Zip: 45040
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I impound my property taxes in my escrow account with my mortgage at 5/3 Bank. I noticed my second installment of my property taxes had not been paid in XXXX and contacted 5/3 Bank several times. Each time a representative said the property taxes would be paid on time. However, 5/3 Bank failed to pay my property taxes on time and I was charged an interest fee of {$100.00} by XXXX XXXX County, MD. I had to pay more money in taxes as a result of their negligence. After I paid my second installment of my property taxes out of pocket, 5/3 bank emailed me saying their research showed they had made an error and they would be correcting it for next year ( this is irrelevant since I am refinancing to another lender anyway ). However, 5/3 Bank knew the full amount due of my property taxes due because they had to adjust my escrow fees and withholding for calendar year XXXX. The full amount of my property taxes was known and documented in my Annual Mortgage Escrow Statement ( page 3 ) dated XX/XX/XXXX, so there was no reason my property taxes should not have been paid on time. I was charged interest fees on my taxes as a result of their mistake.
Company Response:
State: RI
Zip: 02840
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX FIFTH THIRD BANK XXXX XXXX XXXX XXXX, OH XXXX : Letter of Hardship -Acct : XXXX ( Personal Residence ) -Acct : XXXX XXXX ( Rental Property ) Dear Loss Mitigation Customer Care , My family and I have been solid Fifth Third customers for many years, and I appreciate the opportunity to relate the circumstances that have led to the currentdefault status of my Flex line account. Please note that I have XXXX separate Flex line accounts with Fifth Third Bank : My residence at XXXX XXXX XXXX XXXX XXXX. ( Acct : XXXX ) DefaultMy rental property at XXXX XXXX XXXX. XXXX XXXX. ( XXXX XXXX ) Commencing with a letter I received on XX/XX/XXXX from Fifth Third Bank XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX I have been attempting to understand how my residence is in default when I have consistently paid my monthly payments.Upon further investigation and dialogue with Fifth Thirds Mr. XXXX XXXX XXXX we were both perplexed at how payments had been applied to principal and interest at both properties ( listed above ). Mr. XXXX pulled up records from as far back as XXXX, but despite working with me for over an hour on the phone, he could not make sense of the payment history, how the payments were applied, or how my residence was suddenly deemed to be in default. There appears to have been some confusion on my account ( s ) regarding allocating my payments, and possibly in conveying notice to me that outstanding late payments or other charges were potentially impacting my loan negatively. This is by no means an accusatory letter, and I readily acknowledge that I have been overwhelmed by several events in my personal life ( XXXX XXXX of several family members, tenant evictions, XXXX setbacks, etc. ) that may have caused me to assume continuity in my Flex line account ( s ) status since I have consistently paid the indicated payments due per my monthly notices. I would like to resolve this matter as quickly as possible, and I have begun the process of gathering my information in preparation for a loan modification if that is what is deemed necessary? As part of this process, I would appreciate written confirmation that details the exact issues that have led to the current default status. I want to be able to verify that loan payments were appropriately applied to my account or can still be remedied by Fifth Third Bank if it is found that payments werent properly applied to principal, interest, late payments, etc. that may have occurred in the past. Ultimately, bookkeeping errors could impact the loan balance owed, and it is important to establish that amount accurately. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXXy Twp. MI XXXX Please note : The Co-borrower is XXXX.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-25
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I had my mortgage set up for automatic payments in the past. In XXXX of 2020 I was in the process of refinancing with another bank. I called Fifth third bank and had my bank account removed from automatic payments I paid the XXXX bill through another bank account I have. Come XXXX, I refinance my loan on the XXXX. Fifth third continued to automatically charge my old bank account they had without my permission after the phone call I had with them in XXXX to remove automatic payments. The customer service rep ended up refunding the charges. Come two days later, I closed with my refinance and was charged again from fifth third bank to my old account.customer service was less than helpful
Company Response:
State: NY
Zip: 10314
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-24
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2020 I mistakenly allowed thieves, representing themselves as employees of XXXX, remote access to my computer to fix a problem with authorization to XXXX XXXX. They used this access to instead enter online banking and steal {$1000.00} from my Fifth Third Bank account. I discovered what was happening and shut down the screen sharing they were using and contacted Fifth Third immediately. I worked with XXXX XXXX XXXX XXXX ) at the XXXX IL branch to file a Dispute ( XXXX ) on the same day as the theft. The Disputes Resolution Department at Fifth Third ( XXXX XXXX XXXX, MD XXXX, XXXX, OH XXXX, XXXX ) has denied my Dispute 3 separate times as I continued to complain. They consider the theft a " Valid Transaction '' though I am bewildered by this conclusion.
Company Response:
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2021-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello, I was shocked to learn for the first time on Thursday XXXX XX/XX/XXXX that Fifth Third Bank has inaccurately reported that my XX/XX/XXXX mortgage payment for XXXX XXXX XXXX, XXXX, VA was 30 days late. Fifth Third Bank 's inaccurate and patently unfair actions have negatively impacted my credit score in a way that does not accurately reflect my mortgage payment history which is 100 % on time or my creditworthiness. My XX/XX/XXXX payment was not late. The payment was due no later than XX/XX/XXXX and the payment was made electronically and accepted by the bank on XX/XX/XXXX in the amount of {$4000.00}. Not until mid-XXXX XXXX did they send me a check in the amount of {$4000.00} without explanation. When I received the check, I contacted the bank via their website for an explanation, thinking the check may have been excess money I had paid over the year. I then learned that unbeknownst to me, Fifth Third Bank had increased my monthly mortgage payment by {$48.00} without providing appropriate notice. My monthly payments were and are automatically debited from my bank so the previous amount of {$4000.00} was sent on time for XX/XX/XXXX. Without any notice or request for the addition {$48.00}, the bank refused the payment by sending a paper check to my home in the amount of {$4000.00} that arrived around XX/XX/XXXX without further explanation. I received no other notice of any problem with my XX/XX/XXXX mortgage payment. Please note that by the time Fifth Third Bank sent this check without explanation more than 30 days had passed from when they received the payment. Therefore, I had no notice and no opportunity to pay the {$48.00} within the 30-day window of the due date. From a customers perspective, there was no reason for me to know there was a problem. Upon receiving the check for {$4000.00} from Fifth Third Bank in XX/XX/XXXX, I submitted an inquiry via the banks website on XX/XX/XXXX requesting clarification. Fifth Third Bank responded on XX/XX/XXXX that confused my XX/XX/XXXX payment for my XX/XX/XXXX payment and stating other inaccurate information about receiving a payment on XX/XX/XXXX. I can only assume this is another human error made by the bank that was meant to refer to the payment they receive on XX/XX/XXXX. This lack of attention to detail on the part of Fifth Third Bank is telling. Despite the banks clear mistakes, I resubmitted the XXXX payment plus the payment due for XXXX in the amount of {$8100.00} on XX/XX/XXXX. Having fixed the banks mistake, I believed this to the end of the story. Unfortunately, that was not the case. When I learned that Fifth Third Bank had inaccurately reported my XX/XX/XXXX payment as being 30, I immediately reached out to Fifth Third Bank to have them correct this further mistake on their part. XXXX, the Fifth Third Bank Customer Service Manager, had the nerve to tell me directly that we do this often to our customers. Despite these facts and my request, Fifth Third Bank has refused to take any action to correct their mistake or remove the false information from my credit report. I continue to escalate this with bank management and intend to see this through until they correct the false information. Nevertheless, Fifth Third Banks intransigence means this will take time. I will including my written correspondence with Fifth Third Bank from XX/XX/XXXX as well as my XXXX XX/XX/XXXX mortgage statements from Fifth Third Bank which will verify above. If the undisputed facts were not enough alone, let us not forget that we are literally talking about a difference of {$48.00} that was paid immediate upon first notice. How can this be the reason to report someones mortgage as late in the midst of a global pandemic? How can this be the reason to lower someones credit score in the face of decades of on time payments on this and other mortgages? Finally, how can this be the reason to deny someones otherwise qualified construction loan application? A holistic review of the situation demonstrates the self-evident unfairness of such an outcome. Therefore, I expect Fifth Third Bank to immediately make the correction and remove the inaccurately reported late payment for XX/XX/XXXX from all three national credit bureaus. Sincerely, XXXX
Company Response:
State: VA
Zip: 22102
Submitted Via: Web
Date Sent: 2021-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: Dealing with the Post-divorce litigation, through the subpoenaed 53rd Bank records of my ex-husband, I have come to learn that the IRS refund check n the amt. of {$3400.00} on XXXX was deposited into his PERSONAL acct. without my knowledge, presence and endorsement. Deposit was made by my ex-husband 's wife. She's signed it " Deposit only '', and deposited it into HIS PERSONAL account. She perfectly knows who I am, and that the check must have been endorsed by me, and it would have to be a " Joint acct '' of me and my ex-husband ( it is NOT ). 53rd Bank has failed to adhere the rules, and accepted the deposit. I have called the 53rd Bank branch, who accepted that deposit, and talked to the personal banker, who told me to call their Dispute and Legal Dpt. I've tried to contact 53rd Bank Dispute Dpt., but did not get any help from them - I have been transferred several times and talked to several people, at the end telling me to go to the branch and deal with the manager, who I've set up the appt. with on XXXX. Please, HELP!
Company Response:
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: I accepted a job posting that was sent to my school email. The employer sent me two checks via email one in the amount of {$1400.00} and another in the amount of {$1200.00}. I deposited the checks and they cleared in my bank account. The employer had me buy {$400.00} worth of XXXX XXXX cards and send them to him. Once I was getting sketched out, I told him that I was quitting but could send him back the money that he had sent me since it was still clear and available in my account. I XXXX paid him {$1500.00} in three separate transactions of {$500.00} each and then XXXX paid him a payment of {$500.00} all on XX/XX/2021. Today, XX/XX/2021, the checks that he had me deposit before that had cleared in my account were showing up as void so now I am losing {$2000.00} of my own money.
Company Response:
State: AZ
Zip: 85716
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: The following people have received multiple emails from me on this issue, FYI.
XXXX XXXX ; XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX XXXX ; XXXX XXXX ; XXXX XXXX This was first reported to 5/3 in XX/XX/XXXX. I spoke with a XXXX and XXXX ; both stated they would escalate this to their supervisors. Clearly nothing has been done about this issue.
The short story is EVERY time I use my 5/3 card, 53 duplicates a charge. This is the basis of my complaint as I perceive this as either illegal or irresponsible.
.
After dealing with another serious issue, I forwarded the following to XXXX who has been working on this since XX/XX/XXXX. We have talked twice a week since XX/XX/XXXX. Each time we speak she tells me she has escalated the issue ; or talked with her boss ; or has to allow time for the team to work on it ; or taken it as far as she can. It is in the hands of their IT team who cant find a solution ; doesnt care that this happens only with my 5/3. XXXX XXXX and other cards NEVER have this issue.
After the last conversation with XXXX it is clear 5/3 wants to wash their hands of this issue and their IT department isnt concerned with pursuing, researching or investigating this issue.
I consider it serious simply because If I had an emergency, with all the pendings/ duplicate pendings I have - this could impact me personally.
Following is the summary and snapshots Ive sent to 5/3 XXXX Thanks for helping with this. It has been an issue since XX/XX/XXXX. Now that I have your attention and you seem to be someone at 53 who can really get things done, I'm so happy to share this with you.
Basically, when a pending charge hits my 53 credit card, it always does so in duplicate. All the retailers say it's not them and since my 53 card is the only common item, I have to believe it has something to do with 53. This NEVER happens with XXXX XXXX or any other card I have.
The retailers and 53 customer service all say, " it's pending, if it doesn't fall off, call us back ''. Well, that is not acceptable. Even the pending charges go against my available limit. If I had an emergency, with all the 'pendings ' I have - this could impact me personally.
This is the most recent, notice the duplicate {$22.00}. There are a few more, following the XXXX snapshot.
Company Response:
State: IN
Zip: 46845
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A