Date Received: 2020-12-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Fifth Third Bank is using an autopay system which does not conform to industry standards, and does not indicate its shortcoming. Using their website or app 's autopayment option, selecting monthly recurring payments, and then selecting " Current Balance '' should typically pay whatever your balance is each month. For Fifth Third, it continues to pay whatever your balance was on the date you set up the autopay, without adjusting for new balances each month. This leaves clients thinking their payments are being made, when in fact they will not be if your balance goes up at all. This is at best simply not meeting the industry standard, and at worst is predatory behavior, as Fifth Third does not notify you of delinquent payments/accounts. I have found multiple Fifth Third users online complaining of the same issue. I received no email, letter, or call to tell me that I was delinquent on payments, despite an agent telling me on XX/XX/2020 that I should have been called every single day that I was delinquent. On XX/XX/2020, I was also put through to a supervisors voicemail with the understanding that I would receive a call back within 3 days regarding my issue, but never heard back. On an earlier call on XX/XX/2020, an agent spoke with his supervisor and told me they would remove the late reports from my credit reports, but then did not follow through. After the XX/XX/2020 call, the bank did, however, refund the late fees, which is not what I had requested. My credit score has dropped over 100 points, despite good faith efforts to make all of my payments on time. Because Fifth Third 's system is working as intended, they will not remove the delinquent records from my credit reports. The issue, however, is that the system itself is flawed, misleading, and predatory. I would like these delinquency reports to be removed from my credit reports to all major credit reporting agencies.
Company Response:
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2020-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/2020, I applied for forbearance online, I did it again in XXXX, they stated they did not see it on their end. I had to fight to do it over the phone in XXXX. My house sold in XXXX. I was told it would back date since I was having issues applying online and that it wouldnt be recorded on my credit. I am now going through a divorce and trying to buy a house for myself and my kids. They have reported it to my credit. I have spoke with multiple people multiple times who have said it will be adjusted. I stated I needed a letter saying so. They have yet to send one to me. It has been 3 weeks and I have called everyday, some days multiple phone calls. I am going to lose the house. I was told in the beginning to file for forbearance and it has done nothing but prevent me from having a home for my children. PLEASE HELP
Company Response:
State: IN
Zip: 47150
Submitted Via: Web
Date Sent: 2020-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We recently filed a complaint with CFPB regarding an experience while attempting to refinance our mortgage with Fifth Third. We have received and reviewed their response, including what appears to be fraudulent documentation, notably a customer initiated withdraw request. AT NO POINT DURING THE REFINANCE PROCESS INITIATED IN XXXX DID WE REQUEST A WITHDRAW. As indicated in our initial complaint and all conversations with Fifth Third we requested the loan process be continued. We are extremely dissatisfied not only with Fifth Third 's decision but are extremely disappointed that they would attempt to state we requested a withdraw. If they sincerely believed a withdraw request had been made we should have been contacted or received a copy of such a withdraw. Further, had such a request been made we believe it would have come up during discussions of our loan ; at no point during those discussions did anyone at Fifth Third disclose that such a request had been made. We would assume, that had such a request existed, that Fifth Third would have wondered why the customers continue to call inquiring about the loan and requesting updates as to its progress. All communications regarding this loan have requested that the process be continued and our incongruent with the current claim. It appears false documents have been created to support this false claim which is extremely disturbing. Fraudulent practices have no place any industry and we believe this must be investigated. We are requesting Fifth Third address this situation with the following pieces of information : 1. Who they claim made the request as well as associated date, time, and in what format. 2. Why we were not notified of a request being made in relation to our loan. 3. Why the form they have submitted is BLANK ( which is likely because no such request had actually been made ) 4. An overview of the investigative process they will take to ensure the security of our application and current home mortgage given the very clear evidence of a fraudulent request associated with our account. Additionally, a number of the requests we included in our initial complaint have apparently been ignored or denied. We request an explanation of why the requests have been denied and the appeal process. Notably, why as current customers NO ONE from the company has returned our calls or attempted to communicate with us. We remind Fifth Third that we are CURRENT CUSTOMERS now with significant concerns regarding fraudulent activity on our account and request the curtesy of a phone call with an individual who will be able to facilitate an appropriate investigation. As though the customer service we received was not horrible enough, we know have to contend with either fraudulent documentation created by our bank to support their position OR investigate a serious act of fraudulent behavior by an outside party which the company allowed to occur. This is unacceptable and continues to cause significant distress.
Company Response:
State: MI
Zip: 48168
Submitted Via: Web
Date Sent: 2020-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-10
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I spoke with a representative in the recovery department of FIFTHTHIRD BANK name XXXX on XX/XX/XXXX, regarding a balance owed on my bank card in the amount of {$970.00}. XXXX advised me if paid in full, FIFTHTHIRD would remove this account from my credit report within 30/60 days. I processed the payment in full using my debit card with XXXX on XXXX/XXXXXX/XX/XXXX. I noticed to date that item is still showing owed on my credit report. I called FIFTHTHIRD on XX/XX/XXXX and spoke with a young lady in the recovery department, who was extremely rude, told me that FIFTHTHIRD was not responsible for advising the credit bureaus that the account had been paid, even though I was guaranteed that it would be removed, but that I would have to file a dispute with the credit bureaus. I pleaded with her to get me to a supervisor because I am desperately trying to repair my credit to buy a home. She repeatedly said be patient and file a dispute, and eventually hung up on me. Item was not only, not removed, but never updated. On XX/XX/XXXX, I received an alert that my credit score dropped by 27 points. I called XXXX directly and it was confirmed that it was due to the FifthThird account showing even further delinquent on my credit report. Needless to say, this account is still sitting on my credit reports stating a balance due of {$970.00}. This bank has set me back so far due to their misrepresentation and lack of keeping their recorded commitment. Please, compel FIFTHTHIRD to honor their word and remove this item and hopefully Ill get those lost points back, and never deal with them again.
Company Response:
State: FL
Zip: 33611
Submitted Via: Web
Date Sent: 2020-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-10
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XXXX, I purchased a used vehicle from a local auto dealer. The loan, to finance the purchase, is through Fifth Third Bank , National Association. I have made all payments thus far ahead of time. I created a login with Fifth Third Bank to make loan payments and monitor my loan progress and status. 1 ) The nearest Fifth Third Bank location is over 300 miles from me. 2 ) I am unable to reach a customer service representative by phone because I do not have a checking account number and their automated answering system does not recognize my Social Security Number. 3 ) The web site does not allow me to see how loan payments are applied. 4 ) The web site does not allow me to see when my next payment is due. 5 ) The web site does not allow me to see the full history of my loan. 6 ) The web site does not allow me to set up an automatic draft on my checking account where my Social Security Income is drafted. This is quite concerning to me, considering : - the negative effect these bank shortfalls have on low income customers, - the fact that a customer can not talk to an employee of Fifth Third Bank, even after holding for over an hour ( low income people do not have the time during the working day to take hours out to wait on their bank to answer their customer service calls ), - the hundreds of complaints lodged on Fifth Third 's website against the bank that continue to go unanswered. The CFPB has the responsibility and authority to protect those of us who are barred from contacting their bank and are unable to obtain basic information. Please stand up for us! Thank you,
Company Response:
State: AR
Zip: 719XX
Submitted Via: Web
Date Sent: 2020-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-09
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Date : XX/XX/2020 Amount : I have about {$40000.00} in my saving account at the Fifth Third Bank I need to have a recent statement of my saving account for my application for refinance. However, 53 only provided me statements up to XX/XX/2020, which is too old for my refinance application. I contacted 53 requesting the statement for a recent month but was told that the statement will only be generated every three months, and the next statement I will receive will be end of XX/XX/2020. This will impact my refinance application- the rate is being locked only for 30 days since middle XXXX, and I need this statement as document for my refinance application. Without the statement for my saving, I may not be able to get my refinance approved and receive damage financially. It is frustrating that with more than $ XXXX in my saving, I can not even get a statement. Please investigate 53.
Company Response:
State: OH
Zip: 45040
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-08
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I was charged two overdraft fees when my account never was overdrawn. Please see attached statement from the bank showing that the PENDING charges were subtracted from the account balance BEFORE the actual transactions were deducted from the balance. The pending charges still have not posted & a deposit went in that would cover them if they did go through. If your account has not gone into a negative balance - it is not overdrawn. I had {$580.00} available in my account & {$570.00} in charges that posted.
Company Response:
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Starting in XXXX of XXXX, I started the process to refinance my home at a lower interest rate. I paid for the inspection/appraisal ; went through all the paperwork and got approved. 5 times we scheduled closing in XXXX - XXXX of XXXX and 5 times my closing was delayed because they, " had to close on an XXXX client ''. On the sixth time, my medical bills caught up with me and when they checked my score, it was too low to work with. I'm at my limit. 5th Third wont help, nor will they acknowledge that they did wrong. I'm not trying to get something for nothing, I'm willing and was willing to go through the process but I feel that I have been discriminated against because I'm not an XXXX XXXX who is trying to finance a home.
Company Response:
State: IN
Zip: 467XX
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-07
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Refinancing Primary Residence : XX/XX/XXXX Fifth Third Bank provided my attorney with a payoff letter which was valid through XX/XX/XXXX. XX/XX/XXXX Attorney issued payment to Fifth Third Bank in the amount of {$160000.00} as indicated on the payoff letter dated XX/XX/XXXX. XX/XX/XXXX This payment was disbursed and the check cleared the attorney 's bank on XX/XX/XXXX prior to the expiration of the payoff letter ( XX/XX/XXXX ). XX/XX/XXXX Fifth Third Bank issued a letter notifying me there was a shortage with the payoff. The letter was sent regular mail and I received the letter on XX/XX/XXXX and immediately contacted Fifth Third Bank to resolve. XX/XX/XXXX Spoke with several different representatives trying to resolve and received various amounts of the shortage required. According to Fifth Third Bank the shortage occurred in the escrow account as they paid real estate taxes that were due. I explained that I understand the discrepancy and desperately want to resolve however I should not pay interest or late payments as I did not receive notification of the issue until XX/XX/XXXX. Fifth Third Bank wants to charge interest and late fees from the payoff date to the present. After hours of phone calls the representative said this would require further review and they would have to call me back. I pressed and requested to speak with a manager and left a voicemail for XXXX and never received a return phone call from XXXX XX/XX/XXXX Attempted to resolve once again and engaged my attorney 's office as they were more versed in the details. Spoke with several representatives from Fifth Third Bank pleading to pay the shortage ( less interest ). XXXX confirmed there was a banking error and we should hear back from a manager on XX/XX/XXXX or no later than XX/XX/XXXX. I once again never received a phone call back from a manager. XX/XX/XXXX After not hearing from Fifth Third Bank on XX/XX/XXXX, my attorney 's office and I attempted to speak with someone to try to resolve the shortage. We explained that we want to pay the shortage but need an explanation why they feel the interest is due after they waited over one month to contact me regarding the shortage. An explanation was not provided and further research needed to take place and they will contact me within three days. XX/XX/XXXX Spoke with XXXX at Fifth Third Bank and she confirmed the shortage is {$390.00}. Finally we received a firm number that mathematically was justified based upon the payoff statement and the payment made to Fifth Third Bank. Offered to pay this amount and that's when they again said that we must pay the back interest. We asked for an explanation why this was the case and have not received any explanation. XX/XX/XXXX Received a phone call from XXXX who works in customer complaints and stated that I was responsible for all of the shortage + all interest. XXXX 's tone was extremely rude and she said that Fifth Third Bank considers this case closed and there is nothing left to discuss. However I immediately disputed this fact and demanded the case remain open until an explanation is provided. I explained to XXXX if an explanation is not provided then I will contact her on XX/XX/XXXX with my attorney present for the call. After many requests XXXX finally provided a direct line so we could contact her on Monday. XX/XX/XXXX Met with my attorney this morning and we spoke with XXXX who was very helpful, however she did not have authority to resolve the issue. We also left a voicemail for XXXX as her phone went immediately to voicemail.
Company Response:
State: MA
Zip: 01604
Submitted Via: Web
Date Sent: 2020-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I requested a deferred payment due to the pandemic on myXX/XX/XXXXXXXX XXXX with fifth third bank. They informed me I had 6 months until my next payment. I called back today and they informed me its half a payment each month for 6 months. Its showing late on my husbands credit and mine. I made a payment today to get caught up. Can you please update the late status on my credit and my husbands. This pandemic financial options are new to us and confusing. Please help us. XXXX XXXX
Company Response:
State: TX
Zip: 758XX
Submitted Via: Web
Date Sent: 2020-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A