Date Received: 2020-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Signed up for forbearance program In XXXX due to the corona virus pandemic. Wanted to keep up with my escrow payments so that I would not owe as much in the end, so I made 2 payments for 3 months of escrow payments each time. They neglected to apply the money I paid to my escrow as I requested and proceeded to XXXX up my whole account. I spent 4 1/2 hours on the phone with them on XX/XX/15 and after speaking to 4 different people in different departments they assured me my problem was rectified so I paid my remaining balance of 6 months of principle and interest. Now in XXXX after making my payment they told me I was 3 months behind in my payments. This is not true so I tried to explain to them what and when I had payed only to have to spend XXXX more hours on the phone and having to speak to 5 different people. I feel it is unfair that they were so negligent in dealing with my account and I fear it may now effect my credit! I have requested them to call me back when they straighten out my account and to send me a letter of apology in case my credit were to be effected. They never called me back and said they would not send me the documentation I requested to verify this was not my mistake.
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2020-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-23
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX, I notice that {$28.00} was missing out of my checking acct ending in XXXX. My bank 53rXXXX and I decided to close this acct and start a new checking acct ending in # XXXX. My new acct was compromised about two weeks later for {$14.00}. 53rd dispute dept awarded me both transaction disputes, even though was still upset and baffled about how was someone able to steal my identity. My XXXX check for {$1000.00} was deposited on XX/XX/XXXX. On this date I made authorized payments to XXXX for {$280.00}, XXXX XXXX, XXXX XXXX {$63.00}, XXXX XXXX XXXX XXXX {$46.00}, XXXX XXXX, and XXXX for {$910.00}. In all these places, I paid via phone payment by customer service representative by XX/XX/XXXX and XX/XX/XXXX. Every transaction was successful. On XX/XX/XXXX, I was informed by 53rd they are no longer going to be my bank and they are closing my account for good. I asked them why and they said, its in the best interest of the bank and this is a decision from the bank. They told me they were going to hold my money but I told them that was illegal and ai would notify XXXX. They told me shortly after to head to the bank and speak to representative in there. I went to XXXX and XXXX XXXX building. The teller told me that they are giving me all my money from my check. He called corporate and spoke back n forth repetitively with them. He kept asking me how much is my check for. I responded several times, {$1000.00} from XXXX. The teller gave me {$1400.00} bucks. I asked what was this for, but the teller just was saying this is how much you have nonchalantly. So that was a surprise to see more money than usual. Around mid XXXX, I received numerous calls from XXXX, XXXX, XXXX XXXX etc. I was told by all these creditors that my XXXX payments were returned. I stated to them all that I paid my bill in XXXX and will get verification that I paid from my former bank. I went into 53rd and retrieve acct summary for XXXX and XXXX. I noticed right away all the returned charges done by 53rd. No teller had an explanation, so I called in. I explained the situation and was angry that they made sure to return all my payments behind by back. This caused me to owe creditors late payments and interests. Apparently, the money I thought extra was the returned payment money done on behalf of the bank. The total of all returned payments were {$630.00}. This is higher that the {$490.00} dollars given to me extra, Also, 53rd knew when they gave me the extra money with my check what their motives were. Their motives was to hurt me financially along with the thief, by stealing my extra funds fictitiously. I was signed up to 53rd ID Alert for $ XXXX monthly and wasnt aware that the thief also changed my address with the bank to their address of XXXX XXXX XXXX XXXX XXXX, IL XXXX.
Company Response:
State: IL
Zip: 60629
Submitted Via: Web
Date Sent: 2020-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-23
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XXXX I received a letter that I didn't have to make my XXXX payment to fifth third bank, XXXX I received call from customer service that I owed {$70.00} when my minimum monthly payment due is {$35.00}. I was told I haven't made a payment since XX/XX/XXXX-which I dispute : I pay my bill monthly by money order. XXXX XXXX I've been getting harassing phone calls from customer service when I've already told them I will make payment on or before XX/XX/XXXX!
Company Response:
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2020-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I recently refinanced my mortgage account with 53Bank and my first payment was scheduled to happen on XX/XX/2020. I wasn't aware automatic payment was already set in my account so I initiated a manual payment on my side for that month resulting in an overdraft in my account because of the additional payment. I called 53bank " customer assistance '' number and they supposedly helped me to correct the error. They were not clear in informing me exactly what they were trying to do to resolve my problem so instead of just helping to correct the error with the additional payment and reversing the corresponding overdraft fees, they reversed the 1 good first payment that had already posted to my account. This resulted in 53Bank reporting to credit bureaus they never received my first payment and being late more than 30 days. Now they are saying this wasn't a mistake on their side but instead suggesting it was my mistake because I requested them to reverse it which I don't recall doing. Again, I am calling them because they are supposed to know how their system works and how to better assist me and advise me but instead they are just washing their hands right now and saying there is nothing else they can do about it to help me eliminate that error from my credit report. My attachment includes the detail I can see in my account showing 2 payments being reversed in XXXX instead of just 1.
Company Response:
State: NC
Zip: 27617
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am Mr XXXX XXXX XXXX from XXXX XXXX. I would like to report a suspected money laundering and fraud incident and request a recall for a number of wire transfers made from my account in XX/XX/2020, in the total amount of XXXX USD. At the time these transfers were made, I wished to use the services of an online merchant by the name of XXXX XXXX, who I contacted through their website XXXX which claimed to provide me with facemasks. In order to receive the shipment, XXXX XXXX instructed me to transfer money to a specific beneficiary, XXXX XXXX, that had an account with Fifth Third Bank in the United States. After I settled the payment I expected to receive the masks. When I did not receive the masks that I paid for, they kept promising me that they would refund my money but have not done so. They are not replying to me any more. This situation has hurt me a loss and is a very big financial loss. I feel very stressed and need XXXX help. I am reaching out to XXXX, to assist me by requesting the beneficiary 's bank, Fifth Third Bank to launch a fraud investigation against the beneficiary company, XXXX XXXX and reverse ( or recall ) the transfers if the funds are still available in XXXX XXXX 's account. Finally the beneficiary 's bank rejected my requesting.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint is in reference to Fifth Third Bank and their remitting payments to our homeowner 's insurance company ( XXXX XXXX ) from our escrow account. My husband and I closed on our house on XX/XX/20. We identified XXXX XXXX as our homeowner 's insurance and set up automatic payments from our account prior to closing. After closing, our mortgage was sold to Fifth Third Bank. On XX/XX/20 Fifth Third Bank communicated with Traveler 's and discontinued our automatic payments. They requested a direct bill. My assumption is so that they could pay XXXX XXXX from our escrow account. We were not notified of this change. On XX/XX/20 I was notified by XXXX XXXX that my policy was pending cancellation due to non-payment. I called XXXX XXXX to understand and was informed of the above. While I was on the call with XXXX XXXX, they called Fifth Third Bank who promised to remit a payment. One week later, approximately XX/XX/20, I checked my XXXX XXXX account, still not paid. My husband called XXXX XXXX again. Again, while he was on the phone, XXXX XXXX called Fifth Third Bank who promised to remit a payment. At this time, Fifth Third Bank admitted that they had been confused about the amount to pay but promised to remit the payment. On XX/XX/20 the bill still was not paid. My husband called XXXX XXXX again, who again called Fifth Third Bank. At this point our insurance was scheduled to be cancelled on XX/XX/20. Fifth Third Bank promised to send payment and assured him that it would be posted by XX/XX/20. On XX/XX/20 the payment was still not reflected in our Traveler 's account. I called XXXX XXXX to see if there was a delay and they still had not received it. Fifth Third Bank informed us that they had sent an overnight payment to XXXX XXXX on XX/XX/20. Traveler 's agreed to suspend our billing so that the insurance was not cancelled and felt confident that they would receive the payment by XX/XX/20. They set our billing to resume on XX/XX/20, meaning if payment was not received by then, our account would be canceled. As of XX/XX/20 the account is still not paid. At this point my husband and I will likely pay the bill out of pocket so that we do not have any interruption in our insurance. I ave never dealt with such an inept company.
Company Response:
State: MD
Zip: 21228
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a a letter from XXXX on XXXX dated XX/XX/XXXX stating my mortgage loan is past due in the amount of XXXX. I immediately called On XXXX and spoke with XXXX as I made payment per usual of XXXX and it was cashed. It was explained to me that I had a escrow analysis and my mortgage was increased. I explained I never received notification and asked for it to be sent again for my review before I make any adjustments. In addition, I have always traditionally paid the shortage in full as she noted in past years. XXXX demanded my banking information to pay the shortage immediately or my loan would be in default. She did agreed to waive the fees. In addition, I asked about deleting my escrow and paying my taxes on my own. In which she provided me with the email address of the escrow department and what contents were required. I was informed that it took 5-7 business days for a reply. I contacted XXXX on XX/XX/XXXX to follow up on my request and spoke with XXXX who informed me that the late fee remained from XXXX and I would also incur one for XXXX because I still had not been provided with documentation of an escrow analysis requested prior. XXXX agree to waive the late fees for XXXX. I asked about the outcome of my request and was informed that I was approved to delete my escrow account. She informed me I still had to pay the shortage or I would incur a late fee for XXXX. I asked if I was approved and I have XXXX in my escrow account why I had to pay an additional XXXX if XXXX would have to reimburse me those funds and she said so I dont pay another late fee. I made payment immediately of XXXX. To my utter surprise, I received a notice dated XXXX after being told I was approved by XXXX on XX/XX/XXXX that I was denied due to delinquent payments. I was delinquent XXXX because I was unaware of the increase! I have not been given the opportunity to even see this bill and when I called the number to rectify I am told too bad and their is no one I can speak to but just email another request. I am be penalized for not receiving a notification. I alone have to accept responsibility for XXXX mailings and the XXXX.
Company Response:
State: NJ
Zip: 07840
Submitted Via: Web
Date Sent: 2020-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/2020 I called Fifth Third bank regarding 2 charges total {$250.00} that did not get completed via the State of Michigan website. I tried called State of Mich 10 plus times to reverse charges because transaction was not completed ( see attached email from State of Mich ). So I called Fifth Third Bank to make them aware. I was told I would receive a letter soon ( see attached letter ). Letter was received on XX/XX/2020. It states that I have 3 days from date of letter ( XX/XX/XXXX ) to review, sign and return. I called the bank regarding this. They stated that their policy is 3 days. I told them that even receiving mail in 3 days is impossible. I was told that I have the option to fax or email the Declaration of Fraudulent Activity back to them. I pointed out to the rep/supervisor that there was NO EMAIL address on the letter. She put me on hold to read the letter. She returned and said " oh I guess you are correct ''. She was not even aware this. Please read attached letter. This policy is completely unfair, unethical and just wrong. They also cancelled my credit card via this letter. I should have been told this procedure when I called on XX/XX/XXXX, not 3 weeks later by letter. I was also told that a new card was on its way. As of XX/XX/2020 I still have no new card. Terrible policy and customer service.
Company Response:
State: MI
Zip: 48329
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have my home mortgage account with Fifth Third Bank. My payment is made with escrow included. In XXXX my monthly payment including escrow was increased from {$1900.00} to XXXX. My payment are made automatically with {$1900.00} in XXXX, and again in XXXX. However with XXXX being short of {$27.00} the bank placed my account into foreclosure. Ive made the payment differences and full for both XXXX & XXXX on XX/XX/2020. Ive asked the bank to remove this foreclosure on my credit and was told they can not due to not taking partial payment. Again my mortgage payment is made with principle, interest and escrow. Please help me resolve this issue.
Company Response:
State: CA
Zip: 92841
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I got stuck in XXXX XXXX because of Covid 19. I opened a bank account last year with 5/3rd Bank Corp prior to leaving where I was promised that the account would work without any issues. Hence forth this has been the furthest from the truth. Because of antiquated and outdated systems 5/3rd blocked access to my account some 11 months ago online and caused numerous problems with. There is never a way to determine if there is theft or fraud - and often I have to hold at least 30 minutes to an hour. On XX/XX/2020 I was expecting my account balance to be over {$1000.00} more than it was. Alarmed I contacted the bank only to find out over the past year there was a variance of small but meaningful fraudulent charges that added up to a minimum or {$680.00}. And caused many NSF fees, at the point of discovery the person I spoke with on the bank had told me there was at least another $ XXXX more in NSF 's and not to worry the money would be placed as a provisional credit within 9 business days. I called several times to follow up with this and each time was promised that there were no problems. Apparently this was not the case - instead of giving the provisional credit like I was told - they gave nothing and didn't communicate that to someone whom told them he was XXXX miles from home. They cancelled the debit card that was mine, thankfully my son was here in XXXX with me and I had the foresight to add him to the account. They didn't give the credit they told me I was getting after communicating that they were. I thinking I had a different balance was using that amount and adding money as needed. In reality 5/3rd intentionally kiting NSF fees once again totaling almost from what I was just told {$490.00}. After I just spoke with them they said it was because the disputed charges were " too old ''. Less that a year mind you, but it was too old. This is not acceptable : how can a bank block you from being able to view your account, foreign currency conversion fees are often all over the place which creates difficulty in keeping a register - but even then, if it is communicated that one is told that they have x $ but in fact they do not - that is intentionally kiting a fee.
Company Response:
State: OH
Zip: 43004
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A