Date Received: 2020-10-07
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: I have been trying to resolve a credit card issue with Fifth Thirds Bank since around XXXX, when someone fraudulently charged my credit card from XXXX ( I live in XXXX XXXX XXXX Since then, they have stood behind a nebulous and archaic system of long hold times ( regularly over an hour ), phone transfers ( as many as four times before I can speak to anyone ), and claim denial - I initially had filed my claim as an incorrect amount because I had ( coincidentally ) bought something from the vendor who had charged me. The company listed the dispute as denied without ever looking at the name associated with the charge. I was asked to e-mail new information about the case to their disputes e-mail, which is apparently unused. They could not find my e-mail ( I've called twice about JUST THIS particular phase of my claim and been promised that I would receive a call back, but nothing was done ) despite my having followed the instructions for e-mailing a document. TODAY, I was told that I shouldn't use e-mail ( why do they HAVE an e-mail address then? ) Because I initially filed my claim as an incorrect purchase amount, the company has closed the chargeback claim and ignored everything that I have sent to them about this. At this point, the {$99.00} charge has cost me so much in time that it has turned into working for less than minimum wage to get it back. They have repeatedly promised to have investigators call me back and never did. They insist on things being faxed and " snail-mailed '' to them in a way that is clearly designed to insulate anyone who can make decisions on chargebacks to make it difficult for claimants to get their money back.
Company Response:
State: NC
Zip: 27406
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: 5/3 Bank did not reverse fraudulent charges. Fraudulent charges were not reversed for my son 's checking account after his card was stolen. Instead of resolving the issue they have sent the balance to collections. I have requested information regarding this account per their instructions and have not received any information at all. I was told that all information would be handled through the dispute email but never received a response and was never contacted back about the issue. Now instead of working to resolve the issue they have damaged my son 's credit score by sending this to collections without ever once contacting us to resolve it. So we were a victim first of malicious activity and then instead of helping us the bank made it worse for us by refusing to investigate the fraud properly. My son had {$230.00} in his account and after fraudulent activity they said he owes them {$4200.00}. Also it is unclear how every time i deposit a check into an account it is held for some time but when a fraudulent check is deposited into an account from an ATM for {$4500.00} it is not held at all and then the thief made purchases at 4 different XXXX in the same day for {$900.00} plus a {$500.00} ATM withdraw.
Company Response:
State: IL
Zip: 60560
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I purchased a brand new car and went with Fifth Third Bank for my auto loan ( this is my third time using them ). Upon recovering my payment information ( LATE ) I asked to change my due date to the XXXX or XXXX of the month. I am already a month ahead on my payment so this was in no way an attempt to pay late. I was told I can not change my due date without a {$20.00} fee added to my loan. {$20.00} for a small change in a computer is absolutely unreasonable and unethical. Consumer beware! This company likes to nickel and dime over any minor change.
Company Response:
State: TX
Zip: 77494
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2020, I lost my job. I contacted Fifth Third Bank, who my mortgage is through, in order to request Mortgage Assistance. I was informed to complete an application and email it to their email at XXXX. I did this, with supporting documentation showing my lack of work. I was put into forbearance in XX/XX/2020 due to COVID. This was for 6 months. I was not given options on other ways to resolve my conflict with my payments. Fifth Third is now stating that they never received my application, despite that their website states you have to apply for forbearance. They are also stating that I do not qualify for loan deferral to add what I am behind on in payments due to being delinquent prior to COVID. However, I requested mortgage assistance prior to COVID. Fifth Third is unwilling to help me through my financial hardship and is requesting I submit another application which takes 30 days minimum to process. That does not help me when my forbearance is coming to an end. The answers I am getting from one employee to the next keeps changing and I do not understand what I am being told and why I can not get a loan deferral. President Trump ordered that mortgage companies assist people through COVID and Fifth Third is doing the exact opposite. They are wanting me to pay money now that I can not pay due to my financial hardship. I went into the branch near my home on Friday, XX/XX/2020. The banker and I contacted Fifth Third via phone and spoke with an employee there who stated that no one had been denied for loan deferral up to this point and that I did not need to make XXXX 's payment and to begin making payments in XXXX. She stated that I would receive an agreement letter for my loan deferral and to make a payment, email, or call to confirm my agreement to the deferral. Why would a Fifth Third employee in the Hardship Department state that I was being processed for a Loan Deferral if the Loss Mitigation Department is stating I do not qualify? They had my account pulled up when we spoke on Friday XXXX. She was able to see the account details and even spoke with her supervisor to confirm the information she was providing to me. I am tired of being hung out to dry. I do not want to lose my home and have been trying to get through this financial hardship. My mortgage was sold to Fifth Third against my wishes and I have had problem after problem with them compared to my original mortgage provider. One employee will tell me they see notes in my account about my correspondence with their employees, then another employee will speak with me stating there are no notes in the system. Where are the notes going? Where is my application with confidential personal information of mine and my husband 's? Was their system hacked? Why is the information I am provided different from one employee to the next?
Company Response:
State: OH
Zip: 43614
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: A transaction posted that was cancelled. I have documentation from the vendor. Also, there are 2 fees being charged that should not be charged because they were charged on pending transaction that have not posted to the account.
Company Response:
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: fifth third bank has not paid property taxes on my property in six months.I have contacted them a number of times to no avail .Everytime we get a letter from the tax accessor they raise our escrow amount because of shortages in the amount in our escrow account .we have received letters saying we are late on our mortgage payment even though we have automatic monthly mortgage deductions from our bank account.I have called to try to get this problem fixed.we called and nobody has a clue about what is going on with this account.
Company Response:
State: NV
Zip: 89102
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XXXX Im trying to withdraw {$600.00} from ATM in XXXX, Illinois, location. As usual process, I insert my ATM, less than 5 minutes ; I dont receive any funds from the ATM. Ive decided to go inside the branch and told the teller what happened what he did is he gave me {$600.00} cash from my account little I didnt know that instead of giving me my {$600.00} ; they took another {$600.00} from my account, when I checked my receipt, I looked like I withdraw {$1200.00}, but in reality I only got {$600.00}. One of the banker help me to start the dispute process and she promised that they will credit my bank on same day. I checked the next day and still, money is not available, I took more than 1 week to return my money. On XXXX Ive noticed that they took {$600.00} from my account I called the customer service and she said that they denied the dispute because that there is no discrepancy in their ATM machine, I told them that they look back on the camera by the ATM the day that I did my transaction and they will see that I did not get any money from the machine, I even told them that I did not steal money from them, I worked hard for my money and I live paycheck to paycheck and I need that money to pay for my rent, but the supervisor said she cant do anything and I have to wait 30 days for their decisions
Company Response:
State: IL
Zip: 60148
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I rece ived two unauthorized charges on my checking account, I tried to have them stopped and reversed. Each time I talked to the bank they gave me a different reason why they could not stop the transaction or revise the charges. I chose not to continue my phone service with XXXX XXXX ( XXXX XXXX XXXX ). I started service with another cell phone provider ( XXXX ). On the same day, I started the new service XXXX XXXX XXXX charged my account for coming month. I contacted XXXX XXXX XXXX. The phone representative told me we do not make refunds under any circumstances. I immediately contacted 5th 3ed Bank to request the transaction be stopped. 5th 3ed Bank told me they could not stop the transaction because it had not posted. Four days later contacted 5th 3ed Bank after the XXXX XXXX XXXX charges were deducted from my account. I was told that they could not reverse the charge because the charge was not processed.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was pre qualified for a mortgage loan on XX/XX/XXXX by XXXX XXXX, who is the Mortgage Loan Originator of the Fifth Third Bank. I was pre-qualified for {$320000.00}. I went into contract to buy a house and I had to send a {$2000.00} deposit to the tittle company. The bank kept us waiting for the loan approval making us change the closing dates 3 times over the course of 2 months. Now, two and a half months later the bank send me a denial letter for the loan and we cant close on the house. In addition, the sellers dont want to give me the XXXX deposit back.
Company Response:
State: FL
Zip: 32828
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-04
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/XXXX I opened an account online with Fifth Third bank with an offer code for a bonus of {$250.00} for maintaining a checking account with a minimum of {$250.00} for 60 days. On XX/XX/XXXX after confirming on phone that my promotion was valid ( it did not show up listed on my account at the time ) I made a transfer of {$250.00} into my Fifth Third Bank ( no fees were accured for making that online transfer ) On XX/XX/XXXX they credited me my {$250.00} minus {$60.00} for tax withheld. There is where the nightmare started, as for the next months I was told various reasons why until contacting XXXX XXXX. I was finally told it was because I hadn't sent in a tax paper. They had ALL information, address, social security number etc.prior to this date. I was then told just send it in and they can give me my {$60.00} even though I was never contacted that they were missing anything for the 3 months I had the account. Plus I had called to make sure everything was signed correctly on XX/XX/XXXX at XXXX XXXX and was told it was. It is now XX/XX/XXXX and after sending on the paper I have still not received my {$60.00}. I then had enough and went to close my account, I wrote online and called to find out what I needed to do. I was told to have a {$0.00} balance and to wait until it had cleared. On XX/XX/XXXX I put in a transfer of my balance ( {$440.00} ) to XXXX. XXXX. There was NO mention of a {$3.00} fee online and I will enclose a picture of my transfer details sent to my email. On XX/XX/XXXX I see my - {$3.00} for my balance! I call the XXXX number and speak to a rep. who says she is sorry i was mischarged and she is putting a reversal charge of {$3.00}. She tells me to wait 2 to 3 business days and then I will have a {$0.00} balance snd can close my account. On XX/XX/XXXX nothing had changed in my account. I call the same number and they tell me they have NO exchange of the telephone call on the XXXX and even if I had called that person lied and they cant reverse the fee! I then decide to write in what had happened. I also called XXXX XXXX. I got no response from her so I am writing in. I would also like to add that there is missing account info as my orginal payment and opening of account as I will send in those pics too.
Company Response:
State: FL
Zip: 33414
Submitted Via: Web
Date Sent: 2020-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A