Date Received: 2020-10-04
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/2020, I received an unauthorized charge on my XXXX credit card. I immediately contacted XXXX bank and cancelled my card and ordered a new one. 5/3 credited the unauthorized charge of {$99.00}. On XX/XX/2020, I received a notification that their investigation team found the charge to be legitimate. The information they received consisted of a fake business name, fake business phone number with an area code that does not exist, a fake business Email address that is from a known spam Email server ( yeah.net ) from which major Email accounts such as XXXX, XXXX, and XXXX will not accept Email. They also received a screen shot of a XXXX tracking confirmation order that did not contain my name or address. This information was received from XXXX XXXX, the location from which I supposedly authorized the transaction. Had 5/3 done some actual investigation, they would have found the business name, business Email, and business phone number were all fakes. 5/3 made zero attempts to contact the business that was the supposed seller. If 5/3 would have contacted XXXX directly and inquired about the transaction number on the XXXX screenshot they received, they would have discovered the transaction number is connected to a purchase and delivery of an item, not from Pay Pal, but from XXXX, by a Mr. XXXX XXXX. I have been continually harassed and bullied by 5/3 to pay for this transaction I have nothing to do with. This transaction was conducted by a Mr. XXXX XXXX. I have more than six credit cards. I have zero balances on any of them, except for this one single unauthorized transaction on this now closed by my request 5/3 credit card. I have had delinquent account reports sent to all three credit bureaus over this unauthorized transaction. I have late fees and interest charges placed on this card every month. 5/3 has broken their contract by sending information to the credit bureau while ongoing investigations were taking place. They went against FTC guidelines by not completing the investigation in 90 days. They have gone against Mastercards 100 % buyers protection policy by refusing to credit this fraudulent transaction. I have supplied them with definitive evidence that the tracking number they present as proof of my receipt of an item has nothing to do with me. I have supplied them with proof of the supposed seller being fake and have sworn to them I have never communicated with the supposed seller one time, let alone authorized the use of my card. They refuse to communicate with me regarding the authentic documents I have provided them.
Company Response:
State: IN
Zip: 479XX
Submitted Via: Web
Date Sent: 2020-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2020, we initiated the process of requesting cancellation of our private mortgage insurance on our primary residence. The mortgage is held and serviced by Fifth Third Bank. We made the request not because we had paid off 20 % of the original value of the house, but rather because the amount we had paid off, when combined with the large amount of appreciation the property had experienced, put it well past the 20 % mark. As part of this request, we were required by Fifth Third to pay {$500.00} to have a Fifth-Third-designated appraiser come to our property. We did so, and an appraiser promptly came to our home, conducted the appraisal, and provided us ( as well as Fifth Third ) with a report that indicated we were indeed well past the 20 % mark ( about 24-25 % in fact ) due to appreciation of the property. As of this writing, XX/XX/2020, our PMI still has not been canceled. When first requesting the PMI cancellation, we were told by one part of Fifth Third that it wasn't possible in any circumstance as we had not paid in 20 % when using the original value of the home when we purchased it. At the same time, another part of Fifth Third told us that it was totally possible that we could get it canceled, and sent us the documentation we needed to fill out in order to setup the appraisal. Once the appraisal was completed, Fifth Third informed us ( after weeks of waiting and calling to no avail ) that our PMI would not be canceled as the name on the mortgage ( my wife and I 's names ) did not match the name on the deed ( my wife 's trust ). We had changed the deed 's ownership as part of our estate planning after buying the home, and subsequently informed the mortgage servicer at that time ( XXXX ) that they should update the ownership of the mortgage. We never heard back from them and they presumably did not actually do what we asked, since they sold the mortgage to Fifth Third and the problematic names on the mortgage remained as they were. At this point, Fifth Third would not respond to our appeal of the decision, and customer service agents claimed they could not see the refusal letter we had been sent ( they knew it existed per their system, but could not see its actual contents ). In frustration, I publicly tweeted at Fifth Third my complaint to try and motivate them to action. After weeks of missed calls from their social media team ( and calls we did not miss in which the service agent claimed we were totally wrong to have even tried this ), we found multiple customer service team members who agreed that we should be able to cancel the PMI, given the facts of our case. They then consulted with Fifth Third 's legal counsel regarding the name mismatch issue and a ruling was made that the mismatch wasn't relevant and our PMI cancellation request should be granted as a result. The helpful customer service agent we were working with then informed Fifth Third 's escrow department that Legal had blessed the deed-mortgage name mismatch as being a non-issue. The escrow department then returned a message that seemed deaf to the original request : the names don't match, so the PMI will remain. As of the time of this writing, our customer service rep has pointed out that there is no longer any legal issue blocking this request at least five times, and the escrow department has refused to acknowledge grant the cancellation. So at this point, we have what appears to be a totally valid request, validated by internal members of Fifth Third, after months of tryi ng to convince the company to even listen to us, and some of Fifth Third 's own employees still refuse to grant the cancellation. At this point, it seems as though there is either gross incompetence or malicious intent at play in the refusal to grant our request, possibly both.
Company Response:
State: VA
Zip: 22304
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I scheduled direct mortgage payments from my checking account to Fifth Third Bank. They have all of my checking account information, and can access funds directly. Fifth Third Bank neglected to inform me of changes to my mortgage, and didn't process my mortgage payments due to these changes. I was eventually made aware of the problem by a third party credit monitoring service, XXXX, who texted me that my credit score had dropped by 156 points for a delinquent account with Fifth Third bank. Again, Fifth Third NEVER indicated that there was a problem with my account. They claim that they sent a notice via USPS, but I never received it. Instead of reaching out to me via email, text or phone, they allowed my account to be delinquent for 3 MONTHS, and instead reported me to the credit bureaus, without ever contacting me and giving me the common courtesy of letting me know what was going on. As soon as I found out about the issue, I called 5/3 and initiated a transfer of funds to pay all outstanding balances. They are currently paid in full. I asked them to fix the problem with the credit reporting and they refused. I want Fifth Third to retract their complaints against me with the credit bureaus. I had a credit score over 800, which required serious commitment and diligence on my part. There was more than sufficient funds in my checking account to cover the payments due and I am available all day to respond to texts and phone calls if there are any issues. Fifth Third justified destroying my credit score based their lack of communication with me regarding the status of my account. It's inexcusable.
Company Response:
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for an FHA loan with Fifth Third bank the bank indicated I was the denied due to an error with the appraisal value which not accurate. FHA guidelines you must submit the lower appraisal on a flip property if the value amount come back 5 % higher or lower. My appraisal amount was {$79000.00} and {$79000.00} which either appraisal wouldnt made a difference to be FHA insured. The program I went through was the Key to Own homeownership to get the mortgage loan you must be FHA insured to close on the loan the bank knew before closing I wasnt FHA insured. Fifth third bank are responsible for lender Liability mortgage fraud with their practices of predatory lending. Im asking the bank to free and clear the remaining loan amount or Ill take legal action.
Company Response:
State: MI
Zip: 48235
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I have a loan through 5/3 Bank on a XXXX XXXX XXXX. This vehicle was stolen from my place of employment on XX/XX/XXXX at approximately XXXX. Security cameras at my job verified the theft and the XXXX XXXX Police Department have deemed this a total loss due to inability to locate said vehicle. I spoke with 5/3 Bank on several occasions at the beginning of this process to make them aware that the vehicle was stolen, I was initially told by a 5/3 representative that they would defer/halt the loan and payment due XX/XX/XXXX if the vehicle had not been recovered. I have spoken with them numerous times trying to keep them updated on insurance and the claims process. On XX/XX/XXXX I made contact again with 5/3 Bank, explaining insurance had deemed this a total loss and asked them to defer the payment due XX/XX/XXXX to the back of the loan, in order to allow insurance to finish processing the claim and provide further information. After speaking with 4 representatives I was told they would not assist me and they could not defer my payment because the excuse of a stolen vehicle was not sufficient. The same day XX/XX/XXXX, our insurance adjuster XXXX XXXX with XXXX XXXX XXXX sent 5/3 Bank 's total loss department an email confirming the total loss and pending paperwork. Today, XX/XX/XXXX 5/3 Bank has begun harassing me by calling several times an hour to receive said payment. 5/3 Bank confirmed they received the email from our insurance and still have refused to assist us, claiming our stolen vehicle is not a valid enough hardship to defer a payment. They have not only harassed me via telephone, 5/3 Bank has also told me I know owe them 3x the monthly payment of {$590.00}. This has been a very challenging time for my family as I have struggled to make it back and forth to work without a vehicle while waiting for this process to be resolved. I have made every effort to communicate, provide information and paperwork to this bank. The result has been being treated like a second class citizen to a bank that I have NEVER missed a payment with, being spoken to in a condescending and insulting manner by 5/3 Banks total loss and hardships department, and finally now being harassed. I communicated appropriately about this situation from the beginning and feel this bank needs to be penalized for their unprofessional behavior, like they have penalized me, my family, and my credit, during this hardship.
Company Response:
State: AR
Zip: 716XX
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: 2013 I opened 2 separate secured accounts one for XXXX and the other for XXXX. Due to financial hardship, I default on both accounts. The money I've deposited for the secured accounts should cover the amount default. The collection company is trying to get me to pay on a debt that is already paid in full. I called and explained the situation and I'm not getting anywhere. They don't have records of my secured deposits but they do understand that they were both secured accounts, meaning that the deposits made secure the default amounts
Company Response:
State: FL
Zip: 32771
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: The item that I am disputing is the following : 5/3 BANK NA XXXX The reason that the item is inaccurate is because I was never late. Please look my bank statements that I have attached to this letter. The correct information should be : Paid on time, NEVER LATE. So I am requesting that it be changed.
Company Response:
State: IL
Zip: 60106
Submitted Via: Web
Date Sent: 2020-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: At the end of XX/XX/2020 and again at the end of XXXX, I called Fifth Third Bank to ask for help/deferred payments on my auto loan, because I was not able to make payment due to coronavirus financial struggles. They said they didn't have any deferral programs to offer at that time and to call back every month to check if they have anything changed. In XXXX, they said they could defer 3 months payments. However, unlike all the other creditors back in XXXX and XXXX, who did it automatically during the phone calls, this bank said they would send me a form to complete and that I should sign and return. Also, that month I was able to make half payment on XXXX and the other half on XXXX. I called again to check where the deferral form was, I hadn't received it. They were making the whole process so difficult. I sensed that they didn't really care what was happening in the world. Indeed, in XXXX they reported 3 months late to XXXX, XXXX and XXXX. I called to confirmed that I had requested deferred payment. I told them that I didn't receive the deferral form yet, plus I sent another payment on XXXX. And, I requested that they remove the missed payments reported, because I had been in frequent communication with them doing my best to humbly ask for their help. Then on XX/XX/XXXX, made another payment and have NOT missed any payments, other than in the beginning of COVID-19. I finally got the deferral form XX/XX/XXXX! I mailed it in and called to confirm on XXXX. They said still hadn't gotten it. When they finally received it, they said it was an invalid signature! So, I called again to confirm, then sent it by email on XXXX in order to expedite the whole excruciating process, then called back to confirm and they still didn't get it. By then they had reported 4 months late payments. Also, they said that my deferred payments were for XXXX, XXXX and XXXX. But, I made those payments because I never got this stinking form and didn't want any trouble on my credit report. I was sadly mistaken. They NEVER deferred any payments. I was so blessed to be able to make monthly payment every month since XXXX, even though Fifth Third Bank made me a bogus attempt at deferred payments, it never happened because they kept giving me a run around. Today, I checked my credit report and they have 6 missed payments! Why? When I asked them to repair this, they said this department can not help. I was transferred. The other department also has no control over it, transferred me to another department, who also said they can not help me either! Please help me get these 6 missed payment off my report! During these very difficult times, all other banks and insurance companies have been helpful by deferring payments and being kind and decent to their customers by choosing not to report missed payments because of financial difficulties from Covid-19. This bank has behaved in a despicable manner and should be ashamed for their poor reactions to the terrible coronavirus times, their delay tactics, and uncooperative behavior. I made my payments to them even though it was difficult. I wish they would have someone ding their record and affect them adversely for no reason! I have done everything in my power to correct this. Furthermore, I have received a late payment notice and late fees every month while I have made all these payments! HELP! I humbly request that late fees are removed and all the missed payments removed from my all three credit reporting bureaus as a covid-19 courtesy. During these times, and especially since I am not a deadbeat, I need help, please.
Company Response:
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the Fifth time I am re opening the Complaint. The company keeps responding and closing the ticket. The response is not per my expectation. I want the company to look for the evidence where the customer service rep had taken notes about forgiving the late fee. My Home Mortgage was initially with MB financial Bank. Last year in XXXX MB Financial was acquired by Fifth Third Bank. Back in Summer XXXX, due to a payroll system upgrade in my company i got paid on the last day of the month. Since i was getting paid on the last day of the month, i called MB financial to explain my situation and request that since this not a permanent situation they should not charge me late fee since i will be making payments on the last day or the XXXX of each month. The customer service representative at MB financial agreed to my request and mentioned that they have made a note in the system with my request and the reason for the request. Now when i get my statements it shows that i have past due late fee balance of {$1000.00} which is not correct. I called Fifth Third a couple of times in the past for this issue. The customer service representative always said that they dont see anything at their end in the system. I was under the impression that the matter has been taken care of and i would start receiving updated statements with no balance due. I am still receiving the statements that show i have {$1000.00} past due amount. On XX/XX/XXXX, i spoke to the supervisor at Fifth Third Bank and upon further investigation she found the note that explained my situation back in XXXX but she mentioned she was not able to find the note that said they would waive my late fee. The note she had in the system was incomplete. She also mentioned that {$500.00} late fee was carried over by MB financial to Fifth Third Bank. I am having issues with Fifth Third Bank customer service. Just last month they had but my mortgage in forbearance plan whereas i had called to request them not to put my mortgage in forbearance plan. The customer service is not making notes correctly and for my late fee up until Friday XX/XX/XXXX they kept saying they dont see any late fee in the system but on escalating the issue to the supervisor she found the late fee and the incomplete note. In this pandemic, i am trying to save on my money and paying {$1000.00} as late fee for no fault of mine is unfair. The customer service representative have failed to provide the service i have requested.
Company Response:
State: NJ
Zip: 079XX
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In XXXX Fifth Third asked for our condo insurance as XXXX XXXX XXXX. XXXX from XXXX XXXX sent it to Fifth Third ( confirmation number XXXX ) while I was on a conference call with a Fifth Third representative ( XXXX ) and XXXX. This was XX/XX/XXXX XXXX sent it ... .never made it into Fifth Third system .... my monthly dues went up as they XXXX an insurance by themselves and put it in my escrow ... ..even though I kept on making payments monthly it never got applied to my account as my payment was for previous amount. I subsequently called XXXX got the doc myself and mailed it to them at the email address XXXX Talked to Escrow department of Fifth Third 0n XX/XX/XXXX around XXXX PST as by that time they already dinged my credit file with a late entry. Escrow confirmed that insurance is cancelled - will take 7 to 10 business days for that to post to the account. In parallel they kept on returning my payments to me in check as it was not matching the current dues - all this while they knew that the above has happened. They finally settled this in early XXXX and their credit department dinged my credit by saying I was late ... ..as they did not accept my payments for my regular amount {$2600.00}. Please note ... that they confirmed on XX/XX/XXXX that they have cancelled the insurance on their side since they got the necessary document and yet they still dinged my credit file for XX/XX/XXXX as being late when the escrow agent clearly guided me that the additional payment showing due for me will get cleared as they remove the insurance they had put in escrow from my account. I asked for an investigation into those late payments entry in my credit file to Fifth Third and the answer came back as a one page canned letter saying they did not do anything wrong. The late thing resulted as they did not accept my older payment and returned in spite of the delta increase being resultant of process gotcha on their side and they had full knowledge that I was working with them to sort it out when it was not even my issue. Just so you know they did it this year too ... .. this year they sent a paper mail asking us to upload the document into a site ... i did not even depend on XXXX ... I got the doc and uploaded to that site myself .... got an email confirmation on XX/XX/XXXX and yet on XX/XX/XXXX I saw they pulled a insurance and put it into my account ... .the reason being the systems process on their side is so flawed that even after i uploaded the document to the site they asked me to it still did not attach to my account .... but being burnt once I was alert so caught them early before the above story repeats itself and got it straightened out.
Company Response:
State: CA
Zip: 95132
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A