Date Received: 2020-08-28
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am a victim of identity theft. Due to the Corona Virus Pandemic, we are all facing which has me sitting still at home and I saw the recent news about the multiple XXXX Data breaches. I decided to look at my credit reports from the 3 major credit bureaus and found that someone had used my Identity. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I contacted the Credit Bureau and told me to file an Identity Theft Report which I am doing. I appreciate your effort in getting this matter resolved. Thank you. Please let me know if you need any other information from me to block this information from my credit report. Thank you.
Company Response:
State: VA
Zip: 23237
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-27
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 was the victim of a phishing scam, involving a fake Website. I deleted the screenshot of the fake website when the fraudulent charge was originally credited to my card. I did, however, submit the name of the fake website on XX/XX/2020, immediately, when I received a XXXX transaction receipt from XXXX XXXX. The website was not named, XXXX XXXX, and I have no idea who or what XXXX XXXX is. 5/3rd bank " investigated '' the fraudulent charge. From the seller they received a fake business name, " XXXX XXXX, '' a fake business Email, " random numbers and XXXX, '' which is a spam Email server XXXX, XXXX, XXXX, and others will not allow Email from, a fake business phone number with an area code that doesn't exist, and calling the business phone number results in a recording saying the number is not a working number, a XXXX slip that does not display my home address, and when I called XXXX for clarification, they said the tracking number on the slip was related to a package that came from, " XXXX, '' even though the " investigators, '' received NOTHING from XXXX, and a copy of the document they received from the seller that requested " proof of the purchaser receiving the item '' which was completely blank. And yet, with these and even more illogical red flags displaying to any logical thinking human being that the charge is in fact fraudulent, the " investigators '' deemed this a " legitimate '' purchase, and reversed the credit they issued on XX/XX/XXXX. This is now XX/XX/2020. I closed this account on XX/XX/2020, due to the horrible mismanagement of this fraudulent charge investigation. I have no charges on this closed XXXX account other than this one fraudulent charge. In fact, have no other charges on any other credit card. Even though it is closed, I have received two late fees, two interest charges, and even though I received a document stating credit bureaus would not be contacted, there was a delinquent account message sent to XXXX, which lowered my XXXX credit score from XXXX to XXXX. I have contacted 5/3rd well over 50 times. I have sent pages and pages of documents through the mail, Email and fax, showing why I am a victim of a phishing scam. I have been into two local branches, and communicated with well over 50 5/3 employees by phone, Email, and Chat. I am told to wait, and wait, and wait. I am told supervisors, " Do not take calls. '' I am directed around and around and around and around in circles. I have contacted the XXXX, XXXX XXXX page, disputed by XXXX credit account, and now am contacting the FTC.
Company Response:
State: IN
Zip: 479XX
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started the refi process back in XX/XX/XXXX with 5/3 bank. I received a packet of paper work and it was mailed back in estimated dated of XX/XX/XXXX. I received confirmation from the Mortgage Loan Originator that all paper work was received and my application fee was processed on XX/XX/XXXX for {$390.00}. I have been having a hard time with communication to find out what is the hold up in the process. I have been told numerous times that my paper work is in the underwriting process but the underwriters are behind in work due to COVID-19 crisis. After several weeks to find out what is going on I continue to get the same information. I have asked for a refund due to no one is working on my application and I would like to look else where. I was told that I could not get a refund back because my process is waiting on the underwriter. I have asked to speak to a manager/ supervisor several times in regard to my issues and complaints. I have sent several emails but I have got no where with this process. I would like to a refund due to the process that no one is working on my application process and I need to find me another company to refinance with while the rates are low. I explained to the mortgage loan officer that I was concerned on missing out a possibly lower rate due to the waiting process. She told me that there was nothing she could do about it but she would talk to her manager 2 weeks went by and I never heard from her. I called her again on XX/XX/XXXX to follow up with her and she do not have a complete answer for me and still was stalling. I told her I felt like I was being ignored and my paper work was sitting on someone desk.
Company Response:
State: NC
Zip: 28146
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I disputed two charges in XX/XX/XXXX on two credit cards amounting to {$14000.00}. Fifth Third Bank continuously refused to chargeback the amounts. Per their policy, I went to arbitration on XX/XX/XXXX, I learned that I WON on XX/XX/XXXX. Fifth Third Bank is refusing to provide me the award amount. They are insisting that I provide a w-9 for a refund/chargeback which is inappropriate. I explained that this is not money being paid to me, but a return of money, therefore their request for a w-9 to then send me a 1099 for tax purposes, for a refund, is inappropriate. First, on XX/XX/XXXX, their attorney said it was not for tax purposes, but a requirement in order to " cut '' the check. I explained to their attorney that the purpose of a w-9 is to " pay '' self employed and/or independent contractors money ( which is not me ). On XX/XX/XXXX, Fifth Third Bank attorney then admitted it was for tax related purposes and Fifth Third Bank would not be sending me a check without receiving the w-9, which is a tax related form which does not pertain to me. Fifth Third Bank should refund/chargeback the money the way they would any other way for a refund/chargeback/credit payment and issue me a check without requesting a tax document which is not relevant to me. First Fifth Third Bank refused to follow their policy and refund/chargeback the amount, and now they are trying to circumvent their responsibility of issuing it as a refund/chargeback by requesting a IRS document that is not relevant to me.
Company Response:
State: CA
Zip: 95828
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan servicing was sold from XXXX XXXX to Fifth Third Bank. I made escrow payments to XXXX XXXX which covered insurance and taxes. When the loan servicing got transferred to Fifth Third Bank, they claim that the insurance portion was not included. I made several calls over a few weeks to get the payment taken care of and they asked for a variety of documents. Once the documents were finally transferred over, and there were no more excuses to not pay, Fifth Third transferred from XXXX in Customer Service, XXXX in the Insurance department, XXXX in the Escrow department, XXXX from Insurance - each refusing to take responsibility. Finally, I was transferred to XXXX from loan servicing and she says she needed more insurance documents and if they add it to my escrow, payments will need to be increased. I tried to get them to explain why my escrow payments will need to increase when the previous servicing company charged the same amount for escrow but covered both taxes and insurance. In addition, my property tax bills have decreased over time. They gave me a fluff explanation and held the line of asking for more documents. In the end, I paid the insurance payment out of pocket. This type of behavior and transfer of responsibility is totally unacceptable.
Company Response:
State: MA
Zip: 02135
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage is with Fifth Third Bank in the amount of {$2000.00}. I have never missed a single payment because it has been on auto-pay for 5 years. In XX/XX/XXXX they added an additional {$15.00} to my Mortgage Loan Statement increasing my Total Amount Due to {$2000.00}. When my monthly payment for {$2000.00} was paid on time, they deducted {$15.00} from the payment. Because they deducted this amount, my mortgage payment was rejected and I was charged {$100.00} late charge. When I called to inquire as to why this was happening they could not answer. They said it was a mistake and they would fix it. The following month my Mortgage statement had an additional {$15.00} on it again for a total of {$2000.00}. And again I made my normal payment of {$2000.00}. And again, they told me my payment was insufficient. And again I called them to figure out what was going on. And again, they said they didn't know and could not provide any further information. This has been now going on for almost a year with no resolution. Fifth Third Bank has been harassing me with phone calls and letters demanding payments. When I speak with their customer service department to try to resolve this matter, they bully and try to extort money from me. They have now put 5 late payments on my credit report even thought I HAVE MADE EVERY SINGLE MORTGAGE PAYMENT ON TIME. I have spoke with numerous people at every level who have promised to resolve this to no avail. I have followed up with Fifth Third Bank in accordance with their communication protocol including phone calls, faxes, and opening a case number. NONE OF THIS HAS MADE ANY DIFFERENCE. They refused to remove the marks from my credit and continue to harass me. I have kept detailed records and attempted to resolve this in good faith wasting hundreds of hours on calls and writing correspondence. They just refuse to address this issue and continue their assault. Just to make it absolutely clear, I have not received a single call or correspondence to resolve this matter, just payment demands. Not a single correspondence of mine has be responded to. I am now in the process of refinancing my loan and am unable to to continue the process because of my credit report being ruined and Fifth Third Bank falsely stating that it is because I have not made my payments. Timeline : 1 ) Fifth Third took over my loan from MB financial in XX/XX/XXXX. 2 ) My mortgage payment at the time was {$2000.00}. 3 ) In XX/XX/XXXX, {$15.00} was added increasing the amount due to {$2000.00}. 4 ) XX/XX/XXXX, Late charge of XXXX + prior months payment not being properly accounted for plus an additional {$2000.00} totalling an amount due of {$4200.00} 5 ) XX/XX/XXXX, {$15.00} again added increasing the amount due to {$2000.00}. 6 ) XX/XX/XXXX, {$15.00} again added increasing the amount due to {$2000.00}. 7 ) XX/XX/XXXX, Amount due now 2 x {$2000.00} of {$4100.00} 8 ) XXXX, XXXX, XXXX, XXXX, XXXX, Same as XXXX. During this period there have been 5 delinquent marks on my credit report by Fifth Third Bank. My Complain number with Fifth Third Bank is # XXXX XXXX XXXX from Fifth Third is my most recent contact. Her direct number is XXXX. For the attachments I've provided my statements, emails & faxes that support this complaint. Thank you in advance for your attention to this matter. I'm happy to get on a call and/or provide further information to help resolve this unfortunate situation. Regards
Company Response:
State: CA
Zip: 916XX
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is the third 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 XXXX 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/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: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I was applying for a Mortgage Refinance with 5/3rd Bank. I gave authorization to pull a credit inquiry on XXXX XXXX XXXX and because of the banks slow process they required another Credit inquiry I authorized on XXXX XXXX XXXX. For some reason they continued to pull 2 more Unauthorized Credit checks on XXXX XXXX XXXX and again on XX/XX/XXXX. I've asked them to take steps to remove these unauthorized Credit inquires but the bank seems to be mismanaged and lacks knowledge on where to being the process of correcting their actions. I would like CFPB to assist in Removing these Hard Inquires. Inquiry details : 1. Fifth Third Inquiry from XX/XX/XXXX Bank Institution Information Fifth Third XXXX, OH XXXX ( XXXX ) XXXX 2. Fifth Third Inquiry from XX/XX/XXXX Bank Institution Information Fifth Third XXXX, OH XXXX ( XXXX ) XXXX
Company Response:
State: IN
Zip: 477XX
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have a loan with 5/3 BANK NA, XXXX XXXX ( Original Creditor : XXXX XXXX ), and XXXX XXXX XXXX. I have always made my payments on time. As you can see, I have always had a stellar payment record with this company. I tried contacting XXXX, XXXX XXXX, 5/3 BANK NA, XXXX XXXX ( Original Creditor : XXXX XXXX ), and XXXX XXXX XXXX with no successful resolution. There was definitely an error on their part.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have a checking account with Fifth Third Bank, I was offered an Early Access Account with a credit limit of {$1000.00}. I fell behind due to illness and agreed to make monthly payments in the amount of XXXX. I've made all payment and sometimes I paid more than the agreed amount. I called in on XX/XX/2020 and left a message, for a payment to come out of my checking account in the amount of {$40.00}. I never received a call, letter, or text stating the payment had not been received. On XX/XX/2020 I noticed a Funds Transfer in the amount of {$280.00}, I called customer service and was transferred to the charge off department, where payments are made. I spoke with XXXX at XXXX XXXX and was told we didn't get your message therefore there's nothing you can do about it. I ask if there was someone else I could speak with and she told me, I'll transfer you to me supervisor. I ask for the supervisors name and I was given " XXXX '', I left a message once again explaining I had left a message ask for her to return my call. I did not receive a call today, XX/XX/2020, but another funds transfer was withdrawn from my account in the amount of {$350.00}. Both of these charges were not authorized, I was told that a different company handles the charge offs however, there answer the phone Fifth Third Bank EAX Charge off Department at XXXX.
Company Response:
State: TN
Zip: 37174
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A