Date Received: 2020-07-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Wife and I applied for a mortgage through Fifth Third at the start of XX/XX/2020. We originally wanted to go with the Indiana Housing Authority, because we were guaranteed down payment assistance of {$5000.00}. We were convinced by Fifth Third Bank to use them, because they guaranteed a sum of {$10000.00}. The mortgage officer that we worked with repeatedly " accidentally '' missed the deadlines to apply for the assistance. And repeatedly " lost '' the paperwork necessary to move forward, even though it was all digital. After starting the process, I was told told several times by the representative that she believed that my wife and I were too young to be buying a house together, and were too young to be getting married. Further along the process, she just stopped answering questions. She started making up additional rules, unreasonable demands, and refusing to help us on several occasions. I was working for the same company at the time, and was repeatedly told that they couldn't verify my income, that came from them. Anytime I asked for payment estimate, any time I asked for any information that is easily verifiable, I was met with push-back, and being told, " Well you never know what is going to happen before closing. '' After losing out on $ XXXX in down payment assistance, I was repeatedly told by the agent that she didn't believe that I could afford this house. She also told me that I shouldn't put my wife 's name on the deed, because we are still young. It was incredibly infuriating, but after three months of the discrimination, we finally went to another lender, who helped us very quickly. Our original closing date was XX/XX/XXXX, and ended up being XX/XX/XXXX. A normally 45-60 day process took us over 4 months.
Company Response:
State: IN
Zip: 461XX
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-16
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I submitted this issue before XXXX and it was resolved then they just put the charges back on my credit account. They have sent me letters that the charges were false, then they keep changing their mind and putting them back. This all started in XX/XX/2019 when my account number was stolen and 8 charges from XXXX XXXX totaling {$3800.00} appeared on my card. I and no one in my family had anything to do with these online purchases. I do not know why the say they are valid. How can I prove they were not my charges when I had nothing to do with them, I don't even believe they were from my state location. Please help this has been a stressful and ridiculous resolution process.
Company Response:
State: IN
Zip: 46360
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Fifth Third arbitrarily reduced my credit limit without reason and without notifying me. This unfounded and malicious action not only reduced my available credit, it drastically increased my percentage of amount owed to amount available. This wrongful action has caused more than a 100-point drop in my credit scores and has result in the denial of credit. This is the case even though I have never missed a single payment on any of my credit accounts.
Company Response:
State: FL
Zip: 34787
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-16
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Fifth Third Bank is practicing deceptive business practices. They sold a product named XXXX XXXX XXXX to us without our knowledge and wish. We never requested this product. Upon learning that we were signed up for this product, I reached out to them on multiple occasion and requested that they remove the charge of {$3.00} for each month beginning from day 1 they applied the charge. They refunded the charges initially, and assured us they will order a regular debit card which has no fee. This was also a lie. The charges kept coming. I reached out to them in person the 2nd time and they again assured they were correcting the issue. This never happened. As of today we are still being charged the fee of {$3.00} and they have not corrected the issue. I have reached out to them again via online banking messaging for their mobile app and from online banking messaging via a computer to no avail. They are interested in passing the buck between customer service and the branch. THEY ARE CLEARLY doing unethical things and should be punished just like other financial institution that were in trouble in the past for similar things. I
Company Response:
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XXXX XX/XX/2020, and XX/XX/2020 I made two mortgage payment to 5/3 bank. The fist payment amount was for {$690.00}, and the 2nd amount was for {$690.00}. Two months payment for the month of XXXX were made erroneously due to a computer malfunction. One payment was only meant to be made. The computer at that time did not show a curtailment had been made to the account and the new payment amount was not reflecting when I made those payments. After about a week I checked my bank account and realized that I had made two payments instead of one. I was okay with making two payments. I was hoping that one payment would be for the month of XXXX. After about a few days I started getting phone calls. I didn't answer because I was working. I called back later only to be informed that my payment had not been made. I spoke to a representative the first time ; who explained to me that I had made an incomplete payment. So she suggested that I take money from principal and apply it to the payment. I agreed since it seemed like the most logical choice. A few days passed and I received another call from 5/3 bank. Asking why I had not made my payment. I explained to the second representative that I had spoken to someone already. They told me they had no record of it. I called the customer service back again. I was explained that my original request was denied because the way the first representative applied the payment was incorrect. By this time I am on the 3rd or 4th representative. I asked her what I needed to do to ensure that I am not late or that it reflects my credit report. She advises me again to take money from the curtailment and apply it to the XXXX 's payment. Which again I agreed. After, two days I get another call from 5/3 bank asking why I had not made a payment. At this point I told the representative to please check his notes before I spend 30+minutes on the phone explaining the same thing for the 3rd or 4th time. He initially told me he couldn't see any notes. I asked if their systems don't talk to each other. After a few minutes ; he goes on to say, that " he does see the notes ''. I asked him if he could please make a note to ensure that I have spoken to a customer service representative and to please stop harassing me during work hours.
Company Response:
State: VA
Zip: 22556
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: 5/3 Bank currently services our mortgage. They sent us numerous letters offering to refinance at a lower rate. About XX/XX/XXXX, we submitted an application to refinance - no money taken out. We are applying as husband and wife. On XX/XX/XXXX, 5/3 charged the {$390.00} application fee to my credit card. We have excellent credit and have a substantial regular income. We expected that the process would go relatively smoothly, especially since 5/3 currently services our mortgage. Unfortunately, our application has not been handled in anything approaching a professional manner. It is now XX/XX/XXXX and our application is still in limbo. To the best of my recollection, we began the process working with XXXX XXXX, and are later turned over to XXXX XXXX. Ms. XXXX got back into the loop in late XXXX. Here are some of the issues : ( 1 ) When our original application was entered into the system. Apparently, some critical information was not entered into the system or else was entered incorrectly. The we first noticed this immediately after filing the application ( early XXXX ), when we received documents that needed our signatures, and my wife 's name was misspelled. We contacted 5/3 and asked for corrected copies and were told " don't worry about that '', and that we should just sign them and the error would be fixed before closing. ( 2 ) Throughout XXXX, we repeatedly received e-mails/texts telling us that we needed to provide additional information, which was information we had already provided. We called and were told that 5/3 had the information and not to worry about the e-mails. ( 3 ) We received numerous requests additional information that substantially duplicated information we had already provided. For example, we revealed an auto loan on the original application and yet were asked ( about 6 weeks later ) to provide an explanation for the credit checks that were pulled to secure the loan. Another example, were were asked to provide tax forms to as proof of income, yet 3 months later we were asked to provide bank statements proving that we actually deposited the income into a bank account. We responded promptly to these repeated requests. ( 4 ) At the end of XXXX, we received a request asking for an explanation about two properties we own but did not reveal on our application. The first property about is a condo that we own - we paid cash for the property and it was most certainly was revealed on the original application. When I talked to Ms . XXXX about this, she said that it wasn't " in the system '', but upon checking the original application she confirmed that it was revealed in the original application. The second property in question is an address that doesn't even exist - a little bit of due diligence on the part of XXXX would have revealed that. ( 5 ) The mortgage rate lock expired while 5/3 was ( mis ) handling the application. I initially talked with Ms XXXX XXXX about this and she said she didn't have the authority to extend the rate. She put me in touch with Ms. XXXX, who was helpful in this matter - agreeing to extend the rate. This was on XX/XX/XXXX. ( 6 ) During our XX/XX/XXXX conversation, I discussed my misgivings about the way that 5/3 has been handling my applications. Ms. XXXX explained that the delay was partially due to COVID and the large number of applications they received. I explained that much was understandable, but my issue was problems caused by information that was on my application but yet " not on the system '', repeated requests for substantially the same information, request for information about a property that doesn't even exist, and the general lack of communication. She said that she didn't understand why information on my application wasn't " on the system '', and indicated that problems I mentioned may be due to the fact that underwriting was outsourced. ( I think she mentioned XXXX. ) I asked Ms. XXXX when we can expect to close on the loan. She told me she would check and get back to me. ( 7 ) I received a follow-up call from Ms. XXXX on XX/XX/XXXX. She told me that we could expect to close midXXXX. No word from 5/3 through XX/XX/XXXX, and I finally concluded that 5/3 could not meet its obligation to process our mortgage in a professional manner. On XX/XX/XXXX, I sent Ms. XXXX an e-mail indicating that I concluded that 5/3 third could not meet its professional obligations and request a refund of our application fee. ( 8 ) At about XXXX XXXX on XX/XX/XXXX, as I was writing and sending the above mentioned e-mail to Ms XXXX, I received yet another request for additional information from Ms . XXXX. She objected to that fact to a bank statement that had been requested on XX/XX/XXXX and which I submitted XX/XX/XXXX. This was the statement that supposedly was needed to confirm that my income, which I had previously demonstrated by providing the tax forms that had initially be requested, was actually being deposited into a bank account. My bank forms are all on line and I immediately sent to portion showing the deposit to my account. Ms XXXX XXXX objected that the form because, while it did show the deposit, didn't have sufficient identifying information. Perhaps that's a fair criticism, but it's unacceptable that it would take two weeks to bring this up, especially if we were planing for a midXXXX closing. At this point, I have no confidence whatsoever in 5/3. I am concerned that the lack of adherence to professional standards in processing this mortgage may reflect unacceptable corporate culture or standards. I am currently looking to refinance with another lender.
Company Response:
State: FL
Zip: 33914
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-10
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: XXXX XXXX was very biased, contemptuous, and highly dismissive towards Myself and my XXXX XXXX. We attempted to open up a XXXX account for one of our XXXX called " XXXX XXXX XXXX XXXX today XXXX XXXX 2020. She blatantly lied and said that she could not look up our articles of organization. However, that wasn't the case she simply refused to look up the necessary document needed to open up the XXXX account. She made us feel very uneasy she also made us feel like we had no right to be in a banking institution based off how we were dressed. XXXX stated that she'll only open up a personal checking account because she did not think our XXXX was legit since we did not have a hard copy of our articles of organization on hand. She also stated very threateningly that if we did not fund our personal checking account by today that she would close our account. Just because we did not have a hard copy on hand does not mean our XXXX is not legit. She blatantly REFUSED to look up our articles of organization therefore we were unable to move forward with opening up our XXXX account with FIFTH THIRD BANK. She also did not give us our necessary banking information such as account and routing number for one of our accounts. However, once we left fifth third bank we met with a banker at XXXX XXXX this banker was able to pull up a copy of the articles of organization that we needed to open up the XXXX account.We happily moved forward with XXXX XXXX.
Company Response:
State: IL
Zip: 60419
Submitted Via: Web
Date Sent: 2020-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: The bank 's electronic payments system does not issue payment when requested, and tries to mask this deficiency by not allowing the account holder ready access to information on pending transactions. This has resulted in one double payment to a vendor and and now two more are pending. The bank has said that they can not cancel a transaction when it is in the " pending '' phase, however payment dates are 4 and 5 days away. To top it off, the customer service rep hung up on me. So much for 167 %, now I'm paying 200 %.
Company Response:
State: IL
Zip: 60188
Submitted Via: Web
Date Sent: 2020-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Deposited a check from my Credit Union for PPP Loan proceeds via " mobile deposit '' to my Fifth Third bank account on business day of XX/XX/20. The funds are not available on the account today XX/XX/20. Contacted Fifth Third customer service line. First contact I was told that the contact they had made to the maker of the check indicated there was a possible issue with the funds being available. The maker ( CU CEO ) then was contacted by me and told me there was not an availability issue and made herself available to intercede with Fifth Third on my behalf to resolve any question regarding funds availability for the check. Second contact with Fifth Third customer service line I was told a second story - that the hold was essentially established due to the large value of the check, {$5100.00}, and that it was a mobile deposit. I was told that I should take the original check used for the mobile deposit to my branch that the branch manager would ( at their own discretion ) be able to complete the deposit / release the hold. This also turned out to not be the case as I found when I went to the branch with the check the branch manager simply stated that she did not have the authority to release the hold. The branch manager stated she was contacting " corporate '' via her workstation - their response was then, per the branch manager, to deny the release of the funds. I am a small businesses owner, I applied for the PPP loan to attempt to keep things together and my bank is giving me misinformation and bad information regarding this important deposit while holding the funds that were written on a valid financial institution 's paper.
Company Response:
State: OH
Zip: 44060
Submitted Via: Web
Date Sent: 2020-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-07
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: This card belonged to my now ex husband. I agreed to settle in full to get it off of my credit report. I then paid them the amount after I requested it to be removed from my credit report, they refused after taking my payment. I am trying to buy a house, and this debt want even mine! Then, last month ( almost three years after I paid them ) they went and added a bunch of late payments, dragging my credit score even further down. I want this trade line deleted please, I can not buy a home with it on there.
Company Response:
State: OH
Zip: 45036
Submitted Via: Web
Date Sent: 2020-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A