Date Received: 2020-06-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I noticed my Auto pay stopped for my car loan on XX/XX/2020. I contacted 5th 3rd bank, my auto loan provider, to find out why. The rep told me he was not sure why, but it probably had to do with the fact it was one of my last few payments. I paid off the entire balance on my loan on the phone that day ( {$590.00} ), and shortly after received my title. Now my credit has gone down 115 points!! I have contacted 5th 3rd bank to see what they can do for me, but they said I need to file a complaint. No one told me my auto pay would randomly stop. How would I know?! I honestly thought that the auto pay stopped because the loan was paid off!!! I also received 2 letters from them. One says I owe them {$590.00} on XX/XX/2020, while the other says I am past due in the amount of {$590.00}. Both letters are dated for XX/XX/2020.
Company Response:
State: MA
Zip: 018XX
Submitted Via: Web
Date Sent: 2020-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-26
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I have disputed this with the company but have had issues trying to remove from my record and establishing an account with credit limit according to my credit score of XXXX before fraudulent activity.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-26
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I have had a credit card account with Fifth Third Bank open and in good standing for a few years. I recently ( about Monday, XX/XX/2020 ) checked my XXXX credit report and noticed that my account with Fifth Third Bank was marked as closed on the credit bureau 's report. I had not requested my account with Fifth Third Bank be closed, nor had I received notice in any form of its closure or intention by any party for its closure. On XX/XX/2020, I called the Fifth Third Bank customer service telephone line and spoke to a live telephone agent. I informed the agent that my XXXX credit report was listing my Fifth Third Bank credit card account as closed, and that I had not requested the account closed. I requested the status of my account from the agent and he informed me that the account was indeed closed and that the closure was by the bank for the reason of no activity on the account within a 6-month period. I then requested that my account be reopened, but the agent declined and stated that the closed accounts can only be reopened within 30 days of the account closure and that it had been more than 30 days from the account closure. I informed the agent that I had not previously received any notice of the account closure or of the bank 's intention to close the account. The bank telephone agent stated that I should have received a notice about the bank 's intention to close the account and then another notice once the account was closed, that he did not have the ability to reopen the account after the 30-day window, and that I would have to speak with an account specialist regarding the reopening of the account ; however, the account specialists were unavailable by telephone due to measures taken regarding COVID-19. I was advised to go to a physical branch to speak to an account specialist. On XX/XX/2020 I went to my local Fifth Third Bank branch and discussed the issue with its agents. An agent, upon examining my account information in the bank 's system, determined that there was no notice sent regarding the closure or intention for closure of my credit card account by the bank. The branch agent informed me that she was unable to reopen the account and that it must be address by a telephone account specialist. The branch agent further informed me that the telephone account specialists should once again be available as of XX/XX/2020. On XX/XX/2020, I again called the Fifth Third Bank credit card customer service line and spoke to a bank agent. I requested to speak to an account specialist and was transferred to one. I explained the happenings to date to the account specialist and requested again that my account be reopened. The agent declined, stating that the bank only does such if requested within 30 days of its closure. I explained to agent that I had not received timely notice of the account closure or the intention for its closure, and that, as confirmed from the physical bank branch, the bank had not sent the notices. Were the bank to have provided timely notice of the account closure or intention of account closure, I would have timely provided the bank with notice of my desire for the account to stay open or be reopened. The account specialist agent verified and confirmed that the notices were not sent and then put me on hold while he reached out to someone else to try to approve the account reopening beyond the normal 30-day window given that there was no notice to establish when the account would close or closed. After the hold, the account specialist agent again informed me that the account would not be reopened past the 30-day window despite the bank not sending the notices, and that the bank was not required to send the notices. Fifth Third Bank has failed to provide written notice of its intent to close my credit card account with the bank or of the account 's closure. To date, I still have not received such notice, and am uncertain as to when the account actually closed, except that it would have happened some time about XX/XX/2020. Fifth Third Bank does allow for the reopening of the closed accounts if notified within 30 days of the closure, but it is unreasonable for the time frame to apply if the account holder is not notified of the action taken and when it is taken or to be taken.
Company Response:
State: IL
Zip: 60056
Submitted Via: Web
Date Sent: 2020-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Branch mgr hung up on me when I called for balance to be mailed to me because my account is blocked and I have been requesting stops but bank dies nothing continually. I request my balance and all statements which should be {$4000.00} but bank refused. I am refused online access, I am refused my statements. I am refused my money. XXXX branch Manager is upset and hung up on me.
Company Response:
State: CA
Zip: 91711
Submitted Via: Web
Date Sent: 2020-06-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In mid XX/XX/2020, we began the refinance process with Fifth Third Bank in XXXX, Ohio. XXXX XXXX was the Mortgage Loan Processor. From XXXX, until when we closed on XX/XX/2020, it has been a tedious process at best. We communicated to XXXX XXXX that we wanted closing costs rolled into the loan if possible. He assured us that wouldn't be a problem ( I have the email ). At some point along the way, we were told that our Debt to Income ratio was 1/10th of a percent off, and that we would need to pay something off in order to go forward with closing. Mr. XXXX looked at our debts and suggested a XXXX XXXX credit card with a small balance of {$2200.00}. We went back and forth via email for a while, before it was decided that yes -- that card would be paid off. I suggested to XXXX XXXX that I pay the card off myself to expedite the process and he said NO! That the card would be paid off at closing. He explained that we would bring a check to closing for the amount of the card, made out to the closing company, and then they would pay the card off. Seemed odd, but I figured I had to do what was said. We received the Closing Disclosure on XXXX at XXXX XXXX. It showed that we needed to bring {$2200.00}. That was the amount to pay off the XXXX XXXX card, with the rest of closing costs rolled into the mortgage. All looked good. On XX/XX/XXXX I got a cashiers check for the required amount. On XX/XX/XXXX XXXX XXXX called me to tell me that the money we needed to bring to closing had gone down ( now we needed {$1400.00} ), and asking whether we could get a new cashiers check. I'm a XXXX XXXX, dealing with daily protests, and I told him I wouldn't be able to leave work and get to the bank all before closing that night. Mr. XXXX said he understood and told me that the difference of {$780.00} would be refunded to be from the XXXX XXXX XXXX XXXX company in XXXX, Ohio. At XXXX on XX/XX/20, we received an email from Mr. XXXX which stated, " Mrs. XXXX I wanted to touch base on the funds for closing. You will still bring your check for {$2200.00}, but we only need {$1400.00}. The title company XXXX XXXX will send you a check for the difference.The title company has the closing docs, so you should be all set for tonight. I will be away from my computer tonight, if there are any issues please call my cell XXXX XXXX XXXX. There should not be any issues, but if there are please call me so I can try to help and correct. Thank you, XXXX '' At closing, a woman came to our home. She told us that she didn't know what any of the documents meant, just that we needed to sign each one and to do it in blue ink. I asked her about us bringing the check that was more money ... and when we'd get the refund. She said she had no idea and had nothing to do with any of that. She indicated that her ink cartridge had run out of ink and she didn't have the ability to print a second copy. She said she'd just come back the next day with a copy that she printed out. I told her no, that I'd like her to email me the copies ( as I wanted to be sure I had a copy of the documents ). Late that night we received the email with the copy of everything we'd signed. A few days went by, and I checked the XXXX XXXX card that was supposed to be paid off. It still had the same balance. I called XXXX XXXX from XXXX XXXX on XX/XX/XXXX and she said they didn't have anything in their documents to pay off a credit card. She also told me that my refund of $ 700+ dollars had been sent to me via XXXX. I emailed Mr. XXXX to ask him about it, and he started looking into it. He sent the following email : " Oh my gosh. Ok, I will get on this now. It believe this falls on Fifth Third for not making them aware, but at the same time this should have been on the closing disclosure. I am sorry, I will get this worked out now. XXXX '' It is now XX/XX/20, and I have still not received the {$700.00} refund, my card is still not paid off, and I still have no resolution from the bank. At XXXX today, XX/XX/20, I received an email from XXXX XXXX which said, " Good morning - I do not have a definite answer now, but what I heard yesterday is we are going to have to reclose. They are going to correct this so we do payoff the credit card. That is the problem, the underwriter says she put paying off the card as requirement, but the closing dept did not see it, or it was not sent to them properly, that is what needs to be corrected. I am hoping we finally get it resolved today, but I will keep you posted as I hear more. XXXX '' The second email he sent me said, " You definitely would not pay for a 2nd closing. On bringing more money, I am fighting that, because that is not what was agreed to. It has not been said you would need to bring more money, but I have already said that is not what we want to do, or how this was set up to be. XXXX XXXX Mortgage Loan Officer / NMLS # XXXX '' The third email he sent said : " Here is what happened as best I can explain it - XXXX said we have to payoff the credit card to get the debt ratio in line. That is $ 2200+ That request did not make it to the closing team. But the closing costs, or escrow changed, so we were showing you needed to bring {$1400.00} to closing, but the problem is that did not include the credit card. So I thought, the costs had come down, so you did not need as much for closing. It was the opposite of that, you needed more, because we did not have {$1400.00} rolled into the loan amount. That is the problem now, fixing the {$1400.00} so you only have to bring the {$2200.00} to closing. You are still going to have to give that amount to pay the credit card. I knew the credit card had to be paid, so that is why the XXXX and I both thought you had to bring less to closing, we knew the card had to be part of the payoff, and thought it was listed for closing, but it was not. Does this help? XXXX XXXX Mortgage Loan Officer / NMLS # XXXX '' I feel as though this entire process is wrong. They are holding {$2200.00} of our money hostage, I'm still having to pay the credit card, they can't give me answers. Any type of recourse I may have is going to expire! We closed on XX/XX/XXXX. It's already been two weeks. I refuse to continue going back and forth and being railroaded by a bank that made a mistake and refuses to make it right. I have hundreds of emails exchanged between the bank and I, the CD, as well as the documents from the title company. Please help. Oh, additionally, they haven't paid the necessary taxes that are due XX/XX/XXXX. I've emailed them about it twice but as of today 's date it still hasn't been paid. I will not be paying the late fee for that either.
Company Response:
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2020-06-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-24
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My mortgage Lender Fifth Third Bank During the midst of the Coronavirus pandemic did not receive my XX/XX/2020 mortgage payment ( Due XX/XX/XXXX ) in a timely fashion due to USPS delivery issues. During this time of the pandemic USPS deliveries were not working on normal schedule and had many delays and other issues. Once I received the XXXX Mortgage Payment Statement near the end of XXXX I noticed that Fifth Third Bank stated they never received my previous month 's mortgage payment and I was required to pay both. Simultaneously I received the mailed out check returned from USPS. I immediately called Fifth Third Bank and informed them that my previous months payment was just returned to me and that I would immediately mail out payment for 2 months totaling {$4100.00} via check # XXXX and apologizes profusely. I was told that I could make an " electronic payment '' which is something I have NEVER done and was not comfortable doing at the time. I subsequently mailed out USPS priority mail check # XXXX and saw that it was deposited by Fifth Third Bank on XX/XX/2020 according to my XXXX XXXX account digital copy of the cleared/deposited check. I then proceeded to call Fifth Third Bank on XX/XX/XXXX to confirm that they received the payment for both the past due balance and the current month to bring me current. The representative that assisted me stated my payment was received and I was current and that at my request were going to remove the Late Payment Charges as this was anomaly given my Payment History over the last 10 years of NEVER making a late payment OR missing a payment. At this juncture there was NEVER a mention about them reporting this late payment to the credit reporting agencies. However ALL OF A SUDDEN I received an email from XXXX whom I pay for credit monitoring telling me that due to recent missed payments my credit score which was previously approximately XXXX had dropped to XXXX. When I called to speak to an agent to discuss this atrocity I was told by the first representative that Fifth Third Banks policy is to report any late payments ( defined as 31 days or more after due date ) to Credit Agencies. When I inquired to date of receipt of my payment I was told the payment was not received until XX/XX/2020 which is NOT true as I have proof it was deposited in Fifth Third Banks account on XX/XX/2020 which means they most likely receive my check via USPS on Saturday XX/XX/2020. Additionally when I felt that this response was not adequate I requested to speak to a Supervisor who also repeated to me the same patronizing jargon. When I reiterated to the supervisor that I cant control the quality of the USPS delivery service DURING A GLOBAL HEALTH PANDEMIC that left many Americans sick or at home as per government shelter in place regulations causing multiple delays in USPS service I was told that this is our policy so oh well there is nothing that I can do for your sir which I thought was quite unjust. All I requested is for Fifth Third Bank to remove this stain that they unjustly put on my credit report regarding this payment and of course I was told this was not possible. At this juncture I am fed up with the bureaucracy and rigidness of their policies. When I explained to the Supervisor that I will be contacting the CFPB to file a complaint at that juncture I was told that I would receive a phone call from The Office of the President later that day regarding this matter. That was on XX/XX/2020 and as of today XX/XX/2020 I have not received a phone call on the number I provided/associated with my mortgage account ( XXXX ) XXXX. I am highly disappointed in the unfair, unjust, and generally distasteful manner in which this situation was handled. I would greatly appreciate resolution that involves Fifth Third Bank removing the missed payment comment from the Credit Reporting Agencies XXXX, XXXX, and XXXX.
Company Response:
State: NY
Zip: 11225
Submitted Via: Web
Date Sent: 2020-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started the refinance process on 2 of my properties with 5/3 bank at the end of XX/XX/2020. I contacted them approximately 2-3 weeks after I submitted the paperwork and was given the run around. The mortgage official would not return emails or phone calls. Once I received a response I was told it would take 30-60 days. It quickly changed to 60-90 days. I am a few days away from the 90th day and I still have not closed and do not have a close date. This program was under their easy refinance program. If I start the process with another mortgage company I will be charged the appraisal and other fees from 5/3 bank. I have co workers that have purchased and refinanced homes starting in XXXX with less than a 30 day close with other financial institutions. My credit is north of XXXX and I make XXXX per year. Will you please look into this for me? Thx
Company Response:
State: MI
Zip: 48180
Submitted Via: Web
Date Sent: 2020-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I currently have a mortgage with Fifth Third Bank, XXXX. XXXX XXXX, XXXX, OH XXXX. Over the past three-years or so, I have been making monthly, electronic payments toward my principal and have specifically wrote in the memo section that the payment be applied to my principal. Further, I made an electronic payment to be applied towards my escrow and specifically stated this in the memo and Fifth Third Bank continues to misapply my payments. When I called Fifth Third Bank about this matter, I was told XXXX XXXX is the person who would be contacting me by phone but she never did. I had to log onto their website to get her response. I have been trying to speak with her because I want an accounting of my account over the past three-years but am not able to get her to return my calls. I received a letter pertaining to this matter and the letter stated if I had any questions to call the number in the letter. I called several times and left several messages but no one has returned my calls.
Company Response:
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-23
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Fifth Third Secured Credit card opened without my knowledge but appears on XXXX credit report, carries a balance has been active > 90 days and is impacting my credit score. Have tried to contact customer support at both companies and they could not resolve issue. I do not see the card listed under my account details when I log in to my bank account. I believe this may be a technical issue
Company Response:
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Approximately around XX/XX/XXXX we applied for a loan with Fifth Third Bank in XXXX, Ga. Unfortunately their loan officer had left the company due to illness. The mgr XXXX XXXX had referred to XXXX XXXX ( MLS # XXXX ) in XXXX, OH and initially processed through his associate XXXX. Upon speaking with XXXX, he then turned our loan application over to XXXX " XXXX '' XXXX ( MLS # XXXX ) XXXX, OH. XXXX was to process what would be known as an " Easy Home Loan ''. Had ran our credit and pre approved us for the loan. My credit score was said to be around XXXX fico. Subsequently after a few weeks, XXXX XXXX advised us that she was pulling the loan and sending it back to her branch, however it remained in XXXX, OH with XXXX XXXX ( MLS # XXXX ). Miss XXXX was NOT a favorable experience and had never been in contact with me at any time throughout the process. When questioned about the transfer, Miss XXXX and others were perplexed and offended. Our concern was that we need not what to start over again and go with a conventional loan, costing well over $ 5K in closing costs. We were also offered 4.25 % upon placing $ XXXX in their money market at the time. Miss XXXX ran our credit again, but when questioned about it, she was even more perturbed and ran it a third time, thus causing my credit score alone 9 points and adding several unnecessary hard inquiries against our credit reports. When questioned about the length of time, we were told a few weeks, then " there's a couple people ahead of you '' and up to 3 months, then upwards of 3 to 4 months, due to not having enough staff and staff leaving their company. When I would contact Mr. XXXX about what was going on, we would hear back from our bank manager XXXX XXXX. It turns out that Mr XXXX would inform his supervisor XXXX XXXX and then contact Miss XXXX, who would thus contact me personally. Also, Miss XXXX and/or Mr. XXXX did not give us a pamphlet known as " Know Before You Owe ''. We received a denial letter from Fifth Third Bank on XX/XX/2020 looking back, it looks as though there was a possible cover up and I wasn't to be asking questions. As a result, we believe Miss XXXX foiled our loan and was and upon email request, Friday XX/XX/2020, she and all others have not responded. Below are some notes from my wife ( XXXX XXXX ) and her experience. XXXX, XXXX XXXX 1 ) XXXX XXXX our bank manager at our branch got in the middle and " pulled '' file application from XXXX XXXX XXXX weeks after it began and said it needed to be handled by her branch in Georgia and the loan application process was supposedly sent back to Georgia. Note : XXXX, XXXX, and XXXX are all in Ohio. 2 ) Loan Processor XXXX XXXX XXXX ( MLS # XXXX ) was assigned to our loan application for processing of paperwork to the underwriter ( we don't have name of an underwriter ) 3 ) XXXX repeatedly had problem if we called her and then would inform XXXX if we called. The same happened each time when we would call XXXX XXXX - they would call XXXX and inform her that we called. XXXX essentially wanted XXXX to back off and back down from asking them questions. 4 ) XXXX XXXX repeatedly requested the same documents to the point I finally went into branch and XXXX physically scanned directly to XXXX. 5 ) When the process was initiated with XXXX XXXX on XX/XX/XXXX we were told it would be a relatively quick closing period of about 6 weeks. On XX/XX/XXXX we received a letter in the mail we were denied based on income/debt ratio. 6 ) We never received the following from 53rd Bank : Loan Estimate / Copy of Application / All Disclosures / Copy of appraisal / " know before you owe '' Brochure. 7 ) XXXX XXXX pulled our credit ( 3 ) times in this process and caused valuable points off of our FICO score reports. 8 ) Consequently we later found out through our own investigations that XXXX put the wrong income on our application - which was considerably lower than what our income is by more than 3 times lower. XXXX nor 53rd never supplied any documentations as listed on item 6 ) above. XXXX had no reason to get involved and delay the progress of our application by saying it needed to come to Georgia. We have lost valuable time on this whole process and the points off our FICO score.
Company Response:
State: GA
Zip: 30024
Submitted Via: Web
Date Sent: 2020-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A