Date Received: 2020-05-15
Issue: Credit monitoring or identity theft protection services
Subissue: Problem canceling credit monitoring or identify theft protection service
Consumer Complaint: My wife and I had a car loan with Fifth Third Bank since XXXX.. In late XXXX of this year, my wife had an XXXX with the car. XXXX XXXX deemed the vehicle at total loss. Fifth Third Bank issued us a Total Loss letter dated XX/XX/2020. XXXX XXXX issued and mailed a check to Fifth Third Bank in the amount of {$9400.00} on XX/XX/2020. I noticed that the loan was not paid off on or around XX/XX/2020. I contacted Fifth Third Bank numerous times by phone, email and fax to try to rectify the situation. By the end of XXXX, Fifth Third Bank notified all 3 of the credit reporting agencies that my wife and I were 30 days late on our car loan. Fifth Third has the payoff check from XXXX XXXX in their possession. In total desperation, after countless calls and conversations with Supervisors and loan specialists, I told them I was going to file a formal complaint. Two days later, I received a phone call from XXXX at XXXX XXXX saying she would try to help. She asked if I could call my adjuster at XXXX XXXX and ask they could reissue a check. I said sure. My adjuster XXXX said it would be no problem to re-issue a check. XXXX stopped payment on the first check that they issued on XX/XX/2020 and reissued another check on XX/XX/2020. The check was received by Fifth Third on XX/XX/2020 and paid off the loan. In the interim, my wife 's and my credit score has dropped by almost 100 points each because even though Firth Third could not find the first check .. nor had any Supervisor or loan specialist ever suggested that I ask if XXXX reissue a check ... it wasn't until I threatened them with a formal complaint until anyone acted.. but our credit scores are still -100 points each because of their neglect. I sent XXXX XXXX XXXX, Senior Vice President a formal complaint via XXXX XXXX on XX/XX/2020 and I also filed a formal complaint with the OCC. In total, beginning on XX/XX/2020, I submitted 9 email requests with copies of the check to Fifth Third, 1 fax with attached documents, and countless phone calls asking for help and explaining my situation ... Finally, after me saying that I was going to file a complaint, someone called me back ... Our credit scores are still -100 each and XXXX XXXX XXXX has yet to respond to my complaint. I've never seen a bank so non responsive and just not care. Meanwhile, my wife and I need to buy a new car and we wanted to re-fi our primary home along with our vacation home. With our credit scores being devastated by this total neglect of a bank, we are now put in negative financial situation.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-15
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: I was looking into Refinancing my home who I have lived in since 2007 in XXXX. When the loan officer looked into my mortgage there was no mortgage listed on my credit report as if I dont own a home. I initially contacted the XXXX to resolve the issue with the company. In XXXX I received the money that was missing from my escrow as well as my mortgage adjusted to the different rate and they stated in the letter they would report my mortgage to All three credit bureaus. After two weeks I contacted XXXX to see what the process was, they stated I had to wait 45 days for the creditor to report. I am now filing this complaint because I have reached 45 days and no reporting has occurred. I would like to move my mortgage from Fifth Third Bank and I feel like I am being forced to stay there with no evidence of my credit history or current mortgage. It is effecting my credit score and my well being to found a better mortgage rate. I feel that this is a violation of my consumer rights.
Company Response:
State: KY
Zip: 40216
Submitted Via: Web
Date Sent: 2020-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened an account with a bank for the sole purpose of getting my bills drafted from the account. I received my stimulus check from the federal government that was issued to me from the federal government. I drove to my bank to deposit the check in my account, which seemed to be a normal process. The following morning my debit card was declined while attempting to purchase my groceries. I couldn't understand why so I checked my account online only to discover that my account was over a half million dollars in the negative, so I called the bank, only to be told that it was normal when there is a hold on a check. I still was confused, considering that it was a check from the federal government. I called my bank where the account was opened, and was told something different, so I called back the 800 number and was told that much check was fraudulent. I proceeded to tell them to let 's contact the IRS since that's who sent it, they didn't care to wan na help me resolve this. They assumed I was trying to get over on the bank. It's seemed a bit odd that everyone I know that received a stimulus check was real, but the bank wants me to believe that the federal government issued a fake check to me, or in the banks words, altered. The bank never even considered a courtesy call or email advising me that there was an issue with my account. Besides, if I passed a fake check that came from the government, I strongly encourage the bank to send the police to muff house with an arrest warrant so we can get the court proceedings on the way. The bank closed my account disregarding my monies that I already had in there. I want my money and my check back!
Company Response:
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: When I first discovered the fraudulent charges I immediately contact XXXX XXXX as required. I completed the required dispute form and emailed it on XX/XX/XXXX ; 1 day after I received the form. When I called to report the fraud I was told by your agent that the money would be returned and not to worry. I was also told that the two XXXX and XXXX charges were pending and would be reversed. I have yet to have this money credited and now that also is in dispute. Please listen to the call if you need to verify this information was told to me. As I told the representative I do not drink coffee or tea and very rarely visit XXXX ( see account history ) I also do not have a XXXX account that can also be verified via my account history as well. The XXXX account is clearly not in my name/address and I am requesting the name and account number and all information you have on this account. I am not familiar with your internal policies or procedures but this issue has caused a tremendous financial burden on my family. I relied on your representatives to provide true complete and accurate information. Why couldnt this charge be reversed in a timely fashion as I was told? The other charges should have a video proof that I did not make the withdrawals and/or additional purchases. I am not familiar with most of these places but I do not use the ATM when there is a fess to get This information was requested on XX/XX/XXXX and to date have not been received. I called on XX/XX/XXXX and talked to another representative who told me to follow the instructions in the letter to have the disputes reevaluated. However, the letter does not state this is the procedure? How can we as consumers navigate the system when your representatives are giving different instructions than your written correspondences? Also, the Federal Trade Commission states that under the federal Electronic Fund Transfer Act that I would not be liable if I notified you within two business days after you realize the card is missing. I did notified you in less than 2 days.
Company Response:
State: WI
Zip: 53142
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-13
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: On XX/XX/XXXX I made a charge {$10000.00} on my Fith Third Bank card. Then again on XX/XX/XXXX a charge of {$5000.00} totally {$15000.00}. I made the purchases with XXXX with the understanding that if i did everything instructed of me, I was guaranteed to make at least my initial investment back totally {$76000.00}. Please see " Investment Commitment '' in attachments. Furthermore, the Investment Commitment certificate states if I have not made my money back, they will continue to work with me until I have achieved this. On XX/XX/XXXX, the FEDERAL TRADE COMMISION and UTAH DIVISION OF CONSUMER PROTECTION filed an injunction and a restraining order to cease and desist all business practices. Upon finding out of the business closure, I have reached out directly to the merchant resulting no answers nor resolutions. With no success reaching the merchant, I contacted XXXX XXXX customer service no less than 4 plus times. Each call had a holding time of at least 1 hours before speaking with anyone. The initial call was XX/XX/XXXX where a dispute case was opened. The requested information and additional information supporting my situation was submitted via mail. I recieved two letters via postal mail dated XX/XX/XXXX requesting more information and another dated XX/XX/XXXX a denial to the resolution. I followed up with another call on XX/XX/XXXX to check on my status and spoke with XXXX. She asked for additional information to be sent. I emailed and mailed the requested information again. On XX/XX/XXXX another denial letter was sent. AS it turns out, more information was needed. Fith Third will deny and close the case immediately after sending a letter for further infomation and will only reopen the case if the consumer calls in to find out why? My call to Fifth Third to the second denial was on XX/XX/XXXX. I spoke with XXXX who connected me with XXXX in the Denial Department. XXXX said yet again, more information was needed. I asked how would I have know further information was needed if it's not on the letter? Her reply was " You don't. You will have to call in and ask. '' This company made the disputing process very difficult for the consumer as they only correspond via USPS. Plus the constant " false '' denial letters are distressing as that may be thier goal. Whatever thier culture is, it is not to be on the consumer 's side. I still have yet to hear back.
Company Response:
State: CA
Zip: 94133
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This problem is the same issue I had with 5/3 bank XXXX. Please reference my previous complaint. I made a transfer from my 5/3 Bank checking account to my 5/3 mortgage online prior to the days cutoff. The transfer was made on XX/XX/XXXX around XXXX XXXX. This is before their transfer cutoff time and during normal business hours of branch operation. The next morning I checked and the payment was still in a pending status. This must have been due to an issue with their online banking. The transfer was kept in a pending status until XX/XX/XXXX. Instead of posting the payment on the XXXX they posted it on the XXXX even though I made the payment on the XXXX. They then reported me over 30 days late to the credit bureaus. This is a regulatory violation and they must post the payment on the date they received it even if it takes them longer to process it. They need to remove the 30 day delinquency from all 3 major credit bureaus. Again, this is the SAME problem that I filed in XXXX and you can see it in my dispute history.
Company Response:
State: IL
Zip: 60010
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-13
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I opened both checking and savings accounts with Fifth Third bank. When I tried to close them, transferring the funds to two external banks, I was charged a XXXX dollar fee for transferring the funds to one of them. When I called the bank and asked for an explanation, I was told I was notified of the fee. I had not been. When I asked why I was only charged the fee on one transfer, they told me that was my fault but refused to explain why or how the fees are determined. When I asked to have the rest of the funds transferred, they refused. They, instead, mailed an illegible and crookedly photocopied form. I mailed it and wait for the funds to be delivered via check. My parents each opened and then subsequently closed accounts with Fifth Third bank. Upon attempting to close the accounts, they faced more trouble than I have. XXXX XXXX only allows ACH of {$2000.00} per transaction, now, and charges XXXX dollars per transfer. When I asked to speak to someone in the bank about " Unfair and Deceptive Practices '' since they refused to send or point me to their schedule of fees, have repeatedly given contradictory answers regarding the process to close the accounts and get our money, etc., I was told they don't have a department to handle that type of complaint but that a manager would call me back. It's now been a week with no call. I feel they lie to get new accounts, lie about their fees, and then delay people when they attempt to take their money back and close their accounts. Please investigate as I'm sure my parents and I aren't the only victims of repeated {$3.00} fees with no consistent explanation.
Company Response:
State: IL
Zip: 60076
Submitted Via: Web
Date Sent: 2020-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Fifth Third bank is in violation of the Homeowners Protection Act and refusing to acknowledge their wrongdoing. I have brought the matter to their attention that I have felt I have been overcharged since the account has hit 78 % equity. After 2 months of working with them on a resolution, they haven't provided one and are providing new reasons why they continue to not adhere to the stated Federal law. As far as the timeline, upon realizing that I was being overcharged I reached out to Fifth Third bank on XX/XX/XXXX to cancel the PMI payment, after they stated I needed to request in writing and the PMI would not automatically fall off. I received a letter dated XX/XX/XXXX with cancellation. I expressed my concerns that the PMI was not automatically cancelled and that the agent XXXX XXXX would open a case for my complaint because of my concerns. I was later mailed a letter dated XX/XX/XXXX from XXXX XXXX with the Office of the President which stated the case number and that it would be 15 to 25 days before another letter with more information will be provided.She followed up with a phone call to understand my concerns where I stated that I felt taken advantage of, I had concerns with Fifth Thirds business practices being unethical, and that Fifth Third hasnt acted in accordance to the law where PMI should have automatically been dropped. I also mentioned that I had not received any PMI schedule or amortization schedule upon origination of my loan. I explained how I felt uncertain because of their business practices by the way things were being handled with my situation and recent legal action taken against Fifth Third Bank for agents unlawfully opening accounts without customers acknowledgement with the goal of hitting sales targets. I stated how I was protected by the Homeowners Protection Act and requested back payment in the amount 23 months I had been charged after reaching a 78 % equity. I also stated that PMI is a matter of protection for the bank and I received nothing in return for the PMI they overcharged me to protect themselves. I received another letter dated XX/XX/XXXX that the department was still researching the complaint and that I would receive more information via written response upon the completion of the research. I received another letter on XX/XX/XXXX stating that they are still researching the complaint, apologizing for inconvenience. I called on XX/XX/XXXX to check on the status where I spoke with XXXX XXXX about my dissatisfaction with the time this was taking and how the time provided to me when I first filed the complaint had more than passed. I also discussed a previous issue with them about a late payment charge where I was charged a late payment on a late charge when I switched banks and auto-payment had not gone through after I sent in the proper paperwork multiple times. I stated the representative told me in an earlier call when that was discovered, they could not waive all late payment fees, but she would waive one as a courtesy but I would have to check back on my account to verify it went through. After explaining the previous issue and lack of resolution from Fifth Third Bank, XXXX assured me they were doing everything they can to get the information I was requesting and they were in the final stages of getting a response to me about the case. She also stated she would add the late payment concern to the case as well. When I questioned the length of time it was taking to research my complaint, she detailed the reason for delay was a non-response from the company they are working with on the loan when the timeline was called into question. I received another letter dated XX/XX/XXXX on Saturday, XX/XX/XXXX which advised that the investor is Fannie Mae and that my property is an investment property, where the PMI would only automatically cancel when the loan reaches the half life date, unless the bank receives a written request when LTV is less than 70 %. An enclosed a letter of PMI cancellation was included, but Fifth Third Bank did not provide any documentation of the PMI or amortization schedule I requested. I called back and reached XXXX XXXX on XX/XX/XXXX expressing my concern that the complaint I had raised was not addressed. I stated I was unaware of my loan being classified as an investment loan and wasnt sure it met the criteria for XXXX XXXX to classify it as such. I also stated that it is required by law I receive certain disclosures and notices related to PMI, and that the disclosures are required whether it was an investment loan or otherwise. The disclosures include the initial disclosure at consummation of the loan, annual disclosures on the PMI requirement and an amortization schedule that identifies the PMI schedule. These are identified in the Homeowners Protection Act, section U.S.C. 4903 ( a ) ( 2 ) and 4903 ( a ) ( 3 ).
Company Response:
State: IL
Zip: 60440
Submitted Via: Web
Date Sent: 2020-05-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: 5/3 BANK NA closed my credit card without any good reasons. I tried to find it from them, it's a very long wait time. Even after 1 hr 15 minutes also no success talking to the customer service. This brings down the credit score. 5/3 BANK should understand that opening and closing the credit card impacts the credit score adversely.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My wife and I were contacted by Fifth Third regarding refinancing our mortgage. We decided to proceed and filled out the initial application packet and sent them our personal documents. On XX/XX/XXXX, due to unforeseen circumstances, we asked the refinancing to be put on hold. We received an email back within an hour from our mortgage officer that this was fine and he would do so. At this point we had heard nothing about the loan application as we were very early on in the process. The following day ( XX/XX/10 ), I received a call from someone else at Fifth Third asking questions about the application. I told her we had spoken to our mortgage officer and it should be on hold for the moment, we did not want to proceed with anything. She was unaware of it being placed on hold but agreed and said we could reconvene if we decided to move forward with it. Then, on XX/XX/XXXX our account was charged with a {$390.00} mortgage loan application fee. I responded immediately and they said they were sorry and would try to get it taken off. I immediately reached out to another mortgage officer we know and was told that they should not have charged anything, and unless an appraisal had already been completed it was not too late to reverse anything and we should not be charged for wanting to put the process on hold or cancel. On XX/XX/XXXX, someone drove down our street around XXXX XXXX and stopped to take a picture of our house and then drove off. My only guess as to what this driveby picture could be would be the " appraisal ''. I immediately sent Fifth Third Bank an email about my frustration with them seemingly trying to push this application through after I had requested numerous times it be put on hold and was promised so. They responded back within 5 minutes that the appraisal had been put on hold and they requested the application fee be returned and were still waiting for them to do so. At the end of the email he said " I will let you know when the fee is returned ''. I have all of this correspondence documented in timestamped emails. Despite the loan officers saying that this was placed on hold until we are ready to move forward, I still continue to get emails about appraisal documents to sign. I feel that this has been a poor example of customer service on their part, particularly for something as intimate as people 's personal finances. I feel that this is due to their company being so large and lack of personal attention to their customers.
Company Response:
State: KY
Zip: 410XX
Submitted Via: Web
Date Sent: 2020-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A