Date Received: 2023-10-11
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: On XX/XX/XXXX of this year I booked a car rental for my vacation with my wife in XXXX. What follows is a timeline of events that occurred as a result, culminating in me being conned by the merchant and then further victimized by my bank, which claims to have working processes in place to protect against such actions. 1. After landing at the airport in XXXX, I showed my printed reservation/confirmation number and total to the XXXX clerk XXXX who did not speak XXXX. They took my card and charged it. As you can see from the attached itinerary, the total for this car rental was {$170.00}. Furthermore, I paid {$44.00} for auto insurance coverage at time the reservation was made ( XXXX XXXX 2. When I returned to the States, I checked my card balance to discover that I was charged {$1000.00} for this car rental, in what appeared to be either a scam or a serious accounting error. I contacted XXXX immediately and proceed to receive a proper run around by both phone and online messaging for several weeks. Despite promising to look into and correct the situation by phone, they failed to do so, failed to call or message me back, and offered no attempted solution. However, I did notice that the charge on my card from them had suddenly ( and inexplicably ) changed to {$440.00} on my 5th 3rd Bank account login. 3. Because working with the merchant proved unfruitful, I then filed the dispute with 5th 3rd bank and began a new adventure. To the dispute team, I provided the confirmation email/itinerary indicating the confirmed amount of {$170.00}. I requested the overcharge of {$260.00} be removed from my balance. 4. Weeks passed and I received a call that the Dispute Team needed the receipt from XXXX. The day I received the call from them, I forwarded this email sent to me from XXXX ( including the receipt as an attached Zip file ) to the Dispute Team. 5. More time passed and I received a letter stating my dispute had been denied because I had " failed to provide the needed information. '' I then asked to be escalated to a manager who assured me the case would be reopened, that she would get someone to translate the XXXX receipt ( which is entirely in XXXX ), and that the dispute would be resolved. XXXX. When I called back a week later to check on this I was told the dispute was still closed and that there was no record I had even spoken with a XXXX or that anything else had been done. After hours on the phone with them and numerous other times I forwarded the requested information by email again, I was told there was nothing they could do to help. 7. Therefore, I contacted 5th 3rd 's Ethics department and explained the situation was a significant concern. It was then I received a call from XXXX from the office of the president. After ( I assume she communicated with the Dispute Team directly ) she stated that the security features of the Dispute Teams email did not allow them to open zipped files ( which is how XXXX had sent my receipt as an attachment in their email ). She requested that I save the receipt as a PDF and send it to the Dispute Team again, which I did. At no point prior to this did the Dispute Team tell me they could not open the attachment. Instead, they just denied my claim by stating the receipt was not provided within timeframe [ sic ] which is a demonstrable falsehood since I have numerous emails indicating it was provided the very day it was requested. 8. This would be understandable and not perceived as an obvious attempt to deny a valid claim if not for the events that followed. Although I had sent the XXXX receipt as a PDF to the dispute team as requested, I then received another call from XXXX relaying the message that they said they still havent received it. XXXX suggested I provide it to her boss, XXXX XXXX, and gave me her email address XXXX, who would forward it to XXXX because she didnt have an email where I could contact her. Although this sounded odd, I complied and sent the PDF to XXXX who I assume forwarded it to XXXX, who forwarded it to the Dispute Team that I had already sent the PDF to in the first place multiple times. 9. Although one would think this solved the problem ( the charge amount on the receipt was clearly MUCH higher than the confirmed reservation amount ), it did not. Numerous calls with both XXXX and the Dispute Team followed, along with further statements that they were investigating and appeared unable to recognize that a discrepancy between a confirmed reservation amount and a much higher charge actually applied was an inappropriate overcharge. During one conversation with ( I apologize, but in all the back and forth I cant remember whether it was the Dispute Team or Suzie ), I was told the higher amount on the XXXX receipt was because I was charged for extra days, fees, and insurance. 10. At this, I demonstrated to them that the car was returned on time and I noted that I possessed ( and still possess ) photos showing there was no damage, the odometer reading, that the car was returned full of gas, and so forth. At no point did we do anything that would trigger an additional charge and an additional charge being made was never mentioned to us by any XXXX staff person either in XXXX or the US. 11. XXXX said that if I could demonstrate I had already paid for insurance this would help them complete the dispute. I showed them a screen shot of their own records ( my 5th 3rd account showing they had collected the insurance charge at the time of booking ). I thought, surely, this will resolve the situation. 12. Next, however, I received a letter ( signed by XXXX XXXX XXXX again denying the claim that had stretched at this point nearly 4 months into the dispute process, stating, the Dispute Resolution Department found that the transaction was validOur records indicate the dispute will remain denied. If you have proof that the merchant is willing to issue a credit, you can provide that proof and the case will be reopened for an additional review to be completed. So, ultimately, after I told my bank that the merchant was uncooperative, necessitating the dispute, their response to me was to return to the merchant for help. 13. Obviously, this made no sense to me. I provided all of the information they requested and more, pushing back every time the Dispute Team attempted to claim I had not sent information or that the reasons for the charge were valid when they clearly were not ( there were no extra days of use, no damage to the vehicle, insurance was paid for at the time of booking, etc. ). It was at this point that I recognized 5th 3rd Bank appeared to have a vested interest in denying my claim and had no intention of honoring it. 14. After calling and speaking with a representative of the Consumer Financial Protection Bureau, I was dismayed ( but not surprised given the circumstances ) that 5th 3rd Bank has received XXXX other complaints, with XXXX focused on credit card issues like the one I am experiencing. Learning about the ongoing lawsuit against 5th 3rd Bank from XXXX was eye-opening considering the charges of them failing to adequately address misconduct, acting under false pretenses, making false representations, engaging in unauthorized transactions, taking actions against consumers without permissions, and other violations of multiple consumer protection acts. Considering this information, I understand I am not alone in this maltreatment of customers and, as a result, I will be paying off the existing balance with 5th 3rd Bank and canceling my credit card with them very soon. Even so, I feel it is only fair that they honor my dispute in light of ( what I feel is glaring evidence against the merchant, XXXX ), and refund me the overcharged amount. 15. Though most communications were by phone ( XXXX would not provide her email address, XXXX never responded to my contacts in writing, and the Dispute Team never replied to any of my emails, preferring instead to mail denial letters ), I have provided the written information I sent to 5th 3rd bank for your review. If there is anything further you need to review this case, please let me know and I am happy to provide whatever is needed. *Please note, I have also attached the receipt emailed to me from XXXX XXXX which I provided to 5th 3rd bank numerous times. Although they said that they translated this into English, and although I requested a copy of the English version since I do not speak XXXX, this was never provided to me, so to this day, I am still unable to actually read what the receipt says in English.
Company Response:
State: KY
Zip: 42718
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Per 15 USC 1681a ( d ) ( 2 ) ( A ) ( i ) of the FCRA, a " consumer report '' explicitly excludes " report containing information solely as to transactions or experiences between the consumer and the person making the report. '' Yet, transactions from my account were reported negatively, exclusively involving interactions between myself and your corporation. This unequivocally runs afoul of the aforementioned FCRA provision. In accordance with XXXX compliance standards, I request that you promptly provide me with the XXXX compliance disclosure governing the reporting of transactions to a consumer reporting agency. Furthermore, I insist upon the immediate removal of the transactions reported in as late from my consumer reports, as they flagrantly violate federal law. I must stress that my inquiry does not concern validation or verification, and I expect no further delay in addressing these urgent matters. I also draw your attention to 15 USC 1666b ( a ), which explicitly prohibits a creditor from treating a payment on a credit card account under an open-end consumer credit plan as late for any purpose. In light of this provision, I reiterate my demand for the expeditious removal of the above-mentioned transactions from my consumer reports.
Company Response:
State: NY
Zip: 11553
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I notified via email that i was disputing a charge I had paid with my debit card ( compliant to regulation E ), the product/service was not as described or listed. I sent the initial email on XX/XX/XXXX. On XX/XX/XXXX, I received a phone call from a woman named XXXX, stating they would initiate the dispute and communicate in writing. On XX/XX/XXXX, I had not received any letters, paperwork, or seen the dispute initiated in our bank account. So i sent a follow up email on the matter. I had not received a follow up by XX/XX/XXXX, so i opened a claim with the XXXX. On XX/XX/XXXX, I received a call from XXXX again at 53rd, stating that it was being placed in dispute. So from XXXX ( XXXX Calendar Days & XXXX business days ) I had not seen anything on my account or received an email/letter around the transaction. On XX/XX/XXXX, I received a response to my XXXX claim electronically & then a follow up call, now from a gentleman named XXXX. The response via the XXXX was from XXXX XXXX with 53rd Bank, and she sent documents that were mailed on XXXX & XX/XX/XXXX. However, they mailed them to a very old former address on file. I confirmed with the bank 's customer service that my address was and had been updated in their system. I received the letters via mail forwarding in once on XX/XX/XXXX and again in early XXXX. However, in their response on XX/XX/XXXX, I was able to print them and complete. I sent them via email to the XXXX on the XXXX and again on the XXXX. On XX/XX/XXXX, I received a XXXX response from the bank that the Chargeback had been filed with the merchant on XX/XX/XXXX. So the charge back was initiated with out any documentation that i completed, furthermore a previous response says the documents were mailed on XXXX ( to an old address ). I am unsure how they file a chargeback the same day they send me the documentation to complete, in order to file it? Beyond that they continued to send the same response via the XXXX messaging. The dispute had been opened and to allow 90 days. They did not address my concern at all of not having my documentation on file. So fast forward to XX/XX/XXXX, I received no letters, no communication, since XX/XX/XXXX. I see that my checking account was disputed the provisional credit. I have not been provided any information around the dispute and why this was done. The bank has confirmed they have my correct address on file, my email address, and phone. I received no notice of this happening. I sent a rebuttal to the XXXX around my concerns & issues with how this was handled. I have had nothing resolved. I had photos, documents, etc pertaining to this dispute case all to find out that it was sent for a chargeback the day they mailed forms to my old address. What can be done about this issue?
Company Response:
State: KY
Zip: 41018
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: We closed our checking account on XXXX XX/XX/2023, but discovered that Fifth Third Bank continued to draw funds ( {$150.00} ) from our XXXX XXXX account when we received our XXXX XXXX statement a month later and saw the debit. I contacted Fifth Third Bank to find out why they were continuing to draw fund from our XXXX XXXX account to be deposited in a closed Fifth Third account. They denied that they had initiated the transfer or that any transfer had even taken place. I explained that it was in black and white on my bank statement. They accused XXXX XXXX of initiating the transfer. The mystery was solved a few days later when I found an automated message in my " spam '' folder from Fifth Third " informing '' me of the transfer. I contacted XXXX XXXX and was advised to place a stop on any future withdrawals from Fifth Third Bank since they were either unwilling or unable to assist. The stop was placed. Fifth Third Bank claims that they did NOT get the funds from XXXX XXXX. However, my XXXX XXXX statement shows a debit. I spoke to XXXX XXXX and they confirmed that the {$150.00} was transferred to Fifth Third Bank, and NOT returned to them. When I closed the Fifth Third account, I physically appeared at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX met with a BANKER, and CLOSED the account in XXXX. It was later discovered, unbeknownst to us, that Fifth Third Bank REOPENED the account, they later claimed, so that they could cancel the automatic transfers. The account remains OPEN as of XXXX XX/XX/2023. I received a statement from Fifth Third Bank on XXXX XX/XX/2023 ( dated XXXX XX/XX/2023 ) showing a NEGATIVE balance of {$150.00} ( the unauthorized transfer amount ) with a {$37.00} service change. I spent another 2 hours on the phone being transferred from one person to the next, and in the end was told to " research it with XXXX XXXX. '' I was also threatened that if I did not pay them, they would make a " report to the credit agency damaging my credit. '' I do not owe Fifth Third Bank any money. This is an UNAUTHORIZED account that Fifth Third Bank had no right to reopen after it was closed and they refuse to close the account today ( XXXX XX/XX/2023 ) and end the relationship. I have spent hours and hours on the phone being transferred back and forth to numerous people, been given bad information, and still this is not resolved. This is a continuation of a complaint that was previously closed.
Company Response:
State: FL
Zip: 33709
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Problems at the end of the loan or lease
Subissue: Problem related to refinancing
Consumer Complaint: On XX/XX/2023 XXXX received a Payoff Quote in the amount of {$9600.00}. On XX/XX/2023 I refinanced my vehicle through XXXX and a XXXX 's dated XX/XX/2023 in the amount of {$9600.00} was mailed certified. On XX/XX/2023 Fifth Third Bank received and deposited my payoff check. To date, these funds have not been applied to my account and l have been making XXXX car payments for the same vehicle. I have called their Customer Service line on XXXX occasions and have opened XXXX service requests. As instructed by their Customer Service Department l have faxed the cleared XXXX 's check with their endorsement on the back on XXXX separate occasions. On XX/XX/2023 l received a letter from Fifth Third stating that at this time Fifth Third is unable to process my request due to insufficient information or due to the current status of my loan. I was instructed to call Customer Service. I called their Customer Service Department and was given a list of excuses as to why my check hasn't been applied to my account which included that l mailed it to the wrong mail drop, even though I mailed it to the mail drop provided on the Fifth Third Bank Payoff letter. I was then told that because mailed it to the wrong mail drop, the check was shredded. The Customer Service Representative instructed me to request another payoff and submit funds again. This Customer Service Representative told me that l would not be reimbursed for all the payments I have been making over the months since the check was received and deposited by Fifth Third Bank. Fifth Third Bank has deposited my check and is refusing to apply the funds to my account.
Company Response:
State: WA
Zip: 98011
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Starting XX/XX/XXXX, our mortgage went up from XXXX usd to XXXX usd because Fifth Third Bank somehow CHARGED DOUBLE for the property taxes. We wrote and called. We sent an email XXXX XXXX back in XX/XX/XXXX, and 4 more times after that- as instructed - and never heard back from them. Fifth third bank charges us {$300.00} more per month on mortgage since XX/XX/XXXX because they assumed that they received XXXX property tax bills from XXXX XXXX for the year of XXXX. This is INACCURATE. Please see the explanation below by XXXX XXXX " The screenshot you included in your email appears to be a projection made by your mortgage company for the XXXX tax. The XXXX tax assessment has not yet been finalized by the Department of Tax Administration, but it should be available around the first week of XXXX. '' XXXX XXXX also attached a screenshot of the ONE property tax bill for XXXX, due XX/XX/XXXX. Since we already paid that in the escrow account : Fifth Third needs to make that payment. We have called the customer service about 10 times and each time they asked that we emailed the issue to Fifth Third Tax Dept at XXXX. WE NEVER HEARD FROM THEM EVER. We keep paying {$300.00} extra per month with no end in sight. We want to file a complaint - and if that is not enough, a legal action.
Company Response:
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-08
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: I was going to use my business checking account or personal debit card to make payments but was advised that I can not use any account that is not under my name or a debit card. Debit card because it will cause payment failures. From my understanding making a payment via debit card is faster as the funds are withdrawn immediately and there would be no concerns with a payment return like it happens with checking/savings account as it takes days to withdraw and can be disputed afterwards. If I came across an issue where I needed assistance and family wanted to help with payments I would not be able to get help to make the payment online as I have to have the bank info under my name. This causes for additional struggles and additional interest to accumulate on my loan. I could be making the payment same day with a debit card if the payment fell on the weekend but because they won't accept it the payment moves to the next business day causing more interest that I was trying to avoid. When getting this loan through this company there were no indications that I would be tied on how I could make my payments. They don't think about making it easier on the customer or try to aid in making improvements for a better customer experience.
Company Response:
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2023-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-07
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: XXXX, our bank charged me a {$37.00} overdraft fee for a XXXX XXXX XXXX XXXX purchase that they said put my account in the negative. I tried to place that order twice the first time I placed that order it was declined because I didnt have enough funds and XXXX XXXX XXXX XXXX sent me an email saying that the order was not going through the second time I placed the order I did have the funds in the account so Im trying to understand why Im being charged a {$37.00} overdraft fee for funds I clearly had in my account because I had to have the funds in the account before they can even place the order for XXXX XXXX XXXX XXXX
Company Response:
State: IL
Zip: 60636
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act Fifth Third Bank and XXXX XXXX have violated my rights. Under 15 USC 1681 Section 602 states I have the right to privacy. 15 USC 1681 Section 604A Section 2 ; it also states a consumer reporting agency can not furnish an account without my written instructions Under 15 USC 1666B ; a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response:
State: TN
Zip: 37087
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: About a year ago, I suffered a financial scam in purchasing a RV. I currently owe {$35000.00} to fifth third bank for a RV that is only worth {$15000.00}! I am completely upside down. The RV dealer completely lied to me saying this RVs MSRP was {$32000.00} but after the fact I found out it was only worth $ XXXX! I talked to the RV dealer, XXXX XXXX XXXX, XXXX, TX, about canceling the whole deal before I ever picked up the RV they said they couldnt cancel it I all ready signed the paperwork. I talked to Fifth Third bank a week after this deal they told me same thing- nothing they could do I signed the paperwork! If the RV dealer would have been honest with me about the value of this RV-I would have never ever agreed to it. And I wouldnt be in the situation I am now. How can a bank knowingly give me a loan for {$36000.00} on a RV that is only worth $ XXXX??? Fifth Third bank and XXXX XXXX scammed me. I am completely sick over this whole ordeal. I am stuck with this RV worth {$15000.00} and I owe {$35000.00}!!! It should be illegal for companys and banks to deceive consumers this way.
Company Response:
State: MS
Zip: 397XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A