Date Received: 2019-12-27
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My name is XXXX XXXX, I called my debit card company immediately after getting an alert on XXXX or account balance is low. I did NOT Authorize {$510.00} to be transfered from my account. I called immediately filled out paperwork emailed and mailed copys within the timeframe. I want my Money put back on my card Its not right Im not responsible for this happening. I work very hard for my income and I want this fixed. Im very upset everytime I called they say you have to write for response. I did write to the address they gave me for dispute responses and still nothing. I am being taken advantage of and want this corrected Now.
Company Response:
State: NV
Zip: 89122
Submitted Via: Web
Date Sent: 2020-01-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, we closed our current primary mortgage with XXXX XXXX ( XXXX ) in XXXX, Ohio. In XX/XX/XXXX, we were notified that our mortgage had been sold to Fifth Third Bank ( FTB ). We called XXXX and were given our FTB account number for interim use as well as told we would soon be receiving a welcome letter from FTB. In XXXX, We set up auto payments to the FTB account number we were given. These were made as arranged. Though we never received any welcome letter from FTB ( and we have requested it multiple times since ), in XXXX we received notice from FTB that our mortgage was in default and threatening foreclosure. After two full days of discussions with FTB, we determined that the FTB account number we were given was incorrect and with no initial documentation from FTB, we had no way of knowing this. Our payments were credited to someone elses FTB account, but those payments otherwise complied with all other requirements of our account in terms of amount and due date. FTB representatives ultimately transferred our past payments to our account but demanded almost {$900.00} in additional escrow payments. Apparently an escrow analysis was conducted before we received the first and only communication from FTB ( the default notice ) and this analysis assumed we had made no payments. Initially, we were told that if we paid one month of the escrow shortage, all would be even. We paid this amount separately only to again receive a notice of being in default. Upon contacting FTB, we were told the information about one monthly payment resolving the issue was wrong but it didnt matter. Either we pay up or we would lose our home ( this is almost a direct quote from their so-called customer service manager ). She helpfully added that SHE had the last word on this and that we better take this seriously unless we wanted to lose our home. Its worth noting the further incompetence apparent in our dealings with FTB. If each new department I called was to be believed, there was no record anywhere of any of my previous calls.
Company Response:
State: OH
Zip: 43004
Submitted Via: Web
Date Sent: 2019-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-27
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/XXXX I submitted complaint # XXXX-XXXX to your agency. Please refer to that complaint for history leading up to the closed date of XX/XX/XXXX with reference to the response to my complaint received from Fifth Third Bank XX/XX/XXXX. In the letter dated XX/XX/XXXX after a very significant amount of time Fifth Third Bank admitted the errors made within their institution and assured me the resolution was complete and if I concede and accept the resolution to pay {$5400.00} by XX/XX/XXXX all late fees, and ALL LATE PAYMENTS BEGINNING IN XX/XX/XXXX AND THE CHARGE OFF REPORTED TO CREDIT BUREAUS REPORTED IN XX/XX/XXXX WOULD BE REMOVED UPON RECEIPT OF THE PAYMENT. I called the proper department named in the letter prior to XX/XX/XXXX to pay the amount due only to learn that they were not able to locate XXXX XXXX ( represents the office of the president department ) and therefore could not accept the payment??? I tried back the following day and after 61. Mins 54 seconds I was finally able to pay via ACH DEBIT. I placed multiple calls to the department named above XXXX specifically where I left 4 voicemails from XX/XX/XXXX in order to follow up with the removal of derogatory statements on my credit reporting. To receive a voicemail from XXXX XXXX XXXX at XXXX XXXX telling me that I now need to make an additional 3 payments prior to XX/XX/XXXX ( statement dates not specified ) instructing me to pay an additional XXXX x 3 by XX/XX/XXXX. Upon receipt of 3 MORE PAYMENTS THEN SHE COULD REMOVE DEROGATORY STATEMENTS ON MY CREDIT REPORT. I paid XXXX XXXX UP UNTIL XX/XX/XXXX an automatic payment every month until this loan transition to FIFTH THIRD. FIFTH THIRD WAS PAID XXXX TO XXXX AND XXXX PAYMENT TO BE WITHDRAWN THE XXXX THE SAME DAY FOR YEARS. At this time my previous complaint is not closed its open with no resolution completed. All I received were words NO ACTION. They have had many month to sort through this issue as it was brought to their attention 3 times per month for 6 months. NONE OF WHAT WAS PROMISED BY FIFTH THIRD BANK WAS COMPLETED WITH THE CREDIT BUREAUS. I AM IN THE SAME POSITION AS I WAS XX/XX/XXXX FIGHTING WITH A COMPLETELY DISORGANIZED MALFUNCTIONING INSTITUTION THAT CLEARLY HAD NO BUSINESS TAKING ON THIS MERGER. AGAIN I AM THE INNOCENT VICTIM WITH DESTROYED CREDIT AS A BUSINESS OWNER IT MAKES MY STRUGGLE EVEN HARDER. PLEASE HELP ME XXXX
Company Response:
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2020-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, my real estate professionals were contacted by XXXX XXXX of Fifth Third bank and advised that the investor, Freddie Mac, is unwilling to consider a short sale offer at fair market value for my property. The buyer 's offer is currently above the appraised value of $ XXXX, at $ XXXX. On XX/XX/XXXX, XXXX advised the minimum net proceeds the investor would accept to receive is $ XXXX and all she would need is a revised hud1 showing the proceeds would be coming to them. The buyer and my agents made multiple adjustments to meet the investors unreasonable sale expectations and submit a revised settlement statement back to XXXX XXXX with Fifth Third and Freddie Mac netting higher than the appraised value at a full $ XXXX net proceeds the same day, XX/XX/XXXX. We did not hear back from XXXX XXXX for several days, and then on XX/XX/XXXX she advised that she did in fact need more documents other than the revised hud1 she had asked for previously. All remaining documents were provided to XXXX XXXX via email on XX/XX/XXXX. Finally, 10 days after requesting incomplete documents, on XX/XX/XXXX, XXXX XXXX confirmed receipt of all documents again and advised she should have approval for us soon. When my real estate professional, XXXX XXXX, called into Fifth Third bank for an update on XX/XX/XXXX she spoke to XXXX, ID : XXXX. XXXX gave inaccurate information and advised that we still needed to send in the HUD1 with the minimum net proceeds to Fifth Third/Freddie Mac of $ XXXX, which was already provided and confirmed received by XXXX XXXX on both XX/XX/XXXX and XX/XX/XXXX. My real estate team emailed XXXX XXXX to clear up the discrepancy on XX/XX/XXXX, but her email address of XXXX now returns undeliverable. My real estate professionals manager, XXXX XXXX, called in to discuss the discrepancies with Fifth Third and spoke to XXXX again. When XXXX was told that the reason for the call was to address the previous incorrect information she gave XXXX, XXXX became extremely defensive and combative. XXXX was rude and unprofessional. She repeatedly, even after being corrected and supposedly apologized, continued to condescendingly call XXXX by the wrong name ( referring to her as XXXX ). XXXX claimed there was no authorization on file for XXXX, but I have signed both XXXX XXXX 's authorization form and had the Fifth Third form notarized with her name on each. XXXX refused to allow my authorized real estate professionals to speak with a manager or anyone else who could address both her incorrect and misinformed account handling and extremely rude handling of my mortgage account.
Company Response:
State: OH
Zip: 45231
Submitted Via: Web
Date Sent: 2019-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-26
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I got hired by XXXX XXXX XXXX to work for a client called XXXX, upon getting hired they gave me a payroll card from 'XXXX XXXX XXXX ' I only worked for them for 3 hours due to the fact that I thought it was not going to be a good fit for me. I received my wages like normal and decided to find another job. That same week i found another job and decided to use the payroll card to receive my direct deposit. To confirm I called 'XXXX XXXX XXXX ' to ask them if I could use this payroll card for a DIFFERENT employer, they said yes but that I must first upload my documents because apparently they had a different date of birth on file. So on XX/XX/2019 both my deposit went through like normal AND I also uploaded my documents which are A ( IL Driver 's License ) B ( Birth Certificate ). To confirm they had received them I called them on Monday, XX/XX/2019 they ( XXXX XXXX Customer service department ) stated they had not received any documents and that to give them a call back the following day. As XXXX was approaching I became anxious and so I immediately called them back on Tuesday the next day, they told me the same thing, no documents have been received. I was told to give them a call back on Thursday or re-upload my documents but I told them that is not a good option as their website XXXX already SHOULD have my documents and thats sensitive information to be putting out on the internet like that, exposing me to fraud. So essentially they have been unfair in my opinion and unprofessional because of the amount of time its taking and the promises they have made like gives us a call back tomorrow type of thing its getting annoying to deal with them when they keep telling me to just give them a call back and hopefully it gets resolved which it hasn't. My account is locked and without a date in which I can start to use it again. Also they refuse to close the account.
Company Response:
State: IL
Zip: 60638
Submitted Via: Web
Date Sent: 2019-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX, 2019, I applied for a Mortgage Modification through Fifth Third bank, which holds the primary mortgage on my home. I also have a Home Equity Line of Credit through XXXX XXXX. Fifth Third approved the trial for the modification and I was told that if I made three payments in a row on time, the new amount would be my mortgage payment amount moving forward and that would be the end of the trial period. I proceded to make the payments on time ( see attached statements from my bank ) and I am currently up to date on my modification payments. However, after I made the third trial payment, I was told that the modification could not be finalized because a third party, not previously mentioned, needed a subordination agreement fom XXXX XXXX which holds my HELOC. I told them to call XXXX XXXX. The Representative I spoke with at the time said they could not do that to protect my privacy. They told me I needed to call XXXX and get the subordination agreement. I called XXXX XXXX and they told me to just have Fifth Third call them. They said that was standard practice and it happens all the time. I called Fifth Third and they reiterated that they could not and would not call XXXX XXXX. They told em to get a list from XXXX XXXX of the requirements for a subordination agreement. I called XXXX and asked them to send me a list of their requirements for subordination agreement for modification. I forwarded what they sent to me to Fifth Third and it turned ou not to be the correct list. The list XXXX sent me was for a Refinance. At the end of XXXX, I spoke with Fifth Third hoping there had been some progress amongst the banks. Understanding there had been no progress, I arranged a conference call between the two banks and whn i finally got them both on the phone, the representative from XXXX XXXX dropped out of the call. I told the Fifth Third Rep to call XXXX back at the number I used because the two reps had been on long enough to get my permission to discuss my situation. The Fifth Third Representative refused to do this and told me it was TOO MUCH EFFORT. At the end of XXXX, I checked in again and still no progress had been made. At this point I went to the XXXX Branch in XXXX XXXX, NY and sat with a representative who got reps from XXXX XXXX departement that handles loss mitigation and a rep from Fifth Third on the phone. The XXXX Rep said they were faxing over their list of requirements to get the ball rolling and Fifth Third said they would process it. Both banks at that time assured me that this would get things moving and I would not have to worry about this. XX/XX/XXXX, my ex-husband phoned to let me know that Fifth Third had reached out to himinsisting he owes them around {$20000.00} as both of our names are on the mortgage and modification. On XX/XX/XXXX, Fifth Third canceled our modification because they never obtained the Subordination agreement from XXXX XXXX. At that time, they told me my loan was delinquent and I would have to pay them {$19000.00} None of this makes any sense to me whatsoever. I am attaching my bank statements showing that I have been making my modified payments every month on time. I am attaching the business card for XXXX XXXX who assisted me with starting this process. She is a HUD Certified Housing Counselor. I am also attaching the Notice I received from Fifth Third indicating that my home loan is " 154 days and {$28000.00} in default '' and that I am at " risk of losing my home. '' I have also attached the Mortgage Loan Statment for the year showing what Fifth Third says I have paid to date. This entire process is overwhelming and I think that the bank has deliberately done this in order to try to pursue foreclosure on my house. This is criminal behavior.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2019-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-24
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Reference previous complaint : XXXX This matter is NOT closed. The bank 's response is NOT acceptable and does NOT address the question I asked. My question has always been : Where can I see the {$3.00} fee for outbound ACH transfers PRIOR TO LOGGING INTO AN ACCOUNT OR EVEN OPENING AN ACCOUNT?. Telling me I can see it on the screen after logging and in and initiating the ACH transfer process is NOT ACCEPTABLE. I also will NOT accept the generic terminology in the Digital Service Agreement that say 'we can apply whatever fees we wish whenever we wish without advance notice '. I expect a proper answer this time, or for sanctions to be imposed on the bank for failure to properly disclose fees. I opened the account in response to a promotion that offered a {$250.00} bonus awarded to accounts that reached a balance of {$500.00} within 45 days of opening and remained there for a minimum of 60 days. I honored my deposit commitment on XX/XX/XXXX and will let the balance remain until at least XX/XX/XXXX to honor the time commitment. I expect that bonus to be applied no later than XX/XX/XXXX. Sometime after that, I will likely close my account due to the extremely poor management replies to this issue. If the bank prefers to pay that bonus early and close the account, I'll accept that decision, but such closure MUST show as by my request.
Company Response:
State: KY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-24
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I had a call at XXXX to my business, from a caller-id that said it was 5/3 bank. It was a robo-call asking me to call them back as soon as possible due to a problem with my account. I don't believe I have a 5/3 credit card or account. I called back and they insisted on my social security number to give me any information. I of course refused to give it. They insisted, and I of course refused. They refused to look-up the account based on phone-number and insisted I go to a bank-branch tomorrow.
Company Response:
State: OH
Zip: 45014
Submitted Via: Web
Date Sent: 2019-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Fifth Third Bank My credit cards I use to have because of all of this my credit is bad I can't get anything. Fifth Third is saying my account which is closed. That I owe them XXXX.and something change round about estimated. But I made payments to XXXX XXXX which says they sent back or something was wrong. So who gets the payment how do I owe both. Also XXXX account is supposed to be paid off. Suppose to help my credit. Nothing is right. Now I supposebly owe Fifth Third XXXX. XXXX XXXX 400 and something when I only had a credit limit of XXXX How do I owe XXXX? And XXXX canceled with bad credit after suposibly paying off that was my XXXX anyway. If anything they owe me. Everybody is blaming the other person. Somebody figure it out plz. Thanks XXXX
Company Response:
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2019-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-21
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/2019 I was seen a charge appear on my credit card notification from a merchant I use often, XXXX. The charge was for {$440.00} and I immediately contacted XXXX customer service to let them know that I was not authorizing the purchase and that someone had my account information. The representative told me that I needed to contact my credit card company and I then called Fifth Third Bank ( 5/3 ), the credit card department, to inform them of the incident. 5/3 told me that I needed to file a dispute and but I had to wait for the charge to go from pending to posted on my account. Once the charge posted I contacted 5/3 again to open the dispute, they cancelled my credit card and sent me a new one. On XX/XX/2019 I noticed 5/3 added the charge to my new credit card and I immediately called the credit card company again to see why the charge was added on my account. The representative that took my call told me that I was seeing the charge on my account because they spoke to the merchant and the merchant agreed to refund the charge my card. I was told they didnt want me to receive two reimbursements so they had to add the {$440.00} back to my new card. The representative told me that that I would be seeing the XXXX credit appear in a few days which will balance out the charge being added back. As time went by I called 5/3 multiple time letting each representative know that I had not yet received the credit from the merchant and that the balance carried on the card was affecting my credit/debt ratio which ultimately affects my credit score. The representative then told me that I was not receiving a credit because the dispute was closed as final. She told me that in order to get my credit I needed to reopen the dispute and send an email to XXXX letting the department know why the charge was not valid. I sent this email back on XX/XX/2019 and put my case number XXXX in the subject line. After sending this email I had to contact the company several times to inquire about the case and was told repeatedly that they never received the email. I then threatened to contact CFPB regarding how they were handling the case and I was connect to a supervisor who said the document was received and that they needed time to complete the investigation. Today is XX/XX/2019 and the charge of {$440.00} is still showing on my account. As a consumer I am not sure what there is left to do. I explained to the bank and the merchant that I was using the XXXX services often and I believe someone had intercepted my information. The merchant nor the bank is willing to fix this issue. I do not know what else to do.
Company Response:
State: DC
Zip: 20020
Submitted Via: Web
Date Sent: 2019-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A