Date Received: 2019-12-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter from 5/3 Mortgage/Bank stating that my escrow payment had a shortage of about {$390.00}. I thought this sounded a bit high, so I did some investigating. My taxes went up {$160.00} and my insurance went up {$85.00} giving us a total of {$250.00}. After about two hours on the phone getting transferred from on person to another ( none of which could answer my simple question as to why my escrow went up by more that my taxes and insurance ), I asked to see the math used to calculate this amount. Since has been a federal law for well over 200 years, I did not think that his would be a problem. For no apparent reason, they needed me to submit a request to them in writing??? I sent them my request by mail as instructed. I received a letter fron 5/3 bankdated XXXX XXXX, 2019 stating that an issue number had been assigned ( # XXXX ) and that I would get my requested information in 15-25 days. The letter was from XXXX XXXX, Office of the President. Nothing was ever sent to me by that time frame. I left messages on XXXX 's direct line on XXXX-19, XXXX-19 and XXXX-19 and the calls were never returned nor any letter ever sent. I filed a complaint with the XXXX XXXX XXXX on XXXX XXXX, 2019 regarding this issue, and they have 5/3 Bank under investigation at this time. On XXXX-19 I spoke with XXXX at Consumer Finance.Gov and filled out a complaint form and mailed it in. Apparently it was lost somehow, which is why I am sending this letter again today. I received another letter dated XXXX XXXX, 2019 on on XXXX-19 ( doesn't that seem strange?? ) Obviously the letter was dated falsely to cover themselves. This letter was from XXXX XXXX, Office of the President again stating that I would get a response within 15-25 days. I called and left a message on here direct line requesting a response postmarked that day since it had already been 60 days at that time. Still no response. It is quite apparent that 5/3 thinks they can circumvent Federal Law, which makes this a Felony offense. Also back dating a letter which was mailed 8-10 days later than claimed ( another Felony? ), not sure on that one. Please investigate this as soon as possible. My loan account number ends in XXXX Best Regards. XXXX XXXX XXXX XXXX XXXX XXXX, Illinois XXXX XXXX # ( XXXX ) XXXX.
Company Response:
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2019-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-05
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: I had an issue with this bank in the past when first being told I owed this surprise debt in the summer of 2016. We could not come to an agreement, I refused to pay the surprise debt if they did not reduce it and unless they retrained in marring my credit report. They refused so I did not pay it. Years passed. unfortunately my car broke down. The transmission went. I had no intention of selling my car or getting rid of it. It had XXXX miles on it. A real shame. I could have given it away to a family member who was in dire need of a car and that is what I had originally intended on doing. This bank would not release this title even after three and a half years! They had eventually charged off the debt but still would not release it. Unfortunately for me I could not even dump my car ( sell it for cash to a junk yard ) without a title. No one would deal with me. So i had to settle with them and give them {$150.00} and wait weeks for my title. Terrible. In the meantime I even got a ticket for inspection! The car was on the street. Could not drive. The transmission went. Finally I got rid of the car for a paltry {$200.00} after spending a thousand dollars in repairs only months before the transmission went. On top of this I found out that the bank had actually written off the debt. It is on my credit report! Not charged off. WRITTEN OFF. It states it clearly on my XXXX Credit report, currently. I was told years ago by the DFS of NYS that they could not do this without releasing the title. How did they get away with this? All this bank does is send numerous copies of past invoices showing payments in triplicate! I dont ' know why did they keep doing this. Its a waste of paper. What are they trying to prove? They are talking about the past and the original debt that I owed. Why? that is not what this is about. This is a matter of them taking my money to settle. They took my {$150.00} and still wrote this off? I am going to also report this to the DFS as well. They were not supposed to write off the debt before or after taking my money!!
Company Response:
State: NY
Zip: 10314
Submitted Via: Web
Date Sent: 2019-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-29
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I payed my car loan without delay for 72 months without any problems. When my loan payment book ran out of checks at 72 months, I assumed my loan was paid off and awaited my tittle. That 72nd month payment was on XX/XX/XXXX. I was waiting for my tittle, but had not received it so I called in XXXX and was informed that there were three additional months. I was confused because they did not provide a check book with the correct number of months, but I understood. I paid them for the month of XXXX over the phone and they waived the late fee incurred over the misunderstanding because I had not missed payments before. I then set up automatic payments for the month of XXXX and XXXX for the amount of {$420.00}, like previous payments. That is what I was told the automatic payment should be. On XX/XX/XXXX I received a letter in the mail stating that my account was past due in the amount of {$100.00}. The automatic payments they set up did not correctly pay off the loan as I was made to believe. When I called they refused to waive the late fee I incurred from their mistake and failure to schedule payments in a manner to completely pay off my loan. XXXX This summary was typed by the consumer 's son, with her permission and on her behalf. The service representative 's name is XXXX and her employee number is XXXX.
Company Response:
State: PA
Zip: 17601
Submitted Via: Web
Date Sent: 2019-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: Scam and incorrect transfer by fifth third bank : I was the target of a fraudulent withdrawal on XX/XX/2019 in which {$2000.00} was withdrawn from my shared checking account ( transferred through XXXX ). The scammer contacted on a number that was the same number as the customer service number for fifth third ( XXXX ). The account was shared between me and my boyfriend ; however, all of the funds deposited to that particular shared checking account were solely from my employer. I spent hours speaking to several different representatives to file a dispute and to recover MY funds. I was given multiple answers from different agents. For example, when I first called, I was informed that the funds would be recovered if the investigation determines that I did not send the funds. I was told by a different agent the next day that they would have to recover the funds from the thief in order to provide the funds ( even if they determined that I did not make the transfer ). When I asked what would happen if they couldn't recover the funds, I was told " your balance will be - {$2000.00}. '' Due to concerns with fifth third 's security and lack of protection against fraud, I have been trying for days to transfer my funds out of this bank. I was told that due to the amount, I would either have to come into the bank or I could transfer the funds online. Due to my work schedule, I opted to transfer funds online. I then found out I would need to wait 4 business days for fifth third to verify the external bank. I followed the steps and waited the 4 business days. When I tried to transfer, I received a notification that I could only transfer a maximum of {$2000.00}. When I called fifth third I was then told that the only way I could transfer the amount of funds was to come into the bank or use XXXX ( which I do not want to do since that is how funds were stolen ). If I would have known that I had to go into the bank, I would have adjusted my work schedule to come to the bank. I asked to speak to a supervisor on XX/XX/2019 and explained my concerns with inconsistencies in information and delays in resolving my dispute. I recommend additional training to ensure representatives are providing consistent and accurate information, especially related to sensitive matters ( such as fraud ). I spoke to a representative from the Disputes Department and was told that the recovered funds would be mailed as a check since I closed the account that was targeted. On XX/XX/2019, my boyfriend informed me that fifth third deposited the {$2000.00} to his personal account, which I do not have access to. I was the sole contributor to the account that was targeted and was the sole person who filed a dispute, yet the funds were sloppily deposited to the wrong person 's account. When my boyfriend attempted to transfer the funds to me we were told to either use XXXX ( which was used for the scam ) or to come into the bank. Now I have to figure out a time to take off from work to resolve this when the funds should not have been deposited to my boyfriend 's account in the first place. It has now been been escalated and I'm waiting to hear back. Being the target of fraud was awful but fifth third 's handling of the matter has made this whole experience a nightmare. I encourage people to avoid this bank at all costs. I found out fifth third has mismanaged similar situations in the past ( see XXXX XXXX article - https : XXXX ).
Company Response:
State: MI
Zip: 49546
Submitted Via: Web
Date Sent: 2019-11-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-25
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX, {$240.00} dollars were taken from my Checking account at Fifth Third Bank and transferred to XXXX via 4 charges of {$19.00}, {$24.00}, {$99.00} and {$99.00} in XXXX XXXX I promptly filed a dispute for all of these charges to their Disputes Resolutions Department and, the next day, was granted a provisional credit the next day of the total {$240.00} while the Disputes Department " investigated ''. At the end of the same month on XX/XX/XXXX, {$220.00} of the provisional credit ( the charges of {$99.00}, {$99.00}, {$24.00}, {$19.00} ) was reversed as a result of the disputes being partially denied. This briefly caused an overdraft in my account and a huge portion of the paycheck I'd received that morning was taken from me. I called them immediately to figure out why the dispute was denied and they explained that " the merchant presented information showing that the charges were valid. '' The information is simply my already having a XXXX Account prior to the funds transfer and the {$19.00} and {$24.00} being used for Product Purchases. The denials obviously make no sense whatsoever for several reasons : 1. I DIDN'T EVEN HAVE MY XXXX XXXX AT THE TIME AND YOU NEED TO INPUT PERSONAL INFO. I ONLY I KNEW TO MAKE PURCHASES! 2. The dispute for the {$19.00} was approved yet the other charges were denied, even though all of these charges occurred on the same day. Nothing makes the one charge any more legitimate than others. If anything, the disputes for the 2 charges of {$99.00} should be more likely to be approved than the smaller amounts. I don't even know of any game or XXXX on XXXX Store that costs {$99.00}. 3. XXXX XXXX was completely empty ( not even a cent ) even after the alleged " purchases '' were made. In addition, I could find no record of any purchases associated with the 2 charges of {$99.00} in my Transaction History on my XXXX Account ( online ). 4. If there was funding made to my XXXX account, my XXXX XXXX should've renewed as my account was to auto-renew. However, my Transaction History explicitly states there are " missing charges '' the same day. In other words, there was nothing stating my XXXX XXXX renewed even when my account was funded, and I need XXXX to play most games. 5. The auto-renewals for XXXX XXXX is only {$9.00}. There is nothing to warrant any further charges without my consent. 6. The merchant, XXXX, presented no information what these products were that costed {$19.00} and {$24.00} ; 53 Bank merely took these Product Purchases at face value. 7. My word should be good enough! The money started from my account, and I promptly reported that these charges were unauthorized the same day the funds were transferred. It's not like I'm trying to steal any money from the bank ; I'm merely trying to have my own money returned to me. With that in mid, my word that the funds transfers were unauthorized should've trumped any superficial information XXXX presented. No possible harm is done from giving my money back to me. The denials for these Disputes are clearly the result of incompetence, irresponsibility, sloth, and/or corruption among Fifth Third 's Disputes Department. I, of course, called Fifth Third Bank the next day on XX/XX/XXXX to talk to them about the Provisional Credit Reversal and upon discussing the dispute denials, I immediately emailed them information ( my Transaction history and XXXX XXXX, attached below ) and they re-opened the case. They stated it would take at least 14 days and up to 30 days for investigator to resolve the case ... It is currently XX/XX/XXXX and it has been at least 30 days since this Dispute case has been re-opened. Not only has the case not been resolved but the investigators have yet to even come to conclusion at all. Mind you, this is a process that mostly involves exchanging a few emails with the merchant and looking at pictures ( as basically described the bank department 's own representatives ). Over the course of this last month, I've made at least 10 or more phone calls to Fifth Third 's Customer Support and Disputes Resolutions Department, yet the only answers I get are apologies for my inconveniences while they lifted no finger to fix it. I've even had one of the Department 's workers ( someone above the representatives by the name of " XXXX '' ) hang up on me after repeating " Your 30 days are not up ''. I asked them multiple times to put me through to the working investigator, but they just simply claim that they are unable to give their information or contact the investigators themselves. I may be wrong but this is a Fortune 500 company we're talking about. What kind of company as large, powerful, and productive as Fifth Third can't even contact investigators that THEY are contracting? I understand that these alleged " investigators '' are obviously swamped with several cases beside my mine 's, but considering my case is the result of the Disputes Resolutions Department 's own ERROR, I would think they at least show some effort in trying to return the money they allowed to be taken from me in the first place. All they've done is supposedly leave little notes for the investigators without actually making direct contact with them to make sure they're actually doing their job properly, for the benefit of THE BANK 'S customers. Isn't the fact that these alleged " investigators '' are dealing with so many re-opened Disputes cases partial proof of the Fifth Third 's hazardous incompetence in the Disputes Resolutions Department? That itself is speculative on my part but I've seen so many people on social media complaining about similar issues with the same department. The Provisional Credit Reversal caused SEVERAL inconveniences for me financially and now, I'm worried I'll never see my {$240.00} fully returned to me like it should have been. In summary : A merchant ( XXXX ) took {$240.00} from my Checking account. When I disputed these charges as being unauthorized with the bank, 53 Bank tricked me into a line of credit under the guise of conducting an investigation. After I told them the merchant ( or some employee working there ) STOLE this money from me, they basically NEGOTIATED for PART of MY money, and allowed the merchant to keep MOST of it. Does that sound legitimate at all? I am not a wealthy man. I have expenses that must be paid. I had very important plans for the paycheck I'd made on the week of XXXX XXXX and those plans were completely ruined when Fifth Third Bank took my money from me.
Company Response:
State: IL
Zip: 60649
Submitted Via: Web
Date Sent: 2019-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-25
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: We have had a loan on our vehicle, opened to finance the purchase of the vehicle, issued and held by XXXX Bank since XXXX, account number XXXX. In the last 3 years, our vehicle has been repossessed 3 times for payments that were less than 90 days past due, which is contrary to the terms of our loan agreement. We have established in prior communications with XXXX bank that our contract states that repossessions will only occur after an account is 90 days past due, but that they process repossessions after accounts fall 60 days past due regardless of these terms. We have made numerous attempts to resolve this issue with the company via phone, from discussing the circumstances under which the vehicle has been repossessed, requesting a full payment history of the account, asking for payment arrangements after repossession regardless of the impropriety of the bank 's action and requesting support setting up automated payments to avoid late payments in future. We have been advised by the company that their practices do not align with the terms of our contract ( above ), that automated payments can only be set up by using paper forms submitted through the mail, and that they will not make any arrangements for payment after repossession regardless of circumstance excepting holding the vehicle for up to 10 days prior to sale. Each time this situation has occurred, we have paid the requested amount in full in order to have the vehicle released, as we need the vehicle to transport ourselves to work and our children to school. The first repossession was removed from our credit reporting. While XXXX has subsequently refused to acknowledge any action taken on our reporting, we assume this was removed due to the bank 's practice of repossessing vehicles prior accounts falling 90 days past due, as described above. The last repossession still appears on our credit reporting despite this same practice leading to repossession. XXXX bank is also not providing us with paper or electronic statements for this account, which makes it impossible for us to review and understand our balance or the amount they claim is due. As you can see from the attached images, we have not been provided any notice of these amounts prior to repossession. When we login to our online payment portal, the only thing that shows is that our last payment was due 71 days ago as of today, which, per the Federal Consumer Credit Reporting Act, does not, in fact, constitute 90 days past due. The account information screen does not provide a total amount due, only the amount of the individual payment for each month, as well as the last due date for which payment is due. We also have elected for electronic statement delivery on this account ( see attached photo ), which we've had set up on this account since it was first opened. When we attempted after the call this morning to verify the amount due, we discovered that we have never been issued, nor can we retrieve, any statements for or notices about this account whatsoever. At this time, the bank is requiring payment well in excess of the amount that should actually due on the account before releasing the vehicle, based on the information available to us as account holders through our online portal. We have received nothing in the mail from XXXX bank regarding the status of this account, nor have any statements or notices been issued to us online. On Saturday, XX/XX/XXXX, around XXXX XXXX Central time, our vehicle, a blue XXXX XXXX, was repossessed from our home at XXXX XXXX XXXX XXXX, XXXX, TN XXXX. Payment on that date was 69 days past due. We were advised by the tow company that they received the repossession order by fax or electronic transmission on Saturday, XX/XX/XXXX, around XXXX XXXX Central time. Because XXXX closes their call lines at XXXX XXXX. Eastern time on Saturdays, we were unable to contact them to discuss resolution until Monday, XX/XX/XXXX. On XX/XX/XXXX at XXXX XXXX. Central, I was able to contact a representative, XXXX, in their call center using the number XXXX. In this recorded call, XXXX confirmed that payment on the vehicle was approximately 70 days past due at the time of repossession, and also confirmed that XXXX " considers '' that to be 90 days past due. She advised me that the total amount due to recover the vehicle from the tow company was {$1800.00}. She confirmed that this figure is composed of the following amounts : {$1300.00} past due balance ; {$70.00} fees ; {$440.00} repossession fee. Based on the information provided online, our account payment is set at {$350.00} per month. Payments in this amount for XXXX, XXXX, and XXXX add up to {$1000.00}. It was not stated in our phone conversation what the {$70.00} in fees quoted has been assessed for.
Company Response:
State: TN
Zip: 38116
Submitted Via: Web
Date Sent: 2019-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-22
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I filed a complaint ( number XXXX ) and my complaint was closed because fifth third bank responded ; their response was they were " looking into the matter ''. I continue to be charged interest for a balance transfer that never took place and my complaint was closed because they were " looking into it ''? I am filing another complaint because the bogus charges continue to accrue with no attempt at resolution by the financial institution.
Company Response:
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2019 I placed an order for some jeans. I have only received a tote bag in my package. My jeans were missing. My financial institution needs to issue a chargeback.
Company Response:
State: MI
Zip: 48207
Submitted Via: Web
Date Sent: 2019-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have had a business account with Fifth Third since XXXX. This past year I have been racially profiled, and discriminated against. I am a XXXX XXXX XXXX every time I present a check I am insulted and derogatory remarks are made to me. Recently XX/XX/XXXX. I presented a business check for my XXXX company in the amount of approx. {$7800.00}. They have cashed 3 prior checks all with scrutiny and insults.These are 203k loan checks from a lender called XXXX XXXX XXXX. The branch manager was very condescending asking where did i get this check? Is this fraud? .. I told him this is not a new transaction and a few checks have already cleared from this job Im working on. He proceeded to tell me that this check looks off and even though the check is issued by a XXXX XXXX company that I was a possible crook. He proceeded to to say how hes the branch manager and asking me these insulting questions were normal instead of looking at the transaction history or calling the bank. He gave completed deposit slip and laughed and held my check in his hands. This was not usually they wouldn't put check in drawer. I left only to find they had flag my check for fraud. I called l the bank and said I can give the contract from the lender and all paperwork they refused. Currently I am unable to conduct business and was told they must make sure Im not in a money laundering scheme to further add to insults. My work has come to a halt and my workers we are unpaid. My company is losing money everyday and unable to operate. I called the fraud department and was told it could take 30 or more days to investigate. My company will be out of business and I will lose my bank accounts and credibility I have worked for to achieve.The fact that they do not want documentations or to merely call the institution further displays their sabotage against my company for personal issues. The checks are cut on a 203k loan to the contractor and homeowner.The homeowner endorses check and contractor deposits it.This is a normal practice and one I have already completed a few times with this bank. All transactions have been a hassle and costly against my company.I am being discriminated against I know personally several contractors that bank with fifth third and do not have these complications with the exact same deposit process.If they had an issue with my deposit they could have given my check back and let me conduct business with an institution that respects small businesses. Instead of trying to destroy my company. XXXX XXXX the fraud inspector is aware and was the one claiming i may be part of a money laundering scheme and continued to deny documentation and hurl insults instead.his number is XXXX. Further he has poor communication skills dose n't answer calls while destroying companies. I have a timeline with the lending institution to complete this job. Due to the negligence and harassment and the physical interruption of my business by Fifth third bank I may lose my account and pay fines.
Company Response:
State: IL
Zip: 60426
Submitted Via: Web
Date Sent: 2019-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: At the beginning of XXXX of this year, I notice on my credit reports Fifth Third reportes my mortgage balance as {$110000.00} which is incorrect. I did a modification on my loan on 2010 XXXX XXXX had my loan and Fifth Third was the servicer of my loan. During the modification process I was told, XXXX of my loan was going to be discharge and I was no longer responsible for this amount. I was under the impression all of these year that the balance of my loan was XXXX. I have contacted Fifth Third Customer Service ( Mortgage Department ) and they haven't given me a correct information on this issue. I did request a copy of my loan modification and the paperwork doesn't have my initials nor my wife 's initials ( I am now divorce ) when they say, the XXXX was supposed to be deferred at the end of the loan. The paperwork that they sent me wasn't signed by me nor my wife at the time. I need for the Consumer Financial Protection Bureau to open an investigation about this issue, and provide me with the proof I need since so far, they haven't been able to do it. The 3 credit bureaus haven't been able to provide me with paperwork regarding this issue. I need to know where is a copy of my loan modification paperwork with my initials on each page.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A