Date Received: 2019-10-23
Issue: Trouble using your card
Subissue: Account sold or transferred to another company
Consumer Complaint: Fifth third Bank has been completely reluctant in resolving several ongoing issues. In regards to my secured card I did not want to close, I came into the branch and spoke with Branch Manager XXXX XXXX who previously had been one of the greatest banking representative I have ever dealt with. When speaking with Ms. XXXX I expressed several concerns including XXXX XXXX who is the most informal corporate representative from fifth third I've had to deal with. I decided at that point the bank was literally forcing me to close my secured card. Ms. XXXX informed me then that she reached out to her DM and that he gave her permission to close my secured card early from the XXXX dollar deposit I originally made that opened the account. I was informed that the card would be closed immediately with a XXXX balance despite the company refusing to investigate the fraud charges on the account I was not able to dispute due to fifth third Bank making errors and providing misleading information. The bank had not closed the card but rather has left it open so they can charge extra interests and other fees. I did not want to be forced to close the card then when I was told the card would be closed the bank lied and misrepresented itself and left the card open causing me a disparate impact that has left me in a worse ongoing financial and credit standing due to the actions and lack of actions by this bank and it's employees. I am making this complaint for the record since fifth third bank will not resolve the matter I have obtained the appropriate counsel to proceed further.
Company Response:
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2019-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sent in a mortgage payment in access of my regular monthly payment. Fifth Third Bank applied the money only to my principle and not to my regular payment. They also charged me a late fee. It took several phone calls to get the situation rectified. Once I got someone to apply the moneys sent to my payment and then the overage to my principle I had to wait three days to confirm the changes were made to my account. When asked why they did this, I was told this was standard practice when large payments were sent in. When I asked how I make a complaint to the Consumer Protection Agency about this practice, the agent and her supervisor were unable to provide me with the information.
Company Response:
State: KS
Zip: 66208
Submitted Via: Web
Date Sent: 2019-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-21
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: The issuing bank is Fifth Third Bank, credit card ending in XXXX. In XX/XX/XXXX, I closed a checking account with 5/3. There was an ach of {$120.00} to XXXX XXXX XXXX that was made on this account. I disputed this charge twice, denied both times and paid 5/3 the {$120.00} + late fees and interest charges totaling {$330.00} on XX/XX/XXXX. See attachment statement dated XX/XX/XXXX. This was not the full balance and I asked 5/3 to waive the remaining {$38.00} late fee. They have refused to do so and have continued to add late fees and interest to this account. See attached statement dated XX/XX/XXXX. I have sent numerous messages both online and by phone. I have even filed a complaint with the XXXX with 5/3 refusing to resolve this matter and stating they would no longer communicated with me. I'm seeking the balance, as of this date of {$160.00} be waived. This balance is only late fees and interest. I also want this account closed.
Company Response:
State: IN
Zip: 476XX
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-21
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/2019 I saw a {$140.00} overdraft fee PENDING, so I deposited enough money to make it positive without the overdraft fee. I immediately called customer service and her answer was that I had a {$74.00} overdraft refund last XX/XX/XXXX, so she could not reverse the current {$140.00} fee. I told her that was due to XXXX XXXX charging me twice in the same month for the same service. Management admitted to the problem and I had them on speakerphone with a witness. They later tried to rebuke the statement and said Florida does not allow a witness to overhear conversations. Since I had a XXXX area code he must have thought I was in Florida and I told him I was in North Carolina and they do allow such action. He was taken back. So without the {$74.00} fee she would have reversed the {$140.00}. I also sent an email in explaining that 3 of the charges were from XXXX, a 5/3 product meant to save you money, not cost you money. The PENDING charge of the fee should have allowed me to cover it as I did and that works at all other banks. This is unwise to hide the transaction for a day and then not be able to do anything with it. I took out a cash advance to cover it and that cost me another fee plus high interest. Customer Service just wants to send out some legalize letter to me explaining what happened ; I am not interested. I have worked as a Vice-President of XXXX and know that a policy can be overridden if it is in the interest of customer satisfaction. I am being taken advantage of here and these banking laws are iffy.
Company Response:
State: NC
Zip: 27262
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-19
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Lost my credit card and when I tried to access my online banking due to the fact that I got my credit card from my bank called to report it lost/stolen and found out through them that there were fraudulent activities going on I spent 2 weeks trying to get someone from the fraudulent department and never got a call so later on this ween I get a notification from XXXX that my credit card was closed per my request which the consumer lied on me I never requested to closed I've been trying to reach out to them to resolved this matter and no one called receive a bill statement with activities that I never purchased my credit score drop due to the closed account I shouldn't be held responsible for something I having done and now it may remain on my report for the next 7-10 years
Company Response:
State: GA
Zip: 30297
Submitted Via: Web
Date Sent: 2019-10-19
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I noticed an increase on my loan amount from XX/XX/XXXX for over XXXX, with Fifth third bank. I have tried to talk to them to explain to me about these discrepancies. Today XX/XX/XXXX I called 4 times and every customer service representative has either transfer me and hanged up on me before I can get this issue resolved. I am very disappointed as to how Fifth third bank has handled this issue. These information appeared 2 weeks ago because on XXXX, XXXX and XXXX. I am trying to purchase another property and I can not do it without them changing the information. It appears to me that there is some fraud activity going on and they don't want me to know or to give up clarifying. I have requested for the Fraud Department mailing address and it was not provided to me. I wish some more people come forward and report any of these similar activities with their account.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I submitted for a mortgage refinance and my last mortgage payment with the previous lender ( 53 bank ) was delayed. On XX/XX/XXXX the payment went on but I didn't no so I processed a second payment that went on XX/XX/XXXX. My old loan closed for the amount of {$380000.00}. The extra payment that I did on XX/XX/XXXX included an interest amount of {$1100.00}. That interest amount was extra as they've already charged me {$1100.00} interest on the payment from XX/XX/XXXX. They've calculated my escrow refund at {$4000.00}, which included the escrow from XX/XX/XXXX and XXXX payment, but not the extra interest fro, XX/XX/XXXX. I tried contacting 53 bank numerous times and they argued over the phone with me saying that no, everything is correct on their side and nothing is wrong with my loan payoff, when in fact I paid them {$1100.00} extra in interest. Please see attached all the documents supporting my view. My loan closed in XXXX, which means I should have been charged 9 months of interest for 2019 ( 9 months x {$1100.00} = ~ {$10000.00} ) but I actually paid them {$11000.00} in interest for 2019
Company Response:
State: WA
Zip: 98072
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-18
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: I was 2 months late due to hardship and this company repossessed my car before the grace period ended for the 3rd month. I never received any letters for warning. Afterwards I immediately I paid full amount due and they have help my car hostage for 2 weeks and now they dont answer any calls. Paid full amount due XX/XX/XXXX and today is XX/XX/19 they advise payment cleared but they wont release my car and the repo team wont answer calls. 53 Bank 53bank.com
Company Response:
State: TX
Zip: 75024
Submitted Via: Web
Date Sent: 2019-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-17
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: Looking at my XX/XX/XXXX statement ( Exhibit A ) one sees two segregated balances : - {$9500.00} in current purchases ( on a special promotion to end XX/XX/XXXX ) - {$9900.00} in current cash ( not on a special promotion ) On XX/XX/XXXX, a {$5000.00} payment was made into the account and fully posted on XX/XX/XXXX to the current purchases balance ( XX/XX/XXXX statement- Exhibit B ). On XX/XX/XXXX, the promotional period lapsed on the current purchases balance. Rather than moving to an interest rate of 24.99 % the current purchases balance remained at a low rate. However, the current cash balances interest rate, under no special promotional rate according to the statements, rose 500 % to an interest rate of 24.99 %. It is my understanding that the federal Credit Card Act of 2009 requires the application of payments be made to the higher interest rate balance after the minimum payment, any late fees or balance transfer fees, etc. are first deducted until such balance is paid off. This did not occur. The current cash balance remained at {$9900.00} from the date of the XX/XX/XXXX posting of the {$5000.00} payment through the end of XXXX. As may be seen in the attached statements no payments were applied to what would become the higher interest rate cash balance portion of the amount owed. As I state above my belief is that all payments, including the large {$5000.00} payment, should be applied to the higher interest rate cash balance portion of the account. On XX/XX/XXXX I spoke with a customer service representative, XXXX, in the banks credit card department. She was unable to answer the above question. I asked to speak with her supervisor, whose name she told me is XXXX XXXX. She apologized stating he was in a meeting and could not be disturbed. I then asked whom I might speak with to answer my question. I was transferred to another supervisor, XXXX, who refused to identify himself other than his first name and his badge number, XXXX. We had a XXXX minute conversation during which he said he could see nothing amiss. Finally he admitted there were some irregularities and stated well look into it. He explained that due to security reasons he could not give me his last name or his telephone number. With absolutely no means of following up I requested to speak with his supervisor. He said he would not do this nor would he allow my question to escalate any further. He did, however, promise to send my complaint to the Office of the President. However, upon my asking, he stated he had no access to either a phone number or the name of anyone in the Office of the President. He also stated he was unable to provide me with either a time frame for response nor provide me a copy of my complaint. Then a response in letter form dated XX/XX/XXXX from XXXX XXXX of the Office of the President was received ( attached Exhibit D ). Her letter did not address my question regarding the XX/XX/XXXX payment. It did a thorough job of outlining the 2008 CARD Act but failed to apply its provisions to the {$5000.00} payment. Over the next several weeks I attempted to contact her. I enlisted my father, a XXXX XXXX and a XXXX XXXX XXXX, to assist. After some half a dozen phone calls to XXXX XXXX, she returned his call. He requested and she permitted him to send her the following email ( dated XX/XX/XXXX ), with a copy to me : Dear XXXX XXXX, Thanks for taking the time this morning to speak with me. As I mentioned over the phone our primary request for explanation concerns a {$5000.00} payment made on XX/XX/XXXX and credited to the credit card account on XX/XX/XXXX. This credit card account has two segregated balances within the total amount owed the bank : ( 1 ) current purchases ( on a special promotion to end XX/XX/XXXX ) ( 2 ) current cash ( not on a special promotion ) On XX/XX/XXXX the {$5000.00} payment was posted only the current purchases balance, not to the current cash balance. Its my understanding that under the federal Credit Card Accountability, Responsibility and Disclosure Act of 2009 ( CARD Act of 2009 ) theres a requirement to see the application of payments be made to the higher interest rate balance after the minimum payment, late fees or balance transfer fees, etc. are first deducted and continue until such higher interest balance is paid off. This did not occur. The full {$5000.00} was credited to current purchases. On XX/XX/XXXX, the promotional period lapsed on the current purchases balance. Rather than moving to an interest rate of 24.99 % the current purchases balance remained at a low rate. However, the cash balances interest rate, under no special promotional rate according to the statements, rose to an interest rate of 24.99 %. My hope is to see the XX/XX/XXXX {$5000.00} payment posting be applied to the current cash balance portion, this being what turned out to be the higher interest rate balance, after any required minimum payment, fees, etc. are applied as are mandated under the 2009 CARD Act. If you have a chance please call my cell ( XXXX ) XXXX to let me know youve received this email. I understand your response will be to the account owner, XXXX XXXX XXXX, at : XXXX XXXX XXXX XXXX, OH XXXX Thank you again for your time and effort. XXXX XXXX After not receiving a return call from XXXX XXXX acknowledging the emails receipt and after waiting 10 days for such acknowledgement, my father made several more calls and XXXX XXXX did at last respond with an acknowledgement of the emails receipt. It has now been well over a two months with no further response. Im therefore reluctantly submitting this complaint.
Company Response:
State: OH
Zip: 45211
Submitted Via: Web
Date Sent: 2019-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-16
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I received a loan on a XXXX XXXX in XX/XX/XXXX. I never missed a single payment on the vehicle until XX/XX/XXXX, which was the very last payment due on the loan. We have moved three times in the last couple of years. I'm not sure if they ever tried to send us anything, but we never received it if they did. I went into the local Fifth Third Bank, because I could not find my payment book. That's when I was notified that I was making my last payment, when in reality I had one payment left after that ( the missed payment ). We received an email from XXXX XXXX about the missed payment, and I paid it immediately. It still negatively impacted my credit score by 60 points due to one misinformed missed payment after years of paying on time.
Company Response:
State: FL
Zip: 34638
Submitted Via: Web
Date Sent: 2019-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A