Date Received: 2019-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My complaint is against my mortgage servicer - Fifth Third Bank I pay my own insurance and taxes and do not use the mortgage company to escrow. XX/XX/XXXX I switched home insurance companies from XXXX to XXXX. I few months later I received a notice stating the mortgage company would place force placed home insurance on my home unless I provided proof of insurance by uploading a copy of my statement to the website they provided. About 45 days later I received another notice claiming they would be placing insurance unless I could provide proof the period of XXXX. I was still with XXXX ( the company I had been with for 3+ years ), but loaded proof of insurance from the carrier to their site. In XX/XX/XXXX, I received another letter stating they need proof. This time I called ( XX/XX/XXXX @ XXXX and spoke with XXXX ) and advised that I have provided this multiple times and they needed to correct my issue. I was assured by the representative that all I needed to do was provide my insurance carriers name and number and he would call the agent directly to have all this cleared up. I said I would not be happy if I received another one of these letters or worse yet, they force placed insurance when my home has been covered with no lapse in coverage this entire time. He advised me he would have it all taken care of and to not worry. I asked if i could wait on hold while he called, he said no. I asked if I could get a call back when it was taken care of and he said no, but don't worry, he would take care of it. Today I received a bill from Fifth Third Bank for the cost of them to provide insurance for the dates of XXXX. I immediately called them to speak with someone. I waited on hold for 25 minutes and the call was disconnected. When I called back, the recording said they were closed for the day and to please call back during normal business hours.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-15
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: I received a phone call from XXXX ( XXXX ) XXXX at around XXXX eastern time on FridayXX/XX/XXXX. They left a voicemail, which I have retained. It appears to be a process service company, but when calling the number back I get either a voicemail for " XXXX XXXX with the Process Service Dispatch Unit '' or I get a live person by the name of " XXXX XXXX '' who has a similar voice. I have not been able to ascertain what the company 's actual name is. They left details in the voicemail stating that a process service attempt would occur between XXXX and XXXX on Monday XX/XX/XXXX at my residence and they gave the address of that residence in the voicemail. They also contacted my father and a family friend and left the same voicemail. They also stated the phone number of the firm that was filing the action against me. This was given as XXXX and I was given a case number to reference. The voicemail stated that I or my attorney should call the given number as soon as possible. I called this number at around XXXX eastern time. It was answered as " legal department '' and after giving my case number I was transferred to someone named " XXXX XXXX ''. This person said I had a debt of {$1400.00} dating from XX/XX/XXXX in the form of a bank account with 5/3rd Bank that was closed due to being overdrawn. My last dealings with 5/3rd Bank were back in XX/XX/XXXX. XXXX said that I was going to be served with a summons, and that failure to appear would result in a summary judgement against me for the full amount plus court fees and the costs of representation. She stated that a lien could be placed on my property, my wages could be garnished, and that they could file a derogatory action against my credit report. At this point she offered an out of court settlement amount of {$960.00} that could be taken care of at any time up to and including close of business that day, which she gave as XXXX Pacific time, and she said " after that there is nothing I can do to help you out ''. I asked for the firm information, and was told that she works for a law firm with the name of XXXX and XXXX, and that the address is XXXX XXXX XXXX, XXXX XXXX CA. XXXX. I had not received any written request for this debt prior to this, so I was not comfortable making payment without so kind of assurance that this was valid. I asked what my recourse was if I wished to dispute this and XXXX indicated that I would have to receive the summons and then essentially plead my case before the judge, but that I could still get back in touch with her before the close of business that day. I got off the line, made notes about the phone call, and went through my records. I have nothing on my end to indicate that this is a valid claim. I attempted twice that day to get back in touch with XXXX at the previous number, but had to leave a voice message both times. I said in my second message that I would be at my residence during the time frame indicated to receive the service of any summons. On Monday I tried to call the process server who initially called me to verify that they were coming by, but was told by them to contact XXXX and XXXX for any questions I had. So I called XXXX and XXXX again and left another message. I got a call back from XXXX from XXXX XXXX again. I asked her if she was still sending the process server and she said I would have to check with the process service company. I asked for written verification of this debt because I believe it is required by law, but she indicated that we were " past that because it has been sent over to the process server and you are going to be taken to court ''. I stated that I still do not believe the claim is valid and that I would still like a copy of the verification of the debt for my records. She offered to send it to me by mail and email. I also indicated that I felt this would be thrown out as an invalid debt because of both its age and because I have not received any verification of this debt prior to this action being taken. She at that point became quite confrontational, telling me " If I've got it all figured out I can tell the judge how to do his job and he'll just dismiss it ''. I was taken a bit aback and again mentioned that I do not feel this is being handled in accordance with standard debt collection practices, at which point she said " This is not a debt collection company sir, this is a law firm ''. I am a bit confused how a firm who is " not a debt collection company '' would be willing to offer to collect a settlement amount from me in the first place. She ended the call before I could give her my email address, which is one of the few things they didn't say they knew about me. I did a bit of digging and I can not find a XXXX and XXXX law firm in XXXX XXXX through any web search. I also tried digging into the California and Florida Department of State websites looking for law firms with that name. The address given is a large office building with many law offices that I could find, but I was not given a suite number by XXXX XXXX when we spoke. I also tried to search my own name in both my county and other jurisdictions to see if there are any pending court cases that have been filed, and could find none as of this writing. I waited at my residence the full day, 7 feet from the front door, and no process server came during the entire XXXX to XXXX window they mentioned. I have tried to call back both the number I originally received the process service notification phone call from and XXXX at XXXX and XXXX, but I have not received any response and we are now an hour outside the window they mentioned. I have lost a work day due to this threat of litigation. Either the threat was empty and therefore not in keeping with the law, or they are attempting to circumvent actual service and get me trapped with a summary judgement when I don't appear to a court date that I was never made aware of. I am strongly considering getting a lawyer to assist with this, but seeing as I can not find any information on these firms, I am starting to believe they are completely fictitious names and I won't be able to hold them accountable. What's most worrisome is that these people had detailed information about me. They read back my current and previous addresses, my social security number, my drivers license and date of birth all without me giving them any of that information. They know more about me that I may ever know about them and that is unsettling. If this debt is legitimate, I would be more than willing to deal with it. However, I have not been supplied with anything that indicates to me that it is valid before being faced with a phone conversation that essentially says " pay now or we'll see you in court, and by the way you have just a few hours to decide which way it's going to go ''. It is even more stressfull because even if I was inclined to pay after my initial conversation with her, I was unable to get back in touch despite multiple calls and two voicemails. The deadline passed and I have no further recourse. I still have not received any summons, nor have I received any written verification of this supposed debt.
Company Response:
State: FL
Zip: 32750
Submitted Via: Web
Date Sent: 2019-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My refinance loan that was closed with fifth third on XXXX has been completely messed up. They also have not even paid the allotted funds to their fifth third trio card and I have continued to accumulate interest charges. The title company also sent me an extra check for a capital one account that I do not have. I have reached out to multiple people at fifth third with no response and also contacted the title company who also provided no answers and told me I just need to contact fifth third.
Company Response:
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2019-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was sold to Fifth Third Bank. Fifth Third Bank has not paid my home owners insurance to XXXX even after several calls to the bank AND submitting proof of insurance as requested on their website. Additionally, Fifth Third Bank has raised my mortgage monthly payment by over XXXX dollars with no explanation. Calling the service center has lead to lots of hold times and transferring but never any explanation why my mortgage payment has jumped. I have a conventional loan with 100 % on time payment history. Am looking for more help in getting Fifth Third Bank to co-operate and put my payment back to the original amount and also pay my home insurance to XXXX as my previous mortgage holder did.
Company Response:
State: AZ
Zip: 85339
Submitted Via: Web
Date Sent: 2019-07-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: PERTAINS TO THE LOSS DRAFT DEPARTMENT! NOTES FROM XX/XX/XXXX ACTIONS REQUESTED/REQUIRED : ( 1 ) If necessary, reopen this claim as it never should have been closed. a. First repair authorized by XXXX XXXX resulted in a horizontal zebra strip sided house that your first inspector approved ( XX/XX/XXXX ) but that I found unacceptable and continued fighting with XXXX. b. You were informed of this via multiple conversations at the time. XXXX XXXX acceded to my demands finally and agreed to redo the entire side/elevation. That amended settlement notice dated XX/XX/XXXX was sent XXXX XXXX Mail ( signature required ) and was delivered along with the pending check of {$10000.00} to you on XX/XX/XXXX. d. As neither XXXX XXXX nor I have received any proceeds from this check, it is still being held by Fifth Third. ( 2 ) Attached is the newest XXXX Notice dated XX/XX/XXXX from XXXX XXXX. a. I called Fifth Third ( XXXX ) on XX/XX/XXXX XXXX AM CT and spoke to XXXX ( spelling? ). She was going to investigate the status of the missing funds and call me back NO ONE EVER CALLED! b. Since an inspection was done by Fifth Third on the original repair which I found unacceptable but which your inspector passed, I am assuming that a re-inspection will NOT be necessary. ( 3 ) Please expedite the release of the {$10000.00} that you have been holding since XXXX. NOTES FROM XX/XX/XXXX Number Dialed : XXXX ( 1 ) ( 3 ) Claim : XXXX Employee : XXXX Discussion Notes : - I repeatedly asked for a supervisor but never got XXXX. - I related the information contained In the XX/XX/XXXX fax cover sheet and supporting attachments. - XXXX said that his notes were showing 2 claim amounts : $ XXXX and $ XXXX - I explained they were the same claim as their inspector approved the first repair even though one side of the house had a major horizontal zebra stripe that I did not approve and that I went back to the insurance company and fought to have the whole side repaired AGAIN - XXXX XXXX issued a check dated XX/XX/XXXX for {$10000.00} that was made out to Fifth Third and XXXX XXXX o XX/XX/XXXX : check mailed via XXXX XXXX # XXXX o delivered to XXXX XXXX XXXX XXXX, Fifth Third Bank, XXXX XXXX XXXX XXXX MD XXXX, XXXX, OH XXXX o email notification sent to XXXX o delivered Thursday XXXX XXXX XXXX XXXX OH XXXX o signed for by XXXX XXXX - XXXX noted that check was deposited on XX/XX/XXXX - XXXX started telling me that it was dispersed in XXXX when I interrupted him to repeat that XXXX ( spelling? ) had told me that when I spoke with her on XXXX when I asked for a copy of the check ( front and back ) so that we could see endorsements of these checks that were theoretically mailed to XXXX XXXX ( who never received ) and me ( who never received ) ; I was told they couldnt get that for me - XXXX said that there were no notes in his system since XXXX o I told him that there had to be notes because he had knowledge that would not be available to him had they not received the communications from XXXX XXXX and me since XXXX - namely : The final invoice amount of $ XXXX was NOT generated until XXXX so if there were no notes that amount would not be known o I also told him that Fifth Third had lied to me so many times that I didnt believe then any longer - Demanded {$10000.00} be sent via XXXX today o XXXX said they couldnt send an XXXX which I find strange as they are a bank and they receive my mortgage payment via XXXX o Told XXXX I expected a hard check be overnighted to me o XXXX said they would send overnight after they received a prepaid shipping label from me NOT! o Told him they were sending overnight AT THEIR COST for the following reasons : it was their internal process issue that this had NOT been addressed in over 3 weeks read him XXXX note from the fax about interest on the entire amount being owed o XXXX said they couldnt send today as they first had to do a stop payment before re-issuing I told them that I would give them to end of day Friday XXXX XX/XX/XXXX ) to overnight the check XXXX confirmed mailing address as XXXX XXXX XXXX XXXX, XXXX XXXX, MN XXXX Reminded him that it was the same as the property on which they held the mortgage XXXX confirmed address was the same Also told them that standard bank processes are to do a trace or stop payment on uncashed checks after 90 or perhaps 180 days and that it was NOT my issue that it was now over 7 months since the checks had supposedly been mailed Reminded him that their internal process issues were NOT my issues Reminded him that theoretically interest on the {$10000.00} had been accruing since last XX/XX/XXXX on {$7500.00} and since last XX/XX/XXXX on {$2800.00} [ These are the amounts and dates furnished to me by XXXX on XX/XX/XXXX. ] - After another hold, XXXX told me they would stop payment on previous checks and would overnight a new check to me AT THEIR COST with it arriving by end of day Friday XXXX XX/XX/XXXX ) : no mention of any interest being included o Reiterated to XXXX that I was at the end of my patience with Fifth Third and that I was expecting him to follow this process and to ensure that the check was in my hands by Friday as promised. o Reiterated Fifth Third internal process issues/restrictions were NOT my issue but theirs. o In return, I promised him that if the check was NOT received by Friday and if their lack of responsiveness resulted in any derogatory effects on my pending house sale that I would be contacting XXXX chat line to determine the appropriate escalation process. Additionally, I would be filing for interest and any penalty fees that might be due me. - Its now a wait and see as to whether the overnighted check is received by end of day ( XXXX XXXX CDT ) on Friday XXXX XX/XX/XXXX ) NOTES FROM XXXX Email dated XX/XX/XXXX from Fifth Third stating " check is being processed '' which is in opposition to promises made by 53 representative on XX/XX/XXXX
Company Response:
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2019-07-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received a letter stating I was to receive a refund if my escrow account of {$2400.00}. I have always made my payment within the month due. If you pay your payment on a weekend, 5/3 Bank does not recognize it until their next business day, so the date you actually make your payment is NOT correct! Fraudulent! They state on invoices I am behind on my payment which I am NOT and therefore refuse to give me my escrow refund of {$2400.00}! I want my money immediately. Their customer service is like talking to a brick wall. No help at all. They state per my statement I owe {$6300.00} and I only owe My XXXX payment of {$2700.00}!
Company Response:
State: TX
Zip: 78132
Submitted Via: Web
Date Sent: 2019-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage amount changed suddenly ( went up ), due to the mortgage company 's escrow reserve calculations. One of our monthly payments was lower by {$87.00}, since our bank paid the regular amount ( there was problem updating the monthly amount that was paid regularly ). We paid the balance of {$87.00} shortly afterwards. As a result, Fifth Third bank, did not apply the amount we'd sent in ( {$2300.00} ) until we'd sent in the remaining {$87.00}. This resulted in us having to pay substrantial extra interest, because they delayed applying the amount we'd sent in. Additionally, Fifth Third bank is charging us a late fee of {$92.00}, to cover a temporary shortfall of {$87.00}! On top of all this, their statement reflects the late fee of {$92.00} as a " Past Due Payment '' and not a " Fee '', a blatant lie.
Company Response:
State: VA
Zip: 20148
Submitted Via: Web
Date Sent: 2019-07-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Fifth Third sent me a letter saying that my property insurance expired and instructing me to submit proof of insurance. They dated the letter XX/XX/XXXX, which is the actual date that my insurance policy expired and was renewed. My insurance company renews the insurance every year, and their notification specifically states that they will notify the mortgagee if they do not renew the policy. I believe that the insurance company additionally sends notification of renewal to Fifth Third every year, probably on XX/XX/XXXX when they renew it. My complaint is that it's inefficient and bothersome for Fifth Third to send me the same letter every year on XX/XX/XXXX, without even giving the insurance company a few days to send in the mortgagee the renewal notification. Additionally, Fifth Third knows that I've renewed the policy every year and that my insurance company can easily provide proof of renewal directly. Third, the insurance company has promised to send Fifth Third notification if I fail to keep insurance in force. Fourth, most mortgage companies have sophisticated communication systems with major insurance companies ( like mine ) and can more efficiently verify insurance by contacting the insurance company. This is often done with direct communication links and doesn't require anything out of the ordinary. Fifth, before Fifth Third became the servicer for this same mortgage, there was a different servicer who did not engage in this wasted effort. It is simply a waste of time and effort for everyone for Fifth Third to send the letter to me on the renewal date instead of waiting ten days or so. It wastes my time locating proof of insurance from my insurance company and sending it to Fifth Third. It wastes my insurance company 's time and energy providing the proof of insurance to me even though it was already provided. It wastes Fifth Third 's time in reviewing my proof of insurance this way even though it would be more efficient to do in another way. Fifth Third 's servicing procedure could easily be changed to wait ten days and then see whether or not my insurance company sent notice. Alternatively Fifth Third could easily contact my insurance company or safely rely on the insurance company 's agreement to notify them if the insurance policy does not renew. Instead, Fifth Third sends me a threatening letter indicating that they will buy insurance on the property unless I provide proof of insurance immediately. This is just not a reasonable use of everyone 's resources. Also, the threatening letter is unnecessarily harsh and demanding, particularly since they don't even wait ONE day after renewal to allow time to receive proof of insurance.
Company Response:
State: IL
Zip: 603XX
Submitted Via: Web
Date Sent: 2019-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2018 I arrived to my XXXX in XXXX XXXX ( confirmation code HMR XXXX XXXX ) The place was absolutely disgusting and unsafe. I communicated with XXXX and also my bank to help file a claim. We did not stay for even 24 hours. Fifth Third bank instructed me to NOT SPEAK to XXXX further, that their " resolution team '' would handle XXXX. The 5/3 representative assured me I had nothing to worry about. I explained the situation THOROUGHLY to the agent. She said to sent her photos, correspondence and well as phone records etc. I did so. In, my opinion after 5/3 bank realized I was not a XXXX XXXX dollar customer, they did not bother to work on my behalf. I was issued a provisional credit as I did not receive the service that was charged on my card. Sometime later, Fifth Third bank decided that I was at fault for the matter. The agent asked me if I HAD reached out further to Airbnb ( I was told not to do so ). The final resolution was that I needed to resolve the matter on my own. I would have done so, however, I was instructed otherwise.
Company Response:
State: OH
Zip: 44120
Submitted Via: Web
Date Sent: 2019-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-05
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened up the 5/3 Essential Checking on XX/XX/2019 under their {$500.00} opening promotion, {$250.00} for " Reach Individual Account Balance of {$500.00} within 45 days. Maintain Minimum Balance of {$500.00} for 60 days. ", and another {$250.00} for " Reach Total Deposit Account Balance of {$15000.00} within 45 days. Maintain Minimum Balance of {$15000.00} for 90 days. '' I've completed the requirements for both and have only received {$190.00} in payout. They paid out the first {$250.00} and withheld {$60.00} for tax purposes. When inquired, they stated I never filled out a form in-branch, but I opened up my account and was never sent such form. The other {$250.00} simply never posted. Despite multiple secured message inquiries saying that it would post, they never did.
Company Response:
State: FL
Zip: 33486
Submitted Via: Web
Date Sent: 2019-07-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A