Date Received: 2019-06-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I bought our house back in XXXX and at the time, our original mortgage company ( XXXX XXXX XXXX ) did not require us to have flood insurance. Our flood certification from XXXX said we were rated as Zone X, but did say the following : * The subject property IS PARTIALLY WITHIN a Special Flood Hazard Area. The existing STRUCTURE, however, is not affected and is not in the floodplain. In late XXXX, our mortgage was sold to Fifth Third Bank. We received a letter in late XXXX saying that we needed to provide proof of flood insurance because they found our house was in Zone A and if we didn't provide proof of insurance they would purchase a policy on our behalf. I called into customer service and after explaining the situation and saying I had a flood certificate from the original mortgage holder saying I was zone X, they said to email it to them. This company is also one that will never call you back. It is always 15-25 days later I will receive a letter. So, 20 days later I get a letter saying that the documentation I provided was not sufficient and their vendor found me to be in Zone A. I called back in pretty irritated and after arguing with the rep for 20 minutes, they pretty much said the only way the requirement would be removed is if I provided a LOMA form from FEMA. I complained enough that the issue got escalated to 5/3 's office of the president. In the meantime, 5/3 purchased a flood policy on my behalf for {$2500.00} a year, which raised my mortgage around {$300.00} a month. After waiting around 40 days, I received a letter saying that after having their vendor recheck everything, they are sticking by their original assessment. They then proceed to tell me that they are requiring the flood insurance since my house might " slide into the flood zone ''. To me this is completely ridiculous. At this point without knowing what else to do, I contact my XXXX XXXX agent who I have my Homeowners insurance through to get a quote on flood insurance. I end up getting a quote back from them for only {$500.00} a year since they found since the house is in Zone X I was able to get a preferred rate from FEMA. My agent even talked to a FEMA rep and this person asked why were getting flood insurance since its not required. The FEMA person even said they would get on a 3 way call with a rep from the bank to try and explain. I called the office of the president back and re-opened the case. I provided all of this info including the fact the FEMA rep would get on a phone call. 15 days later I get a letter saying they are still sticking by their determination. Around this same time, I also get a letter saying that they can't accept the flood policy I purchased from XXXX XXXX/NFIP since the policy says " Zone X '' and there is a discrepancy since on their side they show Zone A. I called them back and they told me they wouldn't get on a 3 way call since it wouldn't change their mind and plus that department doesn't talk to customers. They said the only way they would reverse their decision was if I provided a LOMA showing I'm not in a flood zone or some other kind of documentation from FEMA saying why they can't provide a flood policy for me showing Zone A instead of X. I was resigned to the fact that for {$500.00} a year, having a flood policy isn't that big of a deal ... but now they aren't even going to let me do that? I am beyond frustrated. I have never dealt with a company like 5/3 Bank. I have also tried to find out who the bank uses for their flood certificate determinations, but they have thus far refused to give me this information. I think at this point I want to focus on somehow trying to get the bank to accept the cheaper flood policy, or somehow getting a letter from FEMA saying why the policy is zone X. At this point how could I even get a policy showing Zone A when it was determined the policy was based on X? I don't get it. Any help would be appreciated. I think they are hoping I just drop this and pay for an expensive flood policy, but I want to fight this. They should at least allow me to have the cheaper preferred rate flood policy since even FEMA underwriting stated I was in zone X.
Company Response:
State: PA
Zip: 17202
Submitted Via: Web
Date Sent: 2019-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-23
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Fifth Third Bank Gave me what they would call an Early Access Advance. I took ada advantage of advance. The advance was taken out of my XXXX check. With a XXXX check came in they withdrew there money in full and cancelled my early access advanced because I was supposedly had been overdrawn and that is not true especially for 15 consecutive days. Now tell me how that is right.
Company Response:
State: TN
Zip: 37167
Submitted Via: Web
Date Sent: 2019-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX ( now XXXX XXXX ) agreed to terminate my Merchant Service Agreement on XX/XX/15. XXXX XXXX, bank branch officer, was given a copy of the letter terminating my agreement. Since the termination, on a monthly basis, XXXX XXXX has been allowed to debit my account anywhere from $ 40- {$120.00}. This has added up to between $ 2500- {$3000.00}, the exact amount being difficult to determine. The reason it is difficult, as you will see on my attached document, the bank has made it very difficult to know it was being charged by a third party. This is why it was not picked up till 4 years later. The bank told me that anyone can debit an account and it can only be stopped by the owner of the account. They said take it up with XXXX XXXX. I am contacting you for help.
Company Response:
State: FL
Zip: 32082
Submitted Via: Web
Date Sent: 2019-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-22
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: had a fraud charge on my account. I called in to get it removed. a week later it still shows I owe for the fraud charge
Company Response:
State: TN
Zip: 37919
Submitted Via: Web
Date Sent: 2019-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-22
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I applied for a loan with my bank Fifth Third Bank for {$800.00}. They advised to pay in 45 days. I applied XX/XX/XXXX. I waited 3 weeks to get a check from my job. Today was the first. My check was {$860.00}. They withdrew {$820.00}. I had everything scheduled to pay my bills. My daughter birthday is next week. I had ever intention on paying, due to wanting another loan, want to keep my credit good, and a great history with my bank for 2 years. I spoke with a rep. He advised I would only need to pay on the XXXX if XXXX. Never advised of anything else. When my money was withdrawn today I called and spoke with a supervisor. She said she will coach the rep for not informing me of being able to withdraw at any time. Please help. Loyal customer. Thanks for your assistance.
Company Response:
State: IL
Zip: 60617
Submitted Via: Web
Date Sent: 2019-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My account was previously with MB Financial Bank. I moved from XXXX to XXXX on XX/XX/XXXX. MB was bought out on XX/XX/XXXX. I did have an overdraft that i am willing to pay to resolve this issue -- when i called in mid-XXXX, i was quoted {$62.00} to clear the overdraft and close the account. I was assured nothing else would be charged to the account, and i did request the account be closed. I received a statement today showing a balance of - $ XXXX, but when i called Fifth Third in the morning, the agent stated the balance was at - $ XXXX. The agent reversed two overdraft fees, but refused to stop activity on the account and told me fees would continue until it was paid in full. ( Apparently XXXX XXXX keeps trying to take money out, but i am pretty sure i cancelled my membership. I am aware that i also need to contact them, but Fifth Third should be able to stop activity on the account. ) I was given a different phone number and transferred to a department that couldn't help me. I posted on social media with the hopes of corporate closing the account and setting the discrepancy with the overdraft amount. I spoke with that department, who refused to do anything for me. My concern is that i did not voluntarily sign up for a Fifth Third account -- it was a transfer from MB. I have no account number for the Fifth Third account, nor do i have an online banking login, a nearby branch, or any other way to monitor this account. I can't tell how many times my account has been charged, or for what. ( I do still have my MB account number and debit card. ) How am i supposed to reasonably know what fees are legitimate? I would like to settle the account in full, but do not believe I should be held responsible for charges after my first contact with Fifth Third, as i made it abundantly clear that no other charges were authorized to the account.
Company Response:
State: VA
Zip: 24017
Submitted Via: Web
Date Sent: 2019-06-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
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: A fraudulent charge for {$410.00} was made on my credit card account on XX/XX/19 while the card was in my possession. I disputed the charge immediately with the credit card company, 5/3 Bank and a fraud case was opened. The first response to the fraud investigation was a letter dated XX/XX/XXXX and received on XXXX requesting additional information to substantiate the fraud claim. I called the company to understand what evidence would be beneficial and was told an XXXX would be calling to discuss. No call was received. I received ( on XXXX ) a letter dated XXXX indicating that the claim had been denied and the charge was not fraudulent. I immediately called the credit card company whose customer service representative indicated I should request the case be reopened. I did so via email on XXXX and included phone records showing my geographic location was over 200 miles away when the charge was made. I have since followed up with the vendor via phone calls on XXXX, XXXX, XXXX and XXXX only to be told in the final call that the transaction was too old to take any further action. Each time i spoke to customer service representative who assured me that a call from a fraud investigator would follow.
Company Response:
State: OH
Zip: 45069
Submitted Via: Web
Date Sent: 2019-06-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-19
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I opened a checking account at 5/3 bank in XXXX Kentucky around XX/XX/XXXX. I am on SSI social security benefits and had originally been using the XXXX XXXX card that was issued by the government handling the finances for my XXXX. upon opening the account I had many questions to compare the fees that will or will not be assessed with my new checking account and all the answers were what i needed to hear. I had asked about atm fee 's and was led to believe there would be none up to a certain amount. I had noticed a few months into said accout that a transaction had taken place from a XXXX XXXX. I called the bank and it was promptly taken care of. I then noticed after an incident with my XXXX credit card payment being returned XX/XX/XXXX I made contact with the bank and was under the impression it was to be handled. I waited patiently and XX/XX/XXXX I called both the bank and XXXX frustrated and ready for answers. I had never seen any of these mistakes on my 5/3 online statements so I was assuming the error to possibly be XXXX 's fault. upon calling them they made contact with the banking institution whom confirmed that the error was still on 5/3 behalf and i was confused. I called 5/3 again and from this point noticed a lot of things that made me more than confused. I noticed that when I opened my account I was also getting charges from a XXXX account that I have no idea of. letting 5/3 know of my new finding they have been very rude in fact they even went as far as to tell me the loss of my business would be of no regret. I have called numerous time talking to as many agents hoping to resolve this issue without having to change banks. I do not understand y I am being treated like this.the account that are manipulating my banking appears to be online fraud. 5/3 tell me that without a signed paper that I have never received they can not move into investigation. I beg the differ because they have already removed money that was tied to the XXXX issue on my account. I just want resolution. I had 5/3 back in XXXX 's as a small business owner and it was an amazing experience thus the reason I went back to them with my SSI hoping for a similar experience. This is not the case. I feel that because my account does not have the same kind of financial revenue that I am being treated less as a consumer. I can not believe otherwise. I am truely sorry that my income is fixed and my illness is the cause but I am greatly insulted that now I am below poverty level of income that the bank feels its ok to treat me at the level of poverty they feel I deserve. Please help reach out to then for resolution. I have monitored my online statements through the app and there shows nothing about the transactions in question they allowed several of my payments to be approved and then several days and weeks later they are returned as declined. I did not have these issues prior to nbanking with 5/3 they should not occur now.
Company Response:
State: KY
Zip: 41011
Submitted Via: Web
Date Sent: 2019-06-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-18
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Two credit card accounts with 5th/3rd was opened fraudulently in my name. 1. Fifth Third Bank opened on XX/XX/18 balance is XXXX
Company Response:
State: OH
Zip: 43607
Submitted Via: Web
Date Sent: 2019-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: For close to three years, I have paid my mortgage payment on time using the online bill pay system. In XX/XX/2019, I logged in to pay my bill as I always do and submitted my payment. However, in XX/XX/2019, when I logged in to submit my XXXX payment, I saw a notification alerting me that I was over 30 days past due on my XXXX payment. I immediately paid both, but the XXXX payment had slipped past the 30 day mark by a hair. Fifth Third bank has never provided me email notifications when a payment is late, when a payment is submitted or when a payment is received. Furthermore, I didnt receive any other communication alerting me that I was past due ( no phone call, no letter ). These are basic services a large bank such as Fifth Third should provide, and yet they don't. This late payment was reported to all three credit bureaus and has lowered by credit score significantly. I submitted a dispute directly to Fifth Third, pointing out that their online bill payment system didn't process my payment, nor did I receive any communication and asked them to remove the late payment from my credit reports. I received a form letter today, denying my request. At no point during the dispute period did I receive a phone call, an email or any communication acknowledging they received the dispute, or any communication on the status of it. Nor did they make any attempt to gather any additional information. I had to go into a branch and beg for a local manager to help. He tried but was also left in the dark. The onus should be on the bank to show some form of evidence that their banking system ( and subsequent communications to me ) DID NOT fail. As an XXXX professional with over 15 years experience in e-commerce systems, I am keenly aware that websites do not perform at 100 % at all times. Packets drop, requests get backed up in message queues or get lost, and transactions fail. Show me proof that I never logged into my account in XXXX. Show me proof that you sent an email that bounced back, or a letter that was returned to sender. Instead, they have responded with a form letter stating my " account is being reported accurately. '' This is beyond poor customer service. This is a failure of the core communication and notification services they should be providing ( and claim to provide ) to their customers.
Company Response:
State: NC
Zip: 28031
Submitted Via: Web
Date Sent: 2019-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A