Date Received: 2018-12-27
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: This is in regard to a debit card called access 360 issued by 53rd bank In XX/XX/2018 i discovered though use of my app that there was money missing from my access 360 card ending in XXXX (this account has been closed), upon contacting the access 360 department i discover there was an unauthorized transaction for $XXXX charge to my card at a XXXX XXXX in XXXX on or around XX/XX/XXXX. I immediately disputed the transaction and was given case number XXXX and a temporary credit off same amount. Weeks later i notice the $XXXX i had on the card was gone and my account was in the negative over a $XXXX, after calling their dispute department i find out they took back the temporary credit as they had ruled in favor of the merchant, and sent me a letter claiming why they made such ruling. After a few weeks had pass and not receiving any such letter so i can re-open the case; i kept calling for said letter to be recent and to this date after escalating the request to resend said letter, i have received no such letter. I went and got a police report to re-open the case but the dispute department keep telling me there is a form to be filled out to re-open the case; in which i requested a copy of this form on several occasions but to this day still haven't gotten any such form either. the last time i called their dispute department i was told to go to the nearest 53rd branch and a copy of form would be faxed to them instead, when i went to the bran and had them called the dispute department; we were told that said form could not be faxed or emailed, it would have to be mailed, an agent at the branch even change my correspondent address to the bank's address so that in case it was a problem with my address then said form could go to the bank and i go pick it up, i called that branch on 3 occasions asking if they had received any such form as yet; but they haven't. i think 53rd bank is a very unorganized bank that probably got my case mixed up or lost; as every time i called i get transferred around in circles. Since then they have closed my accounts for non payments and sent the negative balance to a collection agency; as a result significantly damaging my credit. Also, i received a letter from 53rd bank that there was an unauthorized access of my account by one of their employees; and i am not sure if this could be related to the incident with my access 360 card, i will attach a copy of this letter
Company Response:
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2019-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-26
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I writing this letter because I think there should be a better option to modify my loan. I have paid my house for the last 23 years and I have 7 years left in my mortgage and this is the first time I ask for help because I was forced to retire and I am looking for a job that allows me to continue in a better situation. It is not fair that for this reason I see myself at risk of losing my home. The interest they are giving me is 8.5 % and they are beginning to 40 years. If they gave me the interest that is in the market 4.5 % my payment would go down and I could have a better quality of life. They offer me a 40 years mortgage with an 8.5 % interest rate, I am behind 2 payments. They offer me this option that is not good and they are taking advantage of this because it is the only option that they leave me. If they reduce the interest rate they can make my payment affordable and be able to stay at my house and no became homeless. I want to keep my house with affordable payment.
Company Response:
State: UT
Zip: 84115
Submitted Via: Web
Date Sent: 2018-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-26
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: Fifth Third Bank Disputes Department / Regarding reassertion of dispute / Case # XXXX This letter serves as the appeal to Fifth Third Banks decline of my dispute regarding the {$3200.00} charged for XXXX ( XXXX XXXX XXXX XXXX ) doing business as XXXX XXXX, XXXX XXXX XXXX XXXX using my credit card ending in # XXXX on XXXX. The reason for the decline, was because my dispute fell outside the window to dispute. None of these services were provided, and I did not have a chance to receive them, because the FTC shut them down for defrauding their customers XX/XX/2018. At that time, there was hope that something could have been worked out between XXXX and the FTC. But, in XX/XX/2018, the Judge in the case finalized the shutdown on XX/XX/2018. It would have been impossible for me to dispute this charge within the dispute window as for the XXXX XXXX trips and coaching that I purchased, fell past the dispute window afforded to me by Fifth Third. The FTC did not shut them down until XXXX, thus me believing up to that point, that I was going to receive my coachingg. Please accept this as my detailed letter describing the services that were expected from the company ( XXXX ) that the FTC without warning, shut down. I purchased XXXX XXXX trips using monies from my Fifth Third Card ending # XXXX Copies of my contracts ( s ) are submitted along with this letter, as proof that XXXX did not provide the services ( XXXX training trips ) that were purchased The three events : 1-3 day/4 night / 1-5 day/6 night / 1-10 day/11 night ; XXXX Training ( Coaching ) Trips The details of the XXXX and Tuition reimbursement, are in the contracts that are with this fax, please note the circled items. Also, faxed is copy of my XXXX receipt and statement of the charge, as noted Details of FTC actions can be found at : https : XXXX Respectfully Submitted, XXXX XXXX XXXX
Company Response:
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2018-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello - This is regarding my effort to get the PMI removed based on the appraised value. My mortgage originated in XX/XX/XXXX with the first payment in XX/XX/XXXX ( including the PMI portion ). And therefore, with my XX/XX/XXXX payment I have made 2 years ( 24 months of PMI payment ). I have sent multiple request to Fifth-Third bank to initiate the process of appraisal to remove the PMI. At first they gave the wrong facts and declined the request, saying my loan started only in XX/XX/XXXX' which weren't the case, instead it started in XX/XX/XXXX. Since then I am been told the bank is still reviewing the case. It's been more than 1.5 months and the bank is still reviewing my case. I even provided the bank with proofs showing my first payment was in XX/XX/XXXX which also included the PMI portion. I have talked to multiple supervisors at their bank and everyone has the same thing to say, " we will get this reviewed again and someone will get back to you in 3-4 business days ''. And when that individual calls same old story - " we are in the process of reviewing ''. As I said its been more than 1.5 months and they are still reviewing. Based on the facts, I feel 53 bank is in violation of the law and is cheating me by squeezing out more payments and refusing my right to get the home appraised so that I can get the PMI removed. Last I talked to XXXX XXXX at 53 bank, she said you don't have two years of payment so when you make the XX/XX/XXXX payment we'll review this case. On making the facts clear to her and by literally making her count the number of months from XX/XX/XXXX to XX/XX/XXXX ( both months included ), she realized I have already made 2 years of payment but still said " make the XX/XX/XXXX payment ( which was my 25th payment ) and then we'll review, which clearly is showing how this bank is trying to get more money out of me. I humbly request your intervention for an immediate action and also teach a lesson to banks like 53 that they can not refuse customer rights nor can they cheat them.
Company Response:
State: TN
Zip: 37211
Submitted Via: Web
Date Sent: 2018-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-22
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I attempted to close my accounts with fifth third XX/XX/2018. My account was not closed, and I have since been hit with two overdraft fees, and have an outstanding balance of {$290.00} from a recurring payment tied to the account, plus the two {$37.00} overdraftt fees. The account is still not closed. Fifth Third Senior Vice Preisdent XXXX XXXX sent me a lettter threatening collections if I did nott pay, and provided contactt information and hours. I have tried calling within tthese time windows on multiple different times, on multtiple different days, only to recieve an auttorecorded message saying that fifth third is closed. The call window is XXXX M-F, XXXX Sa-Su. I placed multiple calls at both XXXX Saturday and XXXX Friday to no avail. This issue can not be resolved if the contact information provided is not functional. I have phone logs to back up the call placement times. I also have withdrawal records, and I'm sure the bank has video evidence of me entering and asking to close my account XX/XX/XXXX.
Company Response:
State: OH
Zip: 43229
Submitted Via: Web
Date Sent: 2018-12-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-22
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XX/XX/2018 I became aware that my Identity was being used to open and attain credit card accounts through the " XXXX '' service. On XX/XX/2018 I went to a post office explaining that I was a victim of identity theft and I needed to change my address. With I.D . in hand I handed over the appropriate address change card. A result of my change of address was the suspect was notified by procedure via the mail that I was changing my address. On XX/XX/2018 I called Fifth Third Bank @ XXXX and spoke to XXXX and XXXX, who did give me a future contact number of a dispute line XXXX and eventually with a case #. During that call I informed them that my identity had been stolen, I did not apply for the card/account, they have a fraudulent application in my name. I gave my name and personnel information, notified of my actual address and a phone number so that I could be reached in the future. They confirmed the location of billing address and the last four numbers in the contact phone number. They said they would start an investigation, though they would not provide me with any documents to assist me in my own investigation, and the investigation would take thirty to forty-five days to resolve the discrepancies. That I should be in contact with level two investigative personnel in the future. That call was @ XXXX for 31 min. 36 sec. On XX/XX/2018 The suspect opened a PO Box in her name and placed my name as a user in her local facility, then proceeded to go to another Post Office and re-change my address to her post office box. The Post Office did not notify me of this change to my mail delivery, which my dispute mail was then sent, opened by her giving her notification of my claim of identity theft. I believe this is how, due to the alert, that she contacted the bank and put 'Password Protection ' on the account. Thus locking me out so the bank no longer would associate with me. No correspondence was sent to the address that I provided on my initial call on XX/XX/2018. On XX/XX/2018 I was told of the fraudulent address change by the USPS that occurred XX/XX/2018, and that is where my mail has been going. On XX/XX/2018 I was in contact with the Postal Inspection Service, received my first case number from them. On XX/XX/2018 I contacted Fifth Third Bank, notified them that some more foolery may have been done due to the fraudulent address change. They told me in response to the case number I had from them, the Dispute Case was denied, the application was a pre-approved format which means the mail, and the signatures matched? They CSR XXXX informed me that the address had been changed on XX/XX/2018, and the account was now 'Password Protected, without the password no discussion was to be had. I requested that any video footage of the suspect in any bank be preserved for future review, the CSR had never had that request before but would note my request. I figured there was a possibility the suspect may have hand delivered the application to the bank or changed the address on me in a brick and mortar location. On XX/XX/2018 at the XXXX Fifth Third Bank location I met with the personnel banker XXXX XXXX, explained my dilemma and showed my ID to prove my claims. I received a copy of the preapproved application form which had a signature that did not match a sample of three signatures I presented prior to receiving the copied form. Received some additional paperwork copies, resubmitted my contact information for him to put directly into the system, and placed my own 'Password Protection ' on the account. On XX/XX/2018 I received Post Office forwarded mail that was sent on XX/XX/2018 to the suspects address and not to the address that was provided in person at the bank. I believe Fifth Third Bank continues to contact the suspect to circumvent my efforts to protect myself and resolve this disturbing and tremendous time-consuming issue.
Company Response:
State: IL
Zip: 60050
Submitted Via: Web
Date Sent: 2018-12-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-20
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: A lot of banks was tried to be open on my behalf that I didnt try or authorize at all and now Im trying to get a bank but I cant please help me
Company Response:
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2019-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint is about my mortgage escrow account. XX/XX/18 We received a letter in the mail on XX/XX/2018 from our homeowners insurance company stating our premium payment is past due and our insurance will be cancelled if the minimum amount of {$670.00} was not paid by XX/XX/2018. XX/XX/18 I reached out to my insurance company to see if this was an error because our mortgage is up to date and we have never be behind on payments. They informed me they did not receive the payment and that I should call my bank. I called my local bank representative at 5/3 Bank. She said there were some issues on their side, something about changing a program. She explained this was not our fault and said she will take care of it. I questioned her more and she said they would overnight a check if needed to make sure our policy does not lapse. She asked me to email her the cancellation notice, which I did right away. I also emailed her the address of where to send an overnight check per the instructions of my insurance agent. XX/XX/18 I received an email from my local banker saying she sent this request up for URGENT payment and wanted to let me know she will be checking on it daily. XX/XX/18 I called my insurance agent to see if they received the payment. They had not received any payments. I called my local banker to find out why the check had not been sent out. I was given an explanation that they have 1000s of customers that are going through the same thing and that they were paying out by due date, mine not being due until XX/XX/18. I dont understand why this process is taking so long, so I questioned her if in fact they still had the money in my escrow. She was quick to assure me the money is there and it was just the process that was taking time. XX/XX/19 I called my insurance agent to see if they received the check. They did not. I called local banker and left message. Called bank on national phone number and spoke to a XXXX who said the check was cut on XX/XX/18 and it was next day aired. I asked what address the check was sent to, he didnt have an answer but he would put me through to someone who did. I was on hold for over 30 minutes then I hung up. I received an email from my local banker, she confirmed the check was written on XX/XX/18 and then overnighted on XX/XX/XXXX. I responded to see if the check was mailed to the correct address. She replied she has sent them the accurate address per my agents request and said she will obtain proof of delivery. I call my insurance agent late in the afternoon to see if they received the overnighted check. They said no and that they had already received their deliveries for the day. XX/XX/XXXX I emailed the following message to my local banker. At this time our insurance company has not received a check yet. I want you to know that I will not let my insurance lapse. This afternoon if a check is not received I will go to my insurance company and write them a check. I feel this is my only option. I will expect some sort of compensation back from the bank. I am baffled that this is taking so long to get taken care of and have been very disappointed with 5/3 response to the issue. I realize this is not your fault and you are doing what you can on your end. However, if you could relay this message to the powers that be I would appreciate it. Thank you for your time. XX/XX/XXXX At this time I was ready to write a check just to keep our home covered. Local banker emailed back reiterating the check went out and that I should be receiving a phone call from the Escrow Department. I received an email from the Escrow Department stating that the check was overnighted on XX/XX/18 and received on XX/XX/18. She apologized and said she would be calling me shortly. She called and the first thing I asked her is what address she overnighted the check to. She explained it was overnighted to the insurance company and not my agent. When I questioned why she didnt follow instructions she had no real answer for me. She said she called my insurance company to see if they had received the check and they did however it will take 48 hours to process it. She asked them to extend the date so that my insurance wouldnt lapse and they agreed. I ask her to call my agent to explain what is going on. XX/XX/18 In the morning I went to my insurance agent to confirm they received the call from the Escrow lady and they confirmed they did in fact receive her call. They stated that we should be covered now and will keep an eye on things to make sure all is good. I later received a call from my agent saying the insurance company processed the check and we are good. The problem was resolved however I just can not believe it took this long, especially when I alerted them early enough to fix the problem. We have always been in good standing on our loan. This whole ordeal was very frustrating and should have never happened. Please know that my local bank representative was very helpful and did everything she could within her power. I felt the issue lies within 5/3 Bank Mortgage department and I would have expected a lot more from a National company like them.
Company Response:
State: MI
Zip: 49009
Submitted Via: Web
Date Sent: 2018-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX, we built a new home in XXXX XXXX, IL, took out a ARM with Fifth Third Bank in the amount of {>= $1,000,000}. In XXXX, as interest rates dropped from 6.25 % to 4.5 %, we tried to refinance with the bank, but despite excellent credit scores and income, were denied because the value of the house had declined to a point where we didn't qualify to refinance. Between XXXX and XXXX, XXXX, we tried 7 times to refinance ( including a request for loan modification ) with Fifth Third Bank, and were denied each time due to valuation of the house. In XXXX, XXXX, having been unable to refinance with the bank, we decided our only option at our ages ( XXXX ) was to sell the house since we could not afford to keep it in retirement. After 7 months on the market, a buyer signed a contract to purchase our house at a price below what we owe 5th 3rd Bank. Since we do not have the funds to pay the difference, we submitted a request to 5th 3rd to approve a short-sale. The bank, under the guidelines set forth by CFPB, sent us a retention option plan of action that would start in XXXX, XXXX. However, given our age and desired to retire, we notified the bank that after seven years of being unable to refinance, selling the house was the only option, and that the terms of the retention option were not ones we could afford in retirement. Unfortunately, we were told today by the bank that under the rules of the CFPB, the bank can not move forward on the short-sale purchase until it has gone through all of the potential retention options even though we, as the owner, want to bypass those options and proceed with the sale of the house. It said we could not " opt out '' of the retention option offer. Since the process involved with the proposed retention option would take 3 to 4 months to go through, we have the major risk of the buyer walking away, and being back at square one with no buyer for our house. We are requesting that the CFPB allow 5th 3rd Bank to bypass the retention option it has laid out, and proceed directly to the short-sale offer from the buyer so that we can get the sale of our house done much sooner. Please advise whether this is something the CFPB can do for us. If the buyer walks away, our only option in the absence of a second buyer coming forward with a price higher than what we owe, would be to have the house go into foreclosure. Thank you very much.
Company Response:
State: IL
Zip: 60068
Submitted Via: Web
Date Sent: 2018-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been a customer of 5/3 Bank since XX/XX/XXXX and had good expierences with them up until XX/XX/XXXX. I did a mobile deposit to Acc # XXXX and was given {$100.00} available upfront. On XX/XX/XXXX the funds were not available and the bank took back the {$100.00} in funds that were given upfront. I was advised on XX/XX/XXXX that the funds would be available fully on XX/XX/XXXX. I disagree with the decision. On XX/XX/XXXX I went to my local bank branch and spoke with XXXX regarding the extended hold and explained I have never had an extended hold placed on a deposit before ever in 4 years. I also brought proof that the business I deposited had cleared from the other bank and showed a statement where the funds were available from the other bank account at the other institution. The local branch at 5/3 has done nothing to help me receive the funds any earlier with the proof that they cleared. It is 7 days before the XXXX Holiday and now im without funds to pay for my bills, living expenses and XXXX for my family. I have attached a copy of the Reg CC hold guidelines that the bank claims they did to my deposit. I was never given the first {$100.00} and my hold was longer then 5 business days. The deposit was less then {$5000.00}
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A