Date Received: 2018-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have been paying our XXXX mortgage payment, every month on the XXXX of every month for nearly 9 years. Recently, we have a competency issue with the XXXX mortgage division regarding knowingly taking an extra mortgage payment in XXXX, on XX/XX/XXXX, after we sent our payment by check for the same amount ( {$3500.00} ) on XX/XX/2018. ( all proof of the " 3 mortgage payments in 2 months '' with bank statements ) is attached. ( The only reason why we mailed a payment in XXXX, was because the Settlement company for the people buying our house called and ( WITHOUT NOTIFYING US, XXXX bank must have (?? but no one told us ) changed our auto-pay date to the XXXX of the month. PLEASE NOTE : We did not complain about the extra payment in XXXX, we saw that we were paid for XXXX in XXXX Bank Mortgage 's system until XX/XX/XXXX. This appeared to cover the XX/XX/XXXX payment then. Imaging our shock in the morning of XX/XX/XXXX when I saw that XXXX bank was swiping an XX/XX/XXXX payment then from us on XX/XX/XXXX! We immediately called XXXX Bank Mortgage on Monday night XX/XX/XXXX and the call was difficult because of their rude staff, who blamed us for their mistake. Finally, we were transferred to a supervisor, who promised to return the mistaken extra payment for XXXX within about 6 days. Today is Friday XX/XX/XXXX and another rude person from XXXX Bank Mortgage called us ( XXXX and XXXX XXXX ) and advised that they should not have to return our extra payment!! We did tell them that our house is under contract and expected to close XX/XX/XXXX, however that is 11 days away and a different issue! Why does XXXX bank want 13 payments from us this year instead of 12 and what in the law allows them to take our payment for XX/XX/XXXX when, according to our bank records attached our XXXX payment was made on XX/XX/2018. Please make sure that by Monday XX/XX/XXXX that our {$3500.00} is ABSOLUTELY REFUNDED to our XXXX checking account that ends in -- XXXX as we were promised already on Monday night when a supervisor at XXXX Mortgage promised us. We have been loyal an excellent paying customers for 9 years, and we deserve to be treated right and within the terms of our agreement with XXXX. Thanks! - XXXX and XXXX XXXX
Company Response:
State: VA
Zip: 229XX
Submitted Via: Web
Date Sent: 2018-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: They do not care about your security! My wife and I have grown accustomed to using XXXX over the last month. However because I work as an XXXX XXXX and know how important security is, I change my passwords once per month on all my sensitive accounts. XXXX forbids that! I have 5th 3rd Bank. If I change my password, I AM FORBIDDEN TO USE XXXX FOR 30 DAYS!!!!! So, in summation, IF YOU TAKE YOUR SECURITY SERIOUSLY AND HAVE THE AUDACITY TO CHANGE YOU BANK PASSWORD - YOU WILL BE PENALIZED WITH A 30 DAY PUNISHMENT FROM XXXX & 5th 3rd Bank. Summation : If you have 5th 3rd and what to use XXXX, you can't EVER change your password without a 30 day penalty. That goes against everything the security industry is trying to do to protect consumers. The fact that a Major Banking Entity like 5th 3rd Bank would passively promote never changing your password for fear of losing the functionality of transferring money is appalling, atrocious and frankly, makes me wonder about other security issues they ( XXXX & 5th 3rd ) aren't sharing.
Company Response:
State: OH
Zip: 45414
Submitted Via: Web
Date Sent: 2018-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-19
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Fifth Third Bank has made a hard inquiry for a credit line that I did not unauthorized and it is effecting my FICA score. In fact they made two hard inquires on two separate days a day apart from each other. I do not have any credit line with this company and it was an unauthorized hard inquiry to my credit. The dates of the inquiries are XX/XX/2017 and XX/XX/2017. I called Fifth Third Bank Corporate and got nothing more than a run-a-round by their customer service representatives on multiple calls by myself to them. That is the reason I am making this complaint.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2018-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2018 I used my debit card as a credit card for a {$100.00} over the phone charge from XXXX. There was an ongoing charge on XX/XX/2018 for {$340.00}. On XX/XX/2018 at XXXXXXXX XXXX, via e-mail to XXXX XXXX ( XXXX ), I asked for a full refund. On XX/XX/18 @ XXXXXXXX XXXX, I called XXXX XXXX, spoke with XXXX. He processed at ticket for a full refund under their 45 day full refund policy. On XX/XX/2018 at XXXXXXXX XXXX, I e-mailed ( XXXX ) for someone to contact me for I did not hear back from anyone. On XX/XX/2018 @ XXXXXXXX XXXX, I telephoned XXXX, spoke with XXXX. She assures me my refund is in. I called my bank, Fifth Third ( 5/3 ), on XX/XX/2018 and submitted a dispute. Case # : XXXX. 53 issued me a temporary credit for the charges. On XX/XX/2018 @ XXXXXXXX XXXX I telephoned XXXX, spoke with XXXX XXXX. He creates another ticket to process my cancellation. Fifth Third sends me a letter dated XX/XX/2018 denying my dispute because - " the merchant in question has verified that the charge is valid. '' They proceed to charge back my checking account the amounts above. I called the dispute department. They would not let me speak with their investigator. They did say that I could submit supporting data to prove my dispute and they would re-open the case. I sent in the data that not only proves my case but de facto proves that the merchant did - NOT - send my bank all of the e-mails that were sent by their firm that - confirmed - that I canceled my account during the 45 day full refund guarantee. 53 said they would have an answer in 3-4 weeks. They would notify me in writing. They did not!! I called 53, that answer was another decline. However, they said that if I send in an item by item, time stamped explanation, they would re-open the case, again. My response was ; " I already have done that. '' She, XXXX, said that was my only option. I did that for the second time with a cover letter describing everything especially the e-mails that they failed to send to my bank. Allow me to write that again : Especially the e-mails that XXXX deliberately omitted in their so-called verification that the charges were correct. When I called 53 for the umpteenth time on XX/XX/XXXX ( their answer date ), my dispute was denied again. Bottom line 53 never reviewed this case. They were presented with factual e-mails from XXXX 's reps substantiating my position which de facto and 100 % refuted their clam that they had " No Confirmation of Cancellation ''. 53 was presented those facts three times. To add insult to injury, XXXX3 said they would be sending their findings in the mail. Other than their XX/XX/2018 letter, they have sent nothing. The insult, they are really calling me a liar when they were presented the facts that XXXX deliberately omitted in their substantiation of their case because - they had no case. The injury, about three weeks ago, 53 closed my checking account and saving account, took all my money, charged off the negative balance, disrupted the automatic deposits that were employed and now I have a - MARK - against me in the banking industry. Oh yes, they never, never communicated one word to me other than their initial denial letter dated XX/XX/2018. Bottom line, I have been wronged and wronged big time since Fifth Third charged back my account. The person addressing my issue should know that I have all the written proof available that Fifth Third did - not - read or process since day one. One more thing, I initiated the dispute initially by phone and responded to 53 's written requests. 53 reaches out to the merchant. They submit only part of our communications with me and omit all the incriminating e-mails. Then, 53 denies my dispute without allowing me to respond to XXXX 's false and omitted data. That is just mind boggling. This is the short version.
Company Response:
State: FL
Zip: 32258
Submitted Via: Web
Date Sent: 2018-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-17
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I was an authorized user on a Fifth-Third credit card. I never applied for the credit nor did I authorize use of my credit information for the card nor did I authorize release of this information to an credit reporting agency. I never agreed to any of the terms or conditions of the card nor did I sign any contract. Since XX/XX/2018, I have requested to be removed as an authorized user so that this no longer showed on my credit report. Initially Fifth-Third refused to remove me as authorized user when I made the request more than 4 months ago. This account continues to be reported on my credit scores despite my request that it be removed. I sent a letter on XX/XX/2018, formally requesting a copy of my credit application and verification of all accounts which Fifth-Third has associated to me, how Fifth-Third has the account associated to me, and confirmation of which accounts are reported to any credit reporting agency. Fifth-Third acknowledged the receipt of the letter but has refused to provide any of the requested in formation in the last 30 days. A local representative " XXXX '' advised the matter was sent to " legal '' and that there is a memo that Fifth-Third was to remove the credit reporting history. To date this has not occurred despite the fact that this was originally requested more than 5 months ago. It appears that Fifth-Third was attempting to hold me liable as joint account holder and illegally refusing to remove me as authorized user on this account for which I never applied. To further matters, on Thursday, XX/XX/2018, I received in the mail two new cards for this account or potentially another account for which I have never applied. It is unknown to me whether Fifth-Third always sends cards to people who never applied for credit, or whether the individuals named on the cards fraudulently applied for credit using my information which was why the cards were mailed to my address. I have pristine credit and Fifth-Third 's refusal to correct its error in reporting, its intentional or negligent handling of the account, its refusal to remove/close an account which it reports to credit agencies despite the fact I never applied for the credit or consented to the terms any credit contract, and the fact that I am told by local employees that I " have no accounts '' with Fifth-Third and that any history of reporting will be " wiped, '' has caused extreme aggravation. Further, continually opening accounts without my consent, refusing to close or remove me from accounts, and lying about removal from any credit reporting history has detrimentally affected my credit score causing severe damage for me personally and my ability to run my sole proprietorship business. I need Fifth-Third to respond to my originally requests and for all accounts to be removed from credit history as it states that I have no accounts with it.
Company Response:
State: OH
Zip: 44124
Submitted Via: Web
Date Sent: 2018-07-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 5/3 Bank severely mismanaged my escrow account causing a deficient of {$3700.00}. They bought out my mortgage in XX/XX/XXXX. They mismanaged the property taxes for my property for XX/XX/XXXX. They said they thought my property taxes were {$330.00} when in turn they were paid the previous year as {$2400.00}. My prior mortgage company paid the appropriate taxes the year before but they said they had no idea what the correct amount was for. How could this be? I have had numerous mortgage companies buy out my mortgage for 15 years and have never had this issue before. They also did not even pay my mortgage insurance when it was due in XX/XX/XXXX. I had to pay it so it would not lapse. This company mismanages and does not treat its customers fairly!!!! DO NOT GET A MORTGAGE OR DEAL WITH THIS COMPANY!!!
Company Response:
State: FL
Zip: 32708
Submitted Via: Web
Date Sent: 2018-07-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Fifth Third purchased my mortgage. I have made timely payments for four years without incidence. They are auto-debited this payment from a checking account at another bank. I was on back to back business trips ( I am a busy professional with an excellent credit rating ) and did not monitor the checking account balance. I made a stupid, bad mistake and did not closely monitor my checking account balance on this one account that I maintain this mortgage to be auto debited from. Because of this, Fifth Third Bank reported me to the credit agencies and will not redact. And I made every effort to pay, once I found out through a snail mail letter Fifth Third sent me. I was prohibited from paying because Fifth Third is so antiquated that they offer no auto payment thru the phone unless you have other accounts there. And you can not start an account online. Their business office has no extended hours ( this was the weekend after the XX/XX/XXXX ). But on top of it all, their CSRs, in between their candid remarks about the terrible software they are made to work with, told me out and out falsehoods about additional automatic withdrawals, no penalties -- and also neglected to tell me information that an additional auto-debit just the day before had crossed with my deposit to my checking account compounding the situation! I didn't know until I received a call from Fifth Third on XX/XX/XXXX and immediately got my account up to date on the same day. NONE of this had to happen if they had 21st century banking policies. They purchased a mortgage with a borrower that is outside of their service area and they have no online means of servicing this borrower unless accounts are set up during normal business hours something I also attempted to do. I attempted all due diligence. Fifth Third 's policies are antiquated, punitive, and do not have the consumer -- or their best customers -- in mind. Their online ratings are awful. On most social media sites there are hundreds, if not thousands of poor ratings. Please help me by asking them to redact the reporting of my late payment to the credit agencies. I tried everything I could to pay this bank. I was met with sub-par online services and mis-truths from their CSRs. This was my first infraction, and Fifth Third Bank gave me no other alternative paths to pay my mortgage, and they still reported me. I am not alone from mistreatment by this bank. It's easy to fix : please ask them to redact those reports. On the bottom of their letters it always says, " Thanks for choosing Fifth Third Bank ''. Well, I didn't chose them. They chose ME by purchasing my mortgage, and I'm in an area they do not service. To Fifth Third : Don't report me to a credit agency when I try to make a super fast payment because I messed up if you don't offer me 21st Century banking services. And you don't talk to customers outside of business hours. Invest in the most minimal services of your competition. I have written to XXXX XXXX XXXX of Fifth Third and intend on writing to the Federal Reserve and State of Ohio Department of Commerce as well. Thank you. NOTE : Please do not share the attachment with the public as it may contain personal information.
Company Response:
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2018-07-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-15
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I opened a new account with Fifth Third last year. I started depositing checks to my new Express account before I opened a Money Market. I am a smart person and understood the process, perfectly. I never once slid the bar across the app to choose " i need immediate funds '' because there was no need for immediate funds. This bank charged me three times for a total of XXXX dollars, XXXX dollars each, and this is not right. I did not chose this and have saved videos on my phone to prove it. I have tried to contact the bank but they don't reply except for a form letter. I am a XXXX person on a limited income but that doesn't affect my brain. I know what I did and what I didn't do. I am very highly technical and did not make a mistake. This is a glitch in their system and they refuse to help.
Company Response:
State: IL
Zip: 60586
Submitted Via: Web
Date Sent: 2018-07-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-14
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I received a Fifth Third Bank promotion to open a checking or savings account with the following rules to qualify on the offer I received for the checking account : 1. To receive the {$250.00} promotion, customer must open a new 5/3 checking account, reach a balance of {$250.00} within 45 days of the account opening and maintain the balance for 45 days from the date of the balance required is reached. When I took my son in this morning to open his first checking account ( XX/XX/XXXX ) the personal banker told me that I also have to sustain a {$1500.00} balance between checking and savings. Nowhere on the promotional card I have does it say this. When I pointed that out to the banker and said this is a lure to get people in the door, she said yes it is! I still have the promotion card with the offer code XXXX
Company Response:
State: OH
Zip: 43221
Submitted Via: Web
Date Sent: 2018-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I deposited a check for {$5000.00} into my Fifth Third Essential Checking Account. I only had {$2000.00} dollars in the account prior to this deposit. Rather than hold these funds for six days ( which is the length of time stated in their Reg CC Hold Procedure ) to verify that the check was legitimate, Fifth Third Bank made those funds available the very next business day, XX/XX/XXXX. This out-of-state check ended up being fraudulent from an account that was closed over a year ago, so Fifth Third penalized me the full amount on XX/XX/XXXX because I had already spent {$4000.00} dollars from this account. On XX/XX/XXXX, I called Fifth Third headquarters and notified them of the situation. A representative I spoke to at approximately XXXX named, XXXX, notified me that the issue was not my fault and that the branch shouldve held the check before depositing the funds into my account. Fifth Third failed to follow their own Hold Procedure, which would have prevented this problem from happening in the first place, and that is why I am submitting this complaint.
Company Response:
State: MI
Zip: 48035
Submitted Via: Web
Date Sent: 2018-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A