Date Received: 2018-03-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am a long-time checking/savings account holder with Fifth Third. On XX/XX/XXXX, my wife and I applied for a conventional mortgage loan to purchase a new house through Fifth Third. My original Mortgage Loan Officer was XXXX XXXX ( NMLS # XXXX ). XXXX provided a pre-qualification letter and assigned the loan to a Mortgage Processor, XXXX XXXX ( NMLS # XXXX ). XXXX, who was rude and unprofessional throughout the process, asked me to provide numerous documents, which I did without question and without delay. One of the documents XXXX asked me to provide was a copy of my home inspection. XXXX failed to inform me that I was not required to provide a copy of the inspection, failed to inform me that, if I did provide a copy of the inspection, that I would be required to rectify certain items on the inspection report, and failed to inform me that I would be required to pay for such rectification. In fact, XXXX failed to inform me of anything - she simply asked me for a copy of the report, which I provided. On XX/XX/XXXX, XXXX informed me that I would have to make certain repairs to the home ( which I do not yet own ), that I would have to hire a contractor to complete these repairs, and that these repairs would need to be completed prior to the closing date of XX/XX/XXXX ( a mere 20 days later ) in order for Fifth Third to approve the loan. The following day, I called both XXXX and XXXX to complain about what had transpired. XXXX admitted to me that XXXX should not have asked me for a copy of my inspection and that XXXX should have advised me of what would happen if I did provide a copy. XXXX then offered a potential resolution - there would be an escrow hold-over of an amount to be determined ; once I completed the repairs myself, I could provide proof of the same and the hold-over funds would be released. I agreed to this compromise. On XX/XX/XXXX, XXXX called me to inform me that the compromise we discussed on XX/XX/XXXX was not possible and that I would have to complete the repairs prior to closing. Considering that I do not own the home in question and that I have already negotiated the contract with the seller, this is simply not possible. I am now forced to find another lender at the last minute in order to avoid losing the home my wife and I wish to purchase. Fifth Third in general and XXXX and XXXX, in particular, have gone out of their way to attempt to ruin my purchase of a new home. Fifth Third should be ashamed of how it has treated a long-time customer. XXXX and XXXX should be stripped of their licenses to ensure that they do not have the opportunity to ruin another couple 's future.
Company Response:
State: OH
Zip: 45236
Submitted Via: Web
Date Sent: 2018-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-12
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: I ADVISED A FEMALE AGENT TO REMOVE A BUSINESS NUMBER BECAUSE THE NUMBER WAS NO LONGER ASSIGNED TO ME BACK IN XX/XX/XXXX. TODAY, XX/XX/XXXX A CALL WAS PLACED TO THE NUMBER THAT WAS TO BE REMOVED XXXX AND THE YOUNG LADY DISCLOSED WHERE SHE WAS CALLING FROM AND REFUSED TO TAKE THE CORRECT NUMBER TO CONTACT ME. I CONTACTED 5TH LOSS MITIGATION DEPARTMENT THE ONLY NUMBER I HAD READILY AVAILABLE ONLY TO EXPLAIN THE SITUATION TO BE HUNG UP. SPOKE TO COLLECTIONS TO REQUEST A SUPERVISOR ONLY TO BE HUNG UP AND TOLD THAT THEY DONT KNOW WHY THE AGENT CALLED THAT NUMBER WHEN IT WAS REMOVED AND CANT EXPLAIN WHY..
Company Response:
State: AL
Zip: 35023
Submitted Via: Web
Date Sent: 2018-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-09
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I purchased total loss protection for a used XXXX XXXX XX/XX/2012 through XXXX XXXX of XXXX. I was told when the car was totaled in an accident that I was over charged the value of the car and the GAP insurance would not cover XXXX dollars. I payed XXXX of this XXXX not knowing that the Gap insurance should have cover all of the Total loss of the vehicle. Fifth Third Bank was the lender I garunteed my loan through. They are sending me letters saying I owe them money. I have not called the number on the form because I do not want to communicat with them verbally. This claim is against Fifth Third Bank XXXX XXXX and XXXX XXXX of XXXX Massachusetts. Fifth Third Bank has admitted to 15 million settlement since they have allowed automobile dealers to charge higher interest rates to XXXX XXXX and XXXX borrowers than XXXX borrowers with similar loan qualification. Because the bank is admitting to wrong doing, why are they still requesting money from me?
Company Response:
State: MA
Zip: 02150
Submitted Via: Web
Date Sent: 2018-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-06
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: XX/XX/2018 I was called by Fifth Third Bank alleging fraudulent activity on an account linked to my personal, private cell phone number. I returned the call to the bank and was advised by the fraud department that my phone number is indeed linked to an account ( not in my name, or held by me ) that exhibited signs of fraudulent activity. I advised the bank that the account and activity are unrelated to me, and that my phone number should not be listed or linked to any account with Fifth Third bank, since I do not maintain any account there. I was advised that this was not possible, " since I am not the account holder ''. I do not want my private phone number associated with Fifth Third bank or any account at the bank, since phone number information is commonly cross-linked to a great deal of personal and financial data within the financial services community. It is inappropriate and poor financial management for the bank to allow my phone number to be improperly linked to a known fraudulent account, when I am not in fact associated with that account or fraudulent activity. My concern is that my personal phone number will be improperly linked to accounts or activity that are not related to me. Despite requests to escalate my request to an agent empowered to remove my personal phone number, the bank was unwilling to escalate to resolve the problem. I would imagine that this could make a worthy class action suit if consumers have been harmed by the improper linking of their data to unrelated transactions, despite the consumer 's repeated attempts to get the bank to correct its records.
Company Response:
State: OH
Zip: 43140
Submitted Via: Web
Date Sent: 2018-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-06
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Made an {$8800.00} cash payment to my Fifth Third Bank credit card on XX/XX/XXXX. Despite this payment being cash, a hold was placed on the account. I discovered this when attempting to use my card while on vacation in XXXX, Colorado. After discovering this, I spoke with a supervisor at Fifth Third 's customer service number who looked into the payment and removed the hold after discovering it was a cash payment. Days later, after attempting to use my card I discovered that a hold has been placed on my account again. I've called Fifth Third a half dozen times to get this hold removed and I've received excuses from the fraud the department that vary from they can't see what type of payment was made or that they can't release the hold due to policy. I don't understand ( 1 ) why the hold was placed on the payment in the first place, given that it was cash ( even if I have had payments returned in the past, they shouldn't be allowed place a hold on a cash payment given that there's no risk of the funds being returned or stopped ; or ( 2 ) why after the hold was lifted, they re-applied the hold.
Company Response:
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2018-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This confusion on 5/3rd Bank part began when I requested from 5/3rd bank to enter into their Forbearance Plan to postpone 3 monthly payments until the end of my Mortgage due to Hurricane Irma and Florida declaring it was in a State of Emergency. The mortgage payments that were going to be postponed were XX/XX/XXXX, and XX/XX/XXXX and XX/XX/XXXX. In XX/XX/XXXX I called 5/3rd Bank and declined the Forbearance Plan. During the months of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX I made separate Escrow payments by check. When I declined the plan I made a lump sum payment for the 3 above months for the Principal and Interest due. Because I had to stop my auto payment during the 3 months that I was entered into the Forbearance Plan I called 5/3rd bank and made an additional phone payment for XX/XX/XXXX Mortgage payment. As described in the documents listed below I have tried on many multiplication occasions to explain to 5/3rd Bank that I am current in my Mortgage payments, the bank states that I still owe the Mort. Payment for XX/XX/XXXX. On every occasion that I have called and spoken with a Customer Service Representative or a Mortgage Department representative I have been told by them that they see where I have sent in the funds for the Mortgage payments which total the amounts for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. They would state that they would submit a request to have these funds distributed correctly between the Principal and Interest and Escrow Departments and this would take 3 to 4 business days. On 12 different occasions I have called 5/3rd Bank and spoken to a representative or met with a bank manager ( see document below ). Each time I have been told the funds have been received and they would submit a request to have them distributed properly. This has never been done!!! I am now receiving phone calls from the 5/3rd collections department about being delinquent on my XX/XX/XXXX Mortgage payment which was made on XX/XX/XXXX. I have canceled checks and letter from 5/3rd bank for phone payments which total the amount due for the XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, & XX/XX/XXXX Mortgage payments. I can prove that all the funds for these 4 months have been sent into 5/3rd bank and they have acknowledged that they have received them. See list of payments made to bank. Payments Made to Bank for my Mortgage XX/XX/XXXX {$2000.00} ACH Debit/Auto Payment Mortgage Payment for XX/XX/XXXX XX/XX/XXXX {$660.00} Check # XXXX sent to bank Escrow Only for XX/XX/XXXX XX/XX/XXXX {$660.00} Check # XXXX sent to bank Escrow Only for XX/XX/XXXX XX/XX/XXXX {$660.00} Check # XXXX sent to bank Escrow Only for XX/XX/XXXX XX/XX/XXXX {$4000.00} Phoned payment to bank Mort. P & I only for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX {$2000.00} Phoned payment to bank Mortgage payment for XX/XX/XXXX {$10000.00} Total Payments made to bank for the previous 5 months Payment That were Due Bank for my Mortgage XX/XX/XXXX {$2000.00} Mortgage payment for XX/XX/XXXX XX/XX/XXXX {$2000.00} Mortgage payment for XX/XX/XXXX XX/XX/XXXX {$2000.00} Mortgage payment for XX/XX/XXXX XX/XX/XXXX {$2000.00} Mortgage payment for XX/XX/XXXX XX/XX/XXXX {$2000.00} Mortgage payment for XX/XX/XXXX {$10000.00} Total Mortgage payments due for previous 5 months
Company Response:
State: FL
Zip: 33328
Submitted Via: Web
Date Sent: 2018-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I was notified via letter that my property taxes for the second half of the year hadn't been paid. This was unusual because I pay an escrow fee to my mortgage company ( 5/3 bank ) and they pay my bill. I am never late paying them and they have never been late paying my taxes. I called and spoke with a woman named XXXX ( from XXXX county ) and she told me the story ... XXXX county billed the wrong person for my property taxes, that party paid, then realized there had been a mistake and taken back ( or had the money refunded ). Since this date I have made numerous calls to my mortgage company with no resolution. I have also made a number of calls to XXXX County were I have received no help. I have been asking for XXXX County to resubmit to tax paperwork to the correct entity my bank. They refused to do so on a number of occasions. I have asked the county to call my mortgage company. They refuse to do that as well. I have also made calls to 5/3 bank. I called on XX/XX/XXXX and spoke with XXXX, wrote a letter via snail mail on XX/XX/XXXX, called on XX/XX/XXXX and spoke with XXXX, wrote a letter on XX/XX/XXXX, and called on XX/XX/XXXX and spoke with XXXX, faxed a letter on XX/XX/XXXX, and called again today on XX/XX/XXXX and spoke with XXXX and this issue hasn't been resolved. Today I finally got a supervisor ( XXXX XXXX ), but she gave me an email address that did not work and has not returned by call. 5/3 claims they have never received any letters including original copies of letters from the county or my fax including a delinquent tax notice. But they do acknowledge that no second half of the year taxes were paid! The money is sitting there in my account making money for the bank. This situation is so frustrating to me. In my eyes, a mistake was made by the county and they will not help me correct it. At this point there are several hundred dollars of late fees and interested tacked on top of my loan. If you could be of any help I would greatly appreciate it. If you can steer me toward someone who cares and would be willing to help I would also greatly appreciate it.
Company Response:
State: MN
Zip: 55407
Submitted Via: Web
Date Sent: 2018-03-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-03-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened a checking account with Fifth Third Bank during XX/XX/XXXX. After meeting certain requirements, they issued me a {$250.00} account opening bonus. On XX/XX/XXXX, I went into the branch to inquire whether or not the bonus is considered interest. I had not received a XXXX form from Fifth Third Bank at that time. After checking the bank 's systems online, the branch officer indicated that there would be no XXXX issued to me for this bonus. Relying on that information, I e-filed my state and federal income tax returns for XX/XX/XXXX. On XX/XX/XXXX, I received an e-mail from Fifth Third Bank that a new tax document was available for my checking account online. I went online and discovered that they issued me a XXXX for the bonus amount on XX/XX/XXXX. I still have not received the form in the mail. My understanding of the tax regulations is that the bank was required to mail me a XXXX form by XX/XX/XXXX for calendar year XX/XX/XXXX. Fifth Third Bank did not comply with the tax regulations in this regard. Because Fifth Third Bank did not follow the tax regulations by issuing me a XXXX form in a timely manner, I will now be required to file amended tax returns at both the state and federal levels. This will result in added time and expense on my part.
Company Response:
State: MI
Zip: 48439
Submitted Via: Web
Date Sent: 2018-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: At the end if XXXX I received my mortgage escrow analyse. It appears that there was a shortage of {$800.00} on my escrow account. My payment was going to go up {$150.00} this year which I could not really afford. I called my mortgage company on XX/XX/XXXX of this year to ask about the shortage. They told me they mistakenly had left off my home owners insurance payment and that caused the shortage. They told me I could repay it back with in 24 months. I told them do that and that I would also like the bank to pay part of that shortage because it was their mistake. Throughout XXXX they never changed the repayment to 24 even after several phone calls and they refuse to reimburse for their mistake.
Company Response:
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2018-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-02-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: on XX/XX/XXXX i spoke with someone in the escrow department of fifth third bank. After a long discussion i came to the conclusion that i would cancel my escrow account as i do not require one having a VA loan. the person i spoke with said i needed to send them a letter stating i wanted to be removed from escrow. I hand wrote a letter and faxed it to the number given to me by the person in the escrow department. On XX/XX/XXXX i called to find out the status of my escrow account, and be sure that they were closing it and sending me the balance. I was told by someone different that they did not have the fax, that it would be another 24-48 hours. So i called back on XX/XX/XXXX to check on the status, and was told again by someone different that they could not locate my letter and requested i email it to her specifically and she would resubmit it and it would take another 24-48 hours from the time she submitted it. Totally irritated now i called back and got someone else again, and she told me they found my fax, and they just opened the case. and it would be resolved by Monday the XX/XX/XXXX. and not to send the email as it would prolong the case. I called again to verify the case was resolved and my escrow was closed and the balance was sent to my house. I got someone else again, telling my they are waiting for a fax that i was told not to send and nobody is even looking for the fax what happened to it or wanting to resolve this issue. There are no contact information for the corporate office, so there is no way to contact anybody that might even consider helping resolve this issue. and every time i call back i get someone different and a new story. i want my escrow account closed, the balance sent to my home address and a new calculation for my mortgage without escrow and the coupon sent to my house. if they cant handle that I may be forced to take my mortgage elsewhere.
Company Response:
State: GA
Zip: 30542
Submitted Via: Web
Date Sent: 2018-02-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A