Date Received: 2018-01-03
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: My former employer provided health benefits with an HSA account that they setup with a local bank in XXXX, Fifth Third Bank. I tried to close the account and they said that they were going to charge me a fee and in addition, they have been charging me a monthly fee on a deposit account with no activity for years now. I have ignored the problem in large part because of the inconvenience but they have now drained more than half of the assets from the account, have constantly cancelled debit cards or not provided a way for me to access my funds and still insist on charging me a $XXXX fee simply to retrieve my own money and close the account (which is less than half of what it originally was due to service fees). When I call they have absolutely no regard for this problem and insist that these were part of the terms of my account. I did not chose the financial institution because it was an employer supplied HSA plan. I am extremely frustrated and out hundreds of dollars in fees on an account I did not use and have basically left as a deposit for them for years.
Company Response:
State: CA
Zip: 90064
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-01-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I notified Fifth Third bank in XX/XX/XXXX and advised that my pay check with being garnished via my husband at the time hospital bill. and that i would not make enough due to being the only one working due to the brain injury for my husband at the time. I filled out a Hardship application and was denied but continued to make the monthly payments as well as I could. I continued to make payments until XX/XX/XXXX when i was told they would not take my payment and to call the fifth third bank in XXXX. At that time i was advised that i was late so many times on my payment and that they would not except anything but the full past due payment or my account would go for foreclose. I have been back and forth filling out hardship applications with fifth third and on XX/XX/XXXX they sent me 3 of my last monthly payments back to me. I still have that check. I now have been denied again for the hardship change to my loan and they are advising me that they are going thru with the foreclosure. I feel that fifth third is not working with my and i have followed all their steps to prevent this from happening When i call i never get the same answer from the representatives on the phone and no one can tell me what is going on and what needs to be done.
Company Response:
State: IN
Zip: 47240
Submitted Via: Web
Date Sent: 2018-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my first solo home XXXX. My mortgage was sold to XXXX who failed to pay my winter taxes then inferred I 'd have to pay the penalty fees. Since they could n't service my mortgage, I requested they sell it to someone that could. They obliged and sold it to XXXX XX/XX/XXXX. I had auto-deducted biweekly payments with XXXX. Before XXXX even got my mortgage info, they told me they could do the biweekly payments as a courtesy because I had that service through XXXX. After multiple calls to various customer service reps and supervisors, XXXX still has inconsistencies in whether or not they do the biweekly payments, it depends on to whom you speak. XXXX has published brochures they send that clearly state on page 5, The terms of the loan do not change. Only who the payment is made to and where it 's sent changes ... .the terms of your loan do not change ... Only your account number and who you make the payment to changes after the transfer date. Clearly this is incorrect when they later informed me I can make biweekly payments but would incur a {$1.00} fee per biweekly payment and I would have to call them to inform them how or where I want the partial payments applied. I have a mortgage with them - how about they apply them to the mortgage! I did not have a fee with XXXX nor did I have to tell XXXX how to apply my payments to my mortgage. Furthermore, I receive monthly statements that clearly indicate they are not bills, that my mortgage payment will be auto-deducted from my financial institution. This is completely false. A XXXX rep and supervisor both confirm I am not enrolled in auto-deduction despite a letter signed by XXXX Senior Vice President, XXXX XXXX XXXX, stating I am. Had I not caught this, this could have had potentially negative consequences to my credit, I could have been assessed late fees, etc. XXXX 's misinformation, disorganization, and per their own admission in correspondence to me that they are " unclear on how to apply these funds '' has left me hugely mistrustful of them. I, a mortgage layperson, should not have to babysit XXXX and tell them how to apply my payments to my mortgage. I also should trust that correspondence they send me is accurate and if it 's not, I expect prompt correspondence of the error. This has not occurred as evidenced by the multiple statements that still indicate XXXX auto deducts payment when my credit union account indicates I manually send them payments. I allegedly filed 2 complaints regarding these issues w/ 2 different XXXX supervisors. I say allegedly because XXXX supervisor XXXX told me XXXX has no formal complaint process and complaints are handled internally, that they do not notify the customer. So I have no proof other than my documentation and a possible call recording on XXXX 's end and certified mail/return receipt that I have filed these complaints. But now I have this and also one with the FTC. I have lost time, wages, and incurred immense frustration in trying to resolve these issues. I have requested to XXXX XXXX XXXX XXXX that XXXX sell my mortgage to a servicer who can accommodate the auto-deducted biweekly payments without a fee and without me having to babysit them to apply the partial payments to my mortgage. I 've also suggested they update their literature and correspondence to accurately reflect the hidden fees and work a customer will have to incur, instill a formal complaint process so the customer can get written proof a complaint has been lodged, and also implement some training for all XXXX phone reps and their supervisors and the supervisors ' supervisors. Please see my attachments for more details and substantiated proof of my complaints. Thank you for your time.
Company Response:
State: MI
Zip: 48375
Submitted Via: Web
Date Sent: 2017-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I received notice from my previous mortgage servicer that my mortgage was being transferred to a new owner, Fifth Third Bank. I was given instructions to mail a check to Fifth Third for XXXX, since I would n't have an online account set up by the XXXX of the month. I mailed the check on time, and it was cashed on XX/XX/XXXX. Since then, I paid my mortgage online for XXXX. In XXXX, I noticed that my autopay setup apparently had not gone through as expected, so I logged in to my account to pay on XX/XX/XXXX. At this time, I saw that Fifth Third still showed me as being late for XXXX, even though I had definitely paid, so I contacted customer service through my online account that day to inquire. It was n't until XX/XX/XXXX that I realized I had a reply from the bank, since their system inexplicably does not alert you by email when customer service replies to a message. In subsequent messages, they told me their records showed they never received a payment for my first month under their servicing in XXXX, even though my bank shows a check cleared for my mortgage amount. Customer service asked me for further details to research the issue, including the check number, account and routing numbers, and the amount, which I provided. They advised on XX/XX/XXXX that it would take up to four business days -- until XX/XX/XXXX-- for them to research the whereabouts of the check to get it properly credited to my account. By XXXX XXXX on XX/XX/XXXX, I had not received any further communication from Fifth Third, so I contacted them again via online message to check on the status of this issue. To customer service 's credit, they replied the same day to inform me they had not been able to find the check. They asked me to contact my bank to get copies of the front and back. My online account with XXXX did not have images of the check on file with my account as they usually do, so I called my bank by phone to see if there was something they could dig up. Unfortunately, the check was cashed by ACH withdrawal, and there does not seem to be a scanned paper record or " converted check, '' only a notation on the ACH withdrawal for the check number ( XXXX ). At this point, I filed a dispute on the charge with my bank because neither my bank nor Fifth Third seems to have proof of where my mortgage payment ended up. ( I considered that someone could have stolen the check somehow, but I think it 's much more likely my new mortgage servicer cashed it and did n't give me credit. ) XXXX says it will likely take anywhere from 15-45 days to research and resolve the dispute. In the meantime, I 've spent the holidays receiving passive-aggressive notices from the bank about payment assistance and my rights in a foreclosure, for a mortgage I have paid faithfully every month. ( No, I do n't need help paying my mortgage ... Fifth Third needs help processing it! ) I 'm worried that Fifth Third insists I double-pay my mortgage immediately because they ca n't find the check they cashed, or else they will drag down my excellent credit score by claiming I missed a payment. I would greatly appreciate the CFPB 's help in expediting resolution on this issue. It 's unacceptable that my most valuable asset, my home, is being threatened because my mortgage account got sold without my consent to some jokers who can barely handle payments.
Company Response:
State: TX
Zip: 78702
Submitted Via: Web
Date Sent: 2017-12-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-29
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I went to Fifth Third Bank to apply for a mortgage. While I was there they asked me to open a checking account as it would reduce my interest rate and Id be able to set up an ACH. I was told there would be no fee associated with the checking account. So, they had me sign about 20 pages for the mortgage company Nd the gentleman at the bank would verbal go through each one and give a debrief about what I was signing. Again, NEVER did we discuss fees! The mortgage was not approved and did not go through. I received a denial letter in the mail. However, they kept my checking account open, which I assumed ithe {$50.00} that I opened with would just remain in my account. That was not the case in XX/XX/XXXX I received a letter that indicated I was overdrafted and I owed them some money! I immediately called the bank when I was advised well I can see where the could have left this out because it was a mortgage but I can only refund you XXXX dollars! I asked to speak to his manager and I never received a phone call from! So, I walked in to aine of their branches and the branch manager was busy working the teller line and was unable to assist me. I demanded corporate phone number, which was given to me. I called corporate and once I indicated I was writing to the CFPB, they said she could not discuss the issue any further and would have someone call me back within 24 hours! I did receive a call and I explained my situation the gentleman told me he would have to revie the issue and call me back! Its been over a week with no return phone call! I would like an investigation to see how many consumers have gone through this where they are mislead and then they take all of you money then ask you to pay overdraft fees!! They should not ask consumers top open a bank account unless theyve been approves for a mortgage!! This is fraud!!
Company Response:
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2017-12-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-29
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I was XXXX for a XXXX XXXX that had a savings account which went inactive. I was not notified that it was 'dormant ' and that a fee of $ XXXX/mo was being deducted from the account. When I went to close the account, the balance was {$160.00} less than I expected due to dormant fee. The bank was under different ownership when I opened that account ( XXXX XXXX XXXX ). I do not recall this being explained when I open the account in 2002. The bank said it was my responsibility to check the balance even though to online statement nor mailed statement were being sent.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2017-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX XXXX, XXXX around XXXX I made a cash deposit using the ATM located outside the branch Fifth Third Bank. Once I inserted the cash making a total of {$2500.00} the machine went black with an error message ( OUT OF SERVICE ) it took my debit card and money and no receipt was printed. I contacted customer service and explained what just had happened. The Financial Center Manager was contacted XXXX XXXX she is whom assisted me and returned my card that was still in the machine. I was told that a complaint was needed and that it was going to take XXXX business days for investigation and funds to credited to my account. I waited patiently just to find out that the case was closed. I asked for a revision of cameras that are located at the ATM. My funds are still not reflecting. It is a large amount I deposited and I have been a loyal customer with them for the past 3 years.
Company Response:
State: NC
Zip: 28086
Submitted Via: Web
Date Sent: 2017-12-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: To whom it may concern,I am currently in the process of buying my first home through Fifth Third Mortgage Company in Michigan. My purchase agreement was completed and was sent to the processor on XX/XX/XXXX. We all agreed that closing would take place the last week of XXXX on the purchase agreement and through email due to me going out of the country starting on XX/XX/XXXX. During this process the processer requested for an insurance quote. He also sent me over documents to sign that had the wrong purchase price and wrong purchaser name. I sent emails stating this needed to be fixed on the XXXX. After no response after three days, I called stating the mix up where I was told to sign the documents to meet closing time, even though they were incorrect. I called my lender and told him the issue I had with the processor instructions in which he told me to mark off the incorrect areas and write the correct purchase price and my correct name on the document with initials next to those areas. I then received a call on XX/XX/XXXX from the lender stating that I need Home insurance to close. I proceeded to tell my lender that I sent two different insurance quote stating which one was cheaper to the processor a week ago. My lender told me that I actually need to buy Home insurance that day and that the processor is on vacation until next year and we might be able to close XX/XX/XXXX.I received a call today stating that the title transfer might take longer and that they never received verification from my employer. I sent an email stating why was I not informed because I could have got my company to sign off on this before the holiday break. I now have to call my boss during the holiday break to get him to sign off. They have also now informed me that I will need to get a power of attorney for someone else to sign off on MY FIRST HOME since I will be out of the country.
Company Response:
State: MI
Zip: 48186
Submitted Via: Web
Date Sent: 2017-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was sold to Fifth Third Bank and from the beginning we experienced billing related issues. Our mortgage payment has been and is alway auto-drafted from our account each month. We paid our XXXX bill of XXXX in full and on time on XXXX XXXX. The payment was never applied correctly to our account. Now the XXXX payment has been mailed back to us? We are not sure why. We have spoken with someone every week and nothing has changed. " XXXX and XXXX '' have both assured us that something that will be done about it via a " task '' system. XXXX XXXX follow up XXXX nothing change, XXXX XXXX follow up with XXXX, nothing done, XXXX XXXX follow up with XXXX, nothing done. XXXX XXXX we had a very disturbing call from their collections department about non-payment for our mortgage. We were assured there would be no effect on our credit, yet checking our credit report it has been reported as late payments. We are in the process of attempting to purchase another home and have been warned that this will effect our rate unless resolved. After again calling on XXXX XXXX " XXXX '' has assured us that something will be done but after all we have been through we desperately need help in resolving this matter.
Company Response:
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2017-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-21
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I bank at XXXX Bank. My checking account was erroneously debited twice by my mobile phone company and when I realized the error, it was too late to stop the second charge so I was given a credit. In the meantime, because of the second charge ( which was {$510.00} ) my account went into overdraft and I was debited {$370.00} in fees. I called the bank on XXXX/XXXX/XXXX. I was told that the overage was n't my fault and that I would be credited the {$370.00} but that {$180.00} was still pending and I would have to call the next day for resolution. When I called on XXXX I spoke to a different associate and was told that the rest of the money could not be refunded. Both the associate and the manager at the Resolution Office told me that either had no way of knowing who I spoke to or what was promised to me. I countered with, " you are a financial institution, I find it difficult to believe that your associates do not note resolution attempts on customer accounts. '' I work for a financial institution and in fact I write policies and procedures for a living so I told the manager that I wanted to escalate it further or I would have to file with the CFPB for excessive fees and gouging. He put me on hold. After five minutes he came back and said that he had spoken to the first associate and that she acknowledged I would receive a full credit. Of course he lied when he said he could n't research the resolution issue. This is an unfair practice designed to deny customers of their rights while overcharging their customers with exorbitant fees. I should n't have to fight to receive fair treatment. XXXX XXXX XXXX Bank.
Company Response:
State: IL
Zip: 60614
Submitted Via: Web
Date Sent: 2017-12-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A