Date Received: 2016-12-25
Issue: Billing disputes
Subissue:
Consumer Complaint: I issued a dispute for a charge of {$350.00} with Fifth Third Credit Card Services for goods not received ( Case XXXX ). The charge was made on XX/XX/2016 and the dispute was issued on XX/XX/2016. I sent a written statement and supporting documents by certified mail on XX/XX/2016 and was received by Fifth Third on XX/XX/2016 ( USPS tracking number XXXX ). Fifth Third sent a letter stating that I have not responded to phone calls or mail correspondence soon after and reinstated the charge and assessed finance charges for the dispute that was later reversed but took several phone calls. Fifth Third then sent another letter with documentation from the merchant dated XX/XX/2016 and requested response by XX/XX/2016. The letter requested evidence indicating the merchant did not ship goods to the address merchant insisted was agreed upon. My follow-up letter with documentation was sent on XX/XX/2016 overnight ( USPS tracking number XXXX ). USPS tracking lists XXXX XXXX as the person who accepted the letter on XX/XX/2016 at XXXX XXXX. Within a week of sending this letter an undated letter was received from Fifth Third stating, " The dispute has been resolved in your favor, and a credit has been applied to your account in the amount listed above. '' On XX/XX/2016 a charge of the disputed amount from the merchant was reapplied to my account without any notification from Fifth Third. I contacted Fifth Third numerous times and several representatives ' stated Fifth Third had not received my letter dated XX/XX/2016. Another representative confirmed receipt of my letter and forwarded to the back office for review and requested a supervisor call me to issue an update and reason for the applied amount. On XX/XX/2016 XXXX a supervisor with Fifth Third left a voicemail on my personal phone stating the information sent in by the merchant does not support the case, but Mastercard requires a written response from me stating that I have reviewed documentation from the merchant and that I am still in dispute. On XX/XX/XXXX I returned Fifth Thirds call and spoke to XXXX at XXXX, XXXX stated Fifth Third required more information. On XX/XX/2016 I spoke with XXXX and requested a fax of all documentation pertaining to my dispute. XXXX stated it would take 3 business days to receive the fax and that someone would call prior to the fax being sent. On XX/XX/2016 I spoke with a supervisor name XXXX ( recorded conversation ) that indicated they had my letter dated XX/XX/2016. She said the reviewer still needed time to review my letter with documents and that she was going to report the reviewer to her supervisor for not updating my file in their system. XXXX confirmed I would be receiving a fax and telephone call regarding documentation requested from Fifth Third. I am still have not received the fax or telephone call from Fifth Third and the charges are still applied to my account. The dispute has now exceeded two billing cycles and 90 days. Fifth Third has not performed its duty to resolve my dispute. They have not properly handled information pertaining to my case and therefore could not resolve the case with in the required timeframe. I request the case be settled promptly and the information provided be reviewed. Secondly, I request all documents sent to me from this day forward to be dated, and that I receive a phone call from a manager with the authority to escalate and resolve this case.
Company Response:
State: TX
Zip: 75077
Submitted Via: Web
Date Sent: 2016-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-23
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I got an email saying I need to update my information on a bank website but I do n't have an account with that bank. I feel that someone tried starting an account with this bank with my name. I 've kept the email just in case and the attached pictures are screenshots of the email on my phone.
Company Response:
State: IL
Zip: 60615
Submitted Via: Web
Date Sent: 2016-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-22
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I tried opening a XXXX account, but was being reported by Early Warnings, saying that I had a 5/3 Bank Account in my name I 've never banked with them before.
Company Response:
State: OH
Zip: 44146
Submitted Via: Web
Date Sent: 2016-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-21
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Fifth Third Bank manipulated my account to obtain additional fees. They have violated banking practices by delayed posting of transactions resulting in a circle of misinformation and discrimination on the basis of account type. The bank advised me they process all transactions twice through overnight processing and systematically reject transactions to obtain ATM and overdraft fees on savings accounts which is not permitted and do not operate with the opt in or opt out policy for overdrafts as required by federal regulations. Upon notification to the bank I was advised their resolution was to coach their employees and continue operating under these practices despite knowledge this was against regulation. The reference ID I was given for this matter is XXXX and I spoke with XXXX and XXXX both supervisors in the department regarding these illegal practices.
Company Response:
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2016-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have had an escrow for years with Fifth Third Bank to have my taxes and insurance paid. For some unknown reason Fifth Third did not pay my homeowners insurance and it is about to be canceled by my insurance company. I have been trying to get this resolved for 2 weeks and no one at Fifth Third is willing to help me get this fixed. This has been very frustrating and they have horrible customer service.
Company Response:
State: IL
Zip: 60467
Submitted Via: Web
Date Sent: 2016-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-19
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: We got a XXXX fee to our checking account but could not understand why, had no outstanding checks. When we asked customer service and branch manager at bank, we were told that it was a debit card charge from XXXX. This seemed impossible since Debit card purchases wo n't authorize unless funds are in the account, which they were at time of purchase. Also, an authorization for the amount immediately goes on the account and fubds removed until final purchase a few days later or authorization falls off. Well, according to customer service the XXXX store decided they did not want their money and the bank put funds back in our account. We can not find this alleged funds back in transaction in our account. We asked bank for proof they put funds back in our account but they refuse to provide it. We do not even see original transaction but many days later it appears the bank took the amount out. They refuse to reverse the fee for their own error because they reversed XXXX fees in the past but XXXX of those fees occured because they took an annual debit card fee for charity card without warning us, again banks fault. We want our XXXX returned. Thanks
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2016-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a mortgage with Fifth Third Bank. I have paid my mortgage payment every month through my checking account automatic payment system. For the XXXX 2016 payment, my bank sent the usual amount of {$3300.00} to Fifth Third on XXXX XXXX. On XXXX XXXX, I received a letter from Fifth Third indicating that they can not apply the amount because the monthly payment should have been {$3400.00}. Apparently, the amount increased due to a change in escrow requirements,. I immediately sent Fifth Third another payment of {$72.00} through my bank and called Fifth Third to advise them. I was told that neither the original {$3300.00} nor the {$72.00} could be applied and that I need to send another single payment for the full {$3400.00}. If Fifth Third did not receive this by XXXX, I would be assessed a late charge. I then went on the Fifth Third website and sent the full payment and called Fifth Third back to request a refund of the {$3300.00}. I was told that this amount could not be refunded until the {$3400.00} was credited. I asked ( on XXXX separate calls ) that the {$3300.00} be returned to the bank from which it had been sent. I waited until XXXX to determine if the refund had occurred. I then called Fifth Third on XXXX and was told by the first representative that the payment had been sent back to me. I asked if it was sent electronically or by a check - she disconnected the call. I then called Fifth Third back and was told that there was no refund and that Fifth Third had applied this amount to principal. I again asked for it to be refunded and was told that a check needed to be ordered. I asked for interest on the payment since Fifth Third had wrongfully held on to my funds for 2 weeks and was told that they refused. As of now, Fifth Third has kept my funds, demanded that I make a second mortgage payment and refused to provide me with any assistance..
Company Response:
State: CT
Zip: 061XX
Submitted Via: Web
Date Sent: 2016-12-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-16
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Unauthorized money transaction, by means of direct deposit, by the company XXXX. The company direct deposited illicit monies. Bank to Bank.
Company Response:
State: IL
Zip: 60148
Submitted Via: Web
Date Sent: 2016-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My daughter XXXX received her annual escrow statement from Fifth Third bank with a substantial increase in mortgage payment. Partially due to an increase in property taxes and insurance but a large portion relates to the cushion analysis for the upcoming year. The concern is that the ending balance in the XXXX projection does not agree with the beginning balance of the XXXX projection. After almost 2 months and trying to resolve this with Fifth third I was able to determine that they had deleted one months escrow payment from the calculation. I have emailed this information to them for correction. However, they are not returning my calls or responding to emails. I have delt with XXXX XXXX, her supervisor XXXX ( I believe the last name is XXXX ) and another supervisor XXXX, who would not provide a last name. I analyze my daughters escrow every year and XXXX with 28 years of experience. Fifth Third was unable to answer ( or unwilling ) my questions and this has been a very frustrating experience. I am not sure they will ever resolve the issue.
Company Response:
State: MI
Zip: 493XX
Submitted Via: Web
Date Sent: 2016-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-14
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: We applied for HAMP loan modification with Fifth 3rd Bank and the bank moved forward and sold Our home. The bank acknowledged receiving the complete losss mitigation application and supporting documents but still moved forward and did not review or offer any type of solution to help Us stay in Our of 22 years. All of the equity We invested is taken away. We hired an attorney who was suppose to be representing jUs with the foreclosure process and he basically stole Our money. The attorney has been missing in action and does n't take calls or respond to text or email messages. We later found out he has been cited by the Lawyers review board for inappropriate conduct. We are now struggling with finding another attorney and appealing a case that should have never gone this far.
Company Response:
State: IL
Zip: 60619
Submitted Via: Web
Date Sent: 2016-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No