Date Received: 2016-12-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have made a qualified written request recently to my bank and they failed to audit my loan. In response to my written request they stopped taking the mortgage payment via their " bill payer '' automatic payment system then wrote and told me the payment is due XX/XX/XXXX. It was paid today but I have no idea why they stopped taking the payment on their autopay system. I have asked Fifth Third Bank to audit my first mortgage and other old accounts but, they wo n't. My current mortgage account is still being over charged by at least XXXX per month and they admit they overcharged my account XXXX but they wo n't explain why they took XXXX from my bank without my consent in XXXX or why they overcharged me XXXX. The problem is they wo n't refund anything nor will they explain why I am paying to much each month. I know this will l happen again and I ca n't tolerate this equity skimming any longer. I have never missed my XXXX monthly mortgage payment yet, when I try to resolve it on my own, I get treated with disrespect. Please help, I am a senior citizen and I need my mortgage corrected at once.
Company Response:
State: OH
Zip: 43082
Submitted Via: Web
Date Sent: 2016-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-09
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: Around XXXX of 2016 I applied for a loan and was denied because they stated that I was behind on my auto loan with 5th 3rd bank. I stated that I was not, so I called them up and they stated that this was because they put insurance on my vehicle. I informed them that I have always had insurance. As I am an insurance agent. So she stated that she would get it all corrected and have a letter sent to the credit bureau fixing the situation. Then the next month I get a letter stating that I was delinquent in my account. So I again call up and finally speak with XXXX XXXX who says no it has n't been corrected to please email copies of my insurance XXXX pages. I do ask instructed, after a couple hiccups I get an voice mail message from XXXX XXXX stating that everything is correct and that I actually do not owe anything until XXXX XXXX. I call back and verify this with him again. Then I wake up on the morning of XXXX XXXX, 2016 to find that my car is missing. I call the police where I am informed that it has been repossed. I have to wait until XXXX to get anything started. I call the bank and they tell me that I owe back money and I am not even allowed to talk. I keep getting over talked and told over and over that they are going to hang up the phone on me. I finally get to say what is going on they state they will have to do research but do not make any indication that they are going to make this a high priority since it was their error. I ask for a manager to call me back. I was told one would in 15 to 20 minutes later. We are over 24 hours and still no return phone call. After another round of phone calls at almost XXXX. I am told that they have figured out that this was in deed a " bank error '' but that they can not guarantee that I will get my car back today. When I stated that this was not an acceptable answer as my husband and I are both out a days pay due to this we could not have this go into another day. I was speaking with XXXX employee number XXXX who kept stating that he was doing me a service in helping me get my car back from it being wrongfully repossessed. Again he talked over, and down was very insulting during this phone call and hung up on me. I called back and asked to speak with the supervisor where I was told that they were the highest level of authority that I could speak to. I finally was able to talk with a supervisor XXXX XXXX, who was the first XXXX in all the day who treated me with any kind of decency. He told me who he was first and last name, his direct contact plus department line and made sure that I knew every step he was doing to get my car back as it should of been. I have never been made to feel so violated in all my life as I was by this experience. The bank had all the power over something that I had worked so hard for and have been making payments on for years ( I only have about 8 months of payments left ) and then to top it all off to be made to feel like no would listen to you nor be even a little empathic towards what it is you are going through or to even put on a front as to that they want to right a very big mistake.
Company Response:
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2016-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-09
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I spoke to a loan officer ant my local bank about a refinance of my mortgage. We started the process. I was told I would get an interest rate of 3.5 % and my closing costs would be financed into the loan. My officer would than ignored my repeated attempts to reach him. The original loan close date and rate lock date came and went, but the rate lock was extended by the loan processor. When my loan officer finally get back in touch with me he said the rate had gone up to 3.9 % and I would now have to bring {$3500.00} to close. I then reached out to his manager who said he could still get me 3.5 % but I would now have to pay 2.375 % in points in order get the rate that I was told I could have in the beginning and now I would have to bring about {$2400.00} to close. My credit has not changed over the 3 months that this process has taken. Interest rates have increased since I started this process, now I can not even go to another bank because of the time that this loan officer and bank has wasted. Because of this fact I agreed to proceed with the new figures to see what the final numbers would look like. Since then my wife received a student loan disbursement. We put most of it into our savings account. I had also been putting some money into the same savings account in anticipation of needing more cash to close. Now they are telling me that I can not use the money that I put out of our checking account into savings for my cash to close money. The amount of money I put up would be enough to cover the closing costs, even if we did n't get the disbursement. I feel like they are trying to discourage me from closing this loan because rates have gone up and they do n't want me to have the lower rate that I was promised in the beginning of the process. I also feel as though they have been deceptive from the beginning of the loan process. They keep moving the goalposts on me every time I meet XXXX of their requirements or agree to new terms.
Company Response:
State: KY
Zip: 40509
Submitted Via: Web
Date Sent: 2016-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-08
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I paid off a mortgage with Fifth Third Bank, XXXX, Ohio. They received the payoff on XX/XX/2016. There is additional funds due me thru Escrow and Principal. Called the company to find out why this money has not been forwarded to me and I get some excuse of waiting 10 work days before they can send out the money due me. This is my money not the bank I expect this money to be refunded to me asap and now with interest. They charged me interest on their money and now I am charging them interest on my money. Why are banks allowed to get away with keeping other people 's money. If it was there money, the bank would want it that day.
Company Response:
State: MD
Zip: 21601
Submitted Via: Web
Date Sent: 2016-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-08
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: Last night my vehicle, a XXXX, was repossessed by the lien holder, Fifth Third Bank. This is our only family vehicle. It gets me to work and all XXXX of us to various errands and functions. As of XX/XX/XXXX, I was past due on three installments ( excluding the 10-day grace period ). That 's all fairly understandable, but ... Fifth Third Bank has theoretically been contacting me. They have been doing this via several phone numbers from different non-Ohio area codes that did not list the business name as they came in. XXXX percent ( a guesstimate, I admit, but it was a definite majority ) of these calls came in during the day, when I 'm at work and unable to talk. Even so, I do not answer phone numbers that I do n't know or recognize the area code at least as someone I might personally know or be doing business with. I do not know people in XXXX, XXXX, or XXXX who would know my phone number and want to call me, so I did n't answer. On top of that, these numerous unrecognized calls only attempted -ATTEMPTED -to leave a voicemail twice. One " voicemail '' was one second of nothing. The other " voicemail '' was over two minutes of utter silence -no beeps or chirps or clicks, no words mumbled or clear - no sound at all. I would still not know who was trying to call me if I did n't sift through several XXXX searches after my vehicle was repossessed. This inability to communicate properly I find unacceptable on the part of a billion-dollar financial company. Now yes, I probably should have called them, not that a depressed person with no money available to pay a bill ( who dislikes phones anyway ) really wants to speak to a foreign national with poor English whose only job is to get you to pay a bill you ca n't pay. I did actually speak with one such person once over a month ago, but was instructed to call back when someone was actually in whatever department could discuss and approve the payment plan I had offered. On top of all of this, Fifth Third Bank never once attempted to call the cosigner on my loan ( my mother, who happened to sacrifice part of her day to drive me around today ). There is a reason to have a cosigner, yet they did not call or write her even once. ( Although they did send me a letter XX/XX/XXXX. ) At any rate. Last night while the repo company was hooking up my vehicle, I tried to call Fifth Third Bank. After two dropped calls on their part, I finally got through to another person with tolerable English in a foreign accent who eventually told me the account was now with the Repossession Department, which closed at XXXX ( it was around XXXX when the repo crew arrived, XXXX when I started calling Fifth Third Bank ), and I would have to call them back the next day ( today ). Today, while at work, I got a call from a phone number I did not know. I googled it right away and learned it was yet another XXXX XXXX phone number. They called twice during the day, then finally called a couple of hours ago. I 'm told that I have to find a XXXX XXXX ( a very rare sight in Ohio 's XXXX ) and pay an initial {$890.00} ( my original car payment of $ XXXX*3 - that 's reasonable ) in cash via a process through them, then call Fifth Third back and then wait another two days until my vehicle is released, after which I have to pay the repossessor their fees to actually get my vehicle back. Then there 's still {$70.00} in late fees to pay plus some other fees ( she had quoted some {$1100.00} total at one point ) PLUS $ XXXX in repossession processing fees beyond that. That is utterly insane and unacceptable highway robbery. I despise this con game. It needs to stop, however legal it may be. I offered {$620.00} ( two months payments of {$310.00}, including late fees ), but it was not acceptable to them. Why does XXXX-dollar company need an additional hundreds of dollars on an interest-bearing loan? They DO N'T and I am outraged
Company Response:
State: OH
Zip: 446XX
Submitted Via: Web
Date Sent: 2016-12-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-05
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Fifth Third Bank fails to provide full disclosure to its customers in regards to " Overdraft Coverage. '' Additionally it processes debit card transactions as " Recurring Purchases '' rather than " Everyday Debit Card Transactions '' so it can ignore the consumer 's preference to decline overdraft coverage on debit card purchases and charge consumers overdraft fees without their authorization. On XXXX/XXXX/2016 I changed my preference to decline Fifth Third Bank Overdraft Protection after speaking to an agent and being told the benefits of having it. Specifically I was told that if you make a purchase with your debit card and the funds are there the transaction is approved and no overdraft fee will be charged on that transaction should your account not contain sufficient funds when the transaction post. Additionally on the disclosures it states : " As part of this service, we do authorize Checks and other transactions made by using your checking account number and pay overdrafts for the following types of transactions : Automatic bill payments. However, we do not authorize ATM transactions and pay overdrafts for the following types of transactions unless you instruct us to do so for the following Everyday debit card transactions. '' Further it reads " Overdraft Coverage for ATM and Debit Card Transactions Fifth Third Bank can no longer authorize and pay overdrafts pertaining to ATM and everyday Debit Card transactions unless you instruct us to do so ... '' Subsequent to receiving a confirmation from Fifth Third that overdraft coverage had been declined on my account I was charged additional overdraft fees for purchases made with my debit card. Upon calling Fifth Third Bank 's customer service I was told that while the purchase was indeed made with my Debit Card the transaction was processed as a " Reoccurring Payment '' and not as a debit card transaction. Further I was told that this decision was made by the merchant and not Fifth Third. The purchase in question was XXXX and is no way a " reoccurring payment '' as the transaction does not reoccur in a regular interval nor is it a fixed amount. Below are my concerns regarding Fifth Third Bank : Fifth Third does not disclose that opting out of overdraft coverage could save consumers overdraft fees on debit card purchases that had sufficient balance at the time of the transaction but did not have sufficient balance at the time of posting. Had Fifth Third explained this in their disclosures on overdraft protection more consumers might opt out. Fifth Third Bank has created a new type of transaction to skirt the customer 's opt out of overdraft coverage and charge overdraft fees. Fifth Third Bank NEVER mentions " Reoccurring Payments '' anywhere in its overdraft coverage disclosure and clearly states that transactions related to the debit card will be declined and not be charged overdraft fees. Fifth Third Bank fails to education its customer facing employees on types of transactions - specifically reoccurring payments using the debit card. Fifth Third Bank encourages merchants to process transactions as reoccurring payments rather than debit card transactions by charging merchants lower fees for processing the former type of transaction. Fifth Third then uses this loophole to charge customers unauthorized fees. Finally Fifth Third sets arbitrary limits on how much customer service can credit on overdraft fees. Customer Service representatives have told me that they would refund the fee due to the above disclosure issue however they are unable to because I have had $ XXXX in fee waivers already this year. I do have supporting evidence such as PDFs from the Fifth Third website and all disclosures related to overdraft coverage if needed.
Company Response:
State: IN
Zip: 46131
Submitted Via: Web
Date Sent: 2016-12-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-02
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: Fifth third bank reported the wrong amount owed on my mortgage, of {$260000.00} approx. then a few months later the reported the correct amount of XXXX approx. which dropped my scores by XXXXpoints. They did a modification on my mortgage and I am only paying interest on XXXX.
Company Response:
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2016-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-02
Issue: Billing statement
Subissue:
Consumer Complaint: I have repeatedly asked for a bill which they send rarely. So a rep calls and tells me my payment is XXXX. I pay XXXX for 2 months but still get charged a XXXX late fee both months. I call and another rep says my bill was XXXX a moth so i was charged a late fee for the XXXX. I explained what he told me. She said sorry. Again, no bill for the 3rd month but a late fee. I asked if it was n't my fault and because their rep gave me the wrong info and they wo n't send me a bill, thats XXXX in 3 months. They have even locked my card over a XXXX payment having me go the bank to show my ID. My credit limit was XXXX and my bill was only like XXXX. But because I had n't used my card in a while. Its always some kind of fee. So how many people are they charging late fees to without sending you a bill!
Company Response:
State: TN
Zip: 37086
Submitted Via: Web
Date Sent: 2016-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-30
Issue: Incorrect information on credit report
Subissue: Information is not mine
Consumer Complaint: I requested contracts bearing my signature and the creditor nor bureaus have provided me any proof within 30 days as required under the FCRA.
Company Response:
State: CA
Zip: 90028
Submitted Via: Web
Date Sent: 2016-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-30
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: First things first I had thought I had switched from doing monthly payments earlier this year to auto-deduction-style for my auto loan with XXXX XXXX Bank. I was mistaken in this assumption from my conversation with them and once my scheduled payments ended my loan payments went late. During a lapse in my payments to XXXX XXXX Bank for my automotive loan instead of calling me on my personal cell phone number which they had on file and which I had their number saved, they called my work phone number repeatedly from numbers that are not registered to XXXX Third bank. Since it was my work phone, I let all non-work related phone calls go to voice-mail and I call them back at a better time, however all numbers came up as well documented spam when researched, when called back were all non-functioning and I could not find out who called. Most importantly they never left a single message in voicemail in their attempts. They did tell me during my discussion while getting my account in good standing that they had sent me physical mail, however they all came in the same packaging as my payments had the prior 4 years of my loan, so I either did not open them in thoughts there was nothing out of the ordinary, or possibly a few of them were stolen ( XXXX, WA mail theft is astonishingly high this year ). Unfortunately the damage was already done, my vehicle was repossessed, and I was charged exorbitant fees in which to get my vehicle back. A good example was the repossession fee of over {$500.00} when the actual bill for the repossession ( I saw it on the towing company 's desk ) was only {$280.00}. The gentleman from XXXX XXXX XXXX was a fantastic man to deal with ( although unfortunate that I had to work with him in the first place! ), however I did feel somewhat wronged by the differences and price gouging in their setup. These few dollars almost made the difference of me getting my vehicle back or losing it permanently. Here is my call log below with the information i received when I called the numbers back. As well as their ratings online, and how many times they called me on each day. ( apologies for XXXX spreadsheet formatting here ) " Thank you for calling no one is available to take your call at this time, please call back again later '' - XXXX " The number you have reached is not in service, this is a recording '' - XXXX " Thank you for calling no one is available to take your call at this time, please call back again later '' - XXXX " Thank you for calling no one is available to take your call at this time, please call back again later '' - XXXX XXXX Spam rating of 80 % online, XXXX , IL Called : XXXX XXXX 5 hrs diff XXXX XXXX XXXX XXXX XXXX XXXX XXXX Spam rating of 80 % online, XXXX , TX Called : XXXX XXXX XXXX XXXX 1 hr diff XXXX XXXX 2.5 hrs diff XXXX XXXX XXXX Spam rating of 100 % online, XXXX XXXX , MO Called : XXXX XXXX XXXX XXXX 31 min diff XXXX XXXX XXXX XXXX XXXX XXXX XXXX Spam rating of 70 % online, XXXX , NC Called : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Total Calls for 1 month : XXXX
Company Response:
State: WA
Zip: 98203
Submitted Via: Web
Date Sent: 2016-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No