Date Received: 2016-09-23
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: 1. In XXXX 2016, Fifth Third Bank provided me and my husband with a prequalification letter for a construction to permanent mortgage loan on our primary residence. After notifying them at the end of XXXX 2016 that we were ready to proceed and supplying them with sufficient info for an application, we did not get a loan estimate until the end of XXXX. 2. Without our knowledge, our loan application was made inactive by Fifth Third even though we were actively communicating with our loan officer for an XXXX XXXX closing date and repeatedly being told the loan closing was on target. Construction on our home had been scheduled to start the day after closing. Five days before the target closing date, our loan officer informed us that the closing would not occur on XXXX XXXX and our file had become inactive due to Fifth Third not setting up our contractor in their system. We were told by our loan officer and her direct manager that the only way we could proceed with a loan from Fifth Third was to reapply. All scheduled construction work had to be halted and our project was delayed through no fault of our own by 7 weeks.
Company Response:
State: OH
Zip: 44256
Submitted Via: Web
Date Sent: 2016-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-23
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: My car was declared total loss and my insurance paid to my lender $ XXXXand I paid for a Gap insurance and it has to pay the rest of my balance which is {$800.00}. My Lender does n't want to cooperate with the information requested from my Gap insurance and it wants me to pay for a car that was declared total loss.
Company Response:
State: NJ
Zip: 08043
Submitted Via: Web
Date Sent: 2016-09-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-21
Issue: Balance transfer
Subissue:
Consumer Complaint: On XX/XX/2016, I applied for a new credit card account with Fifth Third Bank. On the initial application, I indicated XXXX existing financial accounts to be considered for balance transfers. I would only do a balance transfer if I received a high enough credit limit and the online application would not advance to the following page without putting something in the balance transfer space. The credit limit that I received was only {$3400.00} which was not enough to do a balance transfer as well as use the card for purchases. I called Fifth Third Bank to cancel the balance transfers and subsequently received 2 letters confirming cancellation of the balance transfers. On XX/XX/2016, I attempted to use the Fifth Third Bank credit card however the transaction could not be processed. I called the bank and was told that my account was in the negative due to the XXXX balance transfers. I also asked to have the balance transfers reversed and was told that this could happen due to payoff checks having gone to the XXXX accounts. Now, my account is in the negative, my credit utilization rate more than XXXX % and a brand new credit card has been maxed out. These balance transfers took place without my authorization.
Company Response:
State: NC
Zip: 27513
Submitted Via: Web
Date Sent: 2016-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: XX/XX/XXXX I refinanced my mortgage with the same bank that had held my mortgage for 5 years. I have always paid on time and my property taxes and insurance were escrowed and it was my understanding that all taxes due at closing were paid. XX/XX/XXXX the county treasurer sent me a letter stating that my XX/XX/XXXX taxes had not been paid. I contacted the bank and they informed me that they paid the late penalty and took the overdue taxes out of my current escrow and that I therefore owed them that amount ( @ {$3000.00} in back taxes ) in order to balance the account out and so that they would have the money to pay my taxes XX/XX/XXXX. I have asked them what happened to my escrow that was supposed to have been paid at the closing. I have received a letter stating that I should contact the title company or settlement attorney ( all of this was handled by them ). When I have spoken to them on the phone, they become very officious and demeaning and do not seem to understand the issue which is they told me that my taxes had been paid when they had not.
Company Response:
State: OH
Zip: 43221
Submitted Via: Web
Date Sent: 2016-09-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-19
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: I bought a car on XXXX XXXX and the temporary tags expired yesterday XXXX/XXXX/2016. This car needs to be registered XXXX although it was bought XXXX. My mother is on the loan and car with myself and she resides XXXX which is why it needs to be titled and registered there. I will also be returning to XXXX to live within a few months as well. The dealership sent me the memorandum title but i need the official title which is held through my lien holder-fifth third bank. I went to the XXXX XXXX messenger center in XXXX XXXX in order to handle all of the required payments to title the car XXXX. They need the ORIGINAL title from 5th third and have sent several forms to the bank asking for the title. Fifth third will not respond to their requests and when I call they tell me it is not their problem and that they ca n't issue the title and either blame it on the dealership OR the state of XXXX. I am now unable to drive the vehicle which i need for transportation to and from work.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2016-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I ran into some financial issues and contacted Fifth Third Bank in XXXX 2016 after speaking with an attorney when I realized that a short sale may be my only valid option. Because of my relocation overseas, I worked with a law firm that was stateside to contact the bank and stay on top of the items needed regarding the short sale request. From XXXX 2016 until the beginning of XXXX 2016 the process seemed to be moving along. Then everything stopped. The firm I was working with requested the file to be elevated as the representative we were assigned had stopped responding to calls, emails and faxes and everything slid downhill. I was informed the bank needed more info but the firm was having difficulties getting confirmation on exactly what was needed. Calls, emails and faxes to the bank went unanswered and I later learned Fifth Third has closed my request for short sale due to lack of communication from the law firm. At no point, did Fifth Third ever contact me to request additional information nor contact me to advise that my case was closed. After much waiting and unanswered calls to the numerous representatives assigned to my file in their loss mitigation department as well as their supervisors ... I only recently learned that the file was closed. After speaking with a supervisor that was on duty I was informed that despite waiting six months for a response to the cash offer for the short sale, that I would have to resubmit my request. When I asked what documents were needed that they never received, I was informed it was the sales contract addendum ( when the buyer increased their price ), proof of funds and proof of deposit. The addendum to the contract was emailed twice and faxed over to their bank by the law firm to ensure receipt. And the proof of funds and proof of deposit letters were provided with the original application. When I asked if it were possible to reopen the file and I could email the items over and confirm receipt while on the phone. I was told no and that I needed to submit a new application for short sale. I explained that I had been waiting six months and trying to get responses from the representatives and supervisors assigned to the file and that this news was disheartening. I was told the bank had undergone a file re-imaging process and it was a pain to access documents received prior to XX/XX/XXXX. If I want it done faster ... resubmit. Following the call I emailed the supervisor I spoke with all of my docs and requested she confirm receipt. I got no response. I called the following day to confirm receipt. I was advised to resend using a different method. I resent and again asked for confirmation of receipt and got no response. The following day I was unable to contact her directly and after 8 calls to the main line in which I asked if the files I sent have been received and routed for processing, I was transferred to various representatives/supervisors that were not there and at last was finally able to speak with a representative who confirmed that the package I sent was never updated to my file. He was kind enough to provide his email so that I could resend the package once again and I was able to confirm receipt over the phone. I believe my file should have never been closed. If the bank needed information and were having communication issues with the firm negotiating the short sale, at bare minimum, they should have attempted to communicate with me. And even if that were not an option, a simple letter/email to inform of the file closure would have been appreciated. Worth noting, Fifth Third has not sent me any communication directly, to include mortgage statements, since I submitted the original short sale packet XX/XX/XXXX. I would like for my previous file to be reopened and the items I 've recently sent be evaluated for short sale.
Company Response:
State: AA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: We took out a loan with Fifth Third Bank ( 5th3rd Bank XXXX www.53.com in XX/XX/2010. Since then we have dealt with a series of issues with the bank regarding posting our payments correctly. After years of agitation and frustration, I decided to submit this claim and write a letter to the CEO. The latest event occurred in XXXX when the bank increased our escrow without cause of an increase in insurance or property taxes. As a result, our monthly payments increased without our knowledge. We submitted our regular payment without the increase. As a result, the bank did not apply the payment, but returned a check drafted on their account. We spoke with a representative on XX/XX/XXXX who told us that the late fee that assessed due to the lateness of this payment would be reversed. On XX/XX/XXXX, the bank sent us a certified letter threatening the foreclosure on our home due to non-payment of over 2 months. As a result, the bank did not apply our XXXX or XXXX payment, but reported late payments to the credit bureaus. I immediately contacted the bank to inquire about this threatening notice, only to be told that 2 payments are being held in their escrow until the excess fee from XXXX of {$32.00} was paid. I immediately paid the fee to avoid any further delinquencies so they may apply our money that were being held hostage for a late fee, which they created in the first place. I then spoke with a representative in their escrow department who told me that the payments were increased due to lack of insurance. She then had to transfer me to the insurance department for specific details after I mentioned that at no time was our home uninsured. I then spoke with a representative from the insurance department who mentioned that she has no record of any lapse in our insurance. So 90 minutes later we have a 60-day delinquency on our credit and obligation to pay a fee so our money could be applied to the mortgage to avoid foreclosure proceedings. This is just one of the many unbearable practices by Fifth Third Bank.
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2016-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-13
Issue: Closing/Cancelling account
Subissue:
Consumer Complaint: I was issued a credit card by Fifth Third Bank that I did not apply for. I had co-signed a checking account for my XXXX mother about five years ago because she had trouble writing after her XXXX. She passed away XX/XX/XXXX. I notified the bank and they closed her checking account, but told me I need to call a special department at Fifth Third to get her credit card closed. It took me about 8 phone calls to get in touch with the department, as it appears there was only one man working there. I had to send her death certificate, which I did. About a month later, I received a credit card bill with my name on it. I had not applied for a card. It had finance charges. Evidently, my mother 's account, after being closed for four months, had been hit with a charge from her insurance plan ( that had also been cancelled ). Instead of refusing the check, the bank decided to charge my erroneous credit card ( the one I did not apply for ). I called the bank, they apologized and told me if I brought in {$47.00}, they would reverse all overdraft fees. I had to drive to the bank and do that. A month later, I received a credit card bill with fees and interest. The bank has received at least XXXX phone calls from me as well as faxes, in person visits, and escalated supervisor calls because I started receiving statements for finance charges for an account I did n't open. I 've spoken now to XXXX different representatives who apologize profusely, say the card will not incur any more charges, and yet every month, it happens again. It is now XX/XX/XXXX. I received a statement on XX/XX/XXXX ( and numerous subsequent emails ) saying there are now {$21.00} in finance charges. I am so, so angry. I never applied for a card. I did receive a credit card back when the checking account was first opened, but I shredded it because I did n't want it. It has never had a charge from me on that account. I do n't know why the bank paid out on a check that hit their bank four months after my Mom died, then charged it to a credit card they had opened in my name. When I spoke today to a representative, they said that Fifth Third would never do that. Well, they did. For the fourth time, I 've been told that the account is closed and all fees reversed. They 've apologized over and over. I do n't believe them and I am out of my mind with frustration. How can they do this?
Company Response:
State: IL
Zip: 60047
Submitted Via: Web
Date Sent: 2016-09-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I received a coupon offering {$200.00} if I opened a checking account at Fifth Third bank. During the account opening, the banker informed me about services available like a complimentary savings and credit monitoring. I did not inquire about the savings because I did not have a need, but inquired about the credit monitoring. She then explained there was a fee and I informed her I was not interested. At the end of the process she provided me with a paper to sign acknowledging I was opening a savings account. I asked if this was required and informed her I did not want a savings as I did not have a need. She stated I did not need to open the savings and I told her I did not want one. A couple days later I called customer service as I was not able to log in online. After getting help from the representative I was able to log in. To my amazement it showed a closed savings account. I asked the representative if the account was ever opened and she kept stating it had been closed. The second or third time I informed the representative I knew it was now closed, and asked had it been opened in the past. She informed me it had been opened the same day I opened my checking and then closed the next day. This makes me very upset for several reasons : a financial institution account was opened without my permission, when I asked the banker I was lied to and told it would not be opened and it was, and when I asked the customer service representative days later ... it took me multiple attempts to get an honest answer that the account was indeed opened and then closed.
Company Response:
State: MI
Zip: 49505
Submitted Via: Web
Date Sent: 2016-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-09
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I took a loan against my 401 ( k ) for the purchase of my home. I made a principal reduction payment, using the bank 's specific form, having selected the " principal reduction '' box. My sizable ( to me ) check was cashed on XXXX/XXXX/16 and as of XXXX/XXXX/16 the payment still has not been credited to my loan. When I called to inquire, I was told that it would n't be until XX/XX/XXXX before I heard back. ( That 's a week at minimum of the money not earning interest in my own bank account and not detracting from interest on my loan. ) I was also told that there were a number of different avenues to resolution, including the possibility of having the payment applied to the principal. I then asked the phone rep to check my XXXX/XXXX/16 payment, which had not been applied to the principal, rather it was applied as " pre-payments '' ( another option on the bank 's form ). I 'd previously assumed I 'd just checked the incorrect box, but due to the mis-handling of my current payment I believe the bank mis-appropriated that check also. I 've had numerous issues with this servicer that date back to the " how to '' call I made before making the decision to take this loan - I was mis-informed about how to make payments, full loan terms were not disclosed and not found on servicer 's website or in the loan docs. Now I can add what equates to grand theft to the list. I was told that my payment was sitting on a desk with a note on it that said " unprocessed. '' No, my check was absolutely processed, money processed right out of my own interest-bearing account to my 401 ( k ) servicer 's account. They likely have cost me additional interest since my XXXX/XXXX/16 payment as well.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes