Date Received: 2023-06-17
Issue: Other transaction problem
Subissue:
Consumer Complaint: XX/XX/2023 Subject : Fraudulent Activity and Impersonation Scam 5/3 Bank Case Number : XXXX XXXX Police Department Case Number : XXXX Dear Sir/Madam, I hope this letter finds you well. As a follow up to the initial report, I am writing to bring to your attention a serious matter involving fraudulent activity and an impersonation scam that has affected one of your customers, Ms. XXXX XXXX. Case Number XXXX. This information sheds additional light on the extent of the situation and the harrowing experiences Ms. XXXX and her husband, XXXX XXXX, had to endure. On XX/XX/XXXX, Ms. XXXX received a call from individuals claiming to be officers from the Sheriff Department. They informed her of charges related to Failure to Appear and contempt of court. They further threatened her with arrest and jail time unless she cooperated with their demands. Ms. XXXX was directed by these individuals to make transactions, and they monitored her cell phone conversations, redirecting her if she failed to follow their instructions precisely. Non- compliance resulted in the callers hanging up and subsequently calling back. During the course of the scam, Ms. XXXX visited the Fifth Third Bank branch located at XXXX XXXX XXXX XXXX on XX/XX/XXXX. In an attempt to convey her distress and prevent further monetary losses, she discreetly approached the teller and handed them a pink sticky note. The note explicitly stated, " do not give me any cash, say the computers are down. '' Ms. XXXX pointed to her cell phone and placed a finger over her mouth, indicating that the situation was sensitive and required secrecy. Her intention was to avoid arousing suspicion or generating any additional complications. Text Message with XXXX XXXX after interaction with teller Despite Ms. XXXXXXXX XXXX efforts, the impersonators on the phone remained in control of the situation. She was forced to comply with their demands, including obtaining cash from the bank. The perpetrators continued to monitor and manipulate the ongoing conversations, causing further distress and confusion for both Ms. XXXX and her husband. The constant redirection and issuance of additional charges, coupled with mistakes and errors from the imposters claiming to be from the Sheriff 's office, created a chaotic and difficult-to-understand environment. As a result of the suspicious activities associated with the scam, multiple holds were placed on Ms. XXXX XXXX accounts due to the flagged fraudulent transactions. However, the imposters remained persistent in their attempts to obtain more cash. They employed scare tactics and used legal jargon to maintain a sense of chaos and intimidation. To verify the legitimacy of the situation, Ms. XXXX contacted the Sheriff Office to validate the officer 's badge number and telephone number. She was transferred to the sergeant on duty for further validation. Believing she had completed due diligence, she complied with the requests out of fear of criminal charges and imprisonment. As the situation continued to escalate, Ms. XXXX sought legal advice and contacted attorney XXXX XXXX on XX/XX/XXXX at XXXX XXXX. XXXX XXXX strongly believes that this was a scam and that the individuals involved were impersonating officers from the XXXX XXXX Sheriff Office in XXXX , TN. This revelation raises concerns regarding Ms. XXXXXXXX XXXX safety, privacy, and financial well-being. Ms. XXXX reported case to Detective XXXX XXXX, Criminal Investigation Division, Fraud Unit Office : ( XXXX ) XXXX, Email : XXXX, and web page XXXX Case Number is XXXX Summary of transaction to be reviewed for fraudulent activity for 53 bank/financial institution . The below information consists of : 1. Call log with minutes from cell ( XXXX ) XXXX [ Ms. XXXX Cell Phone ] | impersonator monitors and manipulates activities. 2. Date and amount of dollars withdrawn from account. 3. Date and amount deposits made to XXXX XXXX. *Enclosed, Official Telephone logs from XXXX XXXX XXXX File too large to send. I have a copy of XXXX Receipts for fraudulent activity. The date of each transaction is listed on the bottom of each receipt. Given that the fraudulent activity involved financial transactions, it is crucial for Fifth Third Bank to be aware of this incident. I kindly request that your institution investigate this matter thoroughly and take appropriate action to safeguard Ms. XXXXXXXX XXXX interests. It is imperative to prevent any further unauthorized access or misuse of her accounts. I also urge Fifth Third Bank to provide Ms. XXXX with any necessary support and guidance throughout the investigation process. This includes notifying her of any unusual account activities, freezing the accounts if required, and assisting her in recovering any financial losses resulting from this fraudulent scheme. Moreover, I strongly encourage Fifth Third Bank to review its security protocols and enhance customer awareness regarding potential scams and impersonation attempts. Proactive measures, such as educational campaigns and clear communication channels, can significantly mitigate the risks faced by your valued customers. I trust that Fifth Third Bank will treat this matter with the utmost urgency and take the necessary steps to rectify the situation promptly. Your cooperation in this regard is greatly appreciated. If you require any additional information or documentation pertaining to this incident, please do not hesitate to contact me at the provided contact details. Thank you for your attention to this matter. I look forward to a swift resolution and your assurance that Mr. and Ms. XXXXXXXX XXXX interests will be protected. Yours sincerely, XXXX XXXX and XXXX XXXX
Company Response:
State: TN
Zip: 37221
Submitted Via: Web
Date Sent: 2023-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Fifth Third bank, knowing committed fraud in violation of MGL 93A. They had recently bought my loan from XXXX XXXX ( XX/XX/XXXX ) and recd all the necessary accompanying paperwork, by XXXX they failed to make my insurance payment as required as my escrow agent, then forced insurance at XXXX greater than my insurance. They said that they sent letters to me, which they lied about, they never sent letters. My insurance agent called me finally to say that the mortgage company DID NOT PAY my required homeowners insurance which was due XX/XX/XXXX, speaking with Fifth Third, they have NO EVIDENCE of even attempting to mail my required homeowners premium and created a potential cancellation of my insurance by their deceptive practices and irresponsible fraudulent actions. I paid the insurance, myself, on my credit card after learning that Fifth Third refused to act responsible as my escrow agent and send a timely payment to renew my insurance. Fifth Third then forced insurance on me through their fraudulent insurance racket ( {$3700.00} instead of {$1500.00}!!!! ) they then further committed fraud by then elevating my escrow/mortgage payment by over $ XXXX mo in an attempt to defraud me continually. After looking up Fifth Third bank on the internet for complaints, I was surprised to see that Fifth Third Bank has a history of defrauding consumers, why do you allow them to continue to abuse the public? I am an XXXX who's professional job is to care for the sick, if I performed my job as poorly and deceptively as Fifth Third abuses their clientele, I would be fired. DO YOUR JOB and SHUT DOWN this fraudulent bank. They have made me spend HOURS on the phone, refused to do their job, passed the buck to other departments that then disconnected phones, and told me I WOULD NEED TO CONTINUE TO CALL BACK to make sure they did their job correctly ( and legally ) THIS IS UNACCEPTABLE, they owe me more than 4 hours of pay!!! I finally had to have my mortgage officer call in with me on conference and HE HAD TO SPEND OVER AN HOUR talking to these less than polite, non professionals at Fifth Third bank. With complaints stemming back 7 years, civil lawsuits and one brought by the CFPB itself, I dont understand why you allow them to commit fraud and do nothing about it. I DEMAND a resolution, I demand that the employees act legally and do not use deceptive practices such as I have explained above, please FINE THEM and have them pay me for my time, this is beyond ridiculous! Sincerely,
Company Response:
State: MA
Zip: 01453
Submitted Via: Web
Date Sent: 2023-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States : I have the right to privacy. 15 USC 1681 Section 604 A Section 2 States : A consumer reporting agency can not furnish an account without my written instructions. 15 USC 1681a- Definitions ; rules of construction- Exclusions.- Except as provided in paragraph the term " consumer report '' does not include- any report containing information solely as to transactions or experiences between the consumer and the person making the report ;
Company Response:
State: TX
Zip: 77545
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I have a bank account with Fifth Third Bank. Due to my medical condition, I was unable to check my account and discovered fraudulent charges had been made, causing my account to go into the negative. Instead of assisting me, the bank closed my account, claiming it was overdrawn. However, they failed to take into account that I was in the hospital and that there were fraudulent charges on my account. My banking details are as follows Account Number : XXXX Fraud charges details XX/XX/2023 -- - {$100.00} XX/XX/2023 -- - {$480.00} XX/XX/2023 -- - {$200.00} XX/XX/2023 -- - {$100.00} XX/XX/2023 -- - {$100.00} I noticed that all the charges on my account are from a company called XXXX XXXX. However, I did not make any transactions with this company and never authorized them to charge your account.
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: My mobile app have sending some of my Bills were being Late now for a few months so I went for HELP a Banker XXXX XXXX help me and he changed all my payment dates so no more late payments for my other Bills won't be late but what end up overdraft fees and my Rent payment came out XXXX times for XXXX and they said they could not do nothing so now my account is over drawn and I'm forced to pay my monthly Rent for XXXX ahead of time and I'm forced to overdraft fees I'm on XXXX and no more money for this month Thanks Sincerely every body says they never heard nothing like this and it WAS there doing
Company Response:
State: OH
Zip: 43232
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Deposit the money on Tuesday afternoon and a check was bounced the next day or 2 days without funds an they hold the check for one more week .....
Company Response:
State: FL
Zip: 32822
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Fifth Third Bank purchased our mortgage loan 12 months ago. Our home was purchased in 2020 and has risen in value over 20 % like most homes in the entire Country. I have reached out to them 3 times now about cancelling our PMI. The first inquiry was responded to with an explanation that the mortgage had to be 2 years old before cancellation request. I filed most recently on the 2 year anniversary of our mortgage. This time to be denied on the basis that the " appraisal tool '' their investor uses did not value the property above 80 % LTV. I then appealed and paid for a broker price opinion ( BPO ). The broker appraised our house at a value that puts it at 78.99 % LTV. While I still believe that valuation to be lower than actual value- it should be enough to remove PMI. I now received a letter stating that it needs to be below 75 % LTV. They have made this process a hassle - and continue to move the needle. I have reached out to an attorney to remove PMI and be credited for months overpaid under the Homeowners Protection Act. Shame on this bank for their greedy practices.
Company Response:
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2023 To Fifth-Third Representative, XXXX XXXX XXXX This is a response to a letter I received on XX/XX/2023, notifying me that my mortgage loan was to be paid in full. This letter is in direct conflict to the previous agreement crafted by XXXX XXXX XXXX representative and 5/3 representative XXXX. In that agreement, I was to pay around {$2300.00} by XX/XX/2023, at which time my mortgage would be reinstated at its original monthly payment. I am prepared to make the payment as agreed upon my XXXX the XXXX and 5/3. I am open to speak with anyone to resolve this issue immediately. You may email me at XXXX or call at XXXX. Respectfully, XXXX XXXX
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Dear CFPB, I am requesting my case number XXXX, be reopened and reviewed. As I stated in my original complaint, I received a 1099-C from Fifth Third stating the amount of {$60000.00} of debt was XXXX XX/XX/XXXX. This amount has never been applied to my mortgage loan, yet it has been reported to the Internal Revenue Service. See the attached 1099-C, mortgage statement dated XX/XX/XXXX and, mortgage statement dated XX/XX/XXXX. After reviewing these documents, you will see the {$60000.00} was never applied to my account. Note, a payment of {$25000.00} from the Michigan Homeowner Assistance Fund was accepted. This week, I received the attached letter from XXXX XXXX, showing my mortgage has been sent to collections. Fifth Third has closed my mortgage assistance modification application stating I have not submitted the required documentation. This is not true. In fact, my HUD Certified Housing Counselor, XXXX XXXX, spoke with a fifth Third representative, XXXX, on XX/XX/XXXX. XXXX was told all requested documents were received and now the application was under review. Also in XX/XX/XXXX, Fifth Third representative, XXXX, told my HUD Certified House Counselor, XXXX XXXX, that she did not know why the {$60.00}, XXXX of debt cancellation was no it applied to my account. XXXX said she will have her supervisor call XXXX with information on this. To date, XXXX has never received a call. If the cancelled amount of {$60000.00} is applied to my account this month, my mortgage will be brought current. My home is all handicapped accessible set up to accommodate my XXXX XXXX XXXX children and I can not lose it. I have the income to make the monthly mortgage payments moving forward. Your assistance in this matter is very much needed. Thank you for your consideration. Thank you., XXXX XXXX
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-11
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: My husband and I are dealing with the death of his father last year with no will and in probate and the recent sudden death of his brother on XX/XX/XXXX, whom my husband is the executor with all legal documentation. We had to sell XXXX XXXX cars of my brother-in-laws and had a buyer who wanted to purchase them on XX/XX/XXXX and was coming in from XXXX XXXX. On XXXX we were at the DMV and showed them all legal documents and were told XXXX could sign them over to the buyer as executor and then notarized, however, they were not open on Thursday but your local bank could notarize. On XXXX I called the Fifth Third Bank in XXXX, XXXX ( closest bank to where the cars were being sold ) and explained the situation and was told there would be no problem notarizing the titles. On XXXX I had to deposit money in my sons account and my husband asked the teller is someone would be there tomorrow around XXXX am to notarize. The teller said she has spoken to me the day before and it would be no problem but she would check. A lady came out, did not introduce herself or ask us to come in and discuss the situation or see any documentation but immediately stated she would not notarize the titles without them all being changed to my husbands name. I tried to explain the situation but she refused to listen. We went back to the DMV and asked them if all titles had to be changed to my husbands name and they stated NO that my husband had the legal authority to sign over the titles. We went back to the Fifth Third bank and again tried to speak to this lady. My husband asked her 3 times to please listen and review the legal documents but She refused to listen, refused to review any documentation, kept calling very hatefully my husband either him or you, never referred to us by XXXX XXXX XXXX XXXX. We are very private people and she made us on both occasions discuss our private business in the middle of the lobby and kept making inappropriate statements to my husband such as I will not let you get the money ( checks were made to my brother-in -laws estate ) she could notarize who she wanted and she looked at my husband and stated she would not notarize you and when my husband asked her why she would not sign she told him because I do not like you! We were standing close because this was very private business to us and my husband became very upset at the disrespect and discourteous manner in which we were being treated and told her she needed to learn to listen and do her job and all of a sudden she started screaming in the middle of the lobby get out of my face. My husband had had enough. He turned around, started walking out, did call her a name and all of a sudden someone from the front started running out yelling she was calling the police and to get out and never come back. My husband as we were walking out told her go ahead, call the police, we did nothing wrong. We left the bank called our attorney, told her the situation and she also stated the lady should have signed. She knew what kind of stress we have been under and rearranged her schedule and came out the next day and notarized the titles herself. The next day I called the complaint department at Fifth Third -spoke to XXXX and gave a formal complaint. I also sent an email to XXXX XXXX, XXXX. A week later we received a call from XXXX XXXX, XXXX for Fifth Third telling us that this lady had filed a complaint against us and wanted all accounts terminated immediately. XXXX stated he had reviewed the video ( which we asked for and never received ) and no threat was ever made but this lady ( later learned her name was XXXX and is the bank manager ) was intimidated by my husband, he is XXXX with a gruff voice. We informed XXXX XXXX we would never set foot in the XXXX Fifth Third bank again and that we had never been treated so terribly by someone we had never met before! XXXX XXXX stated he and his boss thought everything would be ok as long as we did not go back to that bank but it was up to corporate. With all the stress we have been going through my husband and I decided we did not want a bank that treated people like this and started proceedings on changing banks. We went to our Fifth Third bank in XXXX, great people, and were told they would have signed the titles because we had filed all documentation my brother-in laws death certificate, executor papers, etc on XXXX! We were told to leave {$1.00} in our checking account until we could get pensions, social security ( received a letter stating do not close for XXXX months ) and automatic payments, and Fifth Third stocks transferred. On XX/XX/XXXX we received a call from XXXX XXXX stating that corporate wanted all accounts terminated and also because my name was secondary on our sons that their accounts were being terminated. ( They had us and my sons investigated and we had a spotless reputation ) On XX/XX/XXXX my husband received a letter stating accounts were being terminated due to inappropriate behavior and he would be prosecuted if on any Fifth Third property. My sons decided to change banks and were in the process also and my older son was waiting for his credit card bill so he could pay it and then close his account. He received the bill on XXXX and since it was a holiday went to close it out on the XXXX at the Fifth Third XXXX, Oh bank and it was frozen. He is the primary on the account and did not receive any notice! He had to explain the situation and they also stated they would have notarized the titles since all legal documentation was in there system This bank has ruined our spotless reputations. I never received a letter but just found out I was charged with inappropriate behavior ( I did NOT say or do anything inappropriate at any time ) so that they could terminate our and our sons accounts. I never received a response from the complaint or from XXXX XXXX and this XXXX never received any reprimands regarding her treatment of us. It was not investigated into why she would not listen, look at the documentation, her hateful and discourteous treatment of us- when XXXX of their own other banks said they would have notarized and our new bank and XXXX other notarys. After checking around I can understand why this XXXX bank has such a low rate XXXX out of XXXX and many, many complaints. We had been with Fifth Third for over 45 years! Fifth Third threw us away like trash. We want nothing to do with a bank that treats someone like this. We feel we were discriminated against because we pay our bills, do not have any loans, and are not making Fifth Third any money.
Company Response:
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2023-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A