Date Received: 2023-05-31
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Im trying to enroll in online banking using my debit card number and pin but the system doesnt recognize the information. I also tried to activate the card by phone and same issue, the system is not working. Can you please send a pin reminder to my mailling address or tell me how to activate the card and enroll without issues. thanks
Company Response:
State: FL
Zip: 33024
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX My phone number was hacked and taken over through XXXX XXXX and ported over to XXXX prepaid, from there the person used my number to hack into my email. They then used my email to set up XXXX XXXX and transfer XXXX XXXX out of my account in 2 separate transactions. One for XXXX XXXX and one for XXXX XXXX to an account with the name XXXX XXXX. Because they had taken over my phone number they were able to recieve the authorizarion code from XXXX. Because this was a Saturday I was unable to contact fifth third bank until Monday XXXX XXXX. I did however contact customer service at XXXX and let them know the situation and have them remove the XXXX from my account and note that it was not me that authorized the transactions. XXXX XXXX was also unable to recover my phone number. Thus causing me to have to get an entirely new number. On Monday the XXXX I went into the fifth third location in XXXX Michigan where I reside and spoke with XXXX XXXX, whom also had the same situation happen to her in XXXX XXXX XXXX. XXXX updated my contact information that day to the new number I had to get and set my account up for no online access as well as started the disputes on my account. From there I filed a police report ( report # XXXX XXXX XXXX for XXXX XXXX XXXX XXXX I filed a complaint with the FBI cyber crimes unit, as well as locked all of my credit reports down as this person had access to my entire bank account and tax return information through my email. Fifth third then after 30 days approved the return of the XXXX XXXX charge but not the XXXX XXXX charge. Stating that because they had the code sent to my number it was a valid transaction. I spoke with XXXX in regards to the denial she then filed another dispute with more detailed notes, including the police report. Fifth third has again denied the return of the XXXX XXXX charge. When I called to speak to a supervisor in regards to why she again stated that there was no proof my phone number was hacked. When I questioned if during they're investigation they got in touch with XXXX in regards to the notes from the day it happened she stated all they did was determine the code was used. I then asked if they verified the IP address the charges were made from, were from my phones IP address, she then became very rude and load stating that no they don't use IP address information only the verification code proof. She then stated I needed to provide more proof. When I asked what more specific proof I needed to provide aside from what I already had, she couldn't tell me directly what else I needed. I was in the process of trying to purchase a house when this all happened, however had to put that on hold because the account needed to remain open with a XXXX hold on it so that if they gave me the money back, it could go into the account in which it came out of. We are running the risk of losing out on our home with being unable to proceed with the buying process by having that account open in hopes of our money being returned. Banks are supposed to be secure with our money, and I've now spent almost 4 months fighting to get back the money I trusted to them with. I have attached the receipt from having to get a new number, the emails of the XXXX transactions, as well as where the charges came from, on an XXXX Device of which I don't have, I have an XXXX.
Company Response:
State: MI
Zip: 49601
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Problem with customer service
Subissue:
Consumer Complaint: On Friday XX/XX/2023 I called Fifth Third Bank at approximately XXXX and spoke to a representative who verified Fifth third bank did do currency exchange for COP ( Colombian Pesos ) and they did in fact offer this service to non account holders for an additional fee of {$5.00}. On Tuesday XX/XX/2023 I called the same location at XXXX at XXXX and verified the info I recieved on Friday was correct, and there closing time was XXXX. On Tuesday XX/XX/2023 at approximately XXXX I visited the bank location at XXXX XXXX XXXX XXXX XXXX In XXXX WV XXXX. My teller was XXXX XXXX. XXXX did not know how to do currency exchange and asked XXXX XXXX XXXX for help XXXX works as a financial center XXXX XXXX but advised me see was the head of that branch. She immediately stated she could not help me due to me not being a customer. I advised her of my calls and then she proceeded to say she was not aware if they even took COP. When I advised her they did she proceeded to show XXXX how to do the currency exchange. During the counting process XXXX stated I only had XXXX COP. I advised her the word milliones meant thousands so it was XXXX COP and asked XXXX to show her. At this time XXXX remained rude and uncordial and another lady went to try to help. XXXX advised me I needed to sit down and calm down. I was shocked because I wad calm and was being treated with disrespect from her. I advised her I am calm I'm only trying to explain that the count was off and why they allready had my passport ss and XXXX of my money and were claiming I gave them less I would remain There and complete my transaction. This happened two times that I could think of the second when they were further having trouble verifying the ammont. XXXX proceeded to apologize stated that she didn't mean to come off a certain way. I explained it was okay but from my perspective if I did not verify twice I would have just left and she stated she couldn't help me. She kept trying to interrupt I further tried to explain that the ammont was so far off and I was trying to explain. I had no expectation they would know how to read the bills but had to look It up and tried to explain the her as a XXXX should not do this. She kept cutting me off so i explained i will take this up with her boss and asked for her card and his. She kept being extremely rude and argueementive while I was waiting for my documents and currency back. And before she went to get her card even was like well brain will be here tommorow I can talk to him then. I then asked again if she was the branch manger she stated she was. And that XXXX will be there tommorow I should come talk to him. I explained I would just be calling XXXX no need to come in she rolled her eyes and said mmkayy. I did end up getting my currency exchanged but this experience was full of false testimonials and false policy 's of the bank. I was greater with hospitality and disrespect and was not treated with dignity. When I got my money from XXXX I told her she was great and apologized and told her my issues was with the way XXXX treated me nothing she did and that she wad doing great. She rolled her eyes and did not respond. I attempted to call XXXX XXXX at XXXX the number XXXX gave me for him but have not heard back from him at this time.
Company Response:
State: WV
Zip: 257XX
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My husband and I opened up an equity flexline with 5/3 Bank on XX/XX/XXXX. It had a fixed-rate lock option that could be exercised at any time during the ten year draw period. In the spring of XXXX, I called the number on the fixed-rate lock option paperwork to discuss our specific needs so the bank could help us " determine the best solution for your situation '' as stated on the document. We wanted to activate the fixed- rate lock option. The fixed-rate lock option was around 6 % at that time. Since we did not plan to draw off the flexline again, we wanted to fix the rate and avoid continuously rising interest rate only payments. We also wanted to start paying the principal down. All of this was particularly important to us as my husband was forced into early retirement during the pandemic. We have been good 5/3 Bank customers. Both our first mortgage and our equity flexline are with 5/3 Bank. Instead of giving us " the best solution '' we were talked out of the fixed-rate lock option and encouraged to apply for a new equity line with 1.99 % interest rate. We were told this was the best thing to do because in a year the country would be in a recession and interest rates would be going down. We were assured by the local branch manager that our loan would be processed quickly as long as we proceeded with the application right away. We were rushed to proceed with an application in order to get a 1.99 % interest rate that was " not going to be available for long. '' We were also assured by the branch manager that we would get the loan as we were good customers with a good credit rating. Well, the loan process was not quick and in the end we were denied the loan. By this time, interest rates had risen significantly and the fixed-rate lock option was not a great deal anymore. The thing is, we were denied the loan because we supposedly did not have enough income to afford the payments on a new loan with a 1.99 % interest rate. What nonsense! We can't afford a 1.99 % interest rate but we can afford an 8.74 % interest rate which is what we are now paying? Our interest only payments on the original equity line have skyrocketed from {$92.00} in XXXX XXXX XXXX to {$180.00} in XXXX XXXX XXXX. We are senior citizens and this is predatory lending. We should NOT have been talked out of the fixed- rate lock option in the spring of XXXX in the first place. The bank did not give for us the " best solution for our situation '' as promised in the paperwork. It gave us the best solution for THEIR situation. We have been paying thousands in interest and not paying down our principal because of bad advice and what feels like a con job. We believe the bank never intended to approve a new loan. Their goal was to stop us from getting a good fixed-rate lock option while one was available. We have paid hundreds in unnecessary interest because of 5/3 Bank 's predatory practices. We would move all our business elsewhere if the timing wasn't bad but we believe 5/3 Bank knew that would the case, too.
Company Response:
State: NC
Zip: 28110
Submitted Via: Web
Date Sent: 2023-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-27
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I was charged a {$10.00} cash advance fee for a transaction that was not a cash advance. The transaction was for {$4.00} and was made through XXXX XXXX. I have never used XXXX XXXX to withdraw cash and I do not have a cash advance limit on my credit card.
Company Response:
State: IL
Zip: 60714
Submitted Via: Web
Date Sent: 2023-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-26
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Fifth Third Bank failed to notify me of a large number of fraudulent debit card transactions totaling approx. {$2000.00} ( XXXX XXXX XX/XX/2023 ). This was a student account. They were notified, at opening, that this account was a dedicated repository for college funds. The fraudulent activity was extremely different from my usual transactions. I have had several issues managing my account using their recommended app. Though I had push alerts set up in the app, they vanished, unbeknownst to me. Once I discovered the fraudulent activity, I notified the bank. I ordered a new debit card and closed the compromised account. The bank opened up an investigation, but never put the required provisional funds in during this period. The bank did conclude and denied my claim. I am still awaiting paperwork several weeks later that detail results and findings of their investigation.
Company Response:
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-26
Issue: Took or threatened to take negative or legal action
Subissue: Threatened to sue you for very old debt
Consumer Complaint: A lady had told me that I owed a debt to a bank at XXXX XXXX and it was charged off in 2015 which is not true we. Currently have a bank account with XXXX XXXX and at paying the debt to a different creditor this person is also telling me that they will hold and cease some funds and other banking and threatened that she will turn me into some kind of check systems and other forms of threatening me to pay them directly in not contact. The original creditor which I have and none of this is matching up.
Company Response:
State: OH
Zip: 453XX
Submitted Via: Web
Date Sent: 2023-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: They told me if u didn't pay the late payments they would take my place. So I used the insurance money from. My house burning down
Company Response:
State: GA
Zip: 308XX
Submitted Via: Web
Date Sent: 2023-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-25
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: Started 3 weeks ago with my tax return your bank close my account telling me your fraud department needed documents I just sent them the return they asked for in im still being denied I was told numerous times 3 weeks ago that they were sending check back to address after they closed my account comes to find out my check never went to address now they giving information that the money in the bank they need tax return from irs I provided everything they asked for this very discrimination disturbing XXXXm getting very negative attitudes from your employees giving me a hard time
Company Response:
State: FL
Zip: 32725
Submitted Via: Web
Date Sent: 2023-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XX/XX/XXXX my loan was transferred to new lender Fifth Third Bank ( FTB ). XX/XX/XXXX I spoke to a FTB rep and completed a hardship app via phone. During the call I was told I was approved and my payments for XXXX, XXXX, and XXXX would be pushed to the median of my loan XXXX. XX/XX/XXXX. I was informed that although I completed the hardship app via phone that I still needed to complete a written app. During this phone conversation I informed the rep that I already completed app and was told I was approved. XX/XX/XXXX, FTB started reporting negative infractions on my credit report. XX/XX/XXXX, I wrote FTB requesting to review phone call in XX/XX/XXXX of theyre Rep approving me via phone call. During this call I was informed I needed to send in more documents that at no point did they informed me to send. Last XXXX, FTB denied my hardship app stating I didnt turn in paperwork. I sent a letter XX/XX/XXXX requesting their receiving process because I sent in documents certified mail. I continued to write FTB XXXX XXXX XXXX. No response. My last letter I sent I informed them of intent to sue and that due to it being past 30 days without a response, my compliant was valid. I then received a written response back from Presidents office of them finally starting to investigate my situation. In XXXX, FTB presidents office denied my claim stating their reporting is correct. I wrote them again to request them review the recorded call ( XX/XX/XXXX ). XX/XX/XXXX, FTB response to the recorded call that occurred XX/XX/XXXX wasnt a approval. FTB is being dishonest to their consumers. I was approved via the call and thn told something completely different. Proceeded need to be updated
Company Response:
State: NV
Zip: 89122
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A