Date Received: 2023-05-18
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: XX/XX/2023 {$100.00} XX/XX/2023 {$50.00} XX/XX/2023 {$150.00} XX/XX/2023 {$100.00} I reach out to the company XXXX on XX/XX/2023 and it has been a month and I still have not recieve may money back. Above is the transaction that was fraudualy taken out ot my account through XXXX XXXX. I advise the company that I do not see these trasaction on my XXXX XXXX. I wondering how was this possible. It has been a month I have not got my money back. I advise to expidite my refund they stated they are waiting on the response from XXXX XXXX. I need my money deposit bact to my account.
Company Response:
State: FL
Zip: 32809
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XX/XX/XXXX, I received a check in the amount of {$12000.00} from the XXXX XXXX XXXX as a widow 's benefit payment after my husband passed in XX/XX/XXXX. The check was drawn on a Fifth Third account. I opened an account online, depositing {$100.00} into checking from another bank via debit card - savings would be funded when the check was cashed. XX/XX/XXXX, I went to the Fifth Third location on XXXX in XXXX to cash the check, subsequently receiving {$10000.00} cash and depositing {$2000.00} into savings. A few weeks later, I received a letter stating the account was locked. I had not used the account in any way at this point. I called in and spoke to XXXX who advised that they needed 2 forms of photo ID and utility bills to verify my address. I advised her, I only had my state ID, no other ID but would bring other information ( voter 's registration, husband 's death certificate, etc ). The financial advisor sent in the documents to a 'fraud ' department. Because of the hassle, I told them I was ok with them just closing the account and getting my funds back. I was advised it would take one month to return the {$2100.00} I had deposited. In XXXX, I phoned in to customer service advised the account would close on the XXXX and my funds would be sent by the end of XXXX. XX/XX/XXXX I called in and was told they could not verify the check that I cashed and would not release my funds. These are insurance benefits sent by a MUNICIPALITY ( XXXX XXXX XXXX XXXX and the check was a Fifth Third check. I went in to the branch on XX/XX/XXXX and was helped by XXXX. She verified my documents and advised 'fraud ' that the check had cleared and my funds should be released. 'Fraud ' stated they needed more information about the check and would not release my funds. The XXXX XXXX XXXX provided a copy of the cleared and endorsed check yet the funds have not been released. I need a HUMAN person to review what has happened on this account and assist me. I am in desperate need of those insurance funds.
Company Response:
State: IN
Zip: 46410
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I contacted XXXX XXXX 's Loss draft claims dept on XX/XX/XXXX and informed them that I wanted to payoff my mortgage. They informed me that I had enough funds to pay off the loan and that I would be receiving surplus funds back in the mail after apprx 10 days. The next day on XX/XX/XXXX, XXXX from the Loss draft claims department left a voice message on my phone and stated " before we can apply the funds you have in escrow, I would have to pay the difference before we can apply the funds we have in escrow account. '' This was an unclear circular statement. In reality escrow account was in the negative so I knew that the agent was not being clear for lack of understanding my account details. I called the loss draft claims department back on XXXX and was on the phone for 14 min and 27s attempting to figure out what the issue was and they were not able to tell me anything except that my case was being " tasked out '' and that my loan was unique. From there I was sent to a multiptude of different departments over the course of a week. I procedded to call various departments within XXXX to try to understand what was going on. On XX/XX/XXXX I called and spoke to an agent who was unable to help me. On XX/XX/XXXX I have a call log of 6 discrete calls to 3 different departments. On XX/XX/XXXX there were 5 calls between myself and XXXX. I was getting the same type of responses, that I had to wait for a manual approval. I tried following up the next week on XX/XX/XXXX and XX/XX/XXXX and got no answers or results from waiting. I called the offie of the president on XX/XX/XXXX and they told me they would " investigate '' what was happening. Finally I decided to call XXXX XXXX to complain and once that happend an agent named XXXX XXXX called me back on XX/XX/XXXX. During this entire period of over 1 month, not one agent offerened me a payoff quote. For one month I was ping ponged around the departments of XXXX XXXX because they couldnt give me support in the steps to pay off the loan. XXXX then stated she sent me a quote but that the quote would not be correct because there were late fees on it as welI as other inspection fees which are not allowed during a forbearance period which I had been in VERY close communication about with XXXX and with XXXX XXXX. I then proceeded to speak with XXXX XXXX following up 3 times per week to find out if they would be backdating my payoff to XXXX or XXXX given all the confusion offered by XXXX and time I spent waiting as XXXX told me to do while they went to " manually approve '' my loan. XXXX XXXX was not able to get me a correct payoff quote until the end of XXXX around the XXXX. I called the same department and spoke to 2 other agents, one being XXXX XXXX who looked at my account and was IMMEDIATELY able to give me instructions on how to pay off and suggested that XXXX backdate the payoff quote but then said since I had been talking with XXXX, that she should handle it. I called back and spoke to another agent that day and payed the difference suggested to balance out my escrow by an agent named XXXX and she informed me just as XXXX had, that if there was an overpayment on my part, that I would be refunded.XXXX is contesting that they are able to keep the interest on my loan for the months of XXXX and XXXX even though it took them 2 months to give me a solid response in paying off my mortgage. During this time, they also put my account in DELINQUENCY bringing my credit score down hard. And this is because they have zero communiation between departments. Even if you go and speak to each depertment notifying them as I did thet my account had been protected by a WILDFIRE forbearance, they still put my account in delinquency. I would like to add that my time spent on the phone with XXXX XXXX was a waste and a nightmare. This person cut me off when I was speaking, and gave me responses that were biased such as " I dont feel like the interest could be taken off for XXXX. '' This is not a " feeling '' issue, this is my financial health and that is black and white- not grey areas for opinions. There was a major lack of expedience and negligence on the part of XXXX XXXX and I want to see I am treated fairly in this matter.
Company Response:
State: OR
Zip: 97211
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On or about early to XXXX 2022 my husband and I went into 5/3 bank to talk about a check that was being held without clearing, the branch manager at that time XXXX XXXX talked to us and convinced us to do a business line of credit and it was in the amount of {$64000.00}. XXXX XXXX told us that the interest rate would be low around 6.07 % ( 3.07 % rate and 3 % prime ) and our monthly payments should not go above $ XXXX {$400.00} or around there even when we pull the full {$64000.00}, which we could afford. XXXX then mentioned that there would be a One time fee of {$170.00} for processing etc., which we were also okay with. There was an issue and she could not print the documents for signing right there but told us that they would be emailed and we could sign, but that everything we discussed would be the same on the documents. Then XXXX told us that we would have online access and a debit card for this loan, its been over a year and we are yet to receive the debit card nor have access to the credit line, even after many requests to her and even other managers ( other managers after XXXX left the Bank ). Fifth Third uses a point system for their employees that they have to meet on a monthly basis, this is what causes deceptive lending practices and fraud ( our XXXX used to work for XXXX XXXX ) Needless to say, month after month after month the rate keeps going up, we are up to 11.07 % which is another thing, XXXX never said it was an adjustable-rate loan, she said it was a fixed rate. The one time {$170.00} fee is NOT a one time as they just took out the {$170.00} for this year, so this fee is yearly as long as we have the loan. We would like this fraudulent and deceptive issue to be investigated and the loan to go back to we were originally told including removing the $ XXXX yearly fee and/or forgive loan.
Company Response:
State: NC
Zip: 28625
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I have Fifth Third checking and savings accounts and also a safe deposit box. I use Fifth Third 's Bill Pay Service regularly. One of my accounts registered within bill pay is XXXXXXXX XXXX. I scheduled a {$2000.00} payment to be made to XXXXXXXX XXXXk through Fifth Third 's Bill Pay product. Instead of Fifth Third sending the {$2000.00} payment to XXXX XXXX, they sent the payment to XXXX XXXX. I do not have XXXXXXXX XXXX listed on my bill pay service through Fifth Third. I don't know where they got the info to send the payment to XXXXXXXX XXXX When I saw on my account that a {$2000.00} payment had been sent to XXXX XXXX I called Fifth Third and asked them to make the correction as this was their error. They said there was nothing they could do and I had to call XXXXXXXX XXXX and figure it out on my own. This error was clearly the fault of Fifth Third and they should have rectified their error. They refused to do so. I just spent the last hour on the phone with XXXX XXXX to attempt to get the {$2000.00} payment mailed back to me. They explained the misapplied payment has to go back to Fifth Third electronically and then to my account the same way it came out. I do not trust Fifth Third to redeposit the {$2000.00} back to my account when they receive it from XXXX XXXX. Please conduct an in-depth audit on how Fifth Third does business, how this horrendous error could have occurred, and why they require the consumer to rectify their errors. {$2000.00} might not be a lot of money to some people but it is to me. Fine Fifth Third substantially if you can, and require them to rectify their own errors instead of having the consumer take off work to fix Fifth Third 's mistakes. In addition, please require them to immediately redeposit the {$2000.00} back into my account. Thank you
Company Response:
State: OH
Zip: 45840
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: We have used mobile deposit for years and made very large deposits. We deposited a check on Sunday and it should have been available today. It was not. This is unacceptable. We called the bank customer service as well as the branch and every person let us know there was nothing they could do, saying things like I will get a manager but like I said we can not call to verify funds, etc .... how is this customer service? Its our money not the banks money. We also asked why the check was being held, no one could verify why and if there was a funds issue on the other end because its all " electronic ''. Well then you should be able to see electronically what the issue is, its a lie they know and they should be able to call and we will be closing our account. We want this resolved immediately. It does NOT take eight days to figure out if a check can clear on electronic systems. What a racket to collect interest on peoples deposits.
Company Response:
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I opened my account online yesterday ( XX/XX/2023 ) at approximately XXXX EST. I received an email at XXXX today ( XX/XX/2023 ) stating that my debit card had been activated, which it had not been sent to me yet. I tried to log into my account online and it kept telling me my information was incorrect. I called customer service and the first agent said they had to transfer me, so I was then sent to agent # 2. Agent # 2 said that I needed to speak to the fraud department and then transferred me there. The fraud department agent then told me there was nothing he could do after I stated to just close the account completely and told me that I needed to speak to customer service and hung up on me. I then called back again and spoke to customer service who told me that I needed to speak to the fraud department. When I requested to speak to a supervisor, they put me on hold and then came back to tell me that they can not transfer me to a supervisor because of some note on my account and that I needed to speak to the fraud department to even try and close my account!
Company Response:
State: OH
Zip: 454XX
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/XXXX XXXX I Went to purchase a XXXX. I received a denial from. I have never owned a car nor have I ever asked a bank tooled me a loan for a vehicle let alone get a repossession.
Company Response:
State: LA
Zip: 70122
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: On Friday XX/XX/XXXX, I received a cheque for {$600.00} in the mail made out to me and drawn on an account with Fifth / Third Bank in XXXX XXXX, MI by the XXXX XXXX XXXX XXXX ( XXXX ) - a State Agency. It was a refund of an overpayment of child support. That same day, I presented the cheque for payment at a local branch of Fifth / Third Bank located at XXXX XXXX XXXX XXXX, XXXX XXXX MI XXXX. I had valid identification with me ( a Michigan Drivers License ). I was told by the cashier that it was company policy to charge a 2 % fee and that I would need to build a credit profile with their bank as I don't have an account with them. I told her that they have an obligation to cash the cheque without a fee. She refused. I left. I believe that this was illegal. In this case, I was fortunate to have an account with a local credit union and could clear the cheque through it. I had hoped to access the funds immediately but was forced to wait. This policy clearly is discriminatory and forces the poor who don't have bank accounts ( primarily people of XXXX ) to pay their fees. It is also a disgrace. They are charging their clients for having a checking account but are refusing to honor their cheques unless certain conditions are met.
Company Response:
State: MI
Zip: 48307
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This complaint applies to both a primary mortgage and a home equity line of credit. 1st Mortgage loan # XXXX AND 2nd mortgage/XXXXXXXX XXXX XXXX XXXX Our hardship application goes back to XXXX XXXX XXXX and almost 10 months later, we still do not have a solution from Fifth Third. This is really puzzling and ironically has made our hardships much worse... Let 's think about this, it has been almost 10 months since we started the hardship application and our credit history has gotten much worse, interest rates are significantly higher, the real estate market is worse and the cost of homes has increased. Our hardship status is much worse now and we have fewer opportunities to purchase another home because the market is much worse. On XX/XX/XXXX I sent an email to Fifth Third pleading... Can someone at Fifth Third please give us a status update on flex loan XXXX XXXX workout? In that email I explained to Fifth Third that our hardship is now much worse for the reasons noted in the 1st paragraph above... so here we are on XX/XX/XXXX, and no one still has replied to that email! During the month of XX/XX/XXXX, we not gotten bad advice by being told by 53 : a ) I, XXXX, would have to wait 1 year before I can refinance the flex home equity loan into my name ; meanwhile another representative told me it would take 3 months and I still dont have the correct answer. b ) I was told that I had to get another quitclaim deed ( to make sure the title of the XXXX XXXX is not in my name ) which made no sense ; I told 53 that it made no sense but I wasted valuable time trying to get it done. And this person shared her own personal divorce situation and had to quitclaim the 2nd mortgage! but that has nothing to do with our situation which is different because ironically no one can tell me if my name is on the 2nd mortgage. So this advice put us into an unnecessary frenzy. c ) Fifth Third told us they can not email us the hardship application so we would have to wait for it to arrive in the mail, and d ) a bunch of other time-wasting phone calls with no one knowing what to do we could have saved at least a week which would have given us more time to come up with delinquent loan payments. In addition to this, the XXXX XXXX XXXX XXXX XXXX XXXX XXXX was not processed correctly because it should have been in both of our names when we were married but is only in XXXX 's ( my ex-wifes ) name. I asked for a copy of the flex loan closing documents because we do not understand why my name is not on the loan documents ; if my name was on the loan documents it would be easier to refinance or qualify for the modification. Since both of our names are on the 1st mortgage, I see no reason why both names are not on the XXXX XXXX - and no one at Fifth Third could explain this error or point to a standard operating procedure to prove that this is allowable. And because of this error with both names not being on the home equity line of credit, Fifth Third put the house into foreclosure and we had to fight with them to get it out of foreclosure! What a waste of time. THIS IS A MESS and clearly was not handled correctly and is part of the reason for the ongoing delays that we have nothing to do with. Other delays were caused by Fifth Third asking for the same documents at least twice and some of the documents they asked for were never asked for ( e.g., our daughters birth certificate ) in the initial hardship application ; in addition, as early as XXXX XXXX we were told several times that they have everything to process the hardship application but we find out later they need more documentation and a couple of times, the application became too old and we had to refile. We called and spoke to 53 in the early part of XX/XX/XXXX and was told everything was submitted and they did not need any additional information from us - so we are very frustrated with this process... we have submitted documents at least 3 times already and each time we are told you have everything. We have met all of the deadlines to submit the required documentation to expeditiously process the hardship application. As noted above, we are now really in a serious hardship due to higher interest rates and higher home prices. Our hardship has gotten much worse : 1 ) My ex-wife wants to buy a home but has been forced to pay very high rental rates pending the processing of the application. 2 ) Despite the divorce, the goal was to refinance the home in order to remove my ex-wifes name from the mortgage and home equity line of credit. We are extremely frustrated because our lives have been put on hold. There appears to be no sense of urgency and/or consideration for the circumstances Fifth Third has put us in... no one replies to emails or picks up the phone when we call. Just in case you are not able to receive our communication attempts, we are including the other 53 contacts hoping that someone at 53 will reply due to the urgency of our request and situation. In fact some of the recipients asked to be removed from the email! I also mentioned several times to Fifth Third to please understand that we want to remedy this situation as soon as possible since XXXX is planning to purchase a home and I need to refinance the primary home into my name and there was and still is no sense of urgency. It is shocking that Fifth Third does not appear to have standard operating procedures that detail what hardship documents are needed when the first hardship application was filed all the way back in XX/XX/XXXX! This is really getting ridiculous to ask multiple times for the same and new documentation for the hardship application filed in XX/XX/XXXX. This process is very frustrating. In addition, XXXX is having difficulty purchasing a home because of the impact of this long process on her credit report - at this point, 53 should do a goodwill deletion of all negative credit reporting on our credit history. The real issue is that the mortgage needs to be refinanced/modified so XXXX 's name is no longer on the mortgage which is what we tried to do after the divorce but Fifth Third told us I would have to wait about a year to show payment history. And as noted above, now rates/home prices are higher and XXXX has been trying to buy her own home but we are at a standstill because of this situation. XXXX XXXX was our original contact person and then after sending emails to him and many other representatives, we later find out that XXXX is on another assignment but we had to ask why was he not responding in order to find that out and someone at Fifth Third should have emailed or called us and said XXXX is no longer handling our account. But the fact that XXXX is no longer our contact is not a good excuse because I included many representatives on the email distribution including XXXX which is the general email for hardship applications and even with that no one replies. Because of this huge mess, our credit has been negatively impacted and will get worse if Fifth Third decides to refinance at the much higher interest rates in effect today.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A