Date Received: 2023-05-10
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: At the end of XX/XX/2022, I opened an account with XXXX Bank and deposited a {$2500.00} check I had received from the United States Department of Education as a refund on a defaulted student loan, on account of the closing of XXXX XXXX The check was accepted but after XXXX week and before I could even receive my bank card, the account was frozen and my money denied to me on the grounds of supposed fraud. When I called to dispute the freezing of my account, I was asked by a member of the customer service team who were clearly not from the US over and over again as to " the name of the person who sent me the check. '' After explaining each time that it came from the United States Department of Education, they still refused to acknowledge my information. I later attempted to seek assistance from the banker who assisted me with opening the account and they told her that the issue was with my address on the account not matching the check. They later withdrew the money from my account and closed the account. I then called their support again and they claimed that the amount on the check was suspicious and thus why the account was close. But due to the account not having any money in it, then they could not give me any money back. I proceeded to seek further support from outside help and was advised to try their support line again and was told to provide information as proof of evidence that I was who I said I was. I called back the collections company who held my defaulted account, and they provided me with a copy of their letter indicating that I would be receiving a refund from the United States Department of Education on my student loan. This packet included my old address as well as my new address, and information that I was to receive the refund. XXXX rejected the evidence claiming that it did not show that I was entitled to the money. They are insisting that I provide account information from the United States Department of Education 's accounts in written form as the only proof of entitlement they will accept. That information I can not receive.
Company Response:
State: OH
Zip: 43232
Submitted Via: Web
Date Sent: 2023-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/2023 To Fifth-Third Representative, 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 XXXX 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: 2023-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am trying to pay off my mortgage for my primary residence. The bank, Fifth Third Bank is unable to provide me with a payoff amount. I have 4 payoff statements from them with 4 different amounts. Additionally, they have added {$2100.00} in late fees, but they can not provide documentation on these fees other than to say they came from the previous mortgage holder when they purchased the loan previously. On XX/XX/23 I met with the bank in person after numerous phone calls and chat sessions. At the bank I was told my balance was {$900.00}. I paid that amount in the bank and have a receipt for the same. Sone then I have received approximately 15 letters from the bank with different charges, payoff amounts, and now I am informed that my account is delinquent and I am in danger of foreclosure and that I must pay the amount in full. The problem is, the bank can not tell me how much to pay them. The local branch, not the corporate office can not give me a final answer. I am afraid of losing my home. Please help.
Company Response:
State: OH
Zip: 45215
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Fifth third bank erroneously applied home owners insurance during covid period and applied my regular monthly payment to my impound account. I provided proof that the insurance had, in fact cashed the check for my home owners policy. The check was " lost '' somewhere between the sender and insurance company, however, they did eventually cash it. I have made every payment on time. Fifth third refuses to credit back my account for placing their insurance policy on it and continues to say I was late on my monthly payments when in fact, all payments were made on time. I want the credit report corrected to reflect all payments were current. I have never received a late charge on this account. I sent copy of front and back of insurance check showing it was cashed by insurance company as well as the policy declaration showing the dates of coverrages. They still refuse to refund me or update my credit report. They also refunded me my first payment on the loan saying " no account found '' which I then had to resend the check out. My title company sent them an additional check to cover the insurance that they erroneously placed until it could be sorted out and Fifth third sent me a XXXX check back for impound overages???
Company Response:
State: CA
Zip: 92065
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I had fraud on my personal account on Monday, XX/XX/XXXX I believe for {$12000.00}. Someone printed a fake check and Fifth Third allowed it to go through. I reported it and closed the account. I found out later that the XXXX drawn on my account was never reported as fraud because I got my money back which makes no sense. Several days later I deposited a check for {$150000.00} into my XXXX. Trust account. I am an XXXX The following day there was fraud on my trust account in the amount of {$300.00} I went to the bank frantically though it was a Saturday. I was freaking out because my XXXX money was at stake. The teller assured me she froze my account. I called Fifth Third later that day on the XXXX number and was told no that it was not frozen and there was nothing they could do until Monday. I was told I needed to contact the domestics department. I kept asking what the domestic department meant and kept saying I'm in the United States I don't know what you're talking about and they could not help me and just said I needed to come back Monday. No one seem to understand that this {$150000.00} was at stake. And it was not frozen. I went in on Monday and filed a fraud complaint for the check. Again this is XXXX money. It's a special account for XXXX. I switched banks from XXXX to Fifth Third because of bank fraud before. But nobody seems to understand what I'm talking about. I went in frantically yesterday and told them I wanted to close the account. I had discovered over the weekend. The only thing that made sense was that the {$150000.00} was fraudulent. Again I'm an attorney. For one month I have been dealing with a XXXX XXXX and had been negotiating a settlement agreement with XXXX XXXX XXXX dealing with their HR vice president. I had negotiated the settlement and was to receive XXXX out of the XXXX. Because Fifth Third was not helping me I decided to call XXXX XXXX the bank. The check was drawn on. In looking for numbers for XXXX XXXX and looking at the Check I realize the check could be fraudulent because the address on the lower left-hand corner was a branch that was permanently closed. Suddenly I think I understood what happened. Monday I went into the bank which was yesterday and I told him I wanted to close out the account and explained all of this. I was told that I could not close the account because the deposit was pending. I kept explaining I didn't care that. I did not want that money that it wasn't real money and kept explaining that someone was going to try to cash bigger checks on the account. Meanwhile, I also called XXXX XXXX XXXX yesterday morning and confirmed that the entire XXXX and the entire work I did on the case for one month was fraudulent. I was talking to a fake HR person. There was fake letterhead used and there was a fake severance agreement and the check was fake. They said XXXX XXXXXXXX XXXX and XXXX not XXXX XXXX. So I turned over all that information to the XXXX XXXX fraud department. Again I tried explaining this to the manager at Fifth Third. She's a very nice person XXXX who has helped me for years. But she continually told me I could not close the account with the pending deposit. I left hoping for the best. This morning which is XX/XX/2023 I looked at my trust bank balance because I had a feeling things were going to go wrong. I almost had a XXXX XXXX and XXXX and was bawling my eyes out and shaking from head to toe. My bank balance is- {$500000.00}. A half {$1.00} XXXX. I thought my life is over. My career is over. Five years ago when something like this happened, it triggered a disciplinary investigation which I went through for about two years and it was another nightmare, and it ruined my life, causing me into a deep, dark XXXX. I saw it coming again and I decided if this happens this time I'm quitting the XXXX XXXX XXXX and giving up my lol license even though I did not do anything, and this is all fraud. I raced to the bank only to find out that is how Fifth Third handles fraud an account. They are the ones that made it the - {$500000.00}. But no one ever notified me they were going to do that. You can imagine how a person would feel seeing that on their bank account. I thought my house is going to be taken I'm going to have a judgment against you. I'm gon na owe all of this money. It was horrible. Again freaking out. I called my attorney that I had three years ago. XXXX XXXX, who specializes in Disciplinary issues and trust accounts. He gave me some advice which I had already followed the day before. But he told me immediately to get in tight contact with the XXXX department so I contacted the bank again. I had left a message for a manager to call me back and never got a call back today. I believe I talk to an assistant manager, XXXX, who is very nice and who has been helpful in the past. But again nobody there seems to understand these accounts. I told her what my attorney said, and asked for numbers or names for the legal department and for the XXXX department. She kept saying this is fraud. This is fraud. You have to contact the fraud department. I asked for the name and number of the person that XXXX spoke with in fraud and she said she can not give out that information. I kept saying I need whoever 's in charge of XXXX and she said that she could not give out that information that they just scan information that they don't have those names and numbers that it's the back office. I kept saying well these are real people you have real lawyers there Hass to be somebody that's in corporate that knows about these types of accounts. What's the point of having a trust account like this to manage XXXX funds if nobody there knows what it entails or how important it is to make safeguards. Artificial intelligence these days can pass the bar exam and become a doctor practically but you mean to tell me that banks don't have the technology to catch fraud. Kindergartners could've written that {$300.00} check. It did not have my name in the upper left-hand corner. It did not have my signature or name in the little written corner. It looks nothing like a real check at all. Anybody could print one. So when I try to make transactions and there's fraud alerts, it stops me from trying to spend my own money, but when someone else tries to put checks through my own account, there's no safeguards whatsoever so talking to XXXX, round and round and round I kept asking for names who is in charge of XXXX Then I asked her do you even know what they XXXX stands for and she could not answer me and she kept going round and round again I'm sure she's a very nice person, but why do these people not know what this is and how important it is? Fifth Third is one of the banks that's on the preferred list for the state of Indiana as recommended by the Indiana Supreme Court disciplinary commission. That is why I picked them because I thought they knew what they were doing. In any event I am very concerned about this negative half {$1.00} XXXX because when you Have a trust account that's in the negative there is an automatic trigger to notify the disciplinary commission that the account is overdrawn because they think people are stealing plant money. So I wanted to get a hold of XXXX at the instruction of my attorney to tell them do not trigger the disciplinary commission because you're the ones that put me in the negative. I did not put myself in the negative. The fraud did not even put me in the negative. This is not something that needs to be reported to the disciplinary commission because it's it's not anything on my end. No one seems to be able to help me. I don't know what to do and I'm at a loss. My livelihood is at stake. My law license is at stake. Regardless, if you're at fault or not, once investigation starts, it literally will take up all my time for the next two years. They have caused me so much emotional distress and I feel like I can't get any answers any help or any phone numbers. The fraud department isn't open on the weekends, which is ridiculous. Nobody seems to be taking any of this seriously whatsoever. I'm likely going to report this to the FBI because of the detail involved. This XXXX gave me bank account information of his. Presumably he also gave me an address in Arizona to send money to and also give me addresses in Texas. I am just at a loss. And I need help immediately I need to get in touch with AI also department of Fifth Third Immediately and I need them to know that this is not something that I did and there should be no notification to the disciplinary commission. If there's any notification whatsoever, they need to write a letter saying that they did this.
Company Response:
State: IN
Zip: 46307
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2022, I wrote check # XXXX in the amount of {$2500.00} from my checking account with Fifth Third Bank. I put it in the U.S. Mail from my law office. I check my account online daily, and I noted that this check cleared my account ( and the funds were deducted from my balance ) on or about XX/XX/2022. ( The bank records indicate that this check " posted '' to my account on XX/XX/2022. ) I therefore did not pay further attention to it. Several weeks later, the payee asked if I had sent him this check. When he said he had not received it, and I re-examined my account, I clicked the hyperlink that showed me the image of the check. The back of the check was indorsed by TWO people, rather than the single payee on the front of the check. I promptly reported this to Fifth Third and physically went to a bank branch to submit a fraud report on XX/XX/2022. Since that time ( after many weeks ), I learned that XXXX XXXX XXXXXXXX had honored the check and was told that because XXXX had so many problems with fraud, it could take up to 180 BUSINESS days to resolve the issue and refund my money. I have been in regular communication with the banker that took my fraud report. She states that she has no other information and could not give me any other person to discuss this with. I subsequently talked to her supervisor -- months later and after 6 telephone calls -- and she continues to give me the same information. She told me that this had been escalated again and that HER supervisor would contact me. He has never attempted to do so. After six months of making this my problem, with no resolution in sight, I have been given no choice but to file this complaint. I previously informed all of the bankers that I spoke with that I would be doing so. No one has cared enough to return my call since then, much less resolve the problem. I have also informed the bank that I intend to file a Complaint in Small Claims Court, which I intend to do.
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage lender is Fifth Third Bank ( 53.com ). Please see the email below, which I sent to the banks executive team this afternoon. It contains all pertinent details regarding my complaint. Good afternoon, All, I am writing to express my complete and utter frustration with your loss mitigation practices. To be frank, I feel as though your team did not honor the hardship agreement that was finalized in XX/XX/2023. Consequently, I have every intention of filing an official complaint with the Consumer Financial Protection Bureau. I was contacted by a member of your loss mitigation department today because your records indicated my mortgage was in default. However, I had entered into a three-month forbearance agreement with 53 in XX/XX/2023. As I understood it, the payments due for the months of XXXX, XXXX, and XX/XX/2023 would be divided and added to my next six payments. I was fully prepared to honor this agreement. Unfortunately, your representative informed me that a repayment plan was never created by your team, and now he had to review my financials again to see if I qualified. Even though I have secured a new, six-figure job starting XX/XX/2023, I was told I did not qualify for the repayment plan due to my total household expenses. Therefore, I either had to remit full payment to reinstate the loan OR pursue other options such as short sale. I remitted the full $ XXXX today under duress. While I am thankful to have been in a position to do so, I can not help but wonder how many of your other customers have experienced similar issues. Would I have lost my home had I not drained my savings account to remit the payment? Not only is failing to honor the repayment plan unethical, I believe it borders on predatory lending practices for which I will ask the CFPB to investigate.
Company Response:
State: LA
Zip: 70118
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My mortgage was originally through MB Financial and then was bought out by 5th third bank. I was going through a divorce and foreclosure papers where served. I had sold the home before a court date was even set on XX/XX/XXXX. 5th third continue to send XXXX ( foreclosure Proceeding Stated ) remarks to XXXX 2 months after I sold the home and MOST recently, left a XXXX remark on XX/XX/XXXX after the home was sold in XX/XX/XXXX. I tried to dispute this thru XXXX multiple times even including my XXXX XXXX XXXX XXXX proof of sale. 5th Third continuous to not answer any of my questions after telling me this is a " closed account ''. My home buying chances are in danger while 5th third bank continuous to leave negative credit inquires. XXXX disputing is no help to me neither ...... HELP!
Company Response:
State: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: XX/XX/2023 53rd bank They closed my account at {$490000.00} when I deposited {$9300.00} on XX/XX/XXXX. And when ask why they told me it's because it's what they do.
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Problem when making payments
Subissue:
Consumer Complaint: Dividend finance online system is faulty. I setup ACH payments. For some reason the XXXX payment shows past due for XXXX days even though I got a text message confirming that they received the payment and the payment history online shows that they received the payment. But now they are asking for another payment. I am not sure why they want a second payment for this month if they already received. The customer service rep lied and said I have always been XXXX month behind and have been playing catch up which is not true because I check my payment history since the beginning of the loan. After telling him that they are saying the bank returned the payment. I am looking at my bank history online and there are no returned payments. I would like the fees to be taken off my account and for them to remove any derogatory credit reporting as I have automatic payment and ample funds in my account. If they didn't process the payment that is on them, they have my permission to do so. I just made a one-time payment online and it says it is in process but I should've never had to make a second payment in the first place. The payment should have been processed via ACH the first time. The rep on the phone wanted my debit card number, something doesn't seem right about this whole scenario. The representative lied to me and now wants my debit card number???
Company Response:
State: CA
Zip: 92626
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A