Date Received: 2023-04-03
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: For several years, Fifth Third 's so-called fraud algorithm has been disabling my card and blocking valid transactions I'm trying to make, but it does not stop any actual fraud. Their blocking of my card and transactions causes me huge trouble even though I call the bank before I make a major purchase or travel and give them specifics so they won't interfere with my transactions. They assure me they will not interfere, but then they do. On one occasion, after I told them pre-departure that I would be traveling in XXXX and they should NOT disable the card if they saw charges from XXXX, they disabled it anyway, stranding me in the middle of nowhere XXXX miles from the nearest airport so I had to WALK for days carrying my luggage. Last year they blocked the transaction when I tried to buy a new XXXX from XXXX, and because they blocked it, I never got the computer. Last week when I knew I would be attempting to buy a XXXX again, and a XXXX XXXX, I called Fifth Third and said DO NOT BLOCK MY TRANSACTIONS. When I looked online today ( XXXX ) and saw that the XXXX and XXXX transactions were pending forever, and then when I tried to use my card at stores, I discovered my card was blocked by Fifth Third! I went to the closest Fifth Third branch ( XXXX XXXX XXXX, XXXX, Florida ). The manager, XXXX XXXX, was rude and ignorant. She did not help me at all and does not deserve to be a manager because she lacks the skills and temperament for it. I then had to call Fifth Third, be transferred, and get a code before the hold on my card was released. I received no notifications from Fifth Third about the blockage and would not have known except that I tried to use the card at point of sale. Fifth Third has created suffering, loss of money, and lost time for me, and they make sure you can't reach corporate. They have a fortress around their corporate officers who create the algorithms and policies that work against customers. Fifth Third is not a corporate criminal like XXXX XXXX and other banks, but they are incompetent, and some of their employees, such as XXXX XXXX, are hostile. They need to fix their systems so legit charges from customers are NEVER blocked. So glad there is a CFPB and that the GOP hasn't managed to defund and ruin it! Email, not phone, is the way to reach me.
Company Response:
State: FL
Zip: 33770
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-03
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I was charged assuasive amounts of fees and it cause my acct to be overdrawn and I could not pay for it. All fees should be refunded back to me and the negative impact on my credit should be removed.
Company Response:
State: NC
Zip: 28205
Submitted Via: Web
Date Sent: 2023-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: You don't have a category for the mortgage company Fifth Third Bank failing to pay me. I received a check from my insurance company for hurricane repairs that I sent by overnight at a cost of approx {$30.00} to the company to coendorse. No check was returned to me. Per a Fifth Third Loss Draft Supervisor 's instructions I had the insurance company cancel the check and resend. He refused to refund me the expediting fee I paid. He told me I should have it cancelled and get a new one then sent me, and if I wanted I could include a prepaid overnight envelope. I did all of that, which means paying another approximately {$60.00} in expediting fees. I overnighted the second check XX/XX/XXXX and included an envelope to overnight the coendorsed check back to me. As of XX/XX/XXXX mail delivery the company has not overnighted the coendorsed check back to me. XXXX confirmed that they received it on XX/XX/XXXX. I have already paid the XXXX to start the work, which commenced XXXX. They work is done today and the XXXX needs to be paid. I opened a complaint with Fifth Third and they put the complaint on check one which was not the one I put the complaint on. The person they put on the investigation is on vacation until XX/XX/XXXX. On XX/XX/XXXX I called the number to talk to someone in her absence at the office of the president. That person, XXXX, was unhelpful and didn't seem to even be listening to the details. She transferred me to the loss draft department and didn't even stay on the phone to learn what they had to say about the check, indicating that she is not actually investigating this. XXXX at the Loss Draft Department could not tell me when the check was mailed exactly or when it will be received. She did say that they used my postage. ( Note check # XXXX has never been received anywhere and all I have to go on that they mailed it is their word, which seems unreliable. I suspect that they never even mailed that first check at all. It didn't show up late. It has showed up never. )
Company Response:
State: LA
Zip: 70118
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: XX/XX/, I am now speaking XXXX. I have had three codes sent to me because employees of Fifth Third do not know what they are doing. I have been on the phone for 3 hours now. XX/XX/, a supervisor within 5/3 attempting to do the balance transfer but it was flagged because it did not recognized the employee of 5/3. This happened two more times on XX/XX/XXXX XXXX The representative in customer service was " passive '' and did not correct the amount. He stated a balance transfer of {$4100.00} instead of {$4200.00} so we had to do the it all over again with the Fraud Department. 5/3 does not have a code for customer service on the telephone who are helping customers do the balance transfer. This resulted in 3 codes from the Fraud Department. XXXX XXXX XXXX at XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XX/XX/XXXX Then on XXXX XXXX XXXX at XXXX : XXXX XXXX messages sent to my number XXXX. Three codes were sent as follows : XXXX ; XXXX approved for {$4100.00}. This was approved. XXXX said it had not been approved. There is a recording where it was approved for {$4100.00} and your records can be secured by the court system. Approved on code XXXX for {$4100.00} is on record but the slow 5/3 employee did not know what he was doing and later changed it to {$4200.00} then problems again. I have been on the phone for almost 3 hours now due to the inability of 5/3 bank to know that an employees of 5/3 in corporate 5/3 were the ones processing the balance transfer. The INTERNAL COMMUNICATIONS WITHIN 5/3 IS HORRIBLE. 3 HOURS WASTED. STILL NO BALANCE TRANSFER. XXXX WOULD NOT LISTEN TO THE PROBLEM. I NEVER EVER WISH TO SPEAK TO HER AGAIN. I TOLD HER TO GET OFF MY PHONE THAT IF SHE KEPT SAYING THAT MY BALANCE TRANSFER WERE NOT APPROVED THAT I WOULD TAKE LEGAL ACTION. THERE WAS AN APPROVAL FOR THE CODE XXXX ON TWO ( 2 ) RECORDED LINES THAT ARE PERMITTED BY LAW. SHE, XXXX, HAS GOTTEN 5/3 IN A LOT OF TROUBLE BECAUSE SHE DID NOT LOOK PROPERLY AT THE RECORDS.
Company Response:
State: NC
Zip: 27610
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-31
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: The credit inquiries listed below are unauthorized and I have attempted multiple times to contact these companies directly to have them remove them and havent received a response. Fifth third bank on XXXXXXXX XXXX
Company Response:
State: OH
Zip: 43224
Submitted Via: Web
Date Sent: 2023-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Fifth third bank offer overdraft protection for 24hr to cover you overdraft without charge for 24hr that why I sign up, now been charge a lot of money for those charges, they even trnfer money from my other account to cover overdraft without my consent they stole from me around XXXX dollars now nobody can help me solve this situation they are scammers they offer something they get you money without hesitation
Company Response:
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was laid off from XXXX XXXX XXXX and was offered a grant from Rhode Island Housing Assistance fund for 24 months mortgage payment Assistance but it required my servicer to provide my mortgage records. Which were requested by Rhode Island Housing on well over a month ago and by me daily. I call every day and get nowhere. The day I was laid off I called and requested forbearance and it took me two months to get approved. Other servicers are very responsive, and Fifth Third Bank is not willing to help. I will likely lose my grant due to Fifth Third not responding to Rhode Island Housing for my mortgage records and lose my home.
Company Response:
State: RI
Zip: 02864
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: The company has kept multiple ACH transactions from my customers without my authorization. A previous complaint was filed in XXXX in which I was told ACH transactions should not be placed on hold. Dates and the amount of the transactions are as follows. XX/XX/XXXX {$140.00} XX/XX/XXXX {$710.00} XX/XX/XXXX {$1100.00}
Company Response:
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-30
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: I used a benefit on my debit card for XXXX XXXX or Satisfaction Guarantee. XXXX XXXX XXXX XXXX instructed me to send in the " salvage item '' in order to complete my claim. I sent them the salvage ( watch straps ) on XX/XX/2023. I also sent XXXX proof of delivery. Since then, XXXX has not acknowledged receipt of the watch straps and continuously sends me reminders to send it in. I have sent them proof of delivery to the address they specified numerous times. I also called their customer support and provided all requested documentation and was assured the issue would be escalated and resolved. That has not happened.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2023 someone called me from Fifth Third Bank Fraud Department 's official phone number and identified themselves as a Fifth Third Bank employee attempting to verify transactions made I'm a different state on my checking account. They listed charges and dollar amounts I did not recognize them so I stated they were fraudulent. They placed me on hold while they marked the charges as fraudulent. They stated they were resetting my online profile because it showed someone else logged into my online Fifth Third account in a different state. The call suddenly disconnected and seconds later a {$1000.00} charge hit my checking account. It was listed as a XXXX transfer to someone named XXXX XXXX along with the person 's phone number. The person that called me was a hacker that spoofed Fifth Third 's Fraud Department phone number and XXXX 'd themselves {$1000.00} after hacking into my Fifth Third online account. I immediately called Fifth Third Bank Fraud Department ( the same number the hacker spoofed ) and filed a dispute. On XX/XX/2023 I received a letter in the mail from Fifth Third Bank stating they denied my dispute for the {$1000.00} fraudulent charge. I literally gave Fifth Third Bank the XXXX information I found from the person who stole my money and the screenshot I took of the call log showing the fraudulent call cane from Fifth Third Bank and they still denied my claim. I need your assistance.
Company Response:
State: OH
Zip: 44001
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A