Date Received: 2023-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, my name is XXXX XXXX. So 12 months ago I was notified that my bank failed to pay my homeowners insurance company XXXX XXXX insurance and that my policy had been cancelled I then had to get a hold of XXXX XXXX get a new policy for {$1200.00} which was {$500.00} more per year than my old Policy and frankly at the time I accepted that as a mistake by the bank & accepted it as an accident although very unfair. Fast forward 11 months later to XX/XX/2023 and I called my homeowners after water damage to my home to make a claim however my homeowners insurance company XXXX XXXX informed me that I had not had homeowners insurance in 11 months to which I replied that is impossible, the bank made me submit verification of the new policy 11 months ago so how is that possible? They say the bank sent the money too late. Yet no 1 informed me at all? How come my mortgage statements show that the money was paid to XXXX XXXX? & no one from 5/3 mentioned anything to me & i had spoken with them several times this past year about other issues. However it seems 5/3 is trained to never admit their faults. So naturally no one could explain to me where my {$1200.00} went from 11 months ago or why I have not had a policy for 11 ) months I was distraught last year when I didn't have it for three days because of 5/3 but i fixed their mistake as fast as humanly possible, but at this point its no longer a mistake, it's clearly negligence. They only deflect blame when the fault is clearly theirs. Now after more than two weeks, no 1 is assisting me, or calling me back, but no 1 is telling me where my money is or where it went when this escrow account is their obligation, infact I just got a notice stating that on XX/XX/XXXX my mortgage payment is going up from {$890.00} up to {$1000.00} a month due to my taxes and insurance going up they said however upon several calls and conflicting answers I finally got the truth from 5th third bank that they failed to pay my property taxes last year ( although this clearly differs from escrow statements they have sent me saying they paid insurance & taxes on specific dates! ) so now 2 payment must be made and that's why my payment went up so they can not say that they aren't at fault here after XXXX failed payments in less than 14 months. & when property taxes arent paid it increases what is owed. Will they pay that? The 5/3rd representatives ive spoken with havent offered anything financially to remedy this, or any help resolving it. XXXX seems has provided documentation that shows 5/3rd did not do their job. This is all a result of 5/3 failing to pay repeatedly, Which when you consider that they originally failed to pay 12 months ago costing me {$500.00} more a year, then failed to pay on time for new {$1200.00} policy, they failed to pay ontime, they failed to pay my property tax & im sure there are fees associated with paying it a year late, And on top of all of that, all I know is that I have atleast 10s of thousands in damage maybe more & no one is interested in fixing the home Where my five children reside, even though 5/3 has been proven time & again that they are negligently operating my escrow account & they are not taking responsibility for their actions or lack of actions even after I have called dozens of times & reasonably pointed out the issues & negative effects their negligence has had on my home, my family, My life & our future. I am the sole provider here And I work Monday through Friday XXXX XXXX to XXXX XXXX I've made all my payments I've done everything I was supposed to do & ive called 5/3rd dozens of times but I'm still left with no answers about my {$1200.00} or my damages all while forced to pay a higher mortgage payment that we can not afford & all due to this companies repeated mistakes. I have called & called looking for answers from attorneys & others but i am yet to find anything relevent. Any help would be greatly appreciated. XXXX XXXX
Company Response:
State: MI
Zip: 49120
Submitted Via: Web
Date Sent: 2023-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023 I deposited an {$8000.00} check into my checking account at a 5/3 Bank branch. The check was from XXXX XXXX and was for a loan against my retirement account. The check cleared the next day. I already had about {$3000.00} in my checking account when I deposited the check. On XX/XX/2023, 5/3 Bank put a permanent hold on my checking account and locked me out of my online banking. I tried to call them and when I put in my information, they put me on hold for 30 minutes No one would pick up. So, I went to a branch. I was told that there were questions about the {$8000.00} check. I didn't understand since this was a check from a large company. I spoke with a personal banker there and provided him the loan disclosure statement, loan confirmation paperwork and my most recent quarterly statement. I called XXXX and they said they should just call them and they will confirm the check. He forwarded this to the 5/3 fraud department. They have still not rectified the issue. They won't call XXXX. They won't bother to do anything. They have returned payments I have made for utilities and other bills. I don't know what to do. They have stolen my money.
Company Response:
State: FL
Zip: 34787
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/XXXX I called fifth third to see if I could get any overdraft fees reversed because I had been told in XXXX when I called, I would be eligible after XX/XX/XXXX. Also to note I called in XXXXXXXX XXXX XXXXXXXX and was told I was eligible in XX/XX/XXXX which is why I called in XXXX. In XXXX, I was told I had to wait a whole calendar year before I could request one and the first one I received was in XXXXXXXX XXXX XXXXXXXX. ( Same thing I was told in XX/XX/XXXX but that the first one was in XXXXXXXX XXXX XXXXXXXX ). The rep i talked to on XX/XX/XXXX told me I was not eligible till XX/XX/XXXX and not sure why I was told differently. I asked to speak to a supervisor because all the calls are recorded and I wanted to know why I had been told wrong info several times. I was transferred to a specialist and not a super ( XXXX She would not give me full name ) she was very rude and kept repeating herself and told me they would not review the calls because they only do when its an error on the bank. I told her this was, they gave me wrong info. These people should be at the least coached! I again stated I wanted to talk to a supervisor, she immediately transferred the call and cut me off. I then talked with a supposedly supervisor named XXXX ( would not release his last name ) he explained my first reversal was in XX/XX/XXXX which is why I had to wait till after that date to ask for any fees back. I had fees accrue in XXXX and XXXX but since I didnt ask for any of them to be reversed till my XXXX fees, they use that at the start date for the reversals. While I understand now I am completely appalled by how I was treated and how so many agents could tell me wrong things. This is deceptive and deceiving as well as does nothing to help the consumer who has banked with them for several years and paid several hundreds of dollars in fees.
Company Response:
State: OH
Zip: 45044
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Other transaction problem
Subissue:
Consumer Complaint: I wanted to make 2 transactions to move money to my Fifth Third Bank moving {$8000.00} from my XXXX XXXX XXXX and transferring {$5000.00} from my XXXX account both transactions were initiated on XXXX XX/XX/2023. Before this I had completed the 5/3 external bank transfer security deposits so I could initiate both transactions via the 5/3 website. A week goes by and the money isn't in the account and soon after they call me to tell that they couldn't verify the funds because they thought there was 'fraudulent ' activity despite me initiating the transfer via logging in and also completing the electronic small deposits. By the end of XXXX after I had called every weekday, they opened a case to investigate. They told me that a third party operator has the money and it would be returned by the XXXX XXXX to the accounts from which they came. On the XXXX XXXX {$8000.00} shows up in my XXXX XXXX XXXX, but nothing in my XXXX account. I check my fifth third account and the checking balance is negative- {$480000.00}, the balance should be {$0.00}- they said because the account has a hold on it - nobody told me I received no call to tell me that was happening or even a letter. I called XXXX XXXX after waiting anxiously for the 5 business days to see if the money would show up in the account. But 5/3 told me that I have to contact XXXX to claim my money back?!? They said that the third party operator who handles the money that is being transferred ( even though I initiated the transfer through 5/3 website ) might not be able to return the funds because of fraud. I asked how I would go about doing this, since XXXX would not know anything about this case, and the 5/3 representative told me they didn't know or the name of the company that was handling the funds. I am attempting to explain the situation to XXXX, but I am left in a situation of uncertainty with little to no help, in which I have to consistently chase answers from 5/3.
Company Response:
State: OH
Zip: 44212
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: When making my payment in XXXX, I think there was a misunderstanding about how it would be applied. I reached out to the chat and directly to customer service for guidance on a payment on XX/XX/10. I believed this payment would keep me current. There was also a payment in early XXXX that I believed was on time and keeping me on track. Im not sure if its possible to review those calls or the chat but I wanted to bring it to someones attention. It seems like theres a lot of confusion and I am doing the best I can to hold up my end as the consumer. Currently, I can not use the card at all. Though I have available credit, all charges have been declined whether in store or online. Representatives have been unable to explain why. I was told I was in collections and also told I had a fraud watch and then told within the same phone call that neither of those are accurate. Im frustrated as a consumer and we all make mistakes. I know credit reporting needs to be accurate and I agree. But I also think creditors need to be accurate with what the status of an account is.
Company Response:
State: MI
Zip: 48237
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage through 5/3 Bank. I also have auto pay though THERE bill pay set up through 5/3. My mortgage get auto paid every month on time. Now I am recieving phone calls that I am behind on payments. I have gone to the bank numerous times but no one can tell me what is going on and I can not get an answer. I have proof of my auto withdrawls for every month for the past 2 years. All the bank employees can tell me is for some reason all your money is being held in an escrow account but no one can answer us as to why. Now 5/3 has dinged my credit for 2 missed payments. I have been trying to resolve this through 5/3 for over 6 months and still nothing. Every statement I have attached shows 5/3 bill payment so very confused how it can be late if its auto paid through there own bill payer.
Company Response:
State: MI
Zip: 493XX
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2023 I called XXXX. I got the number from what was presented as XXXX XXXX as I was having sign up and technical issues. An XXXX XXXX represented himself as a tech advisor. He instructed me by using XXXX to make dummy transactions and no money would come out of my account. When I realized I was involved in a scam I hung up and immediately called my bank to cancel the transactions. I was told nothing could be done until the transactions posted. Not a very good system to thwart scammers. I was advised to contact disputes which I did. They put the money back pending investigation. Yesterday I discovered they had taken the money back out. I called for an explanation and was told since it was XXXX there was nothing they could do. They knew from the start it was a XXXX transaction. I only have XXXX now because it is a service provided by my bank. If XXXX XXXX involved the bank would be taking care of me! XXXX says its a done deal, nothing I can do or anything they will do. I am a senior citizen on a fixed income. I was taken advantage of and feel completely stupid, and am heartbroken over this.
Company Response:
State: KY
Zip: 411XX
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-21
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: My situation is that the fifth third bank is charging me {$690.00} and I have never had a bank account with fifth third bank. The only bank that I have always had has been XXXX XXXX XXXX.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-20
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: FIfth third bank filed a complaint to garnish my wages for an account Ive had no knowledge of and that I never opened, I was contacted by a mediate company randomly stating I owe a sum of {$1100.00}, I tried to explain that I never had a account with FiFth third bank and that I was a victim of identity theft years ago, the address they have on file for the account was a address I moved out of over 10 years ago and from what I was told the account was sent to collections in 2019, also I contacted the Fifth third bank customers service and they could not give me any information on when the account was opened, I never received ANY mail or letters pertaining to this false account.
Company Response:
State: IL
Zip: 60411
Submitted Via: Web
Date Sent: 2023-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-19
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XXXX XXXX stoped payments for weeks claimed benefits. As they usually do. Fifth third bank closed my checking account due to financial debt as resulting. XXXX XXXX released payment to said checking account after verifications and such. Fifth third bank wont tell me where my money went. Also say I owe them money. Year 2021 XXXX thru XXXX XXXX benefits. I verified identity with multiple entities often enough to cause identity issues due to verification of the persistant problem of getting any answers. I at my wits end and already filed taxs that year. Like an XXXX, I did not notice a couple grand i claimed that year in my federal return causeing greater issue.
Company Response:
State: MI
Zip: 48858
Submitted Via: Web
Date Sent: 2023-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A