Date Received: 2023-01-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In 2022 I received a message from a number I did not recognize. The caller claimed to be from Fifth Third Bank and wanted to discuss my account. I looked through my banking records and determined that payments were being sent as scheduled. I was unable to locate any mortgage statements and could not access my account online using my saved password. I was unable to reset my password through the website. I became concerned that I had become a victim of fraud and I called the number I had on record for Fifth Third Bank to inquire about the call and to request assistance resetting the password. I was on hold for quite some time and never reached a live agent. I attempted to call them a second time on a different day and waited on hold for a long time and was never able to reach an agent. Within the month I received a letter from Fifth Third Bank returning my mortgage payment with an explanation that I did not understand. I called the bank 3 additional times to get further clarification on the reason the check was returned and to reset my online password. Despite multiple attempts to contact the bank to speak to an individual to get clarification I was never able to get through to anyone. Subsequently, I received a notification from my credit monitoring service that Fifth Third Bank had reported a late payment. I again attempted to contact the bank and was unable to speak to anyone and while on hold had my call disconnected. I then initiated a complaint through the better business bureau. The bank replied and apologized for the long hold times but has refused to amend the credit report. I have attached 2 communications I received from the bank that have contributed to my confusion as it appears that payments were not 30 days late. Long hold times have made it impossible to reach a mortgage servicing agent. The reason for the discrepancy on my mortgage payments were not clear and despite multiple attempts to speak to an agent for help I was unable to get through to anyone.
Company Response:
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The bank that I file this complaint about is Fifth Third Bank. They keep sending bills stating that the mortgage payments are being made late, but that's false. The mortgage - account XXXX- has been paid timely. The Mortgage Loan Statements that the bank sent the last 3 months keep showing charges of late fees. I've called the bank, and initially they kept saying that they will look into it, because I provided information of timely payments. When I called again today, because I received another statement, the voice recording stated that there isn't any customer service by phone, and that I shall text them instead. Their own Mortgage Loan Statements states the following on the back : " Give Us a Call : Customer Service Professionals are here for you Monday through Friday, XXXX XXXX. to XXXX XXXX ET .... '' I have reason to believe that : XXXX. Fifth Third Bank has no interest to look into this issue, and wants to keep unfairly and fraudolently charge late fees for prompt payments ; and XXXX. When a customer insists in clarifying the issue to put a stop to the fraud, the bank blacklists that customer to stop any communications with them, and doesn't even allow them to access the basis modes of communications ( by phone ) with the bank. At last, another fraudulent practice of this bank is that, they cash payment, but they don't count as a payment if the payment is not exactly what the bill is. That's not a fair ; if a costumer makes a payment for a debt, the payment is credited toward the payment of that debt. No bank should keep a customer 's money earmarked as a debt payment, and not count it as a debt payment. Again, the mortgage loan account XXXX is being paid correctly every month, and the bank should stop their fraudulent practice of charging late fees for prompt payment, of not applying payments cashed as payments to the loan mortgage, and of creating undue hardship for the customer to reach out to the bank.
Company Response:
State: CA
Zip: 91011
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check into my checking account from my XXXX plan which I have done on a few other occasions. It was advised I could pay a {$45.00} fee to deposit it same day, otherwise it would be available the next day for free. I selected the free option so that my funds would be available on the next morning. When the next morning arrived, my account was overdrawn in the amount of {$290.00} roughly and my funds were not available. I called the bank and they told me my check was placed on a 10 day hold and my funds would not be available until XX/XX/XXXX. I was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXe relied on those funds to pay for expenses. The rep and XXXX told me there was nothing they could do but if any of my charges left me overdrawn any further they would not charge me a fee. I asked for my check back to deposit into another bank they said it was not possible and they could not make any funds available to me until XX/XX/XXXX. I asked what my over draft limit was because if I remove funds from my other accounts for my bills I would be in even more trouble in which the XXXX told me she did not know what limits I could Overdraft to. I tried to use my card for gas and food which my card was declined, they also declined a bill payment. I do have not had overdraft charges to my account and my funds are being held and I can not pay my bills. This trip was XXXX XXXX because of this bank and now I still have no funds to pay my bills that are due this week. I will be changing my direct deposit over as soon as this is done and will be terminating my relationship with this bank. I was forced to borrow money to get my account out of a negative balance and now I am still unable to get my check or my funds from this bank.
Company Response:
State: IL
Zip: 60423
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: 5th/3rd bank approved me for a auto loan from me buying out my lease with the original auto company. XXXX XXXX ( XXXX ) told me that 5th/3rd Bank would mail me the documents to make the payment set up. Approved for the loan on XXXX of XX/XX/XXXX but 5th/3rd Bank failed to send any loan documents for payments until I called on the XXXX of XX/XX/XXXX. Had to call 5th/3rd customer service rep to have them send the loan/account set up documents out. I was told by the customer service rep that they hadnt planned to send the documents until I reached out. I will be late for my auto payment on the XXXX of XX/XX/XXXX if I dont receive the documents on time. As of the XXXX I had yet to receive any communication from 5th/3rd. I have yet to receive an account/loan number for my new loan document.
Company Response:
State: MI
Zip: 48187
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-16
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I made a purchase for {$3700.00} on XX/XX/XXXX. I expected to receive the goods purchased on XX/XX/XXXX. I did not receive the goods I purchased. I contacted the seller XX/XX/XXXX, XX/XX/XXXX, and XXXX with no response. I disputed the charge with XXXX on or before XX/XX/XXXX, approximately one month after I was to receive the merchandise. Fifth Third indicates I did not dispute the charge in time and owe the full amount. The credit card agreement is not clear to me regarding what timeline applies to this situation. I disputed the charge within approximately 30 days of not receiving the merchandise. Fifth Third did not communicate what actions, if any, they undertook to contact and/or try to recover amounts paid to the seller. This is the second time this year XXXX XXXX XXXX has adjudicated one of my disputes concluding I owe the amounts. I suspect XXXX is acting in bad faith, failing to adequately review and remedy disputes, rather simply concluding the amount is due. The other disputed transaction involved receiving merchandise completely different than what I purchased on or about XX/XX/XXXX. I provided clear evidence I did not receive the product I purchased. Not the same shape. Not the same manufacturer. The only similarly was color. This was abundantly clear from the evidence provided to XXXX. Astonishingly, I received a letter from XXXX concluding the purchase was valid and I owed the {$4000.00}. It was back on my credit card statement XX/XX/XXXX. I looked at the evidence upon which XXXX made their determination and pointed out that the seller clearly altered the invoice as it contained an XXXX date. XXXX replied we have not received any information that indicates that our determination was in error or that we should re-open our investigation. You would think pointing out that the seller fraudulently altered documentation, by providing my copy of the invoice which is clearly different, XXXX would have reached a different conclusion. But their goal isnt to carry out the inquiry in good faith, rather just get the customer to pay and move on. These two charges combined represent a significant sum for the average consumer. Nearly XXXX XXXX. XXXX dispute team is not investigating these disputes in good faith and adjudicating them honestly. I would greatly appreciate the CFPB oversight to hold XXXX accountable to conducting their credit card business in good faith.
Company Response:
State: OH
Zip: 44145
Submitted Via: Web
Date Sent: 2023-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting act XXXX Account # XXXX, has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions.
Company Response:
State: GA
Zip: 30306
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: My money was held and I was block from my entire account completely, having no access to make any transactions including my re-accruing bill pay etc. I was also blocked from seeing my account on line. I was left unable to handle ANy of my financial business. While I was told I was not being accused of fraud, I was sent to the fraud department. I supplied the documentation nesessary and no review was done. I also went to the local branch and supplied visual documentation of proper funds etc. if the funds were made available then my account would not be deficient and I was also told a review would be done the XXXX. Also, my account was blocked from any transaction wether or not other funds were available ( and they were ). I was incumbents mainly transaction fees due to this. The bank involved is XXXX.
Company Response:
State: MI
Zip: 49201
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Called bank fifth third XX/XX/2023. I was told I will receive an temporary release of my transaction make on XX/XX/XXXX XXXX of XXXX and XXXX in XXXX business days. Which is today on Friday XXXX XXXX. But my temporary release didnt happen. I was lied to by bank workers who knew the policy. I called because the funds was not made available to my account. Like I was told on record lines. They said the transaction was to old, but I given misleading information by this bank fifth third I was given XXXX case number XXXX for the disputed and another for my temporary release. I feel this is misleading
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Following is the email I sent the XXXX of Fifth Third Bank. No response from the bank. XXXX XXXX I know you are busy. Having led a business for many XXXX before retirement, I don't often write XXXXXXXX XXXX. I deposited XXXX XXXXXXXX with your branch in XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). The check cleared my bank in XXXX XXXX XXXX XXXX. I needed access to those funds while in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ). Banker told me there would be no issue getting access to funds via a cashier check anytime I needed .... " just come to the bank ''. I returned to the bank on XXXX XXXX and was told my account was " on hold '' until XXXX XXXX and to take a screenshot and send proof the check I deposited had cleared. And " holding '' accounts for this amount of time was common practice. I sent the screenshot. Your banker didn't reply because he left early for the XXXX The next XXXX there was no response so I called the XXXX XXXX and was told the banker would call me back in XXXXXXXX XXXX No call back. I did receive an email from the banker indicating funds were still on hold. XXXX XXXX I spoke to XXXX of your phone reps and was told my funds were still on hold until XXXX XXXX for " confidential '' reasons ... .. what? I'm a retired XXXX XXXX. XXXX and a successful business owner as well .... Why would my funds be on hold for a check that cleared my bank XXXX XXXX XXXX? Why wasn't I told about this process when I opened the account instead of being promised immediate access via a cashier 's check? This experience has been horrendous across-the-board. If this is how preferred clients are treated I hate to XXXX how your bank associates deal with " non-preferred '' accounts. Thanks.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-11
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On the beginning days of XXXX, someone called me and said they were from my bank account to notify me that I was getting scammed in Texas. I gave them information that Ive learnt later was very wrong to give. Informations like my birthday, address, full name, possibly the last XXXX of my SS. He told me someone was using my debit card information and XXXX put a stop on my account which Ive realized later why I couldnt access my account for a week. I was able to retrieve my account login just to find out I have {$8.00} left out of about {$900.00} I had before XX/XX/2023. Transactions that wasnt authorized by me was all located in XXXXXXXX XXXX. ( Ill be attaching the copies ).
Company Response:
State: WI
Zip: 53215
Submitted Via: Web
Date Sent: 2023-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A