Date Received: 2022-12-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: ( XXXX ) I asked to Fifth Third bank for XXXX XXXX due to loss of income. ( XXXX ) After 1 year I asked for 6 month extension to the forbearance. ( XXXX ) In XXXX, XXXX XXXX sent me a loan modification offer with two options : balloon payment of the skipped amount or 40 year mortgage. ( XXXX ) I opted for the 40 year mortgage. ( 5 ) 5/3 asked me me to make XXXX trial payments for the 40 year mortgage starting from XXXX, XXXX and promised to send me loan modification documents to be signed and notarized. ( XXXX ) I made the three trial payments but the loan modification didn't arrive me. ( XXXX ) In XXXX, XXXX, I called 5/3 told them the loan modification documents didn't arrive me. I asked the agent if I can print the loan modification documents from their online portal. The representative said, the XXXX version is the complete and I need to wait. ( XXXX ) In XXXX and XX/XX/XXXX, we had several calls wiXXXX XXXX XXXX they said I failed to return a signed loan modification in the given time and they said my loan modification application is closed. I asked 5/3 for the XXXX tracking number they used to send me the document and XXXX website shows the label was created but the mail was NOT delivered. I explained this on the many calls but 5/3 couldn't take any actions. ( XXXX ) I insisted they send me the original loan modification again since they didn't mail it to begin with. Instead they mailed me a new loan modification with unfavorable terms and more than 200 more payments per month. I called and asked how I could be asked to pay XXXX extra dollars a month for nearly 40 year because a document they missed to send me. 5/3 agents couldn't help me saying 'I have to sign the new modification '. ( XXXX ) In XXXX, XXXX I contacted XXXX XXXX and explained the above issues with my loan and 5/3. They promised to investigate and contact 5/3. ( XXXX ) After XXXX was involved, 5/3 'realized " their mistake, called me with apologies and promised to send me the original loan modification. In XXXX, XXXX they sent the missed loan modification from XX/XX/XXXX. They also told me to make the a payment for the months of XXXX, XXXX and XX/XX/XXXX based on on the amount in the original loan modification os {$1700.00}. They also told me to keep paying this amount until the loan modification is finalized and applied to my account. ( XXXX ) On XX/XX/XXXX me and my wife went to the local 5/3 branch for notary. We signed the loan modification and the branch employee notarized it. She also faxed the documents to the number listed. I paid {$5200.00} to bring the account current. I immediately mailed the original notarized documents to 5/3 using the mailing label they provided. ( XXXX ) I tracked the package and after XXXX delivery status was updated, I called 5/3 to check if they have received the document. They acknowledged that the have received both the fax and the XXXX mail. ( XXXX ) I paid the {$1700.00} in XX/XX/XXXX and XXXX, XXXX. In mid XX/XX/XXXX, when I logged on to make automatic payment, my account is still showing the pre-modifcation amount and my loan payment so far is not reflected on the mortgage balance. ( XXXX ) On XX/XX/XXXX, I called 5/3 and asked why my mortgage is not updating. The rep said " the loan modification is not completed ''. I asked if there is anything they want from me. She said " Everything still stands and no action needed from you. The statement and amount due will update after the the loan modification is completed. '' ( XXXX ) In late XXXX, XXXX XXXX sent me an other loan modification with even higher amount. By now it is very confusing since they seemed to resolved the issue. ( XXXX ) In XXXX, XXXX I called them and asked for a Supervisor. A supervisor named XXXX spoke to me. I explained the what is gong on and he said he has to " research '' and get back to me. He called me after 5 days and said he is working on this with other departments. I explicitly asked him if my home in danger of foreclosure due tot the back and forth. I told him I will sign the papers even with bad terms. He said " I will take care of this. This is nothing to worry about. ". He has never called me since then and even I have called multiple times to get to him, no one was able to connect him on the line. ( XXXX ) I have called 5/3 one or twice every week since XXXX, XXXX. Every rep says " they is {$40000.00} due on you loan. Can you make the payment today? '' I tell them I am making monthly payment based on the XX/XX/XXXX signed loan modification. But they don't seem to see that modification and keep on telling me I behind in my payment. I ask them to speak to a manager to help but the manager lines either don't connect or the 3 times I was able to speak to a manageXXXX they all promised to research this " complex '' loan and call me back. They have never called me back. ( XXXX ) On XX/XX/XXXX I contacted XXXX and explained my situations again. They promised to investigate and get back in 15 days. ( XXXX ) On XX/XX/XXXX I called 5/3 to check my loan staus. In a SHOCK OF MY LIFE, the rep told me my HOME is going to be FORECLOSED and there is a XX/XX/XXXX sale date on it. With great pain, I just asked if an other supervisor can call me. The rep agreed and also promised to send me an other document to help me stop the foreclosure. ( XXXX ) On XX/XX/XXXX a supervisor named XXXX XXXXalled and basically told me I am at fault for everything. I calmly told her I have singed 40 year loan XXXX XXXX at hand and offered to email her a copy. She refused saying the case is now handled by a different department. She still couldn't figure out what happened pend to all the money I paid every month since XXXX, XXXX. She promised to call me Monday XX/XX/XXXX. She told me to call back if she isn't reaching out. ( XXXX ) I am currently sleepless in the cold winter having my family 's dream shattered in front of my eyes. I have not received any document or even verbal communication indicating my home is at risk of foreclosure until 2 days ago. I have been through unnecessary personal burden as a result of XXXX 's mishandling of my mortgages.
Company Response:
State: MI
Zip: 488XX
Submitted Via: Web
Date Sent: 2022-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I had {$800.00} stolen out of my checking account via ATM withdraws on XX/XX/2022 and another {$800.00} again ATM withdrawals on XX/XX/2022 via ATM withdraws that I didn't authorize. Fifth Third did reimburse me for the XXXX one but denied the second one in XXXX as I was informed that a pin number was entered. I had re-set my pin and whomever was scamming me was able to enter it. I asked if they could look at the ATM security camera to determine who made the withdrawals and I was told that the camera wasn't available. I then asked about the previous {$800.00} ( as if it's someone I know I wanted to file a police report ) but I was told that the security camera for that incident wasn't available either. I find that odd that two ATM transactions at 2 separate sites wouldn't have security cameras working. I even visited my Fifth Third Bank and asked if they could check the camera 's on site and was told no one at that site had access that only the corporate office would be able to view them. Then on XX/XX/2022 was scammed {$290.00} ( my entire checking account balance ) via a XXXX transfer that I didn't authorize as I have never even had a XXXX account or app. I was denied a refund for that transaction as well as they said I was texted a number to verify. I actually was able to confirm a text was sent that day to my cell but I didn't see it. So upon researching these issues I think my phone was cloned but I don't know how to verify that. I read that text messages can actually be hijacked. I did close that checking account after the XXXX incident as someone obviously had access to it and I haven't had any issues with my new account as of today. I did have credit card fraud as well, a substantial amount on various cards but I was reimbursed for all of these thankfully. I also found out that my information was found on the XXXX XXXX. So a few months ago I locked my information on all three credit bureaus and still have them locked today.
Company Response:
State: OH
Zip: 45247
Submitted Via: Web
Date Sent: 2022-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I applied for a HELOC back in XX/XX/2022 at Fifth Third Bank in XXXX. After doing research I decided to go with them because ~ Offered an introductory rate of 2.9 % for the first 6 months ~ No closing costs ~ Drive by Appraisal ( That was important since I have tenants living at that house and would be inconvenient for them ) ~The application process will take about 3 to 4 weeks ~ I travel for work and it may be difficult to travel back to Ohio for closing. The personal banker told me that she could work everything out electronically so that I dont have to show up in person. I thought I had a great chance of getting a HELOC because : -The house is fully paid off- no mortgage attached and the market value was over XXXX XXXXXXXX XXXXMy credit score is above XXXX -I have great income I applied for the HELOC with the personal banker and shortly received an email from the loan officer on XX/XX/XXXX asking for a information and documents. I submitted her the documents that she requested. At first she was responsive but later I emailed her to confirm that she has received the last couple documents that I sent but she didnt respond. After XX/XX/XXXX, she stopped responding to my emails and disappeared. I asked the personal banker what happened but she was also unsure. Instead of the bank replacing the loan officer with another one, the personal banker took over my application. My application went to underwriting and after awhile they came back saying that they have to do an actual house appraisal. I was initially told that it was only a drive by. I didnt want to disturb my tenants but since a couple months went by and submitted all my documentation they requested, I decided to comply. I arranged for the appraiser to communicate with my property manager to set up a date and time. The appraisal was completed mid XXXX. After the appraisal, I get notification that the underwriting team decided to offer less money. From XXXX to around XXXX. I called the appraisal for a report but she said she can not give me that information to contact my banker. I sent an email to my personal banker but she never addressed it. At this point I just wanted to close on the HELOC. After nearly 3 months. My application finally got approved late XXXX. The personal banker told me to open up a checking account so they can send the funds to that account. I opened a checking account on XX/XX/2022, and emailed the personal banker with the routing and account number. She called and wanted to schedule a date for closing. During that conversation she told me that I have to come in person after she said in the beginning that she can do everything electronically. I was upset because I wasnt planning on traveling last minute and she gave me false information. I already have such a busy work schedule. She said I had til the XX/XX/XXXX to close on the loan. I planned on being in town the following week for XXXX so I asked her due to the situation if she can ask her boss for special permission to push it out one more week. The banker said that she will see what she can do and get back to me. I waited and the personal banker never got back to me. I sent an email on XX/XX/XXXX following up and still no response. I decided to call a couple days later and finally spoke to her on XX/XX/XXXX. She told me that my application closed on XX/XX/XXXX since I failed to schedule closing. I told her that I was waiting to hear back regarding pushing the dates out and was told that I had til XX/XX/XXXX. She admitted to giving incorrect information and not having much experience with HELOCs. She thought that I had 120 days after the start of the application but it was 30 days after approval. I was angry because I didnt receive any communication about my loan closing. I spoke to the bank manager and she also said that she had no idea that you have only 30 days to close. They told me that I can do a new application but I refused. After 4 months of being patient and complying with their requests I was not going to start all over again. Plus I wouldnt get the low introductory promotional rate back in XXXX. I asked the manager to escalate the situation to see if the bank is willing to work it out with me. The following week she emailed me saying that there is nothing that they could do and that I have to start a new application. In Conclusion, I was being discriminated. The bank made the process more difficult and longer than it had to be so they won't give the HELOC to me. They never replaced the original loan officer, they told me that an appraisal wasn't necessary, they changed the requested amount to a significant lower amount, and being told that everything could be closed electronically. Also finally they decided to close my application without any notification or notice. The banker failed to communicate with me after I reached out to her making time pass by for the loan to close. They deliberately didn't get back to me on a timely matter because they didn't want me to close on the HELOC. The bank wasn't willing to help me by sending someone local to close on the documents ( have done that refinancing with other financial institutions ). Doesn't make sense how a qualified candidate with a fully paid off house in a popular surburban neighborhood could be treated this way. Because I didn't get the funds from the HELOC it has caused a great inconvenience financially because I started home improvement after getting approved. *I can send all the emails that was sent*
Company Response:
State: OH
Zip: 43231
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-04
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, As violated my rights. 15 USC 1681 section 602 States I have the right to privacy. 15 USC 1681 Section 604 A section 2 : it also States a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat A payment on a credit card account under an open end consumer credit plan as late for purpose.
Company Response:
State: FL
Zip: 32114
Submitted Via: Web
Date Sent: 2022-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: First of all, I would like to say thank you to the CFPB. They have helped me twice over the past few years with XXXXXXXX XXXX and XXXX. This complaint is about Fifth Third bank. I will try to make this as brief and to the point as I can. First complaint is on XX/XX/22 I went out of my way to get a cashiers check from my XXXX XXXX XXXX to deposit into my new 5/3 account for XXXX. Mind you my account is and was in good standing and there was no reason for any extended hold to be placed on a cashiers check. I was told by the rep at the branch on XXXX XXXX. in XXXX NC there would be no hold placed on the check since my account is in good standing, it's a cashiers check, and I have enough in the acct already to cover the check. The next day I find there was an extended hold placed on the check and no one can tell me why it happened or when the funds would be available. We give our hard earned savings to banks because we look to trust them and that our money will be safe. When depositing money and hearing that I can not get the check back nor do they have any idea why the hold was placed nor know when it will be released it makes you not trust the bank anymore and that is why I am here writing this. My second complaint is that on XX/XX/22 when logging in online to see if the check cleared like it was supposed to, it did not allow me to log in and said to call the main customer service number. Doing so multiple times I was never able to get through to anyone. I also just brought my elderly mother in to open a new savings and checking last week and feel like a fool now for doing so.
Company Response:
State: NC
Zip: 27616
Submitted Via: Web
Date Sent: 2022-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Fifth Third bank is servicing my loan. Like all banks operating in todays market place, banks allow users or customers to pay their loan online through online bank. We can all agree, online banking is a standard in todays market place. Every bank EXCEPT Fifth Third bank makes it easy for customers to select or initiate automatic payments online through user profile or settings. Fifth Third has processes in place which make it extremely difficult for customers to sign up for automatic payments. They do this on purpose so customers do not sign up for automatic payments, are exposed to expensive fees, and then Fifth Third charges customers expensive late fees when they miss their payment or accidentally miss their payment. Fifth Third requires customers to print off a form, sign it, fax it or mail it. They do not allow an easy process such as online enrollment for automatic payments like every other bank. They also require sensitive information on the document such as account number, billing bank account number and routing number on their form. This leaves customers open and susceptible to fraud as the document that is faxed sits in a receiving fax machine for anyone to look at or simply gets lost in the mail if mailed. Fifth Third knows the game they are playing, they figure if they make it challenging for customers to sign up for automatic payments, let alone maybe some customers don't have a printer or mean to mail or fax and then exposes customers to expensive unnecessary bank fees. If Fifth Third gave their customers an online selection to initiate automatic payments then they would miss out on charging customers unnecessary late fees. Fifth Third is taking advantage of people, please do something.
Company Response:
State: FL
Zip: 34221
Submitted Via: Web
Date Sent: 2022-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Subject : Financial Impact and mental stress due to Mortgage Closing process of Fifth Third bank This is regarding closing my new house with Fifth Third Bank on XX/XX/2022. Loan number has not been generated yet. File # XXXX Summary of Events with Dates. Email Evidence for proof attached XX/XX/2022 : Extended rate lock with Fifth Third for 6 months with expected home delivery of XX/XX/2022 Paid 0.5 % of loan as extended rate lock fee + XXXX application fee XX/XX/2022 : Builder informed house wont be ready till XX/XX/2022 1st week. Informed Fifth Third XX/XX/2022 : The builder provided a closing Date of XX/XX/2022 with a Home Orientation date of XX/XX/XXXX and a Home delivery date of XX/XX/XXXX. Informed Fifth Third Bank. Fifth Third bank rep notified 0.125 % extension points will be charged for every week of extension beyond XX/XX/XXXX. Based on XX/XX/XXXX closing date, that would be 0.125 % * 3 for3 weeks of extension to cover till XX/XX/XXXX. XX/XX/2022 : Continuous feedback was done by me to Fifth Third on various milestones done in XXXX Home inspection completed on XX/XX/XXXX with minor issues Home Orientation completion on XX/XX/XXXX was updated. Final Closing Disclosures were not provided till the morning of XX/XX/XXXX. At this point, Fifth Third mentioned that XX/XX/XXXX date can not be met since the appraisal came in late. It was Fifth Thirds responsibility to understand the timelines of Third Party appraisers they work with and order appraisals on time to meet the closing date. The closing date was moved deliberately to XX/XX/XXXX and one extra week of extension fees was again charged by Bank for incompetence by Bank to meet dates that were given more than a month in advance. They still did not meet that date and moved to XX/XX/XXXX morning and then XX/XX/XXXX afternoon. This resulted in XXXX + dollars in extension fees and builders charge of an additional XXXX for 7 days of delay in closing ( XXXX $ per day ) Closing to XXXX $ extra for closing to customer without a single fault of Customer in addition to causing mental stress of gathering extra money to close at last moment that was set aside for purchasing stuff for new house
Company Response:
State: NC
Zip: 27502
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I filed a complaint with the CFPB on XX/XX/2022, in regards of my account being closed for " high risk '' purposes. On XX/XX/2022, Fifth Third Bank responded to my CFPB complaint stating that " Fifth Third has determined that the activity in your account did not fall within our underlying acceptance of risk ; therefore, the decision was made to close the account. '' As detailed in my original CFPB complaint dated for XX/XX/2022, I requested for Fifth Third Bank to provide me detailed reasoning on why my account was closed, Fifth Third Bank has failed to provide me the detailed explanation on why my account was closed. Fifth Third Bank states that the activity in my account did not fall within their underlying acceptance of risk, so my question and concern still stand- WHAT ACTIVITY IN MY ACCOUNT FELL WITHIN THE UNDERLYING ACCEPTANCE OF RISK? Please be detailed of the specific transactions, dates and amounts regarding the activity that has been referenced to regarding the closure of my account. My original complaint concern has not been addressed nor answered- CFPB please help assist in resolving this issue soon. Thank you.
Company Response:
State: OH
Zip: 44122
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Fifth Third Bank, is unfairly charging me late fees on mortgage payments that were received within the grace period. The grace period that is clearly stated on the attached statement, allows for payments to be counted on time if Received by the XXXX of each month. When I call Fifth Third Bank to report this error. I was told that payments are assessed on processing date, not on date of receipt! I was also told that there was no procedure for submitting proof of payment within their company. Please review the attached mortgage statement, payment history and proof of payments from my banks bill pay history. Please note that all my mortgage payments are one day electronic payments. There is no way my payments could be late!
Company Response:
State: WI
Zip: 53217
Submitted Via: Web
Date Sent: 2022-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: Someone stole cXXXX XXXX XXXX check an the deposited it at 5/3rd bank someone forged my signature
Company Response:
State: IL
Zip: 624XX
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A