Date Received: 2022-11-17
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I always paid my mortgage on time and never missed a single payment since I started loans with them, but they calling, texting and emailing me even on Sunday,
Company Response:
State: IL
Zip: 60123
Submitted Via: Web
Date Sent: 2022-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I opened a secure credit card with the annual fee of {$24.00} to work on my credit and was told to come in and check before the renewal fee to see if I could get a non secure card. After making monthly on time payments I was unable to qualify so I asked about the annual fee to be charge next month and the representative named XXXX in the XXXX Oh XXXX XXXX branch told me to return after it was applied because she couldn't waive it until it was applied. Today approximately 1 month later XX/XX/2022 I called Fifth Third to follow up about this as I was submitting this only to be hung up on. Furthermore when I went into the XXXX branch XXXX told me in a follow up call that XXXX had said she thought it was about a charge I made! To sum up beware of the promises your local branches make... I have XXXX accounts with Fifth Third and I'm more than disappointed in there practices/professionalism. BEWARE FIFTH THIRD
Company Response:
State: OH
Zip: 45251
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 5/3 bank sent a threatening letter saying that my hazard insurance had lapsed and that they were allowed to charge my account homeowner insurance during period lapse as per mortgage agreement. Letter states I need to show proof of insurance " immediately ", and it must be uploaded onto a certain website - not 5/3 rd webpage, not through 5/3 employ. Problem is- they NEVER checked with my insurance which is auto renewal so there will never be a lapse of coverage. When i called the number on the notice the lady said " don't worry you are fine, i see you up loaded info '' - I said problem is this is someones JOB - nobody ever checked- i should not be getting threatening letters. She said a manager would call me back - never happened. I called insurance company who confirmed- they would have shared info / or lender can " see '' by check some site that it is auto renewal. This is second year i have received this letter and done work for them uploaded proof of insurance. If they want patrons do upload proof of insurance each year- ask nicely, tell me at closing - Local branch also said they couldn't do anything about it as it doesn't come from them -- - Banks shouldn't be able to threaten patroons with large fees, and should do their due diliagence.
Company Response:
State: IN
Zip: 47201
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I originally filed a dispute back in XXXX of XXXX. When the dispute originally started it was denied the reason being that I was missing charges that the bank believes were fraudulent. So I went back through my statements and found any issues that would have cause an issue. Due to the amount of items it was XXXX case but Fifth Third CHOSE to split these into XXXX cases. So instead of having XXXX issue of fraudulent activity they split it into XXXX. Mind you the accept the disputed transactions and give me XXXX out of the XXXX cases. I go through my records and notice that there is still money missing. So I call back to figure out whats going on. They tell me ONCE AGAIN, that I need to go back and check. I said no thats the same excuse you all gave me when we first started the dispute thats not it. Next thing I know lady tells me hold on comes back tells me my money should be there in XXXX business days. It was. So now were at XXXX out of XXXX. But there is still XXXX left for the amount of {$2700.00}. After speaking with representatives on the phone whilst I am sitting at my local branch with the bank manager. I have it on speaker so that the bank manager can hear. All the while the rep is spewing non-sense the bank manager is shaking her head telling me that its XXXX XXXX. The rep told me that the reason for not receiving my last XXXX is because there was a transaction for {$220.00} that I had not disputed. Meanwhile she puts us on hold and me and the bank manager print out my statements and begin to go over them to see what I have missed. As me and the manager go over the transactions we pause and stop. The transaction in question that they were supposedly waiting on was already disputed. Me and the bank manager both noticed it and informed the rep. The rep then states that she is reinstated the claim which takes another XXXX XXXXays. Mind you this claim has been reinstated about 3 times for non-sense. With the same excuse of you need to add more charges. Mind you, they closed the account after giving me my money minus the XXXX. Theyre saying its high risk etc, which is odd considering ALL these charges have been disputed since XXXX, if I was high risk why not close the account back in XXXX? Because I had XXXX of thousands of dollars in the account. When this XXXX XXXX occured I immediately took it out. Now closing my account is fine once you give me my money back. I opened this account with a near XXXX check, ive not taken a loan and I dont owe this bank a single penny. Theyve given me every single penny except these last transactions and when I ask why where told its a transaction we are missing. Then we go over it with the BANK MANAGER and even she says no, this is some XXXX XXXX they need to give you your money. As the bank manager is my witness, If I dont receive my money and or response. Im continuing with legal action and XXXX will be charged for my attorney fees in full. As well as the XXXX months interest, and any loses Ive acquired due to the lack of my XXXX. Lets play ball attorneys are heavy hitters
Company Response:
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I did a transfer from my XXXX XXXXXXXX XXXX XXXX XXXX Account to my Fifth Third Account which is known by the My wisely card which is a payroll Card. I did a XXXX dollar transfer and the money was deducted from my XXXX account and not put into my Fifth Third account. When I tried to get my money back I was told to do a card upgrade which I got denied and they refused to give my money back.
Company Response:
State: HI
Zip: 96816
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage went from round point to fifth third bank. I received a letter about the the takeover. However, the company has not been able to give me access to my account online for over three weeks now. I have not been able to make a payment because I can not access my account. Fifth third bank continues to tell me that they can not verify me and that I would have to wait 30 days to verified again. I have never experienced not having access to my consumer account in a timely matter.
Company Response:
State: CA
Zip: 957XX
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 an ACH in the amount of {$48000.00} was sent from my account in Fifth Third bank to an individul account with XXXX XXXX. This ACH was sent in error, and recalled within 24 hours and on XX/XX/XXXX. I was advised by 5/3 that the ACH was not reversed in-time, and the funds were not available to be recalled. Myaccount was deducted {$48000.00}. I filed a police report. The police invetigation revealed through subpoena to XXXX bank that in fact the ACH was reversed and no funds were disbursed to XXXX customer. However, I never received the funds back into my account. When I ask Fifth Third they are telling me that XXXX is not responding. When I ask XXXX, they tell me that they can't tell me anything as I am not their customer. I have been out of {$48000.00} for almost a year, and neither bank is doing anything about it. Please help!
Company Response:
State: IL
Zip: 60035
Submitted Via: Web
Date Sent: 2022-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Account/Card for debit and ATM has been suspended due to potential fraud. The bank gives XXXX avenue for clearing the suspended status, by calling a specific number. This number is not working, and hangs up after about XXXX XXXX of hold time, consistently. Other efforts to talk with the bank results in getting directed to the number that is not working. I am effectively unable to access my money, and my account will stay suspended until a fix is implemented. The bank refuses to provide other options for remediation. This will impact my life, as I can not access my own money.
Company Response:
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-15
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On Wed XX/XX/XXXX, I received a text message of a {$310.00} charge at XXXX. Since I am the ONLY authorized user of the card, I knew the charge be fraudulent. At XXXX on XX/XX/XXXX a call was made to the service center at XXXX XXXX, but after 11 minutes on hold, the banks system disconnected the call without ever transferring me to an associate. I was unable to immediately call back since I was driving home from work at that time. At XXXX pm on XX/XX/XXXX a successful call was place to your center and a dispute was placed for the previous mentioned charge. During the call I was asked if I had the card in my possession and I indicated that I had the card in my possession and it was in the desk I was calling from at my home. I asked that the card be re-issued with a different card number since the card had obviously been compromised. Your associate then issued a new card # XXXX On XX/XX/XXXX I received a letter that my dispute had been denied since the card was protected with an EMV Chip. A call was place to your service center on XX/XX/XXXX and I explained to you associate that this was not possible since the card was in my desk the entire time and this was the only card that had been issue for that charge account. She indicated that it can go to a further dispute that would take 30 days. On XX/XX/XXXX, I received a letter indicating that my 2nd dispute was denied and to let the bank know if I would like the copies of the research used to make the decision. XXXX XX/XX/XXXX, I call your service center to request the documents used in the decision and was told that there were no documents. It was once again denied because the card issued was a EMV chip card. I again told the associate that this was not possible and asked if my only alternative was a legal dispute. She then transferred me to a manager who was equally unhelpful. He seemed convinced that someone in my household took the card and used it, the rushed home to put it back in the drawer that I keep the card in. He said that I should do the research, file a police report and resubmit the claim.. At this point I can only conclude I would get the same answer again. From start to finish this process took 43 days and NO reasonable research was made by the bank. Please be aware of the following based on my research XXXX. In recent history have only used the 5th 3rd card for fuel purchases 2. I have not shopped at the XXXX store that the fraudulent purchase was made at in over a year 3. I went to the XXXX store in question and received a copy of the receipt which has items on it that neither me or my family would have purchased 4. The XXXX employee, who was very helpful, said that the video surveillance is only kept for 30 days, so the delay in 5th 3rd doing any reasonable research on the the claim kept me from getting any video of the purchase. She also was surprised that the bank did not honor the dispute and she said this happens all the time 5. 3 people live in the household where the card is kept. I checked my XXXX alarm video and it revealed the following individuals entering the home around the time of the transaction. My wife entered at XXXX after getting the mail. At the time of the fraudulent purchase, she was recovering from torn knee ligaments and unable to drive, so it would not have been possible for her to make the purchase and return home in 2 minute since the XXXX in question is almost XXXX miles from our home. My son arrived home from work at XXXX. He worked until XXXX, which means he would have had to drive XXXX miles in rush hour traffic and get to the XXXX store in XXXX minutes to make the purchase, then drive another XXXX miles to get home. That would be a total of XXXX miles in rush hour traffic plus entering the store to make the purchase. I left my office at XXXX and would have had to drive XXXX miles in XXXX minutes to make the purchase. All 3 of these scenarios are IMPOSSIBLE. A letter sent to the corporate office at 5th 3rd bank was mailed on XX/XX/XXXX and has not been responded to. by 5th 3rd bank.
Company Response:
State: FL
Zip: 33624
Submitted Via: Web
Date Sent: 2022-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-12
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: XX/XX/XXXX I filed a complaint with CFPB and the Office of the comptroller stating the following : On XX/XX/XXXX I attempted to open a checking account that offered a {$300.00} bonus with a direct depo sit within 60 days. In XXXX of XXXX i received a letter for 5/3 bank that stated that they were u nable to open a new account until i personally visited a branch with documents to prove my ide ntity. I completed this request and was able to open an account on XX/XX/XXXX. On XX/XX/XXXX a qu alified direct deposit was received by the bank to complete the offer for the {$300.00} bonus as adver tised. The bank refuses to honor this advertised offer stating that the offer had expired because a direct deposit was not received within the first 60 days. This is a false statement because i was not able to open an account until XX/XX/XXXX. However their records only show me opening an acco unt in XXXX. This is false as they refused to open an account until I verified my Identity. Th e bank is refusing to honor the terms of the agreement and issue me the {$300.00} bonus credit dispit e the fact that i fully met all requirements for the offer On XX/XX/XXXX Fifth Third bank responded in writing stating : " Dear XXXX XXXX XXXX : We received a copy of the complaint you filed with the Consumer Financial Protection Bureau ( CFPB ) regarding your checking account. We appreciate the time you have taken to document your thoughts and concerns. On behalf of the Bank, please accept my sincere apologies for any frustration this matter may have caused you. It was certainly not our intention to cause you any hardship. We strive to provide an exceptional experience to our customers, and I am sorry we did not meet these expectations. When you opened your XXXX XXXX Checking account ending in XXXX, the Bank offered a promotional campaign for customers opening a new checking account. The new checking account had to be opened by XX/XX/XXXX, and meet certain activity criteria in order to receive the bonus payout. Specifically, the account had to have direct deposits totaling {$500.00} or more within sixty ( 60 ) calendar days of account opening to receive {$300.00} of the bonus. Please be assured that we have researched this issue fully and found that this account did not qualify for this promotion due to the direct deposit not being established within the sixty ( 60 ) calendar days of the account being opened. However, a subsequent review was conducted, and while your direct deposit was established outside the promotional timeframe, the Bank determined unforeseen delays with Social Security direct deposits was outside your control. In the interest of customer service your account was credited with the {$300.00} in promotional funds on XX/XX/XXXX. I hope this meets with your satisfaction. Thank you for your patience while we researched this matter for you. If I could be of further assistance to you, please contact me directly at XXXX, or toll free at XXXX, Monday through Friday, XXXX XXXX XXXX XXXX XXXX XXXX. '' However as a direct result from fifth third banks initial failure to honor this {$300.00} promotion as advertised caused additional damages of {$290.00} including 4 {$37.00} overdraft fees as well as 6 {$25.00} Extended overdraft fees totaling {$290.00} in fees I had to pay that I would of not had to pay if they had honored the original promotion at the time i met the requirements for the promotion.
Company Response:
State: MI
Zip: 495XX
Submitted Via: Web
Date Sent: 2022-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A