Date Received: 2022-11-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since the end of XXXX, I have tried multiple times to log in and pay my mortgage through 5/3rd 's online payment system, through which I have made multiple previous payments without incident. The number they give you to call to resolve the issues doesn't allow you to speak directly with the appropriate department. After multiple calls to 5/3rd bank , they informed me that they were updating their systems, and they were unable to verify my identity due to the lack of a phone number or email address on file. After finally getting in touch with a representative were informed that it would take 30 days to verify our phone number and allow us to log in ( making our mortgage late ) and then we would have to call back in 30 days to ensure that 5/3rd had processed it. We verified our identities over the phone ad added an email and phone number, only to try and log in again and have it not work. We called back and were informed that there was no email or phone number on file and that we'd have to wait 30 days again. Once We started speaking to the supervisor he gave us a bunch of lip service and advised that the first time we spoke with someone none of the information we verified or input was there and that the rep that transferred us to him had misinformed us that it was only 14 days. They rolled out this new security update without notifying their customers in advance.
Company Response:
State: SC
Zip: 29063
Submitted Via: Web
Date Sent: 2022-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-11
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I was issued a gift card in the form of a XXXX prepaid from a company for a rebate. Unfortunately, I misplaced the card but found it at a later date that was past the expiration date ( by only a couple months ). I called the number ( XXXX ) and they said they could reissue another card since I never used the funds but would charge me a replacement fee and a fee for each month past expiration ( {$15.00} total ). I asked to have those charges reversed so the rep said they would put in that request also. A new card arrived weeks later with a new number and expiration date. When i checked the balance, it was XXXX. Since receiving the new card, I've called the company 3 times to resolve. Each time I'm told that XXXX ) they will escalate to the " back office '', XXXX ) they will ensure I get the fees reversed, and XXXX ) I should hear from someone from the bank within XXXX hours. After I called each time, I never received a call back. This last time, I got the same message and was told there was no other way to escalate and no other number to call to get this resolved and they apologize for the inconvenience. Not only do I feel strongly that a company can not just take someone's money like this, this company said I could get the funds reissued but aren't resolving the issue. This has been going on for a couple of months now. The card is issued by fifth third bank but I keep getting a call center XXXX who wont let me speak to the bank. Please help!
Company Response:
State: CO
Zip: 80203
Submitted Via: Web
Date Sent: 2022-11-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: After following the instructions on how to pay off the loan in full ( provided to me through the banking app ) I paid the total amount left to be paid. After almost a month and not receiving my title in the mail, I looked back on the app and it showed that I had a late fee, I was very confused by this so I contacted the bank via chat. They said that my payment didnt count as a payment because I didnt paid it all the way off. ( Even though my balance was XXXX ) the person I was chatting with gave me several ways to pay it off including using the app, and since I dont live near one of the banks branches, I tried again Thru the app. With no luck I call customer services, They said that the only way to pay it off was by calling customer servicesso I asked them if I could go ahead and pay it off, they said they couldnt take payment over the phone! ( But like I said, I followed the instructions given to me and my balance was XXXX ) Getting even more confused, and honestly annoyed! I have never been late on a payment and now they are charging me interest on a XXXX balance and on top of that they are charging me late fees. At this point its a matter principle! Im so glad I took screen shots of the chat and of the fact the by balance was XXXX and the fact that I had already paid it offbecause now none of my payments or records will pull up online. I even took a screen shot of the instructions that I followed to pay off the loan. My goal now is to have them expedite my paperwork and over night my title to me, since I paid off my loan almost a month ago. And In a perfect world they should refund me the money they lied and said I still owed. This bank was 5th 3rd and I will never do business with them again.
Company Response:
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Fifth Third Mortgage Acct Number : XXXX for property sold at XXXX XXXX XXXX XXXX, XXXX, GA XXXX. I have contacted 53rd bank several times in an attempt to have my {$800.00} overpayment of escrow refunded to me, but the bank has refused. I sold my property in XX/XX/2022 and the amount in escrow for tax was to be refunded to me. It states this in my closing documents. The company tells me they issued ( and reissued ) the check, but I have not received it. This has been going on now for 3 months. Each call to their office takes hours to complete because their hold queue/customer service is not properly staffed. The escrow overpayment amount was on the website in my account history, but the company has revoked my access to my account history since the mortgage has been paid off. I no longer have access to my statements or anything. I want a copy of my escrow statement which they have not provided and I want a refund of the escrow overpayment.
Company Response:
State: GA
Zip: 30311
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Bank : Fifth Third Bank Type of Account : Conventional Mortgage How Acquired : Fifth Third Purchased from XXXX XXXX XXXX on XX/XX/XXXX Fifth Third Bank purchased my loan from another lender ten weeks ago, and never sent me any welcome letter or payment information, but instead the first written communication I formally received from them ( received today, XX/XX/XXXX, mailed on XX/XX/XXXX ), threatened to foreclose on my house! I actually had reached out to Fifth Third by phone on Friday, XX/XX/XXXX, after receiving a message from one of their customer service reps the day before. I had no idea what the call was about as I was unaware that I had any business relationship with the bank. I did not get through to them on XX/XX/XXXX, I finally got through to a customer rep on XX/XX/XXXX. The only useful information she provided was that Fifth Third had bought my loan from XXXX and that my payment was two months overdue. I told her I would be happy to go online and make the payments immediately, however she told me that she could not provide my account number over the phone or by email, and I would have to wait for their " welcome packet '' which she promised to send out right away. However, that packet never came, but seven days later, the bank sent me this letter saying my mortgage is in default. Given the extreme lack of communication from this bank, my concern is that they only bought out this 3 % loan in order to try to foreclose on it as they would be able to lend at much higher interest now. And honestly, I would simply refinance right now and have the new lender pay off this crooked bank except that I would not even be able to afford the loan at today 's rates. It seems it would have to be illegal for a bank to operate the way Fifth Third is doing. I would request any assistance you can provide with this bank, and also would like to know what laws specifically apply to banks with respect to notification to captive customers when they purchase a loan. I appreciate your assistance.
Company Response:
State: CA
Zip: 94024
Submitted Via: Web
Date Sent: 2022-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We purchased our current home in 2015 for {$170000.00}. We currently owe {$130000.00}. That's an XXXX of XXXX XXXX from the original purchase price. According to the cfpb website the servicer is required to drop the PMI at XXXX XXXX original XXXX. I called my servicer and asked why they hadn't dropped my PMI. They told me they weren't required to. I told them according to cfpb they were required to. The person asked his manager and they confirmed that they don't need to drop it at XXXX XXXX of the original XXXX. They also told me I needed to submit a signed request to drop the PMI. They would then review it and decide what came next.
Company Response:
State: AZ
Zip: 85260
Submitted Via: Web
Date Sent: 2022-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-06
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Fith third Incorrect information on a credit report XXXX XXXX I have a XXXX XXXX XXXX with XXXX XXXX and dealing with this company has been a nightmare. Agents from XXXX XXXX have contacted my job and family members ( family members not associated with my account or loan ) all under the guise that " they are trying to get in contact with me '', which is not true. They have taken unauthorized payments from my account which were never returned. This entire experience has been traumatizing and extremely stressful. I'm convinced that their tactics are intentional and lead to emotional distress. Their corporate office is completely unprofessional. Specifically, my MOST unpleasant experience has been with their corporate account specialist XXXX. She is completely unprofessional and absolutely intolerable. She is rude and condescending and his attitude is completely disgusting. He uses intimidation and insults as a means of negotiation. I am so frustrated with how this is being handled that I am prepared to take this to litigation. I have asked on NUMEROUS occasions to be assigned to another account manager and he has made it his joy to terrorize me weekly. I have even said on NUMEROUS occasions that I would be willing to settle if I had another account manager. At this point, he's a bully and it's very clear that XXXX XXXX does not listen to their own phone call recordings. XXXX XXXX is the ABSOLUTE WORST!
Company Response:
State: IL
Zip: 60614
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX XXXX XXXX fifth third bankXXXX XXXX XXXX XXXX someone cloned my card, accessed my online account and withdrew XXXX $ from an atm. I filed a police report with the XXXX XXXX XXXX XXXX and XXXX refuses to give me a provisional credit and I asked why and they said they listed no reason. I asked if they wanted the police report number and they said no. This is my rent money and I need it. If they allowed their servers to be breached along with all my personal information and my bank account they need to make it right and give me my money back now
Company Response:
State: FL
Zip: 32806
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My prior servicer, XXXX, informed via letter dated XXXX that my loan would be transferred to Fifth Third Bank N.A. on XXXX. Fifth Third informed me of the transfer in a letter dated very late, XXXX, which did not reach my home until XXXX, at which point the payment was late. The envelope was not postmarked or dated, and was OPEN, UNSEALED in my mailbox. What kind of nonsense is that? When attempting to create an online account and login using my home computer, Fifth Thrid 's website asked excessive questions regarding my loan, and claimed it could not " verify my device ''. This " device verification '' is utter nonsense - I work in tech, no idea what nonsense this is. The website referred me to the automated phone system, which sent me in circles, asked me for ATM pin numbers ( I don't have a consumer banking account ). I then was able to log in via the bank 's app, after the login appeared to fail. I was able to see my loan, but was told by the app that I did not have a " valid payment account '', with no way to add any of my existing bank accounts. I believe A ) Fifth Third is scamming app users into creating consumer bank accounts with them for the pleasure of paying their mortgages. B ) Fifth Third set me up to fail by informing me of the transfer and providing instructions far too late, and will hold this late payment against me, my XXXX XXXX, and that of my spouse. Fifth Third 's practices are lazy, unethical, and they clearly do not have their house in order as it relates to account and website security. Why are these shady practices allowed and tolerated?
Company Response:
State: MD
Zip: 21044
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-05
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I deposited checks at my Fifth third Bank account in 2019 which was given to me by my brother and relatives to buy my house as I was low on my down payment. The Bank put on hold for one month. Then they said they sent one of the checks to IRS in amount of {$7000.00}. I called several times to the bank which they keep saying to contact IRS. I have been talking with IRS live agent and sending mail butThey are saying that they didnt get any source of the check which was sent to IRS by Fifth Third Bank XXXX The contact person for Fifth Third Bank is XXXX XXXX. She can be reached at XXXX XXXX XXXX. I humbly would like to request if you can help me where the check is and how do I get back. Thank you for all your helps. Here is My informations Name : XXXX XXXX XXXX XXXX Account # XXXX Address XXXX XXXX XXXX XXXX. XXXX XXXX Phone XXXX XXXX XXXX Email XXXX Sincerely XXXX XXXX
Company Response:
State: NC
Zip: 28105
Submitted Via: Web
Date Sent: 2022-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A