Date Received: 2022-08-19
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/XXXX I put a check into an ATM to fund a new account at 5/3 Bank. I already have multiple checking, savings and business accounts and have for about 20-years. This check was to fund the new personal account. I checked the next day to find the issuing bank ( XXXX XXXX XXXX ) which is local, had paid the {$5000.00} check to 5/3 but it was showing up in the 5/3 account as " Pending ''. I waited 2 days and checked again. Still pending. I did a chat with 5/3 complaining that was not right. Said they would not release the money to my account until XX/XX/XXXX ( 10 days ). Their response to my complaint was " The availability of funds does not guarantee that the check has cleared the bank that it is drawn on, or that the check is authentic. Each deposit goes through the same verification process. Whether a hold is placed on a deposit or not is determined by the life and activity history of the account the deposit is going into. Also, it would depend on the issuing bank verifying the deposit during processing ''. But the check had already cleared the issuing bank. I could see it on the activity statement ( I have access to that account as well ). 5/3 has done this several times before when I deposit a check of over {$2000.00}. It's almost automatic. Now, here is what they are doing I think : The put a hold on the big checks that come through ( even if they are cleared the next day by the issuing bank ) and then make money off the float. Interest from my {$5000.00} won't amount to much but if they do this some 10,000 times per month, it would be sizable. In the meantime, they are telling the customer the check hasn't cleared or isn't " authentic ''. Now, one solution on my end is just to change banks but I have about 10 accounts, credit cards, debit cards, etc. and to change all those would be a huge burden I don't have time to do. Plus, I have no assurance another bank will be any better. For the most part, 5/3 has done OK over the past 20-years. Local managers have gone out of their way to accommodate but this is out of their hands. If, for some reason, the bank has reason to believe a check is fraudulent or the money isn't transferred in a timely manner, a hold seems appropriate but when the money is transferred in 24 hours and they still hold it for 10 days, that just plain unethical.
Company Response:
State: WV
Zip: 257XX
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I would like to start by saying that this is the second incident of fraudulent activity on my checking account with Fifth third bank within the last 2 months. The incident in question was discovered on XX/XX/2022. I logged into my checking account to review my banking activity and noticed that there was a check cashed against my bank for {$1100.00} ( check # XXXX ). I immediately went to review my checkbook to determine wether this was a valid or fraudulent activity on my account and discovered there was no check written or signed by me for that amount. I also discovered, that a check with the same check number ( check # XXXX ) was made out to the XXXXXXXX XXXX XXXXXXXX XXXX on XX/XX/2022 for {$150.00} cashed on XX/XX/2022. In comparing the XXXX check ( original check ) and the fraudulent check, I discovered that the XXXX check did not match my check except for the check number, routing and account number. I immediately called the bank on Friday to discover that their fraud department was closed and instructed to go the a bank branch to file a fraud packet. On Monday, I went to the bank branch and filled out a fraud packet which in short, I was informed by corporate disputes that the packet that was given to me was incorrect. I filled out a new fraud packet and submitted said documents immediately. I was initially told that within XXXX business days they would have a resolution for me, yet 10 days came and went with no resolution. Since that 10 day period, I have spoken to numerous representatives and supervisors whom have repeatedly told me that it will be resolved within XXXX to XXXX business days. We are now without resolution going on XXXX month and 2 days.
Company Response:
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
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: On XX/XX/2022, I initiated a balance transfer request online on Fifth Third Banks ( my creditor for a credit card ) website for my XXXX XXXX ending in XXXX in the amount of {$1400.00}. Fifth Third Banks online balance transfer system automatically generates the balance transfer Creditors address. A few weeks after the balance transfer request, I noticed that payment had not posted to my XXXX XXXX. I contacted Fifth third and it was determined that the payment was sent to the wrong creditor. My XXXX XXXX was issued by and is serviced by XXXXXXXX XXXX XXXX. Fifth Third Bank mailed the balance transfer payment to XXXXXXXX XXXX. I have attached a copy of the check that was cashed by XXXX Bank on XX/XX/2022. Since contacting Fifth Third Bank by phone, I have been contacted by a representative named XXXX at number XXXX. XXXX prepared a letter on my behalf and faxed it to XXXXXXXX XXXX requesting that the funds in the amount of {$1400.00} be returned to Fifth Third Bank. She said in turn Fifth Third Bank would credit my credit card account ending in XXXX the {$1400.00}. XXXX has been persistently providing weekly status updates, however as of the date of this correspondence, XXXX days after the balance transfer request was initiated this issue remains unresolved. XXXX said she can not process a refund to my account because she can not verify that it was a bank error. This is clearly a Fifth Third Bank bank error. I did not input the wrong Creditor or wrong Creditors address into the balance transfer system, it was generated incorrectly by Fifth Third Banks online balance transfer system.
Company Response:
State: SC
Zip: 29708
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX, XXXX, I received an email from FEMA stating that the flood plain had been re-assessed for a creek that runs next to my property. The report, included a small aerial picture of my property and house and appeared that the water level would approach one corner, but did not appear to invade the inside of the house. Thinking that it was just a notice of change, I deleted the email. In XXXX of XXXX, I received a letter from XXXX bank stating that I was indeed in the flood plain and that I must have flood insurance within 45 days, or it would be imposed on me, and funds taken from my account. I contacted FEMA to find out what I could do to appeal the ruling, knowing that when I had the house built, the question of being above the minimum opening elevation ( MOE ) was raised and the elevation was increased by adding 13 dump truck loads of gravel into the foundation walls and cutting the door opening higher. I was told how to begin a LOMC ( Letter of Map Change ) and was told that it would probably be 60 days or more before it would be considered. Since I would not be able to get a ruling within the 45 days required by the bank, I searched for insurance, and I was advised to let the bank handle my coverage since they could add it to my escrow payment. I contacted XXXX at the number provided on their letter before the 45 day expiration. I informed them that I was appealing the ruling with FEMA and asked the agent if I would receive a full refund if I won my appeal. The answer was yes, that I would receive a full refund once they received the letter of determination from FEMA, exempting me from being in a flood plain. I also asked if I needed to do anything or sign anything to have the bank issue the policy. I was told no, that it would be automatic. On XX/XX/XXXX, {$2500.00} was deducted from my escrow account. This depleted the account and there would not be enough funds to cover upcoming tax and homeowner insurance payments unless I deposited the amount of flood insurance into escrow, which I did on XX/XX/XXXX. The appeal to FEMA took a while to complete, in that information was requested that was not clear on what they were asking. The original request was submitted to FEMA on XX/XX/XXXX. On XX/XX/XXXX, I received a reply from FEMA requesting a survey be performed to determine the MOE. It took months to find and schedule a certified surveyor. It was XX/XX/XXXX before I got the completed survey at a cost of {$1100.00} and submit the information to FEMA. I received the final determination letter from FEMA on XX/XX/XXXX and submitted it to the bank on XX/XX/XXXX. I never received any notice from XXXX that they had received the information, that it was being process, or what state it was in. Had I not been refinancing my mortgage, I would not have noticed that a partial refund of {$1300.00} was issued XX/XX/XXXX as a deposit back into my escrow account. I have been calling and calling, investing for sure more than 100 hours, into arguing several points of disagreement only to find that this department does not handle this and call someone else and going through the story over and over. However, one person confirmed that phone calls I had made had been recorded and reviewed and that yes, I had been told I would receive a full refund, and yes, I was told it was not necessary to sign anything and just let it lapse into the insured state. I would also like to add, that at no time did I receive a " Flood Insurance Policy '' showing anything regarding my coverage for amount, property or contents. I have argued that the release from FEMA states : " If a lender releases a property owner from the flood insurance requirement, and the property owner decides to cancel the policy and seek a refund, the XXXX will refund the premium paid for the current policy year, provided that no claim is pending or has been paid on the policy during the current policy year. '' I contacted XXXX and they looked into the issue. They informed me that they could not find any policy ever being recorded for my property. So, I contacted XXXX Insurance division and requested a copy of the policy. All I received was the notice of cancellation. My complaint can be summarized for these reasons : 1 ) I was told I could get a full refund and I have not. 2 ) I was told that it was not necessary for me to do anything to have the policy started. This has now been used as an excuse for not paying the refund in that somehow, I was non-compliant. 3 ) I have never received any type of policy that states coverage, conditions etc. 4 ) XXXX seems to question if a policy actually ever existed or was filed with them. They have asked for a 10 digit policy number that may aid in their search, but I have not been able to get that information, nor do I know what the process is for filing with FEMA.
Company Response:
State: KY
Zip: 40291
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Fifth third bank has been reporting my mortgage payments on my ex-husbands credit report and not reporting on mine at all. We were divorced in XXXX. The house belongs to me. He has never paid the mortgage. I filed XXXX XXXX bankruptcy in XXXX and finished in XXXX.
Company Response:
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX XXXX called direct sales at Fifth Third Bank to inquire how to get credit limit increase spoke with sales who instructed me to go inside bank to fill application. Decided to check XXXX after specifically going to bank to make withdraw ; later that day discovered someone submitted an inquiry from Fifth Third Bank Location XXXX XXXX XXXXXXXX XXXX # XXXX XXXX Ohio XXXX telephone XXXX. Did not sign or verbally authorize bank employee to do so. I would like to thank you in advance for your cooperation in this matter
Company Response:
State: IL
Zip: 60626
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Filed a dispute claim with Fifth Third bank after I realized someone stole & used my business debit card number & made 5 purchases totaling {$23000.00} at XXXX, and this was absolutely not me .I have never authorized to open an account at the mention company and absolutely have not used my card in a combined 5 transactions from XXXX through XXXX. The support is non existent at this company, so I may find out how my payment info someone was used without my permission, but 5/3 insisted that I confirmed via text which I never did nor plan to do after I experienced phishing and smishing attempts almost daily on my cell phone in the past. The bank insists that I confirmed the purchases using my phone number, but I told them it was not me, and they said they sent me a fraud text to my phone number before charging my card, however that is not true. I called to to report fraud, and now I am being treated unfairly. I cancelled this debit card in XXXX & i still have the physical card which is clear and cut fraud per the Consumer Protection Act. How can they blame me when never agreed to any of the transactions! Please see below Fraud Transactions - XX/XX/21 - {$4600.00} XXXX {$4800.00} XXXX {$4400.00} XXXX {$4700.00} XXXX {$4800.00}
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX ( 2 hours ago ) to XXXX, XXXX XXXX and XXXX, please forward this email to your supervisor and also to your complaints department. Additionally, I will be submitting this information to the CFPB and the OCC. My name is XXXX XXXX and I have worked with your customer, XXXX XXXXXXXX XXXX, XXXX # XXXX, as a friend and POA for the past 6 months attempting to refinance her home equity line/loan with 5th 3rd which became due in total on XX/XX/XXXX. Knowing that XXXX did not have the funds for this balloon payment, we began working with you in XXXX XXXX to develop an acceptable alternative to the balloon payment. 5th 3rd has taken over 6 months to determine how to restructure a {$50000.00} home equity loan! This complaint is about your processes and communications. Here 's a summary of the main categories of complaint : Credit underwriting process. Delays caused by last minute document requests ( at the end of the 30 day credit decision period ) and requests for documents that really were not needed, requests made piecemeal when they should have been requested all at once, early in the process, if at all. 5th 3rd has taken over 6 months to determine how to restructure a {$50000.00} home equity loan! Document uploading process/slow start Telephone numbers Communications On-line banking/automatic drafts ( ACH ) Payments during the last cycle when the balloon payment is due Below is more detail on each category. 1. Credit Underwriting Process. Your department, or perhaps the underwriter working on XXXX 's loan, has a pattern of requesting new documents from the customer, one at a time, and thus starting the 30 day " credit decision clock '' over. 5th 3rd has strung out this request for months by waiting until close to the last day of the 30 day credit decision period and at that point asking for a new document. This pattern was repeated multiple times. Check out the timeline from your system below. Here 's a summary for your convenience : Date Document Sent XX/XX/XXXX Complete Package Acknowledgement - 30 day clock starts XX/XX/XXXX Initial Missing Item Letter XX/XX/XXXX Response provided by customer XX/XX/XXXX Complete Package Acknowledgement - 30 day clock starts XX/XX/XXXX Initial Missing Item Letter XX/XX/XXXX Response provided by customer XX/XX/XXXX Complete Package Acknowledgement - 30 day clock starts XX/XX/XXXX Initial Missing Item Letter Look at the gaps where the ball was in 5th 3rd 's court as I walk you through your timeline : 5th 3rd sent a Complete Package acknowledgement on XXXX and then waited until XXXX to request a document. The response was submitted on the same day by XXXX. 5th 3rd then waited from XXXX XXXX XXXX to send another Complete Package acknowledgement. 5th 3rd then waited from XXXX to XXXX and then issued a missing item request on XXXX. The document was submitted to 5th 3rd on XXXX and on XXXX 5th 3rd issued another Complete package acknowledgement. 5th 3rd then waited from XXXX XXXX XXXX to request yet another document. This strategy of waiting until the 30 day credit decision deadline was near expiration to issue a request for a missing document is improper. Why couldn't all extra documents needed be requested at one time or at least closer together? Why was 5th 3rd trying to stretch this process out? Does the underwriter get dinged for each loan that is not decisioned within the 30 day period and thus he/she kicks out the deadline by requesting a new document over and over? The length of time it took 5th 3rd to respond to each missing item that was provided was also unreasonable. As an example, it can be seen above in the summary, a customer response was sent on XXXX and was not acknowledged until XXXX. This practice of waiting until the last few days of the 30 day credit decision period to request a new document and doing this multiple times is unfair and deceptive ; the regulators most likely would deem this a UDAAP issue. Lastly, none of the requests were earth shattering or based upon documents recently submitted : One was a question about whether or not we wanted to count XXXX 's son 's Food Stamps as income to XXXX. An odd question since we clearly noted that the son 's food stamps were for him and his XXXX children - we just listed them because her son and grandchildren lived with her, in an effort to be fully transparent. Why would we possibly want to increase her income when we are applying for hardship relief? The second request was for XXXX to sign a flood water acknowledgment- have no idea why. Of course XXXX knew her house was in a floodplain- she paid flood insurance and on every record one can access, it shows the house is in a floodplain. The third request was for a copy of XXXX 's flood insurance policy. All three of these items should have been requested, if truly needed, within days of her submitting the initial documentation. 2. Uploading/slow start. The process got off to a very slow start. As previously documented to XXXX, XXXX first sent all of the required documents on XX/XX/XXXX and heard nothing for weeks ; she called and they said they didn't have them. ( The Mortgage XXXX says you will receive a response within 5 business days. ) Re-sent the same documents on XX/XX/XXXX and still heard nothing. XXXX called on XX/XX/XXXX and spoke with XXXX and found out that 3 of the 4 documents were uploaded but that one was received but not uploaded. There appears to be issues with uploading documents in your system. As you can see in your document below, everything was not uploaded in your system until XX/XX/XXXX. That is a month and a half just to get the initial documents uploaded in your system. 3. Phone numbers. XXXX pointed out to XXXX that the phone number on the XXXX, " XXXX, option 3 '' does not get XXXX to the right place. They transferred XXXX to XXXX - the person that answered this line said the person that answered the XXXX number was off-shore and transferred XXXX to XXXX wrong place. XXXX. Communications XXXX continued to receive mail from 5th 3rd addressed to her and her deceased husband, long after death certificates, etc. on her husband were supplied. I am guessing this still has not been updated. XXXX received multiple communications from 5th 3rd letting her know that her equity line/loan was coming due in total on XX/XX/XXXX. Yes, and that's why we started the hardship process in XXXX! No one at 5th 3rd told the department sending out the " due in total '' letters that the customer was actively involved in the hardship program. XXXX. On-line banking/automatic drafts ( ACH ). There is something wrong in your system that does not allow a customer like XXXX who only has an equity line to set up on-line banking. We tried to set her up on-line. This didn't work because it asked for her debit card number ( she does not have a DDA with you. ) We called customer service and were told to go to a branch. The branch said they would help after the loan was refinanced?? We were never able to get XXXX set up with on-line banking nor were we able to set her account up to be drafted automatically by 5th 3rd each month for the payment due. XXXX. Payments during the last cycle. We tried to make a payment in early XXXX for the typical monthly amount. The payment at the branch was refused, they said the account was blocked. I am guessing this is because the balloon payment was due on XX/XX/XXXX and for some reason your system doesn't allow any payments during the period in which the balloon is due? As a creditor, it seems like you should be willing to take any amount at any time from a willing customer. The payment was not the payoff amount but it was something. Summary As you can see from the above it has been a most frustrating process for XXXX and myself. I have never banked or worked with 5th 3rd before and this was a poor introduction. Your branch personnel told XXXX the refinance/assistance process was easy and quick and would take about a week. 5th 3rd has taken over 6 months to determine how to restructure a {$50000.00} home equity loan! Sadly, XXXX has passed away. I am no longer involved in this situation. I can only hope that 5th 3rd treats XXXX 's family with a higher level of customer service than XXXX received. I did want to take the time and effort to document these issues so that 5th 3rd has the opportunity to improve. Sincerely, XXXX XXXX
Company Response:
State: NC
Zip: 28209
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Hello, I hope you're having a good day. This is my second notice towards Fifth Third via CFPB.gov per the last CFPB Complaint No : XXXX for your reference. If Fifth Third or any subsidiaries are furnishing negative information to any specialty XXXX such as XXXX XXXX, XXXX XXXX XXXX, etc., without my written permission or consent, you are violating federal law and I demand you cease and desist all activity. I have read the contract and disclosure given to me upon opening of my checking account, and not once have I agreed for negative information to be furnished nor did I express written consent. Therefore, pursuant to 15 U.S. Code 1681b et seq ; as well as notifying me, the consumer, pursuant to 15 U.S. Code 1681s2 ( 7 ) ( A ) ( i ) ( ii ) you are in violation of the Fair Credit Reporting Act. I demand you cease and desist all activity and contact any specialty XXXX notify me of who you have furnished information too and permanently delete said reporting of information.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I have two checking accounts, one with Fifth Third, and one with XXXX XXXX XXXX. I had a monthly recurring transfer from my 5/3 account to my XXXX account, for {$850.00} a month, set up in the 5/3 website. I wanted to bump up that amount from {$850.00} to {$950.00} on XX/XX/XXXX. However, trying to change that amount would only work for the next payment, and would not update for the following months. I wanted to permanently update the amount moving forward, so I set up a second monthly transfer with the correct amount, and tried to delete the old transfer. However, attempting to delete the old transfer would just move the transfer out a month, and not delete the transfer entirely. So, expecting that the 5/3 help desk would be able to assist me with the permanent deletion, I opened up a text chat with one of their representatives, who was not very helpful. Me good afternoon, can you help me remove the $ XXXX monthly transfer? i can not remove it entirely myself from what i can see hello? XXXX - XXXX XXXX Good evening ( my first name )! Thank you for contacting Fifth Third Bank, this is XXXX. I am here to make your day a Fifth Third better. I am glad to assist you with your inquiry about cancelling monthly transfer and apologize for the inconvenience caused. XXXX - XXXX XXXX May I know the mode of transfer? Me there's two transfers for the same account now, i need the one for {$850.00} set for XX/XX/XXXX fully canceled ( 5/3 account number ) to a XXXX account trying to cancel on my side just pushes the transfer out a month is there a way to fully cancel it on my side? or do i always need a rep to do that for me XXXX - XXXX XXXX Please allow me some time, while I review the account. thank you XXXX - XXXX XXXX Your payment can be deleted by following the directions below : 1. Click on the Transfer & Pay button from the left menu bar. 2. Select View Activity. 3. Under the Scheduled or Recurring Series section, click on the ( + ) symbol next to the appropriate payment and click Cancel. 4. Confirm your wish to delete the payment or series by selecting Yes when prompted. Me trying to cancel on my side just pushes the transfer out a month it happened again now set for XX/XX/XXXX i would like to have the transfer fully canceled please XXXX - XXXX XXXX Once you delete the payment I would suggest you to delete the external account. XXXX - XXXX XXXX Below are the steps to delete external account. 1 Log into using User ID & Password 2 Click TRANSFER & PAY 3 Click PAYEES & ACCOUNTS 4 Click NON 5/3 ACCOUNTS 5 Click MANAGE next to the external account to delete 6 Click DELETE 7 Click YES within the Attention pop-up window 8 A green message will pop-up confirming the external account was deleted Me again, trying to cancel on my side just pushes the transfer out a month i can not cancel it myself XXXX - XXXX XXXX I would like to inform you that call our Customer Service at XXXX XXXX XXXX XXXX, Sat XXXX ET for assistance and cancel the payment. thank you Following the representative 's instructions, I called customer service in the morning on XX/XX/XXXX. I was first instructed to " delete the bank account, '' and had to ask for clarification that they did not mean to fully close the bank account with XXXX. They confirmed that I needed to delete the XXXX account information in the 5/3 website to fully delete the automatic transfers. However, this would also delete the new one I had just set up. I complied, and deleted the information. Upon trying to add verify the XXXX account information again, there were 2 options. " Verify now, '' which threw an error that the bank information was incorrect, which it wasn't, or go through a several day process of verifying deposit amounts. I called the customer service line again, who confirmed that the " Verify now '' button simply would not work in my case, and I would have to verify deposit amounts again, even though the XXXX account was in their system less than 30 minutes prior. Moving forward, if I ever want to change a recurring deposit ammout permanently, i will have to go through this process all over again.
Company Response:
State: IL
Zip: 60634
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A