FIFTH THIRD FINANCIAL CORPORATION

2019-09-03

Far Rockaway, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-30

Mantua, NJ

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-08-29

Ashburn Park, IL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-08-29

Wexford, PA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-08-29

Gary, IN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-29

Troy, OH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-08-28

Canton, GA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-08-28

Folsom, CA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-08-28

Bellaire, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a mortgage loan through XXXX bank. My loan was for more than 80 % of the value of the house, therfore requiring me to Escrow with XXXX. In XXXX of XXXX, they ran an escrow analysis on my accounts and according to my analysis I owed {$2200.00} per month to cover my loan, interest, taxes, etc ... I recieved a call from a debt collector from XXXX on XX/XX/XXXX indicating that my XXXX first payment was past due and was wanting to make collection at that time. I thought this was a mistake because my mortgage payment is set to auto draft from my bank at the begining of each month. I have never been late on a payment in my life. According to XXXX bank, my escrow was re-run in XXXX of XXXX and they found that my balance was roughly {$14000.00} short. This caused my monthly Mortgage payment to go from {$2200.00} a month to {$4100.00} a month. OVERNIGHT! The reason for the error is that when they calculated my escrow in XXXX, they FAILED to include my hazard insurance for the year, they miscalculated my taxes for the upcoming year, and they issued me a check in XXXX telling me that i had overpaid the previous year and that the extra money was mine to spend how i wanted .... When they re-ran my escrow analysis ONE YEAR later, they realized their mistake and doubled my mortgage over night. my options are to come up with {$14000.00} cash before XX/XX/XXXX or have my monthly note go from {$2200.00} a month to {$4100.00} a month.
Company Response: Closed with explanation

Timely Response

2019-08-27

Manchester, NH

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Closed with explanation

Timely Response

2019-08-27

Okemos, MI

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-08-27

Chicago, IL

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation

Timely Response

2019-08-26

Akron, OH

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2019-08-26

Sarasota, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XXXX of 2018 my monthly payment increased by around {$450.00}. Then again the next month and after that. When speaking with 5/3 it took quite a few transfers to find someone to shed any light on this. A woman finally told me that my escrow was around negative {$4000.00}. I was shocked and couldn't understand how, because I had never missed a payment and had a fixed rate mortgage. My taxes did increase when the home was reassessed after I purchased and applied my homestead exemption, but my mortgage also increased, which I always paid. I asked them about a letter I had received around XXXX of 2018 from my Homeowner 's Insurance being cancelled due to non payment. When I called my Homeowner 's Insurance company, they said it had just been paid and to disregard the letter. It turns out that after pressing the 5/3 representative about the missed/ late Homeowner 's Insurance payment she discovered that 5/3 paid the bill twice within a matter of weeks. It turns out it's my responsibility to recover the over payment and return it to 5/3 bank. I did call the Homeowner 's Insurance and was issued a check, which I took to 5/3 bank but they're branch representatives are not very familiar with their mortgage and especially not their escrow departments. I thought it would be very simple to pull up my account and see any discrepancies. The woman I talked to was very reluctant to give me any information and even refused to admit that it was a mistake to pay the Homeowner 's Insurance twice. I was told that an escrow analysis would be done at the end of the year! At the 5/3 branch the woman I sat for hours with, never actually spoke with anyone over the phone, she could only contact them through online chatbots. While I was waiting, two more customers were in the lobby complaining about escrow problems. I started to feel like this is very common with 5/3 bank. They wanted me to deposit the whole check, even though it was for more than the remaining balance of the shortage. I decided to take the check and keep the money instead of continuing to overpay each month AND give them the check and HOPE that when they finally did an escrow analysis that I would finally get my money back. I was told by the woman at the bank that I would be contacted by phone by someone from the escrow department within 5 business days. I was never contacted by phone. I only received a letter confirming that I would still need to continue to pay the extra money. They did reduce it but it would just be spread out over a longer period of time. I KNOW that 5/3 is COMPLETELY responsible for this debacle. I have had to put off paying other bills to keep up with higher mortgage payments. My credit has been harmed by this to the point that it will take me years to repair with absolutely no sympathy from this company. I'm POSITIVE that people lose their homes due to this type of irresponsible " accounting '' for lack of the correct term. It will be a miracle if I can ever straighten this out and be refunded the money that I have overpaid WITH interest. I pray that a more responsible mortgage servicer acquires my account. 5/3 does NOT belong in the mortgage industry.
Company Response: Closed with explanation

Timely Response

2019-08-26

Doolie, NC

Getting a line of credit

Payday loan, title loan, or personal loan: Personal line of credit

Company Response: Closed with explanation

Timely Response

2019-08-26

Chicago, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-25

Glenmont, OH

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: Repeated calls ( 12 ) throughout the day ( XXXX-XXXX ) every day of the week/weekend for the the last 3 1/2 days. I am 7 days late on a Master card ( issued by fifth third bank ) payment due to medical problems resulting in early/unexpected retirement on XX/XX/2019.
Company Response: Closed with non-monetary relief

Timely Response

2019-08-25

Mount Olive, OH

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: ***This was a dispute letter I filed with my Fifth Third Bank in regards to my account being drained of {$2000.00}. I supporting documentation, as mention below. Fifth Third denied my dispute stating the transfer was valid despite approximately 40 pages of evidence I submitted that was ultimately dismissed with prejudice. I have edited out all identifying information such as name, account number, address, Social Security number, etc** On XX/XX/XXXX at approximately XXXX, I received a text message on my cell phone from XXXX XXXX thanking me for changing my password. Shortly thereafter I received 700+ text messages within a span of 30 minutes which locked up my phone. Fearing that every account I have was now compromised I began changing passwords as quickly as I could to limit the damage. Within the 700+ text messages I found the unknown party was going for my 2-factor authentication codes, allowing them access to not only financial sites but also sensitive information on XXXX and XXXX accounts. I was able to lock down the most important accounts within 20 minutes of the breach. I confirmed with my wife REDACTED that she was not on the XXXX XXXX website prior to changing all passwords. On XX/XX/XXXX I discovered a {$2000.00} withdraw pending from my Fifth Third Checking Account REDACTED to a payee listed as XXXX XXXX XXXX bearing account number REDACTED. The XXXX XXXX XXXX account was added as a PAYEE ; a service we have never used before to pay bills or transfer funds. Neither my wife nor any of my extended family bank with XXXX XXXX XXXX. We immediately went to our local Fifth Third Branch in REDACTED and opened new accounts and put holds on the old. We were advised by Personal Banker REDACTEDr to dispute the {$2000.00} payment once it cleared. During this time frame I attempted to contact XXXX XXXX XXXX both by phone and social media, but they declined to speak with me as I was not an account holder with them after providing my name and State of residence along with the account number. On XX/XX/2019 I disputed the now-cleared withdraw with Fifth Third Bank customer service under case # REDACTED and were advised it would be investigated with an Investigator being in contact if more information was needed. In the mean time the identity thief opened up an XXXX XXXX checking account along with a XXXX credit card under my name. I began freezing our credit through the Big Three to prevent further accounts being opened fraudulently. On XX/XX/2019, REDACTED called Fifth Third Bank to release the hold temporarily so that we could withdraw our direct deposit funds to pay bills. XXXX was advised by customer service that there was no update on the dispute case. The funds were placed in our new checking account and REDACTED contacted Fifth Third Bank once again on XX/XX/2019 to reinstitute the security hold. On XX/XX/2019 I received a letter dated XX/XX/XXXX from Fifth Third stating the {$2000.00} payment was determined to be valid and that the dispute was closed in the banks favor. A customer service representative at Fifth Third Bank advised my wife and I that the Investigator made contact with XXXX XXXX XXXX and reported the account to which {$2000.00} was paid was under my name, REDACTED. On the evening of XX/XX/2019, I was on the phone with XXXX XXXX XXXX fraud line pleading my case that account REDACTED had no connection to me, other than having {$2000.00} of my money from Fifth Third Account ending in REDACTED. I spoke with REDACTED out of the XXXX, Maryland XXXX Fraud Department for approximately one hour. REDACTED was able to find the account and located the {$2000.00} payment that was credited on or about XX/XX/XXXX. REDACTED asked if I lived in Missouri to which I answered no, I reside in REDACTED. I gave REDACTED my name, date of birth, and cell phone number to compare against the XXXX XXXX XXXX account in question. Although he could not legally tell me the account holders name or phone number, REDACTED stated my name, SSN, phone number, address, and date of birth were in no way attached to the XXXX XXXX XXXX account ending in REDACTED. REDACTED advised I needed to file a dispute with Fifth Third Bank. I advised REDACTED that I had already filed a dispute with Fifth Third and that it was found to not be fraud according to their investigator. Perplexed, REDACTED continued to look into the account and found no notes on the XXXX XXXX XXXX account in which a Fifth Third Investigator had reached out in regards to fraud. I wish to dispute the ruling of case REDACTED due to the following : 1 ) On XX/XX/2019 I was a victim of a security breach on my personal and financial accounts including, but not limited to : Fifth Third Bank, XXXX, XXXX, XXXX, XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX. The only known financial lost I have suffered thus far is {$2000.00} withdrawn to make a payment against XXXX XXXX XXXX account REDACTED. 2 ) I did not authorize any payment to any XXXX XXXX XXXX account, including but not limited to account REDACTED 3 ) Fifth Third Bank advised the dispute from XX/XX/XXXX was found to be invalid and closed due to XXXX XXXX XXXX advising the account was under the name of REDACTED. 4 ) Upon contacting XXXX XXXX XXXX independently on XX/XX/2019, I was advised account REDACTED listed owner did not match my name, date of birth, SSN, address, state of residence, phone number, or email. REDACTED of XXXX XXXX XXXX Fraud Department advised there were no notes under the account in which any investigator made contact to confirm ownership of the XXXX account ending in REDACTED. REDACTED completed his report while I was on the phone with him and advised it was being sent up to his superiors but that I needed to reach out to Fifth Third Bank. 5 ) At this point I am being told by one large organization to file a dispute with a second large organization that dismissed my claim with no valid reason given. Attached to this dispute appeal is all paperwork I have gathered in regards to this breach, including but not limited to credits report showing I do not have nor have ever had a XXXX XXXX XXXX account, credit or otherwise. As a two-decade account holder with Fifth Third Bank, I perceive I am being given the cold shoulder with no explanation of why because I am not a multi-million dollar organization or account holder. I have had no problems with Fifth Third Bank in the past 20 years and have entrusted them with my lively hood. As a person wiser than myself once said, The Bank of Trust can only accept deposits ; there are no withdraws. As a XXXX XXXX that has served for over 13 years in both REDACTED, I take my oath of Integrity very seriously. To be told an investigation took place and later independently discover the findings are based on falsehoods is, in lesser words, disturbing. Being on this side of the witness statement and trying to prove a negative is a lesson in humility that I do not wish upon anyone. The probable cause that I have submitted of fraud has been dismissed with prejudice and now my family will suffer due to someone elses transgressions. Despite what I have discovered on the evening of XX/XX/2019, I will withhold judgment and await an appropriate response to the above listed claims. Thank you for your review of this matter.
Company Response: Closed with explanation

Timely Response

2019-08-24

Chicago, IL

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Complaint: Thank you for taking the time to read this. I have an issue with Fifth-Third Bank. I have been making on-time payments to them for the past 9 months. In XXXX, I decided to enroll in a program with XXXX XXXX XXXX for repayment plan for the debt ( I had lost my job ). In XXXX, I made a {$650.00} payment to Fifth Third over the phone. My issue is that when I tried to make the payment in XXXX, the representative said my account was closed and that I have to go into a branch to make the payment. When I went into the branch, the representative said he will see what is going on. I never heard back from him. In XXXX, I tried to make both XXXX and XXXX payment but they would not take my payment over the phone. So I went to another representative at a local branch and demand for them to find out what is going on. The representative reached out to me yesterday saying that my account is in-house collections because my account was late. I was furious because my account was late due to the run around I was getting from Fifth third but he mentioned it was late since XXXX. I know that was not true because I made the payment on the XXXX each month. The phone representative always said my payment will be posted on the same day I paid ( excluding holidays ). I received no mail notification and now I have a late payment on my credit report and I do not think I should have that reporting on my credit. This is not right and I would like this fix! Thanks, XXXX
Company Response: Closed with explanation

Timely Response

2019-08-23

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-08-23

Thompsons Station, TN

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Company Response: Closed with explanation

Timely Response

2019-08-22

Taft, OH

Problem when making payments

Payday loan, title loan, or personal loan: Personal line of credit

Company Response: Closed with explanation

Timely Response

2019-08-22

Garland, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-22

Decatur, GA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with monetary relief

Timely Response

2019-08-22

Houston, TX

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: I refinanced my mortgage with Fifth Third bank through the XXXX XXXX XXXX XXXX on XX/XX/XXXX and closed on XX/XX/XXXX. XXXX sent the payoff check to Fifth Third bank immediately after closing. Fifth Third Bank continued to contact me, I explained to them that I refinanced with XXXX and I was already making mortgage payments to my new bank. I know someone at Fifth Third bank received the XXXX check because I confirmed with them on XX/XX/XXXX and they stated they had just received the check. But the calls for collections continued, I repeated to them that I refinance, they asked questions as if it was the first time knowing of this. We had a conference call with Fifth Third and XXXX and we confirmed we had the correct info for the XXXX payoff check and it was exactly the same as the first time that it was sent out. The payoff check had to be re-sent for the 2nd time. During all this time they have been reporting late payments to my account and my credit score went from " excellent '' to " needs work ''. Please help
Company Response: Closed with explanation

Timely Response