FIFTH THIRD FINANCIAL CORPORATION

2019-01-28

Lorain, OH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-01-28

OH

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: Fifth Third Bank closed my Essential checking account on XX/XX/XXXX with available balance. Upon closure, funds in the amounts of {$370.00} & {$20.00} were never refunded back to me ( funds were refunded to a " closed '' checking account at XXXX. On XX/XX/XXXX, XXXX banking representative confirmed no funds were ever received and the account is still in " closed '' status at XXXX ). When inquired about not refunded funds in a local branch ( XXXX XXXX XXXX, XXXX, Ohio ), Personal Banker ( XXXX XXXX. ) advised they are not able to help me in branch and referred to call Fifth Third via phone at XXXX. After several phone calls, Customer Service Representatives where not able to assist me and currently, no funds have been refunded. Additionally, a promotional bonus of {$250.00} was attached to the Essential Checking. No bonus in any amount was received.
Company Response: Closed with explanation

Timely Response

2019-01-28

Phila, PA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Closed with explanation

Timely Response

2019-01-28

Quartzsite, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We have impounds for taxes and insurance with 5th 3rd bank. They pay our insurance for us as we pay monthly and we have never missed a payment. They are sending letters threatening to force place an insurance policy on our account. They are trying to make us provide proof we have homeowners insurance when they in fact have our policy and pay our policy. I believe they made a change on their end and are having trouble getting what they need from our insurance company so they are putting burden back on us and making me wait on hold for an hour at a time to resolve when we have done nothing to cause the issue. Madness.
Company Response: Closed with explanation

Timely Response

2019-01-28

Stilesville, IN

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2019-01-28

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX traded my Mortgage to 53.com. For the first 3 months I did not receive any statements from 53.com. I had to change my address and fill out a cfpb form to start receive statements! 53.com said they will not charge late fee on phone. Once the cfpb request hit 53.com they charged me an {$89.00} late fee. I need the {$89.00} back as the process of 53.com failed to informing me of the date of the mortgage trade and failed to get me statement to pay my mortgage.
Company Response: Closed with monetary relief

Timely Response

2019-01-26

OH

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On XX/XX/XXXX I was in the city that I live in and got gas at a local gas station using my debit card at approximately XXXX XXXX when getting gas I was asked to put in my PIN number, as usual, and I did. About XXXX minutes later ( XXXX ) I recieved a text from my bank asking if a purchase at XXXX XXXX XXXX had been made by me, and I did not have my phone at the time so I replied at XXXX with NO which was the prompted answer. I then called the bank and blocked my card and also filed a dispute. In total {$560.00} was taken ( in increments of {$80.00} ) with description XXXX XXXX at XXXX XXXX XXXX, XXXX Ohio, {$240.00} in 3 increments of {$82.00} at XXXX XXXX XXXX XXXX XXXX XXXX, and then {$600.00} at a XXXX on XXXX XXXX XXXX ( the same address as the original withdrawl. When I filed my dispute Fifth Third told me that they would grant me provisional credit for the disputed items while the case was investigated. When this provisional credit was granted it was only for the {$500.00} for the XXXX withdrawl at the XXXX XXXX XXXX but not the other charges. I called and explained this and the bank said that they did not realize the other charges were fraudulent and then opened another dispute for the rest of the charges. In received a letter dated XX/XX/XXXX saying that my dispute for the {$500.00} charges had been completed and there had been no findings. On XX/XX/XXXX, {$850.00} was taken out of my account with the description reversal of provisional credit. That is the money that was included in my second dispute. I called fifth third who put me on the line with a dispute XXXX who explained that the dispute had been denied because the charges in XXXX had used my PIN. I explained to her that I purchased gas at XXXX XXXX on XX/XX/XXXX and that I had received the text from them at XXXX XXXX to alert me to the fraud. The fraud that they had alerted my to was after many of the purchases were made, which I have to assume had occurred in the moments prior. XXXX, Ohio ( where I got gas ) and XXXX, Ohio ( where the purchases were made, are 1 hour and 30 minutes apart, so there is no physical way that I could have gotten gas using my card in XXXX at XXXX and then made it it XXXX by XXXX. Also, the dispute that did get accepted included purchases made at the same address ( XXXX XXXX XXXX XXXX, Ohio ) as the dispute that got denied. The dispute that got accepted had charges that stated a XXXX XXXX at this address, and the dispute that got denied listed a XXXX at the exact same address. The XXXX at fifth third also said that they had record that I had authorized the purchases when they contacted me, but I have screenshots on my phone that record me saying NO when asked if one of the charges was me. She advised I emailed fifth third explaining this in writing and I did on XX/XX/XXXX ( I asked for confirmation when they received the email ), and I had no response. Thank you
Company Response: Closed with explanation

Timely Response

2019-01-25

Mill Creek, IN

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I had a Checking and Savings account with Fifth Third Bank. On XX/XX/16 I had a balance of {$3900.00} in my checking and {$500.00} in my savings. On XX/XX/16 someone somehow had gotten control over my account they deposited fraudulent checks for {$1900.00} then withdrew everything out of the account my {$3900.00} included. This bank now tells me that I owe {$5700.00} from my checking and {$1400.00} from my savings. There was never any credit given to me for the money that was stolen. I've asked the bank several times in writing to show me proof!!. What hurts the most is that they are saying I owe what was taken from me. The told me oh the account is closed its charged off so we really don't care about it anymore we sold that account. {$4500.00} may not seem like a lot to this big bank but that was my kids trip to XXXX that summer!! Do not bank with Fifth Third they have absolutely NO Fraud or Identity Theft Protection!!!!!!!
Company Response: Closed with non-monetary relief

Timely Response

2019-01-25

Chicago, IL

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with non-monetary relief

Timely Response

2019-01-25

Palos Park, IL

Incorrect information on your report

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

Information that should be on the report is missing
Complaint: My full name is XXXX XXXX XXXX Fifth Third has incorrectly reported my name to XXXX XXXX XXXX. My name in full above was not reported. Under Federal law, I demand the information be removed.
Company Response: Closed with explanation

Timely Response

2019-01-25

Mc Kinney, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-24

Ladies Island, SC

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: 5th Third Bank Allowed a credit card to be opened in my name and my wifes name using our old information after he move. Their fraud department caught hers and close her account down They did not catch mine the credit card went out and someone charge {$10000.00} on the credit card under my name I have been trying to resolve this with the bank and they will not do anything they are claiming that it is a valid account. After eight months of no payments or no contact on this account I had some mail forwarded to me after I reinstalled my forwarding from my old address and got a statement from them showing the card I called them at this time and provided them with my contact information cell phone email address and address Now theyre telling me because they have my contact information it was a valid account when it was initially set up. They close my wifes due to fraud and will not close mine
Company Response: Closed with explanation

Timely Response

2019-01-24

Hollywood, FL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-01-24

Anderson Township, OH

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-01-24

St Heights, MI

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2019-01-24

Frankfort, KY

Problem with a lender or other company charging your account

Checking or savings account: Savings account

Transaction was not authorized
Company Response: Closed with monetary relief

Timely Response

2019-01-24

OK

Closing an account

Checking or savings account: CD (Certificate of Deposit)

Funds not received from closed account
Complaint: XX/XX/XXXX My father opened a CD for his first great grand child. It was at 5/3 Bank in a XXXX County, Illinois, branch office. I was the custodian. Every few years the bank would send a letter saying there was no activity so it was going to be closed and sent to the state. I remember talking to XXXX, at XXXX XXXX, the first time it happened. This past summer I got the letter again. I called like always. The woman I spoke to said that banking laws required the closure after so many auto renewals. That made sense and was the first time I heard that. I decided that I was really tired of the bank and I needed to close it when it matured. I told her that. That started another hassle. Every call I made to see if I could get the CD closed on maturity was met with different answers. I asked that it be closed and the check sent to me. I was told that I needed to be at a branch to close it. I live in Oklahoma while the CD resided in Illinois. We do not have 5/3 here. After many calls I reached someone who said there was a closure form. About a month or so later the form came. By itself in an envelope. No letter. No address of where to return it to. I didnt feel bad about it since it didnt mature until XX/XX/XXXX. I had time to call and get an address. I got the letter of account activity XX/XX/XXXX saying interest was added on XX/XX/XXXX. I checked over the auto phone line and the account was closed. I waited a few days and started calling to see where the check was. People I spoke with during that time were XXXX, XXXX ( who sent me to a phone that never answered ), someone I never could understand their name, once I never got through to anyone, and XXXX who was very nice. All these I got via XXXX. I was getting disgusted. I waited for the check. XX/XX/XXXX I tried a different tactic and called a branch in XXXX at XXXX XXXX XXXX, got XXXX at XXXX. XX/XX/XXXX I spoke to XXXX at the same number. The story went that the check had been sent. It never arrived here. They then said they would put a stop payment on it and send another ( that also never arrived ). XX/XX/XXXX XXXX got busy with a medical issue. I didn't make any calls. XX/XX/XXXX I called XXXX XXXX and got info that included another department, and that XXXX XXXX closed the cd ( off of a list provided to him from another department ) and sent the money to either Illinois or Oklahoma. That day I spoke with XXXX and XXXX. I was told that XXXX was the person correcting the problem. XXXX at XXXX XXXX XXXX could not help so I called XXXX and got XXXX XXXX. I tried both Illinois and Oklahoma unclaimed funds but found nothing. I even spoke to XXXX at the Oklahoma office for the unclaimed funds. She said that nothing sho wed the XXXX or XXXX name on it. XXXX XXXX said he would track it down. I told him I needed this resolved in 30 days since I had started in the summer and since XXXX the CD was closed and we didnt have the money. XX/XX/XXXX It was 30 day so I called back and XXXX still didn't have an answer. I called for XXXX XXXX ( since he was the last person to see the money and should understand his process ) at XXXX and got XXXX who tried to tell me that I needed " to understand ''. Nope. That popped the last nerve. She got cursed. XXXX and I spoke and he told me that his branch manager sent it to the President 's office resolution team and to call back Tuesday unless they call me. I have never gotten a call from XXXX XXXX, the branch manager for XXXX XXXX, even though I left a request at XXXX. XX/XX/XXXX XXXX XXXX called from XXXX and said the check went to Oklahoma unclaimed property. I had looked there since XXXX ( also looked at Illinois ) and it had not been there. Oklahoma can't find it today. Previously I spoke to a person at the unclaimed fund in Oklahoma who said they show nothing in our name. XXXX and I played back and forth while I called XXXX at the OK Treasurer 's Office. XXXX in Oklahoma said they need the report that came with the money that included the date the money was sent, the name, and dollar amount. XXXX kept saying that she can not give me a copy of the check they sent to Oklahoma. ( She tells me that XXXX XXXX spoke to me. She also says XXXX spoke to me. I have never heard from either of those people. ) XXXX finally said that Oklahoma cashed the check on XX/XX/XXXX. I was told today with XXXX XXXX will call me tomorrow. ( To this day I never have heard from that person. ) XX/XX/XXXX A great thing happened when I spoke to XXXX at the Oklahoma Treasurers Office. She told me that the 5/3 Bank uses a third party clearing house for unclaimed funds so there is no individual item sent from 5/3 to Oklahoma. It goes through a third party named XXXX ( sic ). Oklahoma shows nothing identified as XXXX or XXXX, and Oklahoma has NOT received anything from 5/3 in over one year. I gave that info to XXXX who says XXXX will call me. I left XXXX XXXX a message of the trail for the money. XX/XX/XXXX I got a call from XXXX at the Oklahoma Treasurers Office. The money is in the unidentified ownership fund in Oklahoma. I believe that Oklahoma was able to find it by the amount. I called XXXX to let her know. XX/XX/XXXX I got a call from XXXX on the line that may be recorded and she told me that they resolved the issue. I told her that the entire issue was caused by them, compounded by them, and resolved by Oklahoma. She kept talking about how they sent the money to Oklahoma while I tried to educate her on the clearing house idea. She kept saying that she didnt know about a third party so I told her that if the bank wants to take credit for screwing this all up I was fine with that. I asked how they were going to prevent this from happening in the future to other people and she had nothing other than my issue was resolved. XX/XX/XXXX I sent off the papers to the Oklahoma Unclaimed Property fund. Still no call from XXXX. All along this process I was told that I had to understand or I was misinformed of what happened. I was told that I didnt do what the letters told me to do even though I did. No one was able to pass me on to a place that could help. Even after I got escalated to this presidents problem group I saw that one hand doesnt know what the other is doing. I am almost afraid to total up my phone time on this but I probably will just to see what it turns out to be. I am hopeful that after 4 months my grand daughter will get the money her great grand father put in the CD for her.
Company Response: Closed with explanation

Timely Response

2019-01-23

Orion Twp, MI

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: We deposited a check by mobile deposit. According to the written policy, we were allowed to deposit checks for up to {$7500.00} per day. The amount of the check was {$6900.00}. This was a payment from a commercial customer paying for electrical services. The bank put a hold on this check for 10 business days, which because of weekends and a holiday is almost 2 weeks. This has resulted in incredible hardship for our business as this is 2/3 of our monthly cash flow. According to our customer, the funds cleared their account within 24 hours. So the bank has been using our money for nearly 2 weeks. By phone, they said it was a computer generated hold and there is nothing they can do. The branch manager says they are powerless to change it. I do not believe that a hold on cleared funds can not be lifted.
Company Response: Closed with explanation

Timely Response

2019-01-22

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Company Response: Closed with non-monetary relief

Timely Response

2019-01-22

Louisville, KY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received a notification that my home owners would be in default as it was not paid in XX/XX/XXXX. I went to the bank servicing my mortgage which had an escrow to pay my insurance on XX/XX/XXXX and was told they had hired a new 3rd party to handle these transactions and was having troubles. They contacted my insurance agent on XX/XX/XXXX that it was the bank error and that payment would be expedited. As of XX/XX/XXXX, payment still not received so I have paid in full against my credit card to avoid cancellation which would be on XX/XX/XXXX.
Company Response: Closed with monetary relief

Timely Response

2019-01-20

Castleton, IN

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2019-01-18

Chesney Shores, IL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-01-17

Elsinore, UT

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-16

Big Bend, WI

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with non-monetary relief

Timely Response

2019-01-16

Beckley, WV

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response