FIFTH THIRD FINANCIAL CORPORATION

2018-08-23

Ivanhoe, VA

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

2018-08-23

Ft Myers, FL

Incorrect information on your report

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

Public record information inaccurate
Company Response: Closed with explanation

Timely Response

2018-08-23

Ocklawaha, FL

Closing your account

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

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

Timely Response

2018-08-23

Norcross, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: This is my 2nd complaint against Fifth Third Bank regarding my daughter, XXXX XXXX XXXX XXXX mortgage account with Fifth Third. I, her dad, have a durable power of attorney to handle her financial matters. As noted in my previous complaint, my daughter is recovering from a XXXX that has caused her to be out of work for over 3 years ; over 3 years ago she had a XXXX XXXX & is still recovering. Also, her house caught fire on XX/XX/XXXX ; Meanwhile, she became delinquent on her mortgage and car loan payments ; her mortgage account is now current but she still needs mortgage payment assistance - so we filed the 1st hardship application in XX/XX/XXXX and we were denied financial assistance because she did not have enough income and some other reasons that were not adequately explained. So on XX/XX/XXXX we filed the 2nd hardship application. We checked the status of the 2nd hardship application on Friday, XX/XX/XXXX, by talking to XXXX XXXX on the phone ; we were told that one of the other reasons we did not get payment assistance on the 1st hardship application is because underwriting tried to qualify my daughter under a Loan Modification Program which is a permanent restructuring of the mortgage whereby terms and/or loan rate is modified to make the payments affordable ; I told XXXX over the phone that it makes no sense to tell me underwriting modified the loan by increasing the terms and the monthly payments increased and that is the other reason why she was denied hardship payment assistance. I asked for a copy of the new payment amortization schedule and was told that it was not available because Fifth Third does keep those documents - I told him that makes no sense because you have to keep an audit trail for all loan modifications. So basically something is not right with what I was told. So I sent the following email On XX/XX/XXXX to XXXX XXXX and CC 'd several other Fifth Third customers service employees. BEGINNING OF EMAIL TO FIFTH THIRD... Hardship Application Please let us know ASAP what the status of the 2nd hardship application is. Underwriter 1. Please have you underwriter send me some type of verification showing that my daughter was denied a mortgage modification because her payments went up when the mortgage term increased and/or the rate was lowered or a combination of both. Like I said to you on the phone, this has to be some new math and I want to see it in writing. 2. Why don't we qualify for the FHA forbearance program? - allows FHA homeowners to roll any missed or deferred payments into the mortgage balance 3. The fifth third website says something a little different than our discussion on Friday ( which made it sound like there are no options available )... note : there was an attachment from their website which is not shown here. In addition, please explain how your mortgage customers can get mortgage payment assistance when they lose their jobs and have no income but my daughter who also lost her job can not. And it appears Fifth Third has tried every possible mortgage payment assistance options available including freezing payments for 3 - 6 months. Short Sale We are not interested in a short sale - due to my daughter 's XXXX ; she wants to remain in her home Job Search My daughter is actively looking for a job. Fifth Thirds Reemployment Program Also, can you give us more information about Fifth Thirds Homeowner Reemployment program ( https : XXXX ) to help mortgage borrowers find jobs. END OF EMAIL TO FIFTH THIRD The above email was sent on XX/XX/XXXX and so far no one has replied to my email ( today 's date is XX/XX/XXXX ). So today, I called to get a status update on the 2nd hardship application ( filed on XX/XX/XXXX ) and I was told by XXXX XXXX that the 2nd file was never opened! So I said it sounds like Firth Third dropped the ball again - she did not like that answer. But here is the reason I was given... the 2nd hardship application ( filed on XX/XX/XXXX ) looks like it came in on the same day the 1st hardship application was denied so it looks like the 2 applications got mixed up!!! I said XXXX that makes no sense because each application should have a time stamp when it came in and/or a separate case/tracking # for each occurrence ( so if there was a third hardship application, how would they not get that one mixed up and make the wrong decision to close the file and meanwhile the borrower is struggling ). She basically did not have a reasonable answer for this screw-up. So she told me to call back in 3 days to see if the file was opened. Unbelievable that a large company with a ton of people can operate this way. This is a similar experience that I pointed out in my first complaint stating that we never received any mail explaining that my daughter 's house was going to foreclosure because Fifth Third sent all of the mail to the wrong address. But to their credit, they admitted it was their error. But my daughter would have lost her home to foreclosure over this small overlooked detail had I not taken a second look at the hardship application to see that I gave them the correct mailing address. This is why I am writing these complaints - our family could have been totally devastated financially because of poor customer service and I am even more upset about this latest Fifth Third oversight which adds another delay to processing the 2nd hardship application. I would not doubt if other Fifth Third customers lost their homes and are suffering because of poor customer service. Hopefully Fifth Third will improve their processes.
Company Response: Closed with explanation

Timely Response

2018-08-22

Devon, KY

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2018-08-22

Carver, MA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We received an annual escrow account statement in the mail. I opened it to find out that my mortgage was going to increase {$520.00} per month if I did not pay my bank {$3500.00} that they said I owed to my escrow account. If I paid the {$3500.00} then it would still increase by {$220.00} per month. I immediately thought that this was an error so I contacted my mortgage advisor to discuss the situation. After reviewing with him and with my wife who used to work in an accounting firm, we found the cause of the problem. There were actually 2 problems. One was that the bank had projected us to have two hazard insurance payments next year. The other was that we were projected to pay tax to a town that we did not live in. Some how when projecting our tax payments someone inputted our tax payments as being owed to the town of XXXX, MA. I live in XXXX, MA and do not owe taxes to the town of XXXX. Even the projected amounts have shown to not be paid. The problem here lies in the fact that I have paid the town of XXXX their 4 quarterly tax payments throughout XXXX and XXXX for the year in question, but we had one payment projected to the town of XXXX in XX/XX/2018. This is where we have an issue. The bank is not only projecting that we will owe 5 quarterly payments next year, but they also are deducting {$1200.00} from escrow account based on a projected payment to a town that I don't live in. This statement was created and in early XXXX and they used projected amounts to deduct from our escrow balance as well as project future escrow payments. So now we are being deducted an extra {$1200.00} from city tax to a town that we do not live in, being projected to pay an extra quarterly tax payment next year ( that would be 5 quarterly tax payments ), and being projected to make an extra hazard insurance payment next year. After calling multiple people in many different departments who could not see all of my information in front of them at one time, I was finally forwarded to XXXX. She is a supervisor in the mortgage department at my bank. She took very detailed notes because, she too, could not have access to all of my information. She was planning to take this information to review to have my escrow adjusted to reflect the correct deductions and payments. She repeated everything back to me and it sounded like she understood what I was saying. I have no doubt that XXXX understood what the complaint was and what needed to be done to rectify the situation. I received a statement in the mail in the meantime that reflected our new payment of {$3100.00}. On this statement at this time on XX/XX/XXXX my Account Information reflected that we had an escrow balance of - {$150.00} ( that would be a negative balance ). A couple of weeks passed and XXXX and I had played phone tag for a little bit before a man named XXXX contacted me. I was heading into a meeting with clients and asked him to just give me quick details of what was determined. He stated that our escrow account had been reviewed and they determined we were - {$1800.00} in our escrow account and if we did not pay that amount up front that our new payment would be {$2900.00} per month and if we paid it in full that our payment would be {$2700.00} per month. I told him that I had questions because the negative amount did not sound correct due to what we previously had discussed with other agents and what was reflected on our bill. He called me back today theXX/XX/XXXX and tried to review the statement with me. He gave me the link to see the new escrow statement and its projections. The town of XXXX is still on our current year statement as a projected tax payment for the amount of {$1200.00}. It did not appear to be in next year 's projected payments, but is definitely being deducted from our escrow account to reflect that we owe more to our escrow account than should be. The extra hazard insurance payment had been removed, but the town of XXXX was still in my statement. I tried to convey this to XXXX, but he continued to interrupt me and talk over me to try and close this issue. He told me that the town of XXXX was not being taken into consideration even though it was reflected on the legal account spreadsheet that was made available to me through the website. I tried to run through the math with him, just on the spreadsheet that was provided for this year 's escrow statement. He continued to jump around and try to say that payments that we made into escrow for the month of XXXX couldn't be taken into consideration because another payment came out first. The conversation became heated and I asked to be transferred to his supervisor. He said that he is the supervisor. I asked him to transfer me to his boss, at which point he stated that he is the boss. There was a lot of confusion going on at that point which I did not take personal, but when he told me that there was no one to transfer me to cause he was the top person there, I knew that he was going to be an issue. At this point I asked him to transfer me to his boss, that I know he has a boss, or I would be taking this complaint to the Consumer Protection Financial Bureau. I have been on numerous phone calls with numerous people, making sure that my previous insurance was cancelled, making sure that my address was logged correctly, and verifying my address information with multiple people. I have jumped through all of the hoops that they asked me to jump through, and spent valuable time out of my day and away from work to get this situation cleared up. I had no problem with dealing with the bank until I was sarcastically told that there was no one higher than XXXX. I just need this town tax issue cleared up and I think that my problem will be corrected. I will attach all documentation that I have from the older escrow statement, my last mortgage statement, and my revised escrow statement.
Company Response: Closed with explanation

Timely Response

2018-08-22

Goodlettsville, TN

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2018-08-22

Akron, OH

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: I have written dispute letters to XXXX, XXXX and XXXX and the creditor in regards to derogatory and negative closed accounts that are on my credit report. All letters were notarized and sent via certified mail starting in XX/XX/2018 and 30 days after each letter was received by the credit reporting companies in XX/XX/2018 and XX/XX/2018 and to the creditor on XX/XX/2018. The credit reporting agencies are saying they have verified the items but are not able to provide me with original documentations ( consumer contract with my signature ) showing that these accounts were indeed open by me. Nor are they responding to my request to state who verified these items and the method used for verification as required under Section 611 ( a ) ( 7 ) FCRA states that credit reporting companies must have a copy of the original creditors documentation ( a consumer contract with my signature ) on file to verify that this information is mine and is correct as required by Section 611 ( 5 ) ( A ) of the FCRA. All creditors have sent me letters they do not have any original documentation. But have not removed accounts from my credit reports
Company Response: Closed with non-monetary relief

Timely Response

2018-08-22

Elgin, IL

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Complaint: I have filed a complaint against Fifth Third bank on XX/XX/XXXX complaint # XXXX. Fifth Third responded on XX/XX/XXXX with no explanation for freezing my bank account without doing any investigation of funds, The funds are clearly protected funds I have no other source of income. Fifth Third banks failure to research and do a 60 day look back and review my accounts has cost my family thousands of dollars. I am supporting XXXX minor children on a fixed income after my wife past away on XX/XX/XXXX. I am also on XXXX. Fifth Third neglected banking duties. Costing my family thousands of dollars in legal fees. This all could of been avoided if Fifth Third did a investigation before freezing the account. Fifth Third Bank has not taken any responsibility to my complaint # XXXX and has not offered any resolution to miss management of my funds.
Company Response: Closed with explanation

Timely Response

2018-08-21

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with monetary relief

Timely Response

2018-08-21

Vienna, NC

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Closed with explanation

Timely Response

2018-08-21

River Forest, IL

Managing an account

Checking or savings account: Savings account

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

Timely Response

2018-08-21

Cleveland, OH

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2018-08-20

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Ive been having issues with 5th 3rd ( the bank ) since its inception taking over my mortgage loan from the previous loan servicer. First, the bank failed to calculate my escrow account balance correctly by missing the begining balance, then the bank failed to calculate the interest payment required of escrow, now it simply refuses to properly apply payments ( as a result of its own internal failures applying payment ). The bank has falsely reported to credit unions that I have missed payments, when in fact its the banks own failure applying payments. In the end, now my credit report is filled with errors and the bank os requesting extra payments for previous payents ( made 1 or two dayd before due date were improperly applied ).
Company Response: Closed with non-monetary relief

Timely Response

2018-08-20

Columbus, GA

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
Complaint: I am a victim of identify theft and i have been trying to get inquires and other debt collections off my report for months and no luck and i continue to get credit inquires on my credit report XX/XX/18 XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/18 AND XX/XX/18 XXXX XXXX XXXX XX/XX/18 XXXX, XXXX XXXX XX/XX/18 XXXX XXXX XXXX XX/XX/18 XXXX XX/XX/18 XXXX XXXX XXXX XX/XX/18 FIFTH THIRD BANK XX/XX/18 XXXX XXXX XX/XX/18 XXXX XXXX XXXX XXXX XX/XX/18 XXXX XXXX XXXX XX/XX/18 XXXX XXXX XXXX XX/XX/18
Company Response: Closed with non-monetary relief

Timely Response

2018-08-20

Euclid, OH

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Company Response: Closed with explanation

Timely Response

2018-08-20

Cape Coral, FL

Problem caused by your funds being low

Checking or savings account: Checking account

Late or other fees
Company Response: Closed with monetary relief

Timely Response

2018-08-19

GA

Problem when making payments

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

You never received your bill or did not know a payment was due
Complaint: After scheduled payments were terminated by the Fifth Third Bank, they failed to contact me or alert me that my account was delinquent and accumulating late payment charges!
Company Response: Closed with monetary relief

Timely Response

2018-08-17

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
Company Response: Closed with explanation

Timely Response

2018-08-17

Cordova, TN

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: on XX/XX/2017 my wife and I were approached by XXXX through my phone ... they told us that they were in business with XXXX XXXX and that SXXXX XXXX gave them our Information ... So they went on to say that they could have us get inventory through Thousands of Manufactures..without paying XXXX stocking fees , and XXXX said the Manufacutures dont get paid until you get paid ... .that was the first lie we later found out that we paid the money upfront when a customer purchased IN OUR STORE THROUGH XXXX ... .so we had to pay for product first through XXXX website before XXXX would even consider releasing the money ... and then when we paid upfront throgh XXXX the manufacture got all their money ... and we had to wait to be paid through XXXX to release the money to us ... XXXX lied and said they had online Coaches that were their to train us ... said we could easily make XXXX plus a month ... said Because your With XXXX XXXX ... were here to help you to Suceed ... we had no one to help us with learning the program after we paid XXXX to XXXX ... .And as we speak we have sold only 1 product ... NO training, and so we told the credit card company FIFTH Third Bank ... they reversed the XXXX and then the following month reversed it and put it back on our card after we shared with them that we did not get the service st all that we paid for,,, We new that XXXX was doing their job at all ... they later told us to figer it out with videos that were old to learn ourselves after we paid the XXXX ... .Their attitude totally changed..so we were forced through Fifth Third Bank to pay the money ... .and so we later found out that their Manufactures dont have a lot of supply of product they may have 8 items but there may be thousands of sellers downloading that same 8 items in their store on XXXX ... so when a client did want to purchase i was told that the product was gone no longer available and this will get us shut down quickly with XXXX ... look at all the XXXX reports of the people who filed on XXXX ... we told FIFth third please put back on card but we were denied ... .SO just recently these same people were indorsed by XXXX XXXXk and of coarse XXXX XXXX HAVE BEEN SHUT DOWN AS OF XXXX XXXX ... FTC CAME IN AND CONFISCATED THEI ENTIRE SCAM ... XXXX WAS ON THEIR WEBSITE FOR ALL OF XXXX XXXX CLIENTS ... THEY XXXX WAS ENDORSED BY THESE THIEVES XXXX XXXX ... SO I INFORMED FIFTH THIRD ABOUT THE RECENT HAPPENINGS..AND WE WERE TOLD ... THATS A OLD CASE AND THERE IS NOTHING WE CAN DO ... AGAIN I SAID NO THIS IS FRAUD AND SO THATS WHEN FIFTH THIRD SAID WE WILL LOOK INTO IT ... BUT I HAVENT HEARD AT ALL FROM THEM ... NO WE WERE RIGHT IN XXXX OF THIS YEAR WHEN WE CALLED FIFTH THIRD TO SAY PLEASE THERES SOMETHING NOT RIGHT WITH COMPANY WE ARE NOT RECEIVING THE SERVICES THAT WE PAID FOR ... AND NOW TO KNOW THEY WERE IN WITH XXXX XXXX XXXX WHERE WE INVESTED IN XXXX FOR XXXX XXXX XXXX ... AND THEY RECOMMENDED XXXX ... .NO RED FLAG AGAIN ... RED FLAG OUR GUT FEELING WAS RIGHT MONTHS AGO ... GIVE US OUR CREDIT BACK ON CARD ...
Company Response: Closed with explanation

Timely Response

2018-08-17

Pittsboro, IN

Fees or interest

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

Problem with fees
Company Response: Closed with monetary relief

Timely Response

2018-08-17

KY

Getting a credit card

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

Card opened as result of identity theft or fraud
Complaint: This account was opened fraudulently as a result of identity theft i have asked that the 2 accounts at fifth third be closed and any information associated with these account be removed from my credit files. The company Insists I made these charges because someone made a cash advance at a bank using my ID an SS number which was stolen from the wallet I lost months prior and was used to open the accounts with fifth third in the first place which they don't seem to understand. I have filed an identity theft report with the federal trade commission and including an advidaft of Identity theft with this complaint. I have also submitted this document to the major credit bureaus and reported the identity theft aswell i did not open these accounts and will not stop till my good name is cleared.
Company Response: Closed with explanation

Timely Response

2018-08-17

Owensboro, KY

False statements or representation

Debt collection: Payday loan debt

Attempted to collect wrong amount
Company Response: Closed with non-monetary relief

Timely Response

2018-08-17

Valparaiso, IN

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2018-08-16

Belleair Blf, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response