FIFTH THIRD FINANCIAL CORPORATION

2018-06-19

Fink, TX

Incorrect information on your report

Vehicle loan or lease: Loan

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-06-19

MO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My monthly mortgage payment is {$1100.00}. Starting in XX/XX/XXXX I established bi-weekly payments via my Mortgage Lender 's ( 5/3 Bank ) online payments portal in the amount of {$670.00}. This was done to pay down the principle more aggressively, thus decreasing the time period and balance on which the interest was accruing over the life of the loan. 5/3 Bank called me in mid-XX/XX/XXXX regarding the bi-weekly payments and how I intended for those to be applied to my account. I explained to the representative on the phone that the bi-weekly payments of {$670.00} were to be applied to the principle first, followed by T & I and escrow. Based on this, I was over-paying my principal by ~ {$170.00} each month. The rep on the phone stated that he understood and would note the request on my account. From that point, I received monthly letters ( sometimes 2/month ) from 5/3 bank, indicating that they did not know how to apply my bi-weekly payments. The letter provided a fax number and stated that I should fax written instructions to the bank to explain how I would like my payments to be applied. Per the instructions, I faxed written instructions to 5/3 bank regarding my bi-weekly payments on XX/XX/XXXX. Since then, I have received 3 more letters and 2 more phone calls indicating that 5/3 did not know how to apply my payments. During each of the calls I was told that I was late on my payments, which was never the case. Last Friday, XX/XX/XXXX, I called customer service to clear this all up. The first contact I spoke to, XXXX, hung up on me after I explained my issue. The second contact I spoke to informed me that the 5/3 bank mortgage servicing system CAN NOT accept bi-weekly payments and that payments received that are less than the amount sit in an 'un-applied funds ' account until additional payments, summing to the total amount due are received. So, 5/3 bank 's mortgage servicing system is preventing me from paying down my mortgage more aggressively, thus forcing me to pay the full interest amount over the life of the loan. Per the second customer service rep I spoke to, and her supervisor, 5/3 previously contracted a third party service provider who accepted bi-weekly payments, but due to that service contract 's termination, 5/3 bank mortgage customers CAN NOT submit bi-weekly payments. The supervisor went on to inform me that there is no way for the bank to manually apply payments on a bi-weekly basis. Thus I have no choice but to pay the entire foretasted interest amount over the life of the loan. The 5/3 bank reference number for the call is : XXXX The bank has continually harassed me with letters and phone calls regarding this. Furthermore, the letters are signed by " XXXX XXXX XXXX '' - Senior Vice President. Based on my research, XXXX XXXX has not been an employee of the bank for over 2 years. This letter is misleading and appears to put ownership of this department on a former employee, which may not be illegal, but it is certainly shady. Not sure how their IA department hasn't caught that one. As a former XXXX with extensive experience in CFPB regulations, specifically XXXX XXXX, this is appalling. The bank has harassed me, ignored my requests, and continued to service my account in a manner that is different than what has been instructed by me, the consumer. This must be corrected immediately. I can not imagine how many other consumers have been negatively impacted by this. Please do not hesitate to call or email me with regard to this issue.
Company Response: Closed with explanation

Timely Response

2018-06-19

MS

Closing an account

Checking or savings account: Checking account

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

Timely Response

2018-06-18

Roswell, GA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2018-06-18

Tampa, FL

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2018-06-17

Williamston, MI

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2018-06-17

Taft, OH

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I deposited around usd 1500 at atm location XXXX on XX/XX/2018 at XXXX in XXXX , Ohio - aid:XXXX ( deposit exception record ). XXXX XXXX or its employee took this money and is not giving me this money.
Company Response: Closed with explanation

Timely Response

2018-06-16

OH

Fraud or scam

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: I was selling furniture on XXXX. And I got a check and deposited it. But they send a amount more than the furniture because they wanted me to send the rest to the movers. So I did by using XXXX on my bank account all and the check bounced 3 days later. But the check funds were in my account before the check bounced. So they money I sent was my money. I called the bank and they said they cant do anything because I did everything. The bank is fifth third. No one told me that a check can bounce after it was already funded in my account.
Company Response: Closed with monetary relief

Timely Response

2018-06-16

Evanston, IL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I currently bank with Fifth Third Bank ; on XX/XX/XXXX there was {$4.00} in the account ; on the XX/XX/XXXX I bought a hamburger for {$4.00} at XXXX 's using my 5/3 debit card leaving the account with {$.00}. On XX/XX/XXXX in the morning, I made a mobile deposit of {$630.00}. {$100.00} was immediately available ; I checked my checking account balance and the available balance was {$100.00}. On XX/XX/XXXX there was a payroll deposit of {$1800.00}. I checked my balance and as XX/XX/XXXX these transactions had already posted to my account : deposit of {$630.00}, debit of {$4.00} and debit for {$180.00} leaving me with {$440.00} balance positive ; when I again checked my balance on XX/XX/XXXX, I noticed that there was a credit from my 5/3 cc as overdraft protection for {$100.00} and an overdraft fee of {$12.00} ( because overdraft was activated ). I immediately called 5/3 customer service for an explanation for the overdraft credit from my 5/3cc and the {$12.00} fee. This is what XXXX IN CUSTOMER SERVICE TOLD ME : that although the {$630.00} deposit was accepted XX/XX/XXXX, and {$100.00} was immediately available, there was already a negative balance of {$89.00} because my car insurance payment of {$180.00} was already shown as pending! There was no indication on XX/XX/XXXX that my account was negative! According to XXXX I had until XXXX XX/XX/XXXX to make account positive! I did not even know the account was negative since my on-line balances did not reflect a negative balance ; on XX/XX/XXXX XXXX XXXX 5/3 bank made the remaining {$530.00} from the {$630.00} available debited by 5/3 cc the overdraft and charged the {$12.00} overdraft fee! All this was done without my knowledge and without any indication my account was negative, so I could make provisions to make the balance positive. What 5/3 does is debits first and credits afterward so they can charge overdraft fees!. I thought that was illegal! This is not the first time this has happened with 5/3! I need to know why 5/3 thinks it can get away with these practices! Please advise on results of your investigation. XXXX did waive the {$12.00} fee. My complaint is about 5/3 illegal and unfair practices. Please advise.
Company Response: Closed with explanation

Timely Response

2018-06-15

Spring Hill, FL

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Transaction was not authorized
Complaint: Established a business checking with 5/3 Bank XX/XX/XXXX-recommended by 5/3 to sign up for credit card processing. Was told by 5/3 account was declined. For 2.5 years 5/3 branch staff never admitted they knew what the abbreviation on my statement was for charges of {$140.00} monthly for XXXX ACH billing were. In XX/XX/XXXX returned to branch again regarding fees. Was advised to open a merchants acct thru them. Their rep advised me when she came out & I ask her about the abbreviations, she called & learned I had already a merchants account. That had been in place since XX/XX/16 which cost me! XXXX monthly. Never received a credit card terminal, never received 1 billing statement. Was advised I had a open acct with XXXX now XXXX. I must contact them directly to resolve receiving my refund request for mothly fees. As we have our Merchant processing thru another company along with a terminal, we had in place already when starting new relationship with 5/3. Again never received any equipment, no contract, no monthly statements. After 15 days allowable processing time required, still havent received any refund we calculate 30@XXXX= XXXX. Today was the agreed date for restitution and or explaination on there plans for resolution. Cust service rep stated the notes indicate their intent to refund {$250.00} but the back office hadnt signed off on it yet. This is major fraud. Please assist in anyway possible. Ive contatced 5/3 on sevral levels along with their processing company XXXX now dba XXXX.
Company Response: Closed with monetary relief

Timely Response

2018-06-15

San Francisco, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Fifth Third Bank does not have an effective compliance management system. In it's Supervision and Examination Manual, the CFPB expressly defines an institutions consumer complaint resolution process as a principal component necessary in establishing an effective compliance management system. Fifth Third Bank specifically does not have a clear and transparent publication of its consumer complaint management program to the public through its public website : 53.com. A search for " complaint '' in it's search box on the website does not yield any form of online ability to submit a complaint or how complaints work at 53.com. A search of the site map for the website also yields no clear and transparent publication of a consumer complaint program. Financial institutions should all have publicly available online forms to submit complaints which 53.com does not even address.
Company Response: Closed with explanation

Timely Response

2018-06-14

Albion, NY

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: My original loan was for {$7800.00} and I've paid all but {$4300.00} of it. I have made large payments up to the amount of {$800.00} at a time. I asked for a loan deferment for the months of XX/XX/XXXX and XX/XX/XXXX because I was having a XXXX and was never sent the paperwork for it despite calling numerous times and asking for it, but I was charged the fees for XX/XX/XXXX and XX/XX/XXXX and XX/XX/XXXX for the deferment. They also automatically withdrew amounts from my bank account without my consent for 3 months. And now they're beginning their harassing phone calls again. They call me five or more times every day.
Company Response: Closed with explanation

Timely Response

2018-06-13

Nyc, NY

Closing an account

Checking or savings account: Other banking product or service

Can't close your account
Complaint: When set-up, my checking account had an associated address with a family member in XXXX, XXXX and was later changed to my address in XXXX, XXXX. I completed a change of address form when moving to XXXX, XXXX. The family member address in XXXX, XXXX continued to receive my account statements with my account information. I closed my account with Fifth Third in XX/XX/XXXX while at the XXXX, Ohio address on file. I continued to receive account statements even though my account had been closed for over 2 years. I went to a branch and had the branch manager confirm all accounts were closed in XX/XX/XXXX. In XX/XX/XXXX, another family member received a debit card in the mail for an account in my name in XXXX XXXX, XXXX. Even though my account has been closed since XX/XX/XXXX, my personal account information has now been sent to two addresses that were not associated with my account. I am concerned as to where else my information may be sent and also that Fifth Third has set-up fraudulent accounts in my name.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-13

Highland Park, IL

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with monetary relief

Timely Response

2018-06-13

Columbus, OH

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with non-monetary relief

Timely Response

2018-06-13

Orion Twp, MI

Incorrect information on your report

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

Complaint: I only have one account open with 53rd Bank and my credit report is showing that I have 2 open accounts. I've called 53rd Bank several times to have this fixed and they keep transferring me to different from customer service, to loans to collections and back to customer service.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-13

Louisville, KY

Attempts to collect debt not owed

Debt collection: Other debt

Debt was paid
Complaint: XXXX XXXX XXXX XXXX based in Ohio is a debt collector that garnished my wages on XX/XX/XXXX from my employer. I contacted them and they informed me they had a judgement from XX/XX/XXXX. I told them I was not aware of any court dates and have never signed for any certified letters from them. They said they were collecting for 5/3 bank from a account I had back in XX/XX/XXXX that was closed XX/XX/XXXX. The account was closed due to 5/3 overcharging customers for overdrafts and there was a class action settlement in XX/XX/XXXX that I was part of regarding 5/3 unlawful banking frivolous overcharges. I submitted the correct paperwork to be in the lawsuit that was finalized in XX/XX/XXXX. I called 5/3 on XX/XX/XXXX and told them about the debt collection agency putting a wage garnishment on my check and they said they never sold the debt to XXXX XXXX XXXX they said XXXX XXXX XXXX bought the debt and XXXX XXXX went out of business and XXXX XXXX XXXX probably bought it from them. XXXX XXXX XXXX said they don't buy debt and they are collecting for 5/3. 5/3 said my checking account was part of the settlement and XXXX XXXX XXXX should not be collecting for 5/3 since it was paid out in the settlement the balance should be XXXX for overdraft charges. I was part of the XXXX XXXX dollar lawsuit in XX/XX/XXXX. I submitted my info to the XXXX web site in XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-06-13

Chicago, IL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-06-12

Main Office, VA

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: On or about XX/XX/XXXX, I received notice from Fifth Third Bank ( 5/3 ) that my mortgage was in foreclosure. I was shocked and confused as my mortgage is paid automatically every month via my XXXX checking account. When I checked my bank statements, every check had been cashed. As I later learned, 5/3 had cashed my mortgage payment, but refused to apply it to my loan because there was a shortfall in the escrow account of approximately {$80.00}. As of about XX/XX/XXXX, 5/3 said that I had missed 2 payments ( both due to same process ). However, I still had not received a reimbursement of my 'non-applied funds ' so had no idea that my two payments of {$1500.00} had not been applied, NOR did I have the use of that money, since the payments were cashed by 5/3! I received the first of these reimbursement checks literally one or two days after this happened. It was dated XX/XX/XXXX - and this was about XX/XX/XXXX! I had not received a call or an email on this IMPORTANT matter so I immediately called Fifth Third, and was told by a VERY rude and condescending representative that they sent me a letter. Unfortunately, I missed this 'letter ' because I receive SO MANY SOLICITATIONS from them asking me to refinance my loan, that I have essentially been trained to ignore them. Mind you, this notice was sent in the exact envelope that their junk mail was in - it was not marked any differently than a solicitation. After numerous calls and long hold times, I was told that they don't email regarding a foreclosure ( although they emailed me about other topics so they had my email address ), and they tried to call me, but that the phone was disconnected. It wasn't - they had my phone number incorrectly documented in their files. In late XX/XX/XXXXor early XX/XX/XXXX, someone came to my door and asked my name and confirmed that I was living in my home. I asked what it was about, and he said it was no problem, just that 5/3 was confirming that I lived there. I asked again if everything was ok, or if I needed to do anything and he said no that it was just routine. In hindsight, I should have called 5/3 to verify, but he reassured me that all was fine. I double checked my bank and confirmed that my checks had been sent on time and had been cashed ( and I work two jobs and am a single mom ), so I went about my day. So apparently 5/3 was willing to PAY someone to come here to see if I was living in my home, reassure me that nothing was wrong, but couldn't be bothered to send an email, or send a letter that presented as something other than their standard bi-weekly solicitation, or do a quick google search or phone book check to get my correct phone number. I'm listed. I have had my mortgage with 5/3 since XX/XX/XXXXand have never missed a payment, nor have I ever been late for a payment. 5/3 reported to the credit bureaus that i had two payments that were past 30 days late, so my credit rating plummeted about 200 points!! I requested from the supervisor to have those reports rescinded once I paid all their penalties and immediately transferred them both of my payments. At this point, I am still out of pocket FOUR mortgage payments. I have called and attempted to escalate and was repeatedly denied. I am appalled at the treatment that I received and will NEVER do business with this company again. After more than a year of working two jobs, I finally have restored my credit ( but still have 2 mortgage payments past 30 days showing up ) to the point that I can refinance my mortgage. Even if it costs me a little more to refi - I don't care - it will be worth it to get away from this disreputable and ANTI-customer service company.
Company Response: Closed with explanation

Timely Response

2018-06-12

Georgetown, IN

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Approx XX/XX/XXXX, fraudulent charges against my bank account began to apply. The amounts varied from {$40.00} to {$200.00}. They hit several times a day, and have hit every day. I called the bank Friday Morning to address and stop. The bank just keeps paying them. they all start with the name 'XXXX B ', and then 20 random digits, followed by my full name, and the date. Even though the account went overdrawn several days ago, the funds are still being transferred out, simply driving the account further under. I have called 3 times, Bank ( Fifth Third ) refuses to prevent the charges, says the only action they are willing to take is close my account. My Mortgage is linked to that account, all my utilities, my credit cards. This almost identical situation happened a little over a year ago, and it took MONTHS to finally get things running smoothly. I had to spend 8 months chasing my Tax refund because it was somehow miss-routed and paid to the closed account, and then just 'disappeared '.
Company Response: Closed with explanation

Timely Response

2018-06-11

Colfax, IN

Took or threatened to take negative or legal action

Debt collection: I do not know

Threatened to sue you for very old debt
Complaint: XX/XX/XXXX My brother called me urgently to say someone from a firm called XXXX XXXX XXXX XXXX XXXX had called him and needed me to contact them urgently about debt collection. I called them with my case number and spoke to a XXXX XXXX, a paralegal from this firm in XXXX, XXXX ( at least that is the name he told me ) he proceeded to tell me by telephone that I was being given a summons/complaint against me for not paying debt to Fifth Third Bank that was from XXXX and we are in XXXX, and in my state of XXXX the statue of limitations is 6 years. He proceeded to tell me the statue of limitations is 7-10 which is a lie. The only debt that comes to mind is something that I already paid off that same year in XXXX and paid in full, meaning the debt was already settled. But he tried to convince me it wasn't, when I told him I had been out of the country for 10 years and can not confirm this debt and to please provide me documentation he told me that they had been sending it to my residence, and address I haven't lived at for more than 10 years with a drivers license that opened the bank account, he had my social security number and told me they had been sending letters for months. I told him I do not reside nor have I resided there, and I had been out of the country and this could possibly be identity theft, he then proceeded to become very aggressive, using profound language and told me that if that this will become a misdemeanor on my credit report, that when we go to court I will have to pay attorney fees, plus the amount, and also if I can not pay they will put a lean on my wages, repossess my car, tax on bank levy because this account had become delicuent and Fifth Third Bank in ohio was demanding repayment. When I told him I wanted debt verification in written form he told me it would be at the courthouse in XXXX county, XXXX, and I could pick up all documentation there. I told him maybe it was best he could speak to my lawyer, and he became even more aggressive and insulting in which I had to ask him to please calm down and the way he was speaking to me was inappropriate very aggressive. He gave me not details on the account and only told me it was passed on to them from {$620.00} at the bank and now with interest was at {$1400.00} but would not provide me any proof of debt verification. Finally, I asked him what my options were and he said I am only calling to tell you that this will be filed in court by next week, in which I still did not have confirmation of why I was being sued and for what for. I proceeded to ask if a settlement was possible in which he changed his tone immediately and I told him I do not have the money to pay which he said he would be happy to do a three way call with a relative who I would have to borrow from to explain the same thing he told me. He then had his " administrator '' XXXX XXXX, send me a docu sign, with grammatical errors and incorrect dates and also asking for my credit card information and also the three digit code on the back to be paid to a XXXX XXXX XXXX. I told him I needed until Monday to review and speak to my relative so he sent me a " settlement demand proposal '' and proceeded to tell me that as soon as I pay, my credit score will be changed and told me I should take out a credit card to help my credit score, and then told me that I can write off the interest that I pay from the accumulation on my taxes which does not have any relevance. I have taken the time to research my legal rights, contact various lawyers that sue for illegal debt collection, who have all told me that this firm has broken the law and is not legal, this firm doesn't even have a website, and the people I supposedly spoke to are no where on the internet, I couldn't even find this name on the internet anywhere. I looked up the address listed on the settlement proposal for the firm, and it belongs to car accident attorney firm that is not even close to having the same name as this debt collection law firm. I have mailed a debt collection verification letter to the address provided, and also scanned and faxed to their number they gave me. However, I am sure that this is not a legitamite debt collection agency, and also I am sure that I do not owe any debt to fifth third. Firm is called XXXX XXXX XXXX XXXX XXXX address XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, phone : XXXX XXXX and fax : XXXX XXXX, if it is legitimate upon receiving my debt verification letter they will need to verify my debts and then can proceed.
Company Response: Closed with explanation

Timely Response

2018-06-11

FL

Fees or interest

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

Problem with fees
Complaint: I have a credit card from XXXX XXXX. I have requested them to 'auto pay ' my entire statement balance every month so that I do not have to pay interest charges. I first made this request in XX/XX/XXXX. I soon realized that their auto pay department is paying only {$35.00} from my XXXX XXXX XXXX checking account to my credit card. I had another round of discussion with them ( first over email and then over the phone ) on XX/XX/XXXX. I once again asked the 'auto pay ' team to pay my entire statement balance automatically every month. Today ( XX/XX/XXXX ) I again realized that they are paying only {$35.00} every month and charging me interest for the rest.
Company Response: Closed with monetary relief

Timely Response

2018-06-11

Cleveland, OH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-06-11

Englewood, OH

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Problem using the card to withdraw money from an ATM
Company Response: Closed with explanation

Timely Response

2018-06-09

MI

Incorrect information on your report

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

Account information incorrect
Complaint: XX/XX/2017 we tried to refinance our home with the student loan and 5/3rd home equity. We weren't able to because 5/3 reported that our home was in foreclosure. I tried several time to contact someone to help me. Final after being on hold for 3 hours and transferred to 15 different people. I finally got someone to talk to me. 5/3rd admitted my credit report was incorrect and sent me a letter. Then I started the refinance process again and was on hold with XXXX trying to prove what the letter said from 5/3rd bank was correct. I finally got the re-finance to got thru. I have a statement stating that I owe {$26000.00} and 5/3rd bank says the pay off balance is {$31000.00}. Once again i'm on hold with the bank for about 2.5 hours with no resolutions and no reason why.
Company Response: Closed with explanation

Timely Response