FIFTH THIRD FINANCIAL CORPORATION

2018-05-25

Wesley Chapel, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I was late for my mortgage payment due XX/XX/XXXX and didn't realize it because my mortgage was transferred from Guaranteed Rate to Fifth-Third Bank and hadn't had a chance to set up the autopay yet. I never received a phone call or mail regarding my payment being late until XX/XX/XXXX at my work number. Apparently Fifth-Third didn't have my cell phone number on record, probably because the mortgage was transferred from Guaranteed Rate without all of the information. I made a payment over the phone during that same phone call and was told that the late fee could be waived because I was unaware of my being late. I was also given information on signing up for autopay and have already mailed in the paperwork. However, I noticed that my credit score dropped almost 200 points because of this one incident and am VERY upset because this greatly affects my credit for my first and only offense where I was not even notified about it until it was too late. Also, I wasn't reminded about being late via email or mail. Is there any way to reverse the detrimental report to the credit agency? I tried calling customer service already but was told that nothing could be done. I am very upset because I didn't even choose Fifth-Third as my mortgage bank and it was transferred over recently and I'm very upset with this experience.
Company Response: Closed with explanation

Timely Response

2018-05-25

Heritage Creek, KY

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2018-05-24

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2018-05-24

Decatur, GA

Closing an account

Checking or savings account: Checking account

Fees charged for closing account
Company Response: Closed with monetary relief

Timely Response

2018-05-24

Jacksonville, FL

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem with fees or penalties
Company Response: Closed with monetary relief

Timely Response

2018-05-23

Isu, ID

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Closed with monetary relief

Timely Response

2018-05-22

Euclid, 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: Fith Third Bank has reported an amount that is not mine they are unauthorized charges They marked it PAID in the amount of {$1100.00} but the usage still shows 395 % Please remove the usage to 0 % Because if it is paid it should be at a 0 % if this is not removed or corrected i will exercise my rights to the Ohio Attorney General! I have Identity theft on my credit report i am giving you permission to call me to open my report to prove that i have identity theft for the next 6 years. I should no have to go through thousands of disputes and still not have something removed if this isn't removed i will take this to the next level and have the attorney general make this go news media! Please Remove ALL accounts from my credit report so i do not have to take this to legal action.
Company Response: Closed with explanation

Timely Response

2018-05-22

Oxford, GA

Struggling to pay your loan

Vehicle loan or lease: Loan

Lender trying to repossess or disable the vehicle
Complaint: My car was reprocessed on XX/XX/XXXX and I contacted 5 Third Bank on XX/XX/XXXX. I never received a phone call or an inquiry as to any past due balance on my account. I contacted 5 Third Bank and I was told that I had missed a payment in XX/XX/XXXX which was over two years ago. I have made consistent payments of XXXX dollars for the last 6 years on my account online from my XXXX XXXX account online and have made consistent payments that posted on the same day of the month. Not only have I made additional payments of the loan, I called and spoke representative to inquiry about my balance and they always stated that they send me my payment history rather then going over my account over the phone in regards to the payments made. I requested several times to speak with executive relations department about my balance and account and I constantly get transferred or disconnected. I had an issue in XX/XX/XXXXof an illegal reprocession and I was never contacted that I missed any payment on my account. The bank claimed that there was a ceased and assist on my account and I requested the recording of such requests since I never requested no contact on my account. I was also told when there was a reprocession on the account that there was no updated telephone number on the account. I gave them my contacted telephone number and I have never missed any consecutive payments other than there was one partial payment in XX/XX/XXXX and I have made XXXX monthly payments for six years. I was given incorrect information and the bank refused to go over my account. Not only was my car reprocessed the second time, I was not given any paperwork from the agent when I obtained my car and I was told that I will receive a notice within 10 days. I spoke to a representative on XX/XX/XXXX and I was told that there was XXXX balance due and I made a payment for XXXX dollars to retain my car and I was that it was payments from XXXX-XX/XX/XXXX. I made a XXXX. payment on XX/XX/XXXX and I being charged for late fee, repo fees and additional fees by third party company and I being denied complete records of my account and constantly getting nasty rude and unprofessional customer service representative who given incorrect information and payments.
Company Response: Closed with monetary relief

Timely Response

2018-05-22

Charles A Hayes, IL

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-05-22

Lawrenceville, GA

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2018-05-21

Cleveland, OH

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with explanation

Timely Response

2018-05-21

MD

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Complaint: On XX/XX/XXXX I was sent an Installment Loan Final Payment Notice stating a final balance due on my auto loan with Fifth Third Bank of {$830.00}. We expected to owe no more than a few hundred. This total was a shock. After receiving the notice on Saturday XX/XX/XXXX, I called the customer care number of XXXX first think Monday morning, XX/XX/XXXX. I spoke first with XXXX, then escalated to XXXX in customer care. They explained that 19 late charges ( each a ~ {$27.00} fee ) had added up over the life of the loan. All they could do was reverse two charges. Yet, after a detailed account inquiry with them, I am formally submitting a complaint for these reasons : - I was never alerted we owed any late fees - We paid every single payment using the coupon book - We always mailed payment to the Bank prior to XXXX of monthlast day of grace period - On a few occasions when we knew we missed grace period, we included an additional {$30.00} late fee - We were given no way to have the Bank waive the additional fees, but instead were told regulators do not allow banks to work flexibly with people in these situations for fear of favoritism ( my words ) We owed {$300.00} but now still are expected to pay {$830.00}, though we paid every coupon payment in full. This is not acceptable. Please note that Fifth Third sent me this notice on XX/XX/XXXX and I did not receive in the mail until XX/XX/XXXX. I sent in all my payments in the mail with postmark before the end of the grace period. Yet I am penalized for mail delays we see so common, even from the Bank sending this notice to me. The Bank told me todayfor the first timethat I had 19 late payments for this exact reason. I have had a sterling credit history and do not make late payments as a pattern. I thought all along I was playing by the rules and was never told otherwise, until the shock of a lump sum final payment hit, with no reasonable options to sort it out without having the escalate to the Federal Government ( CFPB ). Had the Bank alerted me each time I had a late fee charged for this reason, I would have paid it right away and known not to postmark by the XXXX, but by the XXXX. By extending consumers a grace period ( to the XXXX, in my case ) but then penalizing them for not having received the payment by the grace period date, it is no grace period. It is another way for the Bank to take advantage of its power position in the situation. Yet, the Bank Personnel I spoke with were fantastic and understanding. Community banking practices would have allowed them to remove the fees. Regulating these practices out of our system may feel more fair, but it is actually harmful and slow. The bank should be able to remove these fees after a simple inquiry on its own, without me having to resort to this complaint.
Company Response: Closed with explanation

Timely Response

2018-05-21

MO

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: I am a cosigner on an auto loan with the 5th Third bank. I co-signed the loan in good faith and all auto payments are made on time and the account is up to date. Yet on a daily basis I receive calls from 5th Third Bank trying to collect money for unpaid auto loan balances which don't exist. I signed as a co-signer on a auto loan for my son-in-law and daughter who maintain the account in good standing. I have on a daily basis explained this to 5th Third Bank to no avail. It seems, short of changing my phone number, I'll not be able to stop this attempted false collection of debt without your help. I am harassed daily by the collections department of 5th Third Bank for collection of non-existent debt and yet when checking with the 5Th Third Bank Loan Department by my son-in-law everything is up to date, no overdue payments etc. The bank has threatened reposition of the vehicle if these non-existent overdue payments aren't brought up to date. How this bank can harass an up to date account in this manner I simply don't understand. I actually have little information on this account except I do have the account number which I can provide you if necessary. Any help you can give me in this matter will be greatly appreciated. I am simply tired of the daily harassment by this company.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-19

Mooresville, IN

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-05-19

Newark, NJ

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Money was taken from your account on the wrong day or for the wrong amount
Complaint: I opened an account with Fifth third bank, XXXX XXXX, XXXX in XX/XX/2010. When I opened the account, I was told by fifth third bank that this is a free account and I don't have to pay any monthly or annual fee. Things were working great for almost four years. After four years, I moved to small town in XXXX, Where they don't have fifth third bank. Therefore, I had to open an account in different bank. I was trying to close my account and take all my money out, before I move out from XXXX XXXX, XXXX. I called their customer service and they convinced me to keep open the account. It's safe to have two bank accounts. They also confirmed me that there won't be any monthly or annual fee, Since I have been their customer for 4 years. I kept open the account. Last week, I received a call from fifth third bank and they told me I have negative balance on my account. I told them, when I left XXXX XXXX, XXXX, I had approximately {$3000.00} on my account. How could it be negative? They told me, I was being charge their monthly service fee of {$11.00} every months. Two days later, I called their customer service and they hung up my phone three times. Third time, I was able to talk to their supervisor and he said he can only see my account history for last 12 months and there is nothing he can't do refund money. I asked him whether I could talk to their upper management and get this issue resolved. He said he's not going to brought up this issue to upper management. Then he hung up. I'm extremely shocked and disappointed.
Company Response: Closed with monetary relief

Timely Response

2018-05-19

Bradenton, FL

Other transaction problem

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

Company Response: Closed with explanation

Timely Response

2018-05-18

TN

Incorrect information on your report

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

Account status incorrect
Complaint: Fifth 3rd Bank has listed in credit reports that both my wife and I have missed 8 payments. In fact we have not missed even one without their instructing us that under the modification program we eventually qualified for, we could skip up to 2 Two payments. All other payments were made. In phone communications with them, I was told they were refusing to do anything about the false report until we served them with proof that the credit bureaus contacted them and then gave us 5th 3rd Banks written reply. XXXX immediately removed the false report from their listing. XXXX took my complaint three separate times and only sent back emails stating that the process was completed, but not once reporting what was the reply. In a fourth contact, by phone, they would not give the reply verbally and stated I would get a written copy in 3 to 10 business days. That was over three weeks ago. Now, by phone, they tell me I am no longer able to confirm who I am to begin any discussion of 5th3rds response or what happened to the promised written reply. The History of bad faith on the Bank 's part is atrocious, including attempts to foreclose illegally and refusing to remove PMI as required when debt went way under 80 % of value. Then, after removing it in the modification, they just arbitrarily add it.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-18

Oxford, GA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: We initiated the mortgage loan process the first week of XX/XX/XXXX with Fifth Third Bank. Based on our credit score ( XXXX & above ) for both of us, the bank offered us 4.5 % at that time. On XX/XX/XXXX, we were given a written letter from the bank with a locked in interest rate of 4.500 %, with an expiration date of XX/XX/XXXX. We decided to proceed with this loan and confirmed with the seller of closing date of XX/XX/XXXX. Everything was going smooth until we got the CD ( closing disclosure ) from Fifth third bank on XX/XX/XXXX ( 3 days before closing ), were they changed the promised interest rate from 4.500 % to 5.25 %. This was not communicated with us verbally or in writing prior to that date and was a surprise to us. We inquired about this with the bank and did not get a satisfactory answer. The bank put us in a very difficult situation 3 days prior to our scheduled & confirmed closing. Being that we are first time home buyers and after investing so much money, time and effort into this loan process we could not afford to back out from this at the last minute. We had already incurred many cost and paid deposit money to seller, application fee, inspection fee, appraisal fee, and all initial expense including the insurance. Prior to closing date, we were told by Fifth Third Bank that we did not need to take any money to closing as we were eligible for some discount from the bank and get a refund check ( evidenced by an email sent by them to us ). This was also included in the CD ( closing disclosure ) sent out by the bank. When we reached the closing attorney 's office on closing date on XX/XX/XXXX, we were asked to pay {$1200.00} as closing charge which was never communicated to us verbally or in writing by the bank. We had no other choice and was rather in a bind and were forced to come up with the money 1 hour prior to closing time. At the attorney 's office, we saw that all the documents had new interest rate. The documents were pre-dated, which were not clearly addressed/informed to us until 1 hour prior to the closing. We only received the updated closing document via email one and a hour prior to the closing time. Also Fifth Third Bank initially told us that there was a 0.25 % discount on interest rate if we set up Fifth Third Bank checkings/savings account. Believing everything that they said- we did open the account. Unfortunately with the new rate ( which we were not aware of ), reflected a 0.25 % discount applied to it. We found that out when the attorney 's office called the bank during closing ( as we were signing documents ). We feel cheated and forced into closing with the rate not disclosed to us and also forced us to pay over {$1200.00} which was never communicated to us verbally or in writing until few hours before the closing. The bank was clearly taking the advantage of us being novice home buyers and exploiting our situation.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-17

Columbus, OH

Managing an account

Checking or savings account: Other banking product or service

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2018-05-17

Hollywood, FL

Problem caused by your funds being low

Checking or savings account: Checking account

Late or other fees
Company Response: Closed with explanation

Timely Response

2018-05-16

Cape Coral, FL

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-05-16

MA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: Charges dont add up. Some bills say More some bills say less. This company didnt allow me the opportunity to pay they just ripped the car away from me knowing I got sick with XXXX treatment and other medical and mental health I offered to pay what I can I could no longer work at the time and when I communicated they didnt care. The guy told me Im sorry but Im not the one thats sick no offense so I hung up the phone. How can this statement not be offensive. I have too many issues to deal with this unfair treatment check voice recordings arent all calls recorded? They are liars.
Company Response: Closed with explanation

Timely Response

2018-05-16

OK

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: went to XXXX XXXX to purchase a pick up and they made 8 hard inquiries on my credit.
Company Response: Closed with explanation

Timely Response

2018-05-16

Franklin, TN

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I submitted a complaint two or three weeks ago that does not appear. I suspect it was not filed. Fifth Third Bank violated my privacy and went against their own privacy policy when showing someone else the details of my personal checking account. Since all the accounts are closed, I have asked for statements for all accounts, open to close and keep getting stonewalled. I expect them to send me ALL ACCOUNT STATEMENTS INCLUDING MORTGAGE FROM OPEN TO CLOSE.
Company Response: Closed with explanation

Timely Response

2018-05-16

Orion Twp, MI

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: I obtained a 5/3rd Trio Card in XX/XX/XXXX from branch manager XXXX. Promotion was to spend {$1000.00}. in first 90 days and receive {$100.00} cash. XXXX, branch manager explained in detail that after this criteria was met it was as easy as walking back into this branch and receiving the {$100.00}. XXXX misrepresented the card, saying it would really be an added promotion to an existing 5/3rd card I have, as I was sensitive to the fact that part of my credit score was helped by having the long existing 5/3rd card. XXXX assured this would be the case instead a new start date with a brand new card was initiated, affecting credit score. I did spend the {$1000.00} in the first 90 days. I have gone in now 3 separate times to resolve this, speaking with XXXX XXXX XXXX and now XXXX XXXX. Each trip was over 30 min in length due to each of them not resolving the issue. All 3 state it is clear I have met the criteria, but " corporate or credit division or whoever '' does not show the correct amount of reward points and all have tried to make this correct. Latest visit was yesterday, XX/XX/XXXX to XXXX, manager, who after 40 min took my info and assured that a regional manager would call same day. I provided phone and email, no call or email. I just want to receive the {$100.00} promised to me
Company Response: Closed with explanation

Timely Response