FIFTH THIRD FINANCIAL CORPORATION

2018-05-16

Bradenton, FL

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with fees charged
Company Response: Closed with explanation

Timely Response

2018-05-15

Naples, FL

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with non-monetary relief

Timely Response

2018-05-15

Cincinnati, OH

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

2018-05-15

Charlotte, NC

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Company Response: Closed with non-monetary relief

Timely Response

2018-05-15

Alachua, FL

Other features, terms, or problems

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

Problem with balance transfer
Company Response: Closed with monetary relief

Timely Response

2018-05-15

Charlotte, NC

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-05-14

Pikeville, NC

Improper use of your report

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

Reporting company used your report improperly
Company Response: Closed with explanation

Timely Response

2018-05-14

Louisville, KY

Incorrect information on your report

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

Public record information inaccurate
Complaint: A fraudulent inquiry was made today on my XXXX credit report by 5/3 Bank. I was alerted via a credit reporting watch I have with XXXX. A screenshot of this inquiry is below. I called with no resolution and have written a letter. I have no open accounts with 5/3 and should not have had ANY inquiries on my personal credit report. I am disputing this whether this hard or a soft inquiry ; either way, I want this removed immediately, please. I have recently had fraudulent addresses appear on my credit report and in XX/XX/XXXX, I contacted 5/3 Bank. I sent a letter to : 5/3 Bank, Attn. : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ohio XXXX specifically asking to be certain 5/3 Bank was not reporting fraudulent and incorrect information to the credit bureaus. THIS REQUEST SHOULD NOT HAVE CAUSED AN INQUIRY OF ANY KIND. Obviously, I am trying to clean up my credit report of fraudulent information, not have random inquiries added which would be further detriment. I did not give any authorization or permission for any inquiry.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-14

Billerica, MA

Problem when making payments

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

Problem during payment process
Complaint: On XX/XX/XXXX, as I tried to log in in my credit card site to pay the bill, i received a notification that a new card was sent to me and couldn't log in. The site informed that a new card was sent to me. I was in XXXX XXXX helping my brother with the aftermath of Hurricane Maria. Since I didn't want to be late, I called the Customer Service No.XXXX. Since the card was delivered to my house and I didn't have the card present, I couldn't find any information on the new card. I asked the representative if I could pay by phone and she said yes, and they charged my card for it. The amount of {$100.00} was withdrew from my checking account on XX/XX/XXXX, and the fee was charged to my credit card. On XXXX, the same thing happened and on XX/XX/XXXX, another {$100.00} was deducted from my checking account. This card was from the Fifth Third Bank and ends XXXX, expiration XX/XX/XXXX. On XXXX, I called the customer service again because I wanted to pay my account by phone, but I was informed they couldn't find my account. When I arrived to my house in XXXX I contacted them again and directed to fax a copy of my current bank account statement showing that the money was deducted of which i did. By then I had in my hands the card ending in XXXX issued by XXXX XXXX. After sending the documents again, they said that the only choice I had was to pay the missing payment ( {$200.00} plus change ) to bring the account up to date so they can deduct all the fees I was accrued to " not paying on time ''. I tried to resolved thru my credit union and they said they couldn't to it and was given the Fifth Third customer service. I called and they couldn't help me because they couldn't find any record of my card : by card no. by tel. no. by name and address. It was as if my records disappear. I just want that they return my {$200.00} plus the fee they charged to the card for the service. I know this sound stupid, but I live in a fixed income and {$200.00} is a lot of money to me. I know that money is somewhere and the payments were not applied to the new card nor my money return to me. My name is XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXXXXXX
Company Response: Closed with explanation

Timely Response

2018-05-14

Euclid, OH

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: On XX/XX/XXXX I opened a checking account at Fifth Third Bank based on an advertised promotion. On XX/XX/XXXX I met the first requirement for the promotion and from XX/XX/XXXX through XX/XX/XXXX I met the second requirement and the bank is refusing to honor the promotion. I have statements from XX/XX/XXXX through XX/XX/XXXX which show the minimum balance requirement was met for at least 60 or more days. The bank dealt with me in a deceptive and fraudulent manner by refusing to pay the promotional fee after I met the requirements. After claiming I had not yet met the minimum balance requirement as of XX/XX/XXXX ( even though I have statements showing I did meet the minimum balance ), I prolonged the life of the account to meet the requirement resulting in the bank charging me more in service charges. The wording in the banks promotional offer " minimum balance '' does not specify average or monthly. The wording does not specify when the 60 days commence or terminate. This allows the bank to interpret things after the fact to the banks advantage and is deceptive and fraudulent of the consumer. Numerous attempts to resolve this with bank personnel led to unprofessional and insulting behavior toward me and an intransigence to seeing things from the customers viewpoint.
Company Response: Closed with monetary relief

Timely Response

2018-05-14

IL

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: I received a promotional credit card offer in the mail in early XXXX from fifth 3rd Bank. It had {$150.00} bonus after you spend {$500.00} in the first 90 days. I did what I was supposed to do and did not receive my bonus. I called them a week ago today ( XX/XX/XXXX ). They said they would get back to me in 72 hours and still have not called. I tried calling them again today ( XX/XX/XXXX ). I got put on the phone with 3 different people before they put me on hold and eventually disconnected me. They act like they have never heard of any promotion. This is false advertising. I am owed {$150.00}.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-12

Clarkesville, GA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: On XX/XX/XXXX my Vehicle was repossessed by 5/3 Bank, for what they are claiming was missing payments. I was not contacted in any manner regarding late payments or that my loan was in default. I have gave express consent to contact me via Cellphone and Email as you will find my attached documentation. The consent was given in XX/XX/XXXX for Paperless statements, for which I have not received a single one ( still to this day can not view on XXXX ). I gave consent for my mobile phone on XX/XX/XXXX which I have attached photo evidence from the XXXX XXXX XXXX on 53.com. I have been in contact with XXXX XXXX, constantly, since the incident took place. I have left countless voice mails over the past months, some were given response, the most recent have been ignored. I have provided to their agency documentation proving that my bank account had sufficient funds, that attempts were made to make those payments, that previous consent had been given for contact. My online payments were made but never received, hence the default result due to technical difficulties that 5/3 Bank have admitted to experiencing in and around those months.
Company Response: Closed with explanation

Timely Response

2018-05-11

Canfield, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with non-monetary relief

Timely Response

2018-05-10

Lima, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-10

FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Good afternoon. I deposited a check in the amount of {$3600.00} to my Fifth Third Small Business checking account on XX/XX/XXXX. The funds were withdrawn from the source account on XX/XX/XXXX. Fifth Third has placed a hold on my check because they say my account has overdrafted excessively in the past. It is my understanding that they may choose to hold my check for up to 10 business days, but they may not draw the money from the source account ( a XXXX XXXX business account ) until they allow the check to clear. I have attempted to contact Fifth Third business banking customer service on three separate occasions about this issue. The first time, I was hung up on directly after explaining my issue. The second time, I was transferred to dead air, where I waited for five minutes just to be sure someone was not coming on the line ( they usually have music or talking on the line if you are on hold ). The third time, the woman told me my phone was breaking up and she could not hear me - I was on a cell phone, true, but I had full signal ( 4 bars on my XXXX ) and I am doubtful about the veracity of her statement based on my previous experience using the phone in the area. I would like to know if this is truly illegal, as I was informed that it is illegal by employees at XXXX XXXX bank when I inquired as to the status of the funds being withdrawn. I would also like to know if this is a systemic issue. I think it could be, because most of the time people who are told the hold on their funds is due to overdrafts in the past would be ashamed and would not pursue the matter further. Also, there is not usually clear communication between parties as to exactly what date funds are withdrawn from the source account. Finally, if this is truly the law, I think most consumers are not aware of it, as I was not until now and I consider myself fairly well-informed about financial matters. Thank you very much for working with me to resolve this issue. Kind regards, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-05-09

Chicago, IL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-05-09

Oak Grove, MO

Closing your account

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

Can't close your account
Complaint: On XX/XX/XXXX and XX/XX/2018, I requested that my Fifth Third Bank access 360 prepaid card and Trio credit card be closed. After several hours on the phone with the company and multiple Representatives, they have refused continually to close my credit cards. They state that they require my physical presence in the branch, which is not feasible because the nearest branch is over 500 miles away. There is no indication in any terms or conditions referring to or stating that I am required to be present in the branch to close a credit card.
Company Response: Closed with explanation

Timely Response

2018-05-08

Katy, TX

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2018-05-08

Sparks, NV

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2018-05-08

Euclid, OH

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2018-05-08

Galloway, OH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-05-08

Euclid, OH

Struggling to pay your loan

Vehicle loan or lease: Loan

Lender trying to repossess or disable the vehicle
Complaint: On Sunday XX/XX/XXXX my vehicle was wrongly repossessed for a failure to make payments by Fifth Third Bank. The two most recent payments had been made on or around XX/XX/XXXX, cashed on XX/XX/XXXX, and XX/XX/XXXX, cashed on XX/XX/XXXX. However, they failed to credit my account properly and it fell into delinquency. Compounding the problem, the bank failed to notify me in writing that the account was becoming delinquent. They simply called and left several messages on my voicemail demanding payment without any details. Upon receiving the messages I investigated the problem in my online account where I found no notification of outstanding balance due. There were no messages or notifications internal to their documents section indicating a past due problem, no past due notification on the account dashboard, no messages sent to the account 's email address on file, and no hard copy letters sent to the accounts delivery address. Most frustratingly, and to be frank unbelievably, there are no customer available hard copy and/or e-statements for the account indicating past due payments. When I contacted customer service on XX/XX/XXXX, I spoke with XXXX who indicated I would have to make a hard cash payment at a Fifth Third Branch for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXXback payments, and one month in advance, XX/XX/XXXX, as well as pay the XXXX repossession fee before they would release the vehicle. I requested to know why I received no written notification the account was becoming delinquent to which he responded they were not required to notify me and that they only make telephone calls as a courtesy. I asked him how I could retrieve a copy of the account 's monthly statements to reconcile payments made, which he responded they didn't keep monthly statements for the account. At this point, I indicated this was unacceptable and requested to speak to his supervisor to obtain a copy of the statements. His supervisor, XXXX, provided no additional help. He would not provide copies of the statements further indicating the bank didn't keep those records, and stated it was my responsibility to ensure payments made were properly credited to my account. This is in spite of the online account information being incorrect and me informing him I had copies of the cancelled checks where they had been cashed by Fifth Third. Still seeking satisfaction, I requested to speak to his supervisor, which he refused, and simply passed me off to XXXX in the internet department to see if XXXX could determine why delinquency notifications were not being properly reflected in my online account. At this point, I visited my local 5/3 Bank to resolve the issue. The bank manager XXXX XXXX XXXX was able to determine the cancelled checks were indeed received and not properly credited to my account. After he failed to determine where the funds were credited he called the back office who indicated they they also couldn't locate them but would look into it. To get my vehicle released, I was required to make three equal payments for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. He was further able to get them to waive the {$390.00} repossession fee. Combined with the final check which I informed him was written on or around XX/XX/XXXXbut yet to be properly credited, I am now fully paid up nearly three months in advance through XX/XX/XXXX on a vehicle which currently resides in impound. I understand with many thousands of transactions processed on a daily basis, sometimes items get misplaced and/or missed. However, this isn't an issue of a simple misplaced payment. From top to bottom, Fifth Third has no document tracking in place for my auto loan. They keep no statements, reflect no past due payments in my online account, provide no email communications around failure to receive payment, and have no internal payment tracking controls as they still haven't located my lost payments. They simply indicate it's my responsibility as the customer to ensure checks which clear my account are accurately reflected in my online banking in spite of this online banking system having no way for me to know there is a problem and no access to monthly statements for reconcile. This wasn't a mistake, it was gross negligence boarding on predatory/abusive lending practices. Further this entire repossession could have been avoided with a simple email to a customer using an email account they had on file. An email sent to a customer upon an account going delinquent isn't an unreasonable request. Especially prior to repossessing a customer 's sole method of transportation and personal asset.
Company Response: Closed with monetary relief

Timely Response

2018-05-08

Mount Holly, OH

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2018-05-08

Gastonia, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX I received a Notice Of Serving Transfer from my bank XXXX XXXX XXXX. My mortgage was being transferred to Fifth Third Bank. This transfer was to be in effect by XX/XX/XXXX. As of XX/XX/XXXX I have not received any correspondence from Fifth Third Bank about my mortgage. My payment is always due on the XXXX of every month, so I've sent my monthly payment to the original mortgage holder, XXXX XXXX XXXX. They will determine if the payment will be returned to me or forwarded to Firth Third Bank. Fifth Third Bank is in violation by not contacting me with any notice about the transfer before the XX/XX/XXXX Transfer date. Fifth Third is claiming today XX/XX/XXXX that they just got the Transfer Notice from XXXX XXXX XXXX XX/XX/XXXX and are in the process of sending out a Welcome Package. They also claim that they are not responsible for sending out a notice before the transfer occurs.
Company Response: Closed with explanation

Timely Response

2018-05-08

Cleveland, OH

Getting a loan or lease

Vehicle loan or lease: Loan

Credit denial
Company Response: Closed with explanation

Timely Response