FIFTH THIRD FINANCIAL CORPORATION

2018-05-07

Largo, FL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with non-monetary relief

Timely Response

2018-05-07

Houston, TX

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-05-07

Tampa, FL

Incorrect information on your report

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

Account status incorrect
Complaint: can not qualify for loan because information on my credit report is not accurate. The delinquencies have all been cleared up but my reports do not reflect any of this information.
Company Response: Closed with explanation

Timely Response

2018-05-07

FL

Fraud or scam

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

Complaint: I scheduled {$3500.00} transfer from XXXX checking to XXXX XXXX checking acct. A week later XXXX sent e-mail saying there was insufficient funds in acct and suspended future transfers. I have acct balance over {$8000.00} in checking and {$3000.00} in savings.
Company Response: Closed with explanation

Timely Response

2018-05-04

Naples, FL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: on XX/XX/2018, my checking account was in credit by {$880.00}. On the same day 3 debit transactions were posted to my account in the value of {$90.00}, {$0.00} and {$1700.00}. The bank charged me 3 overdraft fees of {$37.00} for each transaction even though there was sufficient funds to pay for the first 2 transactions amounting to {$90.00}. I was therefore charged a total of {$110.00} for overdraft fees in one day. I spoke to the Branch Manager and complained about these charges but the Bank refuses to reverse 2 of the 3 overdraft fees. I also sent emails complaining that these overdraft fees were unreasonable charges and that I would accept an overdraft fee of {$37.00}.
Company Response: Closed with monetary relief

Timely Response

2018-05-04

Marietta, GA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with non-monetary relief

Timely Response

2018-05-03

Boston, MA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: XX/XX/XXXX : My wife deposits a security deposit return check from her landlord. It was accepted by her bank. XX/XX/XXXX : A forged check is physically presented at a Fifth Third Bank for the same amount. The funds are debited from our account without our notification. When my wife notices in our statement the missing funds she contacts our bank and they state the funds were removed by request and that we need to contact the writer of the check. At the time, the representative did not state that the forged check had been presented at a Fifth Third bank. We go back and forth with her landlord until we agree he did not receive back the funds. All attempts to contact Fifth Third bank result in stonewalling and the representative stating that because we are not Fifth Third account holders that they can not help us.
Company Response: Closed with explanation

Timely Response

2018-05-03

Cambridge, KY

Opening an account

Checking or savings account: Checking account

Confusing or missing disclosures
Company Response: Closed with monetary relief

Timely Response

2018-05-03

Palos Park, IL

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: On XX/XX/XXXX at around XXXX I visited a Fifth Third bank ATM and I attempted to deposit {$1500.00} in cash into the ATM. Their ATM took my cash but the machine then stated that it didnt recognize any money being put into the machine so I cancelled the deposit and went into the branch to get the contact information of the dispute department. I filed my claim on XX/XX/XXXX and again on XX/XX/XXXX when I submitted my reinsertion letter for the case to be further investigated. The branch submitted documentation showing that their ATM was out of balance. However, my case has been denied constantly even with the proof of the ATM being over balanced. I have yet to receive the credit to my account that I deserve and I am going to continue to be persistent in my efforts to resolve my case. I am asking that the investigator takes the documentation from the bank into consideration as well as video footage if the ATM is equipped with a camera.
Company Response: Closed with monetary relief

Timely Response

2018-05-03

Chicago, IL

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: Back in XX/XX/XXXX and XX/XX/XXXX I have attempted to communicate with Fifth Third Bank in regards to an inquiry made towards my XXXX credit report that was not authorized by me. I have advised Fifth Third several of times to send documentation that I authorized with my signature. This is a violation per FCRA regulations and if Fifth Third refuses to cooperate in this matter, I will have no other option but to file civil suit against this institution.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-02

Syracuse, NY

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: Twice, this company has marked my account as " in deficit '' and sent my information to collections agencies, as a result of their own lack of organization in processing payments. My auto loan account has been set on automatic payments ( through my own bank, which is larger and more reputable than Fifth Third ) for several years. Every automatic payment has gone through without a problem, and yet twice already this year, Fifth Third has claimed they did not receive my payments. When I checked with my own bank, they were able to confirm that the checks had been sent on time, delivered on time, and cashed by the recipient. However, Fifth Third failed to credit my account and marked me delinquent. Without contacting me, until after they reported my information to collections. The first time it happened ( in XX/XX/XXXX ), they told me there was nothing they could do and refused to accept numerous forms of proof that the payment had been applied. To guard against this recurring, I set up my payments to have additional confirmation and increased the amount of payments to 20 % more than the monthly amount owed. This seemed to work fine for a few months, but again in XX/XX/XXXX they failed to credit my account and did not notify me until I began getting robo-dialed calls ( who promptly hung up when I answered ) during my vacation, about five times a day. I did a reverse lookup on the phone number and it showed up as Fifth Third Collections Department. I called the bank directly and asked to speak with someone who could explain what was happening. Their customer service phone system repeatedly dropped my call and I had to give my account information about five times before one rep promised to escalate the issue. He then placed me on hold for several minutes, and hung up on me. As previously, the reps could only tell me that they had no record of the latest payment and I had to pay a late fee on top of doubling my payment ( which I can prove had already been cashed by them. ) They offered no further solution, or any means of escalation, until I asked repeatedly. I had already checked my Fifth Third account online, and there were no prior messages, alerts or warnings that the payment had not been posted. Just a late fee, which had been applied two weeks after the payment was cashed. Not only is Fifth Third clearly processing payments in a disorganized and unsecured manner, but their apparent standard operating procedure of sending accounts to collections without notifying customers or seeking solutions that won't negatively affect a customer 's credit rating is unethical and just poor business practice overall. When I tried contacting Fifth Third regarding this issue, several times, by phone and email, all I got was a form reply telling me that I could contact Collections to pay my bill.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-02

FL

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: Since the loan was initiated in 2015, we have not received one paper or electronic statement from the bank. Autopay was not used, we have no way to track, no tax information from the last three years. A payment was accidentally unpaid due to the lack of information and the bank said we were one month behind for the last three monts, and the report has been done accordingly during the last three months on the credit. No warning call, no clear information on the website and no statements available since loan initiation. The banks answer : we should have paid using the talon of payments and it was our responsibiity to keep track of it
Company Response: Closed with monetary relief

Timely Response

2018-05-01

IN

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: In XX/XX/2016 I voluntarily closed my account by walking in the Fifth Third Branch in XXXX Indiana. After the closure of the account I was reported to XXXX XXXX XXXX for mishandling of my checking account. I deposit a personal check from my other checking account, XXXX XXXX into my Fifth third checking account. After a few hours I realized the check I deposited was from my old checking account which no longer was in use. I reported this to Fifth Third Bank after the incident and they continued to report me to XXXX XXXX XXXX with a false narrative. Under federal guidelines, this is illegal to a consumer. I'm asking with the help of Consumer Finanace bureau to have this information removed from my XXXX XXXX XXXX report. Thankyou.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2018-04-30

Franklin, TN

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: This is my third attempt to have Fifth Third Bank prove that I was in the bank when a teller showed my husband the details of MY account which they never should have since he was not on the account. They claim I was in the bank with him at the time which I was NOT. I was at home recovering from XXXX. How can this case continue to be closed when they violated my privacy and their own published privacy policies? I will continue to fight this inappropriate and illegal action against me. I have also asked for copies of all bank statements of all accounts including mortgage. They have failed three times to provide it all. They provide pieces or duplicates and then tell me they won't provide anymore. I expect ALL COPIES OF ALL ACCOUNTS.
Company Response: Closed with explanation

Timely Response

2018-04-28

Columbus, OH

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XX/XX/2018, I was contacted by a company that explained they were providing me online technical support for my computer. The company indicated they were going to provide me with {$170.00} credit ; however, they billed me {$750.00}. The company that took my money did not provide me the services they were supposed to and I did not authorize them to bill me {$750.00}. The company was supposed to provide me computer security, technical support, and increase my computer speed. When they billed me {$750.00}, I contacted them and cancelled services immediately on XX/XX/2018 because I did not authorize the {$750.00}. I contacted 5/3 to report this incident and they denied my fraud claim because they said it was my fault. I took my computer to XX/XX/XXXX to have it examined and XX/XX/XXXX confirmed this company installed 13 different kinds of malware and spyware. I had to pay XX/XX/XXXX {$200.00} to fix the issues that were caused by the company that did not provide me services as described. I am very disappointed in 5/3 service because I am an elderly woman and no one took the time to help me. I feel betrayed by the company that lied to me and my own bank. I am reconsidering my relationship with 5/3 because they are not assisting me with my situation.
Company Response: Closed with monetary relief

Timely Response

2018-04-27

Jeffersontown, KY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-04-27

Wallington, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Like many others, I pre-paid a portion of my XX/XX/XXXX municipal property taxes ( in my case totally {$11000.00} ) to cover the first half of XX/XX/XXXX, fully expecting that the bank handling my escrow and mortgage payments, Fifth Third Bank, would refund me the money in a timely manner in XX/XX/XXXX by reducing my total monthly mortgage payments. THIS STILL HAS NOT HAPPENED. I have been on the phone with them multiple times ( when I first contacted them asking them what I needed to send and by when before XX/XX/XXXX ; in a follow-up on XX/XX/XXXX where I was told things were in process ; on XX/XX/XXXX when I was AGAIN told that I'd receive an adjustment by " the end of the week '' ; after they inexplicably stated they needed further proof that I pre-paid my municipality on XX/XX/XXXX ( at which point I sent it again ) ; on XX/XX/XXXX when they told me the escrow re-evaluation was " in process '' and would take 6 business days, after which I would simply NOT pay the property tax portion of my monthly mortgage payments on XX/XX/XXXX/XX/XX/XXXX/XX/XX/XXXX/XX/XX/XXXX to make up the extra money they had ( which DIDN'T happen ) ; and finally today - XX/XX/XXXX, when I was told that the escrow was only NOW being looked at, and because so much time had gone by they would need to wait until the next re-evaluation period in XXXX to even TELL me how much of MY MONEY I would get back. I am largely self-employed, and pre-paying {$11000.00} IN ADVANCE was already painful enough. But being told in repeated conversations that the MONTHLY payment WOULD be adjusted in a timely manner appropriately downwards, only to find that I STILL have to pay them the total {$4500.00} mortgage payment anyway thus far on XX/XX/XXXX ( as expected ), but also on XX/XX/XXXX, XX/XX/XXXX and now XX/XX/XXXX ( and beyond ) is killing me here. How long does it take for them to do a simple calculation : making note that I pre-paid and then re-adjusting to give me my money back? It's bad enough that I had to do this in the first place. But this now feels very much like they are deliberately delaying and holding onto my ( and I'm sure many other people 's ) money, perhaps to enjoy the interest gained ( similar to XXXX XXXX - who incidentally ALSO were recently forced to pay me back over {$1000.00} including interest of a rate lock extension fee they weren't supposed to have charged when they originally handled our mortgage ). Please tell me you can do something!
Company Response: Closed with explanation

Timely Response

2018-04-27

Keego Harbor, MI

Trouble during payment process

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

Company Response: Closed with explanation

Timely Response

2018-04-26

Mount Holly, OH

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: I have been charged overdraft fee in excess of what needs to be charged. I had a balance of {$1100.00} on XX/XX/XXXX. $ XXXX=-XXXX ( Debit ) XXXX ( Balance ) - {$1100.00} - XXXX ( Debit ) XXXX {$1100.00} XXXX ( Debit ) XXXX {$1000.00} XXXX ( Debit ) XXXX $ XXXX ( Debit ) XXXX ( Balance ) Then on XX/XX/XXXX1. {$560.00} XXXX ( Debit ) = $ XXXX XX/XX/XXXX 2. - {$110.00} ( Debit ) 3. - {$150.00} ( Debit ) XX/XX/XXXX: Mobile deposit = {$1000.00} Mobile deposit = {$61.00} XX/XX/XXXX = $ XXXX I had a total of 3 overdraft during this time and i should have been charged an overdraft fee of {$37.00} X3 = {$110.00}. But I have been billed an overall overdraft fee of {$180.00}. Thanks
Company Response: Closed with explanation

Timely Response

2018-04-25

Annandale Est, IN

Closing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-04-25

Nashville, TN

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

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

Investigation took more than 30 days
Complaint: I have 2 secured credit cards with XXXX XXXX one for {$500.00} and one for {$300.00}. For the past 10 months they have only been reporting one credit card to XXXX each month making it seem as if one month I have a credit limit increase and the next month a credit limit decrease. When it should be showing on my credit report as 2 different accounts as I have 2 credit cards. I contacted XXXX XXXX and they mailed me a letter stating corrections had been made.. then again they did not report the next month it said credit limit decrease. I contact customer service spoke with a representative the. A supervisor XXXX explained my situation they said they would forward information the the credit card team In the back office to have information corrected called again a 7 days later asked for a manager I got XXXX someone higher than the supervisor. She said they were still working on it 7 days later I called and got a representive named XXXX I asked to speak to someone higher she said I didnt need to speak to someone higher because XXXX and XXXX were handling it. She got XXXX on the phone and I asked for a director or VP someone higher than her. She told me XXXX would call me which he never did.. I called again the next day and asked for XXXX I told her that XXXX never called me and that she needed to be sure to let him know that this is a serious SOX AUDIT COMPLIANCE issue that if I report them to the correct people the could be fined. XXXX called me immediately and said that he had found the issue and that he was working on it.. the next day the office of the OCEO contacted me her name was XXXX stated that she was taken over it has been 9 days and within the 9 days they reported incorrect information again making it look like a credit limit increase ... Im still waiting for them to call me back with a resolution
Company Response: Closed with explanation

Timely Response

2018-04-25

East Windsor, NJ

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with fees charged
Complaint: Fifth Third Bank debited my account an amount that was almost double what they were authorized to debit to pay for an insurance policy. They asked me to provide proof of insurance coverage on XX/XX/XXXX and I submitted on XX/XX/XXXX that proof of coverage. On XX/XX/XXXX I saw that the amount debited from my account was around {$950.00} whereas my monthly payment was around {$540.00}. When I called in they said they had received the proof of coverage but that the loss payee was incorrectly listed as " XXXX XXXX XXXX XXXX ''. That is correct, the proof of coverage I provided had this clerical error on it. However, no one from the bank contacted me to inform me that the proof of coverage was defective. Instead, they purchased a new policy for me at a cost of {$3500.00} and began billing me for it. I'm concerned about a few things in this situation. First, I believe that Fifth Third may be in violation of the EFTA regulations regarding pre-authorized electronic funds transfers. Per 12 CFR 1005.10 ( d ), " When a preauthorized electronic fund transfer from the consumer 's account will vary in amount from the previous transfer under the same authorization or from the preauthorized amount, the designated payee or the financial institution shall send the consumer written notice of the amount and date of the transfer at least 10 days before the scheduled date of transfer. '' I never received any notice about the roughly {$400.00} increase in my monthly payment. Secondly, the bank 's failure to notify me of the fact that they deemed my proof of coverage defective seems convenient. I haven't done legal research to determine what statute or regulation this runs afoul of, but this particular practice seems like a fraud. When I bought the policy from XXXX XXXX, I believe it is XXXX XXXX 's practice to notify the lienholder of the existence of the policy. I don't know yet whether XXXX XXXX did that. But, I provided Fifth Third with proof of coverage, like they asked for, and they did not seek to contact me or XXXX XXXX after determining the coverage had a clerical error on it. This is wrong.
Company Response: Closed with monetary relief

Timely Response

2018-04-24

Downers Grove, IL

Managing an account

Checking or savings account: Savings account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-04-24

Noblesville, IN

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with monetary relief

Timely Response

2018-04-24

Oak Lawn, IL

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