FIFTH THIRD FINANCIAL CORPORATION

2018-03-23

FL

Incorrect information on your report

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

Account status incorrect
Complaint: My 5/3 Bank auto loan is showing late on my credit report. I have always paid my account on time maybe not on the exact due date but I did not miss a payment or 30 days late on my payment. 5/3 makes it extremely difficult and confusing to understand payment details. They will not send a bill and there is not a bill on line. I also have never received a late notice or the online information does not tell you if you are behind on your account. I thought if you are late on your payment you are supposed to receive notification. I reviewed the online account and there is not a notice stating I am late. They try and make it as difficult as possible to follow your account because of the limited information provided or should I say not provided. I made all my payments, if they did not received the payment why didnt I receive notice. Their practices are extremely deceptive. They collected millions or billions of checking fees from posting debts before they would post your credits. How deceptive. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-03-22

Eden Prairie, MN

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with non-monetary relief

Timely Response

2018-03-22

Library, PA

Problem with the payoff process at the end of the loan

Payday loan, title loan, or personal loan: Title loan

Company Response: Closed with explanation

Timely Response

2018-03-22

Rawsonville, MI

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2018-03-22

Cincinnati, OH

Managing an account

Checking or savings account: Other banking product or service

Problem making or receiving payments
Company Response: Closed with monetary relief

Timely Response

2018-03-21

Rochester, NY

Incorrect information on your report

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

Account status incorrect
Complaint: XX/XX/ XXXX XXXX XXXX bought my mortgage. I was given a letter saying the auto-payment was set-up before payment was due in XXXX and the letter not making any significant notice of when the auto-pay would start rather hiding it in the body. It was also approved right before a payment was due and through a lengthy process of sending letters back and forth. The payment was never taken and I was given a letter of notice saying I was late. Upon receiving the letter I called and was apologized to, they removed the late fee and had the difference be taken by the next auto-pay cycle. I was promised it wouldn't show up on my credit report and that the auto-pay system will pick up the following month rather than XX/XX/XXXX. Which makes me wonder why in the first place it was scheduled so far off. A few months pass and it shows up, I called back and a woman told me it had to go on the report as it was a missing payment. She said she would not remove it and she didn't know who I spoke with but he was incorrect. I ended up getting a law firm to combat these with the credit bureaus and all but XXXX has removed the item. I am now in the process of buying a home and because of this item not being removed I am at risk of losing out on a home.
Company Response: Closed with non-monetary relief

Timely Response

2018-03-21

TN

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: This complaint is to Mortgage Loan Originator XXXX XXXX ( NMLS : XXXX ) XX/XX/XXXX : I called XXXX XXXX XXXX, told him I'm going to buy a house, located at XXXX XXXX XXXX XXXX, XXXX, TN. and need loan from them, and sent my tax return documents to him XX/XX/XXXX : XXXX XXXX XXXX sent me " mortgage Pre-Qualification '' letter XX/XX/XXXX : I forwarded fully executed purchase agreement to XXXX XXXX XXXX. On purchase agreement states the closing date will be XX/XX/XXXX or sooner XX/XX/XXXX-XX/XX/XXXX : Answered Mortgage Processors questions, sent more documents that Mortgage Processor requested XX/XX/XXXX : Sellers agent-XXXX XXXX : wanted to touch base to see what the latest update was on the loan progress XXXX XXXX XXXX : Waiting on appraisal XX/XX/XXXX : Sellers agent-XXXX XXXX : I wanted to follow up again on the closing of the above referenced property. Do you have the appraisal back? Has the closing company been released? Me : please let me know the status right now XXXX XXXX XXXX only responded to me : I will check with processor, for an update XX/XX/XXXX : I emailed XXXX XXXX XXXX if any updates, he replied : We have not received the appraisalonce we receive the appraisalwe will have a better idea XX/XX/XXXX : Sellers agent-XXXX XXXX checks for updates, with no response XX/XX/XXXX : Sellers agent-XXXX XXXX checks for updates, XXXX XXXX XXXX : Still waiting on appraisal Emails between me and XXXX XXXX XXXX Me : I know you guys working hard on this, I really appreciate it. May I ask how long appraisal usually takes? XXXX XXXX : It has been donebut appraiser has not sent back to us.yet Half Hour later, XXXX XXXX XXXX sent appraisal to me and Sellers agent, XXXX XXXX XX/XX/XXXX : Sellers agent-XXXX XXXX : sent over the addendum for the buyer to sign to move the closing date out. How long does it typically take for this process with your company? No response from XXXX XXXX XXXX XX/XX/XXXX : Sellers agent-XXXX XXXX checks for updates again : Do you have the paperwork back from underwriting? I sent email to XXXX XXXX XXXX also No response from him XX/XX/XXXX : Sellers agent-XXXX XXXX checks for updates with XXXX XXXX XXXX, no response I called XXXX XXXX XXXX, no response, no call back XX/XX/XXXX : Got email from XXXX XXXX XXXX, states that he has been out with the flu 2 hours later he sent : The appraiser will not give an written estimate of repair / remodeling ... involving converting 1 bedroom to 2 bedroom and my underwriter is not going to approve appraisal without that informationin other wordswe can not proceed I asked him : Can I do something to help? Can I give a written estimate of repair/remodeling? Why do we converting 1 bed to 2 beds? May I ask how come appraiser won't give a written estimate? No response Sellers agent asked : What type of loan is this that you require an estimate from the appraiser? & what needs to happen for this loan to happen? Is there not another way to complete this process? XXXX XXXX XXXX answered : Without appraisal approval ... we can not proceed ... I asked : then what we can do to make it approved, I still don't understand what the problem is Sellers agent said : This is what I am understanding 1. The loan is at a standstill because of the appraiser needing to provide the bank with a repair quote? 2. That there is no other type of loan for the client XXXX XXXX to proceed with? 3. Bank 's client is not sure of what is going on with his loan request to know what the next step is. Are you saying that the loan process is not happening? Are you telling him that there is a delay? No more response from XXXX XXXX XXXX any more So I couldn't buy the house, I still don't understand what the problem is, I don't understand why appraiser will not give a written estimate of repair / remodeling. I don't understand Why XXXX XXXX XXXX need converting 1 bed to 2 beds. I even doubt the appraisers capabilities, because he put neighbors shed in my appraisal. If he wont give an estimate, can XXXX XXXX XXXX get another capable one? I have so many questions, but I cant get any answer from him
Company Response: Closed with explanation

Timely Response

2018-03-21

Oakland, CA

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-03-20

Lewisville, TX

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 have discovered a credit inquiry that I did not authorize and it has damaged my credit report.
Company Response: Closed with explanation

Timely Response

2018-03-20

Louisville, KY

Getting a line of credit

Payday loan, title loan, or personal loan: Personal line of credit

Company Response: Closed with explanation

Timely Response

2018-03-20

FL

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: Dear CFPB Officer, Fifth Third Bank offered me a XXXX credit card with a 12 billing cycles promotional rate of 0.00 %. I accepted the offer and a balance was transferred on XX/XX/XXXX for a fee of 4.00 % of the amount ( not a subject of dispute ), which appeared on the XX/XX/XXXX to XX/XX/XXXX billing cycle ( which could be interpreted as the first billing cycle. On the XX/XX/XXXX to XX/XX/XXXX billing cycle ( which based on the above-referenced interpretation and the best-case for Fifth Third Bank would be the 12th billing cycle ) I am already being charged interest at a nominal of rate of 1.6229 % ( which if compounded annually is approximately 21.3 %, the statement quotes an Annual Percentage Rate of 19.74 % ). I believe that 12 billing cycle free interest charge means that the 12th cycle is also free of interest charge. I called customer services but they said I'm incorrect on my interpretation
Company Response: Closed with monetary relief

Timely Response

2018-03-19

Westfield Ctr, OH

Opening an account

Checking or savings account: Savings account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2018-03-19

Norcross, 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
Company Response: Closed with explanation

Timely Response

2018-03-19

Denver, NC

Incorrect information on your report

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

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

Timely Response

2018-03-19

Dallas, TX

Managing the loan or lease

Vehicle loan or lease: Loan

Loan sold or transferred to another company
Complaint: I purchased a vehicle from XXXX XXXX on XX/XX/XXXX, and never received notification from any lender to make payment. On XX/XX/XXXX I was called by fifth third bank by their collections department stating that I was delinquent. I communicated that I knew that I had a auto loan, but had not been notified in writing and made that request. The CS stated they could not send anyting in writing, but could take payment over the phone. ( I do not give or send money over the phone because someone calls and does not properly identify the business in writing and I can vet the information ). I got to the office on XX/XX/XXXX and spoke to customer service and requested a payoff and immediatly sent this via mail. ( As they refuse to take payoff via bank draft ). I am still getting calls from this banks collections department even after I have sent the payment in full. Just disgraceful treatment from a incompetent bank that is not following the law.
Company Response: Closed with explanation

Timely Response

2018-03-17

San Gabriel, CA

Closing your account

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

Can't close your account
Complaint: Fifth Third Bank is terrible credit card company. Stay away!!! The calls are answered by people who can not understand English. I have requested that my account be closed already 4 times, yet it is still not done. Only false promises and lies. Every month there is a problem because Fifth Third will not mail me my bill. Also, they are not able to send a notification email that the statement is ready. Impossible to work with. I spoke with " XXXX '' and " XXXX '' employee # XXXX in XXXX.
Company Response: Closed with explanation

Timely Response

2018-03-17

Akron, OH

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: Deceptive balance availability. They pick and choose which transactions to include in your viewable balance. Charged {$350.00} in overdraft fees on XX/XX/XXXX after I made sure to check my balance via app and at the ATM. Customer service proceeded to tell me that their ATM 's do no give accurate balance updates but would not address the app issue. Would only waive {$74.00}. Noticed on XX/XX/XXXX after I made two transactions to XXXX that my balance reflected BOTH transactions, but then on XX/XX/XXXX when I looked at my balance on my phone my balance was missing the second transaction, therefore showing at {$98.00} dollars more. Fifth third is deceptive with how they report your balance on a daily basis, they withhold and retroact transactions to get more money via overdraft fees and when you utilize their once a year refund they will only give you partial back. Will no longer be using 5/3rd as my personal checking provider.
Company Response: Closed with explanation

Timely Response

2018-03-16

Galena, OH

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with non-monetary relief

Timely Response

2018-03-15

Louisville, KY

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Complaint: in XXXX of XXXX my account card was used to and money was stolen out of account.i reported the incident when I was aware on XX/XX/XXXX bank put the money back in the account then took it back out I been disputing this every since .the bank said their investorgator spoke to me on the phone to verify charges and I sent them proof that number hadn't been in service since XX/XX/XXXX so I wonder who they talked to I sent proof of that made and sent them a police report plus showed them my work scheldule for proof and still the bank saying it takes another 30 days for a decision.meanwhile they close my account and sent me to collections.
Company Response: Closed with explanation

Timely Response

2018-03-15

Louisville, KY

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: In XXXX, my wife and I were renting a home and at that time I was using XXXXXXXX XXXX for my banking needs. In XX/XX/XXXX we purchased a new home and we opened up a joint account with XXXX XXXX ( we obtained our mortgage through XXXX ). I closed my XXXX Checking and Savings Account and transferred all funds to my XXXX Bank account. I had a XXXX Credit Card, but I cut it up. I didn't want to close my account because it was one of, if not the, oldest of my credit lines ( which I thought at that time, would hurt my credit score if I closed ). So we moved in XX/XX/XXXX. I didn't think to notify XXXX XXXX of my address change since I closed my account. Around late fall XXXX, my mother started getting calls from XXXX XXXX asking for me ( at this point, I hadn't lived with my mother since XXXX ). She ultimately thought they were spam. She finally gives XXXX my cell phone number and then I started getting collection calls. The calls came through on my cell phone as " Suspected Spam, '' so I was extremely hesitant to give anyone my information. I kept getting asked for an account number, but I no longer had one ( and at this point I had no idea why they were calling ). They had on file my last known address ( where I lived prior to my XX/XX/XXXX move ). I assured them that I no longer lived at that address and I didn't have any XXXX accounts ( on the phone I was referring to checking/savings accounts, I didn't think about credit cards, which I learned I still had an open account ). After MANY calls, I finally learned that a " convenience check '' was cashed on XX/XX/XXXX in the amount of {$63.00} to XXXX XXXX for cutting grass. I told the person on the phone that wasn't me. I didn't know an XXXX XXXX and I cut my own grass. Plus, there had been NO ACTIVITY on that account for at least 3 years if not longer. I assured them it wasn't me. I then began the painstaking process of disputing the claim. I was given the end around a number of times. I apparently opened up two fraud claims ( one for disputing that I actually opened up the credit card, the other for this convenience check ). So that pushed back when the current fraud dispute was opened XXXX XX/XX/XXXX XXXX. Notably, XXXX XXXX sent me a letter stating they had incontrovertible proof that I opened the credit card account and was denying my claims it was opened up fraudulently ( I never told them I didn't open the account, I was specifically asked if I REMEMBER opening the account and I said no. I don't have a specific memory of opening the account ). In the meantime, I found a house for purchase with my wife and two children. I went through the loan process and found out that my credit score ( normally 790-800+ ) was now XXXX because of an overdue account : the XXXX XXXX Credit Card XXXX Knowing that this fraudulent activity was affecting my ability to obtain a favorable interest rate on the loan that I would have otherwise obtained, I began calling XXXX XXXX regularly to check up on the status of this claim. I was told in late XXXX that XXXX XXXX HAD DETERMINED that the signature ON the convenience check DID NOT match my signature that they have on file. To me this all but confirmed that someone fraudulently signed my name. Assuming that the person who fraudulently signed this check stole it from the mail at my OLD residence, I called my landlord and was told that XXXX XXXX was likely the boyfriend of the woman who currently resides at that location. I was also told by XXXX XXXX that the investigation would take NO LONGER THAN 30 DAYS. I called back today on XX/XX/XXXX and they said it will take 30-90 days. I asked who was working on the case and what is being done and all she could tell me was that " they were working on my case '' and that the last reported activity was XX/XX/XXXX. On XX/XX/XXXX, I called XXXX XXXX to talk to a supervisor to explain how this fraudulent activity has affected my life and asked for them to speed up the investigation so they could begin the next LONG process of removing this activity from my credit report. In effect, nothing has been done since I was told XXXX XXXX determined it was NOT my signature on the convenience check. I realize that they are within the time frame allowed by law for them to conduct their investigation. What I am upset about is that they have already determined, at least 2 weeks ago, it wasn't me who signed this check. SO why haven't they closed the investigation and began taking corrective action? Even though someone has a set number of days ( 90 ) to complete an investigation, why must they wait the entire 90 days when they already know the results of the investigation?? What makes me most upset is why this fraud even happened. XXXX sent convenience checks to a house that I had not lived at in 3 years, on an account that has not been used in AT LEAST 3 years ( literally, no activity ). And even worse, they were able to determine after the fact, it wasn't my signature. Why in the heck didn't they make that determination at the time the person cashed this check? They certainly demonstrated they have the ability. XXXX XXXX irresponsibly mails out convenience checks that are anything but convenient. This has ruined my credit score and IS CURRENTLY HAVING an adverse affect on my ability to buy a home. My interest rate is 2 % points higher. Not only that, I'm getting a bridge loan to buy the new home while we sell our current. I was hoping to minimize my monetary damages by getting this fraud issue taken care of before we perform our permanent financing, but that is unlikely to happen. That means that we will have to close on bridge loan with high interest rate, close on permanent financing at high interest rate, and then re-finance when my credit score is corrected and incur more costs. This is a huge financial burden. XXXX should not get away with this behavior. It made a choice to send a courtesy check to an old address, on an account that hadn't been used in years and allowed it to be cashed without taking a second look. Now I'm paying for those consequences.
Company Response: Closed with explanation

Timely Response

2018-03-15

Galena, OH

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I received a letter in the mail advertising a {$300.00} bonus when opening a qualifying Fifth Third checking account. The fine print states that, to qualify, the account must have a balance of {$500.00} for 60 days. I went into a branch to open this account, and I was told that the minimum balance is actually not {$500.00}, rather it's {$1500.00}. This was stated nowhere on the advertisement. It is an astonishingly misleading offer. I did not open an account, as I didn't have the {$1500.00}. The bank is clearly lying in this advertisement, and the result is that I wasted 20 minutes of my valuable time. The bank needs to withdraw or modify this offer immediately. Either that, or it needs to honor the terms in its letter - {$300.00} bonus with a {$500.00} balance maintained for 60 days.
Company Response: Closed with explanation

Timely Response

2018-03-15

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-03-15

Nokesville, VA

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-03-14

Columbus, OH

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

2018-03-14

Taft, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX, during a telephone call with Fifth Third mortgage, a male who said he was a supervisor whose name is XXXX XXXX. ( he would not give his last name ), was rude, condescending and addressed me by my first name while arguing with me about my mortgage. He talked to me not as a customer but as a child. I told you this same thing in XXXX, XXXX XXXX said. He said his department would not dissolve an escrow account he or his company created in my name just weeks ago and attached to my account on or around XX/XX/XXXX because his company paid my property taxes, which were not delinquent nor due XX/XX/XXXX. My twice-annually paid taxes ( {$2000.00} ) werent due until XX/XX/XXXX. Fifth Third has unfair practices when it comes to African-Americans and mortgage-related issues, as well as customer service issues. I asked him why they created an escrow account when I havent had an escrow account in more than five years, and he said because, you did the same thing in XXXX ( XXXX ). It seems he is paying particular attention to my mortgage account so much so that he remembered the conversation we had back in XXXX. He seems to have a personal grudge against me because the bank created an escrow account in my name previously XXXX XX/XX/XXXX XXXX when there was no need for one. Each time the company paid my taxes ahead of me and added more than {$1000.00} to my mortgage payment, creating a hardship, an undue burden and unbelievable stress for me, as I had already been dealing with being downsized from my job. I am seeking medical attention for this recent unfair practice. It appears XXXX XXXX is creating an instance where I would default on my mortgage. I am not currently behind on my mortgage payments, though this month ( XXXX ) is due and will be late after XX/XX/XXXX. However, XXXX XXXX and the mortgage departments customer service person who spoke with me before transferring me to XXXX XXXX, the supervisor, said they would not accept my ( regular ) mortgage payment ( of {$1000.00} for XXXX ) ; they will send it back to me, he said. In addition, it took me 10 phone calls to the mortgage department before they picked up my call. Each time I got through to the department, whomever answered the phone saw my number on the caller ID and hung up the phone. I know this because I called from a different number, and someone answered their line. How is it that a department can created an account/add an account and bill the customer. I asked them if the bank makes money when they escrow an account since they keep doing that to me, and XXXX said they do not. That has to be a lie. The bank uses a third-party vendor to send checks out to the county treasures. Theres no way that third-party vendor isnt making a profit at my expense and the expense of many other customers who have been victims of this unfair practice. In addition, in XXXX, while speaking with this same department, the customer service person was flat out nasty to me on the phone. I have never been talked to like that by any customer service person representing a company. So, I asked to speak with a supervisor, and he put another male on the phone who was just as rude. Why dont you pay your taxes on time? You need to pay your taxes on time and we wont have to go through this, he said. I couldnt believe a manager would talk like that to a customer, so I asked if he was really a supervisor, and he said he was. I asked him how many direct reports did he have. He said, You mean how many people do I manage? I said, Yes. And he said, None. I said, Then youre not a manager. It appears they keep putting another rude customer service person on the phone instead of a manager. I can not believe that XXXX XXXX is a manager. If so, Fifth Third is a horrible company with horrible practices and unfathomable customer service. In addition, on the phone Tuesday, XX/XX/XXXX, XXXX said in order for him to consider dissolving the illegally created escrow account, I must send the bank ( not my county treasurer ) the taxes of {$2000.00}, and then he will put a request in to delete the escrow account. But that would be up to Fifth Third, he said. I am, in addition to filing this complain, consulting an attorney. I want my account corrected, so that I can pay my taxes to my county treasurer. Please help, as Fifth Third is banking a Fifth-third worse! A fifth-third better is a joke!
Company Response: Closed with explanation

Timely Response