BBB Accredited Business since

Fifth Third Bank

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Phone: (513) 579-5353 Fax: (513) 744-8208 View Additional Phone Numbers Fifth Third Center  38 Fountain Square Plaza, Cincinnati, OH 45263 http://www.53.com


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Description

This business offers banking & various financial services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Fifth Third Bank meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Fifth Third Bank include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1078 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

1078 complaints closed with BBB in last 3 years | 339 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 47
Billing/Collection Issues 456
Delivery Issues 20
Guarantee/Warranty Issues 3
Problems with Product/Service 552
Total Closed Complaints 1078

Customer Reviews Summary Read customer reviews

96 Customer Reviews on Fifth Third Bank
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 6
Negative Experience 89
Total Customer Reviews 96

Additional Information

BBB file opened: January 01, 1928 Business started: 01/01/1923 in 0
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Kentucky Dept of Financial Institutions
1025 Capital Center Drive, Suite 200, Frankfort KY 40601
http://www.kfi.ky.gov/
Phone Number: 502-573-3390
Fax Number: 502-573-0086
kfi@ky.gov

Ohio Department of Commerce - Financial Institutions (formerly Division of Savings and Loan)
77 S High St, 21st Floor, Columbus OH 43215
http://www.com.ohio.gov/fiin/
Phone Number: 614-728-8400
Fax Number: 614-728-0380
Web.dfi@com.ohio.gov

Type of Entity

Corporation

Business Management
Mr. Greg Carmichael, CEO Lars Anderson , COO/Executive VP Mr. Timothy Elsbrock , Cincinnati Market President Ms. Lee Ferris, Bancorp Escalation Support Manager
Contact Information
Principal: Mr. Greg Carmichael, CEO
Related Businesses
Vantiv, LLC
Business Category

Banks

Alternate Business Names
5/3 Bank BancTec Payment Systems BPS Fifth Third Insurance Agency, Inc. Fifth Third Leasing Company Fifth Third Mortgage Fifth Third Securities Fifth-Third Real Estate Kroger Master Card Merchant Services UPP Solutions
Additional Information

Fifth Third Bank also handles services for the Kroger Master Card. 


Customer Review Rating plus BBB Rating Summary

Fifth Third Bank has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My problem is with the underwriting for 53rd bank mortgage loans. And its nominal changes at the last minute causing me to potentially lose out on a house. I began a mortgage process on 11/24/15, provided all documentation, acquire, the home inspections and radon testing. I had committed to the sellers amount and the initial application was sent to the underwriting department. All things game back fine as of 12/02/15. The bank ordered the appraisal and deemed the property price should be lower it was agreed upon with the buyer(me) and the seller. The application mortgage loan went back to the underwriters for ONLY the price reduction on 01/12/16, the closing date was set to 01/28/16. On 01/19/16 I was notified by the loan officer that my loan would not be processed because if there was a natural disaster on the property I would need to get the city to approve the rebuild so they would not move on with the loan. The initial application was the exact same and nothing was ever said about this issue that would affect the buying of the home. Now a week out from closing I am left to look for another lender or other means to pay for the home. The exact verbiage on the appraisal is as follows: The subject is in an area that is zoned RM or multi-family residential, it is legal non conforming and if destroyed by natural causes would need variance to be rebuilt as a single family home. The home has been grandfathered in. I feel like I was side lined when the initial application was deemed approved and now after a price reduction it is not.s

Desired Settlement: I wish for my credit report to be reflective of my initial inquiry for a mortgage loan as it has dropped points due to them pulling my report multiple times. And I wish to have reimbursement of application and appraisal fees and any other fees associated with the mortgage loan application process. And if I have to start a new loan application with another lender I wish to have some of those fees paid for and/or funds given to expedite the process to close on the home in a timely manner based on my original application.

Business Response: ******** ** ***** 
*** ************ *** 
********* ** ***** 


Date: February 4, 2016 



Regarding Your Mortgage Loan Application 


Dear ******** ** *****: 

We have received a copy of your complaint filed with the Better Business Bureau. Thank you for the time 
you have taken to express your concerns regarding this matter, and we sympathize with the difficulties 
you have experienced. 

Research has determined that you were conditionally approved for a loan with Fifth Third Mortgage 
Company. However, the property you had selected to purchase was appraised as non-conforming 
collateral. The subject area the property is located in is zoned as RM or Multi-family residential and if 
destroyed by a natural disaster would require a variance to rebuild it as a single family home. Rebuilding 
as a single family home is required under the mortgage you have applied for. 

Since you were conditionally approved for a mortgage loan with our bank, please let us know if you find 
another property that fits your needs. We would be more than happy to evaluate the property and see if it 
meets our conforming requirements. 

We strive to provide professional and accurate service to our customers, and I apologize for any 
inconvenience this may have caused you. If I could be of further assistance to you, please call me at ###-
###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 




Briggett F.
Office of the President 


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  

I wish for my credit report to be reflective of my initial inquiry for a mortgage loan as it has dropped points to them pulling my report multiple times. And I wish to have reimbursement of application and appraisal fees and any other fees associated with the mortgage loan application process. And if I have to start a new loan application with another lender I wish to have some of those fees paid for and/or funds given to expedite the process to close in a timely manner based on my original applications

Regards,

******** *****


Business Response:

******** ** ***** 
*** ************ *** 
********* ** ***** 

Date: March 28, 2016 


Regarding Your Mortgage Loan Application 


Dear ******** ** *****: 

We received a copy of your continued complaint submitted to the Better Business Bureau concerning the 
origination process associated with your recent mortgage loan application. Please be assured that Fifth Third 
Bank takes your feedback seriously, and I appreciate the time you have taken to further communicate your 
thoughts and concerns regarding this matter. 

On behalf of the Bank, please accept my sincere apologies for any frustration this matter may have caused you. 
We have researched your request to have any inquires removed past the inquiry associated with your initial 
mortgage loan application, and wish to assure you our records do not reflect additional inquires associated with 
this matter. 

In addition, regarding your request for a reimbursement of the application, appraisal, and other associated fees 
paid during the course of the mortgage loan application process, as well as fees paid to another lender 
associated with a new mortgage loan application, we are unable to fulfill this request due to no bank error 
having been found associated with this issue. Rather, the loan application in question was unable to be 
approved due to the property which was selected for purchase having been appraised as non-conforming 
collateral. I have enclosed our previous response containing further details regarding this matter, as well as a 
copy of the appraisal of this property for your records. 

*** *****, I appreciate this opportunity to further address your concerns and thank you for your patience while 
waiting for a response. If I could be of further assistance to you, please contact me directly at ###-###-#### or 
toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 




Sarah S. 
Office of the President 

Pc: Better Business Bureau 

Enclosures: Previous Response 
******* *** Property Appraisal November 30, 2015 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  

I wish for my credit report to be reflective of my initial inquiry for a mortgage loan as it has dropped points due to them pulling my report multiple times. And I wish to have reimbursement of application and appraisal fees and any other fees associated with the mortgage loan application process. And if I have to start a new loan application with another lender I wish to have some of those fees paid for and/or funds given to expedite the process to close on the home in a timely manner based on my original application.

Regards,

******** *****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

I appreciate the inquiries for the loan being removed. But my concerns and grievance still remains. At the initial review of the appraisal no concerns about the non-conforming property were mentioned. Even after multiple visits and/or phone calls with the lender about items needed for the application nothing was mentioned as a problem from the underwriters. It wasn't until the appraiser suggested a lower value of the property and it was RESENT that there was a problem with underwriting approving the loan. If I had been made aware of issue with the non-conforming property after the initial application was sent to underwriting I would not have not pursued the property and hired an inspector. I feel that the bank did not follow protocol and caught their mistake during the 2nd underwriting. I was told one week before closing that the property was non-conforming. I do not feel that I should have to pay for the banks mistake. I wish to be reimbursed for the application fees, appraisal fees, and the funds I dispersed for a home inspection and radon testing for a property that did not meet the banks guidelines.
Regards,

******** *****


Business Response:

 

******** ** ***** 
*** ************ *** 
********* ** ***** 

Date: April 8, 2016 


Regarding Your Mortgage Loan Application 


Dear ******** ** *****: 


We received a copy of your continued complaint submitted to the Better Business Bureau concerning the 
origination process associated with your recent mortgage loan application. Please be assured that Fifth Third 
Bank continues to appreciate the time you have taken to further communicate your thoughts and concerns 
regarding this matter. 

We sincerely regret any miscommunication that may have occurred when reviewing our previous response, 
however no credit inquires were removed as our records did not reflect additional inquires associated with this 
matter past what was associated with your initial mortgage loan application. I have included a copy of our 
previous communication stating this for your records. 

Additionally, as stated previously, regarding your request for a reimbursement of the application, appraisal, and 
other associated fees paid during the course of the mortgage loan application process, as well as fees paid to 
another lender associated with a new mortgage loan application, we are unable to fulfill this request due to no 
bank error having been found associated with this issue. Please be advised, this matter is considered closed. 

*** *****, it is a well-known fact that no business can survive without its customers, and we look forward to 
continuing our banking relationship with you. If I could be of further assistance to you, please contact me directly 
at ###-###-#### or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 




Sarah S. 
Office of the President 


Pc: Better Business Bureau 

Enclosures: Previous Response 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

I have pulled my credit report and it does show 53rd bank pulling my records 2x. Once on 06/25/2015 in order to obtain a letter of approval and again 11/25/2015 once I found the property to get the loan application completed. These multiple pulls have decreased my credit score by 25pts since I first began working with 5th 3rd on this mortgage loan. Please remove these items as you previously stated you would. This is another example of how 53rd bank says they are going to do something and then changes which adversely affects the customer. It wasn't until the appraiser suggested a lower value of the property and it was RESENT that there was a problem with underwriting approving the loan. If I had been made aware of issue with the non-conforming property after the initial application was sent to underwriting I would not have not pursued the property and hired an inspector. I feel that the bank did not follow protocol and caught their mistake during the 2nd underwriting. I was told one week before closing that the property was non-conforming. I do not feel that I should have to pay for the banks mistake. I wish to be reimbursed for the application fees and funds I dispersed for a home inspection and radon testing for a property that did not meet the banks guidelines. After being a customer with 5th 3rd bank well over 15 years a application fee of $350 and $325 for a home inspection that was done because your underwriters missed something in the initial go over should not be a major issues to resolve in order to keep a good standing customer. Please consider this, the years as a loyal customer, my good standing in general with the bank, and no other issues that have arisen throughout my time with you.
Regards,

******** *****
If you wish to contact me please do so at ###-###-####

Business Response:

******** ** ***** 
*** ************ *** 
********* ** ***** 

Date: April 25, 2016 


Regarding Your Mortgage Loan Application 


Dear ******** ** *****: 


We received a copy of your continued complaint submitted to the Better Business Bureau concerning the 
origination process associated with your recent mortgage loan application. Please be assured that Fifth Third 
Bank appreciates the time you have taken to further communicate with the Bank regarding this matter. 

We sincerely regret any miscommunication that may have occurred when reviewing our previous response; 
however no credit inquires were agreed to be removed. Please be assured that upon review of your credit report 
dated November 27, 2015, the prequalification from June 25, 2015 was not present, as it had aged off. I have 
included copies of our previous communication surrounding this for your records. 

As stated previously, regarding your request for a reimbursement of the application, appraisal, and other 
associated fees paid during the course of the mortgage loan application process, as well as fees paid to another 
lender associated with a new mortgage loan application, we are unable to fulfill this request due to no bank error 
having been found associated with this issue. Please be advised, this matter is considered closed by the Bank. 

If I could be of further assistance to you, please contact me directly at ###-###-#### or toll free at (###) ###-
####, Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 




Sarah S.
Office of the President 


Pc: Better Business Bureau 

Enclosures: Previous Response 


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

Has there been any checking into why when my information was sent initially to the underwriters there was NO MENTION of the non-conforming property? If so, why was I not notified until it was sent back for a price adjustment for the 2nd review? These are still the same request of information the bank has not provided. And if you are claiming to find no error on your end then did the loan officer fail to tell me this? I find it very unfair and unethical these processes. I would not have spent money on a home inspection on a property if I would have know it had been deemed non conforming. The bank has been heinous to me and at no point has the agency tried to rectify the issue. Please reverse the charges of funds deducted from my account. And verify the inquires on my credit report. I have checked via the credit bureau and they are still showing and have lowered my score. You can contact me directly if needed. ###-###-#### Thank You Otherwise I will continue to reject these responses
Regards,

******** *****

Business Response:

******** ** ***** 
*** ************ *** 
********* ** ***** 

Date: May 13, 2016 


Regarding Your Mortgage Loan Application 


Dear ******** ** *****: 

We received a copy of your continued complaint submitted to the Better Business Bureau concerning the origination 
process associated with your recent mortgage loan application. Please be assured that Fifth Third Bank appreciates the 
time you have taken to further communicate with the Bank regarding this matter. 

We have continued to look into this matter per your request. Please be advised, we cannot determine if a property is 
conforming or non-conforming collateral prior to an inspection and appraisal. These processes verify the value and 
condition of the property for the loan in question, as well as any zoning issues, health and safety concerns, and the Bank’s 
overall ability to rely upon said property as security for repayment of the loan. Upon review, we have found that although 
this loan was conditionally approved prior to receipt of the appraisal, the final approval was subject to the appraisal dated 
November 30, 2015, which deemed the property as unacceptable. When the appraisal was received, this loan was then 
turned down due to no comparable properties having been located, as well as the property’s status, having been listed as 
non-conforming collateral. After this turn down, a non-conforming collateral exception request was submitted. 
Unfortunately, after this request and associated documentation were reviewed by the Bank’s exception group, the request 
continued to be declined. We regret your feelings that this denial corresponds to the price adjustment request present with 
the application; however, we have verified that this application was declined due to the non-conforming collateral status. 

As previously discussed, it has been verified upon review of your credit report dated November 27, 2015, the 
prequalification from June 25, 2015 was not present, as it had aged off. I have included copies of our previous 
communication surrounding this for your records. 

On behalf of the Bank, please accept my sincere apologies for your dissatisfaction with this process. However, this is our 
final response regarding this matter, as it is considered closed by Fifth Third Bank. If further information should become 
available, and I could be of further assistance, please contact me directly at ###-###-#### or toll free at ###-###-####, 
Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 



Sarah S. 
Office of the President 

Pc: Better Business Bureau 

Enclosures: Previous Response 

 

5/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an auto loan through 5/3 bank. I made a military move to *******, and need the title sent to the local DMV to register my auto. 5/3 sent me through a third party title business, which wants to charge me $43 for a title. I called back customer service because I thought it had to be some sort of scam. They assured me that it was not, but told me that because I was active duty they could assist. The agent redirected me to the military department, and I was told that she was incorrect and that I cannot get the title any other way. This is unethical business practice, and I feel it especially targets me. I have another military move in 1 year to Missouri, and will only be there for 6 months before moving on to the next state. So, I will have to keep paying their unethical third party fees each time.

Desired Settlement: I would like to receive a copy of my title that I can keep, so that I do not have to pay these fees each time I move. OR, I would like to have the fees forgiven on my title request. Honestly, though, how can 5/3 bank even use a third-party service that scams its customers? This is a disgrace. 5/3 is off of my list forever, and, in fact, if this isn't resolved I will be leaving that bank.

Business Response: ***** ** ****** 
*** ***** * **** 
********* ** ***** 


Date: May 20, 2016 
Account: ********* 


Regarding Your Installment Loan 


Dear ***** ** ******: 


We received a copy of the complaint filed with the Better Business Bureau regarding your auto 
loan. We appreciate the time you have taken to document your thoughts and concerns regarding 
this matter. 

We regret the frustration you experienced when you contacted the Bank about the title for your 
vehicle. At Fifth Third Bank, we are continuously evaluating the service we provide to our 
customers. We sincerely value your feedback as it assists us in delivering first class customer 
service which is a priority to us. It is feedback like yours that helps in identifying problems to 
improve the level of service we provide to our customers. 

On April 25, 2015, you entered into an agreement for an auto loan in the amount of $28,575.56, 
using a **** ****** ****** as collateral. The vehicle was titled in the state of ********* at the 
time the loan was opened. On page two of the enclosed Security Agreement, you agreed to pay all 
expenses for fees associated with maintaining the security interest in the vehicle. 

In the complaint filed with the Better Business Bureau, you state that you had to move to 
******* since you are in the military and will need to move to different states in the future. If 
you move to a state that requires that you re-title your vehicle in that state, you will be charged a 
fee by our collateral vender. I apologize if you were told otherwise, however, in the Security 
Agreement that you signed at the loan closing, you agreed to pay all license fees to maintain the 
collateral. I have enclosed a copy of the Security Agreement with the related section highlighted 
for your review. 

************** partners with Fifth Third Bank to provide our auto loan customers various auto 
loan maintenance requests. In order to transfer a car title that is held for collateral to another state, 
you must contact ************** directly at ###-###-####, Monday through Friday, 9 a.m. to 8 
p.m. ET. You may also submit your request online at **************.com. The cost for the new 
title will be $43.00 if ordered by phone or $36.00 if ordered online. We regret that you are not 
exempt from this fee even though you are in the military. 


Thank you for your patience while waiting for a response. On behalf of Fifth Third Bank, I would 
like to also thank you for your service to our country. You are a valued customer and we hope 
you will allow us to service your financial needs in the future. If I could be of further assistance to 
you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. 
to 6 p.m., ET. 


Sincerely, 



Lisa S.
Office of the President 

Pc: Better Business Bureau 

Enclosure: Security Agreement 


Consumer Response:  

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  5/3 bank will continue to use a scam third-party company to rip off its customers. Very pathetic and disappointing. Running a company this way is unethical and just wrong. I have never, in 14 years of military service (with 6 moves) dealt with such a ridiculous bank. 

Regards,
***** ******

5/23/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: ***** ******* **** is a bill collecting agency used by Fifth Third Bank whom we had a loan with for our **** ********. The loan was paid off from Fifth Third on April 6, 2016 but ***** ******* has continued to bill us for the payment cost. On April 15, 2016 when the first transaction after our payments were completed occured, I called and was told that because it was a short time from they were unable to stop the payment but that it would be returned in 10 business days, which should have been April 29, 2016. As of May 7, 2016 that refunded has not been issued to our bank. Additionally, the company took funds out again on May 1, 2016 in the same amount. These two transactions resulted in a debit of $610.66 from our account that was not connected to an active loan of any kind and should not have been made. Additionally, the loss of our income from the May 2, 2016 resulted in five transactions being marked non-sufficient funds, resulting in $145 in penalty charges from our bank and $175 in penalty charges from the companies who did not receive payment, making our grand total loss $930.66. Additionally, we have been told by both ****** *** and ******* to expect an increase in our interest rates for the loans because of the NSF. Once again my husband called yesterday and was told they would issue a refund within 10 business days. They could not tell us if the first refund had ever even been issued, where it was in the process, nor could the speaker tell us with 100% certainty that it won't happen again. We are desperate. We are both teachers with three children of our own and this could ruin our life in the truest sense of the world as it will have a snowball effect on our bills, particularly if the interest rates rise. Fifth Third Bank has told us repeatedly this is an issue with ***** ******* **** LLC and that they cannot stop the debiting nor do they issue any refunds of NSF fees or funds collected. They simply receive payments from ***** ******* **** LLC when issued to them. They will not intercede in any way according to the managers we have spoken to there. ***** ******* **** LLC says their responsibility is only to take direction from Fifth Third Bank, and they have received no directions. Neither company is willing to solve our problem at all, let alone in a timely fashion and in the meantime this snowball effect that we did not cause will have REAL consequences for our family. Please help us!

Desired Settlement: We want a refund of $930.66 in accordance with the two payments and 12 NSF fees we have incurred this month. We want an agreement that both parties will issue a letter that we can submit to ******* and ****** *** acknowledging that we did not cause the debiting and that we should not be penalized through an interest rate increase because of it. We want any other items that might bounce directly due to this incident to be covered by ***** ******* **** LLC and/or Fifth Third Bank.

Business Response: ******* ** ****** 
*** ******** ****** ** 
********** ** ***** 


Date: May 13, 2016 
Account: ********* 


Regarding Your Vehicle Installment Loan 


Dear ******* ** ******: 


We received a copy of the letter you sent to the Better Business Bureau regarding your vehicle 
installment loan. We appreciate the time you have taken to document your thoughts and 
concerns regarding this matter. 

On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration 
this matter may have caused you. Please be assured we have researched this matter fully, and 
passed on your concerns to the relevant parties within the Bank. I also want you to know that 
customer concerns are reviewed by our senior and executive management teams as part of our 
ongoing commitment to improving our customers’ satisfaction. 

On April 21, 2016, we received funds in the amount of $11,684.45 to pay off your vehicle 
installment loan. The payoff payment was posted to your account on April 22, 2015. Since the 
payment of $11,684.45 exceeded the payoff amount by $9.06, a refund check in the amount of 
$9.06 was sent on May 6, 2016. If you have not received the refund check, please contact me 
directly at the telephone number provided in this letter. 

On May 6, 2016, we received an additional loan payment in the amount of $606.76. Since the 
loan had already paid off when this payment was received, in approximately ten (10) business 
days from May 6, 2016, a payment refund check in the amount of $606.76 will be mailed to you. 
If you do not receive the payment check within two (2) weeks from May 6, 2016, please contact 
me directly at the telephone number provided in this letter to have a new check sent. 

According to our records, your loan payments were being sent to us from a bill payment service 
that is not affiliated with the Bank. The company is called ***** ******* ****. As part of my 
research into this matter, I called ***** ******* **** at ###-###-####, and they confirmed 
that, even if a loan is paid off, they will continue to send payment to the lender. Smart Payment 
Plan will continue sending payments until the customer has contacted them to cancel the 
service. 

When we spoke on May 9, 2016, you stated that the other borrower on the loan contacted the 
Bank in April 2016 and was informed by an employee in our Customer Service Department that 
the Bank would contact ***** ******* **** on her behalf to cancel the service with them. I 
listened to the recorded telephone call between the other borrower on the loan and the 
customer service agent. During that call there was no discussion about cancelling the service 
with ***** ******* ****. 

As we discussed during our telephone conversation on May 11, 2016, while we regret the 
issues you have experienced with your loan, the Bank is not able to reimburse you for any of the 
fees assessed by the institution where you hold your checking account. This is because none of 
the fees were assessed by Fifth Third, and because there has not been any error made by Fifth 
Third regarding your loan payments to cause fees to be assessed. Your only recourse for 
reimbursement of fees you have incurred, is by contacting the financial institution that assessed 
the fees to your checking account. Additionally, if you have previously contacted Smart Payment 
Plan to cancel the service with them, and they drafted a payment from your account after you 
requested cancellation of the service with them, they may be able to refund you for some of the 
fees you incurred. 

If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-
####, Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 



Adam P.
Office of the President 

PC: Better Business Bureau 

5/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I used the 5/3 online bill pay to pay my internet bill with ******* on 4/1. At the end of April I went to set up my payment for May, but was unable to because my bill pay service had been disabled. When I asked why at the local branch, I was told that I made the April payment from a business account (an account that was closed in March and had completely different log in credentials). When I explained to the branch manager that I could not have made a payment from a closed account, I was informed that I was incorrect, had indeed done so, and 5/3 was kind enough to pay the bill on my behalf. The problem is 5/3 wants me to pay the bill to them now. When I asked to see my payment history, 5/3 declined because my bill pay service was disabled due to delinquent activity.

Desired Settlement: at the very least I need to know the following 3 things from 5/3: 1) how I was allegedly able to make a bill payment from an account that I closed the month prior (For the record: I fully deny the bank's claim. I specifically remember making the payment in question from my personal bank account, and checking to make sure that the transaction showed up in the pending transactions list. 2) Why I was not notified about my "delinquent activity" 3) What is being done to stop this from happening in the future I would also like to request free cashiers checks for the bills payments that I can no longer be sure 5/3 bill pay service is reliably delivering.

Business Response: ******** ** ******* 
**** * ****** *** 
********* ** ***** 


Date: May 12, 2016 
Account: ********* 


Regarding Your Business Standard Checking Account 


Dear ******** ** *******: 


We received a copy of the letter you sent to the Better Business Bureau regarding your Business 
Standard Checking account. We appreciate the time you have taken to document your thoughts and 
concerns regarding this matter. 

On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this 
matter may have caused you. Please be assured we have researched this matter fully, and passed on 
your concerns to the relevant parties within the Bank. I also want you to know that customer concerns are 
reviewed by our senior and executive management teams as part of our ongoing commitment to 
improving our customers’ satisfaction. 

According to our records, on March 28, 2016, an online bill payment in the amount of $211.88 and 
payable to ******* *****, was initiated by you to be paid from your Business Standard Checking 
account ending in ****. The effective date of the payment, which is date that the payment would actually 
be paid from the account, was April 1, 2016. On March 30, 2016, the account was closed per your 
request. While a bill payment cannot be made from a closed account, in this case the payment was made 
because the payment was initiated before the account was closed. Since the account was closed with a 
zero balance when the payment was made by the Bank, the Bank needed to be reimbursed by you for 
the amount of the bill that the Bank paid. 

When you previously contacted the about regarding this matter, you requested that the payment be made 
from your Fifth Third Essential Checking account ending in ****. Therefore, on May 9, 2016, the Bank 
debited your checking account ending in ****, in the amount of $211.88. 

For your convenience, I have enclosed a copy of our Digital Services User Agreement. Beginning on 
page six (6) through page eight (8), you’ll find additional information pertaining to our bill payment 
services. However, it is important to note that, when closing an account it is important to ensure that there 
are no outstanding checks or pending payments, and that you have cancelled all direct deposits and pre-
authorized debits. This will help prevent this type of issue from occurring in the future. 

Although we certainly sympathize with the issue you experienced, we are unable to send free cashier’s 
checks to you. However, we did confirm that you now have access to our online bill payment service. 

If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, 
Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 



Adam P.
Office of the President 

PC: Better Business Bureau 

Enclosure: Digital Services User Agreement 


5/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a fifth third customer for around 7 years. I have made my payments on time month after month until recently. I have been in contact with them starting in December and was looking for help. I have been told several different things by several different people. I have been pulling every last dime together to make the house payment and have been trying to sell. I was first told that there was nothing they could do for me until I missed 3 payments and had the home listed with an agent. Once the home was listed I called them expecting good news. I was then told beings the home was listed for sale that there was nothing that they could do to help. I have missed one payment and am about to kiss another but good news is that we have a buyer, all inspections have been completed and appraisal will be done next week so we should close soon. Again I call fifth third and was told that I could request a hold placed on my account. She gives me the number and I call. I am then told that they cannot place a hold on my account. I have been doing nothing but try and be proactive in this situation and they are doing nothing for me cover the years I have never missed a payment and paid tens of thousands of dollars to them in interest. Just another example of corporations taking advantage of people.

Desired Settlement: I would like my account froze until payoff/close and to be retroactive back to the last payment made with no credit reporting made. i don't feel like I am asking for anything that their customer service people told me I could do. Also all late fees removed as that's what you should do to people that are trying to get out of a difficult situation.

Business Response:

 

****** * ****** 
**** ***** **** 
******** ** ***** 

Date: May 11, 2016 
Account: ********* 

Regarding Your Better Business Bureau Complaint 

Dear ****** * ******: 


We have received your complaint from the Better Business Bureau, regarding your mortgage 
loan account. We appreciate the time you have taken to express your thoughts and concerns 
regarding this matter. 

On behalf of the Bank, I apologize for the difficulties you have experienced. It was certainly not 
our intention to cause you any undue hardship or frustration. I was unable to verify an 
application for hardship assistance since December 2015 and after further review of your 
accounts, there is no indication that we previously advised you to stop making payments during 
that time, or any record advising that your account could be placed on hold or frozen for credit 
bureau reporting. Currently your account is thirty (30) days past due for the April 1, 2016, 
payment and that information will be reported to the credit bureau as we are unable to withhold 
reporting for your account. 

Please be advised, I have reviewed your account and found that you do qualify for a courtesy 
fee waiver of $30.89 and that has been waived on your account and no further fees are 
available to be waived. To avoid additional fees and credit bureau reporting you would need to 
continue to make your payments by your due date each month. 

Additionally, should you require a payoff for your mortgage account please call ###-###-####, 
you can received a verbal payoff by entering the pound (#) key and full account number 
followed by the last four (4) digits of your social security number to access the mortgage loan 
automated menu and select payoff, or you may opt to speak with a customer service agent who 
would be able to assist you as well. 

We appreciate your patience while we researched this matter and apologize for any 
inconvenience this situation may have caused you. If I could be of further assistance to you, 
please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 
6 p.m., ET. 


Sincerely, 


Shannon K. 
Office of the President 

5/22/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Since January 2015 I have been contact ******* Collection Agency and made three dispute against them , Fith Third Bank and Fifth Third Bank private collection Agency ******* *** **********.to change my credit report status to Bankruptcy 7 and erase my account from Fith Third Bank to zero balance. ********** already put in my record Bankruptcy 7, why ******* is having so problem to changing since October 2013. ******* have been changed my creidt score like three times to 664 fair score because they again put the Fith Third Bank balance of $146,638.00 and 20 Missed Payments with a reason of foreclosure. Please help me with this situation to contact this the Companies and change my Credit report status to Bankruptcy 7 for last time. I am tired of this situation and I have no time to be stress out when this Agency ******* and Fith Thir Bank know that with BK7 my bal. must to be zero. If you need more prove or documents about my information, please feel free to send me an email or call me.Your prompt attention on this matter will be appreciated.

Desired Settlement: Correction the status of my credit report to Bankruptcy 7 and maintain that reason in my credit report for the period of time that is allow per law (8 to 10 years).

Business Response: ***** ** ***** 
*** * ******* ****** **** 
******* ** ***** 


Date: October 20, 2015 
Account: ********* 


Regarding Your Mortgage Loan 


Dear ***** ** *****: 


We received a copy of the letter you sent to the Better Business Bureau concerning the 
information reporting on your credit report for your mortgage loan. We appreciate the time you 
have taken to document your thoughts and concerns regarding this matter. 

On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration 
this matter may have caused you. Please be assured we have researched this matter fully, and 
passed on your concerns to the relevant parties within the Bank. I also want you to know that 
customer feedback is reviewed by our senior and executive management teams as part of our 
ongoing commitment to improving our customers’ satisfaction. 

We have completed our review of the information reporting on your credit report for your 
mortgage loan. Our review determined that the information provided to the credit reporting 
agencies is incorrect. Please be assured we have submitted an update to all four (4) credit 
bureaus to correctly report the account as being included in your Chapter 7 Bankruptcy 
discharged on October 29, 2013, with a zero balance owed. Enclosed is a copy of the credit 
bureau correction letter we submitted on your behalf. Please allow approximately thirty (30) 
days for the credit reporting agencies to update their reporting. Please also be assured that we 
will continue to conduct reviews and follow up with the credit reporting agencies until we ensure 
the account is reporting correctly. 

If you would like to contact the credit bureaus directly, their contact information is below: 

******* ###-###-#### 
******** ###-###-#### 
********** ###-###-#### 
******* ###-###-#### 

We strive to provide professional and accurate service to our customers, and I apologize for any 
inconvenience this situation may have caused you. If I could be of further assistance to you, 
please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 
6 p.m., ET. 


Sincerely, 



Adam P.
Office of the President 

PC: Better Business Bureau 

Enclosure: Credit Bureau Correction Letter 

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Dear BBB Representative:
 
Sorry for the delay respond, but I was waiting for Fifth Third Bank letter about my issue.
The issue is still in resolve, nothing yet has been resolve yet.
 
I received a letter from Fifth Third Bank on October 23rd, later dated on October 20, 2015 that they have completed their review of the information reporting on my credit report for my mortgage loan. Their review determined that the information provided to the credit reporting agencies is incorrect. They have submitted an update to all four (4) credit bureaus to correctly report the account as being included in my chapter 7 bankruptcy discharged on October 29, 2013, with zero balance owed. But I have to wait approximately thirty (30) days for the credit reporting agencies to update their reporting, and also Fifth third bank will continue to conduct reviews and follow up with the credit reporting agencies until they ensure the account is reporting correctly.
 
I am going to wait thirty (30) days from the date of the letter to make sure if ******* have the update information. Once I can see the correction, I will let you know as soon as possible.
 
Thanks again BBB for help me with this matter, and I really appreciate it.
 
Sincerely
 
***** ** *****  *** * ******* ****** **** ******* * **   *****
 
complaint ID ********


Regards,

***** *****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  

I filed a complaint with BBB on September 2015 against Fifth Third Bank Since January 2015 I have been contacted with ******* Collection Agency and made three dispute against Fifth Third Bank and Fifth Third Bank private collection Agency ******* *** **********.to change my credit report status from foreclosure to Bankruptcy 7 and erase my account from Fifth Third Bank to zero balance. Supposedly I received a letter from Mr. P. (Office of the President) from Fifth Third Bank on October 20 2015 telling me this: "We have completed our review of the information reporting on your credit report for your mortgage loan. Our review determined that the information provided to the credit reporting agencies is incorrect.Please be assured we have submitted an update to all 4 credit bureaus to correctly report the account as being included in your chapter 7 Bankruptcy discharged on October 29, 2013, with zero balance owed. Enclosed is is a copy of the credit bureau correction letter we submitted on your behalf." I have to report that was a lie because Mr. P. does not call ******* to provide that information. When I checked my credit report again via online and by mail on February 2016 and April 2016, still showing up foreclosure with balance of $146,638.00 and 20 Missed Payments instead bankruptcy 7 with zero balance. I have been calling Mr. P. from Fifth Third Bank on April 5,12,& 15 2016 and Mr. P. apologized on 04/05/16 why my account was not changed, he will find out so I gave him extra days. On 04/12/16 he reported to me because I had a bankruptcy and was not included in the list of creditors. I informed him, that I included 5/3 Bank and also for bankruptcy 7 is not necessary to be included. Mr. P. told me that he will find out. Finally I called on 04/15/16 about my account& Mr.P. informed me that my foreclosure was on May 22,2015 with zero balance when I filed bankruptcy 7 on July 7, 2013 so they cannot change the reason from foreclosure to bankruptcy.I said is illegal.
 
Desired Outcome:
Correction the status of my credit report to Bankruptcy 7 with zero balance and maintain that reason in my credit report for the period of time that is allow per law (8 to 10 years). Also I want to BBB inform and supervise Fifth Third Bank that foreclosure occurred May 22,2013 prior to Bankruptcy 7 filing date 07/07/13 and discharge 10/29/13. By law all debts prior from Bankruptcy filing date must to be to write off or close with zero balance.


Regards,

***** *****

Business Response:
 
We have opened a follow up issue in response to *** ******* rebuttal and are working to provide a resolution as soon as possible. We are still researching his concerns but expect to have a resolution to *** ***** very soon. Please be assured that I have been diligently working to provide a response to *** ***** in as timely a manner as possible.
 
Please contact us with any additional questions or concerns regarding this matter.
 
Sincerely,
 
Adam P.
Consumer Resolution Specialist
Fifth Third Bank | Office of the President
5050 Kingsley Dr.
MD 1MOCOP
Cincinnati, OH 45263

Business Response: ***** ** ***** 
*** * ******* ** **** 
******* ** ***** 


Date: May 4, 2016 
Account: ********* 


Regarding Your Mortgage Loan 

Dear ***** ** *****: 


Thank you for your follow up telephone call to the Bank as well as your follow up 
correspondence to the Better Business Bureau regarding the information reporting on your 
credit report for your mortgage loan. We appreciate the additional time you have taken to 
document your thoughts and concerns in this matter. 

On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration 
this matter may have caused you. Please be assured we have researched this matter fully, and 
passed on your concerns to the relevant parties within the Bank. I also want you to know that 
customer concerns are reviewed by our senior and executive management teams as part of our 
ongoing commitment to improving our customers’ satisfaction. 

During our telephone conversation on April 15, 2016, I communicated to you that ******* was 
correctly reporting the account as part of the foreclosure sale that occurred on May 22, 2013. 
However, it has been determined after further research that the account should be reporting as 
part of the Chapter 7 Bankruptcy that was discharged on October 29, 2013. Therefore, on May 
4, 2016, we submitted an update to all four (4) credit reporting agencies to correctly report the 
account as being included in your Chapter 7 Bankruptcy, discharged on October 29, 2013, with 
a zero balance owed. 

Please allow approximately thirty (30) days for the credit reporting agencies to update their 
reporting. Please also be assured that we will continue to conduct reviews and follow up with 
the credit reporting agencies until we ensure the account is reporting correctly. 

If you would like to contact the credit reporting agencies directly, their contact information is 
provided below for your convenience: 
******* ###-###-#### 
******** ###-###-#### 
********** ###-###-#### 
******* ###-###-#### 

We strive to provide professional and accurate service to our customers, and regret any 
confusion our prior communications may have caused for you. If I could be of further assistance 
to you, please call me at ###-###-#### or toll free at ###-###-####, Monday through Friday, 
8 a.m. to 6 p.m., ET. 


Sincerely, 



Adam P.
Office of the President 

PC: Better Business Bureau 


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  

I do not trust in Mr. Adan P.. Last time conversation on April 15,2016 he informed to me that his Company Fifth Third Bank will not change their determination from foreclosure to Bankruptcy Chapter 7, and will report it also to ********** and ********.,even when I provided all information of my discharge and also my Bankruptcy 7 filing date was on July 7, 2013 after the foreclosure date May 22, 2013.  Also Mr. P. in the first dispute sent me a letter on October 20,2015 that he submitted an update to all 4 credit bureaus to correctly report the account as being included in your chapter 7 Bankruptcy discharged on 10/29/13, with zero balance owed, and he never reported it to the 4 Agencies, because I had to do a new dispute against ******* and I have to do a new one to ********** because Mr. P. told me in that last call on April 15, 2016 that he will inform to ********** as well about my foreclosure.

    I am still checking my ********** report recently and now ********** removed my bankruptcy 7 discharge and put again a debt of $170,000 with 4 missing payments on October and November 2011, and January and February 2012. When this debt was supposed to be removed with zero balance, no missing payments and with the reason of Bankruptcy 7 discharged. Mr. P. is not a man of word. I will appreciate if BBB supervise Mr. Prussia to provide the information of my bankruptcy 7 discharge with zero balance, no missing payments  to the 4 Credit bureaus like he supposedly indicatd in this current letter. Thanks

see copy of ********** report:
 ****** ******* ******* **** * * * * **** ** *** * * * * * * * * * * **** ** ** ** ** ** ** ** ** ** ** ** ** **** ** ** ** ** ** ** ** ** ** ** ** ** **** ** ** ** ** ** ** ** ** * * * * * * * * * * * * *  ******* **  ****** **** **** ***  ******* **** **** **  ***** **** **** **  ***** **** **** ******** ******* ******* ***** ***** **** ******** ** ** ****** *********** ** ***** ******* *******  ******** ******* ******  ******* ***** ******* ******  ******* **** **** **** ** **** *******  *** *** **** ****** **** ***  ** ***** ******** **** ****  ***** *******  ******* *********** ******** ** ********* ***** **** ************ ******** ***** *****                                                                                                                        

Business Response: In my last response to the customer, it was explained that, on May 4, 2016, we submitted an update to all four (4) credit reporting agencies to correctly report the account as being included in the Chapter 7 Bankruptcy, discharged on October 29, 2013, with a zero balance owed.  It was also communicated that the update submitted to the credit reporting agencies on May 4, 2016, would take approximately thirty (30) days for the credit reporting agencies to update their reporting.

We have a scheduled follow up date of June 17, 2016, to ensure that the update submitted on May 4, 2016, is reflected on the customer’s credit report. If the account is reporting correctly at that time, the customer will not receive an additional response from us. If the reporting is still incorrect at that time, we will send another response to the customer informing him that the account is still not reporting correctly, and that another update has been submitted to the credit reporting agencies.



Thanks,



Adam P.

Consumer Resolution Specialist

Fifth Third Bank | Office of the President

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   
Regards,

***** *****

I disagree with Mr. P., because our first phone conversation was on April 5th, 2016, was not on May 4th, 2016, he informed that day that he personally will contact ******* to report  Chapter 7 Bankruptcy, discharged on October 29, 2013, with a zero balance owed regarding the letter he sent me in October 20, 2015 that he contacted the 4 Credit Bureau, and he never did. He told me that he will call me to let me know, and he did not call me back.

Then on April 12,2016 I called Mr. P. again asking about verification of his call to *******, and he told me that he did not contact the Credit Bureau because he stated that the Foreclosure was made on May 22, 2013 , and Fifth Third Bank was not included in the list of Creditors. I informed Mr. P. that I included Fifth Third Bank and ******** ********** to the list of Creditors, and for Bankruptcy 7 anyway is not necessary include the Creditors, but we included anyway. Also I informed Mr. P. that the Foreclosure was made on May 22,2013, prior to the Bankruptcy 7 filing date on July 7, 2013, so all debts must to be closed due to Bankruptcy. So Mr. P. told me he will investigate with his Department & will call me back in two days, but he never called me.   

So finally I called Mr. P. again on April 15, 2016 and Mr. Prussia informed that his Company Fifth Third Bank will not change the status from Foreclosure to discharge Bankruptcy 7 because he stated that the foreclosure was filed with not debt before the Bankruptcy 7, when that information is completely wrong because Bankruptcy 7 filing date was filed after Foreclosure date and the Credit Bureau still showing up a debt of 170,000 with 4 missing payments when was supposed to be closed with zero balance.

 

I will like if BBB monitor Mr. P. letter until June 17 to find out in all 4 Credit Bureau if my status was changed from Foreclosure to Discharge Bankruptcy 7 with zero balance and not missing payments. Thanks

 

 

 

 

Business Response: Regarding the attached correspondence from *** *****, since there is no additional to provide at this time, I will wait until the scheduled follow up date of June 17, 2016, before providing the customer with an additional response. If the account is reporting correctly at that time, the customer will not receive an additional response from us. If the reporting is still incorrect at that time, we will send another response to the customer informing him that the account is still not reporting correctly, and that another update has been submitted to the credit reporting agencies.

Typically, as stated above, if the account is reporting correctly at that time, the customer will not receive an additional response from us. However, in the interest of customer service, I will be sure to contact the customer by phone on June 17, 2016, to discuss the reporting of the account at that time.



Thanks,



Adam P.

Consumer Resolution Specialist

Fifth Third Bank | Office of the President

5/21/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Had fraud on my credit card even offered to get a police report I keep getting the run around from 53rd bank. No help with my issue people can commit fraud against me I lost my wallet yes I know that part was bad but it was turned back in then during that time they used my card someone did now 53rd wont honor there "dont worry about fraud saying." I have fraud I have always made credit card payments on time now guess what they don't mind taking my payments. But God forbit them to back up the fraud charges!

Desired Settlement: CREDIT OFF MY FRAUD CHARGES ON MY CREDIT CARD!!!!!!!!!!!

Business Response: ***** ** ******** *** 
**** **** **** 
******** ** ***** 


Date: May 2, 2016 
Account: ********** 


Regarding Your Credit Card 


Dear ***** ** ******** ***: 


We received a copy of the complaint you filed with the Better Business Bureau, regarding the 
fraudulent transactions that posted your credit card account. We appreciate the time you have taken 
to document your thoughts and concerns regarding this matter. 

Your comments expressing less than quality service are very concerning. On behalf of the Bank, 
please accept my sincere apologies for any inconvenience this matter may have caused you. We 
strive to provide professional and accurate service to our customers, and we regret if that has not 
been your experience. 

On April 25, 2016, you contacted the Bank about six (6) unauthorized transactions posted to your 
credit card ending in ****. At that time, a block was placed on the account and dispute case number 
*********** was opened for the following items: 

Date Amount Merchant Name 

March 10, 2016 $3.10 *** * *** 
March 10, 2016 $15.92 **** **** ***** 
March 10, 2016 $50.16 **** *** 
March 11, 2016 $2.06 *** * *** 
March 11, 2016 $3.22 ***** **** *** 
March 11, 2016 $177.27 ******** **** 

It should be noted that a replacement credit card ending in **** was issued and sent to the address 
on file for your account. In addition, please allow up to ten (10) days to receive the initial letter 
regarding your dispute case. 

When disputing transactions on your credit card, we make every effort to resolve the dispute in as 
timely a manner as possible. As a result, please allow up to sixty (60) days for our investigation to be 
completed. If our research supports your dispute, the transactions in question and related finance 
charges will be credited back to your account. However, if our research does not support your 
dispute or if we receive proof that the transactions are legitimate, the purchases and applicable 
finance charges will remain on your credit card. After we have completed our investigation, a final 
resolution letter will be sent to the address on file detailing our decision. In order to follow up 
regarding the status of your dispute, please contact our Dispute Department at ###-###-####. 
Representatives are available assist you Monday through Friday, 7 a.m. to 8 p.m., and Saturday, 
8:30 a.m. to 5 p.m., ET. 

*** ******** **** please be assured that it was not our intention to cause you any hardship or 
frustration. You are a valued customer and we look forward to serving your financial needs in the 
future. If I could be of further assistance to you, please contact me directly at ###-###-#### or toll 
free at ###-###-#### Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 



Danielle S. 
Office of the President 

Pc: Better Business Bureau 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   

Regards,

***** ********

I reject this message very generic will never do business with 53rd again you guys need to honor this fraud claim I have many members of my family who bank here they are all pulling there bank accounts from fifth third because of this. You guys are losing 18 personal accounts and 3 business accounts. Just hope you know by the way you do business you will lose a lot more accounts.

Business Response:
***** ** ******** *** 
**** **** **** 
******** ** ***** 


Date: May 10, 2016 
Account: ********** 


Regarding Your Credit Card 


Dear ***** ** ******** ***: 


We received a copy of the rebuttal complaint you filed with the Better Business Bureau, regarding the dispute 
claim submitted for your credit card account. We appreciate the additional time you have taken to document 
your thoughts and concerns regarding this matter. 

On behalf of the Bank, please accept my sincere apologies for any inconvenience our dispute process may be 
causing you. We strive to provide professional and accurate service to our customers, and we regret if that has 
not been your experience. 

I have confirmed with our Dispute Department that your dispute claim number *********** has not been 
denied. On May 3, 2016, provisional credits for the disputed transactions were posted to your credit card ending 
in ****. Therefore, your dispute claim is still open and we are actively investigating the unauthorized purchases. 

As stated in our previous response, please allow up to sixty (60) days for the investigation to be completed. If 
our research supports your dispute, the provisional credits will remain on your credit card and the related 
finance charges will be credited back to your account. However, if our research does not support your dispute or 
if we receive proof that the transactions are legitimate, the provisional credits will be removed and the applicable 
finance charges will be assessed to your credit card. After we have completed our investigation, a final 
resolution letter will be sent to the address on file detailing our decision. In order to follow up regarding the status 
of your dispute, please contact our Dispute Department at ###-###-####. Representatives are available assist 
you Monday through Friday, 7 a.m. to 8 p.m., and Saturday, 8:30 a.m. to 5 p.m., ET. 

*** ******** **** it is certainly not our intention to cause you any difficulty or frustration. You and your family 
are valued customers and we appreciate your business. As a result, we hope that all of you will continue to 
maintain your relationship with Fifth Third Bank. If I could be of further assistance to you, please contact me 
directly at ###-###-#### or toll free at ###-###-#### Monday through Friday, 8 a.m. to 6 p.m., ET. 

Sincerely, 


Danielle S.
Office of the President 

Pc: Better Business Bureau 

5/21/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 3/23/2001. I opened a 15 yr boat installment loan, with ***** ******* ****. Fifth Third bank took over this loan in 2008 The final installment was due on 3/23/16 , and was paid. I then received another bill asking for an additional $5,396.75 , on this same loan , with no explanation. I have called numerous time to the 5th Third collection office , as well as visiting the bank loan officer 3 times , to no avail for an explanation, other than to be told it was for additional interest for having late payments during the course of the loan. Whenever late , I paid the late fee that was charged. Nowhere in my contract does it allow the bank to charge additional interest of any kind other than 4% of the installment amount , which was paid. I just received a new bill showing a late fee of $215.16 on top of the $5396.75. The bank calls me 3X a day and yet no one can show me how this interest came about.I am being harassed , insulted and annoyed by all of these different people form the bank , yet still no one will help me. They did send a loan history from 2008 till present but it makes no sense. Even the loan officer could not understand it. I paid , 108 installments , that was what was agreed to and now they want almost $6000.00 more. I have almost paid the same amount of the original loan in interest payment. Next they will probably repossess my boat!!

Desired Settlement: I would like a knowledgeable person ( senior management) to contact me and show me where in my contract it says that they can doe this extortion. Also , would like for them to show me on what date my payment was made and how much additional interest was charged and how they came up with each amount. I have had many installment loans and this has never happened to me. If they cannot support there charges , I would expect a full credit of these charges and my title for this boat be released.

Business Response: ***** ** ***** 
**** ** **** ****** ** 
********* ** ***** 


Date: May 10, 2016 
Account: ********* 


Regarding the Final Payment for Your Installment Loan 


Dear ***** ** *****: 


We received copies of the complaints you submitted to the ******** ********* ********** ******, the 
******* ******* ****, and the Better Business Bureau regarding the final payment for your installment 
loan. We appreciate the time you have taken to document your thoughts and concerns regarding this 
matter. On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may 
have caused you. 

On March 23, 2001, you agreed to a one hundred eighty (180) month installment loan of $65,050.00 with 
an interest rate of eight percent (8.00%). Your installment loan is a simple interest loan. This means that 
interest accrues daily on unpaid principal. When we receive your monthly payment, we first apply the 
funds to all of the interest that has accrued since your last payment. Then we apply the remaining funds 
to the unpaid principal balance. Your payment habits affect the amount of interest you pay over the life of 
your loan. If payments are received late during the life of the loan, you pay more in interest over the life of 
the loan. Because less of your payments are applied to the principal balance, there may be a larger final 
payment because of fees paid and additional interest charged. I have enclosed a copy of your loan Note 
for your review. Please refer to the section titled “PAYMENT” for information regarding interest accrual. 
Please note that the $46,923.97 in finance charges that your Note states you will pay over the life of the 
loan is based on the assumption that all payments will be paid in the correct monthly payment amount by 
the due date each month. 

Your installment loan is considered past due for payment if we do not receive your total monthly payment 
by the due date indicated on your contract. The final calendar day of your ten (10) day grace period for 
the loan is not considered the due date for your payment obligations. The grace period indicates when a 
late charge will actually be assessed to your account for a past due payment. During the life of the loan, 
many of your payments posted past the due date and even past the ten (10) day grace period. Each time 
one (1) of your payments was received after the ten (10) day grace period, a late charge was assessed to 
the account. Additionally, the collateral was repossessed in September 2009 when the loan was three (3) 
payments past due. This resulted in a repossession fee of $1,298.00 being assessed to your installment 
loan, along with an increased interest expense due to the account having a higher principal balance than 
it should have if the payments were made on time. I have enclosed a copy of your payment history for 
your review. 


On February 26, 2016, we sent a final payment notice informing you that a final payment of $6,001.05 
was due on March 23, 2016, which was the maturity date for your loan. Your monthly payments up until 
this point were $621.80. However, due to the many late payments throughout the life of your loan that 
increased the interest cost associated with the account, you still owed a significant principal balance. 
When we did not receive your final payment by the end of your grace period, we assessed a late charge 
of $215.16, which represented 4.00% of the amount due as of March 23, 2016, which was $5,379.12. 
Please note that the balance was lower due to the payment of $621.80 that we received and posted on 
March 22, 2016. 

As of May 10, 2016, your installment loan is due for the full payoff amount of $5,650.71. Interest accrues 
daily by $1.18. The outstanding balance owed is broken down as follows: 

? $5,377.95 outstanding principal balance owed 
? $215.16 late charges due 
? $57.60 Interest accrued as of May 10, 2016 

In order to make arrangements for payment, please contact our Collection Department at ###-###-####. 
That department is available to assist you Monday through Friday from 8 a.m. to 9 p.m., ET, and 
Saturday through Sunday from 8 a.m. to 5 p.m., ET. If you are having difficulty making this payment, you 
may want to contact our Loss Mitigation Department to see if there are any options for which you may 
qualify. They can be reached at ###-###-####, option four (4), Monday through Friday from 8 a.m. to 5 
p.m., ET, and on Saturday from 8 a.m. to 12 p.m., ET. Failure to make suitable payment arrangements 
may result in negative reporting to the credit reporting agencies, repossession, and referral to a collection 
agency or attorney. 

We also conducted a thorough review of the information reported to the credit reporting agencies for your 
installment loan. We determined that not all of the information reported to the credit reporting agencies 
was accurate. Therefore, we submitted an update to all four (4) credit reporting agencies to report your 
installment loan as thirty (30) days past due for April 2016, redeemed repossession, thirty (30) days past 
due for July 2009, and sixty (60) days past due for August 2009. Please allow up to thirty (30) days for the 
credit reporting agencies to update their reporting. If you would like to contact the credit reporting 
agencies directly, their contact information is listed below: 

? ******* ###-###-#### 
? ******** ###-###-#### 
? ********** ###-###-#### 
? ******* ###-###-#### 

Thank you for your patience while we researched this matter. If I could be of further assistance to you, 
please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. 
to 6 p.m., ET. 


Sincerely, 


Shawna T.
Office of the President 


Pc: ******** ********* ********** ******, Better Business Bureau 

Enclosures (2): Installment Loan Note, Payment History 

5/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On February 9, 2016, I entered into a contract with Fifth Third Bank at ***** ******* ****** ***** ***** ******* *****. They offered a promotion whereby I must deposit $20,000 into my bank account and I must leave it in that account for 60 days. Additionally, I must make at least one direct deposit into that account. I did all that with the the Personal Banker Ms Polyana S.. The bank informed me via a letter that I would be getting the $500 cash bonus 10 days after the 60 days were up. They have acknowledged the completion of the agreement however refuse to give me my $500

Desired Settlement: Immediately deposit the $500 into my account.

Business Response: ******** ******* 
**** *** ***** *** 
**** ********* ** ***** 



Date: May 19, 2016 
Account: ********* 


Regarding Your Enhanced Checking Account 


Dear ******** *******: 


We received a copy of your complaint filed with the Better Business Bureau, concerning the cash 
bonus for your Fifth Third Enhanced Checking account. We appreciate the time you have taken to 
express your concerns regarding this matter, and I apologize for any difficulties you experienced 
when you previously attempted to discuss this matter with the Bank. 

We completed a review of your Enhanced Checking account ending in **** and the promotional 
offer you received. Our review determined that the following was required to qualify for the cash 
bonus of $500.00: 

** Open a qualified checking account with a minimum $50 deposit by March 12, 2016; 
**Maintain an average collected balance of $20,000.00, for the first sixty (60) days after the 
account is opened; 
**Establish direct deposit with at least one deposit into the checking account within that 
sixty (60) day period. 

Our records show that you opened the checking account ending in **** and a Relationship 
Money Market Savings account ending in **** on February 9, 2016. The deposit of $19,000.00 
was made into the Relationship Money Market Savings account ending in **** on February 9, 
2016. On February 10, 2016, an additional $1,000.00 was deposited into the same account. 

On March 16, 2016, a direct deposit was made into the existing Relationship Money Market 
Savings account, instead of into your Enhanced Checking account ending in ****. Because of 
this, our research determined that you failed to meet the requirements to obtain the bonus. 
Although there was no bank error, in the interest of customer service, the ***** **** Banking 
Center submitted an exception request for a credit to the account for the cash bonus. As a result, 
the cash bonus of $500.00 was credited to your Enhanced Checking account ending in **** on 
May 9, 2016. I apologize for any additional frustration this may have caused you. 


Thank you for your patience while we researched this matter for you. It is a well-known fact that 
no business can survive without its customers, and we regret you felt the need to close your 
accounts. You are a valued customer and we sincerely hope you will reconsider this decision. If I 
could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-
####, Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 


Elizabeth J.
Office of the President 

Pc: Better Business Bureau 
 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******** *******

5/19/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: fifth third mortgage bank has on multiple occasions delayed posting our mortgage payments by a week or more after receipt of them. Then they charged us with a late fee and posted late payments against our credit report. We have postal receipts proving arrival of payment before due date. They have also have raised our mortgage payment by greater then 10% even though our taxes can only go up 2% and our homeowners insurance has gone down. They will not explain this expense increase. We have requested escrow account statement going back two years, which to date have not been received. We have contacted them numerous times, and advised that they correct this issue. To date this issue is still unresolved.

Desired Settlement: I would like all 30 day late payment notices to credit report removed. Would also like to have a full accounting of our escrow account to prove reason for 10% increase in mortgage payment.

Business Response: ********* ***** 
** *** *** 
******** ** ***** 

Date: February 11, 2016 
Account: ********* 


Regarding Your Mortgage Loan 


Dear ********* *****: 


We received a copy of the complaint you filed with the Better Business Bureau in addition to the letters sent to the Bank 
concerning your mortgage loan. We appreciate the time you have taken to document your thoughts and concerns. 

On behalf of the Bank, please accept my sincere apologies for the difficulties you have experienced with your mortgage 
loan. It was certainly not our intention to cause you any hardship. We strive to provide an exceptional experience to our 
customers, and I am sorry we did not meet your expectations. I also want you to know that customer concerns are 
reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ 
satisfaction. 

We completed a review of the mortgage loan account ending in ****. I have enclosed a copy of the Note, which explains 
that your monthly payment is due on the first day of each month and is considered past due if we do not receive your total 
monthly payment by that date. If we do not receive your total monthly payment within fifteen (15) days of the due date, 
you will pay a late payment fee of 2% of the part of the payment that is overdue. Our review of the payment history to the 
account included the following: 

Negative 
Date Payment Due Date Late Charge (If Credit 
Received Amount Satisfied Applicable) Reporting (If 
Applicable) 
1/31/14 $ 2,894.67 1/1/14 $ 37.05 
2/28/14 $ 2,894.67 2/1/14 $ 37.05 
3/28/14 $ 2,894.67 3/1/14 $ 37.05 
4/30/14 $ 2,894.67 4/1/14 $ 37.05 
5/30/14 $ 2,894.59 5/1/14 $ 37.05 
6/30/14 $ 2,867.74 6/1/14 $ 37.05 
8/1/14 $ 2,867.00 7/1/14 $ 37.05 30 Days Late 
8/29/14 $ 2,867.00 8/1/14 $ 37.05 
10/1/14 $ 2,867.73 9/1/14 $ 37.05 30 Days Late 
10/31/14 $ 2,832.13 10/1/14 $ 37.05 
12/1/14 $ 2,867.73 11/1/14 $ 37.05 
12/30/14 $ 2,867.73 12/1/14 $ 37.05 
2/5/15 $ 2,867.73 1/1/15 $ 37.05 30 Days Late 
3/2/15 $ 2,830.68 2/1/15 $ 37.05 
3/31/15 $ 2,830.68 3/1/15 $ 37.05 
5/1/15 $ 2,867.73 4/1/15 $ 37.05 30 Days Late 
6/1/15 $ 2,830.68 5/1/15 $ 37.05 
6/30/15 $ 3,263.26 6/1/15 $ 37.06 
reversed on 
7/15/15 $ 3,263.26 7/21/15 
7/28/15 $ 3,265.00 7/1/15 $ 37.05 
8/28/15 $ 3,302.00 8/1/15 $ 37.05 
9/28/15 $ 3,302.00 9/1/15 $ 37.05 
10/30/15 $ 3,303.00 10/1/15 $ 37.05 
returned on 
11/30/15 $ 2,000.00 12/16/15 
12/23/15 $ 3,303.00 11/1/15 $ 37.05 30 Days Late 
1/11/16 $ 3,263.26 12/1/15 $ 37.05 30 Days Late 
1/22/16 $ 3,305.00 1/1/16 $ 37.05 


It should be mentioned that mortgage payments received on a Monday are automatically backdated by our system to the 
prior Friday to allow for the instance that the grace period may have ended over the weekend. Because of this the 
following payments were adjusted: 

? Your payment received on June 30, 2014, was backdated to May 27, 2014. 
? Your payment received on December 1, 2014, was backdated to November 26, 2014. 
? Your payment received on March 2, 2015, was backdated to February 27, 2015. 
? Your payment received on June 1, 2015, was backdated to May 29, 2015. 
? Your payment received on January 11, 2016, was backdated to January 8, 2016. 

I have enclosed a copy of the entire loan payment history for your records and review. 

You also mentioned a concern for the payment that was not applied to your mortgage loan. As detailed in the Mortgage, 
on page four (4), full or total monthly payment amounts are required before we can post a payment to your mortgage. A 
full monthly mortgage payment includes your total principal and interest payment due, plus your monthly tax and 
insurance obligations. If we do not receive the total mortgage payment that is due, any funds or partial payments that we 
receive may post to the account in an unapplied state. Any unapplied funds may be reapplied or returned to you at a later 
time depending on the degree of delinquency on the mortgage account. On November 30, 2015, we received your 
payment in the amount of $2,000.00, because this payment did not satisfy the payment due for November 1, 2015, in the 
amount of $3,263.26, it was placed on the mortgage loan in an unapplied state. On December 1, 2015, we sent the 
enclosed letter to you requesting instructions for this payment. Because we did not receive instructions or a full payment 
amount, we returned the funds to you on December 16, 2015, via check ********. 

We also reviewed the United States Postal Service Receipts that you sent to the Bank. The receipts you have provided 
list expected delivery dates, which are not guaranteed. For the purposes of changing the date a payment was received by 
the Bank, we would request proof of delivery with a signature guarantee. 

Our review of the payment history to your account has determined there is no Bank error in applying the payments to the 
mortgage loan, nor is there any error in the credit reporting. In addition, our review has determined there was no error in 
assessing the late payment charges to the account. Because there was no Bank error, we are unable to accommodate 
your request to waive the late payment charges and correct the negative credit bureau reporting. We regret any frustration 
this may cause you; however, we are required to report accurate information to the credit reporting. 
 

We also completed a review of the escrow account, which is analyzed each year in the month of *****, to make sure the 
escrow portion of your monthly mortgage payment covers your property taxes and insurance. As of January 26, 2016, the 
balance of the escrow account is $2,209.71. In addition, there is a total shortage in the escrow account in the amount of 
$810.19. If you wish to request the balance and/or status of your escrow account, you may do so by calling our Customer 
Service Department at ###-###-####, Monday through Friday, 7 a.m. to 8 p.m., ET. Per your request, I have enclosed 
copies of the Annual Escrow Account Disclosure Statements that were sent to you on ***** 25, 2014, and ***** 24, 2015. 

On January 26, 2016, the Escrow Department updated the escrow portion of the monthly payment to reflect the lower 
insurance premium. Because of this, effective February 1, 2016, the new mortgage payment is $3,124.01. In addition, we 
verified the tax information listed in our system is correct. For your information, our system currently reflects the following 
projected escrow payments: 

? One (1) annual payment to *** ***** ********* in the amount of $1,553.12. 
? Two (2) semi-annual payments to ****** *** Town in the amount of $1,795.42 each. 
? Two (2) semi-annual payments to ****** *** ******* in the amount of $4,650.92 each. 

Our review of the escrow account included the payment made to ********* ******** on August 3, 2015, in the amount of 
$2,097.00, which was returned to the account on August 27, 2015. Because of this, on September 18, 2015, our review of 
the request for the escrow account to be reanalyzed, determined a reanalysis was not required. Our review determined 
there was no Bank error in managing the escrow account; therefore, we are unable to meet your requests to remove the 
negative credit bureau reporting, late payment charges or refund the overpayment. As we previously mentioned, as of 
January 26, 2016, the escrow account has a total shortage in the amount of $810.19. 

As referenced in the Frequently Asked Questions of the Annual Escrow Account Disclosure Statement, if you wish to 
close your escrow account, you may submit a request in writing. Upon reviewing these requests there are various 
requirements that must be met in order to close your escrow account. Also, please refer to page five (5), section three (3) 
of the enclosed Mortgage, which explains that you will pay the lender the escrow items unless the lender waives your 
obligation to pay the escrow funds. We completed our review of your request to remove the escrow account, and on 
January 25, 2016, this request was denied due to the delinquent payments during the past twelve (12) months. I have 
enclosed the letter that was sent to you. 

On January 22, 2016, we received your payment in the amount of $3,305.00, which satisfied the payment due for January 
1, 2016, in the amount of $3,263.26. The remaining $41.74 was applied to the late charges due for the account. As of 
February 4, 2016, your next payment is due for February 1, 2016, in the amount of $3,124.01. Please be advised that the 
Bank does not offer a coupon book for mortgage loans; however, each month, a statement is mailed to the address on file 
with the Bank. I have enclosed your most recent statement for your convenience. The bottom of page one (1) may be 
remitted with your payment. 

Thank you for your patience while we researched this matter for you. If I could be of further assistance to you, please 
contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 


***** Q. 
Office of the President 

Pc: Better Business Bureau 

Enclosures: Note, Mortgage, Annual Escrow Account Disclosure Statements, Partial Payment Notice, Escrow Letter, New 
Payment Notification, Recent Statement, Loan Payment History 


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

******** this complaint was previously filed with your office - THERE HAS BEEN NO RESOLUTION BY FIFTH THRIRD BANK. Who admitted to over charging us on escrow and we have received in writing. BBB closed the previously complaint stating you did not hear back from us - the phone call that came in got cut off and gave us no options to advise that our requests to Fifth Third has gone unresolved. We have proof of our request to Fifth Third to remove the delinquencies off my credit along with sending us a check for the difference from back in July along with interest due to the gross negligence of over charging us on ESCROW
 
I am still pending contact from a Rep for bank by the name of ***** Q.. I am owed money and correction to my credit report.
 
 
I have been waiting for months now for this situation to be corrected please assist - this bank should not be able to practice banking with the negligent banking practices



Regards,

********* *****

Consumer Response:

February 25, 2016

DearApril Q.:

We have received a copy of your letter dated February 11, 2016 in addition to a copy of our mortgage agreement. We appreciate the time you have taken to respond to some of our requests.

We reference you to Exhibit A, a letter from you dated January 22, 2016 that states we would have a response mailed to us within fifteen (15) to twenty-five (25) days. Please note that your response was received to our PO Box on February 21, 2016 which is in excess of the time frame noted in your letter.

Thank you for your review of the United States Postal Service Receipts that we supplied to you. We have to pay additional monies in order to insure us the security that our payments are being received when they are delivered. You state in your letter that the receipts provided list expected delivery dates, which are not guaranteed. Finding it odd for the Federal Government to offer a two-day (2) mailing service and charge the consumer for something that is not guaranteed we took it upon ourselves to further investigate. We bring your attention to Exhibit B. We spoke with the post master of the ******** post office, which is a branch of the United States Postal Service. We were provided and advised that all bar codes that are on the receipts, in which we supplied to you are scanned and signed for, just like shown in the exhibit. Fifth Third has the abilities to go on line under the USPS tracking and pull up all tracking to show when you received our payments vs. how long it took Fifth Third to cash check.

Thank you for reviewing our payment history and believing that there was no bank error, but we are forced by evidence to disagree. It is not our error for the poor management by the bank in how long it takes for your employees to process our payment. It is odd that in review of your letter dated February 11, 2016 all the alleged "30 day" late payments are literally alleged at (1) one day late. This brings us back to our first paragraph in this letter. Which then brings us to our monthly increase of ($400) four hundred dollars a month due to "low escrow", and the added stress due to poor management of our account. Which leads to ask the question on how Fifth Third determines a payment is "late". is it determined by receipt of the check by Fifth Third bank? or is it determined by when the check is cashed? Either way I would like documentation to that effect so going forward there is no confusion.

On January 26, 2016 your Escrow Department updated our escrow portion of the monthly payment to reflect the insurance premium. Because of this, effective February 1, 2016 we received a new mortgage payment of $3124.01. This request for an Escrow review, was made via telephone to Fifth Third Bank back in July 2015. At that time we advised the Fifth Third representative of our new Home Owners carrier, ********, along with the reduction of premium. Our request went unacknowledged.

Fifth Third Bank, alleges that upon review of our escrow account, you then issued a Home Owners payment to Tri-State Consumer on August 3, 2015 in the amount of $2097.00. and was returned by Tri-State Consumer to Fifth Third on August 27,2015, due to the Fifth Third Bank error. Fifth Third Bank then on September 18, 2015 decided to review our request for the escrow account to be reanalyzed and determined a reanalysis was not require. This does prove that Fifth Third received our request in July 2015 but took (2) two months for Fifth Third Bank to complete.

Please refer to Exhibit C (2) two letters dated January 26,2016 from Fifth Third Bank. These letters state "we have corrected the amount of your monthly payment". Fifth Third Bank admits to bank error once again.

We spoke on February 22, 2016 and we advised you that on our Mortgage Loan Statement dated 2/11/2016 for our March 2016 statement there was a charge for a past due payment of $6.13. Please refer to Exhibit D. As such our January 11, 2016 statement did not note this "past due payment"? Also our conversation with you in January 2016 you advised that our account was current. Also our

February 8, 2016 payment was cashed on February 12, 2016 which is prior to the (15) Fifteenth of the month. So why would this "past due payment" be reflected in March but not February? Another Fifth Third Bank error?

Fifth Third Bank has also supplied us on our Mortgage Loan Statement dated 2/11/16, please refer to Exhibit E that there were "Unapplied funds" posted to our account on January 25,2016. Further explanation of these "Unapplied funds" and what these funds are, are being requested.

On behalf of my husband **** ***** and I we are unable to accept apologies from Fifth Third Bank due to their poor handling of our mortgage account. We have owned (3) three homes and (2) two currently and have never incurred these issues over the past (18) eighteen years. Should Fifth Third wish to do the right thing and provide quality customer service to us as the consumer we are willing to work with you. Based on the errors noted above we are again requesting Fifth Third to remove these alleged (1) one day past (30) thirty day late off our credit report. Please refer to Exhibit F. As you can see by our credit report we have been perfect for years, only issue being Fifth Third Bank. We are aware of the over (10,300) ten thousand three hundred complaints to the Better Business Bureau and multiple Class Action law suits against Fifth Third Bank, so we are not the only ones with issues.

We formally request that your revisit your prior letter and provide us with the customer service that we deserve. Thank you for your time and attention to this matter.

Sincerely,

**** and ********* *****


Pc: Better Business Bureau

Business Response: ********* ***** 
** *** *** 
******** ** ***** 

Date: March 15, 2016 
Account: ********* 


Regarding Your Mortgage Loan 


Dear ********* *****: 


We received a copy of the additional complaints you filed with the Better Business Bureau and the letter sent to the Bank 
concerning your mortgage loan. We appreciate the opportunity to respond to this matter. 

On behalf of the Bank, we would like to offer our sincere apologies for any inconvenience or frustration this matter may 
have caused you. However, we stand by the response conveyed to you in our previous letter sent to the above address 
on February 11, 2016. Our position on these matters has not changed. It should be mentioned that we thoroughly 
researched your concerns, and due to the multiple complaints and letters received, additional research time was needed. 
We regret any additional frustration it may have caused when our response was delayed and we apologize if we did not 
meet your expectations. 

As we mentioned in our previous response, our review determined there was no Bank error in managing the escrow 
account. We reviewed the request to reanalyze the escrow account on September 18, 2015, and it was determined a 
reanalysis was not required at that time. We were unable to locate a request in July 2015 for the escrow account to be 
reanalyzed. For additional clarity, our review of the escrow account on January 26, 2016, determined there is a total 
shortage in the escrow account in the amount of $810.19. Because there was no overpayment to the escrow account, we 
are unable to provide the requested refund. I apologize for any frustration or concern the letter dated January 26, 2016, 
may have caused you; however, as previously mentioned, there was no Bank error. 

In response to your request for a full accounting of the escrow account I have enclosed all of the Annual Escrow Account 
Disclosure Statements for your records and review. Our review of the escrow account activity included the following 
payments disbursed: 

* In January 2012, $1665.82 was disbursed for the city taxes. 
*In ***** 2012, $3,777.96 was disbursed for the school taxes. 
* In ***** 2012, $1,412.24 was returned to you for the escrow surplus. 
* In July 2012, $1,665.81 was disbursed for the city taxes. 
* In August 2012, $1,794.00 was disbursed for the insurance. 
* In October 2012, $3,546.73 was disbursed for the school taxes. 
*In January 2013, $1,585.83 was disbursed for the city taxes. 
* In ***** 2013, $3,546.73 was disbursed for the school taxes. 
* In ***** 2013, $486.59 was returned to you for the escrow surplus. 
* In July 2013, $1,585.83 was disbursed for the city taxes. 
* In August 2013, $1,803.00 was disbursed for the insurance. 
* In October 2013, $3,420.86 was disbursed for the school taxes. 
* In January 2014, $1,545.61 was disbursed for the city taxes. 
* In ***** 2014, $3,420.86 was disbursed for the school taxes. 
* In ***** 2014, $390.09 was returned to you for the escrow surplus. 
* In July 2014, $1,545.61 was disbursed for the city taxes. 
*In August 2014, $1,949.00 was disbursed for the insurance. 
* In October 2014, $4,402.20 was disbursed for the school taxes. 
* In January 2015, $1,726.09 was disbursed for the city taxes. 
* In ***** 2015, $4,402.19 was disbursed for the school taxes. 

The activity that will be included on the statement for the next escrow analysis, scheduled to occur in ***** 2016, will 
include the following: 

* In July 2015, $1,726.08 was disbursed for the city taxes. 
* In July 2015, $1,553.13 was disbursed for insurance. 
* In August 2015, $2,097.00 was disbursed for insurance, but this payment was returned to the account in August 
2015. 
* In October 2015, $4,650.92 was disbursed for the school taxes. 
* In January 2016, $1,795.42 was disbursed for the city taxes. 

As mentioned in the previous response, we verified the tax information listed in our system is correct. For your 
information, our system currently reflects the following projected escrow payments: 

* One (1) annual payment to *** ***** ********* in the amount of $1,553.12. 
* Two (2) semi-annual payments to ****** *** **** in the amount of $1,795.42 each. 
* Two (2) semi-annual payments to ****** *** ******* in the amount of $4,650.92 each. 

If you believe the tax information is incorrect, you may wish to contact the tax authorities to further discuss this matter. 

The Note, enclosed with the previous correspondence, explains that your monthly payment is due on the first day of each 
month and is considered past due if we do not receive your total monthly payment by that date. If we do not receive your 
total monthly payment within fifteen (15) days of the due date, you will pay a late payment fee of 2% of the part of the 
payment that is overdue. If the payment is more than thirty (30) days past due, it will be reported as delinquent to the 
credit reporting agencies. It should be mentioned that your payment will be applied to the account on the business day it is 
received. In the event that a payment is received over the weekend or on the first business day of the week, it will be 
backdated to the previous Friday to allow for the possibility of the grace period ending over the weekend. 

In regard to the post office receipts that you sent to the Bank, we stand by our previous response; for the purposes of 
changing the date a payment was received by the Bank, we would request proof of delivery with a signature guarantee. 
Our previous review of the account payment history determined that the information provided to the credit reporting 
agencies is accurate, and we cannot accommodate your request to correct prior negative reporting. The delinquencies are 
reported as follows: 

* July 2014: This payment was processed via Auto BillPayer on August 1, 2014, and satisfied the payment due for 
July 1, 2014. It should be noted that the payment date was adjusted to August 1, 2014, per the request via 
telephone to the Auto BillPayer Department on July 29, 2014. 
* September 2014: This payment was processed via Auto BillPayer on October 1, 2014, and satisfied the payment 
due for September 1, 2014. It should be noted that the payment date was adjusted to October 1, 2014, per the 
request via telephone to the Auto BillPayer Department on September 29, 2014. 
* January 2015: This payment was received on February 5, 2015, and satisfied the payment due for January 1, 
2015. I have enclosed a copy of the check with the stamped date of receipt for your records and review. 
? ***** 2015: This payment was received on May 1, 2015, and satisfied the payment due for ***** 1, 2015. I have 
enclosed a copy of the check with the stamped date of receipt for your records and review. 
* November 2015: This payment was received on December 23, 2015, and satisfied the payment due for 
November 1, 2015. I have enclosed a copy of the check with the stamped date of receipt for your records and 
review. 
* December 2015: This payment was received on January 11, 2016, and satisfied the payment due for December 
1, 2015. Because this payment was received on the first business day of the week, it was backdated to the 
previous Friday, January 8, 2016, to allow for the possibility that the grace period ended over the weekend. I have 
enclosed a copy of the check with the stamped date of receipt for your records and review. 

If you have supporting documentation to show which payments were reported as delinquent, but were paid timely, you 
may forward that to the Bank for our additional review. This documentation should be sent to the following address: 

Fifth Third Bank 
Office of the President 
5050 Kingsley Drive 
Mail Drop: 1MOCOP 
Cincinnati, OH 45263 

Alternatively, you can fax this information to my attention directly at ###-###-####. 

The transaction activity on the statement generated on February 11, 2016, explains the payment due for February 1, 
2016, was applied to the account on February 11, 2016. This statement also explains a past due amount of $6.13, which 
is for the outstanding late fees due for the account as detailed in our previous correspondence and the loan payment 
history. Per our telephone conversation on January 29, 2016, it was confirmed that the payment due for January 1, 2016, 
in the amount of $3,263.26 was satisfied with the payment received by the Bank on January 22, 2016, in the amount of 
$3,305.00. 

You also mentioned a concern for the unapplied funds to the account. As previously mentioned, a full monthly mortgage 
payment includes your total principal and interest payment due, plus your monthly tax and insurance obligations. If we do 
not receive the total mortgage payment that is due, any funds or partial payments that we receive may post to the account 
in an unapplied state. In addition, any overpayment may apply to the loan in an unapplied state until it is determined 
where the funds should be applied. Any unapplied funds may be reapplied or returned to you at a later time depending on 
the degree of delinquency on the mortgage account. Please note there are no remaining unapplied funds on the account, 
as these funds were applied to the two (2) outstanding property inspection fees due totaling $24.00, and the outstanding 
late fees in the amount of $15.74. 

Thank you for your patience while we researched this matter for you. If I could be of further assistance to you, please 
contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 


April Q. 
Office of the President 

Pc: Better Business Bureau 

Enclosure: Previous Response, Annual Escrow Account Disclosure Statements, Check Images 


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  

I ********* ***** am currently out of state and plan on responding formly to Fifth Thirds letter with the proof of their employees signatures that they themselves are too lazy to print. Fifth Third is doing nothing  but talking in circles and have proved nothing more then being bullies. I will return to *** **** on. 3/21/16 and will formally respond as I do not want this issued closed until I get honest answers from this bank. It says a lot when your customers want to run in the other direction. Please remain open for me to discuss with my attorney.



Regards,

********* *****

Consumer Response:

********* *****

** ***** ****

************ ** *****

Fifth Third Bank

5050 Kingsley Drive

MD 1MOCOP

Cincinnati, OH 45263

                                                                                                            March 23, 2016

Dear April Q.:

We have received a copy of your letter dated March 15, 2016 in addition your attachment’s. We appreciate the time you have taken to respond to some of our requests.

We would like to redirect your attention to our prior letter, in which your recent letter deflects many of our questions and concerns. Fifth Third appears to be dancing around our evidence and submitting us a template apology letter. Please stop. We have taken the opportunity to bold type all ignored questions.

We reference you to Exhibit A, a letter from you dated January 22, 2016 that states we would have a response mailed to us within fifteen (15) to twenty-five (25) days. Please note that your response was received to our PO Box on February 21, 2016 which is in excess of the time frame noted in your letter.

(Please comment to why Fifth Third Bank is not held to the same standards of timeliness?)

 

 

 

Thank you for your review of the United States Postal Service Receipts that we supplied to you. We have to pay additional monies in order to insure us the security that our payments are being received when they are delivered. You state in your letter that the receipts provided list expected delivery dates, which are not guaranteed. Finding it odd for the Federal Government to offer a two-day (2) mailing service and charge the consumer for something that is not guaranteed we took it upon ourselves to further investigate. We bring your attention to Exhibit B. We spoke with the post master of the ******** post office, which is a branch of the United States Postal Service. We were provided and advised that all bar codes that are on the receipts, in which we supplied to you are scanned and signed for, just like shown in the exhibit. Fifth Third has the abilities to go on line under the USPS tracking and pull up all tracking to show when you

received our payments vs. how long it took Fifth Third to cash check. Prove to us that the check was received by your branch on the 31st day.


We also formally request copies of the voicemail loggers that you note in your letter requesting pull dates to be changed, and a copy of the voicemail logger from July 2015 when we called requesting Fifth Third to review our escrow account. As well as the conversation that **** ***** had in June 2014 with your representative that agreed the two 2014 31 day late was in fact bank error not our and would have removed. These loggers were also requested via your voicemail on March 24, 20216 at 12:30 pm.


Please also review your own escrow statement WE ARE NOT INSURED with Tri State since July of 2015 we are insured with ********. Your paperwork is extremely sloppy, as was the handling of our escrow.



Thank you for reviewing our payment history and believing that there was no bank error, but we are forced by evidence to disagree. It is not our error for the poor management by the bank in how long it takes for your employees to process our payment. It is odd that in review of your letter dated February 11, 2016 all the alleged “30 day” late payments are literally alleged at (1) one day late. This brings us back to our first paragraph in this letter. (Please address) -Which then brings us to our monthly increase of ($400) four hundred dollars a month due to “low escrow”, and the added stress due to poor management of our account. Which leads to ask the question on how Fifth Third determines a payment is “late”. Is it determined by receipt of the check by Fifth Third bank? or is it determined by when the check is cashed? Either way I would like documentation to that effect so going forward there is no confusion.



*******We are requesting again proof to when you were in receipt of our checks from 2014/2015 and how long it took your company to process those checks to make the 31st exactly. Prove to us when your office received. Your alleged stamp dated check that you have provided, cannot been seen in what you supplied – and is not proof to how long it took your organization to post those checks once it reach your bank.



On January 26, 2016 your Escrow Department updated our escrow portion of the monthly payment to reflect the insurance premium. Because of this, effective February 1, 2016 we received a new mortgage payment of $3124.01. This request for an Escrow review, was made via telephone to Fifth Third Bank back in July 2015. At that time we advised the Fifth Third representative of our new Home Owners carrier, ********, along with the reduction of premium. Our request went unacknowledged.


 

 

Fifth Third Bank, alleges that upon review of our escrow account, you then issued a Home Owners payment to ********* ******** on August 3, 2015 in the amount of $2097.00. and was returned by ********* ******** to Fifth Third on August 27,2015, due to the Fifth Third Bank error. Fifth Third Bank then on September 18, 2015 decided to review our request for the escrow account to be reanalyzed and determined a reanalysis was not require. This does prove that Fifth Third received our request in July 2015 but took (2) two months for Fifth Third Bank to complete. ****(Please address 3/16)

Please refer to Exhibit C (2) two letters dated January 26,2016 from Fifth Third Bank. These letters state “we have corrected the amount of your monthly payment”. Fifth Third Bank admits to bank error once again. ***(Please address 3/16)

We spoke on February 22, 2016 and we advised you that on our Mortgage Loan Statement dated 2/11/2016 for our March 2016 statement there was a charge for a past due payment of $6.13. (Your response in your March 2016 letter does not address why this $6.13 was not shown or documented in your prior letters what took 2 months for this to show up on a bill) Please refer to Exhibit D. As such our January 11, 2016 statement did not note this “past due payment”? Also our conversation with you in January 2016 you advised that our account was current. Also our February 8, 2016 payment was cashed on February 12, 2016 which is prior to the (15) Fifteenth of the month. So why would this “past due payment” be reflected in March but not February? Another Fifth Third Bank error?

 


On behalf of my husband **** ***** and I we are unable to accept apologies from Fifth Third Bank due to their poor handling of our mortgage account. We have owned (3) three homes and (2) two currently and have never incurred these issues over the past (18) eighteen years. Should Fifth Third wish to do the right thing and provide quality customer service to us as the consumer we are willing to work with you. Based on the errors noted above we are again requesting Fifth Third to remove these alleged (1) one day past (30) thirty day late off our credit report. Please refer to Exhibit F. As you can see by our credit report we have been perfect for years, only issue being Fifth Third Bank. We are aware of the over (10,300) ten thousand three hundred complaints to the Better Business Bureau and multiple Class Action law suits against Fifth Third Bank, so we are not the only ones with issues.


If Fifth Third is unwilling to work with us to address these concerns, we will continue to work on this to restore our perfect credit. We will not stop or just go away, and allow ourselves to be bullied. There are plenty of other banks around. Then once we get our perfect credit that has been tarnished by the likes of Fifth Third corrected we will re finance with another mortgage company – that works with their customers and their customers’ needs instead of attempting to scar their customers with unfair practices.

 

We are also putting Fifth Third on formal notice that after 12 months – per your letter, effective February 2017 we will be pulling our escrow account from your bank. If this is not allowed at that time we will take further action.


It is obvious that Fifth Third Bank does not respect us as customers and does not want as customers. We will get our credit cleared with or without your assistance, and if it is without your assistance we will re finance with another carrier even if it means for a higher interest rate. Word of mouth is the best advertising or the worst. Please stop with your form letters of empty apologies.


We formally request that your revisit your prior letter and provide us with the customer service that we deserve. Thank you for your time and attention to this matter.



Sincerely,




**** *** ********* *****




Pc: Better Business Bureau


 



 


 


 

 

Business Response: ********* ***** 
** *** *** 
******** ** ***** 


Date: ***** 11, 2016 
Account: ********* 


Regarding Your Mortgage Loan 


Dear ********* *****: 


We received a copy of the additional complaints you filed with the Better Business Bureau, the *** **** State 
Department of Financial Services and the letter sent to the Bank concerning your mortgage loan. We appreciate the 
opportunity to respond to this matter. 

On behalf of the Bank, we would like to offer our sincere apologies for any inconvenience or frustration this matter may 
have caused you. In reviewing the concerns that you listed, we have already provided detailed explanations for each of 
these matters in the responses provided to you on February 11, 2016, and March 15, 2016. I have enclosed copies of the 
prior correspondence for your convenience. Please note, we will not provide the recorded calls as you have requested. 
These calls are intended for the Bank’s use. 

For further clarification regarding your concerns that the escrow account was not reviewed in July 2015 and a payment 
was made to ******** ********* in August 2015, our records indicate that we spoke to the *** ***** ********* agent on 
July 20, 2015. At this time, we were given the information for the policy amount due and due date. As we previously 
explained, our records do not indicate any request to review the escrow in July 2015. 

We are unable to accept a future-dated request to remove the escrow. In the future, if you wish to submit a request to 
remove the escrow from the account, please submit a written request to the following address: 

Fifth Third Bank 
Attention: Escrow Department 
5050 Kingsley Drive 
MD 1MOC2M 
Cincinnati OH 45263 

Upon receipt of the request, your account will be reviewed to determine if it is eligible and you will be notified in writing. 

For your convenience, it should also be mentioned that there are several options available to make your payment in the 
future, including the following: 

* A payment can be made by phone when calling our toll-free number ###-###-####. You will choose the # key, 
then enter the loan number and the last four (4) digits of either borrower’s social security number. Option four (4) 
will allow you to make a payment. Fees for this service vary by state. 

* Online Banking via 53.com will allow you to make a payment from an external account, and there is no fee for 
using this service. To setup access please follow these steps: 
 

1. Navigate to 53.com, click Log In and click Register next to First Time User. 
2. Because you do not have a Fifth Third Checking, Savings, Debit Card, Access 360, Credit Card, or Home 
Equity Line of Credit select No to continue the enrollment process, and select I Have A Fifth Third Auto 
Loan, Installment Loan, and/or Mortgage Loan. 
3. Enter the account number and social security number. 
4. Select Yes I Have My Loan Documents With Me and click Continue. Use your loan documents to answer 
the verification questions presented. Click Continue. 
5. Next you will be prompted to create a Unique User ID and Password following the required guidelines. 
Click Next. 
6. You are now enrolled for Online Banking. Use your new User ID and Password to log in to your account. 

* Auto BillPayer is a free service that automatically deducts payments from a checking account each month on the 
due date or any date within the grace period. To sign up for Auto BillPayer, please contact them directly at ###-
###-####, Monday through Friday, 8 a.m. to 5 p.m., ET. 

After reviewing your letter and supporting documentation, it does not appear the Bank can assist you further. Further 
correspondence from you about this matter will be reviewed, but not necessarily acknowledged unless new information is 
provided which can be acted upon. After multiple communications with you on this topic, we consider this issue closed. 

Thank you for your patience while waiting for a response. If I could be of further assistance to you, please contact me 
directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 


April Q.
Office of the President 

Pc: Better Business Bureau, *** **** State Department of Financial Services 

Enclosures: Previous Response Letters 


 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  

 

To assist us in bringing this matter to a close, we would like to know your view on the matter.  

     * Has the company addressed the issues of this dispute?   No. 
     * If not, why?  - They are disputing my contact to their company on requesting a re review of my escrow last July 2015, though they will not provide the voicemail logger. Why not? I called Fifth Third and requested a review of my escrow account. Where is their accountability. I am owed Escrow of $150 per month plus interest for their lack of response to my phone call. They also have NOT provided me proof to receipt of my check on 4 dates to prove how long they were in receipt of the check that caused the “31st day delinquency” exactly on the 31st day. This is unacceptable.
     * Has the company met the agreement they outlined in their response? No they have not. I will be submitting a copy of this email as well to the *** **** State Department of Financial Services. 

No this matter can not be closed. They are claiming phone calls did not happen while refusing to provide proof they did not. These people are thieves and I will go as high up the ranks that I need to go with this issue. This is criminal, Please keep this open and there will be a formal response to this ***** 11, 2016 pathetic excuse for a response. This response is nothing more then to ignore the issues at hand.



Regards,

********* *****

Business Response:

********* *****
** *** ***
******** ** *****


Date: April 28, 2016

Account: *********


Regarding Your Mort
gage Loan

Dear ********* *****:


This is in response to your discussion with the Better Business Bureau and Lee F., Vice President and Bancorp Resolution Manager. For additional concerns, please refer to the previous response letters.


Our records indicate that you called the Bank on July 2, 2015, for an explanation of the increase of your monthly payment after reviewing the Annual Escrow Account Disclosure Statement dated April 24, 2015. Per your request during this call, you were also provided instructions for removing the escrow from the mortgage loan; however, as our previous response addressed, we were unable to locate a request for the escrow account to be reanalyzed. For additional clarification on the increase of the monthly payment, page three (3) of the statement explains the projected and actual disbursements from June 1, 2014, to May 31, 2015. The projected disbursements in November 2014, and May 2015, to Oyster Bay Schools were in the amount of $3,420.86 each. However, the actual disbursements to Oyster Bay Schools were higher than projected, and the following disbursements were actually made from the escrow account:


In October 2014, a payment was disbursed to ****** *** ******* in the amount of $4,402.20.
In April 2015, a payment was disbursed to ****** *** ******* in the amount of $4,402.19.


Please refer to page two (2) of the Annual Escrow Account Disclosure Statement dated April 25, 2015. This explains the projected payments from the escrow account for June 1, 2015, to May 1, 2016. In addition, the chart outlines the lowest projected balance of the escrow account, which is ($353.80), and the lowest required balance, which is $2,367.58. The escrow shortage, in the amount of $2,721.38, is calculated by taking the lowest required balance, $2,367.58, less the lowest projected balance, ($353.80).


The annual review of the escrow account occurred on April 25, 2016. I have enclosed a copy of the Annual Escrow Account Disclosure Statement for your records and review. As this statement explains, there was an escrow shortage in the amount of $540.15, and the payment options are outlined as follows:


1. Pay the escrow shortage of $540.15 in twelve (12) payments of $45.01. These shortage payments would be included in your new monthly payment of $3,101.51, which would begin June 1, 2016.
2. Pay the escrow shortage of $540.15 in full by May 15, 2016.Your new monthly payment would be $3,056.50.
3. Pay part of the escrow shortage of $540.15, and the part that is not paid would be divided evenly and added to your mortgage payment each month for the remainder of the annual review period.

 

Per your telephone conversation with Lee F., Vice President and Bancorp Resolution Manager, you mentioned a concern that the escrow statements dated April 24, 2015, and April 25, 2014, were not received by you. Our records indicate that these statements were sent to the address on file at the time they were generated. Please note, these statements were also sent to you, at the address on file, on January 13, 2016, per the request made on January 12, 2016, while speaking to a supervisor with our Customer Service Department. In addition, these statements were uploaded to the Better Business Bureau website and enclosed with the response sent to you on February 11, 2016. I apologize if you didn’t receive these statements.


We completed an additional review of the escrow account, and your request to have the account reanalyzed in September 2015. Our additional review determined that the account could have been reanalyzed at that time. We regret the difficulties this has caused you. Because of this, we have submitted a correction to all four (4) credit reporting agencies to remove the delinquent reporting for November 2015 and December 2015. Please allow approximately thirty (30) days for the credit bureau agencies to update their reporting. If you would like to contact the credit reporting agencies directly, their contact information is provided below: 


******* ###-###-####
******** ###-###-####
********** ###-###-####
******* ###-###-####

Please be assured that we have fully researched each complaint that you sent to the Bank. While we strive to send a response within fifteen (15) to twenty-five (25) days, we are not always able to do so, based on the amount of research that is required. I apologized for any additional difficulties the delay in receiving the correspondence may have caused you.


Thank you for your patience while waiting for a response. If I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET.


April Q.
Office of the President


Pc: Better Business Bureau, New York State Department of Financial Services Enclosures: Annual Escrow Account Disclosure Statement


5/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I set up a checking account with Fifth Third Several months ago. I knew that I would not be adding a savings account so when asked to set up overdraft protection I was under the impression that I declined. Like most banks I am aware that typically money would need to be moved from a savings account to the checking account once it becomes overdraft. One morning I checked my account and noticed that it was overdraft by only $20, but the $20 caused almost $300 in overdraft fees. I contacted a representative and she advised me that she was showing that I was in fact enrolled in overdraft protection and there was nothing she could do. At that point, I advised her that I thought I declined it in the beginning when I set up my account and she advised that I also needed to go into the online service center and select "no" as my overdraft preference. I was never advised this when setting up the online account. I did as she advised anyway. A few weeks later I notice that my account had yet another overdraft fee! This time, I contacted a second representative whom advised me that for certain transactions I did have the overdraft protection turned off, but that for all other transactions I would need to make a phone call and decline that also. I advised the second rep, that I was never told this by the first rep, had I been told that I would have done it. She advised me that she would credit the overdraft fee back to my account. I asked her why couldn't the first rep have credited my approx $300 back when this all started, she stated bc they can only authorize a credit of up to $74. I honestly feel that fifth third is predatory in the way they try to make money off of overdraft fees. It does not make any sense, that a person is to know to not only decline in the beginning, but then go into the service center and decline again, and then make an additional phone call to decline for a third time! I am seriously considering closing my account.

Desired Settlement: I would like the original overdraft fees of $259 refunded to my account, as I was never advised of all of the intricate procedures needed just to "completely" decline overdraft protection!

Business Response:

****** ** ****** 
**** ***** ***** 
***** ********** ** ***** 

Date: May 13, 2016 
Account: ********* 

Regarding Your Checking Account 

Dear ****** ** ******: 


We received a copy of your complaint filed with the Better Business Bureau, regarding your checking 
account ending in ****. We appreciate the time you have taken to express your concerns regarding this 
matter. 

We are very sorry if our attempts to explain the Overdraft Coverage policy during your telephone calls 
with our Consumer Contact Center did not provide the level of detail you desired, or failed to fully address 
all of your questions and concerns. 

I understand your frustration when this situation occurred and I am sorry for any inconvenience this 
matter may have caused you. We strive to offer our customers products that are convenient and 
beneficial while remaining competitive within the industry. 
Some checking accounts have the Overdraft Coverage option, which allows a customer to complete a 
one-time debit card transaction or Automated Teller Machine (ATM) withdrawal even if there are 
insufficient available funds in the account to cover the full amount of the transaction. Our records indicate 
that you accepted Overdraft Coverage for ATM transactions and one-time debit card transactions on 
January 28, 2016. A letter confirming your acceptance of Overdraft Coverage was mailed to you at the 
address on file at that time. For your records, I have included a copy of this letter. 


On April 15, 2016, the balance in your checking account was $0.18. Four (4) items totaling $18.64 posted 
to the account that day, creating an ending balance of negative ($18.46). Due to non-sufficient funds four 
(4) overdraft fees totaling $100.00 were assessed and posted the following business day. The ending 
balance was negative ($118.46). An overdraft notice was mailed to the address above to notify you of the 
overdraft occurrence and the overdraft fees assessed. 

On April 18, 2016, the balance in your checking account was negative ($18.46). The overdraft fees 
totaling $100.00 and three (3) items totaling $29.79 posted to the account that day, creating an ending 
balance of negative ($148.25). Due to non-sufficient funds three (3) overdraft fees totaling $111.00 were 
assessed and posted the following business day. The ending balance was negative ($259.25). An 
overdraft notice was mailed to the address above to notify you of the overdraft occurrence and the 
overdraft fees assessed. 


On April 22, 2016, you opted out of Overdraft Coverage. Therefore, any debit card purchases and ATM 
withdrawals are declined when there is not enough money in your account, and as a result, will not be 
charged an overdraft fee for these types of transactions. However, Overdraft Coverage for checks and 
Automated Clearing House (ACH) electronic payments comes standard to your checking account. If 
there are insufficient funds in your account when these types of transactions are processed, your checks 
and electronic payments will be returned unpaid, and are still subject to overdraft fees. For your records, I 
have also included a copy of this letter. 


Electronic payments do not show as pending against the account during the day because they are not 
preauthorized like debit card transactions. Because checks and electronic payments do not have a 
preauthorized timestamp, these types of transactions are processed at the end of the business day. 

On May 5, 2016, the balance in your checking account was $0.00. One (1) web initiated payment totaling 
$24.18 posted to the account that day, creating an ending balance of negative ($24.18). Due to non-
sufficient funds one (1) overdraft fee of $37.00 was assessed. The ending balance was negative ($61.18). 
An overdraft notice was mailed to the address above to notify you of the overdraft occurrence and the 
overdraft fee assessed. 

It was not our intention to cause you any hardship, and we sympathize with the difficulties you have 
encountered regarding this account. On May 9, 2016, a total of $37.00 in overdraft fees was waived. In 
the interest of customer service, we waived an additional $37.00 in overdraft fees on May 11, 2016. 
However, we are not willing to reverse all of the overdraft fees assessed as you have requested. 

To prevent an overdraft situation, you have the ability to review your account at an ATM , on our website 
at 53.com, or by calling our Customer Service Department at ###-###-####. If the account becomes 
overdrawn, we also send you an overdraft notice that includes a detailed breakdown of the day’s 
transactions. 

For your convenience, I have also enclosed a reference guide titled Fifth Third Overdraft Solutions. This 
guide provides additional information related to the overdraft fees that we assessed to your account. We 
also offer ways to track your balance and manage accounts to help avoid overdraft fees on your accounts 
in the future. The guide also explains Overdraft Protection, which is different from Overdraft Coverage. 
Overdraft Protection is the service you mentioned that allows you to link another Fifth Third account to 
your checking account to transfer funds to cover transactions when there are insufficient funds in your 
checking account. 

We sincerely hope this information will help you understand the Bank’s position going forward and resolve 
your needs. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-
###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 


Elizabeth J.
Office of the President 

Enclosures: Overdraft Coverage Notices and Overdraft Solutions 


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The resolution proposed does not resolve my issue. The statement that I made is that Fifth Third is predatory in their over draft policies. There should never be a need to decline overdraft protection three separate times, in three separate ways. This is not typical of the way most banks require the decline of overdraft protection. It appears that Fifth Third relies on its consumers to be unaware of the intricacies of what is needed to decline overdraft protection, and because of that, know they are able to make a few hundred dollars off of every consumer that is not given the complete details. This is predatory, and I will be closing my account. 

Regards,

****** ******

5/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I have been customers for years of fifth third bank. My husband at age 58 had a stroke and do to the stress and being unable to work as hard changed jobs. He is making 30k less a year. We asked for help as far as overdraft charges and We are paying for our third child's college loans in addition to as you can imagine medical bills. We couldn't even get a corporate ph number just a call center that said sorry we can't help you. We are trying to hang on to our home and again sorry nothing then in one day charged us 185.00 in overdraft charges in addition to normal 37. 00 daily. They insisted on check guard, what a racket that is now at limit. The bottom line is money for them , no compassion or help whatsoever. In addition they have reported us to the credit bureaus so our credit score is the lowest it has ever been. On top of everything else the supposed mgr of the branch we bank at was rude, didn't care hung up on me never us in the bank and would do nothing about a deposit we made for 5000. A loan from our son. She said she could not release it before Tuesday April 5th. Because of our over draft record, even after I told her we had to then cancel a trip tmrw to *** to see our first grandchild on my 60th birthday. I would not treat a stranger in the street or a fog for that matter the way she spoke to me. If we could please have more than the 74 dollar courtesy overdraft returned. It must be near a thousand dollars we have been charged. Are there not rules for extenuating circumstances, or rules of compassion or paying it forward? And people wonder what is wrong with this country. We would like the credit companies to know of our circumstances. Until now our credit score was never below 700.

Desired Settlement: A letter written to the credit agencies, overdraft charges refunded and an apology from the Meg of the ********** branch. Also a ph number to the corporate offices not a call center

Business Response: ***** **** 
**** *** ****** 
**********, ** ***** 


Date: April 7, 2016 
Account: ********** 
Account: ********** 


Regarding Your Checking and Credit Card Accounts 


Dear ***** ****, 


We received a copy of the complaint you filed with the Better Business Bureau, regarding the overdraft fees 
assessed to your checking account and the payment information provided to the credit reporting agencies for 
your credit card account. We appreciate the time you have taken to document your thoughts and concerns 
regarding this matter. 

Your comments expressing less than quality service are very concerning. On behalf of the Bank, please accept 
my sincere apologies for any inconvenience this situation may have caused you. Please be assured that I have 
contacted the relevant parties to express your dissatisfaction with the service you received and passed on your 
concerns. We strive to provide professional and accurate service to our customers, and we regret if that has not 
been your experience. 

Your credit card account is considered delinquent if we do not receive the total minimum payment by the due 
date indicated on your monthly statement. Should your account remain past due for payment, the credit card 
may be subject to late charges, delinquency information reported to the credit bureaus, and be cancelled for 
further usage. During that time, our Collection Department will attempt to notify you via the telephone numbers 
and mailing address we have on file for you. 

On January 5, 2016, a minimum payment of $1,045.19 was due for your credit card, which included the past 
due amount of $389.00. A payment in the amount of $389.00 posted to the account on December 23, 2015. No 
additional payments were posted to the account prior to the due date. As a result, the minimum payment due 
was not satisfied and a late charge for $35.00 was posted to your credit card on January 6, 2016. 

On February 5, 2016, a minimum payment of $1,090.73 was due for your credit card. The minimum amount 
due included a past due balance of $389.00. On January 13, 2016, your payment for $200.00 posted to the 
account. Unfortunately, this payment was not enough to satisfy the minimum amount due. Therefore, a late 
charge of $35.00 was assessed and posted to your credit card on February 8, 2016. The account was also 
revoked and cancelled on this date, due to remaining past due for two (2) consecutive statement periods. It 
should be noted that the payment noted above is the last amount received and posted to your credit card. If you 
would like to determine if hardship assistance may be available to you, please contact our Loss Mitigation 
department at ###-###-####. Representatives are available to assist you Monday through Thursday, 8 a.m. to 
9 p.m., Friday 8 a.m. to 9 p.m, and Saturday 8 a.m. to 12 p.m., ET. 

We have completed our review of the information provided to the credit reporting agencies for your credit card. 
Our review determined that the information provided to the credit reporting agencies concerning late payments 
for your account is accurate. We regret any frustration this may cause you, however we are required to report 
accurate information to the credit reporting agencies and we are unable to change our reporting unless it directly 
relates to a bank error. 

If you would like to contact the credit reporting agencies directly, their contact information can be found below: 

* ******* ###-###-#### 
* ******** ###-###-#### 
* ********** ###-###-#### 
* ******* ###-###-#### 

Your credit card is connected to your checking account as overdraft protection. As a result, funds from your 
credit card may be transferred if your checking account becomes overdrawn. One (1) overdraft transfer charge 
of $12.00 is assessed per occurrence. The overdraft protection transfer amount is posted to your credit card as 
a cash advance and subject to the cash advance rate on your account. 

If there are not enough funds available for an overdraft protection transfer to be completed, overdraft fees may 
be assessed to your checking account. An overdraft fee is assessed for each item that posts while the account 
is overdrawn. We do not assess overdraft fees on pending transactions or a daily overdraft charge. Per item 
overdraft fees will not be assessed if your account is overdrawn by $5.00 or less at the end of the business day. 
The amount of the per item overdraft fee is based on the number of times your account has become overdrawn 
in the last twelve (12) months. For the first (1st) overdraft occurrence, you will be charged $25.00 per item. For 
each additional occurrence, a $37.00 per item fee will be assessed. 

On March 21, 2016, the beginning balance for your checking account was negative ($64.58). A debit card return 
for $17.56 posted and was credited to your account. Nine (9) transactions totaling $425.97 posted to your 
account. Therefore, your ending account balance was negative ($472.99). Unfortunately, because the card 
being used for overdraft protection had been revoked, we were unable to pull funds from that account to cover 
the overdrafts. As a result, five (5) overdraft fees totaling $185.00 were assessed to your account and posted 
the following day. 

We are continually working to ensure the funds from your deposits are available in a timely manner, while 
meeting all Federal regulations. The Federal Government establishes guidelines regarding the handling of 
deposits, which are in place to protect you as the consumer, and the Bank from loss or possible fraud. On the 
day of your deposit, a combined $100.00 from all deposited checks is available immediately; the remaining 
funds will be made available on the next business day. Cash deposited into an account is immediately available. 
For deposits made on Saturday, Sunday, or a Federal Holiday, the day of your deposit is the next business day. 
A business day is defined as Monday through Friday, excluding Federal Holidays. Deposits received after 
certain cut-off times may be credited as of the next business day. 

In some instances, we reserve the right to place a hold for a longer period of time on a deposit. The full amount 
of the deposit will not become available until the hold has ended. Availability of the funds will generally be no 
later than the seventh (7th) business day after the day of your deposit. For your convenience, I have enclosed a 
copy of our Rules and Regulations Applicable To All Fifth Third Consumer And Business Banking Accounts And 
Cards booklet for your review. Please refer to pages seventeen (17) through nineteen (19), which provide 
additional information regarding funds availability policy. 

On March 28, 2016, an Automated Teller Machine (ATM) deposit in the amount of $5,000.00 posted to your 
checking account. It should be noted that the deposited check was not drawn on a Fifth Third Bank account. A 
hold was placed on this deposit due to the repeated overdrafts that had occurred on your checking account. In 
the twelve (12) months prior to this deposit, your account had become overdrawn on forty-three (43) occasions. 

The following day, a notification letter indicating the reason for the hold was mailed to the address on file. As 
explained on that letter, the full amount of this deposit is scheduled to become available to you on April 6, 2016. 

It is important to ensure that your checking account has sufficient funds to cover the transactions you have 
authorized. However, we sympathize with the difficulties you have encountered regarding your checking and 
credit card account. Therefore, additional overdraft fees totaling $76.00 were reversed and credited back to your 
checking account on April 5, 2016. 

*** ****, please be assured that it was not our intention to cause you any hardship or frustration. You are a 
valued customer and we look forward to serving your financial needs in the future. If I could be of further 
assistance to you, please contact me directly at ###-###-#### or toll free at ###-###-#### Monday through 
Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 



Danielle S. 
Office of the President 

Enclosure: Rules and Regulations booklet 

Pc: Better Business Bureau 





 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   

Regards,

***** ****

Consumer Response: Fifth third reversed only one 74.00 fee. They have not reversed any of the fees that were their fault

For holding a ck deposited for 2 weeks. The mgr of the branch was rude, asked "where is this ck even from"
I explained it was a personal loan from my sons business acct in *** gave them the bank, my sons name,
Social security number. Fifth third has charged us almost 4,000. Dollars in overdraft fees in 2 yrs
Aren't they suppose to help when you are having a year like we had and told them what was going on.
Our credit is now ruined, we have always had over 700 for 30 yrs. 
They also raised the % on a fifth third credit card or line to almost 30%. 
The way we have been treated is unbelievable, hung up on, said "I can play this same record for you all day"
Manager could never be reached either not in today, or day off or in a meeting
If someone at fifth third could just work with us on fees and a plan to pay down cc at lower fee or no fee

I would like to say the only person who was very professional kind and courteous was Shane

I appreciate your help and want you to know I have never done any complaint like this before ever
It is just not right on any level and they are adding insult to injury by saying all they can do is reverse 74
Dollars

Thank you for your time, would it be easier if I called you?
***** ****

Business Response: ***** **** 
**** *** ****** 
**********, ** ***** 


Date: April 22, 2016 
Account: ********** 
Account: ********** 


Regarding Your Checking and Credit Card Accounts 


Dear ***** ****: 


We received a copy of the rebuttal complaint you filed with the Better Business Bureau, regarding the 
overdraft fees assessed to your checking account and the Annual Percentage Rate (APR) for your 
credit card account. We appreciate the time you have taken to document your additional thoughts 
and concerns regarding this matter. 

Your comments expressing less than quality service are very concerning. On behalf of the Bank, 
please accept my sincere apologies for any inconvenience this situation may have caused you. We 
strive to provide professional and accurate service to our customers, and we regret if that has not 
been your experience. 

As stated in our prior correspondence, there are some instances when we reserve the right to place a 
hold for a longer period of time on a deposit. The full amount of the deposit will not become available 
until the hold has ended. Availability of the funds will generally be no later than the seventh (7th) 
business day after the day of your deposit. For your convenience, I have enclosed a copy of our 
Rules and Regulations Applicable To All Fifth Third Consumer And Business Banking Accounts And 
Cards booklet for your review. Please refer to pages seventeen (17) through nineteen (19), which 
provide additional information regarding funds availability policy. 

On March 28, 2016, an Automated Teller Machine (ATM) deposit in the amount of $5,000.00 posted 
to your checking account. The following day, a notice was sent to the address on file to inform you 
that a hold had been placed on the deposit due to repeated overdrafts in your checking account. The 
notice also stated the following: 

We make every attempt to convey this information (a) at the time the deposit is made; or (b) when we 
get information necessitating the hold. However, if you did not receive this at the time you made the 
deposit and the check deposited is paid, we will refund any Fifth Third Bank fees for overdraft or 
returned checks that result solely from the additional delay we imposed by placing the hold. 

The deposit hold was effective on your checking account from March 29, 2016, through April 5, 2016. 
During this time, one (1) overdraft fee was assessed to your account. 

On April 1, 2016, the beginning balance for your checking account was $5,724.71. It should be noted 
that the held funds were included in your beginning account balance. Nine (9) transactions totaling 
$5,756.13 posted to your account. Therefore, your ending account balance was negative ($31.42). In 
this instance, the deposit hold was not the reason your account was overdrawn. As a result, an 
overdraft fee of $37.00 was assessed to your account and posted the following day. 

On April 5, 2016, additional overdraft fees totaling $76.00 were reversed and credited back to your 
checking account because we sympathized with the difficulties you have encountered. Copies of 
your most recent statement and the overdraft notice referenced above are enclosed for your review. 

Your credit card ending in **** is connected to your checking account as overdraft protection. 
Therefore, funds from your credit card may be transferred if your checking account becomes 
overdrawn. One (1) overdraft transfer charge of $12.00 is assessed per occurrence. The overdraft 
protection transfer amount is posted to your credit card as a cash advance and subject to the cash 
advance rate on your account. 

After further review, we confirmed that the cash advance APR for your credit card is fixed at 24.99%. 
As a result, the cash advance APR has not been increased or changed. Each time an overdraft 
protection transfer is posted or you take a cash advance, the account begins to accrue interest 
immediately with no grace period to pay it back. I have included copies of your September 2015 to 
April 2016 credit card statements so that you may verify the cash advanced APR for your account. 

If you are experiencing a financial hardship and having difficulty making your credit card payments, 
please contact our Loss Mitigation Department for assistance at ###-###-####. Representatives 
are available Monday through Thursday, 8 a.m. to 9 p.m., Friday 8 a.m. to 5 p.m. and Saturday 8 
a.m. to 12 p.m., ET. 

*** ****, please be assured that it was not our intention to cause you any hardship or frustration. 
You are a valued customer and we look forward to serving your financial needs in the future. If I 
could be of further assistance to you, please contact me directly at ###-###-#### or toll free at (***) 
******** Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 



Danielle S. 
Office of the President 

Enclosure(s): Rules and Regulations booklet, Deposit hold letter, Overdraft notice, Statements 

Pc: Better Business Bureau 

5/14/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Dec. 2015 or Jan. 2016 I contacted Fifth Third Bank to inform them that I would soon be having issues with payments. Since I had paid the loan down to the last ~$15K, I didn't want to do anything to lose my vehicle. They said I would need to send a payment by ******* ***** to catch the loan up, (that was a surprise to me, but I paid it), and then I could apply for a 1-2 month forbearance. They informed me that my next payment was due in March. I did this and sent it back in. Saturday 3/26 I called to make a payment, only to find out that department didn't accept payments on my loan and that it was another department that was closed at that time. They gave me a number to call. I called that number Monday 3/28. Soon learned that my forbearance was not accepted. They went on to say that they had done "due diligence" in attempting to contact me by phone. I informed the person I was talking to too that I do not answer calls from 800 numbers. We talked about "due diligence" for quite awhile. I asked if any letters went out. Response was "no, we tried to call you". Basically, I was told that I now owe close to $3K and that my vehicle is going be repossessed. 1. 53 must have a different definition of "due diligence". 2. I have taken the upper hand to inform 53 that I would be having financial issues. 3. I offered to pay $900 yesterday and the remaining $200 something next Friday in an attempt to make things right. 4. Was told the truck is still up for repossession. 5. I have tried in earnest using MORE due diligence than 53 to get back on track 3-4 months ago and in the last few days. The supervisor I did get to speak to said it was policy and unless I pay the whole ~$3K my vehicle will be repossessed. When I requested to talk to someone else above her she said there wasn't anybody, (I found that hard to believe). I requested that we somehow try and work this out, before this issue gets bigger. She could not help. I would find it hard to believe that what 53 defines due diligence as is "reasonable". Yes, I know about the collateral insurance you put in place.

Desired Settlement: I'm trying to make this right. I don't have an extra ~$3K laying around. I was under the impression that I would start making payments in March. I had an excellent payment history up until a few months ago, and I took steps to continue. Just asking to be treated fairly and to reach a resolution on this payment issue so that my vehicle is not repossessed. I admit I'm not clean in this matter, neither is 53bank.

Business Response: ***** ** ******
**** ** ******** ****
******* ** *****


Date: April 14, 2016
Account:      *********
  

Regarding Your Installment Loan


Dear ***** ** ******: 


We received a copy of the complaint filed with the Better Business Bureau regarding your vehicle loan. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. 

On behalf of the Bank, I would like to offer our sincere apologies for any frustration this matter may have caused you. Please be assured that we have contacted the relevant parties to research your loan and passed on your concerns. We make every effort to offer assistance options to eligible customers in as timely a manner as possible, and sympathize with the difficulties that you have encountered.

Our records indicate that you spoke to our Loss Mitigation Department regarding your installment loan in January 2016. On January 20, 2016, your loan was approved for a one month deferment plan and the Deferment Agreement was emailed to you to be signed and returned. The deferment plan was then cancelled due to a returned loan payment. The payment received on January 15, 2016, in the amount of $852.17, was returned and reversed off your loan on January 20, 2016. Our Loss Mitigation Department attempted to contact you regarding the returned payment and the cancellation of the deferment agreement. However, our records show they were unable to reach you by phone. 

On April 1, 2016, we received a payment of $4,054.30. This payment brought your installment loan current and cancelled the repossession of the 2011 Ford truck held for collateral. As of today, your loan remains current with a partial payment of $285.77 due on April 18, 2016. 

Our records also show that your vehicle insurance was cancelled in November 2015 and the insurance coverage on your vehicle lapsed. Full coverage vehicle insurance is required throughout the life of the loan. We work with a third party insurance vendor to research and monitor the insurance coverage. If it is determined that full coverage insurance is not in place for the related vehicle, an insurance policy will be placed and the insurance premium will be added to the loan. Should we receive proof of insurance after that time; the insurance premium added to the loan will be removed and the monthly payments will be adjusted to the original payment amount.

On November 23, 2015, December 14, 2015, and January 26, 2016, our insurance center mailed notification letters to the address we had on file to inform you that we had not received proof of insurance for your vehicle. I have enclosed copies of the letters sent for your review. 

Since we did not receive proof of insurance from you or your insurance company, on February 10, 2016, force placed insurance costing $2,261.00 was added to your loan. As a result, your monthly loan payment increased to $1,134.80. Once we receive proof of valid insurance coverage for your vehicle, your loan will be adjusted and your monthly payment will be reduced. Please contact our insurance center at ###-###-####, Monday through Friday, 7 AM EST to 8 PM EST, and provide the reference # 482-089-32. 

Thank you for your patience while waiting for a response as we conducted our research. You are a valued customer and we sincerely hope that you will continue using Fifth Third Bank for your financial needs in the future. If I may be of any further assistance, please contact me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET.


Sincerely, 
 
Lisa S.
Office of the President

Pc: Better Business Bureau

Enclosures: Insurance notices

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

Regards,

***** ******


I made it very clear and asked repeatedly for them to tell me how much money I owed. They have recorded conversations. The assured me I, after I paid the $4K+ that there was nothing else owed until May 18,2016. Now they have alleged I owe more. What a POS company!!!!

Business Response: ***** ** ****** 
**** ** ******** **** 
******* ** ***** 


Date: May 4, 2016 
Account: ********* 


Regarding Your Installment Loan 


Dear ***** ** ******: 


We received a copy of the rebuttal filed with the Better Business Bureau regarding your vehicle 
loan. We appreciate the additional time you have taken to document your thoughts and concerns 
regarding this matter. 

On April 1, 2016, we received a payment of $4,054.30. This payment brought your installment 
loan current and cancelled the repossession of the 2011 Ford truck held for collateral. As of 
today, your loan remains current with a partial payment of $245.39 due on May 18, 2016. I regret 
that the previous response that you received from our office provided you with an incorrect due 
date for your next payment. Please be aware that your regular monthly payment of $1,134.80 will 
be due on the eighteenth (18th) of each month beginning in June. 

Thank you for your patience while waiting for an additional response while we reviewed your 
installment loan and we regret any frustration this matter may have caused you. If I may be of any 
further assistance, please contact me at ###-###-####, or toll free at ###-###-####, Monday 
through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 


Lisa S.
Office of the President 

Pc: Better Business Bureau 

5/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been using *** Bank and their ****** app for a while now, probably since the app first came out or as soon as I opened *** bank account, whichever came first. I used all different features app has to offer. I was excited about low balance notifications. Yay, no worries about overdraft fees, because right away I would know about my account low balance. So I set it up to be $25 - meaning when my bank account drops bellow $25 I get notification, and was glad that now I will always know if my account is dipping below the threshold. However, I was so wrong. I feel like this notification feature is actually a way to make bank customers relax, and then collect overdraft fees. This is exactly what happened in my case. FOUR TIMES! Upon any transaction money is instantly deducted from the account, why can't notification about low balance be instant as well? If I make a charge, I can instantly see on my phone screen "account has been charged $xx" However, there is no notification about account balance. In all instances I received notifications about low balances the following business day - how good is that for me? If my account is overdraft and I do not know until tomorrow, clearly I am paying overdraft fees. But if I get notification by 8pm that my account is low/overdraft, I can log into my *** bank account app and transfer money from the accounts to ensure there is no over drafting. Isn't that the premises of offering yoru customers notifications about charges and account balances? On two instances (December 17, 2015 and February 8th, 2016) I was charged overdraft fees because I never got notification about low/negative balances instantly. Actually, as I type this message my account balance is negative and I was charged $74 overdraft fees as of April 19th. Ironically, last night at about 7:30pm I was log into my app and my account balance was about $34 - so how I am getting $74 overdraft fees?? I feel like those overdraft charges (December 17, 2015, February 8th, 2016 and April 19th, 2016) are unfair, given I was dubbed into believing I will be notified about my balance bellow the threshold I set up. I got no notification in all three instances about my balances. This app feature is misleading and does not provide customers with what it promises to deliver. I contacted bank directly on three different occasions via phone and via their online form. I got automated emails saying somebody will get in touch with me, however it's been about 8 weeks since my first attempt to get clarify on this issue and nobody ever returned my calls or emails. This is a major red flag about lack of respect and communication with customers. Please advice about refunding those overdraft fees. ($37, $37, $74)

Desired Settlement: Please advice about refunding those overdraft fees. ($37, $37, $74)

Business Response:

**** *******
***** ********** **** ****

********* ** *****
Date: April 29, 2016
Account       **********
Regarding Mobile Text Alerts
Dear **** *******:


We received a copy of the complaint you filed with the Better Business Bureau concerning mobile text alerts for your Business Basic checking account.
On behalf of the Bank, I apologize for the difficulties you have experienced. It was certainly not our intention to cause you any undue hardship or frustration. Please be advised that the alerts are intended to be used as a courtesy communication, and the delivery timeframe may be after the event has occurred rather than at the time of the occurrence. I have included a copy of the terms and the conditions for both online banking and the mobile text alerts for your convenience.
A review of the alerts you have set up for your account confirmed that the alerts are working accurately and as intended. Currently, your alerts are set to notify you if your balance is below $25.00, ATM transaction, debit card transactions for purchases made at gas stations, international purchases, online and phone or mail purchases.
The low balance alert is intended to provide notice of your balance based on items posted to your account and cannot alert for pending transactions. You may want to consider modifying your low balance amount, to allow you the chance to make a deposit or transfer funds to avoid an overdraft. We also recommend that you check your account balance regularly to verify your available balance and pending items against items you have authorized that are not yet showing (i.e. checks you have written).
If an account becomes overdrawn, we assess an overdraft fee for each item that posts while the account has a negative balance. The Bank processes transactions at the end of each business day, and per our Rules and Regulations, the transactions that post to your account are processed in the following order:
Credits and deposits made prior to the end of day cutoff time
ATM and debit card transactions in the order they took place
All other debits, including checks and electronic bill payments, in the order of highest to lowest amount
Fees and service charges


Debit card and ATM transactions will reflect against your available balance immediately. Checks and electronic bill payments are processed at the end of each business day and will not show as pending on your account during the day.
I have reviewed the overdrafts you mention from December 16, 2015, February 7, 2016, and April 18, 2016.
Per the overdraft notice sent to you on December 16, 2015, your balance would have reflected negative, once the last transaction at ***** * ****** was showing on your account, the time stamp shows that this was completed at 4:43 PM.
The overdraft notice from February 8, 2016, indicated that the overdraft occurred when check number *** in the amount of $38.50 posted to the account at the end of the business day. The negative balance would not have been visible on your account until the next day.
The overdraft notice sent on April 19, 2016, shows the balance was negative with a ****** ***** purchase, which was completed at 2:12 PM and was further negative with a **********
purchase at 4:58 PM.
For each occurrence, funds deposited at a banking center prior to closing, transferred online before 9 PM EST, or deposited at a Fifth Third ATM prior to 7 PM EST would have avoided the overdrafts and associated fees. I have included a copy of each of the overdraft notices for your convenience.
We strive to provide professional and accurate information to our customers and I apologize if this has not been your experience. As a courtesy we have waived $74 of your overdraft fees at your request. Please be advised per bank policy no further overdraft fees may be able to be waived, unless the overdraft fees are caused by fraud or bank error.
We appreciate your patience while we researched this matter. You are a valued customer and we look forward to serving your financial needs in the future. If I can be of any further assistance, please contact me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET.
Sincerely,
Shannon K.
Office of the President
Enclosures: Online Banking Terms and Conditions, Mobile Text Alerts Terms and Conditions, Overdraft Statements

5/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I'm writing this complaint on behalf of my sister, in January of 2014 my sister was diagnosed with tbi after a car accident that left her life in shambles. In October of 2015 she received a lump sum compensation from her insurance company to pay medical bills and reimburse for pain and suffering. At this time I was out of town due to a family crisis and during which my sister thought she was assigned an in home care aide who claimed she was hired by the state. This woman stole my sisters identity had her put her thumb print on the back of her insurance check and open an account with fifth third bank over the phone. This woman used no identification of my sisters to open the account and was not asked for any. I know this because during this time the account was opened my sister was still waiting for her ID card to arrive in the mail. Not only did this woman scam my sister but she completely drained her bank account and convinced her that bills were being paid by forging fake receipts as proof. I have been speaking with the disputes department over a period of four weeks with absolutely no recourse whatsoever. We have filed a police report, a flag has been put on her social security number and credit bureaus. We have reported this to the police as well as dhs and yet my sister is constantly spoken to and treated like a criminal when dealing with the disputes department. If necessary we will hire a lawyer and fight this. There is no way this woman should have been able to open an account with out my sister present and none of this would have happened if fifth third bank employees had followed policy and protocol. I will not sit by and watch as my sister is taken advantage of again because of her social status and disability.

Desired Settlement: I would like for my sisters dispute to be processed I understand the fact that she did give this woman permission to open an account with fifth third bank but firstly the bank shouldn't have allowed this to happen without my sister present secondly my sister did not give this woman permission to drain her account. My sister was physically incapable of making any transactions with this account and should not be held liable.

Business Response: ******* ** ****  ***** ******** ******  ******* ** ***** 


Date: May 5, 2016 
Account: ********* 


Regarding Your Checking Account 


Dear ******* ** ****: 


We received a copy of the Better Business Bureau complaint filed by your sister, 
regarding your checking account ending in ****. We appreciate the time she has taken 
to express her concerns regarding this matter. 

On behalf of the Bank, please accept my sincere apologies for any inconvenience these 
matters may have caused you. It is certainly not our intention to cause you any hardship. 

Fifth Third Bank takes claims of discrimination very seriously and does not service 
customers based on race, color, religion, national origin, sex, marital status, age, 
disability, familial status, or the receipt of public assistance. Customer service is of the 
utmost importance to all of us at Fifth Third Bank. 

Fifth Third Bank takes protecting financial and personal information very seriously. I 
confirmed that our Disputes Department opened a case on March 31, 2016, because 
you stated that your checking account was opened and accessed without your 
authorization. The case number is ***********. While we strive to resolve all 
investigations as quickly as possible, please allow up to sixty (60) days for the 
investigation to be completed. 

Final written confirmation will be sent to you from the Disputes Department. In addition, 
the Disputes Department will submit any necessary updates to the credit bureau 
reporting agencies. If you would like to follow up with them directly, they can be reached 
toll-free at ###-###-####, Monday through Friday, 7 a.m. to 8 p.m., and Saturday 8:30 
a.m. to 5 p.m., ET. 

We strive to provide professional and accurate service, and I apologize for any 
inconvenience this may have caused you. You are a valued customer and I appreciate 
this opportunity to address your concerns. If I could be of further assistance to you, 
please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 
8 a.m. to 6 p.m., ET. 


Sincerely, 


Elizabeth J.
Office of the President 

Consumer Response:

Better Business Bureau:


My complaint will not be resolved  until the employee that helped defraud my sister is fired and prosecuted. The irs has determined there was fraud on behalf of the woman who was supposed to be my sisters caregiver im trying to understand how it's taking so long for fifth third to do so. And I don't know what fifth third banking policies are and the manner in which you train your employees  but I have been in management for many years and you cannot tell me that the representatives of the fifth third name were not and do not participate in discrimination because we experienced it. I'm sure the phone calls were recorded I see no reason why you wouldnt be able to pull them up for review. Thirdly I was initially told by a dispute representative that this process would take no longer than 45 days,I'm sure that was recorded as well. My sister has tbi and WAS not present when this account was open over the phone nor was she present when her insurance check was cashed and I know for a fact that no form of identification was presented when the account was opened or when the check was cashed, as far as I'm concerned this is an open and shut case if need be I can bring my sister up to the bank for a third time so you can compare the video footage of this woman  to my sister. This woman filed fraudulent tax refunds in my sisters name she drained her entire life's savings and we can't even get a courtesy call from the disputes department to put our mind at ease. Meanwhile I'm paying my sisters $3,879 dte bill so her lights and gas don't get cut off because this fraudulent care provider gave her fake receipts stating her bills were paid. Social security,the irs,and the police have determined this to be identity fraud it seems to me fifth third bank doesn't want to take responsibility for the obvious illegal activities going on within their branches. This woman stole all of my sisters money and identity, she got two I'd cards with her photo and my sisters information on both and has built a monument of debt in the process. I know this much is true were not lying down without a fight. I will contact every news station,civil rights office, online blog, and anyone else who will listen to our plight and how fifth third bank fraudulently opened an account for a disabled mother of two and assisted in stealing over $39,000 from a woman just because they could. And if I have to spend my own money to hire a lawyer to sue fifth third bank then so be it but I'm almost  certain  that this is a case that any lawyer would be more than happy to scoop up. It's a shame the extent that people go to when they think they can take advantage of someone.

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   

Regards,

******* ****


5/10/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 10-6-15 I went into firth third bank(***** * ******* **** ********* **) to put my 2 accts together and perhaps put them into a CD. At this time I was told my one acct with 2,583.92 was escheated to the state of **. I was very upset and didn't really understand because this money was linked to another acct. The girl at the bank Elly Q. had never heard of such a thing and stated letters were sent to my address,(**** ****** *** ********* ** *****) but I never received them. Believe me if I had received a letter telling me my money was being excheated I would have been at the bank in a heart beat. At this time I had my mail forwarded to * ********* *** ************ **) as I was taking care of my mom and dad both on hospice. I never received any letters from firth third bank in ** as well. I was given a 1-800 # by Scott S. (financial center manager)at the bank to call for unclaimed funds of **. He could offer no help other than it was out of his hands and could take up to 6 months to retrive. I was upset because I was communicating to the bank why I was in ** via the phone, also it made no sense because the money escheated was linked to another acct. I'm filing this complaint because the bank took my money and never contacted me, and now I can't get my money. I've been calling the ###-###-#### number and they have no record of my money and have now stated it could take a year to find.

Desired Settlement: Please help me hold fifth third bank accountable, and return my 2,583.92. Why were these so called letters sent to me not certified mail? Why did the money get escheated when it was linked to another acct?

Business Response: ***** ********* ***** 
**** ****** ***** 
********* ** ***** 



Date: March 31, 2016 
Accounts: ********* 

Regarding Your Checking Account 

Dear ***** ********* *****: 


We received a copy of your complaint filed with the Better Business Bureau, concerning your 
escheated account. We appreciate the time you have taken to express your concerns regarding 
this matter. 

We understand your frustration when this situation occurred; please accept our sincere apologies 
for any inconvenience this matter might have caused you. Your feedback is important to us, so 
that we can better understand how we can improve our service to you. Additionally, customer 
feedback is reviewed by our Senior Management as part of our ongoing commitment to improving 
our customers’ satisfaction. 

A checking account is placed in a dormant status after there have been no withdrawals or 
deposits on the account for twelve (12) months. The posting of interest is not considered activity. 
On March 30, 2010, one (1) check totaling $419.50 posted to your checking account ending in 
****, which brought your account balance to $2,580.50. After there had been no withdrawals or 
deposits on the account for twelve (12) months, your account was placed in a dormant status. We 
informed you of this account status change on your account statement that ended on March 9, 
2011. 

Although your checking account was linked to your savings account ending in ****, the savings 
account was also placed in a dormant status and we informed you of this account status change 
on your account statement that ended on March 27, 2013. A savings account is placed in a 
dormant status after there have been no withdrawals or deposits on the account for thirty-six (36) 
months. 

On August 27, 2015, the Bank sent a letter to the address above to notify you that the unclaimed 
funds in your checking account may be transferred to the State of ***** ******** unless you 
contacted the Bank no later than September 17, 2015. The Bank is not required to send such 
notices via certified mail. For your records, I have enclosed a copy of this letter. 

For your convenience, I have enclosed a copy of our Rules and Regulations that you should have 
received when you opened the accounts. Pages seventeen (17) and eighteen (18) detail how an 
account can become dormant and what fees can be assessed. I apologize if you were unaware of 
these policies. 

We regret that the Bank is unable to reclaim the funds from ***** ******** on your behalf. In 
order to reclaim the funds, you will need to contact the State of ***** ******** directly at ***** 
********. You can also search the State of ***** ********** website for unclaimed property at 
**********************************. 

If I could be of further assistance to you, please call me at ###-###-####, or toll free at ********
****, Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 


Elizabeth J. 
Office of the President 

Pc: Better Business Bureau 

Enclosures: Rules and Regulations and Letter dated August 27, 2015 


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   

Regards,

***** *****

I dont' understand how 5th 3rd Bank had all my contact information, i.e. phone numbers, addresses both in ** and **. and they never called before encheating my money to the state of **. My parents were both on hospice in ** and I informed the bank I was at their home taking care of them. 5th 3rd told me they sent many letters out to inform me my money was going to be encheated d/t domant acct. If I would have received these letters, no one in their right mind would not respond. I feel the bank should have sent the letter out via certified mail. It's unbelieveable to me what happened.

Sincerely, ***** ** *****

5/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On January 21, 2010 I purchased a car from **** ********* located in *** ********** ******* ******* **. The purchase contract price (and delivery price)total was $28,321.70 (according to my contract)...Monthly payments where arranged through Fifth Third Bank where I received their payment book for 72 month for $444.49 per month. Made last payment from book in March 2016; checked my credit score in April 2016 and showed my car was paid off. The bank is saying that I still have four more months of payment to pay off the interest of the car; I cannot get my title because I being forced to pay this extra money in order to keep my car. I need to know if this a legal practice because I no other contract that I have to pay the extra $2500 in order to get my title. Why will my credit report stated that my car is paid off, then why am I being charged extra thought my contract that I signed was for the price if $28, 321.70 and not $33,781.24 Have dealt with this bank before and had similar problems with their differed interest, the monthly payments where too low to fit their time frame. I had to make a balloon payment of $569 in order to avoid an interest $801 for an bed I purchase at *******... Are they loan shark, extortionists and such? This unfair banking and credit practices and I want to see how can this be resolved because It the price is not correct and credit report is paid off, then why I am being to force to pay this unnecessary money

Desired Settlement: If their contract that I signed on January 31, 2010 is correct ...then why my contract doesn't say the amount or followed up at time. and If they in wrong then they should refund my extra money that I paid also regulate their hidden costs and unfair practices because I am disputing my contract against theirs (via their customer service representative) I have the paper in writing plus if I would have made a big purchase regarding a bigger amount I would have shopped somewhere else

Business Response: *** ******** 
*** ****** ****** 
******* ****** ** ***** 


Date: April 29, 2016 
Account: ******** 


Regarding Your Installment Loan 

Dear *** ********: 

We received a copy of the complaint filed with the Better Business Bureau regarding your installment 
loan. We appreciate the time you have taken to document your thoughts and concerns regarding this 
matter. 

On January 31, 2010, you agreed to a seventy-five (75) month installment loan for $27,821.70 with a 
maturity date of July 1, 2016. For your convenience, I have enclosed a copy of the Retail Installment 
Sale Agreement which details the terms of the loan. In the section of the contract titled “Truth-In-
Lending Disclosure” it is disclosed that you promise to pay the principal amount of $27,821.70 plus 
finance charges at the rate of 5.59% for seventy-five (75) months. Your first monthly installment loan 
payment of $444.49 was due on May 1, 2010. 

According to the enclosed payment history, you have made seventy-two (72) payments to your loan. 
Therefore, a balance still remains owed on your loan. As of today, your loan is current with your next 
payment of $444.49 due on May 1, 2016. The full payoff amount as of today is $1,296.05 with a daily 
accrual amount of $.20 per day. Once the payoff payment for the loan is received and the entire loan 
balance is paid in full, we will release the lien on the **** ********* ****** that is held for collateral. 

We have reviewed the information being reported on your credit report for this loan. Our review 
determined that the information provided to the credit reporting agencies is accurate. This installment 
loan is currently being reported as opened with a balance due of $1,291.00. 

Thank you for your patience while we researched this matter for you. We truly value your business and 
we certainly hope you will consider using Fifth Third Bank for your financial needs in the future. If I may 
be of further assistance to you, please call me directly at ###-###-####, or toll free at ###-###-####, 
Monday through Friday, 8 a.m. to 6 p.m., ET. 

Sincerely, 


Lisa S.
Office of the President 

Pc: Better Business Bureau 

Enclosure: Retail Installment Sale Agreement, payment history 


5/9/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Bank raised payment rate without notice, without verifying information on insurance and when contacted admitted mistake was told if I didnt pay full amount I would be penalized late fees. The bank would take 15-30 days to correct their mistake.

Desired Settlement: to have account set to original payment, no late fee for their mistake and have insurance policy they filed to be cancelled since insurance already exisited.

Business Response: ******* ** ***** 
*********** ** ***** 
* ********* **** 
******* ***** ** ***** 


Date: April 20, 2016 
Account: ********* 


Regarding Your Fifth Third Bank Installment Loan 


Dear ******* ** and *********** ** *****: 


We received a copy of the complaint you filed with the Better Business Bureau regarding the force placed 
insurance on your installment loan. We appreciate the time you have taken to express your concerns 
regarding this matter, and we sympathize with the difficulties you have experienced. 

Pease find enclosed copies of your loan closing documents stating your requirement to provide proof of 
insurance to the Bank. Failure to provide proof of insurance, forces the Bank to purchase insurance on 
the collateral. According to the Security Agreement and the Agreement to Furnish Insurance documents, 
the Buyer agrees to pay to Seller any earned premium for any policy that may have to place for the 
vehicle in accordance with repayment procedures. 

Our records indicated that the insurance policy on your **** ***** ***** was cancelled on January 19, 
2016. As indicated on your enclosed loan contract, you must maintain insurance as long as there is an 
unpaid balance on your loan. 

The Bank notified you three (3) times requesting proof of insurance for your vehicle. I have enclosed all 
three letters mailed to the address the Bank had on file for your account, ******* ** *****, **** 
******** *****, **** *********** ************* *****. Please use these notices as verification the Bank 
did contact you about providing proof of insurance to the Bank. It should be noted, you were provided five 
(5) options on how to update your insurance information with the Bank. 

Please note, on April 11, 2016, you notified the Bank of a change of address. We have updated your 
permanent and mailing address to * ********* ****, ******* ****** ******** *****. 

On April 7, 2016, when the Bank force placed insurance on the vehicle, a new coupon book notating your 
new payment was also mailed to your ************ address. The Bank has received your insurance 
information and the Bank cancelled our force placed insurance policy. A new coupon book was ordered 
on April 18, 2016. This coupon book indicates your monthly payment has been reduced to your regular 
payment amount. 

Please use this letter as verification that your next payment of $563.03 is due April 23, 2016. 

We strive to provide professional and accurate service to our customers, and I apologize for any 
inconvenience this may have caused you. If I could be of further assistance to you, please call me at ###-
###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. 

********* 
Sincerely, 



Patrick S.
Office of the President 

PC: Better Business Bureau 

Enclosures: Proof of Insurance Letters, Loan Documents 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  


Have not received any correspondence or contact from Bank. Submitted new insurance via email and hardcopy still no response.no actions taken until I called bank and complained after 5 calls. Have chosen not to do business with Bank due to poor customer service.

Regards,

*********** *****

Business Response: ******* ** ***** 
*********** ** ***** 
* ********* **** 
******* ***** ** ***** 


Date: April 28, 2016 
Account: ********* 


Regarding Your Fifth Third Bank Installment Loan 


Dear ******* ** and *********** ** *****: 


We received a copy of the follow up complaint you filed with the Better Business Bureau 
regarding your installment loan. We appreciate the time you have taken to document your 
thoughts and concerns regarding this matter. 

On behalf of the Bank, please accept my sincere apologies for the difficulties you have 
experienced with your mortgage loan application. Please be assured we researched this matter 
thoroughly and passed on your concerns to the relevant parties within the Bank. I also want you 
to know that customer concerns are reviewed by our senior and executive management teams 
as part of our ongoing commitment to improving our customers’ satisfaction. 

Your original complaint was filed on April 16, 2016. We received your follow up complaint on 
April 25, 2016. However, we stand by the response conveyed to you in the previous letter sent 
on April 20, 2016. I have enclosed a copy of that prior response for your records and 
convenience. Our position on this matter has not changed. 

Our records indicate that the insurance policy on your **** ***** ***** was cancelled on 
January 19, 2016. As indicated on your enclosed Security Agreement, you must maintain 
insurance as long as there is an unpaid balance on your loan. The Bank notified you three (3) 
times requesting proof of insurance for your vehicle. Please use the enclosed notices as 
verification that the Bank did contact you about providing us with proof of insurance. It should be 
noted, you were provided five (5) options on how to update your insurance information with the 
Bank. 

The Bank has received your insurance information and the Bank cancelled your force placed 
insurance policy. A coupon book was ordered on April 18, 2016. As of April 26, 2016, the Bank 
has not received your $563.03 payment due on April 23, 2016. 

Thank you for your patience while we conducted our research. If I could be of further assistance 
to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday 
through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 


Patrick S.
Office of the President 


PC: Better Business Bureau 


Enclosure: Prior Response, Security Agreement 

5/9/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In approximately 2011, my account was closed with 5/3, due to overdrafts or something (it was a long time ago). Shortly there after, 5/3 paid out around $200 to its former customers because it had been sued for unfair overdraft practices. Well recently, I obtained a copy of my *********** report, and it claims that I owe 5/3 $150 as of 5/2013 AS REPORTED BY FIFTH THIRD. How does this make sense that I should owe them money when they had sent me a check for their unfair practices? I've called and called, and they say that it was sold into collections, but they can't seem to find where. It also is not on my credit report. What I want, is for 5/3 to remove the negative information from my *********** report as it was reported BY THEM, and not by a collections agency. It should have never been sent to collections in the first place, but whatever. Also, I don't know if this has any bearing, but this was a student account that was signed by my mother as a guarantor. Please remove this off of my *********** account 5/3.

Desired Settlement: I want the information regarding Fifth Third Bank full removed from my *********** report immediately.

Business Response: ***** ****** 
** * ***** ****** 
******** ** ***** 

Date: April 29, 2016 
Account: ********* 


Regarding Your Essential Checking Account 


Dear ***** ******: 


We received a copy of the complaint you filed with the Better Business Bureau concerning your Essential 
Checking account. We appreciate the time you have taken to document your thoughts and concerns. 

We completed a review of the Essential Checking account ending in ****. Our review of the account 
included the following activity: 

* Your beginning account balance on March 29, 2013, was $4.53. Check number **** posted to 
the account in the amount of $50.00. Because there were insufficient funds in the account to 
cover this check, a $37.00 overdraft fee was assessed to the account the following business day. 

* Your beginning account balance on April 3, 2013, was negative ($36.47). A debit card transaction 
in the amount of $9.09 posted to the account. Because there were insufficient funds in the 
account to cover this transaction, a $37.00 overdraft fee was assessed to the account the 
following business day. 

* Your beginning account balance on April 16, 2013, was negative ($82.56). A transaction in the 
amount of $5.00 attempted to post to the account. Because there were insufficient funds in the 
account to cover this transaction, it was returned, and a $37.00 overdraft/return item fee was 
assessed to the account the following business day. 

* On May 23, 2013, the account was charged off and closed. Because the account was charged 
off, a $30.00 charged off account fee was assessed, leaving an account balance due from you in 
the amount of $149.56. Because the negative balance of the account was charged off, the Bank 
reported the negative information to ***********. 

I have enclosed copies of the account statements and overdraft notices for your records and review. As a 
result of our review, we have determined that the information provided to *********** was accurate. 
Therefore, we cannot fulfill your request to remove the reporting. I apologize for any additional frustration 
this may cause you. If you would like to contact ***********, you can reach them directly at ###-###-
####. 

On December 16, 2013, your account was sold to *** ********** ***** for further collection efforts. 
However, it is possible that this collection company sold the charged off account debt again to another 
collection company. If you’re contacted by a collection company regarding this account, you may request 
validation of the debt in question and contact information from the company. 

In April 2014, a check in the amount of $217.00 was sent to you as a result of the overdraft settlement. 
Although this check was sent to you for overdrafts on the account, the account was overdrawn by the 
three (3) previously detailed transactions. Please note that this does not affect the account being charged 
off and reported to ***********. 

Thank you for your patience while we researched this matter for you. If I could be of further assistance to you, 
please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 
p.m., ET. 


Sincerely, 


April Q.
Office of the President 

Pc: Better Business Bureau 

Enclosures: Statements, Overdraft Notices 

5/8/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Fifth Third Bank is supposed to mail qtr'ly statements to me for my home equity loan that I make a monthly pmt on. I have not received a stmt since 7/25/15. This is the 2nd time I have had to seek assistance from the BBB to get Fifth Third to follow their own policy. Please help me get Fifth Third to send me my qtr'ly home equity loan stmt. I faithfully make my pmt each month. I want my stmt to know what's going on with my acct.

Desired Settlement: I want my qtr'ly home equity loan stmt as promised but Fifth Third Bank.

Business Response: ***** * ***  **** ******** ****  ******* ** ***** 


Date: April 28, 2016 
Account ********** 


Regarding the Inquiry on Your Better Business Bureau Complaint 



Dear ***** * ***: 

We received a copy of the complaint you filed with the Better Business Bureau concerning quarterly 
statements not being received since July 2015. We appreciate the time you have taken to express your 
thoughts and concerns regarding this matter. 

On behalf of the Bank, I apologize for the difficulties you have experienced. It was certainly not our 
intention to cause you any undue hardship or frustration. However, statements are mailed out on a 
monthly basis to provide current activity and payment due information. I reviewed your statements for the 
last year and confirmed with the installment loan department that statements are being mailed out each 
month to the address listed above. 

Additionally, for your convenience statements are available online at 53.com in the document center and I 
have enclosed copies of the statement issued from July 30, 2015 through March 29, 2016. 

We appreciate your patience while we researched this matter and apologize for any inconvenience this 
situation may have caused you. If I could be of further assistance to you, please call me at ###-###-####, 
or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 


Shannon K. 
Office of the President 


Enclosure: Statements 


5/6/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Fraudulent Check received by my bank, which happened to be ***** *****, I have almost been with them for 2 year, I understand which is not long, but for my account to be closed immediately due to this specific bank or check provided means that there is a negative following behind this bank and those who operate it. I am filing for a dispute, due to the fact that I have the paycheck stub with the request for contact to a certain number (which of course is no longer available to be reached as of now) " GO FIGURE"!!! ALSO KNOWN AS ********** ********** ***. This is a fraudulent company, unfortunately I only became aware from other reviews I have read about just a day to late and 1,500 dollars short!

Desired Settlement: RESOLVE

Business Response: **** ******* 
***** ****** **** ***** 
*** ***** ** ***** 


Date: April 5, 2016 



Regarding Your Better Business Bureau Complaint 


Dear **** *******: 


We received a copy of the complaint you filed with the Better Business Bureau concerning a 
check that was returned unpaid to you due to it being fraudulent. We appreciate you taking the 
time to notify us of this and the information has been forwarded our Fraud Department. 

We would like to offer our sincere apologies for any inconvenience this matter may have caused 
you. While we are unable to provide you details regarding the Fraud Department’s investigation, 
or reimburse you for the check, we recommend contacting your local police department to further 
discuss the situation. They are able to assist you with completing the necessary documents for 
any fraud that may have occurred. 

We strive to provide professional and accurate service to our customers, and I apologize for any 
difficulties you may have experienced. If I could be of further assistance to you, please call me at 
###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 



Shannon K.
Office of the President 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  


**** *******

Hello,  I am sorry I have not been able to get service due to where I am working now, is there any way I can further this complaint since it has not been handled?


 

Consumer Response: The issue has not been resolved due to no reply wether it be through phone contact or via email. I have a negative in my bank account which tells me that I need to dispute it with the company which will not answer my phone call let alone trying to receive an answer

Business Response: **** ******* 
***** ****** **** ***** 
*** ***** ** ***** 


Date: April 25, 2016 


Regarding Your Better Business Bureau Rebuttal 


Dear **** *******: 

We received a copy of the rebuttal you filed with the Better Business Bureau concerning our response to 
a check that was returned unpaid to you due to it being fraudulent 

While we would like to offer our sincere apologies for any inconvenience this matter may have caused 
you. We stand by our previous response to you dated April 5, 2016, and recommend contacting your local 
police department so they can assist you with filing the necessary documents for any fraud that may have 
occurred. I have enclosed a copy of our original response for your convenience. 

We strive to provide professional and accurate service to our customers, and I apologize for any 
difficulties you may have experienced. If I could be of further assistance to you, please call me at 616-
653-7056, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. 


Sincerely, 



Shannon K.
Office of the President 

Enclosure: Original Response. 

5/5/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: my auto loan was put in charge off even though it was paid in full, and most of the customer service people are rude and not understanding. also payoff was given to my mother and nobody called or sent information to me that this loan went to collections. I have called numerous times about this issue.

Desired Settlement: to repair credit report to show loan was paid in full and not in collections

Business Response: ***** ** ******** 
**** ******** ***** 
*********** ** ***** 


Date: April 20, 2016 
Account: ********* 


Regarding Your Installment Loan 


Dear ***** ** ********: 


We received a copy of the complaint filed with the Better Business Bureau regarding the 
information reporting on your credit report for your installment loan. We appreciate the time you 
have taken to express your concerns regarding this matter. 

It was certainly not our intention to cause you any undue frustration and we sympathize with the 
difficulties you encountered when inquiring about your installment loan. On behalf of the Bank, 
we would like to offer our sincere apologies for any inconvenience you may have caused. Please 
be assured that we have contacted the relevant parties to express your dissatisfaction with the 
service you received and passed on your concerns. Our Consumer Contact Center strives to 
provide professional and accurate service during every telephone call they receive throughout the 
day. I am sorry if your telephone call experience did not meet the same high standard. 

We have completed our review of the payment history reporting on your credit report for the 
above referenced installment loan. Our review determined that the information provided to the 
credit reporting agencies is accurate. On July 30, 2012, your installment loan was charged off for 
$363.20. Our records indicate that we received a full recovery payment for this charged off 
amount on February 26, 2013. I have enclosed a copy of the payment history for your review. We 
regret any frustration this may cause you; however, we are required to report accurate information 
to the credit reporting agencies and we cannot accommodate your request to remove prior 
negative reporting. 

If you would like to contact the credit reporting agencies directly, their contact information can be 
found below: 

********* ###-###-#### 
********** ###-###-#### 
************ ###-###-#### 
********* ###-###-#### 

We strive to provide professional and accurate service to our customers, and I apologize for any 
inconvenience this matter may have caused you. If I could be of further assistance to you, please 
call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., 
ET. 


Sincerely, 




Lisa S. 
Office of the President 

Pc: Better Business Bureau 

Enclosure: payment history 


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  

The issue is that if the payoff was directed at me instead of my mother I would have cleared up the issue before it was one. I did not receive a phone call or notification about this issue till I looked at my credit report. As soon as I found out about the issue I tried to resolve it and pay in full.


Regards,

***** ********

5/2/2016 Problems with Product/Service |