ComplaintsforFifth Third Bank

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I scheduled a payment to be processed on June 7th, 2024 to my credit card. Tech support advised me there was a technical issue with the 5/3 app that disconnected my external payment account from the card. This call should be recorded and be available to verify tech supports claim. I’ve attached call logs and typical prompts from the app when I try to view payments. They refunded me the late payment fee but refused to refund the interest charge. I was on the phone approximately 4 hours before being told by a supervisor they would not reverse the interest charge even though tech support verified an issue within the payment processing within the 5/3 app.

  

  Business response

  06/20/2024

  Please find attached a copy of the letter being mailed to the customer (text below). Thank you.

  **** *****
  **** * ****** ***
  ****** ** *****
  
  
  Date: June 20, 2024
  Account: *********
  
  
  Regarding Your TRIO Credit Card
  
  
  Dear **** *****:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau regarding your TRIO credit
  card. 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 level of service you received from our
  Customer Service Department. Please be assured Fifth Third Bank takes these matters seriously, and we
  strive to provide an exceptional experience to our customers. After receiving your complaint, I forwarded
  your concerns to the relevant parties in our Customer Service Department who thoroughly researched this
  matter. 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 our customers’ satisfaction. However, I cannot
  inform you of any specific internal actions that may be taken.
  
  Please be assured we have thoroughly reviewed your concern regarding the interest charge your card
  received in the amount of $5.33. Our research determined that we are unable to locate a scheduled
  payment for June 7, 2024, and no technical issues were reported during this time. We sincerely apologize
  for the misinformation you received when you called June 13, 2024. However, in the interest of customer
  service we have waived the intereste fee on May 18, 2024. I hope this letter meets your satisfaction and
  resolves your need.
  
  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 5 p.m., ET.
  
  
  Sincerely,
  
  
  
  Lana H
  Office of the President
  
  Pc: Better Business Bureau

  Customer response

  06/20/2024

  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. Further, I appreciate the higher level staff reviewing this claim thoroughly, and I appreciate their internal actions and final decision. Thank you and I look forward to continuing using your services.
  
  Regards,
  
  **** *****
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I think my bank is being malicious I called about three years ago to see if they would lower my interest rates being I had been a loyal customer for about 15 years and in all this time my interest rates had never gone down? responded by lowering my credit limit by $11k within 48 hours of the call. This threw my utilization out of whack and it took years to recover. They never explained why, lose my job and start my own business. I get these checks in the mail from my bank presented in a way as to say need a hand or a quick loan? wrote myself a check for $5k. call them up like why was the check that you sent me not honored when i attempted to use advertised. They act like they had no idea what i was talking about. finally acknowledged stating not what those are intended for. thats exactly what the letter that came with them says theyre for, Why would you send them if you were not going to approve it? No answer. Despite having od protection they go ahead and let it overdraft charging me an additional fee of either $35-75 per charge asked sometimes these show up as fees charged to my credit card as what they label a reserve chk most recently $66.62 no notification. .charging me a late fee every month despite always paying over the minumum one to two times a month. charging interest w/ late fee So not making any progress and requesting that they lower rates because i have always paid need them to work with me. said only way to lower the rate is to pay more, then they raised my rates even more from 160 to 460 in response to my request. all these transactions don’t recognize. They allow me to dispute them, request no further documentation then reject it stating I provided no further documentation. Currently they claim I’m over drawn $500k and locked me out of account after canceling my cards, refusing to explain why it was overdrawn, demanding I come down there in person and refusing to allow me to access my transaction history in its entirety. Even after request

  

  Business response

  06/14/2024

  Please find attached a copy of our response. The letter (text below)  and any listed enclosure(s) were sent via mail to the address listed on our response.

  **** * ******
  **** ****** ***
  **** ****
  ********** ** *****
  
  
  Date: June 14, 2024
  Account: *********
  *********
  *********
  
  
  Regarding Your Essential Checking Account
  
  
  Dear **** * ******:
  
  
  We have received a copy of your complaint, which was also filed with the ******** ********* **********
  ****** (****) and Better Business Bureau (BBB). Please be assured that Fifth Third Bank takes your
  feedback seriously, and 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. 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 our customers’ satisfaction.
  
  I have thoroughly researched your concerns regarding your credit limit and interest rate on your credit card
  ending in ****. Research determined that on July 29, 2020, the Bank sent you a letter explaining that your
  credit limit has been reduced to $5,500.00 as a result of the information obtained in a report from
  TransUnion. I have enclosed a copy of the letter for you to review. Additionally, the Bank is unable to adjust
  the interest rate on an existing credit card. In order to have a different rate, a new application is required. If
  you would like to speak to someone regarding a credit limit increase request, please contact the New
  Accounts Department at ###-###-####, option three (3), Monday through Friday, 8 a.m. to 6 p.m., ET. This
  number can also be used to contact the New Accounts Department for checking accounts, please select
  option two (2) to speak to a checking account representative.
  
  I have also researched your concerns regarding the check you received in the mail in January of 2023. This
  check was for a balance transfer, or could be used for a general convenience check with a 0% promotional
  annual percentage rate for fifteen (15) months, and a 4% fee for your credit card ending in 5737. As this
  offer included a convenience check you were able to deposit the check into your personal checking account.
  Please note that in order for the check to successfully process, the amount of the check needed to be equal
  to, or less than the available credit on your card. On January 12, 2023, check number 7590 was deposited
  into your checking account ending in **** in the amount of $5,000.00. On January 18, 2023, this check
  was returned due to non-sufficient funds as the available credit on your credit card ending in **** was not
  enough to cover the $5,000 transaction. I have enclosed a copy of the promotional letter for your records.
  
  I have also researched your concerns regarding dispute case ************ and dispute case ********.
  Dispute Case ************ disputed the April 25, 2024, web initiated payment at ****** in the amount
  of $112.74. This dispute was denied as the activity is consistent with the location, type, or number of
  purchases you have made in the past.
  
  Dispute case ******** disputed the following transactions:
  
  March 23, 2024, $70.12 at ***********
  March 25, 2024, $70.02 at ***********
  March 31, 2024, $18.97 at ****** ***** ***
  May 4, 2024, $52.31 at *** ** ** *******
  May 6, 2024, $7.06 at ***********
  
  As of May 20, 2024, a temporary credit in the amount of $288.79 has been issued for the disputed activity.
  Of the $288.79 issued as a temporary credit $26.03 is not a final credit. Please allow up to ninety (90) days
  for the case to be completed. I have enclosed copies of the dispute letters for you to review.
  
  I have also completed a review of the -$500,000.00 hold on your account. This was placed by the Dispute
  Resolution Department as a way to protect your account from further unauthorized activity. The hold will
  remain on your account for up to two (2) months and could still allow items to be posted to the account. It
  is highly recommended that you visit your local branch or contact your relationship manager to close this
  account and open a new account since your information was exposed. Please continue to monitor your
  account and contact us if there are any additional transactions that are fraudulent or unauthorized. The hold
  can be removed by calling the Dispute Resolution Department. If you have any additional questions
  regarding your disputes, or the hold on your account, please contact the Dispute Resolution Department at
  ###-###-####, Monday through Friday, 7 a.m. to 6 p.m., and Saturday, 10 a.m. to 4 p.m., ET.
  
  I have also researched your concerns regarding the overdraft transfer fees and overdraft fees assessed on
  your checking account ending in ****. Research determined that you are currently enrolled in Overdraft
  Protection. Overdraft Protection is a service where the Bank can link your checking account to another
  eligible account to attempt an automatic transfer in the event the checking account becomes overdrawn.
  Your account is currently set up to transfer funds from your credit card ending in **** if your checking
  account becomes overdrawn. I have enclosed a copy of the Bank’s Deposit Account Rules and Regulations
  as they fully explain Overdraft Protection and the fees associated with it.
  
  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 5 p.m., ET.
  
  
  Sincerely,
  
  
  Al M
  Office of the President
  
  Pc: ******** ********* ********** ******
  Better Business Bureau
  
  Enclosures: July 29, 2020, Credit Line Decrease Letter
  Dispute Letters (4)
  Deposit Account Rules and Regulations
  Promotional Letter
  

  
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My account is currently in the negative by 400 due to fees from my bank. Since Jan 1, all my charges has been removed from account to minimize fees because I was using my advance. I was locked out my account in March 2024 due to being robbed and the money was recovered two weeks later after fees from other companies had already been applied . I have had to replace my phone and my tablet with a new company. Still have to pay my old carrier off and still have to pay my rent. My bank knows this because I keep them informed. Before getting robbed I was in a car accident. Last month , my roommate moved out and my phone is off because I made sure I had a place to work because I work from home . Just letting you know of my hardship. I understand that y’all reversal my fees in the past but y’all don’t understand the impact of my account being in the negative. I can’t live or pay my bills. I couldn’t when y’all first took out the fees in 2023 and I had to write to the corporate to get it back. I’m just trying to get on my feet. I don’t need another bill as high as 400 from my bank. I got to pay 700 to *******, 1850 to my landlord, I’m paying back rent 203 and 198.09 that is coming out each month. Had to pay first and last which was $3300. So I don’t have the money to clear out my account and the fees will just keep stacking up. For the past four months I only been able to borrow $930 or 920 and pay y’all back 1030 each time. 30*4 is 120 and the charges on my account equals up to $111+37= 148. So if I was able to borrow the full 1000 of my advance then I would not be in the negative. A bank that you can’t earn money from.I don’t understand why I was charged the $148 when all my charges are usually declined and have been since Jan of this year! But only when I’m using my advance. Please explain the rules of how an account will operate with and without using my advance. $180 for 6mos / $148 in fees. Is this a way to still collect a fee from me?

  

  Business response

  06/17/2024

  Please find attached a copy of the letter being mailed to the customer.  This letter (text below) and any listed enclosures have been mailed to the customer address on file. Thank you.

  ******* * ***** 
  *** * **** ** 
  ******* ** ***** 
  Date:  June 17, 2024

  Regarding Your Fifth Third Momentum Checking Account 
  

  Dear ******* * *****: 
  

  We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding your Momentum Checking account. We appreciate the time you have taken to document your thoughts regarding this matter. 
  

  On behalf of the Bank, please accept my sincere apologies for any inconvenience 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 our customers' satisfaction. 
  

  I would like to assure you that our overdraft fee is not intended to cause you any hardship and I apologize for any inconvenience it may have caused. Our service fees including overdraft fees are competitive with the rest of the banking community. On June 6, 2024, an overdraft notice was sent to inform you that the available balance in your account was not enough to cover all recent charges and your ending available balance was -(13.44). Additionally, your account was assessed a $37.00 overdraft fee making your available balance -(50.44). On June 7, 2024, your ending available balance was -(410.51). On June 10, 2024, you were assessed a $111.00 overdraft fee, and also a returned item in the amount of $203.64 brought your available balance to -(317.87). I have enclosed the overdraft notices for your review. 
  

  Furthermore, MyAdvance is an expensive form of credit, it was designed to help our customers meet their short-term borrowing needs for emergencies or unexpected financial needs, it is not intended to be used as a continuous source of funds for basic financial maintenance. Please note, your MyAdvance credit limit is $1,000.00, your credit limit is the total amount of credit that may be advanced on your account. The total balance of any advances you have taken may not exceed your credit limit. I have also enclosed the MyAdvance terms and conditions for your review. If you would like information about less expensive options please visit your local Fifth Third branch, visit 53.com, or call our customer service ###-###-####. 
  
  Additionally, I have enclosed the Overdraft Coverage Confirmation that you agreed to at account opening. This states that we authorize and pay overdrafts for checks and other transactions made using your checking number or automatic bill payments at our discretion. We do not authorize ATM transactions or everyday debit card transactions. Also enclosed is the Fifth Third Deposit Account Rules and Regulations. Please reference page seven (7) Overdrafts. An overdraft occurs when the available balance in your account is not enough to cover your payments and purchases or your use of the account. If an Item is presented and the available balance in your account is not enough to cover it, we may either pay the Item (an "overdraft") and charge you an Overdraft Fee or return the Item unpaid which may result in a Returned Item Fee. 
  

  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 5 p.m., ET. 
  

  Sincerely, 
  

  Nathan G 
  Office of the President 
  Pc: Better Business Bureau 
  Enclosed: Rules and Regulations 
  MyAdvance Terms and Conditions Overdraft Coverage Confirmation 
  

  
  

  Customer response

  06/23/2024

  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,
  
  ******* *****
  

• Initial Complaint

  06/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I have been devoted customers for years now, and we have had complications with 5/3 before but need assistance. Previously we have attempted to pay our loan as required online in the app which didn't go through and added up over time, negatively affecting our credit without our knowledge over the past year. As we attempted to double check that the payment went through last month of May, we cannot login to our account and cannot reach anyone regarding assistance to fix it. We have attempted to resolve these matters on multiple occasions before but with little to no avail and were blamed for the late payments even though it involved technical issues from your own app. We know it was the app as it happened on multiple occasions, in which we were shrugged off when seeking help. As loyal customers, we are highly offended by this issue and would appreciate support to resolve the matter as well as assistance to transfer the loan to a new bank if that is a possibility.

  

  Business response

  06/12/2024

  Please find attached a copy of our response. The letter (text below) and any listed enclosure(s) were sent via mail to the address listed on our response.

  **** ***** *** ****** * *****
  **** ****** **** ***
  ********* ** *****
  
  
  Date: June 12, 2024
  Account: *********
  
  
  Regarding Your Installment Loan
  
  
  Dear **** ***** *** ****** * *****:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding your
  installment loan. We appreciate the time you have taken to document your thoughts regarding this matter.
  
  On behalf of the Bank, please accept my sincere apologies for any inconvenience 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 our customers’
  satisfaction.
  
  We have completed our review of the payment history for your installment loan. Enclosed is a copy of
  your payment history for your review. If after reviewing the enclosed information, you believe the reporting
  is inaccurate, please feel free to contact me directly at the telephone number below. We regret any
  frustration this may cause you; however, we are required to report accurate information and we cannot
  accommodate your request to change prior negative reporting, in cases where no bank error occurred.
  
  If you would like to contact the credit reporting agencies directly, their contact information can be found
  below:
  
  • ******* ###-###-####
  • ******** ###-###-####
  • ********** ###-###-####
  • ******* ###-###-####
  
  Additionally, please note, we provide multiple options for you to make payments to your installment loan.
  You may visit our website at 53.com to make a payment with no charge, or per the statements that are
  mailed to you at the address above I have also enclosed for your records, you may call our service
  professionals at ###-###-#### or mail your payment to the address below.
  
  Fifth Third Bank
  PO Box 630778
  Cincinnati, OH 45263-0778
  

  You may also want to consider electronic payments through Auto BillPayer. Auto BillPayer will transfer
  your payments on time each month from your checking account to your installment loan at no additional
  charge. Many of our customers appreciate the convenience of Auto BillPayer, which eliminates the need
  for making manual payments each month and helps to avoid late payments. If you are interested in
  enrolling in Auto BillPayer, you may contact them at ###-###-####. They are available Monday through
  Friday, 8 a.m. to 5 p.m., ET.
  
  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 5 p.m., ET.
  
  
  Sincerely,
  
  
  
  Nathan G
  Office of the President
  
  Pc: Better Business Bureau
  

  
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I want these wrong accounts on my credit file checked and fixed. According to the Fair Credit Report Act, I should get $1000 for each error. FCRA 605B says to report wrong accounts on credit files.

  

  Business response

  06/12/2024

  Please find attached a copy of our response. The letter (text below) and any listed enclosure(s) were sent via mail to the address listed on our response.

  ***** ****
  **** * ****** **
  ******* *******
  
  
  Date: June 12, 2024
  Account: *********
  
  
  Regarding Your Secured Mastercard
  
  
  Dear ***** ****:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding
  your account validation request. We appreciate the time you have taken to express your concerns
  in this matter.
  
  A review of our records reflects that on April 27, 2018, we received your application for a Secured
  Mastercard. Enclosed are copies of your last three (3) account statements and your application
  for your records. If after you review the enclosed documents, you find that the account is incorrect,
  please forward specific details regarding the information you are disputing, including an
  explanation of the basis for the dispute and any supporting documentation, to the following
  address:
  
  Fifth Third Bank
  5050 Kingsley Drive
  Mail Drop: 1MOCOP
  Cincinnati OH 45263
  
  Alternatively, you can fax this information to my attention directly at ###-###-####.
  
  Furthermore, your account ending in **** was charged off on October 20, 2020, due to
  nonpayment. Please note, we are required to report accurate information to the credit reporting
  agencies. If you would like to contact the credit bureaus directly, their contact information can be
  found below:
  
  ******* ###-###-####
  ******** ###-###-####
  ********** ###-###-####
  ******* ###-###-####
  
  If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-
  ####, Monday through Friday, 8 a.m. to 5 p.m., ET.
  
  
  Sincerely,
  
  
  Nathan G
  Office of the President
  
  Pc: Better Business Bureau
  

  
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I complain regarding resolving disputes. I had a dispute for an online international merchant transaction for 4 books I only received 1 damaged book I attempted to resolve issue with merchant first with no response. I filled a dispute with 5/3 Bank. Processes of disputes is so outdated compared to other banks. They is no option to file a dispute online. I called your customer service dispute department on 4/29/2024. I answered all detailed questions rep. asked for the dispute team to start investigations. They send me letter on 5/9/2024 which is extremely late asking for the same details that I gave over the phone. I did not get letter till 5/16/2024 almost three weeks after I contacted the bank. That issue would have been resolved by filling a simple form online if need to file that dispute with a more technically advanced bank. I replied to their letter the next day I got it via mail. I send them the original invoice from the merchant along with pics of the only one damaged item I received. On 5/31/2024, 5/3 send me another letter claiming they attempted to contact me several times with no reply and they are closing the case because I did not respond. It is not true I did not receive a single phone call from them and I only got that letter that I replied to and the lost along with documents I sent. I called their dispute team same day. I re-opened the claim the agent took the call advised that I need to fax them the documents one more time and asked additional questions about names and amounts of each book which they should have asked the first call I made to dispute. I asked for an email to the send the documents too she denied giving me email saying that docs will not be get team via email. I asked to transfer to a supervisor to complain 1st she saying she is one then she transferred me to customer care who transferred me back to another dispute rep. I finally got to a supervisor who only gave me an email to use to follow up on case. I got no resolution.

  

  Business response

  06/07/2024

  Please find attached a copy of our response. The letter (text below) and any listed enclosure(s) were sent via mail to the address listed on our response.

  **** * *****
  *** ***** **** **
  ******** ** *****
  
  
  Date: June 7, 2024
  Account: *********
  
  
  Regarding Your Dispute
  
  
  Dear **** * *****:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding your dispute.
  We appreciate the time you have taken to document your thoughts regarding this matter.
  
  On behalf of the Bank, please accept my sincere apologies for any inconvenience 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 our customers’ satisfaction.
  
  Our research has determined that on April 29, 2024, you filed a dispute case number ************, in the
  amount of $42.50. On May 8, 2024, a letter was sent to you at the address above requesting additional
  information for your dispute. On May 23, 2024, a second letter was sent to inform you that since we have not
  received the requested information or documentation the dispute was closed. I have enclosed the letters for
  your record.
  
  Please note, the information provided was not sufficient enough to reassert the case. The phone call
  providing details does not suffice to reassert a case, due to the fact we need proof confirming why we should
  reassert the case. For additional information please contact our Dispute Resolution Department at telephone
  number ###-###-####, Monday through Friday, 7 a.m. to 6 p.m., and Saturday, 10 a.m. to 5 p.m., ET.
  
  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 5 p.m., ET.
  
  
  Sincerely,
  
  
  Nathan G
  Office of the President
  
  Pc: Better Business Bureau

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company charged me to ship my debit card. They told me at the branch they shouldn’t have done so. Also still waiting on the credit for the disputes purchases. Thanks

  

  Business response

  06/07/2024

  Please find attached a copy of the letter that was mailed to the customer on 5/31/24 (text below). Thank you. 

  ******* * ******
  ***** **** **
  ****** ** *****
  
  
  Date: May 31, 2024
  Account: *********
  
  
  Regarding Your Dispute
  
  
  Dear ******* * ******:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding your dispute.
  We appreciate the time you have taken to document your thoughts regarding this matter.
  
  On behalf of the Bank, please accept my sincere apologies for any inconvenience 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 our customers’ satisfaction.
  
  Per our conversation on May 29, 2024, you were able to reach our dispute department in order to file the
  dispute for two (2) charges totaling $349.99. Please allow eight (8) days for the temporary credit, and ninety
  (90) days for a full resolution. For any additional information, please contact our Dispute Resolution
  Department at telephone number ###-###-####, Monday through Friday, 7 a.m. to 6 p.m., and Saturday, 10
  a.m. to 5 p.m., ET.
  
  Furthermore, per the conversation with our dispute agent on May 29, 2024, when your debit card was
  cancelled and a new card was ordered, you were provided with two (2) options for the card being sent. The
  first option was standard delivery, which you were advised had the potential to take up to two (2) weeks, or
  the second option was that we could expedite the card and it could be delivered within one (1) or two (2)
  days. However, as advised, the expedited option had a $30.00 charge. You elected to have the card
  expedited.
  
  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 5 p.m., ET.
  
  
  Sincerely,
  
  
  Nathan G
  Office of the President
  
  Pc: Better Business Bureau

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 7, 2024, I purchased a cashier check for $19,950. That check was sent to my trustee to pay off a bankruptcy through certified mail. As of today, May 30, 2024, the check has not delivered yet and the post office has not been any assistance in tracking my check even though there’s a tracking number associated I requested to have the cashier check and Fifth Third stated that their policy requires a surety bond, if the check is canceled before 90 days. Unfortunately, the surety bond is going to cost me over $400. This is money that came out of my savings account and I do not understand why they will not cancel my check as they have been asked. Requiring me to pay for a surety bond because they are concerned that it will be cashed elsewhere should not be something that I am held liable for and I should be allowed to cancel that check. They have been absolutely zero help getting my money back. I feel like this is very poor business practice. I closed my savings account today and plan to close my checking account as soon as possible. I am asking for assistance with this because this to me is very poor business practice and absolutely unfair to me, their customer.

  

  Business response

  06/07/2024

  Please find attached a copy of our response. The letter (text below) was sent via mail to the address listed on our response. Thank you. 

  ****** * *******
  **** ***** ****
  ***** ***** ** *****
  
  
  Date: June 7, 2024
  Account: *********
  
  
  Regarding Your Fifth Third Momentum Checking Account
  
  
  Dear ****** * *******:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau concerning your Fifth Third
  Momentum Checking account. We appreciate the time you have taken to document your thoughts regarding
  this matter.
  
  On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter
  may have caused you. It was certainly not our intention to cause you any hardship. 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 our customers’ satisfaction.
  
  We have reviewed your cashier’s check issued out of your checking account ending in ****. On May 7,
  2024, a withdrawal in the amount of $19,960.00 was taken out of the checking to purchase a cashier’s
  check at the ***** ***** Main Banking Center. We issued check number 38873521, in the amount of
  $19,950.00, issuing with the payee name of **** * ******, Trustee. On May 29, 2024, you came into the
  banking center to inquire about the check. The banker confirmed the check had not been cashed. You
  stated that you would need to speak to your Attorney. The banker also made you aware at that time that a
  Surety Bond would be needed to complete a stop payment on the cashier’s check before ninety (90) days
  is up. The Uniform Commercial Code (UCC) includes specific provisions regarding paying and returning of
  cashier’s checks. The Bank can be challenged on the return of a cashier’s check to another institution due
  to a stop payment that was placed on the check. Cashier’s checks are guaranteed funds, therefore other
  financial institutions do not have to honor returned items that are less than ninety (90) days old. Due to the
  provisions set forth in UCC, if it has been less than ninety (90) days since issue, the Bank only allows for a
  stop payment to be placed on a lost or stolen cashier’s check when a surety or indemnity bond has been
  issued to protect the Bank from losses. There are situations where management can review if an exception
  can be made to not require the surety bond. If a surety bond is not provided, then a customer must wait
  until after the ninetieth (90th) day has passed to complete the Declaration of Loss and begin the stop
  payment process.
  
  In our conversation on June 3, 2024, you stated that you could not get a surety bond because of the filing
  of bankruptcy. I reached out to our retail management to see if we could make an exception. As I explained
  in my phone call on June 4, 2024, they stated that they would not make an exception. One of the managers
  offered to contact the payee to explain our process and/or verify that the check was purchased, which I also
  disclosed during the same phone call. Your comments regarding this have been noted.
  
  Additionally, in our conversation on June 3, 2024, you stated that if you would have been given the
  information regarding stop payments, you would not have purchased a cashier’s check due to the payment
  you were making. In researching our procedures, when a cashier’s check is issued, stop payment
  procedures are not required to be disclosed. Your feedback has been forwarded to our senior and executive
  management teams.
  
  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 5 p.m., ET.
  
  
  Sincerely,
  
  
  Tracy K
  Office of the President
  
  Pc: Better Business Bureau
  

  
  

  Customer response

  06/07/2024

  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, reasons for rejection are included below:

   

  Any check written by the bank is assumed to be guaranteed funds. Your argument is ridiculous. As I have stated before, I am aware that the post office has dropped the ball, however, I have a personal relationship built upon trust with my bank because I allow you to hold my earnings. So, as your customer, when I come to you and tell you that a check of almost $20,000 is lost then I expect you to cancel said check without batting an eye. I do not have the funds to replace and make a full payment to the trustee in the meantime.  I’ve missed a very important deadline because of your lack of cooperation.  Don’t worry, I haven’t forgotten about the Postal Service incompetence. So, now I am back to making payments while my entire savings is floating around irresponsibly and at risk of being cashed.  I am betting that you would not appreciate being placed in the same situation.  I have also checked with other lenders in the ***** ***** area and they all feel like your policy is ridiculous.  My direct deposit will be switched soon and my account will only be left open at a minimal balance, long enough for the 90 day arrival. At that point, I will never step foot in one of your banks again and I am sharing my experience with anyone that has the capacity to hear.  You should literally be ashamed of yourselves. 
  
  Regards,
  
  ****** *******
  

  

  Business response

  06/13/2024

  Please find attached a copy of our response (text below). The letter was sent via mail to the address on the response. Thank you.

  ****** * *******
  **** ***** ****
  ***** ***** ** *****
  
  
  Date: June 13, 2024
  Account: *********
  
  
  Regarding Your Fifth Third Momentum Checking Account
  
  
  Dear ****** * *******:
  
  
  We received a copy of the rebuttal complaint you filed with the Better Business Bureau concerning
  your Fifth Third Momentum Checking account. We appreciate the time you have taken to
  document your thoughts regarding 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 June 7, 2024. Our position on these
  matters has not changed.
  
  Please know that your disagreement with the process has been noted and this feedback is
  reviewed by our senior and executive management teams as part of our ongoing commitment to
  our customers’ satisfaction.
  
  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 5 p.m., ET.
  
  
  Sincerely,
  
  
  Tracy K
  Office of the President
  
  Pc: Better Business Bureau
  

  
  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Avoid at all costs. Fraudulent company that piggy backs off fraudulent solar installation companies that go bankrupt after a couple years. After dealing with my own solar I have now determined how this industry has created a gold rush for fraudsters Solar company sells dream of helping the environment and being self sufficient , lies about your offset, usage and whatever else to get you to sign. Even tell you they will be giving you a credit back once the loan funds. They do an abysmal installation and leaving some houses with thousands of dollars in damages, sometimes don't even activated the system . Guess what? they still get paid by dividend . Dividend Financial and other solar finance companies are riding on the back of our government program and approving almost everyone , pulling dealer funding fees up to 20% on the loan , sayings its because the interest is so low. They fund the installation company not long after you sign the agreement, before the system is running or the permit is finalized saying it's done. Try to complain to dividend , they say well you shouldn't have signed. They came the customers. They know the installers are fraudsters and go bankrupt but they are their shield so it's not Dividends fault. If the true price of a system is $20k (paying cash) it can end up being $50k when you sign. There are some honest installers and loan companies, do research and stay far away from Dividend and any company that's been in business under 5 years. Im sure in the future we will see a huge default rate on these fraudulent loans and Dividend will get a slap on the wrist while their executives made millions in bonuses. Need to start putting these people in jail.

  

  Business response

  06/03/2024

  Response is attached (text below).  Hard copy of the letter is being mailed to the customer as well. Any listed enclosures were mailed to the customer address on file. 

  ****** ******
  **** ********** **
  *** ***** ** *****
  
  Date: June 3, 2024
  Account: *********
  
  Regarding Your Solar Project
  
  Dear ****** ******:
  
  We received a copy of the complaint you filed with the Better Business Bureau regarding your solar installation. We
  appreciate the time you have taken to document your thoughts and concerns regarding this matter.
  
  I have completed a thorough review of your concerns. I have enclosed a copy of your Loan and Security Agreement for
  your review. I have confirmed that you signed the loan documents electronically via ******** and your identity was
  confirmed via Knowledge-based authentication (KBA) at that time. Your Loan and Security agreement details the
  financing aspect of your project with Dividend, a division of Fifth Third Bank. Your system was granted permission to
  operate on January 12, 2022.
  
  In your complaint you mention concerns regarding damage to your home, we have no prior record of these damages.
  Please be advised that while Dividend supplied the financing for this project we are unable to service your system or
  provide repairs. We are unable to accommodate your request to pick up the panels and are declining your request to
  settle the account.
  
  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 ###-###-####, Monday through Friday 8 a.m. to 5 p.m. PT.
  
  Sincerely,
  
  
  Sylvan R.
  Customer Care
  Dividend | a Division of Fifth Third
  
  Pc: Better Business Bureau
  
  Enclosed: Loan and Security Agreement

  Customer response

  06/03/2024

  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, reasons for rejection are included below.

   

  they said they would address the install that was finished and damage to my roof / main electric panel . They did nothing after I resubmit pictures and everything to them except wait and then respond saying there was nothing . Completely fraud, they just hope customers won’t actually follow up 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Transactions: January 2 and 3 of 2024; Both Transactions with the Same Online Business. Amount Involved: Total of $115.89 paid via 5/3 ****** **** / Debit Card Business Commitment: 5/3 Bank asserts a commitment to provide Fraud Protection for transactions made by legitimate Bank Card holders, or so they advertise. Nature of Dispute: Failure of 5/3 Bank to provide Advertised Fraud Protection for Sale of Year End Closeout Merchandise in 2 separate Transactions with the same company. For any business to take my money without delivery of advertised goods is as an end result no less than fraud. Failure to provide said Fraud Protection constitutes Breach of Contract, Customer Abuse and False Advertising on behalf of 5/3 Bank and holds potential legal repercussions. Business Attempt at Resolution: 5/3 Bank made an Internal Investigation, which was closed with 5/3’s blatant acceptance of Merchandise Non-Delivery as if this practice were legitimate and acceptable. It is not. Account / Order / Tracking Number: 5/3 Account: xxxx****, Case #******** ($50.20 and $65.69) totaling $115.89. Order Numbers: #*************** and #*************** Tracking Numbers: None Provided Advertising Method / Information: I replied to Sponsored online ads on ******** Marketplace and as buyer received no follow-up communication from the merchant and I have no contact information to attempt resolution directly with the seller involved leaving me dependent on 5/3 Bank to provide their supposed Fraud Protection. Such resolution has not been forthcoming and my written Appeal to their closure of this case was presented in person to Brian M****, Personal Banker at my local 5/3 Bank Branch in *********, **** on May 1, 2024 and was forwarded by him to appropriate internal 5/3 Bank personnel. To date my appeal remains unanswered. 5/3 Bank has copies of these details and all of my own info in the referenced case number, plus info they have not shared from their Investigation.

  

  Business response

  06/06/2024

  Please find attached a copy of our response. The letter (text below) and any listed enclosures were sent via mail to the address listed on our response. Thank you.

  ***** * ****
  *** ***** ****
  ********* ** *****
  
  
  Date: June 6, 2024
  Account: *********
  
  
  Regarding Your Essential Checking Account
  
  
  Dear ***** * ****:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau concerning your checking
  account. We appreciate the time you have taken to document your thoughts regarding this matter.
  
  On behalf of the Bank, please accept my sincere apologies for any inconvenience 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 our customers’ satisfaction.
  
  We have reviewed your checking account ending in ****. On February 2, 2024, our Dispute Resolution
  Department opened two dispute cases for you. Case number ******** was opened to dispute the
  transaction posted on December 27, 2023, in the amount of $78.95 for *****. A provisional credit was
  credited on February 14, 2024. As stated in the letter issued the same day, the funds would be available to
  use during our research, but it was also noted that it was important to keep in mind that we may reverse
  the credit depending on our findings. On April 8, 2024, the case was approved, and the provisional credit
  became permanent.
  
  Case number ******** was opened to dispute the transaction posted on January 2, 2024, in the amount
  of $50.20 for ****** Inc and the transaction posted on January 3, 2024, in the amount of $65.69 for ******
  **** A provisional credit was credited on February 14, 2024. As stated in the letter issued the same day,
  the funds would be available to use during our research, but it was also noted that it was important to keep
  in mind that we may reverse the credit depending on our findings. On April 8, 2024, the case was denied
  due to documentation provided by the merchant confirming the transaction was valid. The documentation
  provided stated that the merchandise was delivered to the address on file. The provisional credit of $115.89
  was reversed. The dispute can be reasserted with proof the merchant is willing to issue credit with proof
  that you did not receive the goods/services.
  
  We work diligently to prevent fraud perpetrated against the Bank and all of its depositors, however, we are
  not able to detect every fraud or fully prevent a customer from becoming a victim of fraud. As the owner of
  the account, you were in the best position to question the legitimacy of the merchants prior to engaging in
  the activity.
  
  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 5 p.m., ET.
  
  
  Sincerely,
  
  
  Tracy K
  Office of the President
  
  Pc: Better Business Bureau
  
  Enclosures: Dispute Resolution Letters
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩