Complaints
This profile includes complaints for Fifth Third Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,704 total complaints in the last 3 years.
- 489 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:04/27/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased pre-owned vehicle on Feb 3rd, 2025 at ********* ** ******* (**** **** *** ******* *** ******** ** *****). First Lienholder is Fifth third bank. Due to an issue between previous owner and ********* ** *******, title was issue so late. (April 1st, 2025). because of this, I had to get temporary plate. I went to BMV of **** (in the city of ************) in order to get the plate, but I couldn't get the plate due to the address in the title is out of state. (**** ****** *** ************ ** *****) I put this address because I was in the process of moving from ******* to ****. In order to receive plate, I contacted fifth third bank (lienholder). However, they said it will take 3-5 weeks to give me a title with the **** address. My temporary plate will expire on May 7th. I want to receive the title before May 7th so that I can use vehicle without title issue.
Business Response
Date: 05/01/2025
Please find attached copy of the letter being sent to the customer (text below). Thank you.
***** ****
*** ******* **
************ ** *****
Date: May 1, 2025
Account: *********
Regarding Your Installment Loan
Dear ***** ****:
We received a copy of the complaint you filed with the Better Business Bureau concerning your
installment loan. We appreciate the time you have taken to document your thoughts regarding
this matter.
Per our conversation on April 29, 2025, I confirmed that your Title transfer request was mailed
to the ********* County Title Office on April 26, 2025. We have confirmed that they received the
package on April 28, 2025. 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,
Melissa B
Office of the President
Pc: Better Business BureauCustomer Answer
Date: 05/01/2025
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
Date:04/21/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a new auto loan account with 5th 3rd Bank that was established by the auto dealer. I have tried to set up my account on line with my computer, but it rejected my password attempt and then locked me out. When I call for help, the 5th 3rd Bank agent wants to send me a cellphone verification text, which I can't receive while I'm talking on my flip phone. They said the alternative was for me to drive 40 miles to a 5th 3rd Bank branch and establish an email with them, then wait 14 calendar days for it to take effect. I made my first payment by going through my personal bank, but in the meantime I can't check my payment verifications, nor my auto loan balance. All I want is to be able to access my account from my computer.Business Response
Date: 04/23/2025
Please find attached a copy of the letter being mailed to the customer (text of letter below). Thank you.
**** *****
***** * ****** *** *
******** ** *****
Date: April 23, 2025
Account: *********
Regarding Your Online Access
Dear **** *****:
We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding
your online access. 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 feedback
is reviewed by our senior and executive management teams as part of our ongoing commitment
to our customers’ satisfaction.
We have completed a thorough review of your concern regarding your ability to create an online
account to view your loan and pay your bills. Per our conversation on April 22, 2025, we were
able to successfully create an online account and update your information. I hope this letter meets
your satisfaction and resolves your needs.
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 (BBB)Customer Answer
Date: 04/23/2025
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. 5th 3rd contacted me in a very short time, and the helpful agent from the Bank stayed on line with me until I was able to set up my account. Thanks very much to Lana and 5th 3rd Bank for a quick resolution.
Regards,
**** *****Initial Complaint
Date:04/17/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had an account at Fifth Third Bank years ago. I recently tried to sign up for a new checking account based on an offer I received in the mail. Fifth Third Bank website keeps telling me to sign in when I do not have an account. I tried to get this resolved but cannot. Can the corporate office look into this? Thanks.Business Response
Date: 05/02/2025
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: May 2, 2025
Regarding Your Recent Experience
Dear ****** * ******:
We received a copy of the complaint you filed with the Better Business Bureau concerning your recent
experience. 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. 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.
Recently, you received an offer in the mail for a new checking account. We understand that when you went
on our website to take advantage of the offer, you were prompted to sign in. Even though you have not had
an open deposit account with us since 2022, our system recognizes you and recognizes that you have an
online profile that you had previously established. As you are encountering the prompt to sign into your old
login, you can bring the promotional offer into the local banking center, and we can assist in opening the
account. The banker will be able to make sure you receive the promotion.
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 BureauCustomer Answer
Date: 05/02/2025
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
Date:04/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
we made the final installment payment in our books, We received a letter saying we owed 180.00, A couple of months ago my credit report dropped a few points, saying that 5/3rd reported an increase to my balance. When I called, they said there was no balance increase or late charges, it must have been reported by mistake. I don't know how they can just add a balance to a loan, and then assess a late fee. They reported my account 30 days past due, instead of offering a reason for the additional charges, it dropped my credit rating 90 points, and now has cost me a lot of extra on my credit cards, because they raised my interest. Additionally, even though we had a car loan with them, I was charged 18.00 once and 10.00 three different times for cashing their bank checks at their branch, being told it was because I didn't have an account with them. When you call and try to explain anything, you get a rep that is very hard to understand.Business Response
Date: 04/24/2025
Please find attached copy of the letter (text below) that is being sent to the customer. Thank you.
****** * *********
*** ******** **
******** ** *****
Date: April 24, 2025
Account: *********
Regarding Your Installment Loan
Dear ****** * *********:
We received a copy of the complaint you filed with the Better Business Bureau concerning 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.
As discussed in our conversation on April 14, 2025, you made a payment in the amount of
$317.88 on March 7, 2025, leaving a principal balance of $103.31, and late fees totaling $76.97
due to payoff your loan. In an effort of customer service, we waived a late fee in the amount of
$41.97 on April 5, 2025. On April 17, 2025, your final payoff in the amount of $139.12 was
applied and your account was closed.
Our records indicate that the maturity date for your loan was February 26, 2025, your loan was
paid off on April 17, 2025. 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:
• ******* ###-###-####
• ******** ###-###-####
• ********** ###-###-####
• ******* ###-###-####
It should also be noted, in our conversation on April 17, 2025, we discussed fees for cashing
checks for immediate funds. Fees for immediate funds cannot be waived or modified, including
Fifth Third customers that have deposit accounts. For checks less than $5.00 there is no fee
and for checks that are $5.01 or higher there is a 2% fee with a minimum of $5.00.
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,
Melissa B
Office of the PresidentCustomer Answer
Date: 04/24/2025
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.(PLEASE TYPE YOUR REASONS HERE)
I am upset that the bank did not try to resolve this issue before it cost me a 99 point drop in my credit score,I have spent years building an excellent credit history, and one late payment, caused significant damage. They should communicate better. Melissa eas supposed to call me on Wednesday, but I didn't get the call until Thursday. Shows complete disregard for the customer. I will never do business with this bank again.
Regards,
****** *********
Initial Complaint
Date:04/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
11/29/24: Paid off my auto loan with FifthThird Bank ("Bank"). No correspondence from bank regarding payoff, title, or loan closed statement. 12/06/24: I called Bank to inquire about documentation; informed docs "to be sent by 12/13". Docs never received. 02/05/25: Release of Lien letter sent, notarized wet-sign letter received 2/7. Bank sent release req to ** DMV but req was incomplete. Req continuously rejected by ** DMV. 02/13/25: Loan paid in full letter finally received, stating as of 11/28/24 loan closed. 02/18/25: I followed up w/Bank, stated "paperwork discrepancy", so I sent proof of registration to ** DMV on 08/21/23. 02/21/25: Message from Bank stating "waiting on response from ******" (re: paperwork discrepancy). 03/03/25: Bank stated "documentation received from ******, our dept emailed all required documents to state of **. Can take up to 4 weeks to process". 03/24/25: Bank stated "looks like lien has been released, [I] should be apply to apply for duplicate title [without lienholder] because instead of sending paper title to [Bank], they just released the lien" unsure who "they" is referring to. 04/09/25: I tried to request duplicate title via ** DMV Online; informed there is still LIENHOLDER on title. I called Bank to inquire. 04/11/25: Bank called back apologizing, stating "so sorry, we thought it was released but ** had a few errors so we just re-released it", and let me know to expect 10+ business days for processing. I am owed the CLEAN title to my vehicle that was paid in full with no delinquencies. It has been 5 months of back-and-forth nonsense with no clarity on why their lien release keeps getting rejected by the ** DMV, and no following up on the matter until I call and ask, and they say "oops, looks like it was rejected again, we didn't know but we'll try again". The ** DMV is also unhelpful, stating that unless the ********** office processes and marks on record "lien released", they can't issue title even with lien release letter.Business Response
Date: 04/15/2025
Please find attached a copy of the letter being mailed to the customer (text below). Thank you.
**** ********
***** ******* ***
**** ******** ** *****
Date: April 15, 2025
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 Fifth Third Bank, please accept my heartfelt apologies for any inconvenience this matter may
have caused you. Rest assured, we have thoroughly researched this issue 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 customer satisfaction.
Our research has determined that the vehicle was initially registered in ****** (**). ****** reported the
registration to the National Motor Vehicle Title Information System, causing ********** (**) to cancel the
electronic title record. The Bank received a letter from ****** confirming the vehicle was never titled there.
This allowed ** to reactivate the electronic title record. All necessary information was provided to ** on March
15, 2025, and ** confirmed our lien was deleted. On April 1, 2025, we received a paper ** title. On April 11,
2025, we submitted a release. Our records show that the title was mailed to you at the above mailing address.
Additionally, please be advised that the lien will be signed off on the front of the ** title, but this does not
release it from the state system. Once you receive the title, you will need to turn it into the state to have the
lien removed from the state system.
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 BureauCustomer Answer
Date: 04/15/2025
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.First: false information as the vehicle was NOT "initially registered in ******". This is a ********** car and was purchased and registered in the state of ********** in 2020. Prior to my purchase, it was still a ********** car. It was later registered in ******, and then brought BACK to ********** in 2023. Additionally I find it blatantly unacceptable that this has been a five month process so far, and I received NO communication when I initially paid the loan in full - huge red flag. I had to call several times to chase down my paperwork.Other inconsistencies with your response: on March 25, I received a phone call stating the lien was released and I was instructed by Tina at Fifth Third to "request a duplicate title from the DMV without lienholder". This was also false information, as on Apr 10, I tried to do that and found there was still a lienholder on record. When I called Tina back to inquire, she had told me on Apr 11 that "the lien wasn't released, we thought it was but ********** had an error so we're releasing it now". Lots of false and incorrect information on the Bank's behalf, not to mention that prior to me being connected with Tina, no one was monitoring the status of the lien release which was rejected at least twice. There is an intense lack of care, organization, and fulfilment by the Bank.
Further, I have been told now 3 or 4 times over that the lien was released. It was up to me to call the Bank back to continuously check in on the lien release status, only to be told that "it was rejected" and the team "didn't know" so now they're "resubmitting the lien". I have TWO legal, notarized, wet-sign documents stating the lien was released. I find it negligent and disorganized on the Bank's behalf to provide me with two FALSE legal documents while also not ensuring their due diligence on the matter.The bottom line: basic agreement was that I pay my loan in full, I earn the full rights to my vehicle. I should NOT have had to chase down people, paperwork, and status over the course of five months (and counting), as this should have all been taken initiative by the Bank. It is solely the Bank's responsibility to do their due diligence and hold up their end of the agreement. Had I not called and been persistent, I would never have been connected to Tina, a manager, who has been the only person doing any type of research on the matter, but still lacking in consistency. This has been a ridiculous process and Fifth Third has no business being a lienholder since they cannot be responsible enough to solve matters in a timely manner. I always paid ahead of time and more than the minimum amount, I never had a delinquency or fault on a payment, but this is how they treat their loyal customers.Reason for rejection: admit ALL the faults by Fifth Third Bank and take full ownership of the mistakes and misinformation over the last 5 months.
Regards,
**** ********
Business Response
Date: 04/18/2025
Please find attached a copy of the letter being mailed to the customer (text of letter below). Thank you.
**** ********
***** ******* ***
**** ******** ** *****
Date: April 18, 2025
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.
At Fifth Third Bank, we are continuously evaluating the service we provide to our customers.
Please be assured that we take your comments very seriously. We sincerely value your feedback
as it assists us in delivering first-class customer service, which is a priority for us. On behalf of
the Bank, please accept my sincere apologies for any inconvenience or frustration this matter
may have caused you.
Our research has determined that the vehicle was initially registered in ****** (**) after the
********** (**) title was already issued. When ** reported the registration, the ** title was
canceled. On July 22, 2020, the vehicle was financed, and on August 5, 2020, the Bank received
a ** electronic title. When the vehicle was registered in **, that information was submitted to the
National Motor Vehicle Title Information System (NMVTIS). When the registration information was
sent to NMVTIS, the state of ** canceled the electronic title record. Please note, as a bank, we
have no control over what the states do with title records.
When the vehicle was registered in ** in 2023, it did not automatically reactivate the electronic
title. The state of ** requires documentation from ** showing the vehicle was never titled there,
but only registered. The ** registration documents that were provided did not state it was
registration only. This caused the registration to not be accepted by the state of **********. This
caused the Bank to have to get a letter from **. Once all the information was collected, we then
sent an email to the state of ********** with the required documents.
On March 15, 2025, the system showed the state of ** deleted our electronic lien. When they
delete the lien electronically, a title is typically mailed directly to the customer. At that time, the
Bank reached out to ** to have a paper title sent to us directly to sign off on and send to you.
The state of ** printed a paper copy of the title and re-listed Fifth Third Bank as a lienholder. We
did not receive the ** paper title until April 1, 2025. Once the title was located on April 11, 2025,
the Bank submitted for release.
Additionally, please be advised that the lien will be signed off on the front of the ** title, but this
does not release it from the state system. Once you receive the title, you will need to turn it into
the state to have the lien removed from the state system. I hope this letter meets your satisfaction
and resolves your needs.
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 BureauInitial Complaint
Date:04/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The bank is holding a check of mine for over a week now. Usually the bank holds it for 2-3 business days. I have bills to pay and was dependent on this money. They're statement for holding it for so long is confidential information that check may not be paid. I spoke to I think it was two different tellers , one from customer service and they both said the funds would be available by Saturday the 12th of April and that the hold would be lifted on Friday the 11th of April. I received a letter yesterday saying the funds will be available for withdrawal on Monday April 14th. I'm very upset and disappointed in this bank. I have been a customer for a very long time.Business Response
Date: 04/15/2025
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: April 15, 2025
Account: *********
Regarding Your 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, I sincerely apologize for any inconvenience this matter may have caused you. Please
rest assured that we have thoroughly researched this issue and have communicated 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 your satisfaction.
Our research has determined that on April 3, 2025, a deposit of $6,068.00 was made to your Momentum
Checking account ending in ****. After additional review, a hold was placed on your deposit due to confidential
information indicating that the check may not be paid. I have enclosed the letter that was sent to you at the
address above on April 3, 2025. This letter also informs you that the funds will be available for withdrawal on
April 14, 2025. Additionally, for your records, I have enclosed our Deposit Account Rules and Regulations.
Please reference the Funds Availability Policy and extended holds, beginning on page eleven (11). Please
also reference page six (6), section (e): Freezing Your Account, Blocking or Delaying Transactions. As of April
14, 2025, the hold was removed from the deposit, and the funds are now available for your use.
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
Hold LetterInitial Complaint
Date:04/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In April of 2024 53 Bank took it upon themselves to pay our Property Taxes without notification to us the owners of the property. After numerous contact attempts with 53 Bank, I finally found a person that gave me an explanation, with a caveat. The 53 Bank contact told me they discovered we were delinquent in paying our Property Taxes for 2023/2024. The amount delinquent was approximately $100. I agreed that we were tardy in paying our property taxed in November by a few days, however I was told by the ******** County ******* Treasurers office I could simply pay the penalty the following spring when paying the Spring Taxes. When we paid the 2024 Spring Taxes, we were contacted by the Treasurer's office telling us our taxes had already been paid by 53 Bank. Until this point, we had not received any communication from 53 Bank there was any issue. When I found the person at 53 who could help me, they told me for some reason we were not sent a letter telling us they would be paying the property taxes. 53 Bank in many following conversations told me they were notified by the ******** County Treasurer's Office of our delinquency. In talking with the head of ******** County Treasurer's office multiple times they repeatedly told me they NEVER contact 53. They said specifically, 53 Bank makes this statement to property owners commonly, but it is totally fictional. These issues have continued through this March / April 2025 with never an apology from 53, in fact all has been quite the opposite. Our local Branch Manager has been extremely arrogant, his supervisor has never responded to me after leaving messages with his receptionist (face to face contact) and now 53 has created an escrow account for 2025 even though we have never in 30 years of have a mortgage had an escrow account with 53 for property taxes or insurance. Once again, we have not received any communication from 53 Bank this was to occur. To be clear, the previous Branch Manager was always helpful.Business Response
Date: 04/16/2025
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: April 16, 2025
Account: *********
Regarding Your Mortgage Loan
Dear ****** **********:
We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding
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 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
these expectations. 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 completed a thorough review of your concerns regarding the escrow
account placed on your loan. Our research determined on April 19, 2024, the Bank was notified
of delinquent property taxes. A partial payment had been received with the amount of $126.38
remaining. The Bank paid the shortage and opened an escrow account per page four (4) of your
closing disclosure which states: “In the future, your property costs may change, and as a result,
your escrow payment may change. You may be able to cancel your escrow account, but if you
do, you must pay your property costs directly. If you fail to pay your property taxes, your state or
local government may (1) impose fines and penalties or (2) place a tax lien on this property. If you
fail to pay any of your property costs, your lender may (1) add the amount to your loan balances,
(2) add an escrow account to your loan, or (3) require you to pay for property insurance that the
lender buys on your benefit, which likely would cost more and provide fewer benefits than what
you could buy on your own.” I have enclosed this for your records. Additionally, an escrow
statement was mailed to the address on file on April 26, 2024, which showed an escrow shortage
due to this payment. I have enclosed a copy of this statement for your records.
Furthermore, your escrow will be closed per your request effective April 17, 2025. I have enclosed
the notice mailed to you on April 8, 2025, for your records.
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 (BBB)
Enclosure: Closing Disclosure, April 26, 2024, escrow statement, April 8, 2025, Escrow Account
closingInitial Complaint
Date:04/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The bank has been unlawfully debited transactions from my personal accounts without my authorization. I believe these accounts are fraudulent and should be terminated immediately!Business Response
Date: 04/15/2025
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: April 15, 2025
Regarding Your Request
Dear ******** ******:
We received a copy of the complaint you submitted to the Better Business Bureau (BB) and the
******** ********* ********** ****** (****). 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.
Although it is our sincere desire to assist you we are unable to process a dispute on your behalf as there
are no accounts at the Bank in your name. In regards to the transactions you referenced in your
complaint, you will need to contact your financial institution to file a claim. If necessary, they will contact
our Dispute Resolution Department to investigate the matter. In addition, you may wish to file a police
report. Fifth Third Bank is committed to preventing fraud and will cooperate fully with any investigation
completed by local law enforcement.
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, ******** ********* ********** ******Customer Answer
Date: 04/17/2025
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. Hopefully, all monies will be returned to my account after filing a dispute complaint to my banking institutions and a police report shall be filed to investigate the theft further.
Regards,
******** ******Customer Answer
Date: 04/17/2025
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.This email is being forward in response to your final questions, instead of mail or faxing. The company has not yet issued a refund for the money but advised me that the bank who withdrew the funds is responsible for the payback.
Both banks have failed yet to respond! My personal bank has disabled my account and requested that I come into a branch to discuss the account further. Also, cash app has still not been in compliance with the policy of crediting back a refund to the account.
I was advise to file a police report against 53rd bank since they have no documentation of me opening an account.
Thank you for you time and support.
Sincerely,
********
Business Response
Date: 04/23/2025
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: April 23, 2025
Regarding Your Request
Dear ******** ******:
We received a copy of the complaint you filed with the 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.
We initially received a copy of this complaint on April 5, 2025. We received a similar complaint from you
on April 17, 2025. Based on the information requested in the most recent letter we stand by the response
conveyed to you in the April 15, 2025, letter. I have enclosed a copy of that prior correspondence for your
review. Our position on this matter has not changed
We have thoroughly researched your concerns. However, we are unable to process a dispute on your
behalf as we were unable to locate any accounts in your name. Please be assured that Fifth Third Bank is
committed to preventing fraud and will cooperate fully with any investigation completed by local law
enforcement.
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
Enclosure: Prior ResponseInitial Complaint
Date:04/04/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Me and my husband have been banking with 53rd for about 8 years now and we have had problems but never complained. We applied for the My Advance account and was approved. At some point they locked the account and we were told it was from excessive usage of the account. Then 53rd started to lock my husband’s account every other month. In February 2025, we decided to transfer the money so we could pay rent then pay the advance account later. 53rd removed the account closing it without notifying us. Then charged my husband’s account in the amount of $733.35 labeling it as a charge off for collections. We were never informed of the closing of our advance account. We were never notified of the balance of the account and never had a chance to try resolving it. You just came in and took our money leaving the account at a balance of $0. We would like our money refunded and to be notified of the closure, balance and our options for repayment.Business Response
Date: 04/08/2025
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: April 8, 2025
Account: *********
Regarding Your MyAdvance
Dear ***** **************:
We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding your MyAdvance.
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. We have thoroughly researched this issue 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 customer satisfaction.
Our research has determined that on March 7, 2025, an Urgent Notice Regarding Your MyAdvance Line of
Credit; Action Required letter was sent to you at the address above. I have enclosed a copy for your records.
This letter was sent to advise you of the following:
• You had one or more Advances due on March 17, 2025.
• The balance needed to be paid, and your account brought current within forty-five (45) calendar days
from the date of the Advance, per the Terms and Conditions for the line of credit.
• If the Advance was not repaid by the 45th calendar day, all Advances and fees would be due immediately,
and your MyAdvance line of credit would be permanently closed.
• If the account remained unpaid, Fifth Third will send the account to a third-party collection agency that
will contact you to make payment arrangements.
Please find enclosed a copy of the March 18, 2025, letter titled Your MyAdvance Line of Credit Has Been
Closed. This letter was sent to inform you that the Advance(s) due on March 17, 2025, have been outstanding
for forty-five (45) days or more. The funds in your Associated Account were insufficient to satisfy the Advance
Balance when we attempted to make an Automatic Repayment. All unpaid Advance amounts were considered
in default. The total amount of outstanding Advances plus fees is $880.09, and the MyAdvance line of credit has
been permanently closed.
Additionally, Fifth Third Bank may set off any and all funds in accounts in your name against all or part of the
unpaid Advance(s), as well as reserves the right to place your debt with a third-party agency for further collection
efforts. On March 17, 2025, an offset was made for the amount of $116.87, leaving a remaining balance of
$880.09.
For your records, I have also enclosed a copy of the MyAdvance Terms and Conditions. Please reference page
six (6) and seven (7), Default and Remedies, which states, in the event you default under this Agreement, we
have the rights and remedies listed below, in addition to any other rights and remedies we have by law. These
rights are in addition to the actions we may take based on your failure to meet the eligibility requirements,
including suspending your right to obtain Advances. Our rights are subject to any applicable notice and right to
cure. We may:
• Require you to pay all outstanding Advance Balances before the scheduled due date.
• Offset your total outstanding Advance Balances against any account you have with us.
• Suspend your ability to take Advances under this agreement or terminate your MyAdvance line of credit.
• Pursue any other method permitted by law to collect any outstanding debts.
To make a payment, please contact our General Customer Solutions Department at ###-###-####, 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 BureauCustomer Answer
Date: 04/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and although I don’t find that this resolution is satisfactory to me, I will move and take my business elsewhere.
Regards,
***** **************Initial Complaint
Date:04/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I opened a business account with this branch in January of this year and submitted all the necessary documents but after few days , I received a call saying that the account is on hold because they needed a copy of my social security card. I do not have my social security card anymore but I brought my US passport but they did not accept it. I was informed that any document from SS office confirming that I applied for a replacement card will suffice. I went to SS office , got the letter confirming that I have applied and gave the letter to the manager, but she refused and still insisted on the copy of the card. At this time, I told them that I will just close the account. The manager said it’s ok and I will get my money ($200) back in the mail. I called the back 2x already and nobody is responding as to why I haven’t received my money yet until the other day, I was told that I still needed to give them a copy of my SS card for them to release my money. The business account was never activated in the first place because of the missing SS card and now that I am asking for my money back, they still wanted me to produce my card. I feel like that this a discrimination and harassment. I was able to open up a business account with another bank and have other businesses with different banks but none of those banks asked for my SS card. None of those staff in that branch can give me any information as to why I need to show them my SS card other than it’s from their corporate office directive.Business Response
Date: 04/10/2025
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: April 10, 2025
Account: *********
Regarding Your Business Checking Account
Dear *** *******:
We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding your Business 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 that we have thoroughly researched this issue 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 customer satisfaction.
Our research has determined that on January 7, 2025, you opened your Business Checking account ending in **** at
the ********** **** Banking Center. On January 8, 2025, it was found that the Bank needed additional documentation
for verification. I have enclosed the Urgent Notice Regarding Your New Account; Immediate Action Required letter that
was sent to you from our Bank Protection Department that informed you of the documents we needed. This letter was
also sent to inform you that if the required documentation was not received, your account would be closed on February
7, 2025. If you have any additional questions, please contact our Bank Protection Department at ###-###-####, Monday
through Friday, 8 a.m. to 5 p.m., ET.
Additionally, our records show that on April 3, 2025, the remaining funds from the account closure were mailed to the
mailing address on file for the account, *** ******* *** *** ** ***** ****** ** *****. If you do not receive this check
within fifteen (15) days, please contact me at the telephone number below.
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
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