ComplaintsforFifth Third Bank

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This bank submitted a cancelled payment to go through and also submitted 2 half payments to my principle balance instead of it going towards my regular payment and never gave me an alert about it nor did I specify that I wanted it to go toward a principle payment. This whole ordeal resulted in an NSF fee. Their app doesn’t even track the full history of the account for whatever reason so I cant even see where the issue may have happened. It’s only $30 but it’s the principle of the matter, their app is not up to par and they’re making us pay for its shortcomings.

  

  Business response

  07/12/2024

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

  ****** ****
  **** ******** **** ****
  ****** ** *****
  
  
  Date: July 12, 2024
  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.
  
  We have thoroughly reviewed your concern regarding your mortgage payments on the app. Our research
  determined you logged into the app on June 4, 2024, at 4:29 p.m. to schedule a payment of $2,865.69 for
  July 1, 2024. This payment returned on July 8, 2024, due to non-sufficient funds (NSF). This returned
  payment caused the $30.00 fee to be charged. Additionally, you scheduled two (2) payments on June 18,
  2024, at 12:10 pm. and at 12:13 p.m., both in the amount of $1,432.85. One (1) payment was schedule for
  June 20, 2024, and the other for June 27, 2024.
  
  It should be noted that the Bank requires full payment amounts before we can post a payment to your
  mortgage. A full monthly mortgage payment includes your total principal and interest payment(s) due, plus
  your monthly tax and insurance obligations if applicable. Funds are applied in the following order: we pay
  your monthly payment due first and any remaining funds will be applied towards unpaid late charges or
  fees that may have been assessed on the account. If you send funds in excess of your monthly payment
  amount and there are no unpaid fees, then those funds will be applied to your remaining principal balance.
  
  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

  07/12/2024

  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.

  The main issue was that I had cancelled the full payment that was scheduled and created the two half payments, and for some reason it didn’t go through.  Your app makes it difficult to find scheduled payments, and it also lacks the ability to view account history properly.   Additionally, it did not properly apply the half payments— this is not something that was communicated or properly managed.  
  

  As a Project Manager for a financial institution, I would be embarrassed that this was an expected outcome of the application and view this as a bug within that should be resolved asap.  As a customer experience this is extremely frustrating and again, although it’s just $30, it’s a matter of principle and the lack of understanding or care is astounding.

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

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I deposited a check June 28th into my saving account using mobile app. Upon waking up June 29th I found out my checking, saving, mobile, and debit card have all been frozen. Was told by branch assistant, to call fraud on the 1st as then that’s when it’ll be open. When calling they told me there was nothing they could do until the check was verified and I could get a transaction history from the person who wrote me the check. To which I did and went into the branch to show them, they called and they said I had to get a bank statement from the other person. They refused to even unfreeze my checking account where the check wasn’t being deposited. The check has cleared from my client so now they have over 2000$ between two accounts frozen. My only source of financial means.

  

  Business response

  07/05/2024

  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: July 5, 2024
  Account: *********
  Account: *********
  
  
  Regarding Your Accounts
  
  
  Dear ******* * *******:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding your accounts. 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 June 28, 2024, a mobile deposit was made into your Momentum Savings
  account ending in **** in the amount of $1,836.60. On July 1, 2024, blocks were placed on your accounts due the
  Bank not being able to verify the validity of the check. Also on July 1, 2024, a letter was sent to you at the address
  above to inform you that your accounts would be closed within thirty (30) days from the date on the letter.
  
  Additionally, on July 3, 2024, our Bank Protection Department removed the holds on your accounts ending in ****,
  and ****, as well as reactivated your debit card ending in ****. Please note, your accounts will remain open, and
  you may continue your banking relationship with Fifth Third Bank.
  
  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

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened checking account with them submitted a valid I'd online cashed my check on the mobile deposit. The check cleared now there holding my money on a closed account an told me that my money is being held until I show proof of identity now my I'd is expired an o have nothing to get my money that sent a letter said they closed my account I would receive a check for the bal an then said I cant have my money till I show a valid I'd

  

  Business response

  07/03/2024

  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: July 3, 2024
  Account: *********
  
  
  Regarding Your Checking Account
  
  
  Dear ********* *******:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau concerning 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 feedback is reviewed by our senior
  and executive management teams as part of our ongoing commitment to our customers’ satisfaction.
  
  We have thoroughly reviewed your concern regarding your account closure. As stated in the letter sent to
  you on March 25, 2024, the Bank routinely verifies new accounts to ensure the protection of our customers.
  As the account was opened online a standard procedure is to verify your information in person. I have
  enclosed this letter for your records. Additionally, you were not able to provide this information within the
  thirty (30) days as requested so the account has been closed. To obtain the remaining balance on the
  account please step into your local branch with a valid form of ID and they would be happy to assist you.
  
  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
  
  Enclosed: March 25, 2024, notice

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used their ATM and it would not give me my card back. They 'claim it was shredded' but would not show me the card. They were very rude and sneaky. What kind of bank steals your card??????It was not declined it had hundreds of dollars on it.

  

  Business response

  06/27/2024

  No letter will be mailed to the customer as no address was provided. Please see the response below that was emailed to the customer.

  ********* *******
  **********************
  
  
  Date: June 27, 2024
  
  
  Regarding Your Recent Experience
  
  
  Dear ********* *******:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding 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 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 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 it is Fifth Third Bank policy for any non-Fifth Third cards retained by our
  ATMs to be automatically shredded. This is for security as we are unable to fully verify the account holder.
  For our customers, we have a lot of personal identifying information on file. Without having additional
  information to verify the owner of a card, we cannot guarantee that the person requesting the retained card is
  in fact the owner of the card. We understand and sympathize with the additional complications this has
  caused.
  
  Please note, for future if you have another card with which can access your funds, you may visit any of our
  branches and request that they process a cash advance. The process is completed inside the branch with an
  employee.
  
  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
  

  Customer response

  06/28/2024

  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 are stating that if it is not a fifth third Bank card it will be shredded. That is very misleading due to there being a prompt that says it will charge you $4 if you are not a member. Also I was able to use it once and $400 was able to come out so that was a lie. I was able to use it. It was the second time I used it when it was shredded. Everything they say are lies! They should definitely have a sign saying that it will be shredded if you put it in and you are not a member.
  Regards,
  
  ********* *******
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  53 back is taking $3.00 out of my account on a regular basis and not making documentation of it .I don't know how much that they have taken over the years.

  

  Business response

  06/27/2024

  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 27, 2024
  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.
  
  At Fifth Third Bank, we are continuously evaluating the service we are able to 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 to 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 only $3.00 fees that are showing on your account were from a non-Fifth Third
  ATM fee that were assessed on July 31, 2023, and September 8, 2023. Please note, that as a courtesy to you, on
  April 9, 2024, both fees were reversed. I have enclosed our Fifth Third Deposit Account Rules and Regulations that
  you received at account opening, please reference page sixteen (16) section (d) ATM Fees. Your account may be
  subject to charges when you use an ATM that does not display the Fifth Third Bank logo. Also, when you use an
  ATM not owned by us, you may be charged a fee by the ATM operator, or any network used, and you may be
  charged a fee for a balance inquiry even if you do not complete a funds transfer.
  
  Please note, you are able to use your Fifth Third app under the locations tab, in order to help find Fifth Third
  Banking Centers as well as all Fifth Third ATM and partnering ATMs to avoid further charges to your 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 ###-###-####, 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

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A loan for a vehicle was paid off early in March of 2024. An electronic lien release was supposedly sent on March 24th. The state of ******* never received this. I called 5/3 three more times in May to inquire why the title was not released electronically. They told me there was an error and to talk to the state of *******. ******* said that the bank must send the release. 5/3 then offered to send a paper release which i accepted. The paper release never came (possible lost in mail). I called again to ask for new attempt at electronic lien release and a new paper lien release to be sent. Two weeks later and the electronic release has not gone through. The paper release came but ******* will not accept it. I contacted 5/3 again and they only offered to submit the electronic release again or send new paper release. At this point talking to 5/3 is like talking to a wall. They simply need to call someone at the state of ******* and explain the error message they are receiving when electronic lien release is submitted. This should be a 2-3 day solution maximum, not 3 months. Someone at 5/3rd needs to contact me and have this escalated and resolved quickly.

  

  Business response

  07/01/2024

  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: July 1, 2024
  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 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.
  
  We have reviewed your concerns regarding your lien release for your installment loan ending in ****. On
  March 17, 2024, your loan was paid off. Your vehicle is titled in the State of *******, which is an electronic
  title state. In this situation, we would submit an electronic lien release to the State of *******, and they
  would mail you a paper title. Research shows that when we would send the electronic lien release, we
  would receive error messages. We were notified that the State of ******* recently changed their address
  verification system, and it was not accepting the information we were entering. On June 27, 2024, we
  submitted the electronic lien release with the correct processing of your information. We received a
  response that the release had been accepted on June 28, 2024. The State of ******* is printing a paper
  tile and is mailing it to the above mailing address.
  
  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

  07/01/2024

  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

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Fifth Third Bank regarding my recent experience with their auto loan process. On June 13th, 2024, I spoke with a representative about applying for an auto loan. The representative was extremely rude and condescending throughout the conversation, making the process unnecessarily grueling. Despite submitting my loan application and enduring a hard pull on my credit, I did not receive the promised confirmation within 24-48 hours. I had to take the initiative to call and check the status of my application myself, only to be informed that my loan was denied due to an “internal risk score.” When I asked for further explanation, the representative, Deborah M****, repeatedly stated that she could not provide that information and that a letter detailing the reasons for the denial would be sent out on June 19th, 2024. When I received the letter, it merely showed my credit score and did not explain the internal risk score or the reasons for the denial as promised. Despite having excellent credit and an upper middle-class income, my loan application was denied. I believe this denial was racially motivated and that the discrimination began with the first representative I spoke to on June 13th. To add to my frustration, I was approved for the same auto loan by another lender within seconds on the next day. This stark contrast in service and approval further confirms my suspicion of discrimination by Fifth Third Bank. I expect the BBB to investigate this matter thoroughly and hold Fifth Third Bank accountable for their discriminatory practices and unprofessional conduct. Relevant Details: •Date of Incident: June 13th, 2024 •Description of Issue: Rude and condescending behavior, lack of promised confirmation, misleading information about denial reasons, suspected racial discrimination •Outcome Sought: Thorough investigation and accountability for discriminatory practices and unprofessional conduct

  

  Business response

  06/24/2024

  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 24, 2024
  
  Regarding Your Application
  
  
  Dear ****** ******* *****:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding your recent application.
  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 June 12, 2024, you applied for an installment loan though our Retail Direct Sales
  Customer Service. During the application process, you were informed that if your loan application is approved, you will be
  contacted by one of our loan processors within two (2) to three (3) business days, notifying you of a preliminary credit
  decision and rate, and if your loan application is not approved, you will receive a denial letter within thirty (30) days. On
  June 20, 2024, the Important Information About Your Loan Application letter was sent to the address above to inform you
  that after a careful review, we were unable to approve your loan request. Please reference the reasons for the decision on
  page one (1) that I have enclosed for your records. Please note that a past loan denial does not mean that future loan
  applications will be denied. You are welcome to re-apply at any time. A future loan application will undergo our standard
  review according to current underwriting guidelines, in order to ensure fair and responsible lending. If you wish to apply,
  please contact us at ###-###-#### Monday through Friday, 8 a.m. to 5 p.m., ET.
  
  Please be assured that Fifth Third Bank takes claims of discrimination very seriously and does not make decisions based
  on race, color, religion, national origin, sex, marital status, age, disability, familial status, or the receipt of public
  assistance.
  
  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

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  unauthorized transaction occurred to my account, filed 2 claims some time ago and have received NO determination. If one has been made, and it was favorable to me, then I should have a refund of the unauthorized withdrawal, asap. The time lapse is ridiculous and not supported by customer service.

  

  Business response

  06/24/2024

  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 24, 2024
  Account: *********
  
  
  Regarding Your Disputes
  
  
  Dear ******* **** **:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding
  your disputes. 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 dispute case ******** was denied for the transaction in the
  amount of $453.70. This dispute was denied due to the transaction being reversed and your
  account was credited on May 16, 2024. I have enclosed the dispute resolution letter sent on
  May 22, 2024, for your records.
  
  Dispute case ******** for a web-initiated payment in the amount of $2,160.83 was approved
  and found in your favor. Your account ending in **** was credited on June 3, 2024. I have
  enclosed the dispute resolution letter sent on June 3, 2024, for your records.
  
  Dispute case ******** for the $41.68 charge at ******** was resolved in your favor and
  your debit ending in 2980 was credited on June 7, 2024. I have enclosed the dispute resolution
  letter sent on June 8, 2024, for your records.
  
  Dispute case ******** was filed for a web-initiated payment to ****** in the amount of
  $350.00. This dispute case was approved and your account ending in **** was credited on
  June 20, 2024. I have enclosed your dispute resolution letter for your records.
  
  Dispute case ********, was opened for an Automated Clearing House (ACH) payment in the
  amount of $453.70 to ****** ********** on June 15, 2024. I have enclosed the dispute letter
  that was sent to you on June 15, 2024, with a written statement for you to complete. 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, to submit voice
  authorization, or send the written authorization by email to ******************, or mail to the
  address below.
  
  Fifth Third Bank
  Disputes Resolution Dept.
  5050 Kingsley Drive
  MD 1MOCBX
  Cincinnati OH 45227
  
  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

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have both a personal account and a business account with fifth third bank. It is clearly printed on my business checks VOID after 30 days. This bank has let NINE checks go through well after the 30 days up to 5 months later. I contacted my local fifth third and they stated I would have to fight the bank to recover the funds. I am a small business and when people wait 5 months to cash a check that can create a big problem that is why my company put the void after 30 days on the check. I feel the bank needs to refund all amounts for checks processed after the 30 day stipulation period.

  

  Business response

  06/24/2024

  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 24, 2024
  Account: *********
  
  
  Regarding Your Business Premium Checking Account
  
  
  Dear ****** **** ******:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding your Business
  Premium 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.
  
  Our research has determined that all checks are valid for six (6) months past the date listed on the check. After six
  (6) months, the check is deemed stale-dated and no longer presentable. Past six (6) months, a new check must be
  requested from the maker. Please note, while we make every effort to process all checks and watch for stale dates,
  it is just a guideline and not a rule. Therefore, any check presented can potentially result in a debit to the account of
  the maker if funds are present to cover the item at time of presentment. Fifth Third Bank is not liable if we pay a
  check in “good faith.” Please reference page nineteen (19) section (k) Limitation of Liability and Indemnification in
  our Rules and Regulations that I have enclosed for more information.
  
  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
  

  
  

  Customer response

  06/24/2024

  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. I would like to be provided a copy of the banks policies regarding checks and stale dates as well as policies that provide clarification to void dates employers have the right to put on payroll checks. Some of the checks that cleared are over six months old so a violation of this banks own policy was done when the check was allowed to be processed. 
  
  Regards,
  
  ****** ******
  

  

  Business response

  07/02/2024

  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: July 2, 2024
  Account: *****6906
  
  
  Regarding Your Business Premium Checking Account
  
  
  Dear ****** **** ******:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding your Business Premium
  Checking account. 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 are able to 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 to us. On behalf of the Bank, please accept my sincere apologies for any
  inconvenience or frustration this matter may have caused you.
  
  Per your request I have enclosed Fifth Third Bank Deposit Account Rules and Regulations. Please reference page
  thirteen (13) section 7.2 Checks with Legends or Restrictions, you agree that we may disregard legends or restrictions on
  checks, such as “paid in full” or “not valid after 30 days,” and pay the check even if the legend or restriction has not been
  satisfied. We will not be liable to you for any Losses that result from a legend or restriction on a check or from our failure
  to abide by any such legend or restriction. Additionally on page thirteen (13) section 7.6, Review of Checks and
  Signatures, we use automated check processing procedures and do not individually examine most checks. You agree that
  we can process checks based on the **** data printed at the bottom of the check without individually examining the
  date, signatures, legends or endorsements, and that we have exercised ordinary care if we examine only those checks
  that we have identified for review based on our internal criteria as it may be updated from time to time. You agree that
  automated processing of your checks is reasonable and that the exercise of ordinary care will not require us to detect
  forgeries or alterations that could not be detected by a person observing reasonable commercial standards.
  
  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

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I deposited my payroll check into an ATM after hours. The bank didn't recognize my signature. Even through its the very signature i used on June 8th 24 to open my account. They informed me they would send me a copy of the check in 30 days. I was informed my paycheck was shredded. The bank has no solution. I don't have another check and they refuse to correct my situation

  

  Business response

  06/25/2024

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

  ******* ********
  **** **** **** ******
  ******* ** *****
  
  
  Date: June 25, 2024
  Account: *********
  
  
  Regarding Your Checking Account
  
  
  Dear ******* ********:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau regarding your
  Fifth Third checking account. We appreciate the time you have taken to document your thoughts
  and concerns regarding this matter.
  
  Please be assured we have thoroughly reviewed your concern regarding your check deposit at
  our Automated Teller Machine (ATM). Our research confirms that an official copy of the check
  was mailed to you on June 18, 2024, by standard mail to the address on file. Please allow seven
  (7) to ten (10) days to receive the check in the mail. Additionally, our research determined the
  maker of the check did not sign the front of the check causing the ATM to reject this deposit. It
  would be best to request your employer reissue your check, signing the front so the check does
  not flag as altered or a duplicate deposit.
  
  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
  

  
  

*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. ↩