ComplaintsforFifth Third Bank

• Initial Complaint

  10/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On September 18th, I deposited a money order for $930 at a Fifth Third ATM. On September 20th, I saw that the money was in my account and then taken out. I called customer support and they said they could not deposit it, and they will need to mail me a legal copy, and I will have to go into the branch to deposit it. I asked them if they can have it sent somewhere else and they said yes. I tried to have it sent to my PO Box, but they said they cannot mail it to a PO Box. I had them send it to my branch, at 5918 N Broadway Chicago, IL 60660. (When I first opened my checking account we had to mail it to the branch since my home address does not receive mail consistently.) The customer service rep agreed to mail it to the branch. I called the branch Manager, Lucas S., and told him to look out for the check in the mail. I called the branch about twice a week, until October 19th, when the branch manager told me that the money is simply gone. "Sorry." I called customer support multiple times and have been shuffled around to the Deposits Dept then Disputes Dept, then back to the main phone. I have used the Fifth Third app's chat box. No one has fixed the problem. This is theft. This is fraud. They have tried to blame everyone else. They have tried to say the currency exchange who issued the original money order should fix this, they have tried to blame the postal service, they have tried to blame the person who wrote the money order. I have tried calling the original currency exchange that issued the money order. They do not do reissues. And honestly, I don't blame them, they did not make any mistakes here. Fifth Third made a mistake by not depositing my money, then made another mistake by losing the legal copy when they were not able to mail it to their own branch. Fifth Third has committed fraud and theft. Please investigate and hold them accountable. I deposited $930 into their ATM and they have simply made it disappear, and my only resolution has been "Sorry.”

  

  Business response

  11/03/2021

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

  5050 Kingsley Drive
  MD 1MOCOP
  Cincinnati OH 45263
  
  
  ***** **********  
  ** *** ****** 
  ******* ** *****
  Date:     November 3, 2021
  Account:              *********
  
  
  Regarding Your Recent Deposit
  
  
  Dear ***** **********:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau regarding your recent deposit. 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. 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 who thoroughly researched this matter. I also want you to know that customer feedback and concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction. 
  
  As you are aware, on September 20, 2021, you made an ATM (Automated Teller Machine) deposit with a money order in the amount of $930.00. Our records show, this money order was rejected the same day the deposit was made as the payee line included information other than a legal name. As a result, $930.00 was debited from your checking account ending in ****. As we discussed, when a check is deposited at the ATM, the only information that should be written on the payee line should be your legal name as it appears on your account.
  
  You stated you had not received the legal copy of the check that was returned to you at the mailing address listed above. The Bank created a new legal copy, which was issued on October 29, 2021, via UPS with a tracking number of ******************. This legal copy was mailed to your local financial center, as you mentioned you have issues with mailing. I am able to confirm, the check was deposited into the account ending **** on November 1, 2021. As of the close of business on November 1, 2021, you had an account balance in the amount of $5,457.56.
  
  Thank you for your patience while waiting for a response. You are a valued customer, and we look forward to serving your financial needs in the future. If I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 5 p.m., ET.
  
  
  Sincerely, 
  
  Tiffany P.
  Office of the President
  
  PC: Better Business Bureau

   

  Customer response

  11/03/2021

  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. The money order was sent to a branch and I was able to deposit it on Monday, the 1st. Thank you!!!
  
  Regards,
  
  ******* **********
  

• Initial Complaint

  10/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **** **** **** *********** ** ***** THE SAID BRANCH DID NOT PROCESS MY MASTER CARD PAYMNET AS STATED

  

  Business response

  11/09/2021

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

   

  **** ******
  **** ****** ******
  ********** ** *****
  
  
  Date: November 9, 2021
  Account: *********
  Account: *********
  
  
  
  Regarding Your Credit Card Account
  
  
  Dear **** ******:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau regarding your
  Real Life Rewards Mastercard. 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.
  
  Thank you for taking the time to speak with me regarding your concerns. As discussed, the
  credit card payment that you made on October 15, 2021, was applied to your mortgage loan
  account ending in **** in error. Once we were made aware of the error on October 28, 2021, a
  request was submitted to have the payment reapplied to your credit card account ending in
  ****. This payment was successfully applied to your credit card account on November 3, 2021,
  and was backdated to be effective on October 15, 2021. An interest adjustment of $0.47 was
  also applied to the credit card account, so please be assured that you were not penalized with
  interest due to this posting error.
  
  Thank you for your patience while we researched this matter for you. If I could be of further
  assistance to you, please call me at ###-###-#### or toll free at ###-###-####, Monday through
  Friday, 8 a.m. to 5 p.m., ET.
  
  
  Sincerely,
  
  
  
  Susan T.
  Office of the President
  
  Pc: Better Business Bureau
  

  Customer response

  11/09/2021

  The said business needs to contact the business for the inconvenience for a credit to my account. 

• Initial Complaint

  10/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 25th, 2021, a fraudulent check was deposited through the mobile 5/3 app. The amount was on $2500, and my signature was forged. On August 30th, I noticed two ***** transactions, sent from my phone number, amounting to $2,000, which I reported almost immediately. I asked Fifth Third to stop my account, dispute the charges, and figure out the issue. The two ***** payments were completed, and when the noticed fraud check was returned, it left my account at a negative balance of over $1,600. After almost two months of constant investigation, my plea was denied, due to the fact that a "one time pin code" was sent to my phone, warning two ***** payments were going out to an unknown email. I was part of a data breach at ****** Co in July 2021, which may have resulted in my phone number and personal information being hacked. Realizing this, I sent all proof of documents through their email, which proves that my phone may have been hacked and my information has been definitely exposed. I bought a new phone, changed my passwords, and await for an answer. I am a college student, have scholarship funds I placed in my checking account for school (which were stolen), and have been a loyal customer. I just want my stolen money back, and make the situation go back to its normal self. I am now limited to paying school fees due to the fact that money was taken out unwillingly, and Fifth Third is not resolving the issue.

  

  Business response

  11/09/2021

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

   

  ******** *****
  **** ********* *****
  ******** ** *****
  
  
  Date: November 9, 2021
  Account: *********
  
  
  Regarding Your Checking Account
  
  
  Dear ******** *****:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau regarding your
  checking account. We appreciate the time you have taken to document your thoughts and
  concerns regarding this matter.
  
  On behalf of the Bank, please accept my sincere apologies for any inconvenience 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 Dispute Resolution Department opened case ************ on November 5, 2021, to
  research the $2,500.00 deposit you have indicated as unauthorized. Please allow up to forty-
  five (45) days for resolution of this dispute case. Regarding the previously disputed *****
  transactions, dispute case ************ was re-opened on October 22, 2021, to further
  review your claims of fraud. Please allow up to thirty (30) days for resolution of this dispute
  case.
  
  Please note, the Dispute Resolution Department will respond to you in writing regarding the
  case resolution. To check the status of your case, please contact our Dispute Resolution
  Department at ###-###-####, Monday through Friday, 7 a.m. to 8 p.m., and Saturday, 8:30 a.m.
  to 5 p.m., ET.
  
  You requested a hold be placed on your checking account ending in **** on August 31, 2021.
  To access the current available funds of $364.77, please visit your local Fifth Third Banking
  Center. Please be assured that if research determines the transactions in question were
  fraudulent, the funds will be returned to your account and you will receive a refund for any
  related overdraft fees.
  
  Thank you for your patience while we researched this matter for you. If I could be of further
  assistance to you, please call me at ###-###-#### or toll free at ###-###-####, Monday through
  Friday, 8 a.m. to 5 p.m., ET.
  
  
  Sincerely,
  
  
  
  Susan T.
  Office of the President
  
  Pc: Better Business Bureau

• Initial Complaint

  10/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Unfortunatley my mortgage since I purchased my home last year has been with Fifth Third Bank. When I purchased my home my annual property tax amount was $7800 and my monthly mortgage payment including property taxes was $3,200. We had issues in the beginning with Fifth Third making our property tax payment to the township, then they were paying the wrong township, and then charging us the incorrect amount (mortgage went up to $3500). After a few months we got that straightened out, they issued us a refund, and put our payment back to $3200. it went back down to $3,200 for one month then right back to $3500. Come to find out our property taxes did increase from $7800 to $10700. So that's a difference of $2900 a year and $241.66 monthly so our correct payment should be $3500. Well it was $3500 for two months and they have now raised it again to $4100 and are refusing to change it back to what it should be. That's an extra $600 a month, $7200 annually with no explanation as to where the money is going. They are robbing us and not willing to assist us. We provided them proof that our annual tax amount is $10,700. Please help us get this straightened out. Please contact me by email at ************* or ###-###-#### and I can provide you whatever you need. This company is absolutely terrible. I am attaching the tax information that I received directly from the township and statements from Fifth Third Bank

  

  Business response

  11/10/2021

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

   

  5050 Kingsley Drive
  MD 1MOCOP
  Cincinnati OH 45263
  
  
  **** * ******* 
  *** ********** ****  
  ******** ** *****
  Date:     November 10, 2021
  Account:                *********
  
  
  Regarding Your Mortgage Loan Account
  
  
  Dear **** * *******:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau regarding your mortgage loan escrow account. We appreciate the time you have taken to document your thoughts and concerns regarding this matter.
  
  On behalf of the Bank, please accept my sincere apologies for the difficulties you have experienced with your mortgage loan escrow account. 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 concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to our customers’ satisfaction.
  
  We have reviewed your mortgage loan ending in ****. As we discussed, on November 5, 2021, the Bank re-analyzed the mortgage loan escrow account. Enclosed, please find a copy of the most recent escrow statement dated November 5, 2021, which details how we calculated your new monthly escrow amount.
  
  We were able to verify the tax amounts due to ********* Township. The tax website currently shows the February 1, 2022, installment is billed and due in the amount of $2,682.52. Tax lines have been updated with this new information. It should be noted, New Jersey bills taxes quarterly, but the amounts are not divided evenly; therefore, we base the projected amounts on what is reflecting on the Township website at the time the analysis is done. 
  
  Your updated escrow analysis has identified a negative shortage in the amount of ($3,006.59). Under Option One (1), you may choose to pay the shortage over twelve (12) months, making your new monthly mortgage payment $3,836.51, starting December 1, 2021. Alternatively, Option Two (2) allows you to pay the shortage in full, making your new monthly mortgage payment $3,585.97, starting December 1, 2021.
  
  Should you wish to pay the shortage, you may submit a one-time payment to Fifth Third Bank in the amount of $3,006.59. After you submit your payment, please contact our Customer Service Department at ###-###-####, Monday through Friday, 7 a.m. to 8 p.m., and Saturday, 8:30 a.m. to 5 p.m., ET. A representative will be happy to ensure that your payment is applied to your escrow account. If you choose to pay off the shortage, after your payment posts, your monthly mortgage payment will change to a monthly amount of $3,585.97 (changing your mortgage payments to Option Two (2) as described on your statement), given that you are not past due on your mortgage loan. With your escrow shortage payment, please include your full name, full mortgage account number, signature, and a brief request to have the payment applied to your escrow account. Escrow payments can be made online at 53.com, or by postal mail to the following address:
  
  Fifth Third Bank
  5001 Kingsley Drive
  MD 1MOBAH
  Cincinnati, OH 45263
  
  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, 
  
  Tiffany P.
  Office of the President
  
  PC: Better Business Bureau
  
  Enclosure: Annual Escrow Analysis Dated November 5, 2021  

• Initial Complaint

  10/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a payment due for a car loan with fifth-third bank on the fifth of every month. I have a 15 day grace period, so until the 20th my payment is not considered late. Starting on the fifth, if I haven't made the payment, they will call me. They call me at least twice a day, in the morning, in the afternoon, and sometimes in the evening (sometimes as late as 9pm). This goes on every day of the week (even Sundays). I do think a check up call is warranted to ensure my payment is not late. I do not agree that calling me at a minimum of three times a day starting on the fifth is okay. Additionally, many of these calls are just hang-ups. I answer the phone, and fifth-third just hangs up on me. I know it is them calling because they use the same number every time, and the hang-ups are from the same number (###-###-####). This feels like harassment, and I have missed sometimes important calls because of their calls coming in. Some months, they'll call me at least five times a day until I make the payment. You can see in the accompanying screenshot of my call log that they called me twice on a Saturday, twice on a Sunday, and four times on a Monday. All of the calls on Monday were hang-ups. I would attach call logs from additional months but my phone doesn't save my call log back that far. My payment was not late (in my grace period) and I work very long hours that make it impossible sometimes to get the payment made exactly on the fifth. I have repeatedly asked them to stop calling me so often, that the payment will be made, and that it only affects me. I have ALWAYS made my payments. They have no reason to believe I would defer on my loan. I have paid it faithfully since July 2018.

  

  Business response

  11/02/2021

  ***** *******
  **** **** ******
  *** ******* ** *****
  
  
  Date: November 2, 2021
  Account: *********
  
  
  Regarding Your Installment Loan Account
  
  
  Dear ***** *******:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau regarding your installment
  loan. We appreciate the time you have taken to document your thoughts and concerns regarding this
  matter.
  
  On behalf of the Bank, please accept my sincere apologies for the level of service you received from our
  Collections Department. Please be assured Fifth Third Bank takes these matters seriously, and we have
  thoroughly researched your concerns. 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.
  
  Thank you for taking the time to speak with me regarding your concerns. We understand your concerns
  about the collection calls you received. They are certainly not intended to cause you any hardship or
  frustration. As discussed, phone calls from our Collections Department can begin the day after the due
  date if a payment is not satisfied. They are a failsafe Fifth Third Bank has put in place to make our
  customers aware of past due payments in an effort to help them avoid late charges and negative credit
  bureau reporting. A payment is considered late if not received in full by the due date; however, as long as
  the payment is satisfied before the end of the grace person a late fee will not be assessed.
  
  Per our conversation, your address on file has been updated to the address listed above. During our
  discussion I also processed your request for a due date change. Please accept this letter as confirmation
  that the payment due day has been successfully changed to the fifteenth (15th) day of the month. Your
  loan is current at this time, and the next payment of $258.78 is due on November 15, 2021. Your grace
  period remains ten (10) days.
  
  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, 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.
  
  You also inquired on updating your name on the installment loan account. As discussed, we will need
  documentation supporting your name change to be provided to us. Documentation can include your
  marriage certificate, a driver’s license with the updated name, or a Federally issued document, such as a
  passport or social security card, with the updated name. That documentation can be mailed to me at the
  following address:
  
  Fifth Third Bank
  Office of the President
  Attention: Susan T.
  5050 Kingsley Drive
  Mail Drop: 1MOCOP
  Cincinnati, OH 45263
  
  Alternatively, you can fax this information to my attention directly at ###-###-####.
  
  Please note that this will only update your name on your installment loan account. If you would like to
  have your name updated on the title, you will need to contact your local DMV to verify your state’s title
  and registration requirements. If the DMV requires the original paper title in order to update the title and
  registration, they must email, mail, or fax this request to the Bank. A written request must be on official
  DMV letterhead, and an email must come from an official DMV business account. Please note that the
  DMV must confirm the physical address the original paper title should be mailed to in order for
  appropriate processing to occur. The request can be submitted to the following address:
  
  Fifth Third Bank
  Attn: Title Maintenance
  MD: 1MOB1S
  5001 Kingsley Dr.
  Cincinnati, OH 45227
  
  The request can also be emailed to [email protected], or faxed to ###-###-####, attention Title
  Maintenance. Processing time for this request can take up to thirty (30) days, with processing time
  varying by state and circumstance.
  
  Thank you for your patience while we researched this matter for you. If I could be of further assistance to
  you, please call me at ###-###-#### or toll free at ###-###-####, Monday through Friday, 8 a.m. to 5
  p.m., ET.
  
  
  Sincerely,
  
  
  Susan T.
  Office of the President
  
  Pc: Better Business Bureau

  Customer response

  11/02/2021

  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.

  While the business acknowledged that their automated system was looked at, they didn't actually say anything about if it was acting properly. During my phone conversation with 5/3, they assured me they were going to look into their automated system to see if it should be acting like that (i.e. calling me up to five times a day, calling me and immediately hanging up, calling me late on Sundays). Their response didn't mention that behavior at all. It just said that the automated system is there as a "fail-safe", whatever that means for them. 

  It does not feel like they made any changes to their automatic system, they just changed my due date for my loan payments and hoped that would satisfy me. That was never the problem.

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

  

  Business response

  11/05/2021

  Please find attached the letter we mailed to the customer (text of letter below).

   

  ***** *******
  **** **** ******
  *** ******* ** *****
  
  
  Date: November 5, 2021
  Account: *********
  
  
  Regarding Your Installment Loan Account
  
  
  Dear ***** *******:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau regarding your installment loan. We
  appreciate the time you have taken to document your thoughts and concerns regarding this matter.
  
  On behalf of the Bank, please accept my sincere apologies for the level of service you received from our Collections
  Department. Please be assured Fifth Third Bank takes these matters seriously, and we have thoroughly researched your
  concerns. 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.
  
  Thank you for taking the time to speak with me regarding your concerns. We understand your concerns about the
  collection calls you received. Please be assured these calls are not intended to cause you any hardship. We have
  confirmed that our Collections Department will attempt to reach a customer regarding a delinquency multiple times a day
  in an effort to alert them of the status of the account to avoid potential fees and late reporting. As discussed, phone calls
  from our Collections Department can begin the day after the due date if a payment is not satisfied. The Bank’s guidelines
  for contacting our customers allow for telephone calls seven (7) days a week from 8 a.m. until 9 p.m., ET, including
  holidays.
  
  Thank you for your patience while we researched this matter for you. If I could be of further assistance to you, please call
  me at ###-###-#### or toll free at ###-###-####, Monday through Friday, 8 a.m. to 5 p.m., ET.
  
  
  Sincerely,
  
  
  
  Susan T.
  Office of the President
  
  Pc: Better Business Bureau

  Customer response

  11/05/2021

  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 find these business practices to be reprehensible. Allowing their collections department to call their patrons MULTIPLE times a day, up to 9pm, on holidays before a payment is even late is just unbelievable. I still think that should constitute as harassment, since my payments have been made every month. I fully intend to refinance my auto loan with a different bank just to escape the barrage of calls that apparently fifth-third not only allows, but is in full support of. Additionally, the most recent response made no mention of their "hang-ups". This is where they call me five times a day, and as soon as I pick they hang up on me. I am just in awe of this being an acceptable business practice. When I spoke with Miss Susan on the phone, she said they could not find any evidence of this NOT being how the phone system was supposed to behave. She said that I must be picking up on the last ring, and that's why they are hanging up on me. Well, I know for a fact thats not correct. I can pick up their calls on the first, second, third or fourth ring and fifth-third immediately hangs up on me. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  10/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  At the beginning of September I was targeted by a scam artist claiming to represent ******. I was having trouble with my new ****** ***** account and in order to fix the problem the customer service agent I spoke to had me download an app to my phone. A few days later my bank account was emptied out and my three credit cards were all charged multiple different charges I did not make. All three credit card companies filed claims and they’ve all since been resolved and the charges were all reversed. I also reported this problem to 53 bank. Originally they credited my account pending their investigation and then about a week later they reversed the credit and closed the case. I once again called them to reopen the case because I did not make these transactions. I was told they would have a decision by October 15th which was a little over a month after I first opened the case. I called multiple times never getting a confirmed answer until this past Thursday. This time (unlike before) the woman I spoke with was extremely rude and told me that customers need to take responsibility for getting scammed. I then went into my local bank branch to show them proof from my credit card statements that I went through this process with all of them and they all determined that I had not made those charges. I don’t know what to do at this point other than file this dispute here. I’m 67 years old and we live off of social security. My daughter is helping me with this stuff now because I’m not the most computer savvy. Please help me!

  

  Business response

  11/16/2021

  ****** ******
  *** ******** ******
  **** ** *****
  
  
  Date: November 16, 2021
  Account: *********
  
  
  Regarding Your Checking Account
  
  
  Dear ****** ******:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau regarding
  your checking account. We appreciate the time you have taken to document your
  thoughts and concerns regarding this matter.
  
  On behalf of the Bank, please accept my sincere apologies for any inconvenience 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.
  
  It appears you were a victim of a scam, and your personal information was provided to
  someone you trusted. As the owner of the account, you were in the best position to
  determine if you were partaking in a scam. As the Bank is not in a position to make all
  customers whole in situations where personal information is provided from the customer
  to the scammer, dispute case ************ has been denied. Enclosed is a copy of
  the case resolution letter that was mailed to you on October 20, 2021, for your records
  and review.
  
  The Bank considers this to be a civil matter. I have provided the information that the
  Bank has regarding the ***** transactions in question, as it may be useful if you choose
  to move forward with a police report or engage an attorney.
  
  Create Date 9/3/2021 9/3/2021 9/4/2021
  Recipient ****** **** *********** ***** ****** ******
  Name
  Recipient ************************** ***************** *****************
  Token
  Amount $490.00 $490.00 $890.00
  Recipient *** *** ***
  Bank
  Reference***-***-************* *********
  Number
  Payment ID ************ ************ ************
  
  Thank you for your patience while we researched this matter for you. If I could be of
  further assistance to you, please call me at ###-###-#### or toll free at ###-###-####,
  Monday through Friday, 8 a.m. to 5 p.m., ET.
  
  
  Sincerely,
  
  
  
  Susan T.
  Office of the President
  
  Enclosure: Dispute Letter
  
  Pc: Better Business Bureau
  

  
  

• Initial Complaint

  10/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  If the Bank knew of this already how could they accept a check by me endorsing it I thought this was a Job / Survey! I’m Under Mental Health disability’s, why didn’t they Bank acknowledge the Check before disbursing the Money? I never knew this was a SCAM plus I’m not allowed ?? over $2000 in the bank my SSI check was Direct Deposit

  

  Business response

  10/27/2021

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

   

  ******** *******
  **** * ********** ******
  ******* ** *****
  
  
  Date: October 27, 2021
  Account: *********
  
  
  Regarding Your Checking Account
  
  
  Dear ******** *******:
  
  
  We received a copy of the complaint you recently filed with the Better Business Bureau (BBB)
  concerning your checking account. You are a valued customer and I appreciate the opportunity
  to assist you.
  
  Our records indicate that you deposited a check in the amount of $1,870.00 to your checking
  account on September 29, 2021. This check was later returned un-paid from the issuing bank,
  New First National Bank, as they determined it was altered or fictitious. I have enclosed a copy
  of this returned deposit item for your records and review.
  
  Funds from a check deposit made in person at a Fifth Third Banking Center, such as the check
  in question, will be made available to you on the first business day after the day we receive your
  deposit. Although longer delays may apply in certain circumstances, that was not the case with
  this deposit, as the Bank was not notified that there was a problem with the check until the item
  was returned to us on October 4, 2021. At that time, the funds were debited from your account.
  
  The attached Deposit Account Rules and Regulations indicates that all Items accepted for
  deposit are credited to your account subject to final payment and receipt of proceeds by us. This
  means that until the Bank has actually received the funds, that an item can be returned and
  charged back to your account even if this causes your account to become overdrawn. Since the
  Bank never received the funds form the issuing bank for the check, we had to remove the funds
  credited to your account. We regret any misunderstanding that may have occurred.
  

  Thank you for your patience while we researched this matter for you. If I could be of further
  assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday
  through Friday, 8 a.m. to 5 p.m., ET.
  
  
  Sincerely,
  
  
  
  Susan T.
  Office of the President
  
  Pc: Better Business Bureau
  
  Enclosure: Deposit Account Rules and Regulations; Copy of Check
  
  

• Initial Complaint

  10/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a car in February and it was financed with Fifth Third Bank. Around the last week in September, I refinanced the car with my bank ****. Fifth Third Bank was sent the pay-off check and all the paper to go with the pay-off. On October 5, 2021, Fifth Third Bank drafted a payment in the amount of $477.91 from my bank account. I called them about it and I was told that they would mail me my money back in 10 business days. Of course, I did not like this and asked if they could just put my money back in my account as they took it out. I was told that they had to mail me a check. So I went along with it. After 12 business days, I called them back because had not received my check and then I was told that they reviewed it in 10 days, and they had not yet mailed me my check. They have sent me the cancellation letter, loan history, and even the car title but no money. I even received the Gap insurance refund check and they told me I would get it in 3 weeks. But Fifth Third Bank has not sent me my money that they drafted in error,

  

  Business response

  10/27/2021

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

   

  
  
  ******* *****  
  *** *** ***** ****** 
  ****** ** *****  
  Date:        October 26, 2021
  Account:                *********
  
  
  Regarding Your Installment Loan Account
  
  
  Dear ******* *****:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau regarding your installment loan account. We appreciate the time you have taken to document your thoughts and concerns regarding this matter.
  
  On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused you. Please be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the Bank. I also want you to know that customer concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to our customers’ satisfaction.
  
  We have reviewed your installment loan ending in ****. We understand a payment was drafted from your external account on October 5, 2021, and have reviewed your concerns associated with the process to be refunded for this transaction. This payment posted one (1) day prior to receiving your final payoff. If an overpayment is received on an installment loan, the overpayment refund is issued within ten (10) business days following receipt of the final payment. Please note that a business day is defined as Monday through Friday, excluding Federal Holidays. On October 20, 2021, an overpayment refund in the amount of $493.08 was sent to you via a check. Please allow twenty (20) business days to receive this check via standard postal mail. If you do not receive your check after twenty (20) business days, please contact me directly at the telephone number provided below. I would be happy to have a stop payment placed on the check, and a new check will be sent to you.
  
  We strive to provide professional and accurate service to our customers, and I apologize for any inconvenience this matter may have caused you. If I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-#### Monday through Friday, 8 a.m. to 5 p.m., ET.
  
  
  Sincerely, 
  
  Tiffany P.
  Office of the President
  
  
  Pc: Better Business Bureau
  

  
  

• Initial Complaint

  10/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  FifthThird ********** wrongfully charged my ********** Credit Card ending in…**** in the amount of $94.90 with interest charges of $4.55 through October 15th An attached file “Sequence of Events” provides details, and copies of relevant documents (“Docn”) are attached and are done to follow Small Claims Court requirements. Please note that In Event 5 FifthThird advised about suspicious activity and promptly received my affirmation that the activities were indeed fraudulent; and the Company acted accordingly, with a proviso to investigate. In Events 9 & 10 FifthThird concludes an inadequate and faulty investigation accepting mal fide documents with, inter alia, obvious errors such as: 1) No proof of delivery of a second shipment, for a second invoice charged 10 days after start of free trial Document D7 is clearly marked “Do not ship.” 2) Free Trial was for “**** ****,” the second invoice shows **** ****, but D12 shows the amount that 5/3 accepted as the correct charge is for “***** ***** ******* capsules.” FifthThird has not disclosed what attracted their suspicion in Event 5 (confirmed by my response) but over-ruled my objections; and apparently neglected to do an Internet search. Such a search would have confirmed upwards of a 100 BBB cases against the same fraudsters, with no response from **** ***********. The FifthThird suggestion to pursue a claim against the fraudsters is worthy of ridicule. Through its actions FifthThird continues to incentivize scammers, profits from commissions on deceitful proceeds to them, while neglecting the fiduciary duties for which card members pay annual charges. As a results, customers (like myself) are forced into either accepting these highly questionable actions and paying the bogus credit card charges or having their credit records damaged.

  

  Business response

  11/02/2021

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

  5050 Kingsley Drive
  MD 1MOCOP
  Cincinnati OH 45263
  
  
  ******** * *******  
  **** ******** **** *** *
  ********* ** *****  
  Date:      November 2, 2021
  Account:               *********
  
  
  Regarding Your Recent Dispute
  
  
  Dear ******** * *******:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau regarding your recent dispute. We appreciate the time you have taken to document your thoughts and concerns regarding this matter.
  
  On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused you. Please be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the Bank. I also want you to know that customer concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to our customers’ satisfaction.
  
  You contacted the Bank on June 6, 2021, to dispute a credit card transaction totaling $94.90. A temporary credit was issued to your credit card account on this same day, for your use during the investigation.
  
  All banks have to follow dispute rules set out by **********, in addition to Federal regulations. For this type of credit card dispute, Fifth Third Bank makes every effort to assist our cardholders by contacting the merchants directly. The merchant responded to the dispute with information confirming that the transaction was valid; therefore, the dispute was denied on August 4, 2021, and credit totaling $94.90 was removed from the credit card account. A copy of the dispute notice and the merchant’s response is enclosed.
  
  You asked to reassert, or re-open, the Dispute Case. After a thorough review, the case remains denied since no new information has been received showing the transaction was not valid. If you would like to pursue this matter further, you will need to work with the merchant directly. If you have further questions, our Dispute Resolution Department can be reached at ###-###-####, Monday through Friday, 7 a.m. to 8 p.m., and Saturday 8:30 a.m. to 5 p.m., ET.
  
  You mentioned the interest charges on the credit card account, totaling $4.55. Please note, to avoid an interest charge, you must have a $0 balance from the prior month. If a balance is carried over to the next statement, interest will be charged based on the statement balance. We cannot accommodate your request to waive interest charges, in cases where no bank error occurred.
  
  Additionally, after reviewing the credit reporting information for the card ending in ****, we determined that the information provided to the credit reporting agencies is correct. Your card has not been reported delinquent with the credit reporting agencies. As of today, the credit card is current with the next payment showing due on November 11, 2021. I am able to confirm receipt of your $39.99 payment on October 18, 2021. 
  
  If you would like to contact the credit reporting agencies directly, their contact information can be found below:
  
  *******        ###-###-####
  ********        ###-###-####
  **********      ###-###-####
  *******           ###-###-####
  
  We strive to provide professional and accurate service to our customers, and I apologize for any inconvenience this matter may have caused you. If I could be of further assistance to you, please contact me directly at ###-###-#### or toll free at ###-###-#### Monday through Friday, 8 a.m. to 5 p.m., ET.
  
  
  Sincerely, 
  
  Tiffany P.
  Office of the President
  
  PC: Better Business Bureau
  
  Enclosure: Dispute Case Documents 

   

  Customer response

  11/08/2021

  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 Fifth Third Response dated November 2, 2021, is unacceptable:

  a)       It repeats the claim about careful Fifth Third investigations, yet the response includes obvious and important errors. In the 3^rd paragraph it erroneously states that I started the chain of events by contacting Fifth Third Bank on Sunday June 6^th to dispute a credit card transaction.  Not true about date or assertion.  Refer Events 5 and 6 and attached Document D3, which is an email from Fifth Third Bank at 9:36 pm on Friday evening, asking me to call Fifth Third Bank re suspicious activities on my credit card account.  I denied the Kappano charge on Monday 6/7/21 and accepted the other two charges in D3. 

  b)      Since Fifth Third subsequently reinstated the denied charge, the onus is on Fifth Third to show that it did so legally.  I have done my best (see documents D5 – D13 and corresponding events) to show all the errors and false merchant claims which Fifth Third accepted; and re-documented events in this Better Business Case. 

  c)       A thorough investigation by Fifth Third should have revealed the “F” rating of the BBB on the merchant and the numerous unanswered complaints against the merchant.   This failure, linked with the preceding paragraph conduct, is why scammers can rely on certain banks (in this case Fifth Third) to illegally profit.

  
  Unfortunately, yet another superficial, misleading reaction with a self-serving denial from Fifth Third and to the injury of myself and others who rely on credit card companies to fulfill the fiduciary roles for which cardholders pay them.

  I am asking Fifth Third once more to have a legal expert revisit their so-called proof of shipments and charges and my denials and documents provided.  The expert should be familiar with ***** ******** commercial law requirements on placement of orders, invoices, and proof of delivery.   The expert should also be aware of the commissions earned by Credit Card companies on payments to merchants; and the fiduciary duties of credit card companies; particularly when there are numerous, verifiable, unanswered complaints against a merchant.

  The correct response from Fifth Third will obviate my need to seek restitution in court; as well as my public duty to warning the public about the role of credit card companies in promoting scams.

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

  

  Business response

  11/22/2021

  5050 Kingsley Drive
  MD 1MOCOP
  Cincinnati OH 45263
  
  
  ******** * *******  
  **** ******** **** *** *
  ********* ** *****  
  Date:        November 19, 2021
  Account:                   *********
  
  
  Regarding Your Recent Dispute
  
  
  Dear ******** * *******:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau regarding your recent dispute. 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 responses conveyed to you in our previous letter sent to the above address on November 2, 2021. Our position on these matters has not changed. 
  
  We have confirmed that the Bank followed proper procedures and guidelines concerning your dispute. Therefore, we are not willing to overturn the denial. If you would like to pursue this matter further, you will need to work with the merchant directly.
  
  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, 
  
  Tiffany P. 
  Office of the President
  
  PC: Better Business Bureau
  

  
  

  Customer response

  11/23/2021

  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.
  
  Regards,
  
  ******** *******

  Complaint ID #******** 

   Attention: ** **** ***** 
  
  
  Dear ** *****,
  
  After my rejection of the Fifth Third initial response, I had voice mail from Fifth Third on 11/8/21 at 2:39 pm.  The message acknowledged my rejection and assured me that the matter would again be investigated.  Since I have not had any communication through the BBB, it appears premature for the case to be closed.
  
  Fifth Third did the disputed charge to my account illegally, and, should the case be closed now, I would be forced to sue for my damages in civil court, report the  fraud to the State Attorney general; and make use of social media to alert the general public about how well-known banks make scams possible and share in the bounty with the fraudsters. 
  
  I have been a Fifth Third Customer for a long time with savings and checking accounts; and would therefore prefer to be advised that the additional Fifth Third research confirms my statements.
  
  Thank you.

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

   

   

   

   

   

  

  Business response

  12/06/2021

  5050 Kingsley Drive
  MD 1MOCOP
  Cincinnati OH 45263
  
  
  ******** * *******  
  **** ******** **** *** *
  ********* ** *****  
  Date:        December 6, 2021
  Account:                   *********
  
  
  Regarding Your Recent Dispute
  
  
  Dear ******** * *******:
  
  
  We received a copy of the complaint you filed with the Better Business Bureau on November 24, 2021, concerning the denial of your disputed transaction. 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. However, we stand by the responses conveyed in our previous letter sent to the address above dated November 19, 2021. I have enclosed a copy of the letter for your convenience. 
  
  Thank you for your patience while we conducted our research. You are a valued customer, and we look forward to serving your financial needs in the future. If I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 5 p.m., ET.
  
  
  Sincerely, 
  
  Tiffany P. 
  Office of the President
  
  PC: Better Business Bureau
  
  Enclosure: Previous Response Letter Dated November 19, 2021 
  

  
  

  Customer response

  12/12/2021

  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.

  
  
  After more than six months of back and forth, Fifth Third Bank is now suggesting that I pursue this matter further with the merchant, which is ***************.   By this time Fifth Third Bank certainly should know that this specific merchant has a “F” rating with the Better Business Bureaus because of hundreds of unanswered claims against them for precisely the same issue, namely bogus second charges once the merchant has access to a credit card number.  The merchant also knows that it is unnecessary to respond to BBB inquiries because the merchant has the practical support from certain banks (in this case Fifth Third Bank) to continue scam operations to the mutual benefit of merchant and bank; and at the expense of the blank clientele.  
  
  Corporate law requires officers to sign off on binding documents. Responses from the bank to the BBB use “Office of the President,” which imply the binding approval of Greg D. C..  
  
  You have my permission to post this letter since it is important that the public be made aware of banks actively assisting scammers. 
  
   I will also follow BBB recommendation and report my problems with Mr. C.'s Bank to controlling authorities: 
   
  The ***** ******** ***** ******** ******* and  
  The ******** ********* ********** ****** 
  
  Sincerely, 
  ******** ******* 
  
  

   

   

   

   

   

   

   

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

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Predatory Lending Practices. The bank refuses to give me a standard 10 day payoff that other banks require to refinance the loan. They have exceptional hold times (was on the phone for over an hour) and they refuse to email information to you, all designed to maximize their profit at the abuse of their customer. I just want to refinance my vehicle with a bank I can trust that will give me a reasonable interest rate and they have made this stupidly hard.

  

  Business response

  11/01/2021

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

   

  ****** ******
  **** ***** ***** **
  ******* ** *****
  
  
  Date: November 1, 2021
  Account: *********
  
  
  Regarding Your Installment Loan Account
  
  
  Dear ****** ******:
  
  
  We received copies of the complaints you filed with the Better Business Bureau (BBB) and
  ********** ***** ******** ******* regarding your installment loan account. We appreciate the
  time you have taken to document your thoughts and concerns regarding this matter.
  
  On behalf of the Bank, please accept my sincere apologies for any inconvenience 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.
  
  Thank you for taking the time to speak with me about your concerns regarding your installment
  loan payoff. As discussed, a one (1) day payoff is calculated for the day the payoff request is
  received. A per diem, or daily interest amount, is also provided with the payoff balance so that
  additional days of interest may be calculated to allow for mailing or payment processing time.
  Although a ten (10) payoff balance is not specifically provided, you can calculate that balance by
  multiplying the per diem by ten (10) and adding it to the payoff balance provided. I have
  included a payoff letter dated October 27, 2021, for your records and review.
  
  Regarding your concerns with the length of time you were on hold to speak with a Customer
  Service Representative, when our call volumes are higher than expected it can lead to longer
  than expected wait times. 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.
  
  
  As we discussed, if you need to obtain another payoff quote for this loan you may do so via our
  automated system without the wait time to speak with a representative. To do this, please call
  ###-###-####. You will need your full installment loan number, and the last four (4) digits of
  your social security number. When prompted, press two (2) for a payoff. You will then be
  provided with the payoff balance as of that day, and the daily interest amount to calculate for
  additional days. Other than receiving a verbal payoff quote, the payoff can only be mailed or
  faxed. A payoff will not be provided via email.
  
  Thank you for your patience while we researched this matter for you. If I could be of further
  assistance to you, please call me at ###-###-#### or toll free at ###-###-####, Monday through
  Friday, 8 a.m. to 5 p.m., ET.
  
  
  Sincerely,
  
  
  
  Susan T.
  Office of the President
  
  
  Enclosure: Payoff Letter
  
  
  Pc: Better Business Bureau; ********** ***** ******** *******
  
  

  Customer response

  11/01/2021

  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.
  
  My bank attempted to contact 5th 3rd with numbers I was given in response to this complaint.  They told me that 5th 3rd Bank rude and unprofessional and refused to release the necessary information to refinance the loan.  Because of this I am forced to payoff the loan in full in order to (hopefully) get out from under these insane conditions.

  
  

  Nothing that I have been shown has given me any reason to consider 5th 3rd bank anything but a predatory lender.  My complaints with the BBB and AG stand, the actions of 5th 3rd are unreasonable and designed to make the customer suffer.
  
  Let it be known to anyone reading this response.  It required a BBB complaint just to get a phone number my bank could contact without being put on hold for an hour.  And even with that number and assurances that I would be able to refinance as long as the bank called they were still rude and refused to provide the necessary information for my bank to complete the transaction.
  
  Regards,
  ***
  

*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. ↩