ComplaintsforFifth Third Bank

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Initial Complaint
09/05/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This bank has botched my dispute with ****** regarding a return. At first, they did not properly log the dispute as I did not receive a provisional credit. I submitted supporting documents but they were not logged into my claim. I have attached screenshots of the cost of the item I ordered and an email confirming I returned it. The dispute number is ***********
Business response
10/06/2021
Please find final response to *** ******** ****** attached (text of letter below, enclosures mailed directly to customer). Thank you.
********* ******
**** ********** ****
********** ** *****

Date: October 6, 2021
Account: ********

Regarding Your Checking Account

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

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

We have completed a review of your account ending in ****. Our records indicate that our Dispute Resolution
Department opened case number ******** in order to review the June 10, 2021, purchase that was made using
your debit card ending in 8303. Please note that when a dispute is initiated, the Bank will issue a temporary
credit to the account for the amount of the disputed activity within ten (10) business days, unless the claim is
denied within that timeframe. A letter was mailed to you on June 29, 2021, explaining that a partial credit of
$15.04 was issued to you, but additional research for the remaining disputed activity of $82.82 was still being
investigated by our Disputes Department.

I have confirmed that that our Dispute Resolution Department has completed their investigation and a final credit
of $88.82 was issued to your checking account ending in **** on September 17, 2021. I have enclosed a copy
of the letter for your convenience along with your statement dated August 24, 2021 to September 23, 2021,
reflecting the credit. If after reviewing the documentation you have additional questions, please contact our
Dispute Resolution Department directly, they can be reached toll-free at ###-###-####, Monday through Friday,
7 a.m. to 8 p.m.; and Saturday, 8:30 a.m. to 5 p.m., ET.

We appreciate your patience while we researched this matter and apologize for any inconvenience this may
have caused you. If you have further questions, please contact us at ###-###-####, Monday through Friday, 7
a.m. to 8 p.m.; Saturday, 8:30 a.m. to 5 p.m., ET

Sincerely,

Adriana P.
Office of the President

Pc: Better Business Bureau

Enclosure: Resolution Letter, Statement
Initial Complaint
09/04/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am a current Fifth Third banking customer and trying to use *****. For some reason, it says there is a $0 limit for *****. This is adversely impacting my banking experience where I may choose to bank elsewhere. Other banks don't have these types of ***** problems. That said, I am requesting your help to make ***** work on my account.
Business response
10/21/2021
*** ******
**** ** ****** ** *** ***
*********** ** *****

Date: October 21, 2021
Account: *********

Regarding Your 53 Momentum Checking Account

Dear *** ******:

We received a copy of the complaint filed with the Better Business Bureau concerning ***** pay restrictions
on your Fifth Third Bank 53 Momentum Checking Account. We appreciate the time you have taken to
document your thoughts and concerns.

Attempts were made to contact you at the number we have on file in order to assist with ***** pay, but the
phone calls were unsuccessful. Our records confirm that we need to make adjustments to the online token
set up for ***** pay. The token is currently set with the email address that we have on file, however it needs
to be set up with your mobile phone number in order for the proper security measures to be taken, before
a ***** pay transfer can be completed. Our system requires a onetime passcode to be sent out to the mobile
number we have on file before we can begin issuing transfers. For assistance please contact customer
service at ###-###-####, Monday through Friday, 8 a.m. to 8 p.m., Saturday 8 a.m. to 5 p.m., ET.

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,

Ebony R.
Office of the President

Pc: Better Business Bureau
Initial Complaint
09/03/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On July 17,2020 thru online banking someone-not me, fraudulently had the Fifth Third bank make out a bank check for $4670.00 to a ****** **** ***** ***** *** ***** ****** ** **********. This money was removed from my account. Bank has the endorsed, canceled check of 7/23/2020. I discovered this on 11/13/2020 when I went into a branch in ******* to cash a check. The Fifth Third Bank says there is nothing they can do as it was over 30 days from time of event(7/17/2020. I have appealed to them and disputed charge or withdraw from my account but they will not investigate or refund my money. Fraud #************,Police ************* This account was opened in 1997, checking & has always been funded and periodic cash withdraws from ATM. Also financed a condo though this bank and wife has credit card through them since 1973(47yrs.). My money was stolen from me with help of the bank and should be returned to me. It is insured by FDIC. Banks is telling me its OK to commit fraud after 30 days!!!
Business response
09/23/2021
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: September 23, 2021
Account: *********

Regarding Your Recent Dispute

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

We received a copy of the complaint you filed with the Better Business Bureau concerning your recent dispute. We appreciate the time you have taken to document your thoughts regarding this matter.

We have completed a review of your credit card ending in ****. We received your dispute on November 30, 2020, and case number ************ was opened with our Dispute Resolution Department. Because we received your dispute notification more than sixty (60) days after the transaction first appeared on your statement, your dispute has been denied. We regret any frustration this may cause you. I have enclosed a copy of the letter from our Dispute Resolution Department dated December 9, 2020, for your review.

If you would like to reassert your dispute, you may submit written supporting documentation showing when you last attempted to resolve this dispute with the vendor. This information should also include your case number, which is ************, to ensure that the documentation is linked to the correct case. You may fax this information to ###-###-####, or email it to [email protected]. If you have additional questions regarding your dispute, please contact our Dispute Resolution Department directly at ###-###-####, Monday through Friday, 8 a.m. to 5 p.m., ET.

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

Enclosure: Dispute Letter Dated December 9, 2020
Customer response
10/07/2021
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,

******* *******
The continued denial to review my request by Fifth Third bank Dispute Resolution because it was more than 60 days is not a resolution, it is a lack of caring and concern for protecting my money I entrusted you with. You have the information and ability to track down this fraudulent act and I don't. I am getting the feeling that someone within your banking system is involved or responsible for this. I work hard for my money and I am not just going to let $4670.00 go by. The time this happened was during the Covid-19 pandemic and I was working in healthcare as a First Responder!!! I want to recover my money and it is even insured by FDIC I told by the police. I therefore respectfully request you and your Dispute Department resolve this matter and refund my money.
Sincerely, ******* ** ******* **
10/7/2021
Business response
10/15/2021
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: October 15, 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 that that we have taken time to research the matter and determined that the dispute was denied because the dispute was not filed within the thirty (30) days allowed for a check dispute. I have enclosed a copy of the Deposit Account Rules and Regulations for your records. Please see page six (6), “Statement and Notices” section one (1) that advises that a customer must notify the Bank of any discrepancy with any item within thirty (30) days after your related statement end date. I confirmed that the check in question was cashed on July 17, 2020, the statement end date was August 7, 2020, and a dispute was not filed until November 30, 2020.

Dr. Shannon, we appreciate your patience while we researched this matter. It was certainly not our intention to cause you any hardship and I apologize that we are unable overturn the denial of your dispute. Further correspondence from you about this matter will be reviewed but not necessarily acknowledged unless new information is provided which can be acted upon. We consider this issue closed.

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

Sincerely,

Tiffany P.
Office of the President

Enclosure: Deposit Account Rules and Regulations

PC: Better Business Bureau
Customer response
10/18/2021
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,

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

Same answer as before. I will be escalating this to the ****.
Business response
10/21/2021
Please find attached a copy of the letter being mailed to the customer (text of letter below). Thank you.
******* * ******* **
**** ******* ****
********** ** *****

Date: October 21, 2021
Account: *********

Regarding Your Recent Dispute

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

We have received a copy of your complaint filed with the ******** ********* ********** ****** and the Better
Business Bureau. Please be assured that Fifth Third Bank takes your feedback seriously, and we appreciate
the time you have taken to document your thoughts and concerns regarding this matter.

On behalf of the Bank, please accept my sincere apologies for any inconvenience 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 October 15, 2021, I have enclosed a copy of the letter for your convenience.

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

Sincerely,

Stephanie W.
Office of the President

PC: ******** ********* ********** ******, Better Business Bureau

Enclosure: Previous Correspondence
Initial Complaint
09/02/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have auto draft set up for my car payment. $557 on the 9th of every month. On 4/13/21 I got a notice that my account needed attention. The payment didn’t come out, so I paid manually, then the day after it was processed. So I paid twice in one month. On 8/9 the same problem happened except on 8/12 it showed processed, but by then it was counted as “late”. I spoke with someone on 8/12 and they said they would process it correctly because it showed as a “principal only” payment. I assumed it was fixed after that, until 8/30 I got a letter saying if I didn’t pay $562 that my account would be flagged. Again, I spoke to someone. They asked if my vehicle was declared a total loss..I said no it’s brand new with not a scratch on it. She asked if I had GAP insurance bc the payment was applied as a GAP insurance payment & I said no I do not have that. She said I had to fax a bank statement to their fax showing that $557 came out of my account on 8/9 as proof. Still, nothing is corrected.
Business response
09/16/2021

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: September 16, 2021
Account: *********

Regarding Your Installment Loan

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

We received a copy of the complaint you filed with the Better Business Bureau (BBB) concerning your installment loan.
We appreciate the time you have taken to express your concerns in this matter, and we sympathize with the difficulties
you have experienced.

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 completed our review of your installment loan account. Our records indicate you setup payment through 53.com on
January 26, 2021, to be deducted on March 9, 2021, in the amount of $557.00. Our records indicate the payment in the
amount of $557.00 processed successfully and posted to your account March 9, 2021.

I can confirm we then received an external payment of $557.00 that was applied as a principal only payment on April 13,
2021. We received an additional payment in the amount of $556.69 on April 13, 2021, that was processed via 53.com.
The second payment in the amount of $556.69 from April 13, 2021, posted as your April 2021 payment.

We received additional external payments each in the amount of $557.00 on June 10, 2021, and July 9, 2021. These
payments were applied to your account as your June 2021 and July 2021 payments respectively.

Upon receiving your recent inquiry, I reviewed your loan and have verified your external payment of $557.00 on August
11, 2021, was applied to your principal balance in error, instead of posting as your August 2021 payment. Our records
indicate a payment adjustment was completed by our Installment Loan Department to correct the payment error. On
September 2, 2021, the payment in the amount of $557.00 was correctly allocated towards your August 9, 2021, payment.
Please be assured your account is current and next due for September 9, 2021, in the amount of $556.69. Enclosed is a
copy of your account history for your review and verification of the adjustment.

Additionally, we did confirm your account is currently not reflecting as delinquent with any of the consumer reporting
agencies. Please note an account is not delinquent according to credit reporting standards until the account is thirty (30)
days or more past due.

If you have information that would show the account is reporting delinquent with the consumer reporting agencies, please
forward this information directly to my attention and I would be happy to review this information. The requested
information can be sent to the following address:

Fifth Third Bank
Office of the President
Attn: Tyler J.
5050 Kingsley Drive
Mail Drop: 1MOCOP
Cincinnati OH 45263

Alternatively, this documentation can be faxed to my attention at: ###-###-####.

If you would like to contact the consumer reporting agencies directly about your account, their contact information can be
found below:

• ******* ###-###-####
• ******** ###-###-####
• ********** ###-###-####
• ******* ###-###-####

For your convenience, I have also confirmed that your account currently does not have a payment scheduled through
53.com as of September 10, 2021, for the September 2021 payment. We currently do not have your installment loan
account setup for recurring external payments with your financial institution.

You may make your payments via any of the following options:

• Call our Customer Service Department at ###-###-####, Monday through Friday, 7 a.m. to 8 p.m., ET.
• Utilize 53.com or our mobile app

You may wish to consider using our Auto BillPayer service in the future. Auto BillPayer is a free service that automatically
deducts payments from your non-Fifth Third Bank checking account each month on the due date or any date within the
grace period. This eliminates the need to mail your payments, set them up online, or call the Bank monthly. If you are
interested in obtaining further details, or to sign up for Auto BillPayer, please contact them directly at ###-###-####,
Monday through Friday, 8 a.m. to 5 p.m., ET.

Thank you for your patience while we researched this matter for you. If I could be of further assistance to you, please
contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 5 p.m., ET.

Sincerely,

Tyler J.
Office of the President

Pc: Better Business Bureau (BBB)

Enclosure: Account History
Initial Complaint
09/02/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I asked this bank to close my account, after numerous daily overdraft charges, and numerous returned checks even though the money was in the account, and numerous unexplained fees from the bank. I was told they wouldn't Close my account due to negative balances which was -6.50 at the time, I informed them all they had to do was refund the fraudulent overdraft fees of 37 dollars which made my account balance-6.50 and that would fix it. The employee then told me they couldn't do that and a supervisor would call me. I never got a called and assumed he just closed it. Today that account balance is -407.00$ and I haven't used that account since that day over a month ago. They should should be sued honestly.
Business response
09/10/2021
Please find attached the letter we mailed to the customer (text of letter below). Thank you.
******* *********
**** ****** ***
********** ** *****
Date: September 10, 2021
Account: *********

Regarding Your Checking Account

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

We received a copy of the complaint you filed with the Better Business Bureau concerning your checking
account. We appreciate the time you have taken to document your thoughts regarding this matter.

We have reviewed your checking account ending in **** thoroughly. On July 14, 2021, your balance was
$68.53. Six (6) transactions totaling $79.70 posted on your account and your balance became overdrawn in
the amount of ($11.17) beginning on July 15, 2021. To close the account, it must be brought to a zero (0)
balance. We deeply regret the frustration you have expressed; however, we cannot freeze an account to
prevent further transactions, nor are we able to close an account while the available balance remains in a
negative state. Please note, fourteen (14) notices were mailed to your address above between July 14, 2021,
through September 3, 2021, advising your account balance. Additionally, our records indicate on September 8,
2021, your account was closed and charged off with the Bank in the amount of ($486.80).

I have included the account closure letter for your review. If you have any additional questions about this
closed account, please contact our Customer Service Department at ###-###-####, Monday through Friday, 6
a.m. to 9 p.m., and Saturday, 10 a.m. to 4 p.m., ET.

Thank you for your patience while we researched this matter for you. We truly value your business, and we
look forward to continuing our banking relationship with you. If I could be of further assistance to you, please
contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 5 p.m., ET.

Sincerely,

Tess M.
Office of the President

Pc: Better Business Bureau
Customer response
09/10/2021
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 was told a supervisor, or banking manager would be in contact with me about trying to resolve this issue before you all charged it off. This is an unacceptable response, I'm not going to pay fees because your company feels like charging them to me. Doing these things during a pandemic, Fifth Third should be ashamed. The Federal asked banks not to charge fee's period. Fifth Third didn't care. I propose, Fifth third waves all fees from the -11$ balance on, then Fifth third produces an itemized statement showing how the balance got to -11$. Lastly if its not due to a fee being charged when it wasn't supposed to, ill pay the balance. Fifth third should then write the credit reporting agency and ask them to remove this "charged off" account from my credit. This all could have been avoided if when I contacted the bank at the -11$ balance point someone would have answered my question about how the balance was negative. Instead of referring me to a supervisor.

Regards,

******* *********
Initial Complaint
08/31/2021
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Fifth third had an employee Jeremy H. tell me that he would match interest rates and promised several things to help during my loan application. He was let go and I got another loan officer who then informed me everything he promised wasn’t actually true and she couldn’t do that. He also had me down as working 40 hours a week and I was only working 24 hours a week. I then wanted to withdraw my application because I wasn’t getting what I was promised. I would’ve never filled out the application if I knew none of this to be true. I was also asked after I get my new officer Lexi Davis if Jeremy High had been in contact with me after he left. It seemed he may have been doing things there he was not supposed to. I also reached out to Lindsay B. the manager several times and got ignored all the time. She called me back 1 time way past when I was told she would call and called back as soon as I saw a missed call and no answer. I want my application fee refunded
Business response
10/18/2021
Please find attached a copy of the response sent to the customer on October 8, 2021 (text of letter below, enclosure mailed directly to customer). Thank you.
**** *****
*** ******** ****
**** ***** ** *****
Date: October 8, 2021

Regarding Your Recent Application

Dear **** *****:

We received a copy of the complaint you filed with the Better Business Bureau concerning 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 the difficulties you have experienced during the
application process. It was certainly not our intention to cause you any hardship. Please be assured we have
researched this matter fully, and passed on your concerns to the relevant parties within the Bank. I also want
you to know that customer concerns are reviewed by our senior and executive management teams as part of
our ongoing commitment to our customers’ satisfaction.

I attempted to contact you by phone at the contact number we have on file for you to discuss this matter
further, but my attempts have been unsuccessful.

When applying for a mortgage loan, it is our standard procedure to collect a non-refundable application fee in
order to process the necessary paperwork related to the loan. Our application fee is not an appraisal fee, or a
fee tied to any specific third-party expenses. It is intended to cover anticipated expenses including personnel
time to process and underwrite the loan as well as incurred third-party fees during the loan process. While this
fee is considered non-refundable, it is credited to the borrower to offset closing costs if the loan closes. The
Bank is not able to honor your request to have this fee waived, as there was no bank error.

I have also enclosed a copy of the mortgage loan application which reflects a rate of 3.25%. If you have any
documentation that shows something other than this rate was offered to you, please forward that
documentation to the address below:

Fifth Third Bank
Office of the President
Attn: Tiffany P.
5050 Kingsley Drive
Mail Drop: 1MOCOP
Cincinnati OH 45263

Alternatively, this documentation can be faxed to my attention at: ###-###-####.

We strive to provide professional and accurate service to our customers, and I apologize for any inconvenience
this may have caused you. If I could be of further assistance to you, please 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

Enclosure: Mortgage Loan Application
Initial Complaint
08/31/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In May of this year 5/3 bank started to send me reminders regarding a credit card account which was not mine. The reminder contained the email address of the account holder, to whom the reminder was supposed to be sent. It was not my email address. I went in the bank , They told me they knew the reminder was not for me. They knew I did not have access to that account and I did not use the it. But they failed to sort out the issue. The account holder is my ex-husband. I asked him to sort out the issue with the bank. He, the account holder was told that the account was closed in April ( one month before the bank started harassing me) and he was also told that there was no outstanding balance on that account..2 weeks ago my credit score dropped over 200 points because this account became delinquent. I asked for internal investigation. I asked how long would the investigation take. Answer: they don't know. Should not there be a time limit? Can the bank drag this out for weeks, months?
Business response
09/17/2021
Please find attached a copy of the letter mailed to the customer on 9/17/21 (text of letter below, enclosures mailed directly to customer). Thank you.
******* ********
*** ****** **** *** *
*********** ** *****

Date: September 17, 2021
Account: *********
Account: *********
Account: *********

Regarding Your Credit Card Account

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

Thank you for contacting Fifth Third Bank concerning your credit card account. You are a valued
customer and I appreciate the opportunity to assist you.

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 #************ to investigate your claims that the
credit card ending in **** was opened in your name fraudulently. Our records indicate that the original
credit card account ended in ****, and that the account was opened on October 18, 2006. Research on
this case has been finalized, and we have concluded that the account was opened appropriately. I have
enclosed the case conclusion letter that was mailed to you on September 3, 2021.

We regret any frustration this may cause you; however, we are required to report accurate information
and we cannot accommodate your request to change any prior reporting in cases where no bank error
occurred. If you would like to contact the credit reporting agencies directly, their contact information can
be found below:

• ******* ###-###-####
• ******** ###-###-####
• ********** ###-###-####
• ******* ###-###-####

No errors were found regarding the returned payments on this account. Our records indicate that a phone
payment in the amount of $19,913.29 was scheduled on March 25, 2021, for payment effective on April
15, 2021. This payment was made on the card ending in ****, which was replaced by the current card
ending in **** as of March 29, 2021. This payment posted to the card ending in ****, but was returned
due to non-sufficient funds on April 15, 2021. A phone payment in the amount of $19,848.30 was
scheduled on April 7, 2021, for a payment effective on April 27, 2021. This payment was also returned
un-paid due to non-sufficient funds on April 27, 2021. If you have documentation indicating either of those
payments were successfully posted to the issuing bank account, please provide that information to me so
that further research can be completed. 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 ###-###-####.

This account was closed per your request on September 2, 2021. We have no record of a request to
close the credit card account prior to September 2, 2021. The current balance owed on this account is
$20,020.89, and a minimum payment of $2,190.31 is due by October 5, 2021. That minimum payment
amount includes a past due balance of $1,720.28 that was due by September 5, 2021. Please note that
payments received thirty (30) or more days after the due date will be reported delinquent to the credit
reporting agencies.

Monthly statements for this credit card account are currently being mailed to the following address:

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

Please note that there can only be one (1) mailing address on the account, and that any owner can
change that information at any time. The statements are also available to you online at 53.com. The
statements do indicate the returned payments and the balance due. Since this in a joint account, both
account owners share equal responsibility regarding payments. I have enclosed the statements for the
current card ending in ****, as well as the previous card ending in ****, for your records and review.

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

Enclosures: Dispute Resolution Letter; Account Statements
Customer response
09/17/2021
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.
Here are the reasons/my reply to 5/3bank:

In your reply dated September 3, 2021 and sent to me by mail, you wrote to me, that “the account ending **** was opened appropriately”.

Well, my complaint is not about the circumstances under which the account was opened in October 2006. My complaint is about the circumstances under which this account was reopened in March 2021.

The account was opened on 10/18/2006 appropriately. The owner of the account was ***** ********, I, his spouse was added as user.

A couple of years later due to some breach of security it was closed and replaced with another account.

Later there was another incident, and this account was replaced again, with account x ****.

On February 9,2016 my husband and I went to the bank to divide our accounts because we were going to get divorced. There was no balance on account x**** (replacement for x****) at that point.

After our divorce my ex-husband started to use account x****, but at that point the account was solely his. I have a document to prove this: In February 2018 I notified 5/3 bank about the change of my address, upon which 5/3 bank sent me a confirmation letter. See attachment A. The document lists all accounts affected. Neither x****, nor its predecessor: account x**** is listed on this document.

On March 25, 2021, my ex-husband paid off the full balance on x**** and closed the account.

On March 29, 2021, 5/3 Bank REOPENED account x**** as REPLACEMENT for x**** (See attached document B),        with the following information:

     ***** * ******** – Primary account holder

     Alzbeta ******** – user spouse.

My Question #1) Is the account user at reopening the spouse? If yes, the name is incorrect. The name should be Margaret ********. A different person, not me.

Is the user ******* ********? If yes, then the relationship is incorrect. Upon reopening of account x**** I had no relationship to the owner of the account.
The employee of the bank dealing with this case simply reached for an old, closed account and reopened it without updating the relevant data?
My Question #2) Shouldn't the bank upon reopening any account check and update the relevant data? I have to repeat again , that if the account user is the spouse, it is a totally different person, not me.

My Question #3) According to attachment B, this account (x****) was closed on 04/07/2021, with the outstanding balance of $19,223.

Is closing accounts with outstanding balance a standard practice at 5/3 bank?

In May 2021, 5/3, bank started to send me – who is shown as user, even though I had not received any card for this account ,- reminders about payments for account x****. See   attachment C.

At the bottom part of this document you can see the note: this is intended to ***************** – that is the account holder’s ( *** ********) email address.

My question #3): Is sending emails to person A, which are in fact intended to person B, a standard business practice at 5/3 Bank?

And now your ( 5/3 bank’s) decision about my complaint is that I, ******* ********, who at the time of reopening of the account was not the account owner’s spouse and had no relations to the account owner, am “responsible for the account and any payments due”. Interestingly, the owner of this account, *** ***** ******** was never once reminded to make any payment on his own account.

So, you , 5/3 bank must quote that part of the credit card using Agreement, which stipulates, that the account holder has no responsibility for any payments due; and the sole responsible person is the account user, whom the bank has never issued a card for this account..

If there is no such stipulation in the Agreement, your statement about me, ******* ******** being “responsible for this account and any payment due” is without merit.

Thank you.

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



Regards,

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

Business response
10/13/2021
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: October 13, 2021
Account: *********
Account: *********
Account: *********

Regarding Your Credit Card Account

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

We received a copy of the complaint you submitted to the ******** *********
********** ****** and the Better Business Bureau on September 28, 2021. We
appreciate the time you have taken to document your additional thoughts and concerns
in this matter.

On behalf of the Bank, please accept my sincere apologies for any inconvenience or
frustration this matter may have caused you. However, we stand by the responses
conveyed in our previous letter sent to the address above dated September 17, 2021, I
have enclosed a copy of the letter for your convenience.

Additionally, we have reviewed your credit limit decrease mentioned in your complaint.
We periodically review our credit card portfolio for credit limit increases and decreases
based on changes in your credit performance with us and your creditors through credit
bureau information. Your Truly Simple Mastercard was recently reviewed by the Bank,
and, as you are aware, your credit limit was decreased to $1,900.00. I have enclosed a
copy of the notice sent to you on September 25, 2021, to notify you that your credit limit
had been decreased. The reasons for the decision detailed in the notice are as follows:

• Not enough available credit on loans active in the past twelve (12) months.
• Available credit on bankcard account is too low.
• Length of time accounts have been established is too short.
• Too many accounts with a balance.

Our decision was based in whole or in part on information obtained in your **********
credit report. Please be aware that you have the right to request a free copy of your
TransUnion credit report if requested within sixty (60) days from the date on the notice.
In order to request a free copy of your credit report, you may send a written request to
the following address: ******************* *********, * ******* *****, **** ***
****, ******** ** *****. You may also request your credit report by phone at ###-###-
####, or online at *********************.

Thank you for your patience while we conducted our research. If I could be of further
assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-###-
####, Monday through Friday, 8 a.m. to 5 p.m., ET.

Sincerely,

Stephanie W.
Office of the President

PC: ******** ********* ********** ******, Better Business Bureau

Enclosures: Previous Response Letter, Credit Limit Decrease Letter

Customer response
10/13/2021
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,

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

Regarding the letter fro 5/3 bank dated September 17, 2021, signed by Ms. Susan T.:

Dear Ms T.,

1) I've already rejected once this reply, because it was factually incorrect.
It is still incorrect and will remain as such, regardless how many times you will send it to me.

2) You ignored my questions I listed in my rejection letter.

3) Your statement according to which ..."this account " (#****) "was closed per my request" is a lie, and you are aware of it.
A document attached to my previous rejection letter clearly proves that this account was closed by 5/3 bank on April 7, 2021.
See attachment "Printout".

4) This document also proves that the owner of this account is a certain ***** * ********.
I do not dispute the balance or payments, simply because I did not use this account, and you know it.
I dispute my User/Spouse status on this account.

5) You are asking me to provide information regarding the scheduled payment on March 25, 2021 and April 7, 2021.
Dear Madam, as an employee of the Office of the President , you should be able to read documents . Had you checked the bank's record, you would have found out that those payments were ordered by the owner of the account, not me.

The pure fact, that you have not read my rejection letter, ( or even if you did read it, you decided to ignore it), have not studied the attached documents, proves that neither You personally, nor anybody else who dealt with my complaint showed any effort to get to the core of the matter.

Regarding the letter dated October 13,2021 signed by Ms. Stephanie W.:

Dear Ms. W.,

You listed 3 accounts:
x**** - I do not recognize this.

x**** - was opened on 10/18/2006 By ***** ******** as account owner.
I was added as user.

This account was later closed and replaced by x****

So If I look back , I should see: x**** opened 10/18/2006
closed: some later date.
x****: opened on the above mentioned "later date"
closed March 29/2021
x**** re-opened March 29,2021
closed : April 7, 2021
Instead of this what I see is:
both: x**** and x**** were opened on 10/18/2006.
The replacement account was backdated to the date when the original credit card account was opened, and suddenly instead of one account we have 2 accounts.
Interesting.

But as Ms T. admitted in her letter: account x**** was indeed REPLACED by x**** on March 29,2021.
At that point *** ******** did not request card for any authorized user.
The Bank, by adding me - based on an information from 15 years ago, and ignoring the account owner's instruction from February 9, 2016 to remove me from all accounts as "authorized user" - violated the Fifth Third Bank Card Agreement.

And with this we entered the fraudulent account territory.

The fraud was not committed by the account owner.
The fraud was committed by Fifth Third Bank.

But you know it, don't you.

Regarding the letter dated September 25,2021 signed by *** Brian M., Senior Vice President.

Dear *** M.,

You informed me , that you had decided to decrease the credit limit on account x1580 from $20,000 to $1,900,
because " We obtained your credit score in making our decision and used it in making our credit decision".

Well, have you had checked my payment and credit history, you would have seen this:
*******:799
***********:796
********: 707

This was my score on June 19,2021 See attached Credit score p. 1 &2

Then Your bank started meddling with account x****.
- on March 29 , 2021 added my name as user even though the account owner did not request it.
- on April 7, 2021 the bank closed the account.
- as the account was closed by the bank, the owner of the account stopped making payments.

- 5/3 bank started to harass me for payment on account that was NOT MINE, which I DID NOT USE.
- I refused to make payment on the account which was not mine, which I did not use, for which I did not received card from the bank.
- as result of me not paying towards the account that was not mine, my credit score dropped.
- because my credit score dropped, 5/3 bank reduced my credit limit.

Summary:
1) 5/3 bank made a mistake.
2) my credit score decreased because of the mess created by 5/3 bank.
3) 5/3 bank decided to punish me for the mess the 5/3 bank got me into.

What a spectacular bank!

Sincerely,

******* ********.
Initial Complaint
08/30/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Loan No. ******** I sold/settled on a condominium In ********** ** via Fifth third bank on April 28, 2021. Stephen J**** handled VA assumable loans for fifth third bank. I received a form stating that the buyer would assume the loan as of April 1, 2021. For some reason the paperwork was not completed and I was still being held responsible for paying the mortgage payments. I called Mr. J**** many times and was never able to get this corrected. July 9, 2021, I made the final payment that had been incorrectly mailed to me.. Now both the buyer and my credit have been jeopardized. Months ago, Mr. J**** told me via telephone he would correct my credit report (I had noticed my credit rating had decreased). He has not. I appreciate your attention to this matter.
Business response
09/30/2021
Please find attached a copy of the letter being mailed to the customer (text below). Thank you.

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

Date: September 30, 2021
Account: *********

Regarding Your Credit Reporting

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

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

We have confirmed that the assumption of your mortgage loan account ending in **** was
successful. This loan no longer appears in your name, and you are not responsible for
payments.

We conducted a thorough review of the late payment details sent to the credit reporting
agencies for the mortgage loan account, and found that the late payment reported for May 2021
is not accurate. We have submitted an update to all four (4) credit reporting agencies to remove
that late payment. Please allow approximately thirty (30) days for the credit bureau agencies to
update their reporting.

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

• ******* ###-###-####
• ******** ###-###-####
• ********** ###-###-####
• ******* ###-###-####

On behalf of the Bank, please accept my sincere apologies for any frustration this matter may
have caused, as it was certainly not out intent to cause you any hardship.
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
10/13/2021
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,

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

This matter is not resolved. I have not received my escrow refund.
Business response
10/29/2021
Please find attached a copy of the letter mailed to the customer on 10/29/21 (text of letter below, enclosures mailed directly to customer). Thank you.

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

Date: October 29, 2021
Account: *********

Regarding Your Recent Concerns

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

We received a copy of the complaint you filed with the Better Business Bureau regarding your
mortgage 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 you
experienced during the mortgage loan assumption process. Please be assured we have
researched this matter fully, and passed on your concerns to the relevant parties within the
Bank.

Thank you for taking the time to speak with me regarding your concerns. As discussed, your
previous complaint with the Better Business Bureau regarding your credit reporting was
resolved. I have enclosed our previous letter to you dated September 30, 2021, for your records
and review.

Regarding your escrow balance refund, I have confirmed that you are owed a balance of
$1,754.32. A check for this amount, number ********, was issued on October 27, 2021. The
check was sent via UPS overnight mail, and the tracking number is ******************. If
you do not receive this check, please contact me at the phone number provided below.

We have also determined that you are owed a reimbursement for the late fees that you paid to
the mortgage loan account ending in **** for the payments due in May, June, and July 2021. A
check for those fees, totaling $182.31, has been enclosed.

I have also enclosed a copy of the mortgage loan assumption documents that you requested.

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

Enclosures: Previous Response; Check; Assumption Documents

Pc: Better Business Bureau
Initial Complaint
08/27/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Back in May I tried to pay my mortgage on their website. Prior to this I had no issues. For some reason when I paid in May, their site said I paid and was set. Skip ahead several days, I received a voicemail asking me to pay my mortgage. Again I used their site and it said I paid. I received another voicemail about needing to pay. I work graveyard, therefore I don't answer my phone during the day when I sleep. It is also easier to do business online since I am up during non-business hours. After about the 4th time getting a voicemail I finally used my own bank to send the payment. I never received a voicemail after that so it obviously went through. Skip ahead a few weeks, I see a 30 day late payment on my credit report! I stayed awake until they opened for business and I let them know their website was not working properly. They agreed to remove the 30 day late payment. As of 8/5, Adriana P. said she is refusing to remove it.
Business response
09/09/2021
Please find the final response attached for Mr. ******* * ***** (text of letter below, enclosure mailed directly to customer.

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

Date: September 9, 2021
Account: *********

Regarding Your Mortgage Account

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

We have received a copy of your complaint filed with the Better Business Bureau concerning your
mortgage 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. We have completed a second review of the
payment history for your mortgage loan ending in 0933. We have confirmed that your statement
dated May 4, 2021, shows a past due amount of $1,427.74, and a total amount due of $2,855.48,
due on or before June 1, 2021. Your June 3, 2021, statement shows a past due amount of
$1,488.97, and a total amount due on or before July 1, 2021, of $2,916.71. Enclosed are copies
of your account statements from May 4, 2021, to June 3, 2021, for your review, as well as a copy
of your payment history.

We regret any frustration this may cause you; however, our records show that your May 1, 2021,
payment was received thirty (30) days past due. Therefore, we are unable to submit any
adjustments to the credit reporting agencies, as we are required to report accurate information.
We cannot accommodate your request to change prior negative reporting, in cases where no
bank error occurred.

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

• ******* ###-###-####
• ******** ###-###-####
• ********** ###-###-####
• ******* ###-###-####

We also reviewed your concern regarding the inability to make your payment online. Our
researched shows that on May 4, 2021, you attempted to log online, but were unsuccessful as
the wrong log-in information was entered. Our records show that after the third (3) attempt you
were able to log-in successfully and schedule your mortgage a payment from your account
ending in 9028 in the amount of $1,427.74. Per our review of your online log-in, on September 7,
2021, you were able to log-in effectively. Please find below a record of the online payments that
you scheduled. The payments reflecting below were made using an external Bank account and
we are unable to provide information why the payments did not post. You would need to contact
your Financial Institution for further details.

• The payment made on May 4, 2021, for the effective date of May 7, 2021, in the amount of
$1,427.74, failed.

• The payment made on May 13, 2021, for the effective date of May 19, 2021, in the amount
of $1,427.74, failed.

• The payment made on May 21, 2021, for the effective date of May 26, 2021, in the amount
of $1,427.74, failed.

• The payment made on May 26, 2021, for the effective date of June 1, 2021, in the amount
of $1,427.74, failed.

• The payment made on June 3, 2021, for the effective date of June 8, 2021, in the amount
of $1,427.74, failed.

• The payment made on June 5, 2021, for the effective date of June 10, 2021, in the amount
of $1,427.74, failed.

• The payment made on June 13, 2021, for the effective date of June 14, 2021, in the
amount of $1,427.74, was cancelled.

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,

Adriana.
Office of the President

Pc: Better Business Bureau

Enclosure: Payment History

Customer response
09/09/2021
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.

Attached are my bank statements from ***** Bank from my checking account which the mortgage payment was supposed to be debited from. You can verify the account numbers are the same. After getting fed up with the mortgage company's website failing to debit my account, you can see that I sent them a payment directly from my ***** Bank account on June 14th. Also attached is the mortgage company's payment webpage proving my ***** Bank account number is the same as in my ***** Bank statements.

The issue is with the mortgage company's website. Each time I paid using their site, it said the payment was complete. After several days I would end up getting voicemail messages saying it was not paid, so I payed again, 7 TIMES! Clearly after reading the documents I provided and compared the dates the payments failed, it is obvious the mortgage company has an issue with their website.

I tried 3 times to call and talk to a representative about the issue. I explained that I had funds in my account and would provide them as proof. I was told 3 times that they would remove the 30 day late payment from the 3 credit bureaus.

I may have to get a lawyer involved. I've proven it was an error with the mortgage company's website and for some reason they refuse to accept that. 53 needs to remove the late payment at once.

Regards,

******* *****
Initial Complaint
08/27/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
An insurance check was made payable to the dealership and customer but only the customer endorsed the check and it was cashed by 5/3rd bank on 4.14.2021. I have called the branch and 800 #'s several times and filed a complaint w/ Melanie on 7.28.21 w/ no return call. Also spoke to a supervisor (on 8.3.21) named Sam and a Janae T. but no one will reach back out. When I called back on 8.25.21 to follow up I'm told there is no filed complaint and to call the branch. When I called the branch, Iris (branch mngr) advised me she cant assist and to call 800 #'s again. This check should NOT have been cashed without both endorsements. The customer states she was not aware but she was advised by the claims adjuster before the check was sent out that both parties needed to sign the check. I would like to file a complaint against 5/3rd bank for cashing this check without the proper endorsements.
Business response
09/21/2021
Please find attached a copy of the letter being mailed to the customer (text of letter below). Thank you.

5050 Kingsley Drive
MD 1MOCOP
Cincinnati OH 45263

**** ***
Attn: ******** *******
**** ** ******* ** *****
******** **** ** *****

Date: September 21, 2021

Regarding ***** ******

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

We received a copy of the complaint you filed with the Better Business Bureau regarding an insurance check made out to **** *** and mutual customer, ***** ******. 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.

Our research into this issue determined that you must dispute the check with the issuer, ***** ****** ******** ********* *******. After the dispute is complete, the resulting information is to be sent to Fifth Third Bank at which time we will review. As we discussed on the phone, the average timeframe for a dispute like this is around six (6) months. We regret any inconvenience or frustration this may cause you.

We appreciate your patience while we research your request. 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 Busines Bureau
Customer response
09/22/2021
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 5/3rd Bank employee should not have cashed the check for *** ****** if it was not endorsed by both payees.

Regards,

******** *******
Business response
10/06/2021
Please find attached a copy of the letter being mailed to the customer (text of letter below). Thank you.

**** ***
Attn: ******** *******
**** ** ******* ** *****
******** **** ** *****

Date: October 6, 2021

Regarding ***** ******

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

We received a copy of the complaint rebuttal you filed with the Better Business Bureau regarding an
insurance check payable to **** *** and ***** ******. We appreciate the time you have taken to
document your thoughts and concerns regarding this matter.

On behalf of the Bank, we would like to offer our sincere apologies for any inconvenience or frustration
this matter may have caused you. However, we stand by the response conveyed to you in our previous
letter sent to the above address on September 21, 2021. Our position on this matter has not changed.

Any concerns you have regarding the manner in which the check in question was negotiated will need to
be further discussed with ***** ****** ******** ********* ******* or ***** ******. The Bank is
unable to provide any additional information regarding this matter.

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: Previous Response

Customer response
10/06/2021
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.

5/3rd bank cashed the check for *** ****** when it WAS NOT ENDORSED BY BOTH PARTIES. BY LAW, both parties need to endorse a check before it is cashed. The teller who cashed/deposited this check for *** ****** is AT FAULT. This has nothing to do with ***** ****** Insurance Company as they did not cash the check for *** ******, the bank did. My complaint is that the bank cashed the check when it was NOT properly endorsed.

Regards,

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

Business response
10/15/2021
Please find attached a copy of the letter being mailed to the customer (text of letter below). Thank you.

5050 Kingsley Drive
MD 1MOCOP
Cincinnati OH 45263

**** ***
Attn: ******** *******
**** ** ******* ** *****
******** **** ** *****

Date: October 15, 2021

Regarding ***** ******

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

We received a copy of the complaint rebuttal you filed with the Better Business Bureau regarding an insurance check payable to **** *** and ***** ******. We appreciate the time you have taken to document your thoughts and concerns 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 letters sent to the above address on September 21, 2021, and October 6, 2021. Our position on this matter has not changed.

As previously indicated, you will need to speak with ***** ****** ******** ********* ******* to dispute the negotiation of the check. If any errors occurred, they will be addressed via that dispute process. The Bank is unable to provide any additional information regarding this matter.

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: Previous Responses
Customer response
10/18/2021
Better Business Bureau:

I do not understand why you do not see an issue with a 5/3rd back employee cashing/depositing the check for ***** ****** when ******* did NOT endorse the check as well.

WE DO NOT AND WILL NOT AGREE WITH YOUR RESPONSE UNLESS 5/3RD BANK IS HELD RESPONSIBLE FOR CASHING/DEPOSITING THE CHECK FOR ***** ****** WITHOUT ENDORSEMENT FROM *******.

This does NOT fall on ***** ****** - ******* is the other party that did not endorse the check, therefore ******* is filing a complaint on 5/3rd bank for not following protocol.

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,

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

Business response
10/19/2021
Please find attached a copy of the letter being mailed to the customer (text of letter below, enclosure mailed directly to customer. Thank you.

**** ***
Attn: ******** *******
**** ** ******* ** *****
******** **** ** *****

Date: October 19, 2021

Regarding ***** ******

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

We received a copy of the complaint rebuttal you filed with the Better Business Bureau regarding an
insurance check payable to **** *** and ***** ******. We appreciate the time you have taken to
document your thoughts and concerns 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
letters sent to the above address on September 21, 2021, October 6, 2021, and October 15, 2021. Our
position on this matter has not changed.

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: Previous Responses
Customer response
10/20/2021
Better Business Bureau:

I still do not accept your response. As I said before and will say again, 5/3rd bank SHOULD NOT HAVE CASHED THE CHECK FOR MS ****** AS IT WAS NOT ENDORSED BY BOTH PARTIES.

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,

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

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