ComplaintsforFifth Third Bank

• Initial Complaint

  07/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fifth Third Bank is the bank we went through for our loan on our new home. I had switched to them after working with a different lender that could not help us. We missed our first closing date of June 10th than again June 22nd. Any information that was needed by the bank from me I got it to them ASAP but right before closing dates I was hit with more things they needed. I was given a new closing date of July 9th @ 11AM and the closing did not happen till almost 7PM that night. I was Charged $500 by lawyer for after hour fees. Initially I was also told that I was approved for a credit from the bank in the amount of $5000 that would come off the closing cost. Than it dropped to $3600 and than it dropped to nothing. I did get a $1000 but I am not even sure what that was for. We also had to give the seller $1000 so she would not put home back on the market.

  Customer response

  08/06/2021

  Problem:
  Fifth Third Bank is the bank we went through for our loan on our new home. I had switched to them after working with a different lender that could not help us. We missed our first closing date of June 10th than again June 22nd. Any information that was needed by the bank from me I got it to them ASAP but right before closing dates I was hit with more things they needed. I was given a new closing date of July 9th @ 11AM and the closing did not happen till almost 7PM that night. I was Charged $500 by lawyer for after hour fees. Initially I was also told that I was approved for a credit from the bank in the amount of $5000 that would come off the closing cost. Than it dropped to $3600 and than it dropped to nothing. I did get a $1000 but I am not even sure what that was for. We also had to give the seller $1000 so she would not put home back on the market. This was the worst experience. Attached you will find proof on what they told me closing costs would be.
  
  
  Desired Resolution:
  Refund
  

  Customer response

  08/11/2021

  Problem:
  I HAVE ALSO BEEN IN CONTACT WITH ROBERT G******* WHO IS THE AREA SALES MANAGER ABOVE THE LOAN OFFICE TORI C******. HE INFORMED ME ON 8/4 THAT MY CASE WAS CLOSED AND I WOULD RECIEVE A LETTER IN THE MAIL THAT I WOULD NOT BE GETTING A REFUND. AS OF 8-9-21 I HAVE NOT RECIEVED ANYTHING IN THE MAIL. I CALLED CUSTOMER SERVICE AND FINALLY WAS TRANSFERRED TO A MAN THAT SAID MY CASE WAS STILL OPENED AND IT WAS ESCALATED TO THE PRESIDENT AND THAT I SHOULD HAVE NOT BEEN TOLD THE CASE WAS CLOSED. HE THAN PROCEEDED IN TRYING TO REACH THE GENTLEMAN HANDLING MY CASE AND HE HAD APPARENTLY LEFT THE OFFICE BUT WOULD PUT ME THROUGH TO VOICEMAIL. AFTER THE PHONE RANG ABOUT 50 TIMES I FINALLY HUNG UP AND THERE WAS NO VOICE MAIL FOR ME TO LEAVE A MESSAGE. I AM NOT SURE WHAT IS GOING ON, I DEFIANLTY FEEL LIKE I AM GETTING THE RUN AROUND BEING THAT NO ONE WILL RESPOND TO ME AT ALL. I AM GIVING THIS TO WEDNESDAY. IF I HAVE NOT HEARD BACK FROM ANYONE WITH THE RESPONSE I NEED I AM TAKING THIS TO THE NEWS!!!!!
  
   
  Desired Resolution:
  Refund

  

  Business response

  08/11/2021

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

   

  ***** *********
  *** ******** **
  *********** ** *****
  Date: August 11, 2021
  Account: *********
  
  
  Regarding Your Recent Experience
  
  
  Dear ***** *********:
  
  We received a copy of the complaint you filed with the Better Business Bureau
  concerning your mortgage loan. We appreciate the opportunity to respond to this matter.
  
  While we attempt to process every loan application in an expedited manner, many
  factors may result in delays within the application process. Our review of your loan
  application determined no error; however, we apologize for any frustration or
  inconvenience caused when we were unable to satisfy the first requested closing date.
  
  Our records indicate we received two (2) applications for a mortgage loan in your name
  with Fifth Third Bank. We confirmed with our Mortgage Origination Department that the
  original application submitted on May 20, 2021, was declined due to credit bureau
  reporting. They confirmed you needed to reapply for a mortgage application, with both a
  new application and an updated copy of your credit report. The second application was
  submitted on June 30, 2021. That application was approved and the mortgage loan
  ending in **** was booked on July 9, 2021.
  
  We did research your concerns regarding the additional funds you stated were owed to
  you at closing. Unfortunately, the eligibility criteria for the Fifth Third Down Payment
  Assistance Program had changed and the collateral property no longer qualified for the
  program by the time the second application was approved. In the interest of customer
  service, our Mortgage Origination Department issued a credit of $1,006.43. This amount
  is shown as a Lender Credit on the Closing Disclosure dated July 9, 2021.
  
  Fifth Third Bank is committed to providing professional and accurate service to our
  customers. It was certainly not our intention to cause you any hardship and I apologize
  for the inconvenience and worry these matters caused you. This additional review
  determined that the Bank has acted in good faith. While we empathize with the issues
  you experienced, we will not be offering you any monetary compensation.
  
  We appreciate your patience while we researched this matter. 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,
  
  Tyler J******
  Office of the President
  
  Pc: Better Business Bureau
  

  Customer response

  08/11/2021

  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 have attached documents that gave us the impression that we were entitled to the $5000 Credit. 

  I have attached documents that gave us the impression that at closing a little under $4000 would be owed.

  We should be reimbursed for the Lawyers after hour fees. 

  
  

  Tori C****** the loan office even said that she was not aware that the company changed their polices in regards to the $5000 credit and thought that it was ridiculous that we were not receiving the $5000 Credit. 

  Tori C****** should have bumped the closing date even further if she did not think we would close on July 9th. The two previous closing dates she should have never said "O yea we can make the deadline" if she had any doubt in her mind that we would not meet the closing date.

  We would not of had to pay the seller $1000 if a second app did not have to of been done. She waited to long for a negative response from the "OFFICE OF THE PRESIDENT" to tell her she could not pull over my credit score to the 1st loan application. She should have just went ahead and did a re-app and we would have closed much earlier than we did. 

  
  

  I don't really care at this point what the company policies are. You all need to admit that you messed and we should be compensated for it. 

  
  

  This bank has the worst communication. 

  Like I said in the 100 emails I have sent to over 6 or 7 people higher up people at Fifth Third Bank. I will be going to the NEWS AND MY LAWYER.

  
  

  
  

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

• Initial Complaint

  07/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed a dispute for an airline ticket purchased on 3/30/21 to *** ******. I received a letter 7/14/21 stating the credit the bank gave was being reversed because the denied my claim because *** ****** states the ticket was non refundable. I have spoken to *** ****** even filed insurance to get money back and have heard nothing. The ticket should be refunded because I filed an insurance claim because the person flying due to health reasons couldn't fly and per their policy this IS a reason for a refund as long as you have insurance WHICH I DID. I want my 308.70 refunded and any fees the bank charged for reversing this credit. I have provided pics and info to bank so I'm not sure why they would deny because they said ticket was non refundable. No it wasn't refundable if I didnt have insurance but I did and they still did nothing.

  

  Business response

  07/23/2021

  Please see text of letter below (enclosure mailed directly to customer). Thank you.

  ******** ****** *****
  **** ******* *****
  ********* ** *****
  
  Date: July 23, 2021
  Account: *********
  
  Regarding Your Checking Account
  
  
  Dear ******** ****** *****:
  
  We have received a copy of your complaint filed with the Better Business Bureau concerning your
  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 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.
  
  After review, your case was completed and reviewed using the information provided by the
  merchant, *** ******, to our Disputes Department. The information shows that you agreed to the
  terms and conditions stating that the ticket was nonrefundable at the time of purchase and it was
  not cancelled accordingly. On July 14, 2021, a resolution letter was sent to you explaining the
  dispute was denied based on the information provided by *** ******. I have included the letter
  for your records. If you wish to proceed with any action, you may reassert your claim with proof
  the merchant, *** ******, was willing to issue a credit back to you for the transaction.
  Additionally, you may choose to file an insurance claim since you stated that you had purchased
  insurance for your plane ticket for reimbursement .You may also contact our Disputes
  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 strive to provide quality service to all of
  our customers, and I apologize if we did not meet these expectations.
  
  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
  a.m. to 5 p.m., ET.
  
  Sincerely,
  Adriana Phelan
  
  Adriana P.
  Office of the President
  
  PC: Better Business Bureau
  
  Enclosure: Resolution Letter

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starting in 2017 while incarcerated for 2 years fifth third bank let someone steal 21000 plus dollars and refuses to give it back they let someone steal it by switching address on my account not once but twice then I report it over n over they do nothing won't take calls or refund it that was my life savinga I have proof it wasn't me I was incarcerated and time frame doesn't apply when u wasn't notified

  

  Business response

  07/29/2021

  Attached please find the letter that was mailed to the customer (text of letter below, enclosures mailed directly to customer). Thank you.

  ******* ******
  *** **** ****
  *********** ** *****
  Date: July 29, 2021
  Account: *********
  *********
  
  
  Regarding Your Checking Accounts
  
  
  Dear ******* ******:
  
  We received a copy of the complaint you filed with 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 July 2, 2021. I have enclosed a copy of the
  letter for your convenience.
  
  Additionally, our research determined a Power of Attorney (POA) was added to the account on
  September 9, 2017. Please note a Power of Attorney can act on your behalf and has full access
  to the account. Including the ability to perform maintenance such as withdraws. I have enclosed
  the withdraw slips for the four (4) withdraws that took place in September 2017.
  
  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,
  
  
  Stephanie W.
  Office of the President
  
  Pc: Better Business Bureau
  
  Enclosures: Previous Response Letter, Withdraw Slips

• Initial Complaint

  07/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My purse and pin to the card was stolen and used without my permission when I first received the credit card. I called them and let them know that. However, I was still held responsible for the charges, received all kinds of fees and sent to a collection agency. This is certainly not how you conduct business. From this one mix up, my great credit has suffered. Please remove this.

  

  Business response

  07/29/2021

  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: July 29, 2021
  Account: **********
  
  Regarding Your Credit Card Account
  
  
  Dear ***** * *******:
  
  We received a copy of the complaint you filed with the Better Business Bureau (BBB) concerning your
  credit card account. We appreciate the time you have taken to document your thoughts and concerns.
  
  On behalf of the Bank, please accept my sincere apologies for any frustration this matter may have
  caused you. 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.
  
  Upon receiving your inquiry, I contacted our Disputes Resolution Department concerning your previous
  dispute for $206.00. After review, our records indicate this dispute was not found in your favor. I have
  enclosed our dispute documents for your records. Additionally, I have enclosed your account
  statements for your records. If after reviewing the enclosed information, you believe the reporting is
  inaccurate, please feel free to contact me directly at the telephone number below. We regret any
  frustration this may cause you; however, we are required to report accurate information and we cannot
  accommodate your request to change prior negative reporting, in cases where no bank error occurred.
  
  If you would like to contact the credit reporting agencies directly, their contact information can be found
  below:
  
  • ******* ###-###-####
  • ******** ###-###-####
  • ********** ###-###-####
  • ******* ###-###-####
  
  Please note, our records indicate the balance owed for this account was sold to ******* ***********. In
  order to make payment arrangements on the balance owed, please contact ******* *********** at ###-
  ###-####.
  
  We strive to provide professional and accurate service to our customers and appreciate being able to
  answer your question as it pertains to your credit card account. 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
  Enclosed: Dispute Letter (2), Statements
  

  
  

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