ComplaintsforFifth Third Bank

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Initial Complaint
05/29/2024
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.
Avoid at all costs. Fraudulent company that piggy backs off fraudulent solar installation companies that go bankrupt after a couple years. After dealing with my own solar I have now determined how this industry has created a gold rush for fraudsters Solar company sells dream of helping the environment and being self sufficient , lies about your offset, usage and whatever else to get you to sign. Even tell you they will be giving you a credit back once the loan funds. They do an abysmal installation and leaving some houses with thousands of dollars in damages, sometimes don't even activated the system . Guess what? they still get paid by dividend . Dividend Financial and other solar finance companies are riding on the back of our government program and approving almost everyone , pulling dealer funding fees up to 20% on the loan , sayings its because the interest is so low. They fund the installation company not long after you sign the agreement, before the system is running or the permit is finalized saying it's done. Try to complain to dividend , they say well you shouldn't have signed. They came the customers. They know the installers are fraudsters and go bankrupt but they are their shield so it's not Dividends fault. If the true price of a system is $20k (paying cash) it can end up being $50k when you sign. There are some honest installers and loan companies, do research and stay far away from Dividend and any company that's been in business under 5 years. Im sure in the future we will see a huge default rate on these fraudulent loans and Dividend will get a slap on the wrist while their executives made millions in bonuses. Need to start putting these people in jail.
Business response
06/03/2024
Response is attached (text below). Hard copy of the letter is being mailed to the customer as well. Any listed enclosures were mailed to the customer address on file.
****** ******
**** ********** **
*** ***** ** *****

Date: June 3, 2024
Account: *********

Regarding Your Solar Project

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

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

I have completed a thorough review of your concerns. I have enclosed a copy of your Loan and Security Agreement for
your review. I have confirmed that you signed the loan documents electronically via ******** and your identity was
confirmed via Knowledge-based authentication (KBA) at that time. Your Loan and Security agreement details the
financing aspect of your project with Dividend, a division of Fifth Third Bank. Your system was granted permission to
operate on January 12, 2022.

In your complaint you mention concerns regarding damage to your home, we have no prior record of these damages.
Please be advised that while Dividend supplied the financing for this project we are unable to service your system or
provide repairs. We are unable to accommodate your request to pick up the panels and are declining your request to
settle the account.

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

Sincerely,

Sylvan R.
Customer Care
Dividend | a Division of Fifth Third

Pc: Better Business Bureau

Enclosed: Loan and Security Agreement
Customer response
06/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

they said they would address the install that was finished and damage to my roof / main electric panel . They did nothing after I resubmit pictures and everything to them except wait and then respond saying there was nothing . Completely fraud, they just hope customers won’t actually follow up

Regards,

***** ******
Initial Complaint
05/29/2024
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.
Date of Transactions: January 2 and 3 of 2024; Both Transactions with the Same Online Business. Amount Involved: Total of $115.89 paid via 5/3 ****** **** / Debit Card Business Commitment: 5/3 Bank asserts a commitment to provide Fraud Protection for transactions made by legitimate Bank Card holders, or so they advertise. Nature of Dispute: Failure of 5/3 Bank to provide Advertised Fraud Protection for Sale of Year End Closeout Merchandise in 2 separate Transactions with the same company. For any business to take my money without delivery of advertised goods is as an end result no less than fraud. Failure to provide said Fraud Protection constitutes Breach of Contract, Customer Abuse and False Advertising on behalf of 5/3 Bank and holds potential legal repercussions. Business Attempt at Resolution: 5/3 Bank made an Internal Investigation, which was closed with 5/3’s blatant acceptance of Merchandise Non-Delivery as if this practice were legitimate and acceptable. It is not. Account / Order / Tracking Number: 5/3 Account: xxxx****, Case #******** ($50.20 and $65.69) totaling $115.89. Order Numbers: #*************** and #*************** Tracking Numbers: None Provided Advertising Method / Information: I replied to Sponsored online ads on ******** Marketplace and as buyer received no follow-up communication from the merchant and I have no contact information to attempt resolution directly with the seller involved leaving me dependent on 5/3 Bank to provide their supposed Fraud Protection. Such resolution has not been forthcoming and my written Appeal to their closure of this case was presented in person to Brian M****, Personal Banker at my local 5/3 Bank Branch in *********, **** on May 1, 2024 and was forwarded by him to appropriate internal 5/3 Bank personnel. To date my appeal remains unanswered. 5/3 Bank has copies of these details and all of my own info in the referenced case number, plus info they have not shared from their Investigation.
Business response
06/06/2024
Please find attached a copy of our response. The letter (text below) and any listed enclosures were sent via mail to the address listed on our response. Thank you.
***** * ****
*** ***** ****
********* ** *****

Date: June 6, 2024
Account: *********

Regarding Your Essential 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.

On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have
caused you. Please be assured we have researched this matter fully, and passed on your concerns to the
relevant parties within the Bank. I also want you to know that customer feedback is reviewed by our senior
and executive management teams as part of our ongoing commitment to our customers’ satisfaction.

We have reviewed your checking account ending in ****. On February 2, 2024, our Dispute Resolution
Department opened two dispute cases for you. Case number ******** was opened to dispute the
transaction posted on December 27, 2023, in the amount of $78.95 for *****. A provisional credit was
credited on February 14, 2024. As stated in the letter issued the same day, the funds would be available to
use during our research, but it was also noted that it was important to keep in mind that we may reverse
the credit depending on our findings. On April 8, 2024, the case was approved, and the provisional credit
became permanent.

Case number ******** was opened to dispute the transaction posted on January 2, 2024, in the amount
of $50.20 for ****** Inc and the transaction posted on January 3, 2024, in the amount of $65.69 for ******
**** A provisional credit was credited on February 14, 2024. As stated in the letter issued the same day,
the funds would be available to use during our research, but it was also noted that it was important to keep
in mind that we may reverse the credit depending on our findings. On April 8, 2024, the case was denied
due to documentation provided by the merchant confirming the transaction was valid. The documentation
provided stated that the merchandise was delivered to the address on file. The provisional credit of $115.89
was reversed. The dispute can be reasserted with proof the merchant is willing to issue credit with proof
that you did not receive the goods/services.

We work diligently to prevent fraud perpetrated against the Bank and all of its depositors, however, we are
not able to detect every fraud or fully prevent a customer from becoming a victim of fraud. As the owner of
the account, you were in the best position to question the legitimacy of the merchants prior to engaging in
the activity.

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

Sincerely,

Tracy K
Office of the President

Pc: Better Business Bureau

Enclosures: Dispute Resolution Letters
Initial Complaint
05/29/2024
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.
My son is a minor and we set his account up with no overdraft but they keep letting places online take money out even when he doesn't have the money on it. My subscription do not go through as an adult if I don't have the money in the account but they are saying it's in the system that way. This is not ok to do to a minor when they have complete ability to stop it. This is just them stealing from kids.
Customer response
05/29/2024
He is a minor so I am listed on the account. They asked me my info to find it.
Business response
06/11/2024
Please find attached a copy of the letter (text below) being mailed to the customer. Thank you.
***** ******
** **** *****
*** *
****** ** *****
Date: June 11, 2024
Account: *********

Regarding Your Checking Account

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

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

Please be assured we have thoroughly reviewed your concern surrounding this account and the
ability for it to have an overdraft. Our research determined when the account was opened, on
December 27, 2023, you chose to opt out of overdraft coverage for automated teller machine
(ATM) transactions and debit card purchases. However, overdraft coverage for Automated
Clearing House (ACH) payments, checks, and Billpay transactions were not opted out of. If you
wish to change your overdraft coverage for ACH, checks, and Billpay transactions, you are able
to do so by either stepping into your local branch or by contacting 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. Additionally, we have waived a $37.00 overdraft fee on June 4, 2024, in the interest
of customer service. I hope this letter meets your satisfaction and resolves your need.

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

Sincerely,

Lana H
Office of the President

Pc: Better Business Bureau
Initial Complaint
05/28/2024
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.
My home is in foreclosure I found a buyer and requested a payoff my title lady said she must get a letter directly from the bank with the payoff I was told this was being done then I people to bank again and they said they put the request in and it takes 3-5 days I spoke to someone a few days later and they said no request was put in and they couldn't send the form to the title lady I requested a manager and they never called they keep giving me the run around while I am in dire straights and they have a broken system that shows no regard for the customer I think this is standard to screw over the customer in favor of a foreclosure and everytime I call I get a different answer and nothing is done I don't know what my recourse or options are please help
Business response
06/03/2024
Please find attached a copy of our response. The letter (text below) and any listed enclosure(s) were sent via mail to the address listed on our response.
****** *****
*** ************* ***
********* ***** ** *****

Date: June 3, 2024
Account: *********

Regarding Your Mortgage Loan

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

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

On behalf of Fifth Third 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 customer's satisfaction.

We conducted a complete review of your mortgage loan ending in ****. When we reached out to our
Mortgage Loan Department to request a payoff quote and reinstatement, they advised it was already being
processed. Each document was sent directly to you on May 31, 2024, when completed. Please find enclosed a
copy of each for your records and review.

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,

Susie M.
Office of the President

Pc: Better Business Bureau

Enclosures: Reinstatement and Payoff Quote
Customer response
06/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

****** *****
Customer response
06/04/2024
I am finally closing today because I only received payoff yesterday June 3 not May 31. Due to their delay I have to pay for another HOA fee and another mortgage payment,
Initial Complaint
05/28/2024
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.
5/24/2024 I asked for a payoff amount she said that it was good for today only so I paid it in full then she says it is past the cutoff time so it will be .$0.09 for the extra day. I would not ever do business with this bank again for any reason. I will send them thier dime as I don't want the bank to go broke. here is the chat screen shot so you don't have to take my word for it you can it yourself: Today Hi! Welcome to Fifth Third Messaging. I'm Jeanie, your Virtual Assistant. Crissa M** - 10:57 PM Hi, *****! Welcome to Fifth Third Bank—this is Crissa M**. Good evening, I hope you are doing great today. Your patience is very much appreciated today as we are working as quickly as we can to provide quality service for our customers. Crissa M** - 10:58 PM The payoff quote is only valid thru today. Your payoff will not include payments, fees/late charges, or unposted transactions. Interest after today will continue to be added through the date we receive your payoff. I can get a same day payoff quote that will include the per diem for you to calculate your payoff. Would you also like a statement mailed or faxed, or just the information here in the chat? For mail, please confirm the address on file. This takes 5-7 business days to receive. For fax, please provide a fax number using xxx-xxx-xxxx format. This takes 30 minutes to an hour to receive. chat is fineRead Crissa M** - 11:02 PM The Payoff amount is $611.74 with a per diem (daily interest after today) of $0.09. Crissa M** - 11:02 Pm
Business response
05/31/2024
***** *****
**** ****** ****
*********** ** *****
Date: May 31, 2024
Account: *********

Regarding Your Installment Loan

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

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

At Fifth Third Bank, we are continuously evaluating the service we are able to provide to our customers. Please
be assured that we take your comments very seriously. We sincerely value your feedback as it assists us in
delivering first class customer service, which is a priority to us. On behalf of the Bank, please accept my sincere
apologies for any inconvenience or frustration this matter may have caused you.

Please be assured we have thoroughly reviewed your concern. Our research determined that a payment of
$611.74 was initiated on May 24, 2024. As this payment was made after our cutoff time of 7 p.m., ET., for
transfers from an external account to a Fifth Third Bank loan, the payment posted to the account May 25, 2024.
However, in an effort to best meet your needs I have confirmed that the Bank accepted your payoff amount and
processed an adjustment for the additional $0.09 when closing the loan on May 28, 2024. We strive to provide
best in class customer service, and I regret we did not meet these expectations.

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

Sincerely,

Lana H
Office of the President

Pc: Better Business Bureau
Initial Complaint
05/28/2024
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 attempted to dispute two ****** charges to my account. When I called I was not able to reach anyone then I called again and it hung up on me. Also I want to ensure I’m credited for any fees associated with these two charges
Business response
05/31/2024
******* * ******
***** **** **
****** ** *****

Date: May 31, 2024
Account: *********

Regarding Your Dispute

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

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

On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have
caused you. Please be assured we have researched this matter fully, and passed on your concerns to the
relevant parties within the Bank. I also want you to know that customer concerns are reviewed by our senior
and executive management teams as part of our ongoing commitment to our customers’ satisfaction.

Per our conversation on May 29, 2024, you were able to reach our dispute department in order to file the
dispute for two (2) charges totaling $349.99. Please allow eight (8) days for the temporary credit, and ninety
(90) days for a full resolution. For any additional information, please contact our Dispute Resolution
Department at telephone number ###-###-####, Monday through Friday, 7 a.m. to 6 p.m., and Saturday, 10
a.m. to 5 p.m., ET.

Furthermore, per the conversation with our dispute agent on May 29, 2024, when your debit card was
cancelled and a new card was ordered, you were provided with two (2) options for the card being sent. The
first option was standard delivery, which you were advised had the potential to take up to two (2) weeks, or
the second option was that we could expedite the card and it could be delivered within one (1) or two (2)
days. However, as advised, the expedited option had a $30.00 charge. You elected to have the card
expedited.

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

Sincerely,

Nathan G
Office of the President

Pc: Better Business Bureau
Initial Complaint
05/28/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I contacted Fifth Third bank on 05-17-24 to file a dispute claim against a company call ****** ******** with Lori B***** ###-###-#### complaining that I requested to cancel my appointment on 05-17-24 at between the hours of 4pm to 8pm and requested a refund of the $28 which they says I will receive in 3 to 5 business days and they says they do not email confirmation of cancelation and refund requests, I never received nothing from the Fifth Third Bank or the company, The bank keeps telling me up to 8 days the $28 should be in my account here it is 7 business days and after the Holliday it will be over 8 days, But I gather from the conversaton that the bank is not being honest with me including mailing my new bank card out which I still never received, I also filed another Dispute against another company called **** *** that was fraudully taking $20 out my account of $60 for months of 02-22-2024 on upto 04-22-2024 we blocked May -22-2024 in which they did try again but I took all my money out my account , Im getting the same runaround with Fifth Third Bank Dispute on that too, Here are both case numbers for $28 (********) and for the $60 (********), After this I can promise you Im through with Fifth Third Bank, A good customer for seven eight years.
Business response
06/04/2024
Please find attached a copy of the letter being mailed to the customer (text below). Thank you.
****** * *****
**** * ***** ** **** ****
****** ** *****

Date: June 4, 2024
Account: *********
Account: *********

Regarding Your Disputes

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

We received a copy of the complaint you filed with the Better Business Bureau (BBB)
regarding your disputes. We appreciate the time you have taken to document your thoughts
regarding this matter.

On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter
may have caused you. Please be assured we have researched this matter fully, and passed
on your concerns to the relevant parties within the Bank. I also want you to know that
customer concerns are reviewed by our senior and executive management teams as part of
our ongoing commitment to our customers’ satisfaction.

Our research determined that for dispute case ******** a temporary credit in the amount of
$28.59 was credited to your account ending in **** on May 29, 2024. Please note, you may
use these funds during our research, but keep in mind we may reverse the credit depending
on our findings.

Additionally, dispute case ********, was opened on May 21, 2024, for three (3) charges
totaling $60.00. On May 31, 2024, you received your temporary credit in the amount of
$60.00 that was deposited into account ending in ****. You may use these funds during our
research, but keep in mind we may reverse the credit depending on our findings. Please
allow up to ninety (90) days for a final resolution. For any additional information please
contact our Dispute Resolution Department at telephone number ###-###-####, Monday
through Friday, 7 a.m. to 6 p.m., and Saturday, 10 a.m. to 5 p.m., ET.

Furthermore, our records indicate that your debit card ending in **** was blocked on May
17, 2024, and a new card was ordered. Debit card ending in **** was the replacement card,
and per our records this card was activated on May 29, 2024.

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

Sincerely,

Nathan G
Office of the President

Pc: Better Business Bureau

Customer response
06/07/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

****** *****
6/7/24 per phone call from customer:
The $28.59 dispute has been resolved - she has the money and does not want to deal with the other company any more
Checking on the status of the $60.00 dispute
She is very disappointed in how Fifth Third has treated this matter and no longer wishes to do business with them
Business response
06/11/2024
Please find attached a copy of our response. The letter (text below) and any listed enclosure(s) were sent via mail to the address listed on our response.

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

Date: June 11, 2024
Account: *********

Regarding Your Dispute

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

We received a copy of the rebuttal you filed with the Better Business Bureau (BBB) regarding your disputes.
We appreciate the time you have taken to document your thoughts regarding this matter.

At Fifth Third Bank, we are continuously evaluating the service we are able to provide to our customers. Please
be assured that we take your comments very seriously. We sincerely value your feedback as it assists us in
delivering first class customer service, which is a priority to us. On behalf of the Bank, please accept my
sincere apologies for any inconvenience or frustration this matter may have caused you.

Our research has determined that on May 31, 2024, a letter was sent to you at the address above to inform
you that the temporary credits totaling $60.00 that was applied to your account was now final. I have enclosed
the dispute resolution letter that was sent for your records.

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,

Nathan G
Office of the President

Pc: Better Business Bureau
Customer response
06/13/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *****
Initial Complaint
05/24/2024
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.
My Sellers who have signed the third party authorization for Dividend to speak with me on their behalf and I have been given authorization by the buyers, buyers agent and buyers lender to also speak on their behalf. These buyers are qualified for a mortgage up to $712,000 but only purchasing a home for $530,000. The sellers are paying back the grant of $10,012 at close of escrow making the remainder of the solar loan approximately $24,000. Dividend DENIED THEM! These buyers are over qualified for this purchase price yet have been denied. They and I have been told only 1 Person can apply for the solar assumption loan, The FULL MORTGAGE PAYMENT counts against 1 borrower as a whole. Additional income from spouse will not be accepted. Arizona is a community property state, this is a secured loan by way of a UCC recorded on title. The two people I spoke to at Dividend couldn't clearly explain how someone who can afford thousands more in a mortgage cannot afford $240 per month with $0 utility bill. If this isn't resolved the buyers and/or sellers may escalate to the Attorney General and file a lawsuit and from what I'm reading on BBB could possibly be a class action in unfair business practices. I would like the DECISION MAKER to contact me prior to 5/29/24 to find some resolution.
Business response
06/06/2024
Please find attached a copy of the letter being mailed to the customer (text of letter below). Thank you.
******* *****
***** **** **** **** *****
******** ** *****

Date: June 6, 2024

Regarding Your Complaint

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

We received a copy of the complaint that you filed with the Better Business Bureau (BBB), on behalf of
**** ******, regarding his solar loan. We appreciate the opportunity to respond to this matter.

After reviewing our records, I have confirmed that you are not a borrower on this loan. As such, I am unable
to discuss details regarding the loan with you. These security measures are in place to protect our
customers and their information. Please be assured that upon receiving your complaint, we have
researched your concerns thoroughly and we will respond directly to the authorized party on the loan.

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 at ************************. Business hours are
Monday through Friday 8 a.m. to 5 p.m. PT.

Sincerely,

Ryan S
Customer Care
Dividend | A division of Fifth Third Bank

Pc: Better Business Bureau (BBB)

Customer response
06/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Dividend Loans did not contact the owner of the loan since the beginning of this complaint and I have the signed consent by the owner of the loan, my seller, giving you authorization to communicate with me of which more than one person at Dividend spoke with me and the details, including the complaints dept. The sellers had no other option than to pay off this $34,000 solar loan or loose the sale to these buyers for their home. The home is now closed, Dividend is paid in full through escrow. This complaint is now closed but the poor experience will be shared with buyers, homeowners and the real estate community as a warning which company not to do business with. I have had several clients with solar loans and solar leases and this company has been the worst to work with.
Permission to close this complaint.
Regards,

******* *****
Initial Complaint
05/24/2024
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 deposited my disability check and my account was frozen without my knowledge. I was trying to log into the bank app and they locked me out is how I found out. No phone call, email, or text. I was expecting a 7-10 day hold on the deposited check but they froze my checking and savings account. I ran out of my medication on Wednesday and I have prescription medication that is shipped to me monthly and I have to wait until my account is unfrozen for that to be shipped to me. Again, I expected a hold on the actual check that was deposited but not expecting my health or life to be affected because of the banks stupidity. I would upload my documents for this check but it has a lot of personal information on it. I did submit it to the bank, after learning that my account was frozen and they still said it would take three days to unfreeze my accounts. I also would like to add that I feel like I have been treated like a criminal throughout this process for no reason.
Business response
05/30/2024
Please find attached a copy of our response. The letter (text below) and any listed enclosure(s) were sent via mail to the address listed on our response.
***** ****
**** ******** *****
****** ** *****

Date: May 30, 2024
Account: *********

Regarding Your Checking Account

Dear ***** ****:

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

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.

Fifth Third strives to meet your financial needs while balancing a commitment to responsible
banking practices and limiting possible risk to the Bank and all its depositors. In support of this
commitment, we reserve the right to review your account activity. We also reserve the right to
close the account of any customer. This was disclosed to you in our Deposit Account Rules and
Regulations on page six (6), which was provided to you at account opening. An additional copy
of this document is enclosed for your review and convenience.

We have thoroughly reviewed your concern regarding the hold on your checking account ending
in ****. On May 22, 2024, a check deposit was made for $36,186.00. Due to the suspicious
deposit, Bank Protection placed a hold on your account. The purpose of this hold was to cease
account activity and facilitate the closure of your accounts within thirty (30) days. Please be
assured that the hold is not intended to cause you any frustration but rather to ensure that
additional debits are unable to process through the account. Ceasing the account activity allows
us to ensure that the account(s) can be closed, and any remaining funds dispersed as quickly as
possible back to you. A closure notice was sent to you on May 22, 2024. which informed you of
the hold on the account and that the account would be closed within thirty (30) days. I have
enclosed a copy of this letter for your records. After additional review and verifying the information
you provided, the hold was removed, and your funds were made available on May 24, 2024. I can
also confirm that your account may remain open and is currently active.

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

Sincerely,

Lana H
Office of the President

Pc: Better Business Bureau

Enclosed: Deposit Account Rules and Regulations, Notice of Account closure
Initial Complaint
05/20/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Fifth Third Bank began charging a $5 maintenance fee on an account that I have not used and initially had $20 in it. The company called me to notify that my account was in the negative and it was due to a fee that began in February. I asked the representative to close the account and she said she could not do it over the phone and I would have to go to a branch. The reason I do not use the bank often if because it is inconvenient for me to go there. I have a life and career that keeps me busy and making an unnecessary trip to a bank to close an account that I no longer use that is only negative because of this new fee they charge, is unjust and unfair. The woman I spoke to again today about the account threatened to turn my -$6 to a collection agency, for $6. Something has to be done to these big companies that take advantage of the little guy and continues to get richer and richer from the poor and middle class citizens.
Business response
05/24/2024
Please find attached a copy of our response. The letter (text below) and any listed enclosure(s) were sent via mail to the address listed on our response.

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

Date: May 24, 2024
Account: *********

Regarding Your Express Banking Account

Dear **** *****:

We received a copy of the complaint you filed with the Better Business Bureau regarding your
Fifth Third Express Banking 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 in response to the concerns you have
shared. Please be assured we have thoroughly reviewed your concern regarding the service fees
you were charged, as well as your request to close your overdrawn account. Per our conversation
on May 20, 2024, I was able to waive the negative balance of $6.40, and then closed your
checking account ending in **** per your request. Regarding your frustration with the fees that
were charged, I have enclosed your December statement for your records. On page two (2) of
the statement you will see information regarding the service fees that were set to begin February
1, 2024. I regret any misunderstanding that may have occurred, as it was not our intention to
cause you any hardship. I hope this letter meets your satisfaction and resolves your need.

Your comments expressing less than quality service are very concerning and we regret the
difficulties you experienced when discussing this matter with the Bank previously. Please be
assured we have researched this matter fully, and passed on your concerns to the relevant parties
within the Bank. At Fifth Third Bank, we strive to provide an exceptional experience to our
customers with each interaction, and I am sorry we did not meet these expectations. I also want
you to know that customer feedback is reviewed by our senior and executive management teams
as part of our ongoing commitment to improving our customers’ satisfaction.

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

Sincerely,

Lana H
Office of the President

Pc: Better Business Bureau

Enclosed: December Statement

Customer response
05/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *****

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