ComplaintsforFifth Third Bank

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Initial Complaint
06/11/2024
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 was shocked when I reviewed my credit report and found late payment on the dates below: December 2022; October 2023; and January 2024 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me. I was billed incorrectly under the provisions of **** ** *** ****** ****** I do ask in light of the good standing relationship we have that you remove this 30 day late from my credit report and refund any late fees assessed on my account. I do not believe it is accurate and would rather not have to spend more time than necessary for both of us to resolve this situation. I appreciate your help regarding this and look forward to keep having the positive experience that I have had with you in the past.
Business response
06/27/2024
Please find attached a copy of our response. The letter (text below) and any listed enclosure(s) were sent via mail to the address listed on our response.
***** *******
** ****** ******
******** ** *****

Date: June 27, 2024
Account: *********

Regarding Your Mortgage Loan

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

We received a copy of the complaint you filed with the Better Business Bureau concerning 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 or frustration
this matter may have caused you. Please be assured we have researched this matter fully, and passed
on your concerns to the relevant parties within the Bank. I also want you to know that customer
concerns are reviewed by our senior and executive management teams as part of our ongoing
commitment to our customers’ satisfaction.

We have completed our review of the payment history for your mortgage loan. Enclosed is a copy of
your payment history for your review. 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:

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

Additionally, our review found that you are enrolled to receive monthly statements via USPS. Each
month your statements are automatically printed and mailed to you at the address listed above. We
confirmed that statements were mailed to you on the months in question. Our records also indicate that
you requested to receive paperless statements, but have not logged into 53.com or the mobile app to
confirm your request. Until that is completed, you will continue to be mailed monthly statements. It
should be noted that whether or not you receive paper statements, your monthly statement is always
available on 53.com or the mobile app, the day it is created. Furthermore, a call with Nilton Resende on
February 6, 2024, advised the Bank that the payment was missed because he was out of the country
and failed to set up the Auto BillPayer service prior to leaving. While no Bank error has been found, in
the name of customer service we have requested that one late fee in the amount of $67.40 be waived
for you. We can also confirm that this loan has not yet been enrolled in our Auto Billpayer service. If you
are interested in enrolling in Auto BillPayer, you may contact them at ###-###-####. They are available
Monday through Friday, 8 a.m. to 5 p.m., ET.

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,

Susie M.
Office of the President

Pc: Better Business Bureau

Enclosure: Payment History
Initial Complaint
06/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have accounts with Fifth Third bank. I was offered higher interest rate, but I got cheated. I called the person who offered the rate. He gave me partial credit. Now he's not returning my phone call or emails. Bank still owes me $419 in interests.
Business response
07/11/2024
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: July 11, 2024
Account: *********

Regarding Your Relationship Money Market Account

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

We received a copy of the complaint you filed with the Better Business Bureau concerning your Relationship
Money Market account. 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 the level of service you received from
our **** *** ********** Financial Center. Please be assured Fifth Third Bank takes these matters seriously,
and we strive to provide an exceptional experience to our customers. After receiving your feedback, I
forwarded it to the relevant parties in our **** *** ********** Financial Center who thoroughly researched this
matter. 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. However, I cannot inform you of any
specific internal actions that may be taken.

We conducted a complete review of your account ending in ****. It was found that your account was opened
with promo code ********, which stipulated a rate of 4.53% Annual Percentage Yield (APY) from account
opening through September 1, 2023. A copy of the promotion’s Terms and Conditions is enclosed for your
records and review. However, it was found that the banker misinformed you verbally that the promotional rate
would be 5.00% APY. This was brought to the Bank’s attention after the fact and your account was credited
$542.41 on January 16, 2024, for the difference in interest earned for the months of July, August, and
September 2023.

The employee who was assisting you with this matter at the branch is no longer with the Bank. Therefore, we
submitted an additional request for the rest of the promotional period. On July 8, 2024, you account was
credited in the amount of $431.24 for the months of October, November, and December 2024. Despite the
promotional period having ended, your account is still earning 5.00% APY at this time, as a courtesy. Please
note that the interest rate is subject to change at any time. For the current rate on your account, as well as
available rates in your region, you can reach out to your local banking center.

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,

Susie M.
Office of the President

Pc: Better Business Bureau

Enclosure: Terms and Conditions
Customer response
07/11/2024
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.
Adding to this, the bank responded that the employee verbally offered wrong rate. NO he did the right thing to compete with another bank because that bank was offering me 5%, so he kept me as customer by matching the rate.

Regards,

********* ***
Initial Complaint
06/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My account is currently in the negative by 400 due to fees from my bank. Since Jan 1, all my charges has been removed from account to minimize fees because I was using my advance. I was locked out my account in March 2024 due to being robbed and the money was recovered two weeks later after fees from other companies had already been applied . I have had to replace my phone and my tablet with a new company. Still have to pay my old carrier off and still have to pay my rent. My bank knows this because I keep them informed. Before getting robbed I was in a car accident. Last month , my roommate moved out and my phone is off because I made sure I had a place to work because I work from home . Just letting you know of my hardship. I understand that y’all reversal my fees in the past but y’all don’t understand the impact of my account being in the negative. I can’t live or pay my bills. I couldn’t when y’all first took out the fees in 2023 and I had to write to the corporate to get it back. I’m just trying to get on my feet. I don’t need another bill as high as 400 from my bank. I got to pay 700 to *******, 1850 to my landlord, I’m paying back rent 203 and 198.09 that is coming out each month. Had to pay first and last which was $3300. So I don’t have the money to clear out my account and the fees will just keep stacking up. For the past four months I only been able to borrow $930 or 920 and pay y’all back 1030 each time. 30*4 is 120 and the charges on my account equals up to $111+37= 148. So if I was able to borrow the full 1000 of my advance then I would not be in the negative. A bank that you can’t earn money from.I don’t understand why I was charged the $148 when all my charges are usually declined and have been since Jan of this year! But only when I’m using my advance. Please explain the rules of how an account will operate with and without using my advance. $180 for 6mos / $148 in fees. Is this a way to still collect a fee from me?
Business response
06/17/2024
Please find attached a copy of the letter being mailed to the customer. This letter (text below) and any listed enclosures have been mailed to the customer address on file. Thank you.
******* * *****
*** * **** **
******* ** *****
Date: June 17, 2024
Regarding Your Fifth Third Momentum Checking Account
Dear ******* * *****:
We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding your Momentum Checking account. We appreciate the time you have taken to document your thoughts regarding this matter.
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.
I would like to assure you that our overdraft fee is not intended to cause you any hardship and I apologize for any inconvenience it may have caused. Our service fees including overdraft fees are competitive with the rest of the banking community. On June 6, 2024, an overdraft notice was sent to inform you that the available balance in your account was not enough to cover all recent charges and your ending available balance was -(13.44). Additionally, your account was assessed a $37.00 overdraft fee making your available balance -(50.44). On June 7, 2024, your ending available balance was -(410.51). On June 10, 2024, you were assessed a $111.00 overdraft fee, and also a returned item in the amount of $203.64 brought your available balance to -(317.87). I have enclosed the overdraft notices for your review.
Furthermore, MyAdvance is an expensive form of credit, it was designed to help our customers meet their short-term borrowing needs for emergencies or unexpected financial needs, it is not intended to be used as a continuous source of funds for basic financial maintenance. Please note, your MyAdvance credit limit is $1,000.00, your credit limit is the total amount of credit that may be advanced on your account. The total balance of any advances you have taken may not exceed your credit limit. I have also enclosed the MyAdvance terms and conditions for your review. If you would like information about less expensive options please visit your local Fifth Third branch, visit 53.com, or call our customer service ###-###-####.

Additionally, I have enclosed the Overdraft Coverage Confirmation that you agreed to at account opening. This states that we authorize and pay overdrafts for checks and other transactions made using your checking number or automatic bill payments at our discretion. We do not authorize ATM transactions or everyday debit card transactions. Also enclosed is the Fifth Third Deposit Account Rules and Regulations. Please reference page seven (7) Overdrafts. An overdraft occurs when the available balance in your account is not enough to cover your payments and purchases or your use of the account. If an Item is presented and the available balance in your account is not enough to cover it, we may either pay the Item (an "overdraft") and charge you an Overdraft Fee or return the Item unpaid which may result in a Returned Item Fee.
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
Enclosed: Rules and Regulations
MyAdvance Terms and Conditions Overdraft Coverage Confirmation

Customer response
06/23/2024
Better Business Bureau:

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

Regards,

******* *****
Initial Complaint
06/09/2024
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 wife and I have been devoted customers for years now, and we have had complications with 5/3 before but need assistance. Previously we have attempted to pay our loan as required online in the app which didn't go through and added up over time, negatively affecting our credit without our knowledge over the past year. As we attempted to double check that the payment went through last month of May, we cannot login to our account and cannot reach anyone regarding assistance to fix it. We have attempted to resolve these matters on multiple occasions before but with little to no avail and were blamed for the late payments even though it involved technical issues from your own app. We know it was the app as it happened on multiple occasions, in which we were shrugged off when seeking help. As loyal customers, we are highly offended by this issue and would appreciate support to resolve the matter as well as assistance to transfer the loan to a new bank if that is a possibility.
Business response
06/12/2024
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 12, 2024
Account: *********

Regarding Your Installment Loan

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

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

On behalf of the Bank, please accept my sincere apologies for any inconvenience 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 our review of the payment history for your installment loan. Enclosed is a copy of
your payment history for your review. 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:

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

Additionally, please note, we provide multiple options for you to make payments to your installment loan.
You may visit our website at 53.com to make a payment with no charge, or per the statements that are
mailed to you at the address above I have also enclosed for your records, you may call our service
professionals at ###-###-#### or mail your payment to the address below.

Fifth Third Bank
PO Box 630778
Cincinnati, OH 45263-0778
You may also want to consider electronic payments through Auto BillPayer. Auto BillPayer will transfer
your payments on time each month from your checking account to your installment loan at no additional
charge. Many of our customers appreciate the convenience of Auto BillPayer, which eliminates the need
for making manual payments each month and helps to avoid late payments. If you are interested in
enrolling in Auto BillPayer, you may contact them at ###-###-####. They are available Monday through
Friday, 8 a.m. to 5 p.m., ET.

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

Sincerely,

Nathan G
Office of the President

Pc: Better Business Bureau
Initial Complaint
06/08/2024
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.
Fifth Third is miss leading me with my checking account. I have a negative $111.83 on my account on June 6 2024 which they give you a grace period to pay. Until June 7th 11:59pm. I have transferred money of $140 dollars on June 7th around 11 am . So the balance is now positive $29. I bought some food with the balance that I have and made it down to positive $10. I wake the morning of JUNE 8 2024 and my account is negative $39 . They are miss leading me to how much exactly in my account. I think there is a hidden transaction or transactions they are not showing so they can collect $37 overdraft fee. I happened to me a lot. I will start taking pictures and saving documents to prove of their miss leading transactions. Thank you! ***** ******
Business response
06/26/2024
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 26, 2024
Account: *********

Regarding Your Fifth Third Momentum Checking Account

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

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

On behalf of the Bank, please accept my sincere apologies for any inconvenience 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 records show that you have the Fifth Third Momentum Checking account, which has no monthly service
fees or minimum balance requirements. It also offers a service called Extra Time, which allows you additional
time to make a deposit and avoid an overdraft fee. With Extra Time, as long as you bring your account to a zero
(0) balance before midnight on the business day after your account is overdrawn, you can avoid overdraft
charges. Enclosed is a copy of our Welcome Kit that you would have received when your account was originated
that discusses the Momentum Checking account and Extra Time.

When the Bank completes overnight processing, there is a sequence we follow:

• Add in Credits
• Deduct Pending Debits
• Deduct Posted Timestamped Debits (Oldest to Most Recent)
• Deduct Posted Batch Debits (Smallest Amount to Largest Amount)
• Deduct Fees and Service Charges (Largest Amount to Smallest Amount)

Additionally, our records show that when you use your debit card, if there are not available funds at the time your
card is ran through, your card will decline.

At the end of the business day on June 5, 2024, your account balance was $555.73. In processing for June 6,
2024, we first reviewed the incoming credits. Please note, there is a cut-off time of 9 p.m., ET, for transfers
between deposit accounts. Funds that are transferred after the cut-off time but prior to 11:59 p.m., ET, will be
available to cover items that post to the account that business day. On June 6, 2024, the following deposits were
credited to your account:

Date Deposit Description Amount
June 6, 2024 Interbank Transfer ********** $70.00
****** **
June 6, 2024 5/3 Online Transfer from Savings# $100.00
****
June 6, 2024 5/3 Online Transfer from Savings# $100.00
****
June 6, 2024 5/3 Online Transfer from Savings# $50.00
****
June 6, 2024 5/3 Online Transfer $20.00
June 6, 2024 5/3 Online Transfer $20.00
June 6, 2024 5/3 Online Transfer $20.00
June 6, 2024 5/3 Online Transfer $50.00
June 6, 2024 5/3 Online Transfer $50.00
June 6, 2024 5/3 Online Transfer $50.00
June 6, 2024 5/3 Online Transfer $50.00
June 6, 2024 5/3 Online Transfer $50.00
June 6, 2024 5/3 Online Transfer $50.00
June 6, 2024 5/3 Online Transfer $30.00
June 6, 2024 5/3 Online Transfer $10.00
June 6, 2024 5/3 Online Transfer $10.00
June 6, 2024 5/3 Online Transfer $10.00
June 6, 2024 5/3 Online Transfer $10.00

Your updated available balance after the deposits was $1,295.73. We then deducted your pending debits:

Date Withdrawal Description Transaction Amount Available Balance
June 3, 2024 ***** **** ******* *** $4.00 $1,291.73
June 5, 2024 *** ** ****** $76.41 $1,215.32
June 6, 2024 ********** $15.00 $1,200.32
June 6, 2024 ********** $25.00 $1,175.32
June 6, 2024 ************* $3.40 $1,171.92
June 6, 2024 Pre-Authorization Debit $10.00 $1,161.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $10.00 $1,151.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $20.00 $1,131.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $20.00 $1,111.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $50.00 $1,061.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $30.00 $1,031.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $10.00 $1,021.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $50.00 $971.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $10.00 $961.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $50.00 $911.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $50.00 $861.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $50.00 $811.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $20.00 $791.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $50.00 $741.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $50.00 $691.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $50.00 $641.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $50.00 $591.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $50.00 $541.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $8.00 $533.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $20.00 $513.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $20.00 $493.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $20.00 $473.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $30.00 $443.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $50.00 $393.92
at *****************,
****** ****, ** From
Card# ****
June 6, 2024 Pre-Authorization Debit $20.00 $373.92
at *******, ****** ****,
** From Card# ****
June 6, 2024 5/3 Online Transfer to $100.00 $273.92
Savings# ****
June 6, 2024 Pre-Authorization Debit $50.00 $223.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $50.00 $173.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $30.00 $143.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $10.00 $133.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $10.00 $123.92
at **********, ******,
** from Card# ****
June 6, 2024 Pre-Authorization Debit $10.00 $113.92
at **********, ******,
** from Card# ****

Your updated available balance was $113.92. We then deducted your posted withdrawals:

Date Withdrawal Description Transaction Amount Available Balance

June 5, 2024 Debit Card Purchase at $10.00 $103.92
********** from Card#
****
June 5, 2024 Debit Card Purchase at $10.00 $93.92
********** from Card#
****
June 5, 2024 Debit Card Purchase at $10.00 $83.92
********** from Card#
****
June 5, 2024 Debit Card Purchase at $10.00 $73.92
********** from Card#
****
June 5, 2024 Debit Card Purchase at $20.00 $53.92
********** from Card#
****
June 5, 2024 Debit Card Purchase at $10.00 $43.92
********** from Card#
****
June 5, 2024 Debit Card Purchase at $10.00 $33.92
********** from Card#
****
June 5, 2024 Debit Card Purchase at $20.00 $13.92
********** from Card#
****
June 5, 2024 Debit Card Purchase at $10.00 $3.92
********** from Card#
****
June 5, 2024 Debit Card Purchase at $10.00 ($6.08)
********** from Card#
****
June 5, 2024 Debit Card Purchase at $20.00 ($26.08)
********** from Card#
****
June 5, 2024 Debit Card Purchase at $20.00 ($46.08)
********** from Card#
****
June 5, 2024 Merchant Payment $20.95 ($67.03)
Oregon Market from
Card# ****
June 6, 2024 Merchant Payment $3.53 ($70.56)
**** from Card# ****
June 6, 2024 Merchant Payment $2.28 ($72.94)
**** from Card# ****
June 6, 2024 Merchant Payment $13.99 ($86.83)
**** from Card# ****
June 6, 2024 Web Initiated Payment at $25.00 ($111.83)
******* *** ****** ***

Your available balance at the of the day on June 6, 2024, was overdrawn ($111.83). As stated on the Overdraft
Notice dated June 7, 2024, if you did not bring your account balance to at least a zero ($0.00) balance before
midnight (ET) on that business day, you would be assessed an overdraft fee in the amount of $37.00 for the
transaction for ******* *** ****** *** in the amount of $25.00. We also made note on the notice that in bringing
your account to at least a zero ($0.00) balance to keep in mind any items that have not posted to your account,
such as checks or recurring payments, are not included in the balance.

On June 7, 2024, your beginning account balance was $649.98. The following incoming credits processed:

Date Deposit Description Amount
June 6, 2024 5/3 Online Transfer from Savings# $20.00
****
June 6, 2024 5/3 Online Transfer from Savings# $20.00
****
June 6, 2024 5/3 Online Transfer from Savings# $20.00
****
June 6, 2024 5/3 Online Transfer from Savings# $50.00
****
June 6, 2024 5/3 Online Transfer from Savings# $50.00
****
June 6, 2024 5/3 Online Transfer from Savings# $50.00
****
June 6, 2024 5/3 Online Transfer from Savings# $50.00
****
June 6, 2024 5/3 Online Transfer from Savings# $50.00
****
June 6, 2024 5/3 Online Transfer from Savings# $50.00
****
June 6, 2024 5/3 Online Transfer from Savings# $30.00
****
June 6, 2024 5/3 Online Transfer from Savings# $10.00
****
June 6, 2024 5/3 Online Transfer from Savings# $10.00
****
June 6, 2024 5/3 Online Transfer from Savings# $10.00
****
June 7, 2024 Interbank Transfer ********** $141.20
****** **
June 7, 2024 5/3 Online Transfer from Savings# $250.00
****

Your updated available balance was $1,461.18. We then deducted your pending debits:

Date Withdrawal Description Transaction Amount Available Balance

June 7, 2024 Pre-Authorization at $54.00 $1,407.18
********** ****** ** on
Card# ****
June 7, 2024 Pre-Authorization at $100.00 $1,307.18
********** ****** ** on
Card# ****
June 7, 2024 Pre-Authorization at $100.00 $1,207.18
********** ****** ** on
Card# ****

Your updated available balance was $1,207.18. We then deducted your posted withdrawals:

Date Withdrawal Description Transaction Amount Available Balance
June 6, 2024 Debit Card Purchase at $86.41 $1,120.77
*** ** ****** from
Card# ****
June 6, 2024 Debit Card Purchase at $15.00 $1,105.77
********** from Card#
****
June 6, 2024 Debit Card Purchase at $10.00 $1,095.77
********** from Card#
****
June 6, 2024 Debit Card Purchase at $25.00 $1,170.77
********** from Card#
****
June 6, 2024 Debit Card Purchase at $3.40 $1,067.37
************* from
Card# ****
June 6, 2024 Debit Card Purchase at $12.00 $1,055.37
****** ** from Card#
****
June 6, 2024 Debit Card Purchase at $10.00 $1,045.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $10.00 $1,035.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $20.00 $1,015.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $20.00 $995.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $50.00 $945.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $30.00 $915.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $10.00 $905.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $50.00 $855.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $10.00 $845.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $50.00 $795.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $50.00 $745.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $50.00 $695.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $20.00 $675.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $50.00 $625.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $50.00 $575.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $50.00 $525.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $50.00 $475.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $50.00 $425.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $8.00 $417.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $20.00 $397.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $20.00 $377.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $20.00 $357.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $30.00 $327.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $50.00 $277.37
******* from Card#
****
June 6, 2024 Debit Card Purchase at $20.00 $257.37
******* from Card#
****
June 6, 2024 5/3 Online Transfer to $100.00 $157.37
Savings# ****
June 6, 2024 Debit Card Purchase at $50.00 $107.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $50.00 $57.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $30.00 $27.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $10.00 $17.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $10.00 $7.37
********** from Card#
****
June 6, 2024 Debit Card Purchase at $10.00 ($2.63)
********** from Card#
****
June 7, 2024 Overdraft Fee $37.00 ($39.63)

Your available balance at the of the day on June 7, 2024, was overdrawn ($2.63). As stated on the Overdraft
Notice dated June 7, 2024, if you did not bring your account balance to at least a zero ($0.00) balance before
midnight (ET) on that business day, you would be assessed an overdraft fee in the amount of $37.00 for the
transaction for ******* *** ****** *** in the amount of $25.00. As it was not at a zero ($0.00) balance, your
account was assessed the $37.00 overdraft fee, updating the available balance to a negative ($39.63).

On June 10, 2024, your beginning account balance was $214.37. The following incoming credits processed:

Date Deposit Description Amount

June 8, 2024 5/3 Online Transfer from Savings# $200.00
****
June 8, 2024 5/3 Online Transfer from Savings# $100.00
****
June 8, 2024 Interbank Transfer ********** $100.00
June 8, 2024 5/3 Online Transfer from Savings# $170.00
****
June 8, 2024 5/3 Online Transfer from Savings# $14.00
****
June 8, 2024 5/3 Online Transfer from Savings# $10.00
****
June 9, 2024 5/3 Online Transfer from Savings# $5.00
****

Your updated available balance was $813.37. We then deducted your posted withdrawals:

Date Withdrawal Description Transaction Amount Available Balance
June 7, 2024 Debit Card Purchase at $16.92 $796.45
****** ****** from
Card# ****
June 7, 2024 Debit Card Purchase at $54.00 $742.45
www.******** from Card#
****
June 7, 2024 Debit Card Purchase at $100.00 $642.45
www.******** from Card#
****
June 7, 2024 Debit Card Purchase at $100.00 $542.45
www.******** from Card#
****
June 8, 2024 Debit Card Purchase at $20.00 $522.45
******* ****** from
Card# ****
June 8, 2024 Debit Card Purchase at $25.00 $497.45
******* ****** from
Card# ****
June 8, 2024 Debit Card Purchase at $20.00 $477.45
******* ****** from
Card# ****
June 8, 2024 Merchant Payment Shell $10.00 $467.45
Service from Card# ****
June 8, 2024 Debit Card Purchase at $20.00 $447.45
******* ****** from
Card# ****
June 8, 2024 Debit Card Purchase at $20.00 $427.45
******* ****** from
Card# ****
June 8, 2024 Debit Card Purchase at $25.00 $402.45
******* ****** from
Card# ****
June 8, 2024 Debit Card Purchase at $15.00 $387.45
******* ****** from
Card# ****
June 8, 2024 Debit Card Purchase at $20.00 $367.45
******* ****** from
Card# ****
June 8, 2024 Debit Card Purchase at $20.00 $347.45
******* ****** from
Card# ****
June 8, 2024 Debit Card Purchase at $20.00 $327.45
******* ****** from
Card# ****
June 8, 2024 Debit Card Purchase at $20.00 $307.45
******* ****** from
Card# ****
June 8, 2024 Debit Card Purchase at $20.00 $287.45
******* ****** from
Card# ****
June 8, 2024 Debit Card Purchase at $20.00 $267.45
******* ****** from
Card# ****
June 8, 2024 Debit Card Purchase at $20.00 $247.15
******* ****** from
Card# ****
June 8, 2024 Debit Card Purchase at $40.00 $207.15
******* ****** from
Card# ****
June 8, 2024 Debit Card Purchase at $20.00 $187.45
******* ****** from
Card# ****
June 8, 2024 ****** Withdrawal from $168.99 $18.46
Card# ****
June 8, 2024 Debit Card Purchase at $20.00 ($1.54)
******* ****** from
Card# ****
June 8, 2024 Debit Card Purchase at $10.00 ($11.54)
******* ****** from
Card# ****
June 9, 2024 Debt Card Purchase at $5.00 ($16.54)
*******
June 10, 2024 Non-5/3 Cash Withdrawal $3.50 ($20.04)
Fee

Your available balance at the end of the day on June 10, 2024, was overdrawn ($20.04).

On June 11, 2024, there was an ATM Deposit in the amount of $40.00. This updated your balance to $19.96. A
debit card purchase at **** ******* **** from card# **** posted in the amount of $6.00. This updated your
account and available balance to $13.96.

We value your relationship with the Bank, and because we empathize with the difficulties you experienced, we
reversed fees totaling $74.00 on September 12, 2023, in the interest of customer service. As no bank error has
occurred, we are not willing to waive additional fees at this time. We regret any difficulty this may cause you.

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

Sincerely,

Tracy K
Office of the President

Pc: Better Business Bureau

Enclosures: Welcome Kit, Overdraft Notices
Initial Complaint
06/07/2024
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.
So I have 3 dispute case numbers from 1 company which was an online casino named ************ I filed the dispute because the company totally scammed me after I won and tried to withdrawal. Doing some research the company is off shore and they’re a total scam, they don’t have a gaming license here in the US and have scammed many people I filed a dispute with fifth third bank 2 dispute numbers are still under investigation (#******** and #********) 1 case number has been closed and they denied my dispute (#********) I have evidence proving ************ is a scam, also what is suspicious about ************ is that they literally use different merchant names on all their transactions when making a deposit with them. I have tried contacting fifth third to give me an explanation on why the case closed in their favor (because I doubt the merchant even responded to the dispute because they’re not even licensed) Fifth third customer service told me I can’t speak to the investigators of the dispute. I asked to reopen my claim. (#********) right now it’s reopened for the 3rd time. I want a dispute investigator to give me a call and do a proper investigation on ************ Even if they have to deposit on their site just to see that it’s a scam and also they should see that the merchants name is different with them everytime. I need my money back asap and a proper investigation to be done. It doesn’t seem like fifth third bank is even doing an investigation at all. Because I should have won the case and I provided my evidence. ************ doesn’t even have a number to contact so I truly doubt they ever even contacted them, ************ is literally an offshore casino without a US license and is running their business illegally. So why is fifth third bank allowing an illegal service to scam me and letting them keep my money I had no idea the service was illegal or a scam until I got scammed and wasn’t paid my winnings. I’ll be attaching evidence
Business response
06/20/2024
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 20, 2024
Account: *********

Regarding Your Checking Account

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

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

Please be assured we have thoroughly reviewed your concern regarding your denied dispute. Our research
confirms that your disputes were opened April 30, 2024, and were originally denied May 2, 2024, as they were
determined to be valid transactions. I have enclosed the denial letter you were previously sent for your records.
Additionally, we are able to confirm that two (2) temporary credits were issued to the account on May 10, 2024, in
the amount of $1,054.06 and $1,056.83, when the cases were reopened for an additional review of your dispute. A
letter was mailed for each case upon their reopening May 10, 2024, I have also enclosed these for your records.
Furthermore, we are able to see the third dispute case that you discussed with the Bank, and have confirmed that
it was closed as it was opened in error. This is because the associated dispute is being worked via the other open
cases. I regret any misunderstanding that may have occurred associated with this process. If you would like to
contact our Dispute Resolution Department with any questions regarding your cases, they can be reached at ###-
###-####, Monday through Friday, 7 a.m. to 6 p.m., and Saturday, 10 a.m. to 5 p.m., ET.

Our records indicate that all funds credited to your account associated with the dispute cases, including the
temporary credits, were withdrawn, and the account was closed on May 20, 2024. Please note that if the credit is
reversed after the account has been closed, it will reopen the account and the balance will be owed, if applicable.

Thank you for your patience while we researched this matter. 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

Enclosed: Dispute Letters (3)

Pc: Better Business Bureau
Customer response
06/21/2024
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,

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

you guys clearly aren’t reading what I’m saying. THE TRANSACTIONS WERE NOT VALID!! I got scammed. You guys must reopen all 3 cases and do a proper investigation
Business response
06/24/2024
Please find attached a copy of our response. The letter (text below) and any listed enclosure(s) were sent via mail to the address listed on our response.
****** *******
*** ****** ***** ****
******** ******** ** *****

Date: June 24, 2024
Account: *********

Regarding Your Checking Account

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

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

We initially received a copy of this complaint on June 8, 2024, dated June 8, 2023. We received a similar
correspondence from you on June 21, 2024. Based on the information requested in the most recent letter
we stand by the response conveyed to you in the June 20, 2024, letter. I have enclosed a copy of that prior
correspondence for your review. Our position on this matter has not changed.

We strive to provide professional and accurate information to our customers, and apologize for any
inconvenience this may have caused 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,

Lana H
Office of the President

Enclosure (1): Previous Response Letter

Pc: Better Business Bureau
Customer response
06/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I’m still waiting on you guys to do a proper investigation on the disputed cases and refund me my money back that I’ve been scammed out of

Regards,

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

Business response
06/27/2024
Please find attached a copy of our response. The letter (text below) and any listed enclosure(s) were sent via mail to the address listed on our response. Please note that there was no new information provided and we will not be responding further.

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

Date: June 27, 2024
Account: *********

Regarding Your Checking Account

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

We received a copy of the rebuttal you filed with the Better Business Bureau regarding your Momentum
Checking account. We appreciate the time you have taken to document your thoughts and concerns
regarding this matter.

We initially received a copy of this complaint on June 8, 2024. We received a similar correspondence from
you on June 21, 2024. Based on the information requested in the most recent complaint we stand by the
response conveyed to you in the June 21, 2024, letter. After an additional review of your complaint and
supporting documentation, it does not appear the Bank can assist you further. We stand by the information
provided to you in the response dated June 21, 2024. A copy is enclosed. Further correspondence from
you about this matter will be reviewed but not necessarily acknowledged unless new information is provided
which can be acted upon. After multiple communications with you on this topic, we consider this issue
closed.

We strive to provide professional and accurate information to our customers, and apologize for any
inconvenience this may have caused you. If I could be of further assistance to you, please call me at 616-
653-9305, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 5 p.m., ET.

Sincerely,

Lana H
Office of the President

Enclosure (1): Previous Response Letter

Pc: Better Business Bureau
Customer response
06/27/2024
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.

Lana, I literally showed you guys evidence that I got scammed. Can you guys send me the merchant response??? I’d like you guys to put me on a a 3 way call with the merchant. Because I can’t even get a hold of them. You guys are literally giving my money to a company that’s a scam
Regards,

****** *******
Initial Complaint
06/07/2024
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.
Dear Sirs, my name is ***** ******, I opened an account with Fifth Third Bank. This was for a Secured Credit that I was approved for and I deposited $300.00 to begin building my credit. Once I received my credit card in the mail I began using the card. After making a few payments on the card and reviewing my account I noticed out of town **** **** charges made to my account. I reported this to my Bank as Fraud. The Bank stated that they would close the account and reissue a new card with a new account, Before the new card was issued someone was continuing using the account number to make purchases. I reported this to my Bank. I asked my Bank to close my account . The Bank stated to me that this would Not affect my credit scores. In the month of 03/17/2024 I had No credit card but I received a Bank statement with more **** **** transactions and late fee charges. I then visited the Bank, spoke with a Banker and was reassured that the account was being closed and the late fees would be waived. As of this dated Iam still being report with the credit bureau as delinquent late payments. I would like to resolve this matter because it has greatly affected my credit score.
Business response
06/27/2024
Please find attached a copy of our response. The letter (text below) and any listed enclosure(s) were sent via mail to the address listed on our response.

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

Date: June 27, 2024
Account: *********
Account: *********

Regarding Your Secured Credit Card

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

We received a copy of the complaint you filed with the Better Business Bureau concerning your Secured
Credit Card. 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.

We thoroughly reviewed the payment history for your Secured Credit Card associated with your concerns
surrounding the remaining balance owed and your disputed transactions. For your review, I have
enclosed the last seven (7) Secured Card statements. The following is a summary of your credit cards
since filing your first dispute on your credit card ending in ****:

• Two (2) transactions in the amount of $24.24 and $22.27 that posted to your credit card ending in
**** were disputed.
• The card ending in **** was closed and the balance of $291.88 was moved to the replacement
card ending in ****.
• On January 4, 2024, a final credit for the disputed transactions totaling $46.51 was issued to the
card ending in ****. Interest charges totaling $0.24 were also waived on January 4, 2024.
• An additional dispute claim was opened to dispute the charge of $19.96 that posted to your card
ending in ****.
• Your card ending in **** was closed and replaced by the card ending in ****.
• A final credit of $19.96 was issued to your card ending in **** on February 1, 2024.
• You filed another dispute for the transaction in the amount of $36.48 that posted to your card
ending in ****.
• The card ending in **** was closed and replaced by the card ending in ****.
• A final credit of $36.48 was issued to your card ending in **** on February 15, 2024.

After the credits were issued to your card, your balance owed on March 17, 2024, was $234.68 with a
minimum balance due of $70.00.

Our review has confirmed that your Secured Card ending **** was revoked on April 4, 2024, and
$296.15 from saving account ending **** was used to offset the balance at that point. We have also
confirmed that our Dispute Resolution Department advised you that you would not be responsible for the
disputed charges while the disputes were ongoing; however, you were still responsible for the balance
from the undisputed charges.

Regarding your request to have the information associated with the payment history for this account
updated with the credit reporting agencies, our review determined that the information provided is
accurate. We regret any frustration this may cause you; however, we are required to report accurate
information to the credit reporting agencies, and we cannot accommodate your request to correct prior
negative reporting. If you would like to contact the credit reporting agencies directly, their contact
information can be found below:

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

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,

Susie M.
Office of the President

Enclosure: Secured Credit Card Statements (7)

Customer response
06/27/2024
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,

***** * ******
Initial Complaint
06/05/2024
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 want these wrong accounts on my credit file checked and fixed. According to the Fair Credit Report Act, I should get $1000 for each error. FCRA 605B says to report wrong accounts on credit files.
Business response
06/12/2024
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 12, 2024
Account: *********

Regarding Your Secured Mastercard

Dear ***** ****:

We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding
your account validation request. We appreciate the time you have taken to express your concerns
in this matter.

A review of our records reflects that on April 27, 2018, we received your application for a Secured
Mastercard. Enclosed are copies of your last three (3) account statements and your application
for your records. If after you review the enclosed documents, you find that the account is incorrect,
please forward specific details regarding the information you are disputing, including an
explanation of the basis for the dispute and any supporting documentation, to the following
address:

Fifth Third Bank
5050 Kingsley Drive
Mail Drop: 1MOCOP
Cincinnati OH 45263

Alternatively, you can fax this information to my attention directly at ###-###-####.

Furthermore, your account ending in **** was charged off on October 20, 2020, due to
nonpayment. Please note, we are required to report accurate information to the credit reporting
agencies. If you would like to contact the credit bureaus directly, their contact information can be
found below:

******* ###-###-####
******** ###-###-####
********** ###-###-####
******* ###-###-####

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,

Nathan G
Office of the President

Pc: Better Business Bureau
Initial Complaint
06/04/2024
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.
On June 4th at around approximately 1-1:30 I went to the ********** ******* 5/3 and deposited $1140 through the ATM drive through. I did not get a receipt so I went inside to get one - basically as soon as I entered and asked about my receipt it was completely dismissed and I was told there was nothing that can be done for $1140 missing as they have nothing to do with the ATM at their branch. I called customer service because that is money for my rent and ended up with the dispute manager Amy who told us our membership did not matter or how long we’ve been members and dismissed our money missing again. We can’t get any answers except no one knows where our money is at. I can’t help but think if I wasn’t African American they would have taken this a little more serious in this day and time. $1140 is a lot of money to just go missing at a 5/3 ATM and NO ONE can help us. Cameras need to be ran and verify I was there depositing money and now our rent is late and we will have $100 late fee. This cannot be acceptable. What bank loses your money and then treats you like crap when you’re asking where did the money go. Please help. This is so concerning and I’m truly shocked at this situation.
Business response
06/28/2024
Please find attached a copy of the letter being mailed to the customer ( text of letter below). Thank you.
********* ****************
**** **** ****** **
********** ** *****

Date: June 28, 2024
Account: *********

Regarding Your 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 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.

Upon receiving your complaints, I contacted our Dispute Resolution Department and confirmed they opened
case number ************ for the Automated Teller Machine (ATM) cash deposit in the amount of
$1,140.00 that was not credited to your checking account. A temporary credit in the amount of $1,140.00
was issued to your account on June 5, 2024. The temporary credit may become a final credit if the dispute
is approved or may be debited from the account if the dispute is denied. Please allow up to ninety (90)
calendar days for resolution. If you have any questions regarding this dispute, please contact our Dispute
Resolution Department directly. They can be reached toll-free at ###-###-####, Monday through Friday, 7
a.m. to 6 p.m., and Saturday, 10 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,

Sydney T.
Office of the President

Pc: ******** ********* ********** ******, Better Business Bureau
Initial Complaint
06/04/2024
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.
May 31, 2024 Dear Mr. S*****, As a veteran, My trial payments have now ended, and I am waiting for the loan modification paperwork. After speaking to James on 5/30/24 and two other individuals on 5/31/24 (4:37pm and 4:43pm), no one from the 5/3 Bank can give me any information on the modification paperwork. I do not want this communication to be a repeat of last time where several people keep passing me along with no answers. I would like to establish one person as point person when needing to discuss my circumstances. Could you please look into this matter and suggest whom I might speak to in the future. Respectfully, **** ******
Business response
06/17/2024
Please find attached a copy of the letter being mailed to the customer (text below). Any listed enclosures were mailed to the customer address on file. Thank you.
**** ******
**** ****** ***
********** ** *****
Regarding Your Mortgage Loan
Date: Account:
June 17, 2024 *********
Dear **** ******:
We received a copy of the complaint you filed with the Better Business Bureau (BBB) regarding your mortgage loan. We appreciate the time you have taken to document your thoughts regarding this matter.
At Fifth Third Bank, we are continuously evaluating the service we are able to provide to our customers. Please be assured that we take your comments very seriously. We sincerely value your feedback as it assists us in delivering first class customer service, which is a priority to us. On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused you.
Our research has determined that the Important Information About Your Loan Modification: Action Required letter, as well as the Loan Modification Agreement were both sent to you at the address above on June 11, 2024. I also have enclosed these for your records.
The loan modification documents must be executed according to the enclosed directions and must be received by the Bank no later than June 26, 2024. If we do not receive the fully executed documents by this date, the loan modification offer will no longer be valid. If you have questions regarding your loan modification offer, please contact us at ###-###-####, Monday through Friday, 8 a.m. to 5 p.m., ET. When returning the documents to the Bank, be sure to use the return envelope that was included within the package sent to you on June 11, 2024. If you misplace or did not receive the return envelope, please follow the enclosed directions, and return the documents as requested to the following address via overnight delivery:
Fifth Third Bank
5001 Kingsley Drive
MD 1MOB17
ATTN: Settlement Team
Cincinnati OH 45227-1114

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
Enclosed: Important Information About Your Loan Modification: Action Required, Loan Modification Agreement

Customer response
06/21/2024
Better Business Bureau:
Please resend documents out ASAP -----------

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