Fifth Third Bank

[redacted] Date: May 22, 2017 Application: [redacted] Regarding Your Recent Loan Application Dear [redacted]: We received a copy of the follow up complaint you filed with the Revdex.com concerning your recent loan application. We appreciate the additional time you have taken to document your thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies if my previous response to you did not address all of your concerns. We regret 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 improving our customers’ satisfaction. Although you did initially visit our [redacted] Financial Center on April 15, 2017, and were assisted by Retail Personal Banker Shari B. at that time, the application was not input into our loan system until April 17, 2017. The application was not input on April 15, 2017, because Ms. B. was unable to enter your application on April 15, 2017 due to system issues. Please also be assured that only one (1) loan application was submitted. When I was researching this matter previously, I contacted Ms. B. and she stated that she called you on April 18, 2017, after she realized that she mistakenly input an application for a Home Equity Loan instead of a Home Equity Line of Credit as you had requested. In response to your follow up complaint, I contacted Ms. B.. Ms. B. stated that you contacted her on April 20, 2017, and that is when she realized that an incorrect loan product was mistakenly selected when she input the loan application. Your statement that you notified Ms. B. of the issue with the loan application is correct. Ms. B. did not become aware of the problem until you brought the matter to her attention. Please accept my sincere apologies that this was not clearly communicated to you in my previous response dated May 9, 2017. A copy of my previous response dated May 9, 2017, is enclosed for your review and convenience. Regarding your request for all of the documents associated with the loan application, as was stated in my previous response to you dated May 9, 2017, the only documents associated with your loan application are the documents you received after Ms. B. input the loan application. They are the documents that you were provided with on April 18, 2017. Although the Bank did receive a copy of your credit report in connection with your loan application, the Bank is unable to provide you with a copy of your credit report because your credit report is not owned by the Bank. Your credit report is property of the credit reporting agencies. For this reason, you would need to contact the credit reporting agencies directly if you would like a copy of your credit report. If you would like to contact the credit reporting agencies directly to request a copy of your credit report, their contact information is below: [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### You may also request a copy of your credit report online by visiting annualcreditreport.com. I will reiterate that we are required by law to retain application materials for an extended period of time, and we must, therefore, deny your request to delete information regarding your application. You may, for instance, review the regulation at 12 CFR 202.12(b) (3) which imposes certain retention obligations on the bank. Please also be assured, as was communicated in my previous response regarding the level of service you received from Ms. B., your concerns were forwarded to the relevant parties at the Bank. Unfortunately, we cannot inform you of any specific actions that might be taken in relation to our employees since any specific actions we may take are only for the Bank’s internal use. Please also be assured that there is no evidence to suggest that the error made by Ms. B. was intentional. Ms. B. simply made a mistake when she input your loan application and selected the incorrect loan product. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Adam P.Office of the President PC: Revdex.com Enclosure: Previous Response Dated May 9, 2017

February 4, 2015 [redacted] Re: Mortgage Loan[redacted] Dear [redacted], We received a copy of the complaint you filed with the Revdex.com and your telephone call to the Bank regarding the fees due and escrow...

account for your mortgage loan. We appreciate the time you have taken to express your thoughts and concerns regarding this matter. Your comments expressing less than quality service are very concerning. On behalf of the Bank, please accept my sincere apologies for any inconvenience or difficulty this situation may have caused you. We strive to provide professional and accurate service to our customers, and we regret if that has not been your experience. On November 6, 20**, fees totaling $[redacted] for your prior Chapter [redacted] (*) [redacted] filing were billed to your mortgage loan. A breakdown for this amount is listed below: - $[redacted] Attorney Costs - $[redacted] From May 2013 to July 2013, three (3) payments in the amount of $[redacted] posted to your mortgage loan. As part of each payment, $[redacted] was applied toward the [redacted] fees noted above. As a result, the outstanding amount due at this time is $680.91. Your mortgage loan is considered past due for payment if the full monthly payment amount is not posted to your account by the due date indicated on your mortgage note and any applicable escrow notices. A full mortgage payment includes your total principal and interest payment due, plus your monthly tax and insurance obligations. The monthly payment for your mortgage loan is due on the first day of each month. If a full payment is not posted to your mortgage loan within the fifteen (15) day grace period, a late charge in the amount of $[redacted] may be assessed. Should your mortgage loan become past due, your account may be subject to late charges, property inspection fees and delinquent payment information reported to the credit bureaus. During that time, we will attempt to notify you via mail and telephone while offering possible assistance options. The total amount due on your monthly statement may vary if any outstanding past due payments or fees remain unpaid. It should also be noted that if we do not receive the total payment amount due for your account, any partial payments that we receive may post to the account in an unapplied state and those funds may be reapplied or returned to you at a later time. Fifth Third Bank, Member[redacted]. Equal Housing Lender. Fifth Third and Fifth Third Bank are registered service marks of Fifth Third Bancorp I have included the following table showing the payments posted to your mortgage loan from November 2013 to September 2014. The highlighted row represents the payment that was posted to your account in an unapplied state. The ‘(L)’ indicates the specified amount was applied toward a late fee. Remaining Late/Property Payment Due Total Unapplied Fee Principal Interest Escrow Inspection Date Date Amount Balance Balance Charges Due [redacted] 
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[redacted] If we receive notification about delinquent tax or insurance obligations on the property during your loan term, we reserve the right to pay those obligations on your behalf as indicated within page 4, item number * of your mortgage agreement. Should this situation occur, we will add those obligation costs to your regular monthly payment amount, and send you the necessary escrow information by mail. In December 2013, the Bank was made aware of delinquent sewer assessments totaling $[redacted] that were due for your property. As a result, payments for the delinquent assessments were disbursed from your escrow account to [redacted] to satisfy the amount due. The response letters sent previously regarding this matter are enclosed for your reference. However, if the assessments in question are discharged or refunded by the county and you provide documentation confirming this, we are willing to credit the amount specified to your escrow account. Fifth Third Bank, Member[redacted]. Equal Housing Lender. Fifth Third and Fifth Third Bank are registered service marks of Fifth Third Bancorp On July 25, 2014, an annual escrow analysis was completed for your mortgage loan. During we confirmed a shortage totaling $[redacted] due to the unexpected disbursements noted above and increased cushion required. Since we did not receive the total shortage by the due date indicated of August 15, 2014, we divided the shortage into [redacted] (**) monthly payments increasing your overall mortgage payment from $[redacted] to $[redacted] effective September 1, 2014. In our prior correspondence dated November 26, 2014, you were given the option to spread the escrow shortage over [redacted] (**) months to reduce the amount required to pay each month. On December 3, 2014, you contacted the Bank and requested that we extend the repayment period for the escrow shortage. Therefore, your monthly payment was reduced to $[redacted] effective for the amount due on September 1, 2014. The table shown below lists the transactions posted to your mortgage loan from October 2014 to January 2015. The highlighted rows indicate funds debited from your unapplied balance or checks we issued because those partial payments were insufficient to return the loan to a current state in accordance with our payment procedures. The ‘(PI)’ represents a property inspection charge. Late/Property Fee Payment Due Total Unapplied Principal Interest Escrow Inspection Balance Date Date Amount Balance Charges Due [redacted] 
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Fifth Third Bank, Member FDIC. Equal Housing Lender. Fifth Third and Fifth Third Bank are registered service marks of Fifth Third Bancorp Late/Property Fee Payment Due Total Unapplied Principal Interest Escrow Inspection Balance Date Date Amount Balance Charges Due [redacted] 
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On December 22, 2014, a corrected escrow analysis was completed for your mortgage loan. Therefore, your monthly payment will increase from $[redacted] to $[redacted] effective for the amount due on February 1, 2015. A copy of this escrow analysis is enclosed for your review. It should be noted that the repayment term for the shortage of $[redacted] shown on your most recent escrow analysis is [redacted] (**) months. If you would like to spread the shortage out over [redacted] (**) months, please contact me at the telephone number shown below. In addition, please be aware that the previously noted [redacted] fees of $[redacted] and late charges of $[redacted], which total $[redacted] are valid and due on your account. Ms. [redacted], please be assured that it was not our intention to cause you any hardship or frustration. We appreciate your feedback as it assists us in identifying opportunities to improve our systems and the level of service we provide to our customers. 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 [redacted]. Sincerely, [redacted] Consumer Resolution Specialist Office of the President

[redacted] Date: May 17, 2017 Account: [redacted] Regarding Your Mortgage Loan Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com. I also appreciated the opportunity...

to speak with you. We are sorry to hear about the difficulties that you have experienced and we appreciate the time you have taken to document your thoughts and concerns. We strive to provide quality service to all of our customers, and I apologize if we failed to meet your expectations. The Bank paid $3,638.62 to [redacted] County on November 3, 2016. As we discussed, the Bank was not billed for the remaining portion of your tax bill. Our research indicates that you were appealing the tax amount. We spoke with the taxing authority on May 5, 2017, after receiving your Revdex.com complaint. They informed us that the appeal was denied and the bill was sent directly to you. While you paid the amount yourself, we have updated your escrow account to reflect that $3,945.33 will be due December 1, 2017. The annual escrow analysis for your loan will be in June and any changes to your monthly payment will be communicated to you separately through an Escrow Analysis statement. We also reviewed your concerns regarding the payment of your homeowner’s insurance premium. Although we are committed to excellence, mistakes sometimes occur. An internal processing error caused the payment for your insurance premium to be delayed. The prior policy was good through October 28, 2016. When we did not receive a bill from the insurance carrier, we contacted them on October 31, 2016, to verify coverage and request the premium notice be faxed to our Insurance Center for payment. We paid your homeowners insurance premium on November 10, 2016. Because Fifth Third Bank maintains a master insurance policy, your property was never exposed and was covered at all times. We assure you that we have closely reviewed and corrected the issue in our internal systems to avoid any similar problems in the future. The next annual premium payment is scheduled for October 28, 2017. Customers can update their insurance information by fax, by mail, or online at InsuranceServiceCenter.com. Property tax information can be submitted either by fax, or by mail. The Bank’s Customer Service Department does not communicate with customers via email for security reasons. It was not our intention to cause you any hardship and I apologize for the inconvenience this matter caused you. You are a valued customer and I appreciate this opportunity to address your concerns. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Alison S.Office of the President Pc: Revdex.com

[redacted] [redacted] [redacted] Date: May 13, 2016 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received a copy of your complaint filed with the Revdex.com, regarding your checking account...

ending in [redacted]. We appreciate the time you have taken to express your concerns regarding this matter. We are very sorry if our attempts to explain the Overdraft Coverage policy during your telephone calls with our Consumer Contact Center did not provide the level of detail you desired, or failed to fully address all of your questions and concerns. I understand your frustration when this situation occurred and I am sorry for any inconvenience this matter may have caused you. We strive to offer our customers products that are convenient and beneficial while remaining competitive within the industry. Some checking accounts have the Overdraft Coverage option, which allows a customer to complete a one-time debit card transaction or Automated Teller Machine (ATM) withdrawal even if there are insufficient available funds in the account to cover the full amount of the transaction. Our records indicate that you accepted Overdraft Coverage for ATM transactions and one-time debit card transactions on January 28, 2016. A letter confirming your acceptance of Overdraft Coverage was mailed to you at the address on file at that time. For your records, I have included a copy of this letter. On April 15, 2016, the balance in your checking account was $0.18. Four (4) items totaling $18.64 posted to the account that day, creating an ending balance of negative ($18.46). Due to non-sufficient funds four (4) overdraft fees totaling $100.00 were assessed and posted the following business day. The ending balance was negative ($118.46). An overdraft notice was mailed to the address above to notify you of the overdraft occurrence and the overdraft fees assessed. On April 18, 2016, the balance in your checking account was negative ($18.46). The overdraft fees totaling $100.00 and three (3) items totaling $29.79 posted to the account that day, creating an ending balance of negative ($148.25). Due to non-sufficient funds three (3) overdraft fees totaling $111.00 were assessed and posted the following business day. The ending balance was negative ($259.25). An overdraft notice was mailed to the address above to notify you of the overdraft occurrence and the overdraft fees assessed. On April 22, 2016, you opted out of Overdraft Coverage. Therefore, any debit card purchases and ATM withdrawals are declined when there is not enough money in your account, and as a result, will not be charged an overdraft fee for these types of transactions. However, Overdraft Coverage for checks and Automated Clearing House (ACH) electronic payments comes standard to your checking account. If there are insufficient funds in your account when these types of transactions are processed, your checks and electronic payments will be returned unpaid, and are still subject to overdraft fees. For your records, I have also included a copy of this letter. Electronic payments do not show as pending against the account during the day because they are not preauthorized like debit card transactions. Because checks and electronic payments do not have a preauthorized timestamp, these types of transactions are processed at the end of the business day. On May 5, 2016, the balance in your checking account was $0.00. One (1) web initiated payment totaling $24.18 posted to the account that day, creating an ending balance of negative ($24.18). Due to non-sufficient funds one (1) overdraft fee of $37.00 was assessed. The ending balance was negative ($61.18). An overdraft notice was mailed to the address above to notify you of the overdraft occurrence and the overdraft fee assessed. It was not our intention to cause you any hardship, and we sympathize with the difficulties you have encountered regarding this account. On May 9, 2016, a total of $37.00 in overdraft fees was waived. In the interest of customer service, we waived an additional $37.00 in overdraft fees on May 11, 2016. However, we are not willing to reverse all of the overdraft fees assessed as you have requested. To prevent an overdraft situation, you have the ability to review your account at an ATM , on our website at 53.com, or by calling our Customer Service Department at ###-###-####. If the account becomes overdrawn, we also send you an overdraft notice that includes a detailed breakdown of the day’s transactions. For your convenience, I have also enclosed a reference guide titled Fifth Third Overdraft Solutions. This guide provides additional information related to the overdraft fees that we assessed to your account. We also offer ways to track your balance and manage accounts to help avoid overdraft fees on your accounts in the future. The guide also explains Overdraft Protection, which is different from Overdraft Coverage. Overdraft Protection is the service you mentioned that allows you to link another Fifth Third account to your checking account to transfer funds to cover transactions when there are insufficient funds in your checking account. We sincerely hope this information will help you understand the Bank’s position going forward and resolve your needs. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Elizabeth J.Office of the President Enclosures: Overdraft Coverage Notices and Overdraft Solutions

[redacted] [redacted] [redacted] Date: March 7, 2016 Account: [redacted] Regarding Your Credit Card Account Dear [redacted]: We received your complaint filed with the Revdex.com regarding the limit decrease on...

your credit card account. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. Please accept my sincere apologies for any inconvenience this matter may have caused you. It is certainly not our intention to cause you any frustration or hardship. In order to meet our commitment to responsible lending practices while balancing our customers’ financial needs, Fifth Third Bank periodically reviews your credit bureau information and existing account performance in order to determine your current financial condition and continuing eligibility for your credit card account. In your case, we determined that it was necessary to reduce your credit limit from $3,200.00 to $1,100.00 effective in February 2016. Based on our review, your credit limit was decreased due to the number of cash advances in the last 6 months, the proportion of balances to credit limits too high on revolving accounts, the ratio of balances to credit limits on revolving accounts is too high, and your current deposit balances. As a result, a notification letter detailing these findings was sent to you on February 12, 2016. We are unable to adjust the credit limit on your credit card at this time, as you have requested. However, you are welcome to contact our New Accounts department to request a credit limit increase in six (6) months time. Our New Accounts Department can be reached directly at ###-###-####, Monday through Friday, 8 a.m. EST to 8 p.m. EST, and Saturday, 8 a.m. EST to 5 p.m. EST. Our decision was based in part from information obtained from [redacted]. If you dispute the accuracy or completeness of information contained in your [redacted] credit report, you have the right to dispute the matter directly with the credit reporting agency. [redacted] can be reached using the information below: [redacted]-Consumer Relations 2 Baldwin Place, PO Box 1000 Chester, PA 19022 ###-###-#### http://www.[redacted].com/direct Thank you for this opportunity to respond to your concerns. Your feedback is important to us so that we can better understand how we can improve our service to you. You are a valued customer and we look forward to serving your future financial needs. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., EST. Sincerely, Lisa S.Office of the President Enclosure: Credit limit decrease notice Pc: Revdex.com

[redacted]We have responded to this customer’s complaint twice. She does not provide any additional information in the 2nd rebuttal.Can you please advise the customer that we stand by our 2 previous responses and consider this matter closed?Thank you,Lisa S.| Fifth Third Bank Consumer Resolution Specialist| Office of the President5050 Kingsley Dr, MD 1MOCOP, Cincinnati, OH 45263P: ###-###-#### F: ###-###-#### email: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  .
The original response by this business was to send me all the statements that they had never sent in the past.  This is not acceptable to provide me with 3 years of statements outlining draft charges when they were not sending them all along.Their entire argument is based upon the fact that draft charges are valid if the savings account is not accompanied by a checking account.  I had a checking account and they closed it.  I was not provided notice of this account being closed.My offer on resolution to this company was to allow them to keep slightly more than 2/3 of the draft charges and to refund me the original $50 I used to open the account which would have been valued at thirty-two (32) cents on the dollar.The office of the president has deemed that it will be worth the trouble for them to stand by their decision of refunding me seven (7) cents on the dollar on charges that don't equate any actual hard cost to the business.It's funny that they keep responding how valuable I am as a customer, when I am no longer a customer, and they steal money from me.  I guess it does make me valuable when they take 93% of my money.I warned that failure to meet my minimum resolution request will result in further complaints, bad publicity, and possible litigation.  Apparently it is worth it to them to fight it over $39 when they could have refunded that amount and still come out ahead by $106.
Regards,
[redacted]

[redacted] [redacted] [redacted] Date: January 13, 2017 Account: [redacted] Regarding Your Platinum [redacted] Account Dear [redacted]: We received a copy of your complaint filed with the Revdex.com (Revdex.com) regarding your...

Platinum [redacted] account. We appreciate the time you have taken to express your thoughts and concerns. On behalf of the Bank, please accept my sincere apologies for any frustration you experienced regarding this matter. Enclosed for your reference is a copy of the terms and conditions applicable to your credit card account. Page one (1) section one (1), and page four (4) section twenty-one (21), advise that the Bank may close the account at any time without prior notice. Your credit card was issued in November 2013 and you have not utilized the card for any transactions. Because the card the card was not used for the three (3) years leading up to its expiration date, the Bank did not reissue a new card to you. I am very sorry for the distress that this situation has caused, and I certainly understand your frustration with the account not being reissued. Please note that we may still be able to reissue a replacement card to you within twelve (12) months of the card’s expiration. I also apologize that the account is not reflecting as closed on your credit report. I confirmed there is a known issue at the Bank that credit cards we do not reissue due to inactivity are not updating as closed on customers’ credit reports. The Bank is currently working on a way to fix this issue so the card will automatically update as closed in this situation. I can process the closure and the account will then update to the credit reporting agencies as closed. Without your confirmation, I did not close the credit card in the event that you would prefer I request to keep the card open and have it reissued. I attempted to contact you on January 10, 2017, and on January 13, 2017. I am sorry that I was unable to reach you. Please contact me by February 1, 2017, to advise if you would us to reissue a replacement credit card for your account and keep it open, or if you would like me to move forward with the closure request. If I do not hear from you by February 1, 2017, I will close the account the following business day on February 2, 2017. Once closed, the account will update as closed on your credit report. We appreciate your patience while we researched this matter and apologize for any difficulties or concern you may have experienced. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Shawna H.Office of the President Pc: Revdex.com Enclosure: Fifth Third Bank Card Agreement

5050 Kingsley Drive MD 1MOCOP Cincinnati, OH 45263 [redacted] Date: October 7, 2015 Account: [redacted] Regarding Your Identity Alert Premium Dear [redacted]: We received a copy of the complaint...

you submitted to the Revdex.com, regarding your Identity Alert Premium account. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. Your comments expressing less than quality service are very concerning. On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused you. We strive to provide professional and accurate service to our customers, and we regret if the service you received did not meet the same high standard. Prior to May 22, 2014, customers enrolled in Identity Alert had the option to have the monthly charge billed to their checking account, credit card or non-Fifth Third Bank account. It should be noted that Identity Alert enrollments after this date could only be billed to a Fifth Third Bank checking account or Money Market savings account. On October 14, 2014, your Identity Alert Premium account was opened with the Bank. The monthly charge for your Identity Alert Premium account was billed to your Essential Checking account ending in 0202. On September 25, 2015, your Essential Checking account was closed with the Bank. Unfortunately, we were not able to transfer the billing of your Identity Alert Premium service to a non-Fifth Third Bank account because your enrollment occurred after the cutoff date of May 22, 2014. We apologize for any miscommunication or difficulty you may have encountered during this situation. On September 29, 2015, your Identity Alert Premium account was closed per your request. Since your Identity Alert Premium account was closed prior to the next billing date of October 14, 2015, no additional charges will be assessed for the cancelled service. [redacted], please be assured that it was not our intention to cause you any hardship or frustration. You were a valued customer and we hope that you will consider the Bank for 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 6 p.m., ET. Sincerely, Danielle S.Office of the President Pc: Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  The business just photocopied the user agreement which I already know says they can reduce my limit whenever they want. What they have failed to address is why they would do that when my account has consistently been paid and has always been in good standing. It is death by a 1000 cuts every time I make a substantial payment they lower the limit, resulting in a notification sent to the credit bureau. It has happened at least five times. I am paying on time at least 5x payment and getting negative reports on the credit bureaus. Last time my credit dropped 10 points. Also this time the drop in limit put me over the limit. This is illegal!!!! Nowhere on the crappy photocopy is this explained
 
Regards,
[redacted]

We have responded to this customer twice and never received the information that was request to be sent to our fax number, which is listed on our response.  Additionally, our mailing address is listed on our response for the customer to send a copy of the information requested.   Provided the fax number in our response – but the number is ###-###-####. We also supplied her with a mailing address to send the paperwork to if she had the desire to do so.  Thank you. Elizabeth A. H.    Fifth Third BankConsumer Resolution Specialist, Office of the PresidentConsumer Contact Center5050 Kingsley Dr, MD 1MOCOP, Cincinnati, OH 45263Phone: ###-###-####  Fax: ###-###-####  Email: [redacted]

[redacted] Date: February 16, 2017 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received a copy of your complaint filed with the Revdex.com (Revdex.com) regarding your...

checking account. We appreciate the time you have taken to express your thoughts and concerns. On behalf of the Bank, please accept my sincere apologies for any frustration you experienced regarding this matter. I appreciate the time you have taken to speak with me regarding this matter. As we discussed, the website information in question is related to the transfer you completed online at 53.com. Online transfers between your Fifth Third Bank checking and savings accounts have a cutoff time of 9 p.m., ET, on business days. Transfers completed on the weekend or Federal Holidays are counted for the next business day. This cut-off time is listed in the enclosed Rules and Regulations for the account. It is also displayed on the website at the time you are completing the transfer. On February 7, 2017, at 10:23 p.m., you transferred $919.08 from your savings account ending in [redacted] to your checking account ending in [redacted]. Because the transfer was completed after the cut off time, the funds were not available for use even though you could see the transfer completed. Because the funds were not available, the money could not be used to cover transactions that posted to your account on February 7, 2017. The funds became available for use on February 8, 2017. Your checking account was overdrawn on February 7, 2017, with an ending balance of negative ($919.08). However, because you had overdraft protection, you were not charged any overdraft fees. One (1) overdraft protection transfer fee of $12.00 was assessed the next business day. Enclosed is a copy of the overdraft notice we issued. We appreciate your patience while we researched this matter and apologize for any difficulties or concern you may have experienced. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Shawna H.Office of the President Pc: Revdex.com Enclosure: Overdraft Notice, Rules and Regulations

[redacted] Date: February 13, 2017 Account: [redacted] Regarding the Repossession of Your Vehicle Dear [redacted]: Thank you for your call to the Bank regarding the repossession of the...

vehicle securing your Fifth Third Bank auto loan. We also received a copy of the complaint you submitted to the Revdex.com. We appreciate the time you have taken to express your concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for the difficulties you have encountered regarding this matter. We strive to provide exceptional service to our customers, and I am sorry that was not your experience. Please be assured we researched this matter thoroughly 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 improving our customers’ satisfaction. After receiving notice that the insurance policy on your [redacted] was cancelled on May 19, 2016, we sent a notice to you at the mailing address on file on June 6, 2016, requesting you to submit proof of full coverage vehicle insurance required under the terms of your loan note. When we did not receive the requested proof of insurance, we sent two (2) additional notices to the mailing address on file on June 27, 2016, and July 12, 2016. I have enclosed copies of those notices for your review. When we still did not receive the requested proof of insurance, we added force-placed insurance costing $1,829.00 to your auto loan on July 27, 2016. The force-placed insurance added to your loan increased your monthly payment; however, you continued to pay the regular monthly payment of $289.78. This caused your loan to become past due. Due to the delinquency on your loan, our Collection Department made multiple attempts to contact you at the numbers on file to inform you of the delinquency and to make payment arrangements. However, you did not make any arrangements to bring your loan current, so on December 7, 2016, we referred your vehicle for repossession when your account was ninety-two (92) days past due. On January 18, 2017, we repossessed the [redacted]. That same day you contacted our Collection Department to make arrangements to redeem the vehicle. On January 20, 2017, you made a payment of $1,335.16 by check at a banking center. We reviewed your calls to our Repossession Department and confirmed that you were told that the reinstatement amount needed to be paid in cash. Since you did not pay the reinstatement amount in cash, our Repossession Department held the release of your vehicle to ensure that the check payment would not be returned unpaid. After speaking with [redacted] on January 24, 2017, our Repossession Department submitted a release to our repossession agent so that you could redeem the vehicle. It was certainly not our intention to cause you any hardship. However, our research determined that the force-placed insurance was not added on your loan in error, and the vehicle was not repossessed in error. Therefore, we are unable to reimburse you for any costs associated with the repossession. I am sorry for any frustration this may cause you. On January 27, 2017, after receiving partial proof of insurance, we credited $1,469.00 to your loan leaving $360.00 still owed for the force-placed insurance. Our research determined that you were unable to provide proof of insurance from May 19, 2016, through July 30, 2016. If you have proof of insurance for this lapse period, you may mail it to the following address: Fifth Third Bank Office of the President Attn Elizabeth D. 5050 Kingsley Drive MD 1MOCOP Cincinnati OH 45263 You may also fax this documentation to my attention at ###-###-####. Once we receive this documentation we will forward it to our Insurance Department for a possible full credit of the force-placed insurance. As of February 9, 2017, the force-placed insurance of $360.00 has been paid in full. Your loan is due for your next payment of $283.78 on March 5, 2017. You may want to consider enrolling with our Auto BillPayer service. Auto BillPayer will automatically transfer your full monthly payment amount from a non-Fifth Third Bank checking account to your loan by the due date each month at no additional charge. If you are interested in enrolling with Auto BillPayer, please contact Auto BillPayer at ###-###-####, Monday through Friday, 8 a.m. to 5 p.m., ET. Thank you for your patience while we conducted our research. You are valued customers, 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 6 p.m., ET. Sincerely, Elizabeth D.Office of the President Pc: Revdex.com Enclosures: Insurance notices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11936748, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted] Date:             August 17, 2015 Account:               [redacted] Regarding Your Savings Account Dear [redacted]...

[redacted]: We received a copy of the complaint filed with the Revdex.com regarding the monthly service charges assessed to your savings account. We appreciate the time you have taken to document your concerns regarding this matter. Your comments expressing less than quality customer service are very concerning. We strive to provide accurate and professional service to our customers and I regret if this is not the level of service you received. Please be assured that I have contacted the relevant parties and expressed your dissatisfaction with the service you received and passed along your concerns. Our savings accounts have a $5.00 monthly service charge that is automatically waived if one of the following is met: You have a Fifth Third checking account, with the same ownership.You maintain an average monthly balance of $500.00 or more.You are a minor or someone under the age of eighteen (18) is an owner of the account.You are enrolled in Fifth Third Military Banking. I apologize if you were not previously aware of these requirements. I have enclosed an additional brochure of our savings accounts for your review. This brochure was provided to you at the time you opened your savings account. A statement of your activity is sent out each quarter on savings accounts. I have enclosed copies of each statement that was sent to the address on file. I regret any frustration this matter may have caused you. Our records indicate that a total of four (4) monthly service charges were waived on your account by Felecia G., Financial Center Manager at the [redacted] Banking Center. After the fee waivers, the balance in your account was $11.01. On August 7, 2015, you withdrew this amount and closed out the savings account. At this time, your savings account remains closed.Thank you for your patience while we researched this matter for you. 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 6 p.m., ET.Sincerely, Lisa S. Office of the PresidentPc: Revdex.comEnclosures: Savings Account Statements, Savings Account Brochure

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I wish they could hamdle these kind of requests through customer service and not through Revdex.com
Regards,
[redacted]

[redacted] [redacted]Date: June 30, 2015Account:    [redacted]Regarding Your Essential Checking AccountDear [redacted]We received a copy of the complaint you filed with the Revdex.com regarding your Essential Checking account....

We appreciate the time you have taken to document your thoughts and concerns.On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused you. Please be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the Bank. I also want you to know that customer feedback is reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction.On June 12, 2015, you informed the [redacted] Banking Center of your intent to close the Essential Checking account ending in [redacted] due to an unauthorized charge that would be coming through from [redacted] Preschool. The remaining funds were transferred from the account into the new Essential Checking account ending in [redacted]. Due to the request to close the account and the knowledge that an unauthorized transaction was scheduled to come through, the banking center processed a request to place a hold on the account. This hold would not prevent the charge, but ensure that the transaction was returned to the merchant as unpaid. The following activity occurred on the Essential Checking account ending in [redacted]:On June 15, 2015, a transaction in the amount of $135.00 from [redacted] Preschool attempted to post to the account, however, this transaction was returned as unpaid on June 16, 2015. Because this item was returned, a $37.00 return item fee was assessed to the account.On June 16, 2015, a transaction in the amount of $153.86 from [redacted] attempted to post to the account, however, this transaction was returned as unpaid on June 17, 2015. Because this item was returned, a $37.00 return item fee was assessed to the account.On June 17, 2015, you transferred $153.86 from the account ending in [redacted] to the account ending in [redacted]. In addition, funds were transferred in the amount of $79.86 from the account ending in [redacted] to the account ending in [redacted]. The account ending in [redacted] had a zero remaining balance, and you closed the account.On June 18, 2015, the account ending in [redacted] was reopened by the [redacted] Banking Center. In the interest of customer service, the Bank reversed $37.00 of the return item fees that were assessed back into the account.On June 19, 2015, you transferred $37.00 from the account ending in [redacted] to the account ending in [redacted]. The account had a zero remaining balance, and you attempted to close the account. After the requested closure, a transaction in the amount of $49.55 from Comcast Cable attempted to post to the account, causing the account closure to fail. This transaction was returned as unpaid on June 22, 2015. Because this item was returned, a $37.00 return item fee was assessed to the account. On June 22, 2015, a transaction in the amount of $160.00 from [redacted] Preschool attempted to post to the account, however, this transaction was returned as unpaid on June 23, 2015. Because this item was returned, a $37.00 return item fee was assessed to the account.On June 23, 2015, the Bank reversed the $37.00 return item fee that was assessed for the [redacted] Preschool transaction because you indicated that was a fraudulent transaction. Also, in the interest of customer service, the Bank reversed $20.50 of the return item fees that were assessed to the account. In addition, funds were transferred in the amount of $37.00 from the account ending in [redacted] to the account ending in [redacted]. The account had a zero remaining balance, and you closed the account.On June 23, 2015, case C1506586656 was opened with our Disputes Department regarding the unauthorized transaction from [redacted] Preschool on June 22, 2015. Because the item was already returned due to insufficient funds, the dispute covered the associated return item fee. On June 25, 2015, the account was reopened by the Disputes Department, and on June 26, 2015, the overdraft fee that was assessed on June 23, 2015, in the amount of $37.00 was reversed into the account.On June 27, 2015, you transferred $37.00 from the account ending in [redacted] to the account ending in [redacted]. The account had a zero remaining balance, and per your request in your complaint we closed the account.On June 29, 2015, we processed a request to close the account. After the requested closure, a transaction in the amount of $49.55 from Comcast Cable attempted to post to the account, causing the account closure to fail. This transaction was returned as unpaid on June 30, 2015. Because this item was returned, a $37.00 return item fee was assessed to the account. However, this fee was reversed in order to close the account.As a result of the transactions attempting to post to the account after the requested closures, your account was unable to close. However, it is evidenced that you made multiple attempts to close the account. As previously detailed, the Bank reversed $168.50 of the return item fees that were assessed to the account. Because of your multiple attempts to close the account, we reversed the remaining $16.50 in return item fees that were assessed to the account. We submitted a request on June 30, 2015, to have these funds deposited into your Essential Checking account ending in [redacted]. In total, $185.00 in return item fees were assessed, and $185.00 in return item fees have been returned to you. In addition, the account was closed on June 30, 2015. We regret the frustration and inconvenience this matter has caused you.In the future, if you are aware of an unauthorized transaction that may attempt to post to your account, you are able to place a stop payment on that transaction. If you wish to place a stop payment on any transaction in the future, please visit your local banking center, or call customer service at ###-###-####, Monday through Friday, 7 a.m. to 8 p.m., and Saturday, 8:30 a.m. to 5 p.m., ET.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 6 p.m., ET.[redacted]Office of the President

[redacted] Date: May 4, 2016 Account: [redacted] Regarding Your Mortgage Loan Dear [redacted]: Thank you for your follow up telephone call to the Bank as well as your follow up correspondence to the Revdex.com regarding the information reporting on your credit report for your mortgage loan. We appreciate the additional time you have taken to document your thoughts and concerns in this matter. On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused you. 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 improving our customers’ satisfaction. During our telephone conversation on April 15, 2016, I communicated to you that [redacted] was correctly reporting the account as part of the foreclosure sale that occurred on May 22, 2013. However, it has been determined after further research that the account should be reporting as part of the Chapter 7 Bankruptcy that was discharged on October 29, 2013. Therefore, on May 4, 2016, we submitted an update to all four (4) credit reporting agencies to correctly report the account as being included in your Chapter 7 Bankruptcy, discharged on October 29, 2013, with a zero balance owed. Please allow approximately thirty (30) days for the credit reporting agencies to update their reporting. Please also be assured that we will continue to conduct reviews and follow up with the credit reporting agencies until we ensure the account is reporting correctly. If you would like to contact the credit reporting agencies directly, their contact information is provided below for your convenience: [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### We strive to provide professional and accurate service to our customers, and regret any confusion our prior communications may have caused for you. If I could be of further assistance to you, please call me at ###-###-#### or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Adam P.Office of the President PC: Revdex.com

[redacted] Date: January 29, 2016 Account: [redacted] Regarding Your Installment Loan Dear [redacted]: We received a copy of your additional complaint filed with the Revdex.com, regarding your installment loan. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. On behalf of the Bank, we would like to offer our sincere apologies for any inconvenience or frustration this matter may have caused you. However, we stand by the responses conveyed to you in our previous letters sent to the above address on January 11, 2016, and January 21, 2016. Our position on these matters has not changed. As we mentioned in our previous correspondence, in the interest of customer service, the two (2) $30.00 NSF fees were waived from the account. However, there was no Bank error in the assessment of the fees to the account. Because there was no error, we are unable to accommodate your request to waive additional fees. As previously mentioned, Auto BillPayer was set up on the account, and the first payment was scheduled for October 16, 2015.However, when we attempted to draft the payment, it was returned by [redacted] due to a block that was placed on the account. Because the payment was blocked, the Auto BillPayer was cancelled. We cannot advise why this block was placed; you may wish to discuss this matter further with [redacted]. 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 6 p.m., ET. Sincerely, [redacted] Office of the President Pc: Revdex.com