Fifth Third Bank

Final Response to [redacted]
[redacted]
[redacted]Dear Ms. [redacted]Thank you for the letter you sent to the Revdex.com regarding your checking account. We...

appreciate the time you have taken to document your thoughts and concerns regarding this matter.On behalf of the Bank, please accept my sincere apologies for the difficulties you have experienced with your Essential Checking account. It was certainly not our intention to cause you any hardship. Please be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the Bank. I also want you to know that customer concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction.For your convenience, enclosed is a reference guide titled Fifth Third Overdraft Solutions that provides additional information related to the overdraft fees that were assessed to your account and ways to track your balance to help avoid overdraft fees in the future. Information regarding overdraft coverage options is also provided in the enclosed document. Please feel free to contact me directly at the number below should you have any questions regarding the enclosed reference guide. I would be happy to assist you.Fifth Third Bank processes transactions at the end of each business day. This does not include Saturdays, Sundays, and Federal Holidays. Transactions are posted in the following order:  Credits and deposits made prior to the end of the cut-off time as detailed in our Funds Availability Policy.Time-stamped debits, such as ATM withdrawals and debit card purchases, in the order in which they are received.All other debits including checks, and electronic bill payments, in the order of largest amount to smallest amount.Fees and service charges in the order of the largest amount to the smallest amount.  I have enclosed a copy of our current Rules and Regulations for your review. Page (12) provides additional information regarding our overdraft calculation order. On page 11, paragraph 13, you will find additional information regarding an account overdraft.On December 11, 2014, the beginning balance in your Essential Checking account ending in [redacted] was positive $80.00. Two (2) items totaling $113.51 posted to your account.These items were posted to your account in the following order:  Recurring purchase of $11.00Web initiated payment of $102.51   I have enclosed a copy of the overdraft notice sent to you on December 12, 2014, for your review. Your ending balance was negative ($33.51). Due to insufficient funds one (1) overdraft fee totaling $37.00 was assessed and posted to your account on the following business day.On December 12, 2014, the beginning balance in your Essential Checking account ending in [redacted] was negative ($33.51). On that day, an online transfer of $33.51 was credited to your account. There was also one (1) check that posted to your account totaling $5.00.These items posted to your account in the following order:5/3 online transfer of $33.51.Check for $5.00Overdraft fee of $37.00I have enclosed a copy of the overdraft notice sent to you December 15, 2014, for your review. Due to insufficient funds, we assessed one (1) overdraft fee totaling $37.00, which posted the following day. Your ending balance was negative ($42.00).On December 15, 2014, the beginning balance in your Essential Checking account was negative ($79.00). On that day, one (1) check posted to your account totaling $10.00. Due to insufficient funds, one (1) overdraft fee totaling$37.00 was assessed and posted to your account the following day. Your ending balance was negative ($89.00).We strive to provide professional and accurate information to our customers and I regret the difficulties you have encountered regarding your account. As a valued customer, we have reversed fees totaling $37.00 in the past twelve (12) months as a courtesy to you. Therefore, we are not willing to waive additional fees at this time.Ms. Hughes, thank you for your patience while waiting for a response. If I could be of further assistance to you, please contact me directly at [redacted], or toll free at [redacted]Sincerely,[redacted]Consumer Resolution Specialist Office of the PresidentPc: Revdex.comEnclosures (4): Overdraft Notices, Overdraft Solutions Document, Rules and Regulations

October 31, 2014
[redacted]
[redacted]
Re: Checking
Account[redacted]
Dear Mr. [redacted],
We received a copy of the complaint you filed
with the Revdex.com concerning the fees assessed to your checking
account. On behalf of the Bank, please...

accept my sincere apology for any
inconvenience this matter has caused you.
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 suggestions very seriously. We sincerely value your
feedback as it assists us in delivering first class customer service which is a
priority to us. It is feedback like yours that helps in identifying problems to
improve the level of service we provide to our customers. Thank you for the
time you have taken to share your thoughts and concerns regarding this matter.
When you opened your Student Checking Account
ending in 2847 on October 13, 2007, you were provided with a copy of our Rules
and Regulations. For your convenience, I have enclosed an updated version of
our Rules and Regulations which govern our ability to make changes to your account
and also discloses the fees associated with the account.
On June 26, 2012, your checking account ending
in 2847 was changed from a Student Checking account to an Essential Checking
account. I have enclosed our checking account brochure for your review. On an
Essential Checking account, we waive the monthly service charge of $[redacted] if
any of the following is met:
·        
You maintain a
combined monthly average of $[redacted] across your checking and savings accounts
·        
OR you are a
current or former member of the U.S. military with monthly direct deposits
totaling $[redacted] or more
·        
OR you
participate in your employer’s Fifth Third Banking Benefits Program with
monthly direct deposits totaling $[redacted] or more
·        
OR you are a student
with a valid student ID
At present, your checking
account has qualified to have the monthly service fee waived since you are a
student. I have confirmed that your checking account has not been charged a
monthly service fee, as mentioned in your complaint.
Please be aware that the student status on your
checking account is set to expire on December 31, 2014. If you are no longer a
student and cannot provide a valid student ID, your checking account may be
charged a monthly service fee beginning in January 2015. However, if you have a
valid student ID, you will need to present your ID to the management staff at
your local Fifth Third Bank financial center to update your account. You may
also fax a copy of your valid student ID to my attention at [redacted]
Alternatively, you may mail the copy of your ID to my attention at:
Fifth Third Bank,
Office of the President Attn: [redacted]
[redacted]
After reviewing the recent activity on your checking account, I
was able to determine that the fees that you refer to in your complaint that
posted to your account in August 2014 were Overdraft Transfer fees. If your
available balance is not sufficient to cover items that post to your account,
the posted items may be returned unpaid and subject to overdraft fees. With
Overdraft Protection, in the event that your checking account becomes
overdrawn, funds will be automatically transferred from your Fifth Third Bank
credit card to cover items that overdraw your checking account. With Overdraft
Protection, you are charged one (1) Overdraft Protection transfer fee of $[redacted]
per transfer instead of an overdraft fee of $[redacted] per item for the first
overdraft occurrence, or $[redacted] for each item that overdraws your account
thereafter. Our review discovered that your checking account became overdrawn
on August 22, 2014, and on August 25, 2014. Therefore, your checking account
was charged $[redacted] per occurrence due to the overdraft transfers that were
initiated. We are unwilling to waive the overdraft transfer fees that were
charged to your account, as you have requested.
Please know that the Overdraft Protection
transfer will only occur if you have an available balance on your credit card
account. Your MasterCard Platinum ending in [redacted] is currently set-up to serve
as Overdraft Protection for your checking account. However, the current balance
on your credit card is over the limit set on the card which means no funds are available
to transfer from your card at this time. Please be sure to make a payment to
your credit card account at your earliest convenience.
For your convenience, enclosed is a reference
guide titled Fifth Third Overdraft
Solutions that provides additional information related to the overdraft
fees that were assessed to your account and ways to track your balance to help
avoid overdraft fees in the future. Information regarding overdraft coverage
and overdraft protection options is also provided on the enclosed document.
Mr. [redacted], we appreciate your patience while we
researched this matter and we value your relationship. If I could be of further
assistance to you please call me toll free at [redacted]
[redacted]
Sincerely,
[redacted]
Consumer
Resolution Specialist Office of the President
Pc: RevDex.com
Enclosures: Rules
and Regulations, checking account brochure, Fifth Third Overdraft Solutions
brochure

Dear [redacted]:I have responded to this customer five times and in every written response, I have requested a copy of the Declaration Page from his insurance policy that shows he had comprehensive insurance coverage from 12/16/15 until 5/23/16. In order for us to consider a refund of the forced placed insurance, we will need the Declaration Page. I have provided my fax number with every response.I went above and beyond to personally contact his insurance agent twice. She was not able to confirm over the phone that he had comprehensive coverage during the referred time.I did receive a written letter from his insurance agent claiming that he had insurance. However, we will need a copy of the Declaration Page to further research a possible refund.This information has been provided to [redacted] five times.Until we receive a copy of the Declaration Page from his auto insurance policy for comprehensive coverage for 12/16/15 until 5/23/16, we consider this matter closed. Thank you, [redacted]| Fifth Third Bank Customer Care Specialist II| Office of the President

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 amount of the copy check was not the full amount that was removed my old account $15266.00 I was informed that it was against federal law for the money to be removed because it is protected/exempt from garnishments. federal law states that only 25% of a person income could be removed. Money removed from my account was 100% of my income and was protected.  despite this the bank instead of notifying the courts that the money was exempt claims they sent half the money and Fifth Third bank has no information on what happened to the other half and where it was sent. Courts clerk is claiming no money was received, waiting for paperwork from the courts. I will file a lawsuit against Fifth Third bank for fraud when information is received.
 
Regards,
[redacted]

September 25,
2014
[redacted]
Re: Checking
Account ending in [redacted]
Dear Mr. [redacted],
We received a copy of your complaint recently
filed with the Revdex.com. We appreciate the time you have taken to
document...

your thoughts and concerns regarding this matter. Please be assured
that Fifth Third Bank takes your feedback seriously, and I appreciate this
opportunity to respond to your 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 provide quality service to all of our customers, and I
apologize if you felt that we did not meet your expectations. I have shared the
information you brought to our attention with the management of the Financial
Center you visited. Additionally, our regional management regularly reviews
customer feedback as part of our ongoing commitment to improving our
operations.
Mr. [redacted], thorough research of our back
office systems for that day did find an encoding error on a deposit processed
by a customer service manager at a different financial center. As a result, you
temporarily were able to see a pending deposit in your account for $[redacted].
When the deposit paperwork was sent through our proof department that evening,
the deposit was adjusted to the correct account.
We strive to provide professional and accurate
information to our customers and I regret the difficulties you have encountered
regarding your account. As a valued customer, we reversed fees totaling $[redacted]
on September 22, 2014, as a courtesy to you. Therefore, we are not willing to
waive additional fees at this time. As of September 22, 2014, your account has
a negative balance of -$[redacted].
We realize the importance
of being able to ensure easily that your account has sufficient funds to cover
the transactions you have authorized. To assist you with monitoring your
account, our toll-free Telephone Banking system is available twenty-four (24)
hours a day at [redacted]. Our Customer Service Representatives can be
contacted at the same telephone number and are available Monday through Friday
from 7:00 AM to 8:00 PM Eastern Standard Time (EST), and on Saturday from 8:30
AM to 5:00 PM EST. You can also access your account information at an ATM
(Automated Teller Machine), on our Internet Banking website at www.53.com, and on your mobile device through our
Mobile Banking service through 53.mobi. Additionally, an account alert can be
sent to up to four (4) e-mail addresses and one (1) mobile device when your
account balance falls below an amount you specify. We strongly encourage you to
take advantage of our account alerts. These can be setup through Internet
Banking at www.53.com.
It was certainly not our intention to cause you
any hardship or frustration. We appreciate your loyalty and relationship with
us and we look forward to serving your future financial needs. If I could be of
further assistance to you, please call me at [redacted]
Sincerely,
[redacted]
Consumer Resolution Specialist Office of the President

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 issue is still open and not closed per their response. This needs to stay open until the issue is resolved.
Regards,
[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. 
Regards,
[redacted]

Attached is a copy of our response to the complaint filed by Ms. [redacted].We received a copy of the complaint you filed with the Revdex.comdated November 21, 2014, concerning the above referenced checking account.  We appreciate the time you have taken toexpress your thoughts and...

concerns regarding this matter.  On behalf of the Bank, please accept mysincere sympathy on your mother’s passing. We strive to provide professional and accurate service to our customers and I amsorry if that has not been your experience. Customer service is of the utmost importance to all of us at Fifth ThirdBank and we appreciate your feedback as it assists us in identifying problemsin an effort to continuously improve the service we provide our customers.  Please be assured that we have contacted therelevant parties to express your dissatisfaction with the service you receivedand passed on your concerns.We understand how important it is to our customers that private information iskept confidential.  We are committed toprotecting and managing your information. Fifth Third does not disclose nonpublic personal information about ourcustomers to non-affiliated third parties except as permitted by law.  I have enclosed a copy of the Bank’s Rulesand Regulations booklet which outlines the Bank’s Privacy Policy for ConsumerInformation.  Please refer to pages 32and 33 for information regarding the Bank’s Privacy Policy.  Because you were the Power of Attorney (POA) for your mother and that status ceasedwhen your mother died, we were unable to close her checking account when yourequested that we do so.  It is myunderstanding that the financial center advised you that the account could onlybe closed after your mother’s death by the person whom she had designated asthe Payable on Death (POD) recipient of the account.  Our records reflect that the POD was listedon the signature card, dated, November 1, 2012, and was signed by you acting asthe POA for your mother.  Please be advised that the checking account is closed. A service charge of $.94 was reversed on November 20, 2014 and theaccount was closed with a zero balance on the same date.    I can assure you that it was not our intention to cause you any frustration.  On behalf of the Bank, please accept mysincere apology for any inconvenience or concern that this matter may havecaused you.  If I could be of furtherassistance to you, please call me at [redacted] or toll free at [redacted]
[redacted]Sincerely,[redacted]
[redacted]ConsumerResolution SpecialistOfficeof the President  [redacted]
[redacted]

November 26, 2014 [redacted] 
[redacted] Re: Checking Account [redacted]Dear Ms. [redacted], We received your complaint filed with the Revdex.com regarding your checking 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 and have been addressed and forwarded to the appropriate personnel. On behalf of the Bank, I apologize for any inconvenience this issue may have caused you. When a customer contacts the Bank, we expect each situation will be handled in a professional manner. I apologize that this was not what happened when you initially contacted us and we expect that this will not be the case in the future. We were able to further research your concerns regarding the hold that was placed on the check deposit made via automated teller machine (ATM) on November 5, 2014, in the amount of $[redacted]. Our research determined that a hold was placed on the check due to repeated overdrafts. That hold was scheduled to be released on November 17, 2014. For your reference, I have enclosed a copy of the hold letter that was sent to you at the address above. We apologize that this was not the information you received from our Customer Service Department. As a result of the information you received, we would like to refund [redacted] for the fees she incurred. In order for the Bank to issue a refund check, we will need a copy of the applicable statement that includes a breakdown of the fees that were charged on the day the check was returned unpaid. The statement must also include [redacted]’ name and address so that we may mail the refund check to her directly. You may forward the requested statement to the address below: Fifth Third Bank Office of the President Attn: [redacted] 
[redacted] Cincinnati, OH[redacted] Alternatively, this requested documentation can be faxed to my attention at: [redacted] 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 [redacted]
[redacted] Sincerely, [redacted] Executive Support Specialist Office of the President Enclosure: Hold Letter Pc: Revdex.com

Revdex.com:
I cannot accept anything until I see the next phase of this crooked companies effort to scam a consumer. In the previous response I pointed out that this charge off was over two years old and would not be harm me or my family if correctly reported after the same individual pointed out that all of the information was correct in this charge off. I am assuming that this company is only offering to remove the charge off so that they can re bill for the amount and potentially hurt my family once again because the fraudulent reporting was a failed attempt. All of these things this company keeps doing have happened because I was 32 days late on a payment during a military deployment. They have reported me as being over 120 days late multiple times(them and I have the payment histories that disprove this), had a repossession company call me, wrecked my credit in 2014, caused us to be disqualified for my wife's dream home in November because of their false reporting a second time, deleted our payment histories at the credit bureaus so they could report this charge off as current after this vehicle was paid in full on time. Whats next?  On a more positive note, once again they admitted that there is/was a grace period. Which they admittedly denied back when I pointed out that a grace period by standard and commonly accepted definition means a period without penalty. Any alterations to a commonly accepted meaning have to be expressly termed in the contract that reference any variations in a definition at the time ([redacted] {The courts do not rely on implied or unusual meaning in contracts if not expressly stated}). The definition this company is giving for a grace period is not the commonly accepted definition of grace period, which upon calling in at the time customer service representatives would tell me I was in. Its funny because under the same implied philosophy couldn't I state that the due date is merely a suggestion or that this company owes a balloon rebate at the end of the contract? Things only count if they are expressly written in the contract. Which means that they admitted to unfairly canceling this contract by attempting to use implied reasoning and suggestion to cancel. Once again, there original expressed reason for canceling this modification was because I was over 30 days late which was nowhere in the contract. I never once questioned the due date which they keep trying to point out.  This company has hurt my family many times over by doing whatever they want and abusing the consumer. I can only assume that this company is going to attempt a different approach to attempt to hurt us again since fraudulently reporting to our credit isn't going to work. We were still disqualified from my wife's dream home because of their fraudulent reporting so there are tangible damages from this companies abuse of power and fraudulent actions. If this matter isn't successfully resolved we will be seeking further legal action.  How does a company in today's society get away with fraudulently reporting an individual as not paying a bill for like 5 months? Recalculating my payments to look like I hadn't made a payment for months when they canceled my contract modification ( I have my bill pay history that can prove otherwise). Or deleting good payment history to validate reporting a charge off that was pencil whipped over two years ago while still charging the customer the same monthly payment amount as if the principal was the same(they had to know they were doing something wrong if they had to delete good history to report what they wanted)? Like the office of the president said before I pointed out that it was beyond two years and I was going to seek legal action because of their unlawful behavior, "There were no errors and all information was reported accurately" or making up personal definitions of words that aren't expressly written anywhere including their own company policy to justify actions that hurt the consumer (they have no written definition of grace period as they state it at the company level and could not produce it at the time. This was their adhoc method to justify canceling a contract which wasn't the original reason it was canceled). Food for thought: All of these things happened initially because I was 32 days late on a payment. It took them 4 days to process my payment.Until I see what this company actually does I will believe nothing they say and am preparing for legal action. Please file this for public record. [redacted]###-###-####  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.   
Regards,
[redacted]

March 6, 2015 [redacted] Re: Internet Banking Issues Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com regarding your internet banking issues. We truly appreciate...

the time you have taken to share your thoughts and concerns with us. 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 improving our customers’ satisfaction. On four separate occasions, you unsuccessfully attempted to log on to www.53.com. On each of these occasions, you were using your social security number as your user id. Your social security number is currently connected to a Fifth Third Bank Debit Card ending in [redacted]. Please note the four instances occurred on these dates: ? December 22, 2014 ? January 21, 2015 ? February 6, 2015 ? March 1, 2015 A customer’s user id, used to access accounts online at www.53.com is connected to a Fifth Third Bank ATM, debit, or credit card. A customer has three (3) options for a customer ID online. You may use your Social Security Number (SSN), Card Number, or Unique User ID. When attempting to log on to the Fifth Third website, you are asked for a user id and password. For security reasons, if there are four (4) invalid password attempts, the Bank places a temporary block on the card connected to your user id. If a customer is unable to remember the password associated with their user id, they can have the password reset. When entering an invalid password, the system gives the customer the option to reset their password or to try their password again. If a customer decides to reset their password, the online system will ask the customer what method they would like to be reached for verification. For example, if the customer has a phone number set up for verification, the customer will receive a phone call within five (5) to thirty (30) seconds. The customer will receive instructions on the website on how to verify their identity. Upon inputting the four (4) digit authorization code, the customer is instructed to hit continue on the website to set up a new password. As soon as the new password is set, the customer will receive access to their Fifth Third online banking profile. The customer is also able to reset their password by visiting the nearest Fifth Third banking center, or contacting the customer service department. The customer service department is available Monday through Friday, 7 a.m. to 8 p.m.; Saturday 8:30 a.m. to 5:00 p.m., ET. Fifth Third Bank, Member [redacted]. Equal Housing Lender. Fifth Third and Fifth Third Bank are registered service marks of Fifth Third Bancorp Please accept my sincere apology for any frustration this may have caused you. I can assure you that your funds were not frozen. Despite not being able to access your account online, your available balance was not affected. Our research also determined that the block has been removed from your online access. We have confirmed that you were able to successfully log on to www.53.com on March 2, 2015. Thank you for your patience while we researched this matter for you. It is a well-known fact that no business can survive without its customers, and I want to assure you that we truly value your banking relationship with us. If I could be of further assistance to you, please contact me directly at (513) 358-2985, or toll free at (866) 360-5353. Sincerely, Patrick Sucher Senior Consumer Resolution Specialist Office of the President Pc: Revdex.com

[redacted] Date: June 22, 2017 Account: [redacted] Regarding Your Mortgage Loan Dear [redacted]: We received copies of the complaints you submitted to the Revdex.com and [redacted]...

[redacted] regarding your mortgage loan. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. We strive to provide exceptional service to our customers, and I am sorry that was not your experience. On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused you. However, we stand by the response that was conveyed to you in our previous letter dated May 25, 2017. I have enclosed a copy of that letter for your convenience. Our position on this matter has not changed. Since our previous response letter, you provided proof of flood insurance effective June 7, 2017. The lender-placed flood insurance policy covered October 3, 2016, to October 3, 2017. That means there was a lapse in coverage from October 3, 2016, to June 6, 2017. The premium charged by the insurer for the lender-placed insurance was $570.51. Therefore, a refund in the amount of $184.44 for the unused portion of the premium for the period June 7, 2017, to October 3, 2017, was issued by the insurer following termination of the lender-placed policy. This refund was credited to your escrow account on June 13, 2017. The requirement for an escrow account for the purpose of funding the disbursement of premiums for lender-placed insurance is no longer necessary because you obtained a flood insurance policy. After the refund of $184.44 was credited to your escrow account the remaining balance of $17.93 was disbursed to you on June 14, 2017. Your mortgage loan payment effective July 1, 2017, is $839.98. Thank you for your patience while we conducted our research. We value your business and 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, Consumer Financial Protection Bureau Enclosures: Previous Response Letter

[redacted] [redacted] [redacted] [redacted] Date: November 2, 2015 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received a copy of your complaint submitted to the Revdex.com concerning the monthly...

service charges on your Fifth Third Bank Essential Checking account. Please be assured that the Bank takes your feedback seriously, and I appreciate the time you have taken to communicate your thoughts and concerns. 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 improving our customers’ satisfaction. We regret the frustration you felt after discovering fees had been charged to your Essential Checking account ending in [redacted]. According to our research, your checking account was changed from an e53 Checking account to an Essential Checking account on October 22, 2012. I have enclosed information about the Essential Checking account for your review. On an Essential Checking account, we waive the monthly service charge of $11.00 if any of the following is met: ? You maintain a combined monthly average of $1,500.00 across your checking and savings accounts ? OR you are a current or former member of the U.S. military with monthly direct deposits totaling $500.00 or more ? OR you participate in your employer’s Fifth Third Banking Benefits Program with monthly direct deposits totaling $500.00 or more ? OR you are a student with a valid student ID Otherwise, the service charge is $11.00 per month, unless your account receives monthly direct deposits totaling $500.00 or more, in which case we reduce the monthly service charge to $8.00 per month. Your account did not begin receiving the $11.00 monthly service fee until February 2015, due to your account balance staying above the $1,500.00 minimum until that time. Information regarding these changes was sent to you at the time your account was updated. In addition to the information given at the time of your account conversion, your monthly statements, which are viewable on 53.com, each state the reason for the waiver or charge of the monthly service fee. Although we regret any misunderstanding that may have occurred throughout this process, we cannot waive further maintenance fees on this account. In the time period prior to your account update, we encouraged you to choose the checking product that that would best meet your needs after a review of your accounts with one of our Bankers. At that time, the Bank serviced more than thirty (30) checking and savings account types. Each account had different features and rules that governed them. In order to simplify the management of the accounts and to provide more flexibility and a clearer understanding to all of our customers, we restructured our deposit products. We understand that many of our customers enjoyed the features of the older account types that we offered. However, based on our research, we believe that our now current products have met the needs not only of our existing customers, but have appealed to a broader base of consumers. [redacted], I appreciate this opportunity to address your concerns and 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, Sarah Starkey Office of the President Enclosure: Essential Checking Information

[redacted] [redacted] [redacted] Date: February 16, 2016 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received your complaints sent to the Revdex.com and the Consumer Financial Protection Bureau...

regarding your checking account. We appreciate the time you have taken to express your thoughts and concerns regarding this matter. Please note that your Early Access probation will be lifted on February 26, 2016. On behalf of the Bank, we would like to offer our sincere apologies for any inconvenience this matter may have caused you. However, we stand by the response conveyed to you in our previous letter sent to the above address on January 19, 2016. Our position on this matter has not changed. 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 call me at [redacted], or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Brandy W. Office of the President Enclosure: Previous Response Letter Pc: Revdex.com [redacted]

[redacted] Date: August 9, 2016 Account: [redacted] Regarding Your Business Elite Checking Account Dear [redacted]: We received a copy of the complaint you submitted to the...

Revdex.com. 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. To maintain the security of your account, I am sending this letter to the address we currently have on record for you. I noticed that the return address you listed on your complaint is different. I encourage you to either call the Customer Service Department, or myself, to make sure that your accounts are properly updated. To prevent an overdraft situation, you have the ability to review your account at an ATM (Automated Teller Machine), on our website at 53.com, through mobile banking, or by calling our Business Banking Customer Service Department at ###-###-####. Our toll-free Telephone Banking system is available twenty-four (24) hours and Customer Service Representatives can be contacted at the same telephone number. They are available Monday through Friday, 7 a.m. to 8 p.m., and Saturday, 8:30 a.m. to 5 p.m. ET. If a business account becomes overdrawn, we assess a $37.00 overdraft fee for each item that posts while the account is overdrawn. The fee posts the following business day. Per-item overdraft fees are not assessed if your account is overdrawn by $5.00 or less at the end of the business day. The account will not be charged for more than ten (10) items per business day. An overdraft notice that details how your account became overdrawn is sent to the address on file and is also available on 53.com. If there is not enough money in the account at the end of the day to cover all of your activity, then we consider transactions in the following order: ** Start with the balance from the prior business day. ** Add in credits and deposits, made prior to end of day cut-off time, per our Funds Availability Policy. ** Deduct posted time stamped debits, such as debit card transactions and ATM withdrawals, in order from oldest to most recent. ** Deduct posted batch debits, such as checks and electronic bill payments, in order from largest amount to smallest amount. ** Deduct fees and service charges. Information regarding how we process credits and debits is available in our Rules and Regulations booklet and our policy is to provide all new account holders with a copy of this handbook at account opening. I have enclosed a copy for your reference. Pages six (6), eleven (11) and twelve (12) give additional detailed information about the order in which we process credits and debits to your account. As the account holder, you are in the best position to know what checks are outstanding on the account. Checks and Automatic Clearing House (ACH) debits will not show as pending against your account during the day because these transactions are posted during our overnight processing. You recently set up Low Balance Alerts through your online banking access. Please be aware that if the account falls below the specified balance amount during overnight processing, you will receive the alert the next day. In response to your concerns, please note that applications for credit are subject to our standard credit review and approval process. Please note that funds on deposit are not typically considered during the loan application process unless the funds are being used to secure the loan. For more information about the lending solutions available for small businesses, please visit our website, 53.com; call ###-###-#### to speak with a sales advisor; or visit your local Financial Center. Since February 1, 2016, this checking account has been overdrawn fourteen (14) times. Please be assured that it is not our intention to cause you any hardship and I apologize for any inconvenience you may have experienced. In appreciation of your banking relationship with us, we have credited your account for $74.00 in overdraft fees. I appreciate this opportunity to address your concerns. Please know that our executive management regularly reviews customer feedback as part of our commitment to improving our operations. 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 Enclosure: Rules and Regulations booklet

[redacted] Date: March 23, 2016 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received a copy of the complaint filed with the Revdex.com regarding transactions...

that posted to your checking account. We appreciate the time you have taken to share your thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused you. On June 19, 2015, we received your dispute for two (2) unauthorized debits in the amounts of $300.00 each that posted to your checking account on April 9, 2015, and on April 23, 2015. We opened case # [redacted] and began our investigation. On July 14, 2015, we posted a provisional credit of $300.00 to your checking account while we investigated your dispute. Your account was also credited $629.00 on June 23, 2015, for the related overdraft fees that were charged to your account. During our investigation, we contacted [redacted]) in order to advise [redacted] of the dispute filed. [redacted] provided our Disputes Department with a copy of a contract in your name. According to the contract provided, on January 12, 2015, you financed $1,000.00 and agreed to make payments of $300.00 to [redacted]. We have confirmed that your checking account ending in [redacted] received a credit of $1,000.00 on January 12, 2015. I have enclosed the checking account statement showing the deposit for your review. Due to the information provided by [redacted], we denied your dispute and reversed the provisional credit of $300.00 from your checking account on July 17, 2015. Please find enclosed a copy of the contract in your name provided by [redacted]. According to the documentation provided, it appears that you initiated this loan with [redacted]. If you still claim that this contract was not authorized by you, you may submit in writing that you did not consent to the provided contract and further explain the credit to your checking account on January 12, 2015, for the proceeds of the loan in question. Please write a letter to further explain your dispute of the transactions with [redacted]. You may mail your letter and any supporting documentation to my attention at: Fifth Third Bank Office of the President Attn: Lisa S. 5050 Kingsley Drive Mail Drop: 1MOCOP Cincinnati, OH 45263 Alternatively, you can fax this documentation to my attention: ###-###-####. Once your letter is received, our Disputes Department can re-open your case and will contact [redacted] to further investigate your claims. Written confirmation will be sent to you from our Disputes Department once their investigation is completed. If you believe that the application with [redacted] was submitted in your name fraudulently, you may want to contact your local law enforcement. They will be able to assist you with completing the necessary documents for any fraud that may have occurred. We appreciate your patience while waiting for a response. If I may be of any further assistance, please contact me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., EST. Sincerely, Lisa S. Office of the President Pc: Revdex.com Enclosure: Copy of contract, checking account statement

[redacted] Date: November 16, 2016 Account: [redacted] Regarding Your Installment Loan Dear [redacted]: We received a copy of your additional rebuttal filed with the Revdex.com along with a copy of the Certificate of Liability Insurance faxed from your [redacted] Insurance agent. We appreciate the additional opportunity to research this matter. As advised in our previous responses, according to our insurance center, your comprehensive insurance coverage was cancelled on December 16, 2015. A new policy was written on March 30, 2016, that included comprehensive coverage. However, the effective date for this policy was May 24, 2016. Subsequently, the Bank purchased insurance coverage, on your behalf, that was in effect from December 16, 2015, until May 24, 2016. In your most recent rebuttal, you claim that the certificate provided from [redacted] Insurance documents that you had comprehensive coverage on the vehicle held for collateral from March 30, 2016, until September 15, 2016. However, our insurance center called your [redacted] Insurance agent directly and was advised that there was not comprehensive coverage on the vehicle until May 24, 2016. Your agent stated that a policy was written on March 30, 2016, however, comprehensive coverage was not added until May 24, 2016. Therefore, the insurance policy that was purchased by the Bank was necessary and you are not entitled to a refund for any of the insurance purchased. This is the same information that has been provided to you by the Bank previously. Our response on this matter has not changed. We consider this issue closed and will no longer respond to you regarding his matter. If I may be of any further assistance, please contact me 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

[redacted] [redacted] [redacted] Date: October 28, 2015 Accounts: [redacted] Regarding Your Platinum Credit Card Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com concerning your Platinum Credit Card. We appreciate the time you have taken to document your thoughts and concerns, and sympathize with the difficulties you have experienced. We completed our research for the Platinum Credit Card account ending in [redacted]. On June 17, 2015, you began the short-term hardship plan. This plan was detailed in the letter that was sent to the address listed above on June 17, 2015, which I have enclosed for your records and review. We understand your concerns about the collection calls you received. Our Collection Department begins making calls to customers when a payment is not received by the due date. They are a failsafe Fifth Third Bank has put in place to make our customers aware of past due payments in an effort to help them avoid late charges and negative credit bureau reporting. They are certainly not intended to cause you any hardship or frustration. We also completed a review of the payment history for the account. On June 26, 2015, we received your payment in the amount of $25.00. Also, on August 28, 2015, we received a payment in the amount of $20.00. I have enclosed copies of these statements for your review. The enrollment letter that was sent to you also details the importance of making your minimum monthly payment, and if a payment is missed for two (2) consecutive months, your account will be removed from the plan. Because we did not receive a payment for a sixty (60) day period, you were removed from this plan on August 26, 2015. Our review determined there was no Bank error in removing the account from the hardship plan. For your information, you will be eligible to request hardship assistance for the account in March 2016. I am sorry for any additional frustration this may cause you. When an account is enrolled in a hardship program, you agree to pay per the payment terms listed on the enrollment letter. In this case, the agreed minimum monthly payment due for the next twelve (12) billing cycles was $14.00. Because you were removed from the plan on August 26, 2015, the terms and conditions of the Fifth Third Card Agreement apply to the account, including the calculations for the minimum payment due. For your information, your next payment is due November 12, 2015, in the amount of $673.88. I have also enclosed a copy of the Fifth Third Card Agreement and this statement for your records and review. Please note we attempted to contact you regarding the payment due for your account at the phone number on file with the Bank, but were unable to reach you. However, our records indicate that you called the Bank on July 31, 2015, to inquire if a $20.00 payment would be acceptable on the account. I am sorry for any difficulties you may have experienced when you contacted the Bank. Thank you for your patience while we researched this matter for you. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, April Q. Office of the President Pc: Revdex.com Enclosures: Statements, Enrollment Letter, Fifth Third Card Agreement

[redacted] [redacted] [redacted] Date: March 24, 2016 Regarding Your Credit Card Application Dear [redacted]: We received a copy of the complaint you submitted to the Revdex.com regarding your credit card application. We appreciate the...

time you have taken to document your thoughts and concerns regarding this matter. As we stated in our previous response letter dated March 10, 2016, we were unable to locate any credit card applications from you within our files. If you would still like to apply for a Fifth Third Bank credit card, you may do so online at 53.com, by visiting any Fifth Third Bank banking center, or by calling our New Accounts Department at ###-###-####, option 3, Monday through Friday, 8 a.m. to 8 p.m., and Saturday, 8 a.m. to 5 p.m., ET. Unfortunately, as we also stated, we were unable to research any contacts you may have had with the Bank based on the information you provided within your complaint. I have enclosed a copy of the previous response letter which contains our address and fax number to send any additional information if you would like to research this matter further. Additionally, per your request, we have removed your name and address from the lists we use to generate promotional mailings. However, please be aware that some mailing lists are compiled up to three (3) months in advance, so there is the possibility that you could receive some promotional mailings in the near future that were generated prior to the removal of your name and address. If you are interested in limiting promotional credit card offers from other creditors, as well, we encourage you to notify the three (3) major credit reporting agencies that you wish to exercise your right to prohibit the use of information in your credit report by any consumer reporting agency from being used to send you offers of credit which you did not request. You can do so for [redacted], [redacted], and [redacted] at once by calling [redacted] (###-###-####). Or write to: [redacted] Credit Information Services, Inc., [redacted]; [redacted] Opt Out, [redacted] [redacted]; and [redacted] Name Removal Option, [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, Elizabeth D. Office of the President Pc: Revdex.com Enclosure (1): Previous Response Letter

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.   
Regards,
[redacted]