Fifth Third Bank

attached is the response being sent to the customer today [redacted] ***Re: Installment Loan [redacted] Dear [redacted] ***:We received a copy of the complaint you sent to the Revdex.com regarding your Installment LoanWe appreciate the opportunity to respond to this matter, and we sympathize with the hardships that you have experienced during the past few months.We are sorry for the difficulties you have experienced with the Installment Loan you acquired in December It is understandable this has caused you frustration and hardship while working to get the situation corrected.We responded to your previous complaint on November 10, with information regarding the delinquencies on the Installment Loan and steps that were taken to assist you in getting the matter settled.In addition, we received an application for settlement of this loan from you on November 10, However, missing from the paperwork was your [redacted] statement from October – November, your [redacted] statements for September – October, and October – November, as well as your credit counseling documentsThe missing paperwork was received by Fifth Third Bank by November 19, Our Loss Mitigation Department called on December 7, to see if you had received any offers on the vehicleOn December 9, 2014, our Loss Mitigation Department denied the settlement due to no offers received within the time frame establishedA denial letter was sent to you December 9, 2014Our Loss Mitigation Department was in contact with you again on January 26, regarding possible assistance Please keep the number provided for that department for future reference if you are able to submit a firm settlement offerTheir number again is [redacted] , option for assistance.Thank you for your patience while we researched this matter for youIf I could be of further assistance to you, please contact me directly at [redacted] Sincerely, [redacted] ***Consumer Resolution Specialist Office of the PresidentFifth Third Bank, Member *** Equal Housing LenderFifth Third and Fifth Third Bank are registered service marks of Fifth Third

[redacted] Re: Credit card xxxx-xxxx-xxxx- [redacted] Dear Ms [redacted] , We received a copy of your complaint filed with the Revdex.com regarding your credit card accountWe appreciate the time you have taken to express your thoughts and concernsOn behalf of the Bank, please accept my sincere apologies for any frustration you experienced regarding this matter We have completed a thorough review of our records relatedYour Platinum [redacted] account ending in [redacted] was opened on January 25, The credit card number associated with the line of credit was changed to an account number ending in [redacted] in March The credit card number ending in [redacted] was then replaced by the current credit card account number ending in [redacted] in November The original application for credit included both you and [redacted] as joint applicantsAt the time of application, we submitted an inquiry into both of your credit reports and determined that we could approve the application for creditMr [redacted] is listed as the primary account holder and you are listed as the user spouseIn our systems, the user spouse and primary account holder have an equal ownership of the account and an equal responsibility for any balances owed on the accountFor this reason, the account and any applicable payment information is reported to the credit bureaus for both the primary account holder and the user spousePlease be advised that because more than seven (7) years have passed since this account was opened, we no longer have a copy of the application for the credit cardI apologize if you were advised by a Bank representative that you were not an owner of the account, and I regret any confusion that this misinformation has caused I understand that you closed the credit card account but Mr [redacted] was able to later have it reopenedAll owners of an account are able to make changes to the accountAs an owner of the account, you were able to request the account be closedHowever, it is possible to reopen a credit card account within sixty (60) days of its closure dateOur records indicate that the credit card account was closed on March 5, The account was then reopened on April 9, The credit card was closed again on April 10, 2014, and it was again reopened on April 17, The credit card was closed again on May 24, 2014, and it was then reopened on May 27, Please be advised that as of October 21, 2014, the credit card account is open and activeThe outstanding balance is $ [redacted] , but this amount does not include any finance charges that have accrued since the last statement was issuedThe account is current with the next minimum payment of $ [redacted] due by October 28, A copy of the most recent credit card statement is enclosed for your reference I have confirmed that your divorce settlement does not alter the ownership of this credit card accountFifth Third Bank does not change account ownership based upon a divorce settlement because the divorce proceedings are a civil matter arising after the origination of the account Therefore, both you and Mr[redacted] are equally responsible for the account balanceYou mentioned that Mr [redacted] has signed a notarized document stating he will close the account and be solely responsible for the balanceAs with a divorce decree, this signed documentation does not alter the ownership of the accountWe are unable to remove this account from your credit bureau reporting and we are unable to remove your name from the accountI regret any distress and frustration this may cause you We appreciate your patience while we researched this matter and we value your businessIf I can be of any further assistance, please contact me at [redacted] Sincerely, [redacted] Consumer Resolution Specialist Office of the President Pc: Revdex.com Enclosure: Credit Card Statement

[redacted] [redacted] January 14, [redacted] ***Re: Business Basics Checking [redacted] , Business MasterCard [redacted] ***Dear [redacted] :We received a copy of the complaint you filed through the Revdex.com regarding your business checking account and business credit card accountWe appreciate the time you have taken to express your thoughts and concerns regarding this matter.On behalf of the Bank, please accept my sincere apologies for the level of service you received from our Collection DepartmentCustomer service is of the utmost importance to all of us at Fifth Third Bank, and we appreciate your feedback as it assists us in identifying problems in an effort to continuously improve the service we provide our customersPlease be assured that we have contacted the relevant parties to express your dissatisfaction with the service you received, and passed on your concernsI 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.On September 6, 2013, a $credit refund was sent to [redacted] at the mailing address on filePlease note that if a credit balance remains on a credit card for sixty (60) days, the Bank will issue a refund check to our customerThis refund check does not close the credit cardIt is used to offset the credit on the MasterCardIn our research we were not able to find either an attempt, or a request to close this credit card account.On April 30, 2014, a purchase in the amount of $posted to your accountWhen the Bank did not receive payment for this purchase, our Collection Department contacted you about the account to make you aware of the delinquencyAs part of quality assurance, the Collection Department agents are required to notify you that past due accounts may be assessed late fees, and also may be reported negatively to the credit bureaus.On July 28, 2014, in a conversation with our Collection Department, you mentioned that the purchase of $was erroneousPlease be aware that you would have had the option to dispute this charge within sixty (60) days from the date when the charge posted to your credit card accountThe Collection Department advised you during this call that you would need to send a letter stating the charge was erroneousHowever, our records do not show that a dispute was ever initiated for this charge.On August 1, 2014, our Collection Department closed your Business MasterCard as you requestedThe Collection Department also agreed to waive the finance charges and late payment fees that were associated with the past due amountWith the card successfully closed, no further charges can go through the card in the futurePlease be assured that your account was not reported negatively to the credit bureausOur records show as you mentioned in your complaint, that you requested a letter confirming any corrections made to your credit reportPlease note that had your account been reported negatively to the credit bureaus, we would not have been able to make any corrections to your credit report until the balance due had been paid in fullI am sorry for any misunderstanding, and that you did not receive a letter of apology as you also requested at that time.On August 25, 2014, your payment of $was received and posted to your credit card accountThe Collection Department waived all finance charges and late payment fees associated with the past due amount as agreedThe card now has a zero balance, and is showing as paid in fullI am sorry for the difficulties you experienced in trying to close your Business MasterCardIt was certainly not our intention to cause you any hardship.If you would like to contact the credit bureaus directly, their contact information is below:Equifax ###-###-####Experian ###-###-####TransUnion ###-###-####Innovis ###-###-####Per your request, we also closed your Business Basics Checking account with a zero balance on January 5, I am sorry that your account was closed at the time of your original requestWe will send a final statement to you on approximately January 31, If you access your account online at 53.com, you will see that your account is now closed.Thank you for your patience while waiting for a responseYou have been a valued customer, and we hope you will reconsider using Fifth Third Bank for your financial needs in the futureIf I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####.Sincerely, [redacted] Senior Consumer Resolution Specialist Office of the PresidentPc: Revdex.com

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]

Please find attached our response to the complaint filed by Mr [redacted] [redacted] [redacted] ***Re: Equity FlexLine [redacted] Dear [redacted] :We received a copy of the complaint you filed with the Revdex.com and sent to the Bank regarding the application process for your new Fifth Third Bank Equity FlexLine accountWe appreciate the time you have taken to document your thoughts and concerns regarding this matter.Your comments expressing less than quality service are very concerningOn behalf of the Bank, please accept my sincere apologies for any inconvenience you experienced during the application process for your new Equity Flexline accountPlease be assured that I have contacted the relevant parties to express your dissatisfaction with the service you received and passed on your concernsWe strive to provide professional and accurate information to all of our customers, and we regret and difficulties you encountered.When applying for an Equity FlexLine, several factors are reviewed in order to issue approval for the new account including your debt to income ratio and any related information that we receive from the credit bureausShould these factors not meet our required guidelines for the Equity FlexLine account, then the application may be declined.On September 30, 2014, you submitted a joint Fifth Third Bank Equity Flexline application for a requested credit line in the amount of $125,On October 20, 2014, we received your signed application and the additional documentation requested via faxPer our guidelines, the required debt to income ratio must be forty-five percent (45%) or less and the payment to income ratio must be thirty percent (30) or less.After our initial review of the information provided, your application was conditionally approved for $115,on October 29, After attempting to verify the income documentation you provided, the Equity Flexline amount was reduced by $10,to bring the payment to income ratio within guidelines.While processing the application, we determined that your debt to income ratio exceeded our guidelinesTherefore, we submitted a counter offer to you for a smaller line of credit in the amount of $99,In order to bring the debt to income ratio within our guidelines, the following accounts needed to be paid off and closed or paid down to a zero balance:Account BalanceFifth Third Bank Mortgage Loan ending in *** $14,656.00, monthly payment $1,995.00Fifth Third Bank Credit Card ending in *** $17,757.00, monthly payment $[redacted] (vehicle) $4,351.00, monthly payment $395.00Fifth Third Bank Equity FlexLine ending in *** $55,390.00, monthly payment $ It should be noted that the account balances shown above are based on information received from the [redacted] credit bureau when your application was initially submittedOn November 7, 2014, you chose to accept the counter offer and proceed with the application.The closing for the new Equity FlexLine was scheduled to be completed on November 14, However, you disagreed with the payoff amounts noted for your vehicle and mortgage loan at that timeTherefore, you requested that the closing be postponed until updated payoff amounts could be obtained.While working to get the updated payoff amount for your vehicle, our underwriting department realized that the amount noted above was for the remaining lease account payments due, not a payoff for an installment loan as previously thoughtThe full payoff amount we received from [redacted] Financial Services was $18,This was much higher than the prior amount used our in debt to income calculations.Unfortunately, we were not able to increase the Equity FlexLine to include the vehicle payoff or approve your application without paying off the vehicle since it would cause your debt to income ratio to be outside of our guidelinesAfter further review, an exception was made not to include the [redacted] Financial Services account and reduce the line of credit amount to $85,As a result, your application was approved.On December 4, 2014, the closing for the new account was completed, and your new Equity FlexLine ending in *** was openedProceeds totaling $84,were advanced from the new account and disbursed as follows:Credit Card ending in *** $17,944.19Equity FlexLine ending in *** $55,097.30Mortgage Loan ending in *** $11,777.48Mr [redacted] , please be assured that it was not our intention to cause you any hardship or frustrationWe hope that this resolution was satisfactoryIf I could be of further assistance to you, please contact me directly at [redacted] .Sincerely, [redacted] Consumer Resolution Specialist Office of the PresidentPc: Revdex.coms

We received a copy of the complaint you filed with the Revdex.com regarding your installment loan accountWe appreciate the time you have taken to document your thoughts and concerns regarding this matterYour comments expressing less than quality service are very concerningOn behalf of the Bank, please accept my sincere apologies for any inconvenience these matters may have caused youPlease be assured that I have contacted the relevant parties to express your dissatisfaction with the service you received and passed on your concernsWe strive to provide professional and accurate information to all of our customers, and we regret if that has not been your experienceIt is important to ensure that full coverage insurance for your vehicle is maintained throughout the life of your installment loanLetters were sent to the address on file for your installment loan requesting that you provide proof of insurance for your vehicle on October 20, 2014, November 18, and December 8, Unfortunately, we did not receive the requested documentation from youTherefore, a force placed insurance policy was added to your installment loan on December 22, 2014, at a cost of $3,The policy was effective from August 19, to August 19, On January 12, 2015, you contacted us and requested that we speak with your insurance agent to verify coverage for your vehicleAt that time, we updated our records with the insurance policy information your agent provided to us verballyAs a result, the force placed insurance policy was cancelled and a partial refund of $2,was applied to your installment loan on January 15, However, due to the lapse of insurance coverage from August 19, through October 1, 2014, $of the force placed insurance policy remained due on your installment loanYour agent provided additional information and confirmed there was no lapse in coverage for the vehicleAccordingly, the remaining force placed insurance premium of $was credited back to your account on January 26, Your installment loan is considered past due for payment if we do not receive your total monthly payment including the cost of any forced place insurance by the due date indicated on your contractShould your installment loan become past due, your account may be subject to late charges and we may attempt to repossess your vehicleOur Collection Department will attempt to reach you via the telephone numbers we have on file for you to inform you of the delinquency to and make payment arrangementsTypically, it can take up to two (2) weeks for the cancellation of force place insurance to be processed and for the collection calls to be stoppedHowever, there was a delay due to a system issueUnfortunately, you continued to receive collection calls during this timeOn February 23, 2015, the force placed insurance was completely cancelled and removed from your installment loanAs a result, any late fees assessed because of the insurance were waived and the account was removed from the Collection DepartmentWe sympathize with the difficulties you encountered regarding your installment loanThe most recent payment of $posted to your account on March 3, Your next payment is due on March 27, [redacted] ***, please be assured that it was not our intention to cause you any hardship or frustrationWe appreciate your feedback as it assists us in identifying problems and to continuously improve the level of service we provide to our customersYou are a valued customer and we look forward to serving your financial needs in the futureIf I could be of further assistance to you, please contact me, directly at ###-###-#### or toll free at ###-###-#### Monday through Friday, a.mto p.m., ETSincerely, [redacted] Consumer Resolution Specialist Office of the President

Please find attached a copy of the letter being mailed to the customer todayThank you.January 15, 2015Karen JMiller [redacted] ***Re: Equity FlexLine [redacted] Dear [redacted] Thank you for the follletter you sent to the Office of the President regarding your Equity FlexLineWe also received a copy of the complaint you submitted to the Revdex.comWe appreciate the time you have taken to document your additional thoughts and concerns regarding this matter.On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused youHowever, we stand by the response conveyed to your in our previous letter sent on December 18, Our position on this matter has not changed.As we explained in our previous letter, there is a non-refundable annual charge of $assessed each year your Equity FlexLine account remains open for use of the accountUnfortunately, we do not have any record of any exceptions being made to the annual charge that may be assessed per your credit agreementPlease note that the credit agreement states that an annual charge “may” be assessed as opposed to “will” be assessed to allow for State-specific exclusionsNorth Carolina has no provision that prevents the Bank from assessing an annual charge to an Equity FlexLine.On October 25, 2014, an annual charge of $was assessed and posted to your Equity FlexLine ending in ***On November 24, 2014, we received and posted your payment of $to satisfy the annual charge.It was certainly not our intention to cause you any hardshipHowever, because the annual charge is non­refundable, we are unable to refund the charge to youI am sorry for any frustration this may cause you.Please be aware that annual charges will continue to be assessed regardless of current usage until the account is closedUnfortunately, we are unable to close the account as you requested in your complaintIn order for us to close the account, you need to provide us with a signed written requestYou may mail this signed request to the following address:Fifth Third BankOffice of the President Attn: [redacted] Alternatively, you may fax this signed request to my attention at (513) 358-Please be aware that if you choose to close your account within three (3) years from the date of your credit agreement, which is October 15, 2013, an early termination fee of $will be assessed to your account.You also expressed concerns that you had to make several trips to the banking center while your Equity FlexLine application was being reviewedPlease note that throughout the application process, our Underwriting Department may request additional documentation to proceed with your application, I am sorry for any inconvenience this may have caused you.Thank you for your patience while waiting for a responseWe regret that you feel the need to close your accountIt is a well-known fact that no business can survive without its customers, and we want to assure you that we truly value your banking relationship with usIf I could be of further assistance to you, please contact me directly at (513) 358-1813, or toll free at (866) 360-5353.Sincerely,Elizabeth DraperSenior Consumer Resolution Specialist Office of the PresidentPc: Revdex.com

[redacted] ***Date: April 22, Account: [redacted] Re: Revdex.com Complaint ID # [redacted] Dear [redacted] :We received a copy of your complaint filed with the Revdex.com regarding disputed transactions on your checking accountWe appreciate the time you have taken to express your thoughts and concerns regarding this matter.On February 6, 2015, a deposit in the amount of $7,from the IRS for your tax refund, credited your checking account ending in ***While researching your concerns, we were able to locate one (1) large withdrawal in the amount of $4,that came out of your account on the same day, February 6, This withdrawal was transferred online to a savings account ending in ***, belonging to both you and your husband, [redacted] On February 19, 2015, a withdrawal was made in cash out of that joint savings account by [redacted] , in the amount of $3,Additionally, on February 19, 2015, a withdrawal was made in the amount of $from your checking account ending in ***, by [redacted] These two (2) transactions happened at the same time on the same day at the same Banking CenterWe compared the signature from the withdrawals to the signature card for both checking and savings accounts and it was a matchBecause [redacted] is a joint owner on these accounts, we cannot credit your account for the withdrawals that were initiated by him.Between February 17, and March 17, 2015, a total of $3,was transferred out or your checking account ending in [redacted] in the form of nineteen (19) separate transactions, initiated by the co-owner of your accounts, [redacted] These transactions were online transfers to three (3) separate accounts that [redacted] ownsIt should be noted that there were five (5) transfers into your checking account during that same timeframe, totaling $1,700.00.There were also six (6) ATM withdrawals made during February 17, and March 17, 2015, totaling If you have questions concerning any of these transactions, please feel free to contact me at the number below and I would be happy to help you as much as our privacy policy allowsIf [redacted] would like to dispute any of these transactions, he can do so at any of our Banking Centers or by calling ###-###-####[redacted] , we appreciate your patience while waiting for a response, and we sympathize with the difficulties you have encountered regarding your accountYou are a valued customer and I appreciate this opportunity to address your concernsIf I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ET.Sincerely, [redacted] Consumer Resolution Specialist Office of the President

Please find attached a copy of the letter and enclosures being mailed to the customer todayThank youJanuary 21, [redacted] ***Re: Installment Loan [redacted] Dear [redacted] We received a copy of the complaint you submitted to the Revdex.com regarding your installment loanWe 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 installment loanWe strive to provide exceptional service to our customers, and I am sorry if we failed to meet your expectationsPlease be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the BankI 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.On March 4, 2014, you agreed to a sixty (60) month installment loan of $11,with a monthly payment of $due on the eighteenth (18th) of each month beginning on April 18, If your vehicle becomes a total loss during the life of the loan, you are required to continue making payments until your loan is paid in fullI have enclosed a copy of your installment loan contract for your review.On October 21, 2014, our Collection Department was informed that the vehicle securing your installment loan was declared a total loss as of October 15, When they spoke with you on that day, they informed you that you were still required to make payments on your installment loanOn October 28, 2014, our Collection Department faxed the necessary paperwork to your insurance company to disburse the funds from your claimOn November 7, 2014, your insurance company informed our Collection Department that a check was being issued that dayWhen we did not receive the check from them, your insurance company told our Collection Department on November 21, 2014, and again on December 26, 2014, that they would be issuing a new checkOn January 5, 2015, we received and posted the insurance check of $6,545.18, with an effective date of October 15, However, your insurance did not pay the installment loan balance in fullPursuant to the terms of the enclosed installment loan contract, you are liable for paying the remaining balance.We have not received any payments from you since October 8, As of January 8, 2015, your installment loan is past due for your November and December payments totaling $In order to make arrangements for payment, please contact our Collection Department at ###-###-####Any agent will be happy to assist youPlease be aware that if your installment loan remains past due, we may assess additional late charges, send negative reporting to the credit bureaus, and refer your installment loan to an outside collection agency or attorney to initiate legal action against you.It was certainly not our intention to cause you any hardshipHowever, it is your responsibility to maintain timely payments while an insurance claim is pendingTherefore, we are not willing to waive any late chargesI am sorry for any frustration this may cause you Per your request, I have also enclosed a payoff statement dated January 7, As of that date, the payoff of your installment loan is $3,726.61, with interest accruing by $dailyIf you would like to pay off your installment loan, you may send a check or money order to the address on the payoff statement.You also expressed concerns about having to maintain insurance on the vehicleAlthough full coverage vehicle insurance is required for the life of the loan, because your vehicle was declared a total loss, you are no longer responsible for maintaining insurance on itPlease also be assured that your installment loan has been removed from our insurance department’s tracking so that force-placed insurance will not be added to your installment loan when you cancel your current policy.Thank you for your patience while we researched this matter for youIf I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####.Sincerely, [redacted] Senior Consumer Resolution Specialist Office of the PresidentPc: Revdex.comEnclosures (2): Installment Loan Contract and Payoff Statement

November 3, [redacted] ***Re: Credit Card Account XXXX-XXXX-XXXX-***Dear Ms [redacted] ,We received a copy of your complaint filed with the Revdex.com, concerning your credit card account ending in ***We appreciate the time you have taken to express your concerns regarding this matterOn behalf of the Bank, we would like to offer our sincere apologies for any inconvenience this matter may have caused youPlease be assured that it was not our intention to cause you any frustration or hardshipOur records show that you have chosen paperless statements for your credit card accountPer your request, paper statements are no longer mailed to youThis information and a copy of your credit card statement can be obtained from www.53.com.On May 18, 2014, we issued your paperless credit card statement requesting a minimum payment of $ [redacted] by June 15, Since we did not receive your minimum payment by the due date, a late charge of $ [redacted] was assessed on June 17, We do not show that any payments were received.On June 18, 2014, we issued your credit card statement requesting a minimum payment of $ [redacted] by July 15, Your payment for $ [redacted] posted to your account on July 7, Since we did not receive your complete minimum payment by the due date, a late charge of $ [redacted] was assessed on July 16, Your credit card account is considered [redacted] if we do not receive the total minimum payment by the due dateSince your credit card remained [redacted] during two (2) consecutive months, the account was revoked and cancelled on August 18, Due to this reason, you are no longer able to use the cardOur records also show that our Collection Department made several attempts to contact you by phone regarding the past due payments on your credit card accountCurrently there is a minimum payment of $***due by November 15, For your review, I have included your credit card statements from May through October We have completed our review of the payment history reporting on your credit report for your credit card accountOur review determined that the information provided to the credit reporting agencies is accurateWe are required to report accurate information to the credit reporting agencies and we are unable to change our reporting unless it directly relates to a bank errorTherefore, we are unable to remove the delinquencies or the revoked status from your credit card accountIf you would like to contact the credit bureaus directly, their contact information can be found below: [redacted] researched your requestIf I could be of further assistance to you, please call me at [redacted] Sincerely, [redacted] Consumer Resolution Specialist Office of the PresidentPc: Revdex.comEnclosures (6): Credit Card Statements

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10207014, 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.] 5/Bank attempts to say that all was done properly and in accordance with guidelinesNothing is further from the truth In regards to the appraisal 5/did order the appraisal knowing full well the power was not on as neededThey were so informed by me, and the Agent In regards to additional requirements from me, I specifically asked well prior to their deadline and was informed they needed nothing further It took several days and requests to 5/to determine just what they wanted re structural engineers inspection, and then it was for areas original to the home We were not informed of clear to close until the day before closing, and then the required payment was not received (incorrect amount as well) until PM the night before 5/ignores the unprofessional conduct by it's representatives, as expectedThey also refuse to acknowledge their open questioning of my integrity The facts remain, 5/Bank is unprofessional and totally lacking in ethicsI will never recommend them to anyone Regards, [redacted] ***

[redacted] *** [redacted] *** Date: April 8, Account: [redacted] Re: Installment LoanDear [redacted] :We received a copy of the complaint you recently filed with the Revdex.com concerning your Fifth Third Bank installment loan accountWe appreciate the time you have taken to document your thoughts and concerns.We strive to provide professional and accurate service to our customers and I am sorry if that has not been your experience Customer service is of the utmost importance to all of us at Fifth Third Bank and we appreciate your feedback as it assists us in identifying problems in an effort to continuously improve the service we provide our customers Please be assured that we have contacted the relevant parties to express your dissatisfaction with the service you received and passed on your concerns.Your installment loan is considered past due for payment if we do not receive your total monthly payment by the due date indicated on your contract, the seventeenth (17th) of the month The final calendar day of your grace period for the loan is not considered the due date for your payment obligationsThe grace period indicates when a late charge will actually be assessed to your account for a past due payment There is a ten (10) day grace period on the account, with a late charge assessed if the payment is not received prior to the end of the grace period Should your loan become past due, your account may also be subject to derogatory credit bureau reporting and we may attempt to repossess your vehicleOur Collection Department will attempt to reach you via the telephone numbers we have on file for you to inform you of the delinquency and to make payment arrangements.In researching your concerns, we found that on January 3, 2015, you signed a contract with the Bank for a term of sixty-three (63) months with payments to begin on February 17, As of April 7, 2015, we have not received any payments on the account and, as a consequence, two (2) late charges of $each have been assessed to the account We are not willing to reverse the late charges Additionally, your credit report has been affected negatively Our records reflect that a Payoff Statement was faxed to ###-###-####, attention Alicia, on March 16, A copy of the Payoff Statement was mailed to you at the above address on the same date Please note that it would be your responsibility to refinance your vehicle with another lending institution and not the Bank’s responsibilityEnclosed, please find another copy of the Payoff Statement for your files In addition, we mailed a letter to you on February 21, 2015, that advised that you would be able to make payments over the telephone by contacting our Collection Department at ###-###-#### I have enclosed a copy of that letter for your files On April 6, 2015, a book of payment coupons was ordered and will be mailed to you, which will allow you to make payments on the account via the mail.A convenient option available to you that will assist in making sure your payments are applied to your installment loan account in a timely manner is Auto BillPayer When you use the Auto BillPayer system, you decide what day you want the payment posted to your installment loan account and Auto BillPayer will automatically withdraw the funds from your checking account, even if it is not a Fifth Third Bank checking account, and post it to your installment loan account There is no charge for this service If you have an interest, you may contact Auto BillPayer at ###-###-#### for additional information about the service or to sign up for it.You are a valued customer and I appreciate this opportunity to address your concerns As outlined above, there are multiple ways of making a payment on your installment loan account without doing so onlineOn behalf of the Bank, please accept my sincere apology for any inconvenience or concern that this matter may have caused you If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ET.Sincerely, [redacted] Office of the PresidentPc: Revdex.comEnclosure: (2)

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 The resolution I requested was to have the policy changed or at minimum to have an EXECUTIVE call me to explain why this policy is customer friendly Fifth-Third's response was to explain the policy to me and why I wasn't compliant That information, I had already figured out In no way, did the customer relations manager explain how this practice is customer friendly All it did was reinforce to me how this practice is predatory to the consumer It is a true statement on the banking system today 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 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.] I was at their [redacted] Rd office on 1-12-to pay off balance dueReturned 1-16-to again asked why no statements receivedWe verified the phone number and it was changed years ago I received my first statement on 2-11-Unfortunately, we are at a crossroad, I can claim no statements received, they show statements with address and assume they were receivedThey can hear you but have not learned how to listen! Please keep my complaint on file, maybe some else have had similar problems with Fifth Third Bank 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 complaintA couple things are wrong with this responseFirst off, and most glaringly, I was never informed of any account length restrictions, nor was that ever brought up as a possible explanation as to why my payments were being reversedSecond, I was explicitly told by the Fifth Third Bank's collection department that I owed over $to bring my account to currentIt wasn't until I called back later that I was told that I didn't actually owe that much to bring it current and only owed $When I spoke to a representative named [redacted] later about having my account backdated, I was told that indeed the collections department attempts to collect the NEXT months payment as wellIt was never communicated to me that the $some dollar amount told to me included the next month's payment as wellI was also threatened with having my car repossessed and told I wasn't permitted to make payments over the phone for a yearAnd again, never was the length of my account number brought up.Third, as I understand it, having my payment only backdated to Octincreased the amount of interest I am payingThis is completely unacceptable to me as the fault lies squarely on Fifth Third bank and their system being incapable of handling account numbers which they apparently didn't even know until my case came up, or at the very least, never informed me of or bothered to look into on the part of the many people I talked to in both collections and customer service.Fourth, I have now transferred my loan to another bank and the check has cleared with Fifth ThirdBecause of the backdating of my payment to Oct as well as possibly some other unforeseen issue, the amount it is showing that I am negative (as in over paid on the account) is less then it should beI have now been charged too much interestIn the letter I received, it claims that the interest was adjusted appropriately, yet the website does not indicate that they owe me the money back that they should Again, this is completely unacceptable to me, and it has now become a trend of abusing my account for all the interest and fees you can get, and abusing me over the phone which brings me to point 5.Fifth, when I contacted customer service YET AGAIN about my account, this time due to yet another bug on Fifth Third's website I was mistreated by a supervisor of the customer service departmentLooking on the website, my account summary stated at the very top, in a highlighted row, " [redacted] CURRENT BALANCE ON 10/17/2014- $26, † [redacted] " This was after some transactions reversing the $late fee for my payment as Fifth Third seemingly acknowledged that it wasn't my fault I couldn't make a paymentReading this line, and seeing a reversal of my earlier payment below, I became concerned that something else had now happened to THIS payment which was a [redacted] payment paid for in cashThe first person I spoke with told me that it was under review by the Vice President's office and that they would get back to meI asked to be transferred to a supervisor as this wasn't acceptable since I was in the process of transferring my loan to another bankThe supervisor was repeating over and over again that the statement that my balance on 10/17/wasn't $26,while I was trying to explain that I believed her, but the website was telling me a different numberShe repeated that she was "sorry I felt it was displayed wrong", finally after making it abundantly clear that I was reading word for word off the screen, she said very condescendingly that she'd have someone "look into it"This isn't a matter of me thinking it's displayed wrong, the website is stating a completely fact.Sixth, if Fifth Third Bank cannot process accounts with more than digits over the phone, why would the Auto BillPayer be any different?I sincerely hope that I am an outlier and an exception here and this isn't a pattern of customer abuse by Fifth ThirdI can understand some hesitation on customer service's part when I am claiming that it is an issue on their end that I can't pay my bill, but accusing me of lying and just not liking how the info is displayed on a website is insulting and wrongAlso now apparently withholding more interest than is due, is totally unacceptable to meAnd your collections department did outright lie to me about how much money I owed to bring my account current when I was contacted by them on Oct8th Regards, [redacted] ***

February [redacted] *** [redacted] [redacted] *** Re: Installment Loan [redacted] Dear [redacted] ***: We received a copy of your complaint filed with the Revdex.com, concerning your vehicle’s installment loan paymentsWe appreciate the time you have taken to bring this matter to our attention, and we sympathize with the difficulties you have experiencedWe reviewed the payment history for the installment loan, as well as the original loan agreement and modification agreementOur review confirmed that the terms of the installment loan modification were breachedThe modification agreement entered into in December states that the loan would revert back to your original payment and interest rate if you became two (2) or more payments past dueThere were no payments made on this installment loan between July 16, 2014, and September 5, The modification was removed from the account on August 29, 2014, because the account became two installment payments past dueYour monthly payment reverted back to the original payment amount of $ [redacted] , beginning with the September 27, paymentWe regret any frustration this may cause, however we are required to report accurate information to the credit reporting agencies and we are unable to change our reporting unless it directly relates to a bank errorYour installment loan does have a ten (10) day grace periodThe grace period does not change your payment due date, the grace period allows you to make your monthly payment within ten (10) days of your due date without incurring late chargesWe do not consider the grace period on the loan as the due date for your payment obligationsIn your enclosed loan modification agreement, please note section three (3) on page one (1)As mentioned in your complaint, it does state a re-evaluation process upon reaching the maturity date of your loanIf on the maturity date, borrower still owes amounts under the Note, as amended by this agreement, Borrower(s) will pay these amounts in full on the Maturity DateIf a financial hardship continues at this time, Borrower(s) may request a re-evaluation to determine if further modifications can be madeSince, your loan has not reached the maturity date, the Collection department was correct in saying that this was not currently an option for your loanI have also enclosed a copy of your original loan agreement and installment loan payment historyThe enclosed payment history shows that your last payment was received on February 6, This payment was a partial payment for the amount owed on December 27, The below chart illustrates the payments made since your loan modification agreementFifth Third Bank, Member ***Equal Housing LenderFifth Third and Fifth Third Bank are registered service marks of Fifth Third Bancorp Payment Amount Payment Payment Past Due Due Date Owed Amount Date Amount We strive to provide professional and accurate service to our customers, and I apologize for any inconvenience this may have caused youIf I could be of further assistance to you, please call me directly at [redacted] or toll free at [redacted] Sincerely, [redacted] Senior Consumer Resolution Specialist Office of the President PC: Revdex.com Enclosures (2): History and Modification Agreement Fifth Third Bank, Member ***Equal Housing LenderFifth Third and Fifth Third Bank are registered service marks of Fifth Third Bancorp

October 2, [redacted] [redacted] [redacted] *** Re: [redacted] Dear Mr [redacted] , We received a copy of your complaint filed with the Revdex.com, regarding the overdraft transfer fees assessed to your checking accountWe appreciate the time you have taken to document your thoughts and concerns regarding this matterYour comments expressing less than quality service are very concerningOn behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused youWe strive to provide professional and accurate service to our customers and we regret if that has not been your experienceOverdraft protection automatically transfers funds from a Fifth Third Bank savings account, credit card, or equity line to cover items that overdraw your checking accountWith overdraft protection, we charge a reduced transfer fee of $ [redacted] for each transfer versus a higher overdraft fee of $ [redacted] or $ [redacted] for each posted item that overdraws your accountWhile researching your concerns, we contacted the [redacted] Financial Center Manage (FCM) to determine if he recalled the conversation referenced in your complaintUnfortunately, the FCM did not remember speaking with youHowever, the FCM reiterated that customers are provided with the information noted above regarding overdraft protection for their checking accountsPlease be aware that your savings account ending in [redacted] is connected to your checking account as overdraft protectionMany of our customers appreciate the added feature of overdraft protectionOn August 18, 2014, the beginning balance for your checking account was $ [redacted] Four (4) transactions totaling $ [redacted] posted to your accountTherefore, your ending account balance was negative ($ [redacted] )Due to insufficient funds, an overdraft protection transfer from your savings account was initiated for $ [redacted] and posted to your checking account the following dayOn August 20, 2014, the beginning balance for your checking account was $***One (1) item for $ [redacted] posted to your accountTherefore, your ending account balance was negative ($***)Due to insufficient funds, an overdraft protection transfer from your savings account was initiated for $*** and posted to your checking account the following dayOn August 20, 2014, the beginning balance for your checking account was $***An online bill payment for $ [redacted] posted to your accountTherefore, your ending account balance was negative ($***)Due to insufficient funds, an overdraft protection transfer from your savings account was initiated for $ [redacted] and posted to your checking account the following dayWe sympathize with the difficulties you have encountered regarding your checking accountTherefore in the interest of customer service, the previously assessed dormant account fee of $ [redacted] and overdraft transfer fees totaling $ [redacted] were reversed and credited back to your checking accounts accordinglyIn addition, a copy of our Rules and Regulations Applicable to All Fifth Third Consumer and Business Banking Accounts and Cards booklet is enclosed for your referencePages 3, and provide more information in regards to overdraft protectionMr [redacted] , please be assured that it was not our intention to cause you any hardship or frustrationYou were a valued customer and we hope that you will consider the Bank for your financial needs in the futureIf I could be of further assistance to you, please contact me directly at [redacted] *** [redacted] Sincerely, [redacted] Consumer Resolution Specialist Office of the President Pc: Revdex.com Enclosure: Rules and Regulations booklet

Please find attached the response being sent to the customer today.February 17, [redacted] [redacted] [redacted] *** Re: Installment Loan [redacted] Dear [redacted] : We received a copy of the complaint you filed through the Revdex.com, regarding the final payoff amount for your installment loanWe appreciate the time you have taken to document your thoughts and concerns regarding this matterOn behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused youPlease be assured we have researched this matter thoroughly, and passed on your concerns to the relevant parties within the BankI 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’ satisfactionThe final payment for an installment loan is not provided in a coupon bookThis is because the final payoff of the loan is unpredictable and unknown until the second to last payment is receivedThe Bank automatically sends out a final bill during the month prior to the maturity dateOnce we have received the final payment for an installment loan, the lien for the vehicle will be released within ten (10) business daysOn December 10, 2014, we received and posted your forty- seventh (***) installment payment of $ [redacted] A payoff letter was generated and mailed to the address listed above on December 26, I have enclosed a copy of that letter for your reviewI am sorry if you did not receive it when we initially sent it to youYour final payment was due on January 21, On January 20, 2015, we received and posted your final payment of $ [redacted] for your vehicle installment loan ending in***, paying your installment loan in fullI have enclosed your installment loan payment history for your recordsThe title for your [redacted] was an electronic [redacted] titleOn January 28, 2015, the lien was released on your vehicleYou can visit your local [redacted] ***’s office to obtain a lien-free paper titleFifth Third Bank, Member***Equal Housing LenderFifth Third and Fifth Third Bank are registered service marks of Fifth Third Bancorp Thank you for your patience while waiting for a responseYou are a valued customer, and we hope you will consider using Fifth Third Bank for your financial needs in the futureIf I could be of further assistance to you, please call me at [redacted] , or toll free at [redacted] Sincerely, [redacted] Senior Consumer Resolution Specialist Office of the President

September 30, [redacted] Re: Mortgage Loan XXXXXX [redacted] Dear Ms***, Thank you for contacting the Bank regarding your mortgage loanWe appreciate the time you have taken to express your concerns regarding this matter We have completed our review of the payment history reporting on your credit report for your mortgage loanOur review determined that the information provided to the credit reporting agencies is accurateWe regret any frustration this may cause you; however, we are required to report accurate information to the credit reporting agencies and we cannot accommodate your request to correct prior negative reportingI have enclosed a copy of the payment history for your review If you would like to contact the credit reporting agencies directly, their contact information can be found below: [redacted] Your escrow account is analyzed every April in accordance with RESPA (Real Estate Settlement Procedures Act) guidelinesAt that time, we will estimate your insurance and tax payments for the following year in order to calculate the funds needed in your escrow account to make these paymentsAny changes in property taxes or insurance premiums will be reflected at the time of analysis unless we receive additional documentation from your tax municipality or insurance company before that time When the escrow analysis is complete, we mail you an Annual Escrow Account Disclosure Statement, which details the results of our escrow analysis including any escrow shortage or overage that might occurIf an escrow shortage exists, you may pay for the total shortage amount by the due date indicated on the Annual Escrow Account Disclosure Statement or the shortage will be collected as part of your overall monthly mortgage paymentIf an overage exists, a refund check may be issued directly to you for the amount of the overage On April 25, 2014, we performed an annual escrow analysis and mailed to you an Annual Escrow Account Disclosure Statement (copy enclosed), which disclosed an escrow shortage of $ [redacted] This disclosure details that your monthly mortgage payment was increasing beginning June 1, The shortage could be paid in full with the coupon provided or divided over the next monthsWhen the shortage was not paid in full, your mortgage payment increased to $ [redacted] effective with the June 1, payment Ms ***, we strive to provide professional and accurate service to our customers, and I apologize for any inconvenience these matters have caused youIf I could be of further assistance to you please contact me directly at [redacted] Sincerely, [redacted] Consumer Resolution Specialist Office of the President Enclosures: mortgage payment history, Annual Escrow Account Disclosure Statement

[redacted] Lyrmfield RdMemphis, TN 38119RE: Installment Loan [redacted] Dear [redacted] :Thank you for the letter you sent to the Revdex.com regarding your vehicle installment loanWe appreciate the time you have taken to document your thoughts and concerns regarding this matter.On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused youPlease be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the BankI 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.Please note that the Bank does not have any record of a letter you sent on December 5, 2014, regarding payment arrangements for your vehicle installment loan ending in ***If you have a copy of the letter please send it to the following address:Fifth Third BankOffice of the President Attn: [redacted] Drive Mail Drop: [redacted] ***Alternatively, the requested letter can be faxed to my attention at: ###-###-####.Our records do not show a Fifth Third Bank employee with either the first or last name of ***Our records also do not show an employee with an employee II) of [redacted] If you are having difficulty making your loan payments, the Bank has ways to help youPlease see the enclosed Auto Assistance paperworkPlease note also that you may call ###-###-#### if you have questions about this paperwork or would like to explore other payment options that may be available to you.Please be aware the information provided to the credit reporting agencies by Fifth Third is accurateWe regret any frustration this may cause you; however, the Bank is required to report accurate information to the credit reporting agencies and we are unable to correct any prior negative credit reporting.As indicated in the enclosed installment loan note that you signed when your loan was originated on January 9, 2009, your full loan payment is due on the twenty third (23'1) of each monthIf a payment is received after the due date, it is considered late and subject to a late payment feeThere will be no negative reporting; however, if the full payment is received within thirty days of the payment due date.Please also note that a verbal cease and desist order was submitted at your request on September 10, When a cease and desist order is placed, the Bank cannot contact you for any reasonWe regret if this has not been properly explained to you when you made the cease and desist requestIf you wish to have the cease and desist order removed, please contact the Bank at ###-###-####.As of February 24, 2015, your installment is not past due and all efforts to repossess the [redacted] have been canceled[redacted] , thank you for your patience while waiting for a responseIt 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 usIf I could be of further assistance to you, please contact me directly at [redacted] , or toll free at ###-###-####.Sincerely, [redacted] Consumer Resolution Specialist Office of the PresidentPc: Revdex.comEnclosures (2): Auto Assistance Paperwork and Installment Loan Note