Fifth Third Bank

October 6, 2014 [redacted] 
[redacted] Re: Chec[redacted] account ending in[redacted] Dear Mr. [redacted], We received a copy of the complaint you recently filed with the Consumer Financial Protection Bureau, the Revdex.com, and your...

local television station. Please be assured that Fifth Third Bank takes your feedback seriously, and I appreciate this opportunity to respond to your concerns. We strive to provide quality service to all of our customers, and I am sorry for your recent experience ma[redacted] a cash deposit. You allege that on September 22, 2014, you deposited $[redacted] in cash, but only $[redacted] posted to your account. We have completed our internal investigation and audit of the [redacted] Financial Center. We have not found any evidence of misconduct or error. However, we do wish to positively resolve this situation for you. A check for $[redacted] is being sent separately from this letter to the above address. Your chec[redacted] and savings accounts were both closed on September 25, 2014, at a zero balance. On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused you. If I could be of further assistance to you please call me at [redacted] 
[redacted] Sincerely, [redacted] Regulatory Support Specialist Office of the President Pc: Consumer Financial Protection Bureau, Revdex.com

[redacted]Date: June 23, 2015 Account: [redacted]Regarding Your Checking AccountDear [redacted]:We received a copy of the complaint you submitted to the Revdex.com, regarding the promotional credit for 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. On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused you. We strive to provide professional and accurate service to our customers and we regret if that has not been your experience.On January 21, 2015, you opened Essential Checking account at the [redacted] Financial Center. The promotional offer effective at that time indicated that a cash bonus of $200.00 would be credited to a new checking account if the following activity occurred within ninety (90) days of the open date:A minimum opening deposit of $50.00Three (3) online payments, using Fifth Third’s Online Bill Pay systemDirect depositWe confirmed you made two (2) online bill payments and several direct deposits posted to your checking account within ninety (90) days of the open date. Unfortunately, your third online bill payment was completed on May 12, 2015, which was twenty-one (21) days after the cut-off date of April 21, 2015. As a result, the account was not eligible to receive the cash bonus since the online bill payments were note completed within the required timeframe.However after further review, we have chosen to provide you with the $200.00 cash bonus. On June 17, 2015, the promotional credit for $200.00 was posted and applied to your checking account.[redacted], please be assured that it was not our intention to cause you any hardship or frustration. You are a valued customer and we look forward to serving your financial needs in the future. If I could be of further assistance to you, please contact me directly at ###-###-#### or toll free at [redacted] Monday through Friday, 8 a.m. to 6 p.m., ET.Sincerely,[redacted]Consumer Resolution Specialist Office of the PresidentPc: Revdex.com

[redacted] Date: March 28, 2016 Regarding Your Mortgage Loan Application Dear [redacted]: We received a copy of your continued complaint submitted to the Revdex.com concerning the origination process associated with your recent mortgage loan application. Please be assured that Fifth Third Bank takes your feedback seriously, and I appreciate the time you have taken to further communicate your thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for any frustration this matter may have caused you. We have researched your request to have any inquires removed past the inquiry associated with your initial mortgage loan application, and wish to assure you our records do not reflect additional inquires associated with this matter. In addition, regarding your request for a reimbursement of the application, appraisal, and other associated fees paid during the course of the mortgage loan application process, as well as fees paid to another lender associated with a new mortgage loan application, we are unable to fulfill this request due to no bank error having been found associated with this issue. Rather, the loan application in question was unable to be approved due to the property which was selected for purchase having been appraised as non-conforming collateral. I have enclosed our previous response containing further details regarding this matter, as well as a copy of the appraisal of this property for your records. [redacted], I appreciate this opportunity to further 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 S. Office of the President Pc: Revdex.com Enclosures: Previous Response [redacted] Property Appraisal November 30, 2015

[redacted] Date: July 14, 2017 Account: [redacted] Regarding Your Essential Checking Account Dear [redacted] We received a copy of the complaint you filed with the Revdex.com concerning your Essential...

Checking account. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused you. Please also accept my sincere apologies for the level of service you received when you previously contacted the Bank regarding this matter. We strive to provide professional and accurate service to our customers and we regret if this has not been your experience. 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. Per the Bank’s Funds Availability Policy, when a check is deposited into a consumer checking account using the Bank’s Mobile Deposit service prior to the cut-off time of 8 p.m., ET, up to $100.00 of the total of your check deposits will be immediately available to make purchases, withdrawals, and cover any items that may post to your account that business day. The remaining funds will be available on the second (2nd) business day after the day of your deposit. In some instances, we reserve the right to place a hold of a longer period of time on a deposit. The full amount of the hold will not become available until the hold has ended. Availability of the funds will generally be no later than the seventh (7th) business day after the day of your deposit. Depending on the reason for placing the hold on your deposit, part of the deposit or all of the deposit may be held. It is important to note that the Bank does not control the amount of time it may take for a check to clear, nor does the Bank have any way to expedite this process. A hold may be placed on a check to allow sufficient time to ensure the check will not be returned. On July 3, 2017, a mobile deposit of $2,539.00 posted to your Essential Checking account. During the processing of your deposit, a hold was placed. Because your deposit was made using Mobile Deposit, rather than in-person, we were unable to notify you of the hold at the time of your deposit. However, the Bank did issue a letter to you on July 3, 2017, to inform you of the hold, the reason for the hold, and when the deposited funds would become available. For your records and convenience, we have enclosed a copy of the letter. The Bank may place a hold on a deposit for several reasons. One of the reasons the Bank may place an extended hold on a deposit, is when the account into which the check(s) being deposited has had a history of repeated overdrafts in the last six (6) months. As is indicated in the letter we sent on July 3, 2017, this is the reason for the hold placed on the mobile deposit received on July 3, 2017. I have also enclosed a copy of the Bank’s Deposit Account Rules and Regulations for your review and convenience. For more information about the Bank’s Funds Availability policy for consumer accounts, please refer specifically to page nine (9). For more information about an extended hold being placed on a deposited check, please refer specifically to page twelve (12). For more information specific to the funds availability of mobile deposits at Fifth Third Bank, I have enclosed a copy of the Bank’s Digital Services User Agreement. We regret any inconvenience this may have caused you. You are a valued customer of the Bank and it is not our intention to cause you any hardship. Because the hold on the funds you deposited was placed in accordance with the Bank’s Deposit Account Rules and Regulations, the hold on the funds you deposited could not be removed until the hold was scheduled to be removed on July 13, 2017, as is indicated in the letter we sent on July 3, 2017. Thank you for your patience while waiting for a response. We truly value your business, and we look forward to continuing our banking relationship with you. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Adam P.Office of the President PC: Revdex.com Enclosures (3): Letter Dated July 3, 2017 Deposit Account Rules and Regulations Digital Services User Agreement

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]  Problem: I have files a complaint before with Revdex.com about 53 Bank. Same subject. Processing time of merchant transaction is unethical. They process their transactions just before midnight so that would not give enough time to account holder to come up with the deposit to bring the account to positive so they would not be chargedDesired Outcome: Reversal of 2 NSF fees. This is unethical, unacceptable. No bank process payments right before midnight. This service is to charge customers and benefits only the Bank.

[redacted] Date: July 15, 2015 Account: [redacted] Regarding Your Installment Loan Dear [redacted]: Thank you for contacting the Revdex.com concerning your installment loan with Fifth Third Bank. We appreciate the time you have taken to express your...

concerns regarding this matter. The loan you have with Fifth Third Bank was funded for $32,744.50. On June 8, 2015 there was a payment that was posted to your account in error for $396.84. The item presented on that day had your installment loan number notated on the face of the item. On June 15, 2015, the error was corrected and the item debited from your loan. On June 15, 2015, a payoff quote was issued for $32,486.97. Due to processing, the payoff included the item that was posted in error. At the time the payoff quote was given, there had been no payments by you for the loan. We received a payment of $497.98 on June 23, 2015 and posted the item to your account. On June 23, 2015 we also received a check for $32,028.99 and posted it to your account. At the close of business on June 23, 2015, the outstanding balance on your account was $375.78. That total represents the balance left payable by you on your installment loan. Once a final payment is made to this installment loan for the outstanding balance, which as of July 9, 2015 is $376.30 with a $.03 per diem, Fifth Third will be able to release the lien on the title. We apologize for the error that was made in the processing of an item on your account. Had we posted a check from you to an incorrect account we would have corrected the issue for you just as we did for the customer who notated your account number in error. You stated in your complaint you had a copy of the item that never cleared your account. If you are able to send me verification of an additional processed check other than the one mentioned that posted on June 23, 2015, please forward a copy of the item to me and I will work with you to correct the error. We strive to provide professional and accurate information to our customers, and apologize for any inconvenience this may have caused you. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Beth H. Office of the President

[redacted] Date: April 8, 2016 Account: [redacted] Regarding Your Fifth Third Bank Platinum [redacted] Dear [redacted]: We received your follow up complaint filed with the Revdex.com, concerning your credit card payments. We appreciate the time you have taken to express your concerns regarding this matter. We received your original complaint filed with the Revdex.com on March 10, 2016. We received your follow up complaint on April 4, 2016. However, we stand by the response conveyed to you in the previous letter sent on March 25, 2016. I have enclosed a copy of that prior correspondence for your review. Our position on this matter has not changed. As mentioned in our original response, you failed to make your minimum payment for two (2) consecutive statement cycles, and on December 22, 2015, the Bank revoked the use of your credit card transactions. Because your account has been revoked, you are not able to make automated payments online, or through our Auto BillPayer system. However, if you are interested in setting up automatic payments from your checking account, you can schedule up to four (4) payments with our collection department. The collection department phone number is ###-###-####. A customer service representative is available, Monday through Friday, 8 a.m. to 9 p.m.; Saturday and Sunday, 8 a.m. to 5 p.m., ET. I hope this correspondence cleared up any outstanding questions you had related to this issue. 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, Patrick S.Office of the President PC: Revdex.com Enclosure: Prior Response

[redacted] Date: November 16, 2016 Account: [redacted] Regarding Your Mortgage Loan Dear [redacted]: We received a copy of the complaint you submitted to the Revdex.com regarding...

your mortgage loan. 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 mortgage loan ending in [redacted]. It was certainly not our intention to cause you any hardship. Please be assured we researched this matter thoroughly and passed on your concerns to the relevant parties within the Bank. I also want you to know that customer feedback is reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction. On November 10, 2016, we processed the refund of $500.00 and mailed a check to you for this amount via USPS (United States Postal Service) regular mail. We truly regret any inconvenience or frustration the delay in processing the refund may have caused you. If you do not receive the refund check within seven (7) to ten (10) days, please contact me at either number below. I hope this letter meets your satisfaction and resolves your needs. Thank you for your patience while we conducted our research. It 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 us. 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

Hi [redacted], I received the message that the customer stated that this does not resolve her complaint. I am not sure if she is referring to the call I made to her on 1/19, but on that day I called to let her know that we received her complaint and would be researching her concerns. I told her we would be responding in writing. She thanked me for my call, and that was the end of it. I believe we have responded appropriately to the customer’s complaint will not be opening a new issue. Please let me know if you will be closing the complaint. Thanks, Elizabeth D. | Fifth Third BankPhone ###-###-#### Fax ###-###-#### Email [redacted]

[redacted] Date: November 19, 2015 Account: [redacted] Regarding Your Installment Loan Dear [redacted]: We received a copy of your additional complaint submitted to the Revdex.com concerning your installment loan payments. Please be assured that Fifth Third Bank takes your feedback seriously, and I appreciate the time you have taken to communicate your thoughts and concerns. To maintain the security of your account, I am sending this letter to the address we currently have on record for you. I regret any frustration that may have occurred surrounding this matter, but according to our security protocols, I cannot update your mailing address based upon your correspondence. In addition, we have verified that a coupon book was sent to the address on file October 8, 2015, if another book is ordered it will continue to be shipped to the same address. I encourage you to either call the Customer Service Department, or myself, to make sure that your accounts are properly updated. The Customer Service Department can be reached toll-free at ###-###-####, Monday through Friday: 7:00 a.m. to 8:00 p.m., Saturday 8:30 a.m. to 5:00 p.m., ET. I can be reached at the telephone number listed below. Regrettably, I have been unable to reach you after multiple attempts. Please feel free to contact me either in writing or via the phone number listed below to provide us with further information regarding any payments that may have had a delay in posting, or the specific date and time of the early drive thru closure, we would be happy to look into these matters for you. The requested information can be mailed to the following address: Fifth Third Bank Office of the President Attention: Sarah S. 5050 Kingsley Drive Mail Drop: 1MOCOP Cincinnati OH 45263 Alternatively, you can fax this information to my attention directly at ###-###-####. [redacted], I appreciate this opportunity to further attempt 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 S. Office of the President Pc: Revdex.com Enclosure: Previous Response

[redacted]
[redacted]
[redacted]Date: May 28, 2015 Account: [redacted]Re: Credit Card Convenience ChecksDear [redacted]:Thank you for the letter you sent to the Revdex.com regarding your credit card. We appreciate the time you have taken to document your...

thoughts and concerns regarding this matter.On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused you. Please be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the Bank. I also want you to know that customer concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers' satisfaction.The Bank recently sent you a letter along with attached convenience checks for use with your Platinum [redacted] account ending in [redacted]. Any purchases made with these checks will be at the promotional annual percentage interest rate of zero percent (0.00%) through your billing cycle date in March 2016. As disclosed in the letter that you received, a convenience check fee will be assessed when these checks are used. The fee is the greater of $5.00 or four percent (4.00%) of the total dollar amount of the transaction.On April 30, 2015, a convenience check of $8,575.00 posted to your credit card account. The fee of four percent (4.00%) of the total purchase amount of $8,575.00 is $343.00. Since this was disclosed to you in the letter that you received from the Bank along with the attached convenience checks, the Bank is not willing to refund the fee of $343.00 that was assessed to your account on April 30, 2015. We regret any inconvenience or frustration this may cause you.[redacted] you are a valued customer and I appreciate this opportunity to address your concerns. If I could be of further assistance to you, please call me at ###-###-####, or toll free at [redacted] Monday through Friday, 8 a.m. to 6 p.m., ET.Sincerely,[redacted]Consumer Resolution Specialist Office of the PresidentPc: 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]

[redacted] Date: June 28, 2016 Account: [redacted] Regarding Your Recent Overdraft Dear [redacted]: We received a copy of your complaint submitted to the Revdex.com (Revdex.com) concerning your...

recent overdrafts and request for a refund of fees. Please be assured that Fifth Third 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 apologies for any frustration this matter may have caused you, as well as sincere sympathies for the recent difficulties you have experienced. We have researched the issue surrounding the overdraft fees you have recently accrued, and found that the fees were charged correctly. We regret the inconvenience this matter may have caused you, but as the customer you are in the best position to know if items you have authorized, either by debit card, check, or electronic ACH payments, have cleared your checking account by utilizing a checkbook register. Due to no bank error being found in our research of this matter, we are unable to refund any overdraft fees charged to your account above the amount of the courtesy waiver you have previously been offered and have refused. To clarify for future transactions, the Bank processes transactions at the end of each business day in the following order: ** Credits and deposits made prior to the end of day cutoff time ** ATM and debit card transactions in the order they took place ** All other debits, including checks and electronic bill payments, in the order of highest to lowest amount ** Fees and service charges Debit card and ATM transactions are time-stamped debits and are pre-authorized at the time of use, and will show pending until they are posted. Because time-stamped debits are pre-authorized at the store and cannot be returned, we pay these items first in the order they were authorized. Checks and electronic ACH payments are batch debits that are not pre-authorized by us. These transactions do not include a time-stamp and will not show as pending during the day. Checks and electronic ACH payments are collected during overnight processing and will post to the statement for that business day, the day the payments were authorized. Regarding the fees which have been assessed on your account, Fifth Third Bank checking accounts have options of both Overdraft Protection, and Overdraft Coverage. Overdraft Protection automatically transfers funds from a Fifth Third Bank savings account, credit card, or home equity line to cover items that overdraw your checking account at the end of the business day. With Overdraft Protection, we charge a reduced transfer fee of $12.00 for each transfer versus a higher overdraft fee of $25.00 or $37.00 for each posted item that overdraws your account. Please be aware that Overdraft Protection will cover all types of transactions when the available checking account balance is insufficient. In contrast to Overdraft Protection, some of our deposit accounts also have Overdraft Coverage for ATM and debit card transactions. Overdraft Coverage allows a customer to access funds beyond the balance in their account for emergency cash needs. The option exists for account holders to choose whether to continue having Overdraft Coverage on your account for ATM (Automated Teller Machine) transactions and one-time debit card transactions per federal regulations. Effective June 11, 2010, you had the ability to choose whether to continue having Overdraft Coverage on your account for ATM transactions and one-time debit card transactions via Internet Banking at 53.com, by calling our 24 hour automated telephone line at ###-###-####, or by visiting one of our local Banking Centers. According to our records, your account is currently opted out of Overdraft Coverage. Please be aware, with the decision to decline Overdraft Coverage for ATM and one-time debit card transactions, your card will be declined if there are insufficient funds in your account, and will therefore not receive overdraft fees for debit card transactions. However, this Overdraft Coverage does not apply to checks and electronic ACH payments. If a check or electronic payment is presented against your account with insufficient funds, the item may be assessed an overdraft fee, or returned and charged a $37 returned item fee. If the checking account is overdrawn, we also send an overdraft notice via standard mail to inform you of the occurrence that includes a detailed breakdown of the day’s transactions. Included with this letter you will find a copy of our Rules and Regulations, as well as information titled Fifth Third Overdraft Solutions for Consumers. Please review this document, as well as the Rules and Regulations for more information about overdrafts and how items may post to your account. If you have any questions, please contact myself, your local branch, or a customer service professional at ###-###-####, Monday through Friday, 7 a.m. to 8 p.m., Saturday, 8:30 a.m. to 5 p.m., ET. Please be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the Bank. It was certainly not our intention to cause you any difficulties or frustration. We strive to provide an exceptional experience to our customers with each interaction, and I am sorry we did not meet your expectations. I also want you to know that customer feedback is reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction. [redacted], thank you for your patience while waiting for a response. We certainly hope you will continue to use Fifth Third Bank for your financial needs in the future. If I could be of further assistance to you, please contact me directly at ###-###-#### or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Sarah S.Office of the President Pc: Revdex.com Enclosures: Fifth Third Overdraft Solutions for Consumers Rules and Regulations Page 2 of 2

September 25,
2014
[redacted]
Chicago, IL 60615
Re: Mortgage Loan
Application [redacted]4670
Dear Ms. [redacted],
We received a copy of the complaint you
submitted to the Revdex.com regarding your recent application for...

a
Fifth Third Bank mortgage loan. 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 mortgage loan application. Please be assured that we have researched
this matter thoroughly, 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.
On June 6, 2014,
we received your application for an [redacted] mortgage loan of $[redacted] loans
require a down payment of [redacted]%. It is not a requirement of the mortgage to open
an account with Fifth Third Bank and deposit [redacted]% of the cost of the home,
as a condition for approval. The account that was established for Fifth Third
was to receive the pricing discount (inclusive of using Billpayer for the
mortgage payment) which is reflected on your Mortgage Loan Pricing Agreement.
It was certainly not our
intention to cause you any hardship, and we truly regret any misunderstandings
that may have occurred after your loan was conditionally approved. In the
interest of customer service, we are refunding your application fee, extension
fee, and earnest money totaling $[redacted]. Please find the enclosed check of
this amount.
You also mentioned that the utilities and title
to the property are in your name. Please be aware that you cannot be placed on
the title until the loan closes and funds for the purchase of the property are
exchanged. You may address any concerns regarding the title and utilities with
your attorney.
Ms. [redacted], I am sorry that we were unable to act
favorably on your application, and we appreciate your patience while we
researched this matter for you. 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 President
Pc: Revdex.com Enclosure (1): Check

[redacted] Date: February 22, 2016 Account: [redacted] Regarding Your Installment Loan Dear [redacted]: Thank you for contacting the Bank concerning the information reporting on your credit report for...

your Fifth Third Bank installment loan account. We appreciate the time you have taken to express your concerns regarding this matter, and we sympathize with the difficulties you have experienced. Our records show that a payment of $475.51 received on October 26, 2015, satisfied the payment due on October 18, 2015. No payment was received in November 2015. We were notified that the vehicle was a total loss on December 1, 2015. At this time the account was past due for the November 18th payment. Our records confirm that a payment of $20.24 was received on December 17, 2015, and a payment of $0.69 was received on December 24, 2015. Since the minimum payment amount listed on www.53.com did not include the past due portion of the payment due for your installment loan account, we have submitted an update to all of the credit bureaus to remove the delinquencies reported for December 2015. Please allow approximately thirty (30) days for the credit bureau agencies to update their reporting. If you would like to contact the credit reporting agencies directly, their contact information can be found below: [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### It was not our intention to cause you any hardship, and we apologize for any inconvenience this matter might have caused you. We believe your issue was resolved accordingly, and I hope that this letter will meet your satisfaction. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Elizabeth J. Office of the President

[redacted]     Date: March 11, 2016     Account:    [redacted]Regarding Your Fifth Third Bank Real Life Rewards [redacted]Dear [redacted]: We received a copy of the follow up complaint you...

filed with the Revdex.com, concerning your Real Life Rewards [redacted]. We appreciate the time you have taken to express your concerns regarding this matter. Your original complaint was filed on January 25, 2016. We received your follow up complaint on February 29, 2016. However, we stand by the response conveyed to you in the previous letter sent on February 17, 2016.Your comments expressing less than quality customer service are very concerning. At Fifth Third Bank, we are continuously evaluating the service we are able to provide to our customers. We sincerely value your feedback as it assists us in delivering first class customer service, which is a priority to us. Feedback like yours helps us identify problems and improve the level of service we provide to our customers. Please be assured that the relevant parties have been contacted to express your dissatisfaction with the service you received.Although the Bank has received and processed payments from [redacted] on your behalf since March 2015, the Bank did not receive a proposal for your account until December 14, 2015. The payments were mailed to our standard credit card payment address. The payments were not processed as part of an agreement negotiated by [redacted] on your behalf. On December 14, 2015, the Bank received a proposal from [redacted]) regarding a payment plan for your credit card account. On December 15, 2015, the Bank was contacted by Krystal, from [redacted], regarding the proposed payment plan. During that conversation, Krystal was informed that the account in question ([redacted]) was not a valid account number. Our agent suggested to Krystal, that the card might be your credit card ending in [redacted]. The Bank rejected the initial proposal on December 15, 2015, because the account number was not a credit card account.On December 17, 2015, the Bank received an offer of $44.00 payments toward your debit card account ([redacted]). The Bank faxed a counter-offer to Krystal at [redacted] for a payment of $52.00 on the correct account ending in [redacted]. On December 22, 2015, the Bank received an offer for the correct account number ending in [redacted] with monthly payments of $52.00. The Bank accepted this payment plan. The first payment of $52.00 was due on January 20, 2016. The Bank has lowered your interest rate to a fixed rate of 5.99%. Please use the enclosed statements as verification of the lower interest rate beginning with your statement dated December 24, 2015.Please note, the Bank did receive a $49.40 payment on January 11, 2016. This is the last payment made toward your credit card account. It should also be noted, the total late charges on your account are $375.00.  As we explained in our previous response, you were charged a late fee because you failed to make the minimum payment by the due date on your credit card statement.  The following fees correctly posted to your credit card account:• $25.00 fee o January 22, 2015• $35.00 fee o February 24, 2015o March 24, 2015o April 24, 2015o May 22, 2015o June 22, 2015o July 22, 2015o August 22, 2015o September 22, 2015o October 22, 2015o November 24, 2015It was certainly not our intention to cause you any frustration and we appreciate your patience while we researched this matter. You are a valued customer and we hope you will allow us to serve 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, Patrick S.Office of the PresidentPC: Revdex.comEnclosure: Credit Card Statements

Good afternoon,We received the rebuttal sent by [redacted] regarding our response to her complaint. We determined we addressed her concerns already in our prior responses and there will be no further changes. For this reason, we will not be submitting an additional response to her rebuttal complaint. Please close the complaint.Thank you, Shawna H.

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.
Fifth Third clearly admits fault in their actions, procedures, and competence to perform simple business functions.  However, they make no consideration for the time and money lost by their customers due to their own failures.  Fifth Third also makes it very clear that none of this was any fault of mine -- the error was[redacted]% on their side.  I lost thousands of dollars in future mortgage payments as I was unable to refinance my loan.  Fifth Third's error to my credit report pushed my credit score under the threshold to qualify for a loan and they are unwilling to compensate me for the error.  I have no faith in their ability to reliably manage my mortgage.
 
As I said in my earlier correspondence, if I make an error, Fifth Third penalizes me financially.  They should hold themselves to the same standard.  Additionally, Ms. [redacted] one of the many Vice Presidents that handles Fifth Third's own mistakes, made a financial compensation offer to me over the phone.  After a few days, I received another phone call from her stating that they would not make a financial compensation offer.  On top of all the other mistakes, I feel that this was a personal attack, extremely inconsiderate and very unprofessional.  This, however, should come at no surprise for a company that puts no value on its customer base.
 
I accept the apology of Fifth Third, but reject it as the only means of resolving their issues.  Had they committed only one error, I could accept (and did accept at the time) an apology.  At this point, there are compounding errors - even at the executive level - that continue to cause me undue financial and mental harm.  Apologies are no longer an acceptable resolution to these issues.
 
Regards,
[redacted]

[redacted]
[redacted]Date:      March 9, 2015Account: [redacted]Re: Collection Calls for Mortgage LoanDear [redacted]:We received a copy of the complaint filed with the Better...

Business Bureau regarding the telephone calls you have received for your Fifth Third Bank mortgage loan. We appreciate the time you have taken to document your thoughts and concerns regarding this matter.We would like to offer our sincere apologies for any inconvenience this matter may have caused you. Please be assured that Fifth Third Bank takes your feedback regarding your experience very seriously, and I have contacted the relevant parties to pass on your concerns. We strive to provide outstanding service to our customers, and I regret if the service you received did not meet the same high standard.Your mortgage loan is considered past due for payment if we do not receive your total monthly payment by the due date, which is the first of each month. The final calendar day of your fifteen (15) day grace period is not considered the due date for your payment obligations. The grace period indicates when a late charge will actually be assessed to your loan for a past due payment. During that time, our Collection Department will attempt to notify you via the telephone numbers we have on file for you in an effort to obtain a payment or to arrange suitable payment arrangements. It was certainly not our intention to cause you any undue hardship and we sympathize with the frustration these phone calls may have caused you.Due to your comments, we have removed your telephone numbers from our systems and you will no longer receive telephone calls should your loan become delinquent. Please note that this will not stop other collection activity on the account should it become delinquent. This activity might include late charges, reports to the credit bureaus should the account become greater than thirty (30) days delinquent, or foreclosure proceedings.You may wish to consider using Auto BillPayer. Auto BillPayer enables you to have payments automatically deducted from your checking account each month on the due date or any date within the grace period. This will eliminate the need to make online payments or mail your mortgage payments. If you are interested in signing up for Auto BillPayer, please contact our Auto BillPayer Department at ###-###-####. If you utilize Auto BillPayer and a payment date is setup every month during the grace period, our Collection Department will not contact you during the grace period.[redacted], I understand your frustration we appreciate your patience while waiting for a response. You are a valued customer and we look forward to serving your financial needs in the future. If I can be of any further assistance, please contact me at ###-###-####, or toll free at ###-###-####.Sincerely, [redacted]Consumer Resolution Specialist Office of the President

I took the documents ach stop payment documents from the companies that were drafting my account to the [redacted] branch. The branch or "Heather" refused to take the documents.  This was before I had to close my account.  Once I got someone on the phone who said it was a  simple fix  to just change the account number, that's when I closed the account.  Her name was Michele.  She said everything would stay the same, just different account.  No one told me before I closed this account that I could not have my account status as before free E Access.   I have the stop draft documents but I do not know how to upload to the computer and , this say's I have only thirty minutes to send or I could find a way.  This Heather and the gentleman at the branch were very rude to me when I tried to give them these documents.  Of course the bank is going to back their employee's that's what they do.  I used to work for ##### #####, so I know.  I tell you what I will do. I'll just put this out on Social Media like everybody else does and see what the public thinks.  I'll use names too.