Fifth Third Bank

[redacted] Date: October 27, 2016 Regarding Your Recent Mortgage Application Dear [redacted]: We received a copy of the follow up complaint you filed with the Revdex.com, regarding your Fifth Third Bank installment loan. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. We received your original complaint filed with the Revdex.com on October 11, 2016. In addition, we received an email complaint regarding this matter on October 12, 2016. We received your most recent correspondence on October 19, 2016. However, we stand by the response conveyed to you in the previous letter sent on October 18, 2016. I have enclosed a copy of that correspondence for your review. Our position on this matter has not changed. On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused you. Please be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the Bank. I also want you to know that customer concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction. As mentioned in our original response dated October 18, 2016, your mortgage application was denied due to incorrect information that you provided to the Bank. Specifically, the incorrect information was on your 2014 and 2015 tax returns. On the mortgage application, you and your wife stated the 1529 Nature Trail property was your primary residence. However, on your tax returns filed in 2014 and 2015, you and your spouse stated you are single. Additionally, your tax return states your address is: [redacted] Our research confirmed that the Second Review Team reviewed your application, and confirmed the reason for denial is correct. As mentioned in our prior response, the Bank is unwilling to refund your application fee. Fifth Third Bank properly disclosed that the fee was not refundable and the fee will not be refunded as explained in the enclosed Pricing Agreement. We strive to provide professional and accurate service to our customers. 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 call me 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, Pricing Agreement

[redacted] Date: August 20, 2015 Account: [redacted] Regarding Your Installment Loan Account Dear [redacted]: We received a copy of your complaint filed with the Revdex.com, concerning your Fifth Third...

Bank credit card. We appreciate the time you have taken to bring this matter to our attention. Your feedback is important to us, so that we can better understand how we can improve our service to you. Additionally, customer feedback is reviewed by our Senior Management as part of our ongoing commitment to improving our customers’ satisfaction. We conducted a thorough review of the Real Life Reward promotions offered by the Bank during 2015. Our review determined that the Bank did not offer a promotion for cardholders to earn 8,000 reward points for spending $500.00 on their Real Life Reward [redacted] by March 31, 2015. The Bank did offer a promotion for cardholders to earn 2,500 reward points for spending $500.00 on their Real Life Reward [redacted] from April 1, 2015 through June 12, 2015. We regret that you did not meet the requirements for this promotion in the time frame allotted. In order for us to research the Real Life Reward promotion for 8,000 reward points further, please send a copy of the promotional offer to the following address: Fifth Third Bank Office of the President 5050 Kingsley Drive Mail Drop: 1MOCOP Cincinnati OH 45263 Alternatively, you can fax this information to my attention directly at ###-###-####.

[redacted]
 January 14, 2015[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 account. We 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 Department. 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. 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 September 6, 2013, a $36.99 credit refund was sent to [redacted] at the mailing address on file. Please note that if a credit balance remains on a credit card for sixty (60) days, the Bank will issue a refund check to our customer. This refund check does not close the credit card. It is used to offset the credit on the MasterCard. In 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 $39.90 posted to your account. When the Bank did not receive payment for this purchase, our Collection Department contacted you about the account to make you aware of the delinquency. As 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 $39.90 was erroneous. Please 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 account. The Collection Department advised you during this call that you would need to send a letter stating the charge was erroneous. However, 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 requested. The Collection Department also agreed to waive the finance charges and late payment fees that were associated with the past due amount. With the card successfully closed, no further charges can go through the card in the future. Please be assured that your account was not reported negatively to the credit bureaus. Our records show as you mentioned in    your complaint, that you requested a letter confirming any corrections made to your credit report. Please 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 full. I 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 $39.90 was received and posted to your credit card account. The Collection Department waived all finance charges and late payment fees associated with the past due amount as agreed. The card now has a zero balance, and is showing as paid in full. I am sorry for the difficulties you experienced in trying to close your Business MasterCard. It 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, 2015. I am sorry that your account was closed at the time of your original request. We will send a final statement to you on approximately January 31, 2015. 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 response. You have been a valued customer, and we hope you will reconsider using Fifth Third Bank for your financial needs in the future. If 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

[redacted]     Date:    March 25, 2015 Account:          [redacted]   Re:  Promotional Offer and Overdraft Fees   Dear [redacted]:      We received a copy of your...

complaint filed with the Revdex.com, concerning your account with Fifth Third Bank business checking account. We appreciate the time you have taken to express your concerns regarding this matter.   On behalf of the Bank, please accept our sincere apologies for any inconvenience this issue may have caused you. It was not our intention to cause you any hardship, and we sympathize with the difficulties you have encountered regarding this account.   Please be assured that Fifth Third Bank takes your feedback regarding your experience with the Consumer Contact Center and at the Brentwood Banking Center very seriously, and I have contacted the relevant parties to pass on your concerns.  We strive to provide professional and accurate service to our customers, and I regret that the service you received did not meet the same high standard.   We conducted a thorough review of the promotional offers available in August 2014. Our review determined that there were no $200.00 promotional offers made to customers opening a business checking account at that time. If you have proof of the promotional offer you referenced in your complaint, I would be happy to research this issue further. The requested information can be mailed to the following address:   Fifth Third Bank Office of the President [redacted]
[redacted]   Alternatively, you can fax this information to my attention directly at [redacted].   It is our understanding that you spoke with the Financial Center Manager, [redacted], at the [redacted] Banking Center. Ms. [redacted] informed us that she discussed the Bank’s fee reversal policy and the overdraft fees assessed on your business checking account.   Our records show that on March 9, 2015, the balance in your business checking account was $[redacted]. Two (2) transactions totaling $[redacted] posted to your account that day. The ending available balance was [redacted] ($[redacted]). Due to non sufficient funds two (2) overdraft fees totaling $[redacted] were assessed the following business day. On March 10, 2015, the balance in your business checking account was [redacted] ($[redacted]). One (1) transaction for $[redacted] and the overdraft fees totaling $[redacted] posted to your account that day. The ending available balance was [redacted] ($[redacted]). Due to non sufficient funds one (1) overdraft fee totaling $[redacted] was assessed the following business day.  On March 11, 2015, our Consumer Contact Center reversed a total of $[redacted] in overdraft fees per the Bank’s fee reversal policy. A service charge of $[redacted] and the overdraft fee of $[redacted] were assessed the same day.   On March 12, 2015, the balance in your business checking account was [redacted] ($[redacted]). One (1) transaction for $[redacted] posted to your account that day. The ending available balance was [redacted] ($[redacted]). Due to non sufficient funds one (1) overdraft fee totaling $[redacted] was assessed the following business day.  On March 17, 2015, our Dispute Department provided you with provisional credit for the transactions you disputed in the amounts of $[redacted] and $[redacted].Our Dispute Department also credited back $[redacted] in overdraft fees assessed due to the disputed transactions.    We sympathize with the difficulties you have encountered with your account. However, we are unwilling to reverse additional fees charged to your account.  For your convenience, enclosed is a reference guide titled Fifth Third Overdraft Solutions that provides additional information related to the overdraft fees that were assessed to your account and ways to track your balance to help avoid overdraft fees in the future. Information regarding overdraft coverage options is also provided on the enclosed document.  We hope this correspondence will help you understand Fifth Third Bank’s position going forward. We appreciate your patience while we research your request. If I could be of further assistance to you, please call me at [redacted] or toll free at [redacted].  Sincerely, [redacted] Consumer Resolution Specialist Office of the President

[redacted] Date: June 21, 2017 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received a copy of the complaint you submitted to the Revdex.com regarding your checking account....

We appreciate the time you have taken to document your thoughts and concerns regarding this matter. To maintain the security of your personal and account information, I am sending this letter to the address we currently have on record for you. I noticed that the address you use in your complaint is different. According to our security protocols, I cannot update your mailing address based upon your complaint. I encourage you to call customer service to make sure your contact information is properly updated. Customer service can be reached at ###-###-####, Monday through Friday, 7 a.m. to 8 p.m., and Saturday, 8:30 a.m. to 5 p.m., ET. On behalf the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused you. We strive to provide exceptional service to our customers, and I am sorry that was not your experience. Please be assured we researched this matter thoroughly and passed on your concerns to the relevant parties within the Bank. I also want you know that customer feedback is reviewed by senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction. Fifth Third Bank processes transactions at the end of each business day. This does not include Saturdays, Sundays, and Federal Holidays. Transactions are posted in the following order: 1. Credits and deposits made prior to the end of the cut-off time as detailed in our Funds Availability Policy. 2. Time-stamped debits, such as Automated Teller Machine (ATM) withdrawals and debit card purchases, in the order in which they are authorized. 3. All other debits including checks, and electronic bill payments, in the order of largest amount to smallest amount. 4. Fees and service charges in the order of the largest amount to the smallest amount. Time-stamped debits appear in your account as pending items until they are posted. Other debits, including checks and electronic bill payments, are not pre-authorized by us and do not include a timestamp. Therefore, these items will not appear in your account until they are posted at the end of the business day’s overnight processing. Checks and electronic bill payments are collected during overnight processing and will post to the statement for that business day, the day the payments were authorized by you to be paid and collected for payment from Fifth Third Bank. In your complaint, you mention three (3) specific overdraft occurrences. The first (1st) occurrence was on May 3, 2017. On that day, the beginning balance in your checking account was $247.91. One (1) merchant credit of $12.75 posted to your account. No other credits posted to your account on that day. Nine (9) items totaling $356.82 were debited from your account. These items were posted in the following order: 1. Debit Card Purchase $18.13 Time-Stamped 05/02/17 4:36 p.m. 2. Debit Card Purchase $3.14 Time-Stamped 05/02/17 5:06 p.m. 3. Debit Card Purchase $24.24 Time-Stamped 05/02/17 8:59 p.m. 4. Debit Card Purchase $7.46 Time-Stamped 05/02/17 10:40 p.m. 5. Merchant Payment $53.57 Time-Stamped 05/03/17 10:52 a.m. 6. Merchant Payment $3.09 Time-Stamped 05/03/17 10:57 p.m. 7. Merchant Payment $11.74 Time-Stamped 05/03/17 1:13 p.m. 8. Merchant Payment $36.70 Time-Stamped 05/03/17 4:55 p.m. 9. Insurance Payment $198.75  On that day, your account had a negative ending balance of ($96.16). Due to insufficient funds for the insurance payment one (1) overdraft fee of $37.00 was assessed and posted to your account the following business day. Please note that since the insurance payment was not a time-stamped debit, the item would not have appeared in your account until it was posted at the end of the business day’s overnight processing. On May 4, 2017, you made a cash deposit of $850.00 to bring your account to a positive balance. The second (2nd) occurrence you mentioned was on May 5, 2017. On that day, the beginning balance in your checking account was $16.84. No credits posted to your account on that day. One (1) web-initiated payment of $41.00 posted to your account resulting in a negative ending balance of ($24.16). Due to insufficient funds one (1) overdraft fee of $37.00 was assessed and posted to your account the following business day. On May 9, 2017, one (1) ATM deposit of $100.00 and one (1) direct deposit of $218.57 posted to your account bringing it to a positive balance. The third (3rd) occurrence you mentioned was on May 22, 2017. On that day, the beginning balance in your account was $4.39. No credits posted to your account on that day. Two (2) items totaling $68.38 were debited from your account. These items were posted in the following order: 1. [redacted] $36.33 2. [redacted] $32.05 On that day, your account had a negative ending balance of ($63.99). Due to insufficient funds for both items two (2) overdraft fees totaling $74.00 were assessed and posted to your account the following business day. On May 24, 2017, one (1) ATM deposit of $165.00 was credited to your account bringing it to a positive balance. Your account also became overdrawn on May 10, 2017, and June 8, 2017. I have included copies of all overdraft notices we sent to you since May 3, 2017, for your review. On June 9, 2017, you closed your personal checking account with a zero (0) balance. It was certainly not our intention to cause you any hardship. Our records show that we waived overdraft fees totaling $74.00 in the past twelve (12) months. We are unable to waive any additional fees per our bank policy. Thank you for your patience while we conducted our research. We regret that you felt the need to close your personal checking accounts. If I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Elizabeth D.Office of the President Pc: Revdex.com Enclosures: Overdraft Notices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
It was appreciated and reassuring  when Mrs. S. responded to me with her concerns pertaining my problem.  I explained to her in details, the matter of my issue and she kept me abreast with the pending results. After reviewing her response back from what was reported to the Revdex.com, I do not agree with the time frame of when the alleged supporting documents were requested which was after the provisional credit had be taken back out of my account and no further response was given after the documents were faxed in to the said department. A new provisional credit( with the possibility of still losing my funds) has been issued as the case is still unresolved after the company in questioning ([redacted]) has reported to The Revdex.com that they have NO funds in house for me, as in the debt has been returned in full. I am continuing to request that all of my funds to be rerurned in full. I have provided documents from my dispute with [redacted] as well.
Regards,
[redacted]

[redacted] Date: March 24, 2015 Account:        [redacted] Re: Revdex.com Rebuttal Dear [redacted]: We received a copy of your rebuttal filed through the Revdex.com dated March 16, 2015, concerning the recent overdraft on your checking account. We appreciate the time you have taken to document your thoughts and concerns. The Bank's Digital Services User Agreement states that the Bank does not guarantee the accuracy of the information contained on the website. You agreed to the Terms and Conditions for Internet Banking and Online Bill Payment when you established online access of your account information through www.53.com. Information cannot always be updated to the website in real time. For example, fees posted to the account after business hours may not be reflected online until the next business day. I regret any inconvenience this may cause you. I have enclosed a copy of the Digital Services User Agreement for your review. Please note specifically the second full paragraph on page thirteen (13). [redacted], It is certainly not our intention to cause you any hardship. 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 call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET.Sincerely, [redacted]Consumer Resolution Specialist Office of the PresidentPc: Revdex.comEnclosure: 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]
Sirs,Revdex.com.Dear Sirs, my name is [redacted] and my ID [redacted]. By this mean I am responding to your letter of March 29, 2016.It has been impossible for me to get an agreement with the Fifth Third Bank.The truth is I do not want to maintain these indefinite exchange of arguments that lead to no solution.I conclude that the bank does not want to take into consideration the current value of the property. Therefore, I want the bank to be very concrete and respond with absolute clarity to the following questions:1) How much is the amount of the debt right now?2) In what category is the property classified by the bank?3) Why is the property not repossessed by the bank if it considers that    the property is valued $45.000, and I have told them repeatedly     that I am not able to finish paying for it?4) Is it possible that the bank approves a loan without having a    a collateral?, and if the bank took my credit capacity as a collateral,    then what else does the bank want provided that my credit is    completely destroyed?, and has been for years.5) What is the next action the bank wants to take against me. It is    important that I know because things can not continue like this    forever, especially since there are taxes involved in this matter.Thank you very much for your attention.Sincerely,[redacted]

[redacted] 
Date: October 26, 2016 Account: [redacted] Regarding Your Installment Loan Dear [redacted]: We received a copy of the complaint you submitted to the Revdex.com regarding your...

installment loan. We also received a copy of the complaint you submitted to the Federal Reserve Bank that was forwarded to the Consumer Financial Protection Bureau. 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 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 August 4, 2016, you set up recurring transfers for your installment loan ending in [redacted] in the amount of $229.88 for the fourth (4th) of each month via Internet Banking at 53.com. The first (1st) transfer from your checking account posted to your installment loan on August 4, 2016. The next recurring transfer was scheduled for September 2, 2016, because September 4, 2016, fell on a Sunday. On September 2, 2016, you scheduled a transfer from your checking account to your installment loan in the amount of $1,359.81 to pay off your loan. You also attempted to cancel the recurring transfer of $229.88; however, the cancellation failed because the transfer was already in process. Since the cancellation failed, both transfers were completed on that day. The payment of $229.88 was not applied to your loan since we received the payoff payment of $1,359.81. The payment of $229.88 was considered an overpayment. Overpayments are typically held for ten (10) business days before being returned to the customer. The payoff payment of $1,359.81 was short by $4.43, so funds in the amount of $225.45 were credited to your checking account on September 13, 2016. Thank you for your patience while we conducted our research. 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 contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Elizabeth D. Office of the President Pc: Revdex.com, Consumer Financial Protection Bureau

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. A couple things are wrong with this response. First 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 reversed. Second, I was explicitly told by the Fifth Third Bank's collection department that I owed over $1300 to bring my account to current. It 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 $889.58. 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 well. It was never communicated to me that the $1300 some dollar amount told to me included the next month's payment as well. I was also threatened with having my car repossessed and told I wasn't permitted to make payments over the phone for a year. And again, never was the length of my account number brought up.Third, as I understand it, having my payment only backdated to Oct. 3 increased the amount of interest I am paying. This 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 Third. Because of the backdating of my payment to Oct 3. 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 be. I have now been charged too much interest. In 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 department. Looking on the website, my account summary stated at the very top, in a highlighted row, "[redacted] CURRENT BALANCE ON 10/17/2014- 


$26,014.94



† [redacted]
" . This was after some transactions reversing the $15 late fee for my payment as Fifth Third seemingly acknowledged that it wasn't my fault I couldn't make a payment. Reading 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 cash. The 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 me. I asked to be transferred to a supervisor as this wasn't acceptable since I was in the process of transferring my loan to another bank. The supervisor was repeating over and over again that the statement that my balance on 10/17/2014 wasn't $26,014.94 while I was trying to explain that I believed her, but the website was telling me a different number. She 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 false fact.Sixth, if Fifth Third Bank cannot process accounts with more than 16 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 Third. I 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 wrong. Also now apparently withholding more interest than is due, is totally unacceptable to me. And 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 Oct. 8th.
Regards,
[redacted]

[redacted] Date: June 6, 2016 Account: [redacted] Regarding Your Installment Loan Dear [redacted]: We received a copy of the additional complaint you filed with the Revdex.com concerning your installment loan. We appreciate the opportunity to respond to this matter. We stand by the information provided to you in the responses dated May 16, 2016, and May 24, 2016. As we mentioned in our previous response, dated May 24, 2016, the final payoff to the account was backdated to April 12, 2016, which was the same date that the payment in the amount of $19,466.60 was applied to the account. Our records indicate that during previous conversations with the Bank, it was requested and agreed to that the payment be backdated to April 12, 2016. We are not willing to further backdate the payment. You also mentioned a concern that you had not received check number 26438815 in the amount of $0.74 that was sent via mail on May 12, 2016. Because of this, we placed a stop payment on the check on June 2, 2016, and the replacement check is enclosed. After an additional review of your letter, it does not appear the Bank can assist you further. Further correspondence from you about this matter will be reviewed but not necessarily acknowledged unless new information is provided which can be acted upon. After multiple communications with you on this topic, we consider this issue closed. Thank you for your patience while we researched this matter for you. If I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, April Q.Office of the President Pc: Revdex.com Enclosure: Check

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.
Let me first say that I was contacted on September 11, 2014, regarding the repossession of the vehicle.  After contact with several representatives of the bank, I finally was informed that the vehicle was behind on the payments for several months.  As identified in my hardship statement, the vehicle, although under my name, was for the personal use of a family member who was to assume all responsibility associated with the vehicle. Unbeknownst to me until September (when they "suddenly acquired" my contact information), did I have any knowledge of the business, or lack thereof.As for the resolution letter that was attached (as stated below), it should be analysis more transparently:Dear [redacted]:We received a copy of the complaint you sent to the Revdex.com regarding your InstallmentLoan. We appreciate the opportunity to respond to this matter, and we sympathize with the hardships thatyou have experienced during the past few months.We are sorry for the difficulties you have experienced with the Installment Loan you acquired inDecember 2013. It is understandable this has caused you frustration and hardship while working to getthe situation corrected.[redacted] contacted me on October 27, 2014 with the application for hardship.  On November 5th, I contacted her via email and asked for some assistance by which she provided me with a general number to contact. I find it unprofessional to have to deal with numerous people regarding one account.  In dealing with this financial institution, I have dealt with a number of "representatives" from various departments who have provided me with conflicting information, as well as, identified that "different departments  [give customers] different information... everyone does not provide the same information" ([redacted]). I was also informed that I did not qualify for "loan consolidation" due to the loan being less than a year in.  I tried to resolve this matter before the year was up.After sending my information to Sarah, I was contacted by a new representative from the bank by the name of "[redacted]", who stated that she would be handling my account.We responded to your previous complaint on November 10, 2014 with information regarding thedelinquencies 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, 2014However, missing from the paperwork was your [redacted] statement from October – November, your[redacted] statements for September – October, and October – November, as well as your creditcounseling documents.Between November 10-12, my case was turned over to [redacted].  [redacted] contacted me and informed me that she would be handling my account moving forward.  On November 12, 2014, I forwarded the information to [redacted] via [redacted] email account. The missing paperwork was received by Fifth Third Bank by November 19, 2014.Our Loss Mitigation Department called on December 7, 2014 to see if you had received any offers on thevehicle. On Sunday, December 7, 2014 at 8:37 AM, I received a voicemail from [redacted] asking me to call her back.  Once again, I find the practices of this company unprofessional and unethical.  Please identify where is it proper to call a client on a SUNDAY MORNING?  (In addition, I received a call last month on a Saturday around 11 AM)On December 9, 2014, our Loss Mitigation Department denied the settlement due to no offersreceived within the time frame established. A denial letter was sent to you December 9, 2014A denial letter never reached my residence.I tried to contact the bank to inquiry about a complex offer but did not receive any feedback.  On the other hand, during the break in communication due to the bank's absence, I was contacted by a NEW account manager, [redacted] (?) "[redacted]"... another person handling my account, who "preferred" to communicated via email, not providing a direct line for contact.Our Loss Mitigation Department was in contact with you again on January 26, 2015 regarding possibleassistance.  Please keep the number provided for that department for future reference if you are able tosubmit a firm settlement offer. Their number again is [redacted], option 4 for assistance.
Additionally,  on January 16, 2015 at 3:01 PM, I received a voicemail from [redacted] of the President's Office of Fifth Third Bank  who provided me with a contact that numbe[redacted] that when I returned the call the following day, January 17, 2015 at 11:11 AM, prompted me to enter my "employee number".As it related to the NEW representative handling my account, [redacted] (#[redacted]), it is becoming increasing frustrating to deal with limited knowledge personnel because the previous person is not updating my account adequately.  Due to the amount of time that has expired since the initial requests were made for the settlement and change in fiscal value of the vehicle, I believe it going to be hard to receive offers equal to the offers that I had previously.  One of my offers has closed with another seller (having an offer of $[redacted]).  Additionally, the question that I had was never answered regarding allowing the car to be settled as a trade in (valued up to $[redacted]) for another owner.  Therefore, the last option was to settle for $[redacted] with a private car dealer.  As I spoke with [redacted] explaining that I tried to conclude this matter expeditiously but was unable, due to the lack of the bank's communication, she became very vague in her responses.  Additionally, when I asked about the settlement's marginal difference, as I have consulted with other financial institutions, she became unclear in her response.Lastly, [redacted] was not the first member from the President's Office to contact me.  I received a call from [redacted] on October 30, 2014 at 4:46 PM  following the receipt of a certified letter of complaint that I sent to the bank.  I have left at least three messages for Ms. [redacted] with no reply to date.I strongly believe that I have gone above and beyond to contact this bank regarding this matter.  On the contrast, the bank has avoided returning answers to my inquiries.  I would like to bring this matter to closure as soon as possible.
Regards,
[redacted]

An additional review has confirmed our
original findings. We have reviewed the ATM activity for the day you said you
made the deposit, October 1, 2016, and several weeks following; however, we did
not locate the funds. The ATM’s daily activity balanced, and no loose cash was
found inside the machine. In this circumstance, we would normally direct the
customer to file a police report, and I understand that you have already done
so. While we consider our investigation complete, we would offer all available
support to any further investigation done by local law enforcement.  Please also find below a copy of the letter being mailed to the customer. Thank you. [redacted], [redacted] Date: December 19, 2016 Account: [redacted] Regarding Your Fifth Third Bank Account Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com. We are sorry to hear about the difficulties you have experienced in trying to resolve this matter and I appreciate this opportunity to respond to your concerns. You notified the Bank that an Automated Teller Machine (ATM) failed to complete your cash deposit for $1,200.00 and it was not credited to your account. Our Disputes Department opened the case number [redacted] and issued a provisional credit of $1,200.00 to the checking account on October 3, 2016. The credit was removed on November 15, 2016, when the ATM was found to be in balance. You contacted the Bank to question this resolution and we reopened this case. An additional review has confirmed our original findings. We have reviewed the ATM activity for the day you said you made the deposit, October 1, 2016, and several weeks following; however, we did not locate the funds. The ATM’s daily activity balanced, and no loose cash was found inside the machine. In this circumstance, we would normally direct the customer to file a police report, and I understand that you have already done so. While we consider our investigation complete, we would offer all available support to any further investigation done by local law enforcement. You are a valued customer and we would like to offer our sincere apologies for the inconvenience and frustration this matter has 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, Alison S.Office of the President Pc: 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 20, 2017 Regarding Your Dispute Dear [redacted]: We received a copy of your complaint filed with the Revdex.com (Revdex.com) regarding your disputed Automated Teller Machine...

(ATM) withdrawal at a Fifth Third Bank ATM. We appreciate the time you have taken to express your thoughts and concerns. On behalf of the Bank, please accept my sincere apologies for any frustration you experienced regarding this matter. I am very sorry if you did not receive the requested funds when you completed a cash withdrawal at a Fifth Third Bank ATM from your non-Fifth Third Bank account. Unfortunately, you have not provided sufficient information for our Dispute Department to locate the dispute you filed with your bank against our ATM. I have attempted to contact you multiple times using both phone numbers you provided to the Revdex.com. However, I was unable to reach you. Please contact me directly using my address listed above or my phone number listed below. We need to know the name of the bank you filed the dispute through so we can locate the dispute in our systems. Once I have this information, our Dispute Department can locate the dispute and provide me with a status, which I can then provide to you. We appreciate your patience while we researched this matter and apologize for any difficulties or concern you may have experienced. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Shawna H.Office of the President Pc: Revdex.com

[redacted] Date:    July 15, 2015 Regarding Your Credit Bureau Inquiry Dear [redacted]: Thank you for contacting the Bank concerning the inquiry on your credit report. We appreciate the time you have taken to express your concerns...

regarding this matter. Please be assured that Fifth Third Bank takes your feedback seriously, and I appreciate this opportunity to respond to your concerns. We conducted a thorough review of the credit card application that resulted in a credit inquiry listed on your credit report. Our review determined that the inquiry made on June 17, 2015, should be removed. On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused you. We strive to provide quality service to all of our customers, and I am sorry for your unsatisfactory experience during your previous attempts to resolve this matter. I have shared the information you brought to our attention with the management of the Financial Center you visited. Additionally, our regional management regularly reviews customer feedback as part of our ongoing commitment to improving our operations. Please allow approximately thirty (30) days for the credit bureau agencies to update their reporting. We have submitted an update to all of the credit bureaus to remove the credit inquiry. Enclosed are copies of the letters sent to the credit bureaus on your behalf. If you would like to contact the credit bureaus directly, contact information can be found below: •
[redacted] ###-###-#### • [redacted] ###-###-#### • [redacted] ###-###-#### • [redacted] ###-###-####   We strive to provide professional and accurate service to our customers and I apologize for any inconvenience this may have caused you. If I could be of further assistance to you, please call me at ###-###-####, or toll free at [redacted], Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely,Jennifer C. Office of the President Enclosure: Credit Bureau Letters

[redacted] Date: April 12, 2017 Account: [redacted] Regarding Your Platinum Credit Card Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com and the...

[redacted]) concerning your credit card. We appreciate the time you have taken to document your thoughts and concerns. On February 18, 2017, the Bank sent you an alert concerning potential suspicious activity with your credit card ending in [redacted]. Once you respond to the alert with “No, take action” confirming the transactions were not made by you, a second (2nd) notification should have been received advising you that the card has been blocked and prompting you to contact our Customer Service department immediately to review the account with a Fraud Specialist. On behalf of the Bank, please accept my sincere apology that you did not receive the second (2nd) notification. It was certainly not our intention to cause you any hardship. Your comments expressing less than quality service are very concerning and we regret the difficulties you experienced. Please be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the Bank. We strive to provide an exceptional experience to our customers, 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. Per our conversation, as of April 1, 2017, you no longer have any open accounts with Fifth Third Bank. Thank you for your patience while we researched this matter for you. If I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Alison S.Office of the President Pc: Revdex.com; [redacted]

[redacted] Date: April 13, 2016 Account: [redacted] Regarding Your Installment Loan Dear [redacted]: We received a copy of the complaint filed with the Revdex.com regarding late fees charged to...

your Fifth Third Bank installment loan. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. On March 29, 2013, you were approved for and agreed to a vehicle loan of $28,962.03 with a fixed rate of three point three four percent (3.34%) for term of seventy two (72) months. Your installment loan is considered past due for payment if we do not receive your total monthly payment by the thirteenth (13th) of each month. The final calendar day of your fifteen (15) day grace period is not considered the due date for your payment obligation. The grace period indicates when a late charge will actually be assessed to your loan for a past due payment. We regret if you were told otherwise. According to the enclosed Security Agreement that you received at closing, it states that if your total monthly payment is more than fifteen (15) days late, you will be charged a fee of ten percent (10%) of the unpaid payment or $20.00, whichever is greater. We reviewed your payment history and confirmed that on six (6) occasions we did not receive your full monthly payment amount due before the end of your grace period. I have enclosed a copy of the payment history for your review. As a result of the six (6) late payments, your loan was charged a total of $267.06 in late fees. You may wish to consider enrollment in a bill payment service called Auto BillPayer. We offer Auto BillPayer to existing Fifth Third Bank loan customers. Auto BillPayer will automatically transfer your monthly payment from a non-Fifth Third Bank checking account to your installment loan at no additional charge. Many of our customers appreciate the convenience of Auto BillPayer, which eliminates the need of check writing. If you have any questions about Auto BillPayer, or if you would like to set up the payment service, please call Auto BillPayer at (###) ###-####, Monday through Friday, 9AM Eastern Standard Time (EST) to 5PM EST. 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. We appreciate your patience while we reviewed your concerns. You are a valued customer and we hope you will allow Fifth Third Bank to service your financial needs for many years to come. If I could be of further assistance to you, please call me at ###-###-####, or toll free at 866-360-5353, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Lisa S.Office of the President Pc: Revdex.com Enclosures: Security Agreement, loan history

[redacted] Date: May 11, 2016 Account: [redacted] Regarding Your Revdex.com Complaint Dear [redacted]: We have received your complaint from the Revdex.com, regarding your mortgage loan...

account. We appreciate the time you have taken to express your thoughts and concerns regarding this matter. On behalf of the Bank, I apologize for the difficulties you have experienced. It was certainly not our intention to cause you any undue hardship or frustration. I was unable to verify an application for hardship assistance since December 2015 and after further review of your accounts, there is no indication that we previously advised you to stop making payments during that time, or any record advising that your account could be placed on hold or frozen for credit bureau reporting. Currently your account is thirty (30) days past due for the April 1, 2016, payment and that information will be reported to the credit bureau as we are unable to withhold reporting for your account. Please be advised, I have reviewed your account and found that you do qualify for a courtesy fee waiver of $30.89 and that has been waived on your account and no further fees are available to be waived. To avoid additional fees and credit bureau reporting you would need to continue to make your payments by your due date each month. Additionally, should you require a payoff for your mortgage account please call ###-###-####, you can received a verbal payoff by entering the pound (#) key and full account number followed by the last four (4) digits of your social security number to access the mortgage loan automated menu and select payoff, or you may opt to speak with a customer service agent who would be able to assist you as well. We appreciate your patience while we researched this matter and apologize for any inconvenience this situation 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, Shannon K. Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  My husband had the same card and there was no annual fee, ever. That is why I got one. I have cancelled both cards and will not do business with fifth/third bank.  You tricked me and it is very wrong for a company like yours to operate like this.  Piling on late will not make me pay pleas stop harnessing me. Thanks
Regards,
[redacted]