Fifth Third Bank

[redacted]Date: December 14, 2015 Account:     [redacted]Regarding Your Mortgage LoanDear [redacted]: We received a copy of the complaint filed through the Revdex.com by your wife on November 4, 2015 concerning the...

refinance of your mortgage loan.  We appreciate the time she has taken to document your thoughts and concerns regarding this matter.  We are responding to you as you are the only account holder listed on the original mortgage loan.We strive to provide professional and accurate service to our customers and I regret that the service you received did not meet that same high standard.  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.We empathize with the difficulties you encountered with your application for the refinance of your mortgage loan.  Therefore, in the interest of customer service, we have refunded the $350.00 application fee that you previously paid.    I appreciate this opportunity to address your concerns.  On behalf of the Bank, please accept my sincere apology for any inconvenience or concern that this matter may have caused you.   If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET.Sincerely, Carolyn G.Office of the President Pc: Revdex.com

[redacted] Date: January 26, 2017 Account: [redacted] Regarding Your Auto Loan Dear [redacted]: We received a copy of the complaint you submitted to the Revdex.com regarding your auto loan. Your...

feedback is very important to us as it allows us to better understand how we can improve our service to you. I also want to thank you for taking the time to speak with me on January 17, 2017. On behalf of the Bank, please accept my sincere apologies for the difficulties you have encountered. It was certainly not our intention to cause you any hardship. We strive to provide the best customer service possible and I am sorry that was not your experience. Please be assured we researched this matter thoroughly and passed on your concerns to the relevant parties within the Bank. I also want you to know that customer feedback is reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction. On December 2, 2016, we sent a final payment notice for your auto loan ending in [redacted]. The notice indicated that a final payment of $236.43 was due on December 29, 2016. As the notice indicated, since you were enrolled with Auto BillPayer the final payment would be automatically withdrawn from your account on the due date. I have enclosed a copy of that notice for your review. I am sorry if there was any misunderstanding. On December 29, 2016, Auto BillPayer withdrew your final payment of $236.24, which is the amount of the billing that was sent to Auto BillPayer. On December 30, 2016, after your loan was closed, we received your payment of $236.43. When we receive a payment after a loan is closed, the payment is held for ten (10) business days before the funds are returned to the customer. This is to ensure that the funds will not reverse. Unfortunately, there were multiple holidays following your payment, which extended the time in which we would hold the funds. The tenth (10) business day was January 17, 2017, so on that date a check in the amount of $236.24 would have been issued to you since your payoff was $0.19 short. I truly apologize that you were not able to obtain this information when you initially called the Bank. After we spoke on January 17, 2017, we placed a stop payment on the check that was automatically issued to you and issued a check for the full amount of $236.43 which we sent to you via overnight mail that same day. We confirmed that the check was delivered to you on January 18, 2017, at 9:52 a.m., ET. Again, please accept my sincere apologies for the troubles you have experienced, and we appreciate your patience while we researched this matter. If I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Elizabeth D.Office of the President Pc: Revdex.com Enclosure: Final Payment Notice

[redacted]Date: February 28, 2017 Account: [redacted] ACCOUunt: [redacted] ACCOUunt: [redacted]Regarding Your Fifth Third Bank Credit Card AccountsDear [redacted]:We received a copy of the complaint you filed with the Revdex.com regarding...

your credit card accounts. We appreciate the time you have taken to express your concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused you.On May 2, 2006, the Bank received and approved your application for a Fifth Third Bank Platinum [redacted]. Upon approving the application, the Bank issued a [redacted] account ending in [redacted]. For your records and Convenience, please find enclosed copies of the statements dated September 12, 2014, through your most recent statement dated February 12, 2017. The last payment made toward this account was received on November 2, 2016. This credit card account was connected to your checking account ending in [redacted] as Ready Reserve (overdraft protection).On May 14, 2014, the Bank received and approved your application for a Real Life Rewards [redacted]. Upon approving the application, the Bank issued a [redacted] account ending in [redacted]. For your records and Convenience, please find enclosed statements dated June 5, 2014, through your most recent statement dated February 5, 2017. This account was also connected to your checking account as Ready Reserve (overdraft protection).For your Convenience please find enclosed copies of your checking account statements and overdraft notices. Please use the enclosed documents as verification of the overdraft history of your checking account, and that both Credit card accounts were utilized as Ready Reserve for your checking account ending in [redacted].Please review the enclosed statements and contact the Dispute Resolution Department if you wish to dispute any transactions. You can contact the disputes resolution department at ###-###-####, Monday through Friday, 7 a.m. to 8 p.m.; Saturday 8:30 a.m. to 5 p.m., ET. Thank you for your patience while we researched this matter for you. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m.E.T.Sincerely,Patrick S.Office of the PresidentPC: Revdex.comEnclosures: Credit Card Statements for both a CCountsChecking Statements 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.  In the response, Fifth Third Bank states that they wait (10) ten days after a loan is closed before issuing refunds. In following their ten day protocol, a refund of $575.00 should have been issued to me on December 8th when the check for $13.23 was mailed to me. That was ten BUSINESS days after I had paid off the loan. In talking with a supervisor, it was admitted to me that Fifth Third had made a mistake and their was no reason why the check for $575.00 was not written. The woman supervisor told me that was a mistake on Fifth Third Bank's behalf. Therefore, I had to wait yet another additional ten days to receive my refund. If I would have been late on a loan payment I would have been immediately been charged a late fee with no questions asked, yet Fifth Third makes a clear mistake, violates their own policy, and I am supposed to be okay with that. I deserve compensation for the days I did not have my money. Fifth Third did not follow what they have outlined in the response.
Regards,
[redacted]

[redacted] [redacted] [redacted] Date: June 29, 2017 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received a copy of the rebuttal you submitted to the Revdex.com regarding your checking account. We appreciate the time you have taken to document your additional thoughts and concerns regarding this matter. I am sorry that you feel our previous response did not sufficiently address your complaint. On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused you. However, we stand by the response we conveyed to you in our previous letter dated June 21, 2017. I have enclosed a copy of that letter for your convenience. Our position on this matter has not changed. Since the [redacted] insurance payment posted to your account on May 3, 2017, it would not have been possible for you to have made the payment on May 4, 2017. If you have evidence to support you claim, please send documentation to the following address: Fifth Third Bank Office of the President Attn Elizabeth D. 5050 Kingsley Drive MD 1MOCOP Cincinnati OH 45263 You may also fax the documentation to my attention at ###-###-####. If you are able to provide additional documentation, I will be happy to further research the matter for you. Additionally, you indicated that you attached a letter to your rebuttal dated March 18, 2017, stating that you have until 9 p.m. to correct an overdraft; however, this letter was not attached to your rebuttal on the Revdex.com’s website. You may also mail or fax this letter to me for further research. Thank you for your patience while waiting for a response. If I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Elizabeth D.Office of the President Pc: Revdex.com Enclosure: Prior Response Letter

[redacted] 
[redacted] 
[redacted] Date: May 19, 2016 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received a copy of the rebuttal you filed with the Revdex.com regarding the fees charged to your business checking account. We appreciate the additional time you have taken to express your thoughts and concerns regarding this matter. On behalf of the Bank, we would like to offer our sincere apologies for any inconvenience or frustration this situation has caused you. However, we stand by our previous response letter sent to the above address on May 10, 2016. I have enclosed a copy of our previous written response for your review. Our position on this matter has not changed. Please be aware that the current balance in your business checking account is negative ($811.26). Please make a deposit to cover the overdrawn balance at your earliest convenience to avoid further collection proceedings. It was certainly not our intention to cause you any hardship and we appreciate your patience while we reviewed your concerns. You are a valued customer and we look forward to serving your financial needs in the future. If I may be of any further assistance, please contact me at ###-###-####, or toll free at ([redacted]) [redacted], Monday through Friday, 8 a.m. to 6 p.m., EST. Sincerely, Lisa S.Consumer Resolution Specialist Office of the President Pc: Revdex.com Enclosure: letter dated May 10, 2016

Please find attached our response to the rebuttal complaint filed by [redacted].   January 28, 2015[redacted]Re: Equity FlexLine[redacted]We received a copy of the rebuttal complaint you filed with the Revdex.com regarding the application process for your new Fifth Third Bank Equity FlexLine account. We appreciate the time you have taken to document your additional thoughts and concerns regarding this matter.As stated in our previous correspondence, several factors are reviewed in order to issue approval for the new Equity FlexLine account including your debt to income ratio and any related information that we receive from the credit bureaus. In your rebuttal, you indicate that the amount shown on the 1099-Misc form of $10,688.02 is what should be used as your income. But for this type of income, the Bank uses the ‘Net profit or (loss)’ amount shown on line 31 of the Schedule C form submitted with your tax return. In your case, the net profit after total expenses was $1,986.00 and this was the amount used in our debt to income calculations. I apologize for any frustration this may cause you.On October 29, 2014, your Equity FlexLine application was conditionally approved and a notice was mailed to the address shown above on this date. It should be noted that the loan commitment letter referenced in your rebuttal complaint states the following:“Your application for a consumer loan has been approved subject to the following conditions. Please review this consumer loan commitment in detail to ensure that you understand all aspects of this loan being committed and the conditions that must be satisfied. Failure to meet conditions may invalidate this commitment or may result in additional processing requirements and/or a delayed closing date.”As a result, this letter should not be interpreted as a final approval, final commitment or security agreement for the loan amount shown. In addition, you chose to accept the Bank’s counter offer for a smaller line of credit in the amount of $99,400.00 on November 7, 2014. After the discovery of an underwriting issue regarding your [redacted] lease account, we made an exception to remove the [redacted] lease pay-off and approved your application for a lesser amount of $85,050.00. On December 4, 2014, you accepted our second counter offer and proceeded with the closing process for the new Equity FlexLine ending in [redacted]. Copies of the conditional approval letter and security agreement for the new account are enclosed for your review.We sympathize with the difficulties you experienced during the application process for your Equity FlexLine account. However, we are not willing to increase the line of credit amount for your account at this time. Mr. [redacted], please be assured that it was not our intention to cause you any hardship or disappointment. We appreciate your feedback as it assists us in identifying problems and ways to continuously improve the level of service we provide to our customers. You are a valued customer and we look forward to serving your financial needs in the future. If I could be of further assistance to you, please contact me directly at [redacted].Sincerely, [redacted]Consumer Resolution Specialist Office of the PresidentEnclosure(s): Conditional approval, Security agreement Pc: Revdex.com

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: July 27, 2016 Account: [redacted] Regarding Your Standard Platinum [redacted] Dear [redacted]: We received a copy of the complaint you submitted to the Revdex.com regarding...

your Standard Platinum [redacted]. 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 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 concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction. On July 11, 2016, your Standard Platinum [redacted] ending in [redacted] was due for a minimum payment of $35.00. When we did not receive your payment by the due date, our Collection Department began making calls to you to inform you of the past due payment. When you spoke with our Collection Department on July 19, 2016, eight (8) days had passed since your due date. However, as the agent informed you, our collections system showed your account as thirty-five (35) days past due. The number of days of delinquency showing in our collection system is based on the cycle date of your account, which is the date on which your statement period ends and a statement is issued. The cycle date for your account is the fourteenth (14th) of each month. On June 14, 2016, your statement period ended, and a statement was issued reflecting a minimum payment of $35.00 due on July 11, 2016. When your next account cycle ended on July 14, 2016, your next minimum payment due on August 11, 2016, was $70.00, which included the past due payment of $35.00. On July 19, 2016, thirty-five (35) days had passed since the statement billing you for the payment due on July 11, 2016, was issued, which is why our collection system showed your account as thirty-five (35) days past due. I apologize for any misunderstanding that may have occurred when you spoke with our Collection Department on July 19, 2016. Please be assured that although your account showed as thirty-five (35) days past due in our collection system, your account was not reported as past due to the credit reporting agencies. An account is only reported past due to the credit reporting agencies if payment is received more than thirty (30) days after the due date, which in your case was July 11, 2016. On July 19, 2016, we received and posted your payment of $70.00 to bring your account to a current status. Your next statement will be issued at the end of your statement period on August 14, 2016, and your next minimum payment as indicated on your August 2016 statement will be due on September 11, 2016. It was certainly not our intention to cause you any hardship. In the interest of customer service, we waived the $25.00 late charge that was assessed on July 12, 2016. The fee waiver will be reflected on your August 2016 statement. 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

I also sent customer a copy of his payment history, but was unable to attach the document.Response to customer attached. February 12, 2015 [redacted] Re: Installment Loan [redacted] Dear [redacted]: We received a copy...

of your complaint filed with the Revdex.com concerning your installment 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 inconvenience this matter may have caused you. It was certainly not our intention to cause you any hardship. We strive to provide an exceptional experience to our customers, and I am sorry we did not meet your expectations. Please be assured that we have researched this matter fully, and customer concerns are reviewed by our senior management as part of our ongoing commitment to improving our customers’ satisfaction. Proof of full coverage vehicle insurance is required at the loan contract signing and throughout the life of the loan. On October 21, 2014, November 10, 2014, and November 24, 2014, we mailed notices to the address on file to inform you that due to the insurance information provided to us at your loan closing having not been an actual copy of the policy with your new vehicle added we would need to be provided with a current proof of coverage by November 30, 2014. Because we did not receive proof of insurance by that date, force-placed insurance costing $[redacted]was added to your installment loan on December 8, 2014. As of January 20, 2015, we have received a copy of your current proof of insurance coverage and your force placed insurance was removed. A new coupon book was ordered reflecting your payment amount being lowered back to the original payment of $[redacted]. In your complaint you also mentioned that your name had been misspelled in our system, I have found the error, have corrected your name to read as “[redacted]” and have ordered you a new coupon book at no charge to reflect this which you should receive in the next 7-10 business days. Please accept my apology for this mistake. Mr. [redacted], it was certainly not our intention to cause you any hardship, and we appreciate your patience while we researched this matter for you. We value your business, and we look forward to serving your financial needs in the future. If I could be of further assistance to you, please contact me directly at [redacted] or toll free at [redacted] Sincerely, [redacted] Consumer Resolution Specialist Office of the President Enclosures (4): Notices and Payment History [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   I submitted several emails to the Revdex.com. Today I met with the branch manager where I applied for the loan. The manager was apologetic and wished to look into this matter further. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I do not agree with Fifth Third Bank response, because I have given them all my information and more. They have some how given me an account number,that I do not know about. I have told them multiply times,I do not have an account with them, but they insist on asking for statements and account numbers. I have attached a copy of my car title and exposed the necessary information to provide them with proof, that they do have a lien on my car title. Thank You.

[redacted] Date: February 15, 2017 Regarding Your Stolen Checks Dear [redacted]: We received a copy of your additional complaint filed with the Revdex.com (Revdex.com) regarding your utility checks that were stolen and processed with Fifth Third Bank. We appreciate the time you have taken to express your continued thoughts and concerns. On behalf of the Bank, I apologize for the difficulties and distress this situation has caused you. However, we stand by our previous correspondence dated February 6, 2017. Please contact [redacted] and complete a fraud affidavit in order to have them cease collection efforts. For your reference, I have enclosed a copy of our previous correspondence. We appreciate your patience while we researched this matter and apologize for any difficulties or concern you may have experienced. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Shawna H.Office of the President Pc: Revdex.com Enclosure: Previous Correspondence

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.   I just wanted to let you know that the matter involving Fifth Third Bank was semi-successfully resolved.Thank you for all you've done for my wife and myself in helping to get some satisfaction from this institution.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  I submitted a complaint against fifth third bank probably a couple of months ago. I heard back from them once and they said they were sending out a payment book and I told them they had the wrong address that we had never lived at the address they had sent it to but I never have seen a reply or received anything from them at allThanks[redacted]

[redacted] Date: November 25, 2015 Account: [redacted] Regarding Your Vehicle Installment Loan Dear [redacted]: We received a copy of the letter you sent to the Revdex.com concerning your vehicle installment 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 any inconvenience or frustration this matter may have caused you. Please be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the Bank. I also want you to know that customer feedback is reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction. According to our records, the Deferment Agreement that you accepted states that the payments due on August 9, 2015, and September 9, 2015, would not have to be made on those dates. The payments deferred on those dates would be owed at the end of the loan term. The Deferment Agreement states that next payment was due on October 9, 2015. A copy of the Deferment Agreement in enclosed for your review. Per the enclosed copy of the Bank’s Rules and Regulations, a copy of which was also provided when your account was opened, when you owe the Bank a debt on one of your accounts, the Bank has the right to transfer funds from another account you are an owner of to cover the debt owed to the Bank. Specific information about this can be found on page eleven (11) paragraph seven (7) of the enclosed copy of the Bank’s Rules and Regulations. Since we did not receive the payment that was due on October 9, 2015, we debited your checking account ending in 4979 on November 16, 2015, in the amount of $375.31, for the total amount that was due on your loan at that time. We regret any inconvenience this may have caused you. Please also be aware that on June 26, 2015, our Collections Department received a verbal Cease and Desist request from you. Per this request, the Bank was not able attempt to contact you on the telephone regarding the past due status of your loan. If you would prefer that the Bank contact you on the telephone when your loan is past due for payment, you can certainly contact our Collections Department to have the Cease and Desist status removed from your loan. To do so, please contact our Collections Department at ###-###-####, Monday through Friday, 8 a.m. to 9 p.m., ET., Saturday to Sunday, 8 a.m. to 5 p.m., ET. I also want to apologize for the level of service you received when you contacted our Collections Department regarding this matter. We strive to professional and accurate to service to all of our customers and we regret if this has not been your experience. We also regret that we were not able to take $50.00 of the payment that was debited from your checking account on November 16, 2015, and deposit it back into your checking account. Please be aware that if this could have been done, it could have resulted in the further delinquency of your loan. I also want to make sure you are aware that there is not a fee to close your checking account. While we truly value your business, you can certainly close your checking account at any time. There is not an account closure fee associated with your checking account. There is also not an account closure fee associated with your Access 360 prepaid debit card. If you wish to close your checking account or your Access 360 prepaid debit card accounts, please visit your nearest Fifth third Banking Center for assistance. As of November 23, 2015, your loan is current. Your next payment of $194.09 is due on December 9, 2015. [redacted], 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, Adam P. Office of the President PC: Revdex.com Enclosures (2): Rules and Regulations; Deferment 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.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  Provided I am not getting the run around, like I have every other time I have contacted 5/3 bank. Provided they actually send my title like they say they will, because I never received one at [redacted]...then yes this would resolve my issue with them.Thank you [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
In response to their letter and documentation they attached, they still are not paying the correct amount. If they pay the village of [redacted] the $888.62 that won't pay the second half of the taxes. The payment should not go to the village of [redacted], but to [redacted] for $1003.60. I faxed the correct documentation twice and it's still wrong. I just checked online and the second half of taxes has still not gotten to [redacted]. If they end up being late this is not due to our fault but the bank for sending it to the wrong entity. What I would like is to take my escrow back for taxes. This is the third year in a row they have messed them up and when I try to call to straighten it out, I get no where until I file a formal complaint. I was never late paying my taxes when I paid them myself. It will alleviate this mess happening again next year and decrease undue stress on my wife and myself having to fight and file complaints. 
Attached is the current years real estate taxes and it shows clearly on the bottom how much and who to pay it to for each half. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   The Bank published that my payment was late during a refinance when it wasn't.The Bank is also charging me for late fees that weren't charged previously and that they have not informed me off.These practices are very suspect and I'd like a response specifically to these issues and not just a payoff statement which is not an adequate response to my concerns.
Regards,
[redacted]