Fifth Third Bank

Message from intended receiver of fundsDear [redacted], Grateful if you could help to follow up the wire transfer. Maybe there is some wrong with the transfer as my finance department confirms that the TT transfer has not yet be found in our bank accounts. For your information,  our bank’s...

details are as follows:- You may check with the bank again. Thank you so much for your help ! Account No. : [redacted] Banker : [redacted], [redacted] Banker's Code : Code no. is [redacted] Banker's Address : [redacted], [redacted], [redacted]SWIFT Code : [redacted]  Thank you so much. [redacted] ** [redacted], [redacted] Mobile : [redacted] Tel : [redacted] Fax : [redacted] Email: [redacted]

[redacted] Date: August 31, 2016 Account: [redacted] Regarding Your Fifth Third Bank Mortgage Loan Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com regarding your...

mortgage loan. 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 any inconvenience this matter may have caused you. Please be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the Bank. I also want you to know that customer feedback is reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction. On July 9, 2014, you applied for a mortgage loan utilizing your property at [redacted], [redacted], [redacted] as collateral. Your mortgage refinance was approved, with your first payment scheduled for October 1, 2014. The parcel number for this property is [redacted]. Our research has confirmed that the Bank has paid your property taxes, with the most recent payment being made to [redacted] County on July 8, 2016. The next tax payment is scheduled for March 1, 2017. In your complaint you state the parcel number associated with the delinquent property taxes is [redacted]. Please note, our research was unable to locate a mortgage loan and/or an escrow account for the property located at [redacted], in [redacted], [redacted]. Therefore, the Bank is unwilling to reimburse you for property taxes and penalties associated with this property. Thank you for your patience while waiting for a response. 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

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]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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 file attachment was unreadable (not a valid .pdf).  Furthermore, I contacted the City/County of [redacted] for verification but they have no record of receiving either the alleged recording fee or of the release of the mortgage lien on my home.
Regards,
[redacted]

[redacted] Date: March 8, 2016 Account: [redacted] Regarding Your Mortgage Loan Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com concerning your mortgage loan....

We appreciate the time you have taken to document your thoughts and concerns. We completed a review of the payment history to the mortgage loan account ending in [redacted]. It should be noted that full or total monthly payment amounts are required before we can post a payment to your mortgage. A full monthly mortgage payment includes your total principal and interest payment due, plus your monthly tax and insurance obligations. If we do not receive the total mortgage payment that is due, any funds or partial payments that we receive may post to the account in an unapplied state. Any unapplied funds may be reapplied or returned to you at a later time depending on the degree of delinquency on the mortgage account. As explained on page four (4) of the enclosed Deed of Trust, the lender may return any partial payment if the payment is insufficient to bring the loan current. Our review of the payments made to the account included the following: ? On November 17, 2015, we received a payment in the amount of $1,600.00. Because these funds were less than the full payment amount due, they were posted to the loan as an unapplied credit. On November 25, 2015, these funds were returned to you via check. Then, on December 7, 2015, we received your request to stop the check and reapply the funds to the loan; however, on December 9, 2015, due to there being no additional unapplied funds on the account, this request was denied. ? On November 25, 2015, we received a payment in the amount of $1,500.00. Because these funds were less than the full payment amount due, they were posted to the loan as an unapplied credit. ? On December 7, 2015, we received a payment in the amount of $1,500.00. Because these funds were less than the full payment amount due, they were posted to the loan as an unapplied credit. On December 8, 2015, the unapplied credits totaling $3,000.00 were applied to the mortgage loan to satisfy the mortgage payment due for November 1, 2015, in the amount of $3,017.30. However, the monthly escrow payment was short by $17.30. ? On December 15, 2015, we received a payment in the amount of $1,600.00. Because these funds were less than the full payment amount due, they were posted to the loan as an unapplied credit. On December 24, 2015, these funds were returned to you via check. We approved your request to stop the check on January 8, 2016, and the funds were reapplied to the loan as an unapplied credit. ? On January 8, 2016, we received a payment in the amount of $1,500.00. Because these funds were less than the full payment amount due, they were posted to the loan as an unapplied credit. On January 8, 2016, the unapplied credits totaling $3,100.00 were applied to the mortgage loan to satisfy the mortgage payment due for December 1, 2015, in the amount of $3,017.30. The remaining $82.70 was applied to the late charges due for the account. ? On January 8, 2016, we received a payment in the amount of $1,600.00. Because these funds were less than the full payment amount due, they were posted to the loan as an unapplied credit. On January 29, 2016, these funds were returned to you via check. We approved your request to stop the check on February 10, 2016, and the funds were reapplied to the loan as an unapplied credit. ? On February 5, 2016, we received a payment in the amount of $1,500.00. Because these funds were less than the full payment amount due, they were posted to the loan as an unapplied credit. ? On February 8, 2016, we received a payment in the amount of $1,600.00. Because these funds were less than the full payment amount due, they were posted to the loan as an unapplied credit. On February 9, 2016, the unapplied credits totaling $3,100.00 were applied to the mortgage loan to satisfy the mortgage payment due for January 1, 2016, in the amount of $3,017.30. This left a remaining balance of unapplied credits in the amount of $1,682.70. ? On March 1, 2016, we stopped the check that was sent to you on November 25, 2015, in the amount of $1,600.00, and reapplied these funds to the loan as an unapplied credit. The unapplied funds were debited $3,045.55, and these funds were applied to the loan to satisfy the payment due for February 1, 2016, in the amount of $3,017.30. The remaining $28.25 was applied to the unpaid late charges for the account. In our review of the payment history, it was determined that, in the interest of customer service, the payments would be backdated to the dates the Bank was in receipt of the full monthly payment amount due. The payments were adjusted as follows: ? The payment in the amount of $3,100.00 was adjusted to November 25, 2015, to satisfy the payment due for November 1, 2015. The payment was applied to the loan as $955.17 for principal, $1,487.24 for interest, $574.89 for escrow, and $82.70 for outstanding late fees due for the account. Because this full payment was received after the fifteen (15) day grace period had ended, a late charge in the amount of $97.70 was assessed to the account. However, in the interest of customer service, this late charge was waived, and the late fee paid in the amount of $97.70 was reapplied to the principal balance of the loan. ? The payment in the amount of $3,036.00 was adjusted to December 15, 2015, to satisfy the payment due for December 1, 2015. The payment was applied to the loan as $957.95 for principal, $1,484.46 for interest, $574.89 for escrow, and $18.70 for outstanding late fees due for the account. ? The payment in the amount of $3,064.00 was adjusted to January 8, 2015, to satisfy the payment due for January 1, 2016. The payment was applied to the loan as $960.75 for principal, $1,481.66 for interest, $574.89 for escrow, and $46.70 for outstanding late fees due for the account. ? The payment in the amount of $3,026.85 was adjusted to February 5, 2015, to satisfy the payment due for February 1, 2016. The payment was applied to the loan as $963.55 for principal, $1,478.86 for interest, $574.89 for escrow, and $9.55 for outstanding late fees due for the account. ? The remaining $173.15 was applied to the principal balance of the loan. Because these payments were adjusted there will be no delinquent reporting sent to the credit reporting agencies. I apologize for any difficulties you experienced when calling the Bank and attempting to resolve this matter. I have also enclosed a copy of the loan payment history for your records and review. It should also be noted that on March 2, 2016, we received your payment in the amount of $3,022.80, which satisfied the payment due for March 1, 2016, in the amount of $3,022.80. Thank you for your patience while we researched this matter for you. It is a well-known fact that no business can survive without its customers, and I want to assure you that we truly value your banking relationship with us. If I could be of further assistance to you, please contact me directly at ###-###-####, 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: Deed of Trust, Loan Payment History

[redacted],We have decided not to respond to the customer because we have already addressed her concerns. Also, the customer does not have a new complaint and is not asking anything more from us at this time.Thanks,Adam P.Consumer Resolution SpecialistFifth Third Bank | Office of the President5050 Kingsley Dr.MD 1MOCOPCincinnati, OH 45263Phone: ###-###-#### | Fax: ###-###-####Email: [redacted]

Please find attached our two prior responses to our customer. The customer has not provided any new information regarding his checking account. Our position on this matter has not changed. Thank you.                Pat S.Customer Care Team SpecialistFifth Third Bank | Office of the President5050 Kingsley DriveMD 1MOCOPCincinnati, OH 45263Phone: ###-###-#### Fax: ###-###-####

[redacted] Date: July 14, 2016 Account: [redacted] Regarding Your Installment Loan Dear [redacted]: We received a copy of the rebuttal filed with the Revdex.com regarding insurance coverage for your vehicle loan. We appreciate the time you have taken to document your additional thoughts and concerns regarding this matter. Proof of full coverage vehicle insurance is required at the loan contract signing and throughout the life of the loan. As stated in your complaint, you cancelled comprehensive coverage on the vehicle that is held for collateral for the above referenced installment loan. I have enclosed a copy of the Retail Installment Sale Contract that you signed at the time the vehicle was purchased. According to section D of page two (2) of the contract, you agreed to maintain insurance covering loss or damage to the vehicle for the entire term of the contract. Also be advised that the contract does not state that we will send notices related to the loan to both borrowers. Notices sent regarding this installment loan will be mailed to the primary borrower at the address we have on file. According to your rebuttal, you claim that the vehicle held for collateral for this loan was repossessed and held in our possession fore January 2016 and February 2016. Our records indicate that the vehicle was not repossessed during that time. We, however, did repossess the vehicle on August 13, 2015, at which time your loan was ninety-four (94) days delinquent. On August 17, 2015, we received payment for amount due; the vehicle was released, and was redeemed from the agent on August 20, 2015. We have no record of any subsequent repossession after that time. According to our insurance center, your insurance policy for your vehicle was cancelled on December 16, 2015. Therefore, on December 28, 2015, January 25, 2016, and March 1, 2016, our insurance center mailed notification letters to the primary borrow at the address we had on file at the time to advise that we had not received proof of insurance coverage. I have enclosed copies of the letters sent for you review. Since we did not receive proof of insurance from either borrower, on March 16, 2016, force placed insurance costing $2,216.00 was added to your loan. Our insurance center contacted your insurance agent at [redacted] and was advised on March 30, 2016, a new policy was written with comprehensive coverage for the [redacted]. However, the effective date of the policy was May 24, 2016. Therefore, on May 27, 2016, our insurance center cancelled the insurance policy that was added to your loan and $1,250.00 was refunded back to your loan. When this insurance coverage was cancelled, your monthly payments were adjusted to $507.27 to pay for the coverage that was in place from December 16, 2015, until May 27, 2016. You should have received a new coupon book with the updated payment amount. If you have not received the new coupon book, please contact me at the phone numbers listed below and I will be happy to send out a new book. As of today, your loan is past due $1,228.78 since the payments made in April 2016 and May 2016 were not the full payment amounts. Please make a payment of $1,228.78 at your earliest convenience to bring your loan current and to avoid further collection proceedings. You may send the payment to me directly at: Fifth Third Bank Office of the President Attn: [redacted] 5050 Kingsley Drive Mail Drop: 1MOCOP Cincinnati, OH 45263 We appreciate the opportunity to review your additional concerns. You are a valued customer and we sincerely hope that you will continue using Fifth Third Bank for your financial needs in the future. If I may be of any further assistance, please contact me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, [redacted] Office of the President Pc: Revdex.com Enclosures: Contract, Insurance notices

[redacted] Date: July 15, 2016 Account: [redacted] Regarding Your Vehicle Loan Dear [redacted]: We received a copy of the complaint you submitted to the Revdex.com regarding your vehicle 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 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. The State of [redacted] is an Electronic Lien and Title State. This means that when a borrower satisfies their loan obligation to the Bank, the Bank will release the lien electronically to the [redacted] Department of Motor Vehicles (DMV). Once the DMV receives the lien release, they will remove Fifth Third Bank’s lien from the title record and mail a lien-free paper title to the registered owner’s address listed on the current vehicle registration. On April 25, 2016, your vehicle loan ending in [redacted] was closed as paid in full. On May 3, 2016, we sent the lien release electronically to the [redacted] DMV. I have enclosed a copy of the notice we sent to the mailing address on file to inform you of the lien release. In order to obtain your title, you will need to work with the DMV directly. Unfortunately, since Fifth Third Bank released the lien electronically per our standard process, we are unable to provide you with any compensation for the cost of obtaining your title. Thank you for your patience while waiting for a response. It was certainly not our intention to cause you any hardship. 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: Lien release notification letter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
Once again the response clearly does not address the very valid questions that anyone in this case would have. Then once again clearly states the opposite of what I have been indicating since May 27, 2016 to the present time that the services to be rendered by attorney [redacted] for the charge of $350 on 5/26/2016 were not rendered.My questions have been stated clearly in the previous responses and have not been addressed in the slightest attempt. Please refer to the previous communication as far as addressing them. For me to type them again is a bit ridiculous at this point. Since again they have not even been addressed at all. Just responding saying services were rendered based off of my own letter detailing the reason for the dispute as being services were not rendered is not appropriate. As far as my own letter indicating that services were rendered is ridiculous when it clearly explains that the reason for the dispute entirely is because the information [redacted] said that she would obtain was not obtained for the $350. As I have stated several times as far as the documents used for the investigation, why one of them is not a response from [redacted] herself and why this would not have an income on the investigation outcome.I have also provided information about the extremely poor details and customer service regarding my dispute. Along with a very strange conversation with someone named Lemont who I was told is a manager in the dispute dept, the only other information you clearly need to obtain is from attorney [redacted] which has been over 90 days that she did not even respond which looks even more fraudulant on top of taking my $350 and doing nothing for it.Please address the questions and concerns that I have stated previously several times. The attempts to go around them clearly indicates a problem at Fifth Third Bank in regards to a customer filing a dispute. That is the reason already why this is at the level of the Revdex.com along with other financial business regulators.
Regards,
[redacted]

[redacted] Date: August 29, 2016 Regarding Your Recent Mortgage Loan Application Dear [redacted]: We received your follow up complaint filed with the Revdex.com, concerning your mortgage loan application. 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 August 15, 2016. We also received a similar complaint you filed with the [redacted] that same day. We received your follow up complaint on August 25, 2016. However, we stand by the response conveyed to you in the previous letter sent on August 19, 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 submitted a telephone application for a mortgage loan on July 13, 2016. We have enclosed a copy of the Fifth Third Bank Mortgage Loan Pricing Agreement and Prepayment of Settlement Costs Policy that you signed and returned to the Bank on July 18, 2016. We have included copies of the Mortgage Loan Pricing Agreement, Loan Estimate, your signed Notice of Intent to Proceed dated July 18, 2016, as well as the commitment letter mailed to you on July 26, 2016. The fact that the application fee was not refundable was disclosed and this fee will not be refunded as explained in the Pricing Agreement. 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 and enclosures

[redacted] Date: June 27, 2016 Account: [redacted] Regarding Your Essential Checking Account Dear [redacted]: We received a copy of the additional complaint you filed with the Revdex.com. We appreciate the opportunity to further respond to this matter. Per your request, we completed a review of the Essential Checking account ending in [redacted]. Our review of the account included the following activity: * On May 13, 2016, your beginning account balance was $2.44. The monthly maintenance fee in the amount of $8.00 posted to the account. Although there were insufficient funds to cover this transaction, there was no overdraft fee assessed to the account as a result of this transaction. After this transaction, the remaining negative account balance was ($5.56). * On May 25, 2016, your beginning account balance was $572.78. A check in the amount of $1,700.00 was deposited into the account; however, as outlined on the overdraft notice sent to you, $1,600.00 of the deposit was unavailable to you, per the funds availability policy outlined on pages seventeen (17) and eighteen (18) of the enclosed Rules and Regulations that were provided to you at account opening. There were six (6) debit card transactions, totaling $720.36 that posted to the account, leaving a negative account balance of ($47.58). Because you are opted out of Overdraft Coverage, the debit card transactions were not assessed an overdraft fee. ? On June 1, 2016, your beginning account balance was $827.26. There were ten (10) debit transactions that posted to the account, totaling $1,240.62, and leaving a negative account balance of ($413.36). Because you are opted out of Overdraft Coverage, the debit card, merchant payment and Automated Teller Machine (ATM) transactions were not assessed overdraft fees. However, there were insufficient funds to cover the online transfer to the account ending in 6669 and this transaction was assessed an overdraft fee of $37.00 the following business day. * On June 2, 2016, your beginning negative account balance was ($413.36). A deposit in the amount of $28.96 was credited to the account. In addition to the previously mentioned $37.00 overdraft fee, there were also two (2) debit card transactions, totaling $41.22 that posted to the account. Once these transactions posted, there was a negative account balance of ($425.62). Because you are opted out of Overdraft Coverage, the debit card transactions were not assessed an overdraft fee. I have enclosed copies of the overdraft notices that were provided to you for your records and review. Our review of the account determined there was no Bank error in the overdraft of the account and the fee that was assessed. Although there was no Bank error, in the interest of customer service, on June 3, 2016, the $37.00 fee was reversed and credited to the account. As we mentioned in our previous response,  your monthly service fee is not for the Bank to manage your money. The monthly service fee is charged for providing you an account to conduct your personal, family or household transactions. You also mentioned that you are using your personal Essential Checking account for business transactions. As outlined on page eighteen (18), section thirty-seven (37) of the Rules and Regulations, a personal or consumer deposit account should not be utilized for business transactions. If you would like to learn more about the business accounts that are available, please visit your local banking center or contact our New Accounts Department at ###-###-####, option two (2), Monday through Friday, 8:30 a.m. to 5 p.m., ET. Furthermore, you requested additional clarification on the pending transactions or card authorizations. When the debit card is used at a merchant, the merchant will communicate their intent to take funds for the purchase from your account. When this occurs, authorization is issued, and the merchant’s communicated amount will appear as a pending item on your account. That authorization, or pending item, places a hold on the available balance until the charge posts to the account. If the charge does not post to the account, the funds will remain held by the authorization for up to a maximum of five (5) business days before the hold is released. We appreciate your patience while we researched this matter. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, April Q.Office of the President Pc: Revdex.com Enclosures: Overdraft Notices

[redacted] Date: January 19, 2017 Account: [redacted] Regarding Your Fifth Third Bank Credit Card Account Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com. We appreciate the...

time you have taken to document your concerns. I also appreciated the opportunity to speak with you. Please be assured that Fifth Third Bank takes your feedback seriously and our executive management does review customer complaints as part of our ongoing commitment to improving our customers’ satisfaction. Fifth Third Bank is constantly looking for ways to improve our credit card products and we believe that our new TRIO credit card will provide a better value for your everyday spending. That is why we are replacing your current card ending in [redacted] with a TRIO credit card, which is our best rewards card. TRIO has no Annual Fee and it is automatically enrolled in rewards. Your rewards are earned as points that you can redeem for cash back as a statement credit, or redeem for retail and restaurant gift cards, merchandise, and travel. As we discussed, your current interest rate of 11.49% (Prime + 7.74%) will not change for the existing purchase balance. Your existing purchase balance will remain protected under its current rate until it is paid off. The rate change to Prime + 10.74% will take effect with any new purchases made after the conversion in March. Please refer to your change in terms letter to see the exact date of the change. The multiple interest rates will also be broken out on your monthly statement. We are unable to exclude your current account from being converted. I sincerely regret any conflicting information you received about this topic. 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 ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Alison S. Office of the President Pc: Revdex.com

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 have attached a document showing the technical error that happen when attempted to assign payments from account ending in [redacted].Instead the bill account paid $670 and $150 from account ending in [redacted].Due to the technical error of the system not saving the appropriate account to pay the billsI am asking for $111 which is 50% of the $222 of the overdraft charges to resolve the matter.
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.   There was no reason to the bank to continually resubmit payment to generate more fees, these were not charges, they were payments form my account hta ti initiated, they could have simply called me and asked if I wanted to postpone the payments, but they kept resubmitting to generate as many fees as possible. Their process is flawed and set up to get as much out of their customers in fees as they possibly can. 
Regards,
[redacted]

[redacted] Date: December 2, 2016 Account: [redacted] Regarding Your Mortgage Loan Account Dear [redacted]: We received a copy of your complaint filed with the [redacted]...

and the Revdex.com (Revdex.com) regarding your mortgage loan account. We appreciate the time you have taken to express your thoughts and concerns. On behalf of the Bank, please accept my sincere apologies for the frustration and difficulties you experienced regarding your recent escrow analysis. Enclosed is a copy of our previous correspondence dated November 23, 2016, regarding this matter. We confirmed that your insurance payment was listed twice. The analysis has been corrected and a $359.63 surplus was sent to you in the form of a check on November 18, 2016. An additional surplus of $27.30 was spread out over the next twelve (12) months per the November 21, 2016, analysis. You mentioned in your complaints to the [redacted] and Revdex.com that the Bank was holding more than two (2) months of escrow payment in your escrow account. Please be advised that the Real Estate Settlement Procedures Act (RESPA) allows the Bank to maintain an escrow cushion equal to two (2) months of escrow payment minus any Private Mortgage Insurance (PMI) payments. This means that if the projected monthly escrow balance falls below the cushion amount at any time during the twelve (12) month analysis period, there is an escrow shortage. This does not mean that the balance in the escrow account cannot exceed the cushion amount. It is likely that in the process of collecting the funds needed to pay the escrow obligations, the escrow balance will exceed the minimum cushion amount. I was able to review your phone calls to our Customer Service Department, and verified that you attempted to explain the duplication of your homeowner’s insurance on multiple occasions. However, the agents you spoke to did not appear to understand that the estimated second (2nd) insurance payment was contributing to the escrow shortage. I am very sorry for the distress and inconvenience this caused you. Please be assured that I have forwarded this information to the relevant Bank management. We appreciate your feedback as it assists us in identifying problems and to continuously improve the level of service we provide to our customers. However, I cannot inform you of specific internal corrective actions that may be taken to resolve this matter. Please be advised that representatives in our Customer Service Department are not required to provide their last names to customers. However, they do have an employee identification number they can provide instead. Additionally, our Escrow Department does not have customer service employees available to speak to customers. Customers can speak to an employee in the mortgage area of our Customer Service Department, who can communicate requests to the Escrow Department. Please feel free to contact me directly if you experience escrow issues in the future. 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: [redacted], Revdex.com Enclosures: Previous Response

[redacted] J[redacted] Date: August 16, 2016 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received a copy of your complaint filed with the Revdex.com (Revdex.com) regarding...

your checking account. 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. Per your correspondence, I understand that you attempted to deposit $445.00 in cash at the Automated Teller Machine (ATM) located at the [redacted] Banking Center on July 25, 2016. However, the funds were not credited to your account. Because the issue occurred after 8 p.m. ET, the banking center was not open. You contacted our Dispute Department on July 26, 2016 at 7:41 a.m., and we processed your dispute claim for the missing deposit. I also confirmed that you called the [redacted] Banking center that day as well. Our records reflect that Financial Center Manager Jacqui P. attempted to contact you per your request that day regarding the missing deposit and your desire for an immediate provisional credit. I am sorry that she was unable to reach you. Please be advised that disputes for consumer checking accounts are governed by Federal Regulation E. Per Federal Regulation E, a provisional credit for a dispute must be provided within ten (10) business days of the date we were notified of the dispute if the investigation has not been completed by the tenth (10th) business day. Please be advised that it is Fifth Third Bank’s policy to provide provisional credits within four (4) to five (5) business days for accounts that have been open for more than six (6) months. At the time you filed your dispute, your checking account had been open for less than one (1) month. I verified that the Dispute Department told you at the time you filed the dispute that the credit would be processed in four (4) to five (5) business days. I am sorry for the incorrect information that you received. Please be assured that I have forwarded this information to the relevant Bank personnel. While researching ATM disputes, the Bank verifies if the funds deposited to the ATM balances out to have more cash or checks in it than it should. Unfortunately, the bin that cash deposits are processed to was not over by any funds, and the money in the ATM matched the funds the ATM said were deposited. For this reason, your dispute was denied. A copy of the denial letter sent to you on July 28, 2016, is attached. I confirmed with the banking center that their ATM was not out of service and continued to process other customer transactions. However, it is possible for an ATM machine to malfunction during a transaction. Due to the difficulties you encountered with the ATM, the banking center sent a technician to service the machine. At that time, the technician located your $445.00 that was stuck in the machine. Because the funds were stuck and did not process to the normal reject bin, the ATM balanced when the funds were previously counted. Because we were able to locate the funds, the banking center credited the $445.00 to your checking account on July 28, 2016, even though the dispute was denied. The ending balance in your checking account on July 28, 2106, was $157.10. I confirmed that there were no overdrafts on your account from July 25, 2016, through July 28, 2016, while the missing deposit was not in your account. I was able to review several of the phone calls you placed to our Customer Service Department. I verified that our agents did not state that you would have to call the banking center to dispute the transaction. The transaction was disputed during your phone call at 7:41 a.m. on July 26, 2016. You called the Customer Service Department later that day stating you called the banking center and that you wanted to talk to the location’s manager. However, you stated that the banking center was not answering the telephone. The customer service agent called the banking center on your behalf and obtained a fax number per your request. The customer service agent also explained that the banking center staff advised they would contact the regional manager regarding your request for an expedited provisional credit. You contacted the Dispute Department again on July 27, 2016, regarding the dispute and advised that the banking center manager said they were going to expedite your provisional credit. The agent you spoke to advised that if the banking center employee provided that information, you would have to speak with him because the Dispute Department would be unable to expedite the credit. [redacted], I am very sorry for the frustration and inconvenience this situation caused you. I understand that you needed the funds from the deposit to pay a ticket so you could continue with your part-time job as an [redacted] driver. It was certainly not our intention to cause you distress. The Bank has policies and procedures in place that are applied to all customers within applicable federal regulation. The credit for your missing deposit was applied within two (2) business days of your notification to the Bank of the missing funds, which was in compliance with federal regulations. For this reason, we are unwilling to provide you with additional compensation. I am sorry that the credit could not be provided sooner. 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 T.Office of the President Pc: Revdex.com Enclosure: Dispute Denial Letter

[redacted] Date: August 11, 2015 Account:         [redacted] Regarding Your Essential checking Account Dear [redacted]: We received a copy of your complaint recently filed with the Better Business...

Bureau, concerning the dispute you filed for an ATM deposit at the [redacted] Banking Center. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. Please be assured that Fifth Third Bank takes your feedback seriously, and I appreciate this opportunity to respond to your concerns. On May 8, 2015, we began a dispute investigation when you informed us that of the $500.00 you deposited into the ATM, we returned $100.00 to you and informed you that the remaining $400.00 was a security risk. We also provided provisional credit for the $400.00 while we investigated the disputed transaction. Unfortunately, the dispute was not found in your favor, because the ATM in question was in balance after your deposit. Therefore, on June 16, 2015, we removed the provisional credit of $400.00 that we had previously credited to your account. Although we denied your initial claim, we have given the matter careful consideration and have decided to credit your account for the disputed deposit. As a courtesy to you and as a gesture of our appreciation of your relationship with the Bank, we posted a $400.00 credit to your checking account ending in [redacted] on August 10, 2015. This credit is a permanent credit and our investigation is complete. I can assure you that it was not our intention to cause you any undue hardship and we sympathize with the difficulties you have encountered. On behalf of the Bank, please accept my sincere apology for any inconvenience this matter may have caused you. 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, Jennifer C.Office of the President

November 12, 2014 
[redacted] [redacted] 
Attention: [redacted] 
[redacted] [redacted] 
[redacted] 
Re: Business Checking Account[redacted] 
Dear Mr. [redacted], 
We received a copy of your complaint filed with...

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. Please be assured that I have contacted 
the relevant parties to express your dissatisfaction with the service you received and passed on your concerns. We 
strive to provide professional and accurate service to our customers and we regret if that has not been your 
experience. 
On June 25, 2014, you opened a Business Standard Checking account at the [redacted] Financial Center. The 
promotional offer effective at that time indicated that a cash bonus of $[redacted] would be credited to the new 
business checking account if an average balance of at least $[redacted] was maintained for the first [redacted] full 
months the account was open. If the eligibility requirements were met, then the promotional bonus would be 
credited at the end of the fourth full month after the account had been open. 
In your complaint, you stated that the Personal Banker that opened your business checking account advised you 
that the Bank did not offer[redacted]) and card processing services for merchants. After 
further research, the Personal Banker did recall the conversation regarding merchant services offered by the Bank. 
The Personal Banker indicated that you wanted know if we offered [redacted] and card processing services at no 
charge for business checking account customers. The Personal Banker followed up on your request and informed 
you that we do offer those types of merchant services, but there are charges assessed for the [redacted] and card 
processing options available. 
On October 2, 2014, the business checking account with a balance of $[redacted] was closed per your request. At 
that time, a cashier’s check in the amount of $[redacted] was issued to withdraw your account balance and an 
official check fee of $[redacted] was assessed for cashier’s check. The following day, you spoke with the Customer 
Service Manager at the [redacted] Financial Center regarding the recent account closure. The Customer Service 
Manager verified that your business checking account satisfied the promotional offer requirements at the end of 
September 2014. As a result, the $[redacted] cash bonus would be credited to your business checking account by the 
end of October 2014. Therefore, you decided to reopen the account and deposited the cashier’s check for 
$[redacted]. On October 6, 2014, the official check fee of $[redacted] was credited back to your business checking 
account. Therefore, your account balance was $[redacted]. 
On November 3, 2014, the [redacted] Financial Center Manager reviewed your business checking account and 
determined that the cash bonus of $[redacted] did not post to your account on October 31, 2014. Therefore, an 
adjustment request was processed immediately and the promotional funds were credited to your account the next 
day. 
On November 5, 2014, your business checking account balance was $[redacted]. A withdrawal in the amount of 
$[redacted] posted to your account. At that time, the business checking account was closed with a [redacted] balance, per 
your request. 
Mr. [redacted], please be assured that it was not our intention to cause you any hardship and frustration. 
We appreciate your feedback as it assists us in identifying opportunities to improve our systems and the level of 
service we provide to our customers. You were a valued customer and we hope that you will consider the Bank for 
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 President 
Pc: Revdex.com