Fifth Third Bank

February 25, 2015 [redacted] 
[redacted] 
Re: Revdex.com Complaint Dear [redacted]: We received a copy of the letter you submitted to the Revdex.com regarding your mortgage loan and the...

processing of a principal payment made in July 2014. We appreciate the time you have taken to document your additional thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for the difficulties you have experienced with your mortgage loan payment. 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. 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. I have reviewed the history of your mortgage loan for the payment in question. On February 3, 2015, adjustments were made to your loan to reflect the $[redacted] payment you paid towards your loan to be credited as a principal only payment. I am sorry that it took longer than it should have to update this information for you. You should continue to make you regular payments in the manner that you currently are doing. An additional option for you is to stop into a local branch and request that they process your payment as a principal only payment. Please remember to specifically request the principal payment; if not, it will be processed as your normal monthly payment. If in the future, you desire to send a payment specifically for a principal only payment, you are welcome to send it directly to me at the following address: Fifth Third Bank Office of the President [redacted] 
[redacted] 
[redacted] Fifth Third Bank, Member [redacted]. Equal Housing Lender. Fifth Third and Fifth Third Bank are registered service marks of Fifth Third Bancorp 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 [redacted] Sincerely, [redacted] Consumer Resolution Specialist Office of the Presiden

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.  
While I appreciate the response from the business, it comes as no surprise that no employee admitted to telling a customer not to pay a bill once they learned a Revdex.com complaint was filed. The teller, a female, with dark hair a little longer than shoulder length, 30's-40's, advised me that the final payoff would include the payments discussed in the original complaint I filed. She advised me, as an agent of the company, that it was not necessary to pay that months payment as we were in contract to sell the property.Since selling the house, I have continued to receive harassing phone calls from agents of 5/3 Bank, some being very rude, telling me they are going to foreclose on me and garnish my wages. Even after explaining what the previous teller had explained, they continued to call several times a day and send letters. This was AFTER selling the property. This may have simply been an oversight by a single employee at this location. Mistakes happen. However, I have lived at this location for over 13 years with only one late payment that was an oversight of mine after I had surgery. The error was corrected several years ago. This single error by a 5/3 employee is the ONLY thing prohibiting me and my family from buying another home in a new state over 600 miles away. We are simply asking for the late charge to be reversed and removed from my credit report.  
Regards,
[redacted]

[redacted] Date: December 16, 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 appreciate the...

time you have taken to document your thoughts and concerns. We strive to provide quality service to all of our customers, and I apologize if we failed to meet your expectations. This loan was reaffirmed after bankruptcy. There was a delay in sending out the overpayment from the payoff amount received September 19, 2016, because we needed to verify if the funds should be sent to the bankruptcy trustee or to you. A check for $238.73 was sent to you at the above address on December 12, 2016. The loan is closed and at a zero (0) balance. This information is provided in response to your request and is not an attempt to collect a debt. You were 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

[redacted]Date: March 9, 2015 Account: [redacted]Re: Revdex.com ComplaintDear [redacted]:We received a copy of the complaint you filed with the Revdex.com,...

concerning unauthorized automated clearing house (ACH) payments from your checking account. On behalf of the Bank, please accept my sincere apologies for any frustration you experienced regarding this matter.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.Our research determined that you filed two (2) disputes in regards to payments made to various merchants. The first case involved transactions on your checking account from December 5, 2014, through January 16, 2015. The items included in the original dispute are listed below:December 5, 2014, $52.50 [redacted]December 5, 2014, $120.00 [redacted]December 12,2014,$52.50 [redacted]•December 19,2014,$52.50 [redacted]•December 19,2014,$120.00 [redacted]•December 26,2014,$52.50 [redacted]December 26, 214, $79.95 web initiated payment Cash-Installment•January 2,2015,$12.00 [redacted]•January 2,2015,$52.50 [redacted]•January 9,2015,$79.95 web initiated payment Cash-Installment•January 9,2015,$5.00 [redacted]January 16, 2015, $56.63 [redacted]January 16, 2015, $120.00 [redacted]The above listed transactions totaled $964.03. In your dispute, you stated you had filed a cease and desist with the merchant on January 19, 2015. Therefore, the transactions prior to January 19, 2015, were authorized debits from your checking account. Since you did not dispute any of the deposits from these vendors, the Bank had no right to recollect these funds.When a dispute is filed with the Dispute Resolution Department, the agent will inform customers of a provisional credit posting to their checking account within four (4) to five (5) business days. The provisional credit when approved is posted to a customer's account associated with the dispute. The provisional credit is a temporary credit issued as a courtesy to the customer while the dispute is being investigated. This credit provides our customers with financial needs while we investigate the customer's claim. The Bank can remove provisional credit from the account at the conclusion of our investigation depending on the findings. With the information provided to the Dispute Resolution Department, they were able to resolve your original dispute prior to authorizing provisional credit. Therefore, the requested overdraft fee reversals and provisional credit of $964.03 were not approved with your original dispute. I offer my sincere apologies for any confusion you may have had with this process.On February 11, 2015, you filed another dispute with our Dispute Resolution Department. This case resulted in three (3) provisional credits posting to your checking account on February 12, 2015, in the amount of $474.00. The three provisional credits were issued for the following transactions:February 6,2015, $280.00 [redacted]February 6, 2015, $54.00 [redacted]February 6, 2015, $140.00 [redacted]Additionally, the Bank reversed the overdraft fees that posted to your account because of these unauthorized payments. The overdraft fees returned to your account totaled $1332.00. This dispute was approved because the date of the transactions. Since the three (3) payments were made after the January 19, 2015 cease and desist, the Bank was able to collect and return these funds from the merchant.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 ###-###-####.Sincerely,[redacted]Senior Consumer Resolution Specialist Office of the PresidentPc: 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.  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.]Have brought me complete frustration and hardship as I was JUST finished with my weekly therapist sessions. Instead of focusing on my personal issues, struggling to keep my head above after the home invasion, I then found of my fraudulent activities, was informed of me not allowed to close my account, was told I had to now file a despute each time this happens, to then find another bank that I could trust as my last bank did not care at all, then, call after call I was inforomed my ATM card was still active, my account which was "frozen", had not been frozen, ive had three months with this issue, THREE MONTHS, im now going BACK to therapy because all my focus was then taken to this awful instatution. Having to log onto the account every day just to see what damage has been done to my account. Then have the gull to tell me they are sorry? I have no idea what has been done to my account, what activities are legit or what they have fanageld. NO idea and after all this time, sixty five phone calls, hang up after hang up, attitude from their customer service staff, talking to different peopls, still not resolved. Absurd. As far as early access goes, not on my priority list anymore. Inform me of an address I may send my therapist bill. I can tell you, its much more than the $300(?), they are requesting I pay just to get them out of my hair. NO. they are so very wrong, have been wrong since the very first day I walked in there to simply close my current account and open a new one. Honestly, they brought this on themselves. If they cared for their customers instead of their only focus is the friggin $400(+?), which I was more than underatanding I would pay, should have frozen my account from the beginning. Not leave it open and cop an attitude with me to file a despute each time fraudelent activity occured. I have a suggestion for them, care for your customers, your customers will care about you.
Regards,
[redacted]

[redacted]
[redacted]
[redacted]Date: August 19, 2016Account: [redacted]Regarding Your Fifth Third Bank Mortgage LoanDear [redacted]:We received a copy of the two (2) complaints you filed with the [redacted] and the complaint you filed with the...

Revdex.com regarding your mortgage loan payments. We appreciate the time you have taken to express your concerns regarding this matter, and we sympathize with the difficulties you have experienced.Your comments expressing less than quality service from our employees is extremely concerning. On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused. We strive to provide professional and accurate information to all of our customers, and we regret if all the service you received did not meet your expectations.Each year, we review your escrow account to make sure the escrow portion of your monthly mortgage payment covers your property taxes and/or insurance. On April 25, 2016, the Bank performed the annual analysis and sent you a letter titled, Important Information about your Mortgage Escrow Account. Based on your complaints, you did not timely receive this notice. We have enclosed a copy of this letter for your convenience. Please note the letter was mailed to the same address as this response.Your 2016 escrow analysis informed you that your escrow account had a $705.22 shortage. Page three (3) of the analysis explains the reason for the shortage. The Bank provided you with two (2) options on how to pay the shortage. The first option was to spread the shortage over the next twelve (12) monthly payments. Your mortgage payment would increase on June 1, 2016 to $2,390.78, with $58.76 of this payment used to settle the escrow shortage. Option two (2) was to pay the escrow shortage in full before May 15, 2016. Your mortgage payment would increase to $2,332.02, with $1,814.81 being applied to principal and interest, and your new escrow payment of $517.21. The increase in your escrow payment is an attempt by the Bank to avoid a shortage in 2017.As you are aware, the Bank received and posted your payment of $2,295.82 on June 6, 2016. Because this payment did not satisfy your full monthly mortgage payment, the funds were placed in an unapplied status. The Bank received and posted your payment of $2,295.82 on July 6, 2016. This payment was also placed in an unapplied status. On July 15, 2016, the Bank received and posted your payment of $201.92. This payment was applied to your prior two (2) payments and satisfied your monthly payments for June 1, 2016, and July 1, 2016. On July 19, 2016, you made an escrow payment of $705.22. This payment satisfied your escrow shortage. The Bank received and posted your August 8, 2016, payment of $2,332.02. This payment satisfied your mortgage payment due on August 1, 2016. Our research indicates your next mortgage payment of $2,332.02 is due on September 1, 2016.Our research determined you contacted our customer service department regarding your late payment mark reporting to the credit reporting agencies for your June 1, 2016, payment. This payment was not satisfied until July 6, 2016, and was correctly reported to the credit reporting agencies as thirty (30) days past due. Please note that in addition to the letter dated April 25, 2016 informing you of the escrow changes, a Mortgage Loan Statement dated May 6, 2016, which statement reflected the increase in the monthly mortgage payment, was also mailed to the same address as this response. This statement was sent and should have been received well prior to your vacation departure. We have enclosed a copy of this statement for your convenience.You have requested our customer service department remove the late mark because you had not received the escrow notice, and you were out of the country and unaware of the payment shortage. In the interest of customer service a request to remove the late payment from your credit reporting has been submitted. You will receive a letter under separate cover from our operations department confirming this adjustment. Please allow thirty (30) days for the credit reporting agencies to update the information. If you apply for credit within the next thirty (30) days, please use this letter as proof that Fifth Third is removing the negative reporting.If you would like to contact the credit reporting agencies directly, their 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 ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET.Sincerely,Patrick S.Office of the PresidentPC: [redacted], Revdex.comEnclosure: Escrow Analysis Statement, Mortgage Loan Statement

[redacted]Date: November 18, 2015 Account:     [redacted]Account:     [redacted]Regarding Your Checking AccountsDear [redacted]: We received a copy of the complaint you filed with the Revdex.com concerning...

the overdraft fees assessed to your checking accounts.  We appreciate the time you have taken to document your thoughts and concerns regarding this matter.We strive to provide professional and accurate service to our customers and I am sorry if that has not been your experience.  Customer service is of the utmost importance to all of us at Fifth Third Bank and we appreciate your feedback as it assists us in identifying problems in an effort to continuously improve the service we provide our customers.  Please be assured that we have contacted the relevant parties to express your dissatisfaction with the service you received and passed on your concerns.On October 9, 2015, the balance in your checking account ending in [redacted] was $301.95.  Eleven (11) items totaling $748.12 posted to the account that day, creating an ending balance of negative ($446.17).  Due to non sufficient funds a total of $111.00 in overdraft fees were assessed to the account.  The ending balance was negative ($557.17). On October 6, 2015, the balance in your checking account was $40.55.  Seven (7) items totaling $359.46 posted to the account that day, creating an ending balance of negative ($318.91).  Due to non sufficient funds overdraft fees totaling $74.00 were assessed to the account.  The ending balance was negative ($392.91). The following is the order in which we post transactions to your account at the end of each business day.  Please note that we do not process transactions on Saturday, Sunday or Federal Holidays.  Start with ending Daily Balance from the prior business day. This can be found on Internet banking at www.53.com, by reviewing your periodic statement or by calling ###-###-####.1. Add in Credits (+)• Examples of credits (+) may include:o Posted deposits, including direct deposit of your paychecko Funds available from Pending Deposits (such as ATM deposits and Mobile deposits)o Transfers into the account such as ACH and wire transferso Online/telephone transfers into the accounto Refundso Returned items2. Deduct posted Timestamped Debits (-) oldest to most recent• Examples of Posted Timestamps debits (-) may include:o Posted ATM Withdrawalso Posted Debit Card Purchaseo Posted online/telephone transfers to another Fifth Third Accounto Posted wire transfers3. Deduct posted Batch Debits (-) largest amount to smallest amount• Examples of Deduct posted Batch Edits (-) may include:o Posted Checks writteno Posted online/telephone transfers to a non-Fifth Third accounto Posted Internet Banking bill paymentso Posted outgoing ACH transfers (automatic bill payments)o Posted outgoing wire transfers4. Deduct Fees and Service Charges (-) largest amount to smallest amountPlease note that this posting order may change due to circumstances beyond the Bank’s control, such as changes or disruptions in network processing or processing delays by a third party. This posting order is the same whether you accept or decline Overdraft Coverage for ATM transactions and one-time debit card transactions. The cut-off times for deposits may vary depending on how the deposit to your account is processed. The cut-off times are documented on page 17 of the Rules and Regulations booklet that you should have received upon opening your account.  The Rules and Regulations booklet is also available upon request at any Fifth Third Bank location. I have included a copy of the Rules and Regulations booklet for your review.We are continually working to ensure the funds from your deposits are available in a timely manner, while meeting all Federal regulations. The Federal Government establishes guidelines regarding the handling of deposits, which are in place to protect you as the consumer, and the Bank from loss or possible fraud.  Up to $100.00 of the total of your check deposits for the day, made prior to cutoff times, will be immediately available to you on the day we receive the deposit.  The remaining funds will be available on the first business day after the day we receive the deposit.  Please refer to pages eighteen (18) and nineteen (19) of the Rules and Regulations booklet that is enclosed for additional information regarding deposits  For your convenience, I have also enclosed a reference guide titled Fifth Third Overdraft Solutions.  This guide provides additional information related to the overdraft fees that we assessed to your personal account.  We also offer ways to track your balance and manage accounts to help avoid overdraft fees on your accounts in the future. We empathize with the difficulties you have experienced with your checking accounts.  Therefore, in the interest of customer service, we have reversed overdraft fees totaling $37.00 on each of your checking accounts.  We are not willing to reverse any additional overdraft fees.I can assure you that it was not our intention to cause you any frustration or an undue hardship.  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.comEnclosure:  (2)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.No where can I find that the minimum amount to be transferred for overdraft is $50 here is what I found. So this means that the day I was overdrawn $2.19 the account should not have been transferred $50 and charged a fee. 
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.  First I'd like to point out that they are being less than truthful about the date I changed my address with them.  When I called them March 1 they confirmed my current address as the address that was on file, additionally they have sent mailings to me at my current address.  They originally mailed my title to the address on the title, not the address on my account.  Again...this was their mistake and they refuse to take responsibility for it.  As of today I have yet to receive my title and it doesn't appear as if they mailed it via a manner that there is tracking or any proof that it was sent which is what I requested.
Regards,
[redacted]

Revdex.com:At this point we have already jumped through all of the additional hurdles created by 5th3rd. The professionalism of their manager(s) was lacking and combative. At this point we have resolved this issue on our own and would simply like to note the experience as bad. 
Regards,
[redacted]

Please find attached our response to the complaint filed by [redacted].We received a copy of the complaint you filed with the Revdex.comregarding the maintenance charges assessed to your savings account. Weappreciate the time you have taken to document your thoughts and...

concernsregarding this matter.Your comments expressing less than quality service are very concerning. On behalf ofthe Bank, please accept my sincere apologies for any inconvenience this mattermay have caused you. We strive to provide professional and accurate service toour customers, and we regret if that has not been your experience.On November 27, 2006, your Fifth Third Savings account was opened with the Bank.For this type of account, the monthly service charge of $5.00 is waived if anyof the following occur:·        Maintain an average balance of $500.00 ormore·        The account holder is a minor owner·        Enrolled in Military Banking·        Account used as collateral for Secured creditcardIt should be noted that the Fifth Third Savings account is no longer offered bythe Bank. However, we maintain and continue to service this account type forour existing customers.In 2013, we simplified the number and type of checkingaccounts we offered. As a result, your existing [redacted] Checking account waschanged to an Essential Checking Account on February 26, 2013. Please be awarethat our savings accounts were not a part of this conversion. Features of yourEssential Checking Account include:·        Unlimited check writing·        Paper or online statement options·        Savings account(s) with monthly servicecharges waived·        Interest bonus on Fifth Third RelationshipSavings account(s)·        Fifth Third Companion Checking account(s)with monthly service charges waivedAlthough you do have an Essential CheckingAccount, we determined that service charges were assessed based on therequirements described previously for your Fifth Third Savings account. FromAugust 2014 to January 2015, service charges totaling $30.00 were assessed toyour savings account due to not maintaining an average balance of at least$500.00.On February 6, 2015, two (2) service charges totaling $10.00 were reversed andcredited back to your savings account. In addition, the account was changed toa Relationship Savings account on that date. We also confirmed that goingforward the monthly service charge of $5.00 for your Relationship Savings accountwill be waived when one of the following is met:.    You have a Fifth Third checking account (allowners of your savings account mustalso be listed as owners of your Fifth Third checking account).    You maintain anaverage monthly balance of $500 or more.    You are a minor,or someone under age 18 is an owner of the account.    You are enrolled in Military BankingWe sympathize with the difficulties you have encountered regarding your savingsaccount. As a result, the remaining service charges in the amount of $20.00 wereversed and credited back to your account on February 10, 2015. Additionalinformation regarding the benefits and monthly service charges associated withour Essential Checking and Relationship Savings accounts are enclosed for yourreference.Ms. [redacted], please be assured that it was not ourintention to cause you any hardship or frustration. You are a valued customerand we appreciate the opportunity to respond to your concerns. If I could be offurther assistance, please contact me directly at [redacted], or toll freeat [redacted].Sincerely,

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 case ID [redacted]. In response to your last letter I must
say that my wish is to conclude with this case rather than maintain an
indefinite exchange of argumentation.
These are
my points accompanied by some questions. My financial situation does not
allow me to continue making any more payments. I bought this property in
good faith to the point that I  made payments for seven years.
Honestly,
I wouldn't want to repeat the same arguments over and over, but it is
necessary. My opinion is that the appraisal was not correct since the just
market value was not considered. The assessed areas have not the same potential
for prosperity and development and this has been proved for the prices have
gone down drastically rather than gaining value. Moreover, my property has no
public utilities, in harsh contrast with the others that do have.
I
acknowledge that, according to your letter, now is too late to do
something about it, but I did it when I had to.
In
2009  2010 and 2011. I tried to
negotiate with the bank, explained to them that the value of the property had
decreased considerably and attached proof. I wanted the bank to be realistic
and told them that the "real estate bubble" had affected both of us,
but the bank's solution was to extend the debt for some more years.
I would
think that the benefits bestowed by the  government to the
victims of the financial crash were intended to help solve the hardships of the
people, but in my case the bank did nothing.
I must
note that after the Real Estate Bubble arose I continued making my payments on
time for several years until my financial situation and the numbers of my
dependents in my household changed.
I don't
understand why whereas a car, or a house are repossessed by the bank when the
client is default, in my case my debt is allowed to keep on growing for years.
A
financial institution is not to have an unrecoverable debt for ever, and at the
same time the debtor be kept in a black list forever, while the bank
continue charging the client indefinitely in order to make the debt grow bigger
and bigger. All this because of the bank's neglect to use the procedures
established by the government to finish off this case and close it up once
and for all.
My
proposal is that I will pay the taxes I owe up to the date, but I am not
in the position to continue paying any new taxes being  generated
 by this debt. Neither can I promise that I am going to pay any pending
balance. I simply can't afford to.
Sincerely,
 
[redacted]
[redacted].
PS
I am
ataching parts of the comunictions that We had in the years 2009  2010 , 2011 and 2012  please read them.

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.  While I understand 5/3 point of view, a customer is in a banking center to ask questions. When a representative of that company tells the customer not to make the payment as it will be included later, the customer believes that employee to be correct. Which is what happened here. I even described the employee we dealt with. Also, to 5/3 comment about how they stopped calling on a certain date. I signed papers and closed well before the harassing calls and letters stopped. They sent me a certified letter more than 2 weeks after I closed on the house and the new owners had already moved in. Their out of state collectors continued to call athe all hours of the day long after I sold the residence as well.I simply followed the directions of the employee at the location. For 14 years I owned that property. The only issue ever, was when I made my payment to a month early and they could not process the payment that early but did not bother to tell me and reassigned my payment into another account. That took them several months to get that straightened out. This being the last payment ever, I simply want them to reverse the late payment so I can purchase a home that I have worked so hard to provide for my family. This is the single reason I cannot purchase a new home overy 600 miles away. 
Regards,
[redacted]

[redacted] Date: January 8, 2016 Account: [redacted] Regarding Your Fifth Third Bank Installment Loan Dear [redacted]: We received a copy of the...

complaint you filed with the Revdex.com, concerning the difficulties you experienced in paying off your vehicle installment loan. We appreciate the time you have taken to express your concerns regarding this matter. Your comments expressing less than quality customer service are very concerning. At Fifth Third Bank, we are continuously evaluating the service we are able to provide to our customers. We sincerely value your feedback as it assists us in delivering first class customer service, which is a priority to us. Feedback like yours helps us identify problems and improve the level of service we provide to our customers. Please be assured that the relevant parties have been contacted to express your dissatisfaction with the service you received. We have reviewed the recorded calls with our customer service department. Our review was unable to find an instance where the agent was disrespectful toward you. The agent correctly informed you that your GAP insurance may not cover all fees and interest accrued on the loan due to past due payments. Although the Bank does not send delinquent notices via email, the Bank did send a written notice on September 4, 2015, to notify you of your past due installment loan payment. On February 11, 2015, you agreed to a seventy-two (72) month vehicle installment loan in the amount of $15,807.51 for your 2013 Volkswagen Jetta with a monthly payment of $264.60 due on the twenty-eight (28th) of each month. We also confirmed that you agreed to purchase a GAP insurance policy for your installment loan. For your records, we have enclosed a copy of your signed security agreement and payment history for your installment loan. On September 4, 2015, we received a check from Nationwide Insurance, your insurance company, for $13,066.14. We have enclosed a copy of the check for your records. On the date the payment this payment was received, the principal balance owed on your vehicle loan was $14,929.80. Therefore, the payment from the insurance company was not sufficient to pay off your loan in full. A balance of $1,863.66 remained owed on the loan after the payment from your insurance company was received. Since your loan balance was not paid in full, the loan remained open with a balance owed. The total loss of your vehicle did not exempt you from making the required monthly payments since we did not receive sufficient funds from your insurance company to pay off the loan. On October 23, 2015, the Bank received and posted a payment of $1,754.16, which left a balance of 122.27. The amount owed includes an interest balance of $109.50 and late charges of $12.77. On November 20, 2015, the Bank received and processed a payment for $122.11 toward your installment loan. This left a remaining balance of $0.16 on your installment loan. On December 28, 2015, the Bank adjusted the interest balance on your installment loan and closed your installment loan with a zero balance. According to the GAP policy agreement (page 2 section A), your policy covered the difference between the finance balance on your loan contract and the vehicle’s actual cash value should it be deemed a total loss. However, this GAP policy does not include coverage for unearned finance charges, any past due payments, or penalty fees, including late charges, if remained unpaid on the loan. It is important that you cover the difference that your GAP insurance company is not willing to pay. Although we sympathize with the difficulties you encountered after your accident, we believe our Total Loss Department has processed the payments received from your insurance company appropriately. The Bank received a request from the insurance department to adjust the payment date and your negative credit reporting. In the interest of customer service, the Bank agreed to update the posting of your total loss check, and removed the negative credit reporting. On January 7, 2016, the Bank submitted a request to the credit reporting agencies to remove the late payment marks and to report your installment loan closed as of December 28, 2015. Our operation department has sent you confirmation of this adjustment under separate cover. If you apply for a loan in the next 30 days, please use this letter as proof that Fifth Third is correcting the situation. If you would like to contact the credit reporting agencies directly, their contact information can be found below: ? [redacted] ###-###-#### ? [redacted] ###-###-#### ? [redacted] ###-###-#### ? [redacted]##-###-#### It was certainly not our intention to cause you any frustration and we appreciate your patience while we researched this matter. You are a valued customer and we hope you will allow us to serve your financial needs in the future. If I could be of further assistance to you please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Patrick S. Office of the President PC: Revdex.com Enclosures: Security Agreement Payment History Past Due Notice GAP agreement

[redacted] Date: [redacted] 11, 2016 Account: [redacted] Regarding Your Mortgage Loan Dear [redacted]: We received a copy of the additional complaints you filed with the Revdex.com, the [redacted] State Department of Financial Services and the letter sent to the Bank concerning your mortgage loan. We appreciate the opportunity to respond to this matter. On behalf of the Bank, we would like to offer our sincere apologies for any inconvenience or frustration this matter may have caused you. In reviewing the concerns that you listed, we have already provided detailed explanations for each of these matters in the responses provided to you on February 11, 2016, and March 15, 2016. I have enclosed copies of the prior correspondence for your convenience. Please note, we will not provide the recorded calls as you have requested. These calls are intended for the Bank’s use. For further clarification regarding your concerns that the escrow account was not reviewed in July 2015 and a payment was made to [redacted] in August 2015, our records indicate that we spoke to the [redacted] agent on July 20, 2015. At this time, we were given the information for the policy amount due and due date. As we previously explained, our records do not indicate any request to review the escrow in July 2015. We are unable to accept a future-dated request to remove the escrow. In the future, if you wish to submit a request to remove the escrow from the account, please submit a written request to the following address: Fifth Third Bank Attention: Escrow Department 5050 Kingsley Drive MD 1MOC2M Cincinnati OH 45263 Upon receipt of the request, your account will be reviewed to determine if it is eligible and you will be notified in writing. For your convenience, it should also be mentioned that there are several options available to make your payment in the future, including the following: * A payment can be made by phone when calling our toll-free number ###-###-####. You will choose the # key, then enter the loan number and the last four (4) digits of either borrower’s social security number. Option four (4) will allow you to make a payment. Fees for this service vary by state. * Online Banking via 53.com will allow you to make a payment from an external account, and there is no fee for using this service. To setup access please follow these steps:  1. Navigate to 53.com, click Log In and click Register next to First Time User. 2. Because you do not have a Fifth Third Checking, Savings, Debit Card, Access 360, Credit Card, or Home Equity Line of Credit select No to continue the enrollment process, and select I Have A Fifth Third Auto Loan, Installment Loan, and/or Mortgage Loan. 3. Enter the account number and social security number. 4. Select Yes I Have My Loan Documents With Me and click Continue. Use your loan documents to answer the verification questions presented. Click Continue. 5. Next you will be prompted to create a Unique User ID and Password following the required guidelines. Click Next. 6. You are now enrolled for Online Banking. Use your new User ID and Password to log in to your account. * Auto BillPayer is a free service that automatically deducts payments from a checking account each month on the due date or any date within the grace period. To sign up for Auto BillPayer, please contact them directly at ###-###-####, Monday through Friday, 8 a.m. to 5 p.m., ET. After reviewing your letter and supporting documentation, 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 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, April Q.Office of the President Pc: Revdex.com, [redacted] State Department of Financial Services Enclosures: Previous Response Letters

[redacted] Date: June 25, 2015 Account:       [redacted] Regarding Your Vehicle Installment Loan Dear [redacted]: We received a copy of your complaint filed with the Revdex.com regarding your...

vehicle installment 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 frustration you experienced regarding this matter. Because you previously filed bankruptcy, we are providing this information to you in response to the complaint we received. This letter is not an attempt to collect a debt. Your vehicle installment loan was included in your Chapter 7 Bankruptcy that was discharged, and you did not reaffirm the loan. Enclosed is a copy of your bankruptcy petition that lists Fifth Third Bank. Fifth Third Bank will sometimes allow customers to maintain possession of the vehicle used as collateral for the loan, even if the loan was discharged in bankruptcy, as long as the customer continues to make the monthly payments as agreed upon in the installment contract. However, bankruptcy law prevents the Bank from contacting you to collect money for the debt. We are also not permitted to tell you any payment amounts that you may owe other than the amount necessary to pay the loan in full. Our records indicate that you spoke to our Collection Department on February 3, 2015, and were advised that because of your bankruptcy, you were not obligated to continue paying the loan. However, we explained that you could continue to voluntarily make the regular monthly payments if you wanted but, if the payments were ever discontinued, we would have to look at other options such as repossession. If a vehicle loan is discharged in bankruptcy and the customer wants to maintain possession of the vehicle, we must continue to receive the monthly payment. While we cannot tell a customer with a discharged loan how much they need pay each month or how much they may be past due, payments we receive that are less than the monthly payment amount do not fulfill the monthly payment amount owed even if the payments being made are voluntary. We have no record that you were advised you could make payment in any amount you wanted and maintain possession of the vehicle. Your vehicle was repossessed per Bank guidelines on May 15, 2015. Due to the bankruptcy, we are unable to provide you with details regarding any possible past due balance that was or is owed on the account. Bank representatives are able to provide you with the full payoff amount only. For this reason, our Collection Department was not able to tell you any specifics regarding the repossession. I apologize for the distress and inconvenience this has caused you. Additionally, because of the bankruptcy, you are able to redeem the vehicle only if you submit a payment for the full balance owed on the account. If you would like additional details surrounding the vehicle’s repossession, your attorney can contact the Bank on your behalf. I can be reached using the phone number listed below, or via mail using the following address: Fifth Third Bank[redacted]Alternatively, I can be reached via fax at ###-###-####.As of June 18, 2015, the payoff amount you would need to pay in order to redeem the vehicle is $4,726.85. After June 18, 2015, please add $0.62 of interest per day through the date of receipt of the payoff funds by Fifth Third Bank. The vehicle is scheduled to be sold on July 8, 2015. We must receive the full payoff amount by July 7, 2015, to stop the sale. If the vehicle is sold and the proceeds from the sale exceed the outstanding loan balance, we will mail the extra funds to you via check.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,[redacted] Office of the PresidentPc: Revdex.comEnclosure: Payoff, Bankruptcy Petition

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find the refund appropriate as a minimum.   However, Fifth Third Bank was negligent throughout the process of investigation which raises concerns about the lack of compliance with policies and procedures relating the security of customers when there is a fraud on an account.From the initiation of the compliant for the check totaling $4950, Fifth Third Bank should have recommended a series of actions to keep my funds safe.  No one asked me in the first filing of dispute to shut my account or discontinue my online access. It was when 3 transactions overall were detected when representatives from Fifth Third Bank recommended additional security actions. This lack of initiative from the Bank concerns me and I am sure is a concern for the community. There were a series of Fifth Third Bank representatives including Tammy (from Riverview, FL Branch) and Aaron (from Seffner, FL branch)  who stated "the bank should have shut down this account from the beginning." I highly recommend Fifth Third Bank to revisit, reengineer, and/or retrain staff members on how to follow proper security procedures when there is fraud on an account. A bank should never leave a customer in "limbo" while an ongoing investigation for ANY TYPE OF FRAUD is going on without provisional credit and/or additional security actions to protect customers. This was a highly stressful moment for me and my family. A customer should never have to panic because of lack of protection or initiative from their bank; this is unacceptable. I should not have had to file any dispute with the Revdex.com to receive a response a timely response (less then 30-45 days).There should be proper controls implemented on the organization to ensure scenarios like this don't happen or at the very least get addressed. Thank you for refunding me what belongs to me.     
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 as long as they follow through with the credit reporting bureaus. 
Regards,
[redacted]

[redacted] Date: July 6, 2017 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received a copy of the complaint you submitted to the Revdex.com (Revdex.com) regarding your...

Fifth Third Bank checking account. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for any inconvenience matter may have caused you. A checking account becomes dormant after a period of inactivity of twelve (12) months. Inactivity means there has been no deposit into or withdrawal from the account. Should a checking account become dormant due to inactivity, a fee of $5.00 is assessed to the account until activity has resumed on the account. Additionally, monthly periodic statements will not be sent until a transaction posts to the account and removes the dormancy. While the account remains dormant, statements will be generated annually in December. This information is disclosed in the Rules and Regulations provided to all customers when opening their accounts. I have enclosed a copy of our current Rules and Regulations for your convenience. Please refer to page six (6) regarding dormant accounts. On August 17, 2015, you opened a checking account ending in [redacted] with a $50.00 deposit. After twelve (12) months of inactivity, your account was considered dormant. You were made aware of the dormant status on your August 2016 statement. The statement contained the following message: OUR RECORDS INDICATE THAT YOUR ACCOUNT HAS HAD NO ACTIVITY FOR SOME TIME AND FOR YOUR PROTECTION IT IS NOW CONSIDERED DORMANT. A FEE OF FIVE DOLLARS MAY BE ASSESSED MONTHLY UNTIL ACTIVITY IS RESUMED ON THIS ACCOUNT. BY MAKING A DEPOSIT TO OR WITHDRAWAL FROM THIS ACCOUNT THE DORMANT STATUS WILL BE REMOVED AND FEES WILL NO LONGER BE INCURRED. FOR ADDITIONAL INFORMATION, PLEASE VISIT A LOCAL BANKING CENTER OR CONTACT OUR CUSTOMER SERVICE PROFESSIONALS AT ###-###-#### MONDAY THROUGH FRIDAY, 7 A.M. TO 8 P.M.; SATURDAY, 8:30 A.M. TO 5 P.M. ET. I have enclosed copies of the statements we sent to you at the mailing address on file, including the August 2016 statement, for your review. Please note that the mailing address on the statements is the same address you listed on your complaint. While your account remained dormant, a $5.00 dormant account fee was assessed to your account each month. When the last dormant account fee of $5.00 brought your account to a zero (0) balance, we closed your account on June 1, 2017. It was certainly not our intention to cause you any hardship. However, the dormant account fees were properly disclosed to you and were not assessed in error. Therefore, we are unable to return your initial deposit of $50.00 or any other portion of the balance. I am sorry for any frustration this may cause you. Thank you for your patience while we conducted our research. 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: Rules and Regulations, Statements

[redacted] Date:      July 1, 2015 Account: [redacted] Regarding Your Business Debit [redacted] and Business Checking Account Dear [redacted]: We received a copy of your rebuttal recently filed with the Revdex.com. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. Please accept my sincere apology that our prior three responses did not answer all of your questions. Regulation E (Electronic Funds Transfer Act) covers disputes regarding unauthorized transactions on personal consumer accounts that involve the use of a personal consumer card. As I stated in my prior response, those rights do not apply to business accounts and cards. All of your accounts with Fifth Third Bank are Business Checking Accounts and Business Debit Cards and are not covered by Regulation E. On the consumer side, merchant disputes that are not covered by Regulation E would include things like merchandise ordered but not received, cancelled recurring subscriptions, defective merchandise, wrong merchandise received, and service not rendered. Although not covered by Regulation E, Fifth Third Bank makes every effort to assist our cardholders in resolving these merchant disputes by working directly with the merchants. Our policy to assist our cardholders with these types of disputes is a completion time of up to 120 days. Regulation E covers procedures for resolving errors on electronic funds transfers. Although not a fraud dispute, if a customer was charged the wrong amount by a merchant or charged twice for the same transaction, this is a Regulation E error. However, as I stated above, business accounts are not covered under this Regulation, only consumer accounts. On behalf of the Bank, please accept my sincere apologies if I failed to explain the Regulation or our policy regarding merchandise based disputes in my prior three responses. As I stated in my prior response, the dispute you are referring to in your complaint is a purchase you made with a company called [redacted] on April 15, 2015. You filed a dispute for this purchase on May 14, 2015, and the case number is [redacted]. This type of dispute is a merchandise dispute and can take up to 120 days for our dispute department to conduct their investigation and make a final decision. Should their research support your dispute, final credit will be issued to your account. However, if their research does not support your dispute, they will notify you by mail. If you have any questions or additional concerns while our Dispute Department conducts their investigation, you may contact [redacted], Disputes Servicing Specialist, at ###-###-####. 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,   [redacted] Office of the President Pc: Revdex.com Enclosure: Prior Response