Fifth Third Bank

[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

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 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]

[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

[redacted]Date:                  July 14, 2015Account: [redacted], [redacted]Regarding Your Checking AccountsDear [redacted]:We received a copy of the rebuttal filed with the Revdex.com regarding the disputed purchases that posted to your checking account. We appreciate the additional time you have taken to document your thoughts and concerns regarding this matterOn behalf of the Bank, we would like to offer our sincere apologies for any inconvenience or frustration this situation may have caused you. However, our research determined that all the merchants involved provided us with your correct name, address and phone number. The merchants also sent our Disputes Department documentation stating that the goods and services were provided to you and your correct information was also provided. Therefore, we stand by our previous response letter provided to the Revdex.com on July 7, 2015. Our position on this matter has not changed. We are unable to re-open your disputes at this time. If you would like to pursue this matter further, please contact the merchants involved directly.Thank you for your patience while we researched this matter for 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, Lisa S. Office of the PresidentPC: Revdex.com

[redacted] Date: February 22, 2016 Account: [redacted] Regarding Your Mortgage Loan Account Dear [redacted]: We received a copy of your complaint filed with the Revdex.com regarding your mortgage...

loan account. We appreciate the time you have taken to express your thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for any frustration you experienced regarding this matter. Please be assured that the issues you presented have been escalated to the relevant Bank personnel. You can expect to receive communication from our Insurance Center to schedule an inspection to determine the progress of the work being completed on your property, as well as to obtain information about [redacted] and the new contractor you have hired. I am very sorry for the difficulties you experienced. It is our goal to help you return to your home. In order to accomplish that goal, we will need you to communicate with our Insurance Center regarding the status of the repairs. At this time we would like to confirm that you contacted the Bank on January 15, 2015, and wanted to know if the contractor had cashed the checks that had been issued. While our systems show research was initiated they not show that anyone contacted you back to provide this information. I am sorry for the frustration and distress that this caused you. We strive to provide professional service, and I regret this was not your experience when you did not receive a return phone call. Enclosed for your review is a copy of your signed proposal/contract with the contractor [redacted] regarding your agreement with them to rebuild your home. The last section on page two (2) provides the payment terms, which shows that the first (1st) payment to the contractor is $120,000.00. Per this signed agreement between you and the contractor, we distributed funds totaling $120,468.30 in the months of June 2014 and July 2014. We confirmed that the following four (4) checks were cashed by the contractor: * $30,432.00 * $14,099.70 * $37,734.15 * $37,734.15 I understand that you are experiencing a hardship attempting to make the monthly mortgage payment as well as pay rent while you are unable to live in the home. You first (1st) notified us of this hardship on November 6, 2015. You explained that because you had to also pay for another place to live while your home was being rebuilt, you were struggling with the mortgage payments. We explained that you could apply for a loan modification or a mortgage refinance, and we sent you the application for assistance required to complete a modification. Our records do not reflect that you were told we could not assist you because the loan was not in default. I have enclosed another application for assistance with this correspondence. If you would like to be considered for assistance, please complete the form and send the requested documentation so that we can review your application. We have not yet received an application from you for assistance. 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 Enclosures: Contractor Agreement, Homeowner’s Assistance Application

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]
I am hoping that I can get some assistance in regards to a Revdex.com complaint that I made about Fifth Third Bank.  I am unsure when I made this complaint and unfortunately for me, I did not write down a confirmation number.  This occurred within the last year or two.  In the response from Fifth Third Bank, they were resolving my issue, however, I received a phone call today stating a collection agency is suing me over this matter.  I am looking to see if you can look up my Revdex.com by my name?[redacted]- maiden)Last 4 of my social- [redacted]

Please find attached the response being sent to the customer today.February 17, 2015 [redacted] Re: Installment Loan [redacted] Dear [redacted]: We received a copy of the complaint you filed through the Revdex.com,...

regarding the final payoff amount for your installment loan. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused you. Please be assured we have researched this matter thoroughly, and passed on your concerns to the relevant parties within the Bank. I also want you to know that customer concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction. The final payment for an installment loan is not provided in a coupon book. This is because the final payoff of the loan is unpredictable and unknown until the second to last payment is received. The Bank automatically sends out a final bill during the month prior to the maturity date. Once we have received the final payment for an installment loan, the lien for the vehicle will be released within ten (10) business days. On December 10, 2014, we received and posted your forty- seventh ([redacted]) installment payment of $[redacted]. A payoff letter was generated and mailed to the address listed above on December 26, 2014. I have enclosed a copy of that letter for your review. I am sorry if you did not receive it when we initially sent it to you. Your final payment was due on January 21, 2015. On January 20, 2015, we received and posted your final payment of $[redacted] for your vehicle installment loan ending in[redacted], paying your installment loan in full. I have enclosed your installment loan payment history for your records. The title for your [redacted] was an electronic[redacted] title. On January 28, 2015, the lien was released on your vehicle. You can visit your local [redacted]’s office to obtain a lien-free paper title. 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 waiting for a response. You are a valued customer, and we hope you will consider using Fifth Third Bank for your financial needs in the future. If I could be of further assistance to you, please call me at [redacted], or toll free at [redacted]. Sincerely, [redacted] Senior Consumer Resolution Specialist Office of the President

Revdex.com:Although it wasn't sent via the method requested I have received my title.
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]

October 31, 2014
[redacted]
[redacted]
[redacted]
[redacted]
Re: Mortgage Loan
[redacted]
Dear Mr. [redacted],
We received a copy of the second (2nd)
complaint you submitted to the Revdex.com regarding your mortgage
loan. We appreciate the time you have taken to document your additional
thoughts and concerns regarding this matter.
Again, on behalf of the
Bank, please accept my sincere apologies for the difficulties you have
encountered with your mortgage loan ending in [redacted]. However, we stand by the responses conveyed to you in our
previous letters sent to the above address on August 15, 2014, September 22,
2014, and October 17, 2014. Our position on these matters has not changed.
We make every effort to
ensure that your mortgage loan payments are properly processed in as timely a
manner as possible. However, if a misapplied payment goes undetected, we are
more than willing to research the payment in question. As we previously explained,
once you notified us in July 2014 about the discrepancy with your payments, we
completed a manual loan adjustment on July 23, 2014 to reverse all of your
monthly payments since March 31, 2014. We also placed a notation on your
mortgage loan in an attempt to ensure that we apply any monthly payments we
receive, prior to or on your due date, towards the upcoming monthly obligations
owed going forward. This will prevent us from applying funds, in addition to
your monthly payment, towards the principal balance in the future unless you
later instruct us otherwise.
As we also explained previously, when you
contacted the Bank regarding the delinquency on your credit report, we
immediately escalated your concerns to management to ensure that your credit
report was being accurately reported by all[redacted]) credit-reporting agencies.
On October 16, 2014, we confirmed that all credit-reporting agencies are
correctly reporting as of October 2014, and there is no delinquency showing on
your credit report.
While we regret your experiences, we still
believe we have adequately resolved your issues in accordance with the Bank’s
policies and procedures. Therefore, we are unable to provide you with any
additional compensation at this time. I am sorry for any frustration this may
cause you.
Mr. [redacted], I am sorry for
any inconvenience these matters may have caused you. After multiple
communications with you via mail, we consider this issue closed, and we will no
longer be sending written correspondence to you regarding these matters. If I could
be of further assistance to you, please contact me directly at [redacted]
[redacted]
Sincerely,
[redacted]
Senior Consumer
Resolution Specialist Office of the President
Pc: RevDex.com

[redacted] Date: February 9, 2016 Account: [redacted] Regarding Your Fifth Third Bank Business Standard Checking Account Dear [redacted]: We received your rebuttal to our initial response to your complaint filed with the Revdex.com, concerning the recent cash bonus promotion. We appreciate the time you have taken to express your concerns regarding this matter. Your original complaint was filed on February 1, 2016, dated February 1, 2016. We received your rebuttal to our response on February 9, 2016. However, we stand by the response conveyed to you in the previous letter sent on February 8, 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, the $400.00 promotional cash bonus offer had the following requirements: 1. Open a new Fifth Third Bank business checking account before November 20, 2015 2. Make five (5) or more debit card transactions in the first sixty (60) days. 3. Maintain an average balance of $5,000.00 for the first sixty (60) days. On November 9, 2015, you visited the [redacted] Banking Center and opened a Business Standard Checking account. You did complete more than five (5) debit card transactions. However, your average balance was not above $5,000.00 for the first sixty days. The account opened with a zero balance for the first ten (10) days. Your initial and only deposit was on November 20, 2015. Therefore, this account did not qualify for the $400.00 promotional cash bonus.  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 513-358- 2985, or toll free at ###-###-####, Monday through Friday, 8:00 a.m. to 6:00 p.m., ET. Sincerely, Patrick S. Office of the President PC: Revdex.com Enclosure (1): Previous Response Letter

[redacted], Our position on this matter has not changed. We have been requesting a copy of the Declaration Page showing proof of comprehensive coverage for months now. We have contacted [redacted] directly several times and have been provided the same information each time.I would be happy to speak to his insurance agent directly. My direct phone number has been provided in each of my written responses.We still consider this issue closed and will no longer respond to [redacted] unless new information is received from him or his insurance company. Thank you, [redacted]| Fifth Third Bank Customer Care Specialist II| Office of the President5050 Kingsley Dr, MD 1MOCOP, Cincinnati, OH 45263P: ###-###-#### F: ###-###-#### email: [redacted]

[redacted] Date: October 4, 2016 Accounts: [redacted] Regarding Your Checking Accounts Dear [redacted]: We received a copy of the complaint you submitted to the Revdex.com regarding...

your checking accounts. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused you. Please be assured we researched this matter thoroughly and passed on your concerns to the relevant parties within the Bank. I also want you to know that customer feedback is reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction. Our records show that you contacted the Bank on February 1, 2016, to stop an automatic withdrawal from coming out of your E-Access checking account ending in [redacted] because you did not have sufficient funds for the automatic withdrawal. The agent explained that that you could place a stop payment on the item, but that would not be a guarantee that the item would not post to your account. Per Fifth Third’s Rules and Regulations, a stop payment can only be honored if the exact information is given at the time of the request and the Bank has been given sufficient time to reasonably honor the request. You then informed the agent that if the item could not be stopped, then you would close your account. Because your account did not have a zero ($0.00) balance on that day and there were pending items, your account could not be closed at that time. On February 4, 2016, you contacted the Bank to close your account. At that time, your account had a zero ($0.00) balance and there were no pending items. An attempt to close your account was made on that day; however, during overnight processing for that business day an ACH (Automated Clearing House) item of $260.27 was presented for payment by the payee and posted to your account, so your account closure request failed. The following day, February 5, 2016, your account was completely closed with a zero ($0.00) balance. Please note that ACH items do not show as pending items on your account since they are not time-stamped transactions, so the agent with whom you spoke would not have been able to see that an item would post to your account when items were processed at the end of the business day. Please also note that when closing an account it is important to make sure that you have cancelled all direct deposits and automatic payments you previously authorized. Before you make a request to close an account, all of the merchants debiting your account needed to be notified to revoke their authorization to debit your account. Because the item coming out of your account was pre-authorized by you, we were required to allow it to post to the account. On February 5, 2016, you opened a new Essential Checking account ending in [redacted] at the [redacted] Main Banking Center. As of November 9, 2015, the Bank no longer offered the E-Access Checking account product, which is why you were unable to open a new account with your prior account type. As you are aware, unlike the E-Access Checking account product, the Essential Checking account product has a monthly service charge. Because you have monthly direct deposits of $500.00 or more, the monthly service charge assessed to your account is $8.00. I have enclosed a copy of the Essential Checking product sheet, which provides additional information regarding the monthly service charge and ways to earn out of it. It was certainly not our intention to cause you any hardship. In the interest of customer service, we waived monthly service charges totaling $15.00. However, we are unable to change your account back to an E-Access Checking account because this product is no longer offered. I am sorry for any frustration this may cause you. Thank you for your patience while we researched this matter for you. You are a valued customer, and we certainly hope to continue our banking relationship with you. If I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Elizabeth D. Office of the President Pc: Revdex.com Enclosure: Essential Checking Product Sheet

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and would like to respond to the response from Shawna at Firth Third Bank. The note that was included with the 3 checks was of loose leaf size paper and all 3 checks were wrapped inside of the note so to say no one bothered to take the note out of the envelope is really covering up for a more serious problem within that department. They had to take the paper note out of the envelope and unwrap it in order to see all 3 checks. Also, my bank corrected the problem after I called them and made them aware. The duplicate payment clearly showed on my checking account statement and that is how I was made aware of the error. Fortunately, I did not send out checks to pay bills during this time or there would have been bounced checks. Again, Fifth Third needs to own it and not make excuses. 
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. 
Regards,
[redacted] is representing Fifth Third who says I owe them money. My checks were made out to the electric company and the water company neither of which were paid. So I do not owe Firth Third or [redacted] any money.
I put my checks in the mail at the post office on 11/22 as of December 28, neither check had reach it's destination. Fifth Third and [redacted] need to go after the person that own the account they gave the money to.
Fifth Third and [redacted] are bouncing me around. Per the message, which I kept, Ms. H. is saying that [redacted] is the one trying to collect. Per the mail, which I kept, [redacted] is saying they are collecting on behalf of Fifth Third. What did they do with the money? they need to stop stealing and trying to get someone to pay it back. I owe them nothing. They did not give me any money.
I want my name cleared, my credit cleared with all three credit bureaus, and any infractions with any companies that they have created and I want it in writing.
Thanks

FIFTH THIRD
SECURITIES
[redacted]
Regional Compliance Officer, AVP Fifth Third
Securities, Inc.
[redacted]
[redacted]
Direct Dial: [redacted]
September 22, 2014
[redacted]
 [redacted]
[redacted]...

[redacted]
RE:      Fifth Third Securities, Inc., Brokerage
Account #xxx-xx[redacted]
Dear Mr. [redacted]:
We are writing in response to the complaint
you filed with the Revdex.com (Revdex.com) on September 15, 2014,
regarding the above-referenced account. It is our understanding you allege
former Investment Executive, [redacted], did not properly explain the Bank
of the West Certificate of Deposit (CD) you purchased October 24, 2011. As a
result, you are requesting Fifth Third Securities, Inc to reimburse you
$800.00. We thank you for bringing this matter to our attention, and appreciate
the opportunity to respond.
We have reviewed the matter for a second time, and confirmed that
we reimbursed the above-referenced account $[redacted] as a gesture of customer
service on July 2, 2014. This credit represented the difference between the
purchase and sale of the CD ($[redacted]), fees assessed to your account ($[redacted]),
and interest on your $[redacted] investment ($[redacted]). The reimbursement amount
for the interest was determined by averaging the given interest rate on 23
various brokerage CDs with similar maturity dates as your [redacted] CD. This
calculation was higher than using the interest rate on any Fifth Third Bank
checking or savings account.
Please understand that we do not admit any wrongdoing in
connection with the reimbursement, and we did this in order to fully and
finally resolve the matter. We consider this matter closed at this time.
Fifth Third Securities, Inc. appreciates your business and
apologizes for any inconvenience this matter has caused you. Should you have
any further questions, please contact me at [redacted].
[redacted]
Regional Compliance Officer, AVP

Please find below the text of the letter and enclosure being mailed to the customer. The 2nd enclosure providing detailed account activity is not being provided here for security reasons, but is being mailed. Thank you.[redacted] Date:...

May 17, 2017 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received the complaint you filed with the Revdex.com regarding your checking account. We are sorry to hear about the difficulties that you have experienced and 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. To prevent an overdraft situation, you can review your account at an ATM (Automated Teller Machine), on our website at 53.com, through mobile banking, or by calling our Customer Service Department at ###-###-####. Our toll-free Telephone Banking system is available twenty-four (24) hours and Customer Service Representatives can be contacted at the same telephone number and are available Monday through Friday, 7 a.m. to 8 p.m., and Saturday, 8:30 a.m. to 5 p.m. ET. We are very sorry for the difficulty you have recently experienced with your checking account. Unfortunately, the Bank does not have a way to place a hold on your checking account to prevent additional transactions from posting. As of today, your checking account remains overdrawn for ($1,024.86). Please note that we are unable to close an account while the available balance remains in a negative state. If you do not return your account to a positive state, it may be charged off and reported to ChexSystems for collection proceedings. I am enclosing a copy of the response to your April Revdex.com complaint. It provides a detailed explanation of Overdraft Coverage and the status of your account at that time. I have also enclosed a printout of the posted account activity since your last statement so that you can reconcile your account activity. This is the same information you view online when you log into Online Banking at 53.com, or our Mobile Banking app. Our research did not find that you have disputed any account activity. If this negative balance is a result of transactions you did not authorize, you can dispute those transactions by contacting our Dispute Resolution Department. You may contact our Dispute Resolution Department directly at ###-###-#### Monday through Friday 7:00 a.m. to 8:00 p.m. or Saturday 8:30 a.m. through 5:00 p.m., ET. If the disputes are found in your favor, a credit will be given for the original transaction amount as well as any overdraft fees associated with that transaction. If you have authorized a check with your signature and provided it to a payee, the payee can submit your check electronically for payment. If you have outstanding checks, or ACH (Automatic Clearing House) payments, that you want to stop from posting to your account, you can either make alternate arrangements with the payees involved or place a stop payment for each item. When requesting a stop payment, we require the exact details of the check item including the date, the exact spelling of the payee’s name, and the payment amount. There is a stop payment fee of $33.00. The Bank will honor only the exact information given us; otherwise, the Bank is not responsible. When there is a stop payment order, the item will be returned unpaid from your account after being presented for payment. If there is no stop payment order and the item is presented for payment while the account has insufficient funds that check may be returned unpaid to the payee involved and subject to overdraft fees. After that time, the payee may resubmit the check for your payment obligations. In the interest of customer service, previous overdraft fees were waived on October 19, 2016; February 22, 2017; and April 26, 2017. Therefore, we are not willing to waive additional fees at this time. It is not our intention to cause you any hardship and I apologize for the inconvenience this matter caused you. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Alison S.Office of the President Pc: Revdex.com Enclosure: Previous response; Printout of account activity

[redacted]...

[redacted] Date: September 22, 2015 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received a copy of your complaint that was submitted to 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. On October 3, 2012, you opened a Regular Business checking account with the Bank ending in [redacted]. Fifth Third Bank offers both business accounts as well as consumer accounts so that we can better service all of our customers’ needs. However, business accounts and consumer accounts are governed by different federal guidelines, and they each have their own set of applicable fees. For this reason, we provide all customers with a copy of the rules and regulations for consumer and business accounts. Enclosed for your review is a copy of the Fifth Third Bank Rules and Regulations Applicable to All Fifth Third Consumer and Business Banking Accounts and Cards. Pages five (5), six (6), and seven (7) provide details regarding fees applicable to business checking accounts. Specifically, page six (6) explains that there is a $37.00 fee for each transaction returned or involved in an overdraft situation on your account. It also explains that there is an $8.00 daily overdraft fee charged when the account remains overdrawn for five (5) consecutive business days. This fee posts to the account for every calendar day the account has been overdrawn, and the Bank will continue to assess the fee until the account returns to a positive balance or until the twentieth (20th) day from the date of the initial overdraft. Please note that per federal regulations, consumer checking accounts have the option to enroll in or opt out of overdraft coverage for one-time debit card transactions. If a customer with a consumer checking account opts out of overdraft coverage and attempts to use the associated debit card for a one-time purchase, the transaction will be declined if there are insufficient funds to cover the transaction. Because the transaction was declined, there is no associated overdraft fee. If a customer with a consumer checking account enrolls in overdraft coverage and attempts to use the associated debit card for a one-time purchase, the Bank can approve the transaction if there are insufficient funds. Please note, however, that the transaction is then subject to any applicable overdraft fees. Overdraft coverage choices as explained above are applicable to consumer accounts only. Fifth Third Bank’s business checking accounts are not eligible to opt out of overdraft coverage for one-time debit card transactions, checks, or ACH transactions. The decision to approve any debit card transactions, checks, and ACH transactions is at the Bank’s discretion. When you opened your consumer checking account ending in 9813 on May 5, 2015, you opted out of overdraft coverage. Please be advised that the decision and form you signed were applicable to the consumer checking account only. Enclosed is a copy of the form you signed for overdraft coverage. Please note that the account listed on the form is the consumer checking account ending in 9813. Your business checking account is not listed because your business checking account does not allow that option. The beginning balance in your business checking account on August 4, 2015, was $497.98. Nine (9) transactions totaling $648.33 posted to your account that day, resulting in an ending balance of negative ($150.35). Three (3) overdraft fees of $37.00 each, totaling $111.00, posted to the account the next day. Transactions continued to post to the account, causing the negative balance to increase. On August 10, 2015, your account had been negative for five (5) consecutive business days. Therefore, on August 11, 2015, we began assessing the applicable daily overdraft fee. The fee is assessed for every calendar day the account has been overdrawn. October 11, 2015, was the eighth (8th) calendar day that the account was overdrawn. For this reason, the daily overdraft fee charged that day was eight (8) fees of $8.00 each, totaling $64.00. We continued to charge the applicable daily fees, overdraft fees, and returned items fees as additional transactions posted to the account. The account reached a zero balance on August 19, 2015. For this reason, the last daily overdraft fee processed on August 18, 2015. Most recently, the account became overdrawn again on September 17, 2015, which resulted in an ending balance for that day of negative ($2.47). As of September 17, 2015, the balance in your account is negative ($2.47). If the account does not reach at least a zero balance by September 23, 2015, the $8.00 daily fee will start being assessed again. Enclosed for your review are all of the checking account statements and overdraft notices that were generated for your account from July 1, 2015, through September 17, 2015. You have elected to receive your account statements online only, so they were not mailed to you. However, your overdraft notices were mailed to you. You advised Financial Center Manager Julie I. that you have alerts set up for your account that you did not receive. Please note that customers are responsible for their accounts and any associated fees even if established account alerts are not received. However, I confirmed that you do not have any account alerts set up in online banking for your accounts. The only alerts you have established are email notifications to advise you when a new tax document, overdraft notice, or account statement is available. Additionally, I verified that you have accessed your account via online banking or mobile banking on fourteen (14) different days since August 1, 2015. After reviewing your account, we determined that the overdraft fees, returned item fees, and daily overdraft fees are were charged in accordance with the terms and conditions for the account. You are a valued customer and in the interest of customer service, the Bank waived $74.00 in fees from your account on August 18, 2015. We are unwilling to waive additional fees at this time. I am very sorry for any distress this may cause you; however, there was no Bank error involved with the overdraft situations on your account. Our records do not indicate that a Bank employee advised you that you could decline overdraft coverage for your business checking account. Additionally, the overdraft coverage form you signed specifically states it was for the consumer checking account ending in [redacted]. It is my understanding that Ms. Iskra offered to help you establish account alerts at the banking center; however, you declined this offer. She also offered to go over various solutions that may help you prevent overdraft situations in the future, such as overdraft protection accounts. You declined this offer as well. [redacted], we understand that overdraft situations and fees can be a frustrating experience, and we would like to assist you with finding options that can help prevent overdraft situations in the future. If you would like to sit down with Ms. Iskra to go over your options, please contact the Countryway Banking Center at ###-###-####. The banking center is open Monday through Thursday from 9 a.m. to 5 p.m., ET, Friday from 9 a.m. to 6 p.m., ET, and Saturday from 9 a.m. to 12 p.m., ET. Alternatively, you can contact me directly using the phone number listed below. I would be happy to assist you. We appreciate your patience while we researched this matter and apologize for any difficulties or concern you may have experienced. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Shawna T. Office of the President Pc: Revdex.com Enclosure: Rules and Regulations, Overdraft Coverage Form, Checking Account Statements, Overdraft Notices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[redacted]Bowden
GA 30108Date: June 10, 2015
Account: [redacted]Regarding Your Installment
LoanDear
[redacted]:Thank you for contacting the Revdex.com regarding your
installment loan. We appreciate the time you have taken to express your
concerns regarding...

this matter.On behalf of the Bank, please accept my sincere apologies for any
inconvenience or frustration this matter may have caused you. Please be assured
we have researched this matter fully, and passed on your concerns to the
relevant parties within the Bank. I also want you to know that customer
feedback is reviewed by our senior and executive management teams as part of
our ongoing commitment to improving our customers’ satisfaction.Maintaining customer information and security is a priority for
Fifth Third Bank. That information is not only limited to the account
information that we have on file for customers, but also in relation to
payments being sent or adjusted to accounts within Fifth Third Bank. From your
correspondence, I understand that communication with a non-account holder has
been accepted in the past. According to our records you are the only signer on
the account and I was unable to locate a note allowing another to obtain
information on your loan. To allow for another to have access to your account,
a new loan would need to be established with joint ownership on the loan. I
apologize this information has not been passed on to you in past conversations
with Fifth Third Bank.Fifth Third Bank has recently updated our web site to allow
payments from a non-Fifth Third account to be processed to a loan with Fifth
Third Bank. This option may be one that is beneficial for the payment of your
loan. Your loan is set up to receive coupons each month as opposed to an
automatic payment. By using the web site, you can make and change payment dates
when or if needed. The website is www.53.com. If you would like assistance in setting up this convenient payment
option, please contact our customer service department at ###-###-####,
Monday through Friday, 7 a.m. to 8 p.m., ET. and Saturday 8:30 a.m. to 5 p.m.,
ET.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 [redacted], or toll
free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET.Sincerely,[redacted]Office of the President