Fifth Third Bank

November 4, 2014
Martha Burgess
West McDermott Road
Park Falls, WI 54552
Re: Checking Account ***4568
Credit Card Account ***9696
Dear MsBurgess,
We received a copy of your complaint filed with the Revdex.com and the Consumer Financial Protection
Bureau regarding your accounts with the BankWe appreciate the time you have taken to document your thoughts
and concerns regarding this matter.
Your comments expressing less than quality service when requesting the address to the Bank are very concerningI
apologize for any inconvenience this may have caused youWhen a customer contacts the Bank, we expect each
situation will be handled in a prompt and professional mannerI apologize that this was not what happened when
you contacted us.
On behalf of the Bank, I apologize for the difficulties you have experienced with your accountsHowever, the Bank
stands by our previous correspondence dated October 29, 2014, regarding the closure of your accounts and the fees
that have been assessedOur position in this matter has not changedFor your reference, I have enclosed a copy of
our previous correspondence.
After reviewing your account statements, we have been unable to locate a transaction of $*** posting to your
accounts in DecemberIf you have more specific details regarding the transaction, such as the merchant and the
posting date, please feel free to contact me at the telephone number belowI would be happy to further assist you.
I have reviewed your credit card account statement and have been unable to locate a charge for insurance being
posted to the accountAdditionally, I have confirmed that the last transaction to post to your account was for
overdraft protectionThis transaction posted to your credit card on January 23, 2014, for $*** to cover the
negative balance in your checking account ending in***.
We strive to provide professional and accurate information to our customers and I regret the difficulties you have
encountered regarding your accountOn October 24, 2014, we waived a late fee of $***on your account as a
courtesy to youHowever, we are unable to reduce the remaining account balance, waive any additional fees or the
interest that has been assessed to your credit card accountAt this time, your account has a balance of $***.
Our review of your credit card account determined that the information provided to the credit reporting agencies is
accurateWe regret any frustration this may cause you; however, we are required to report accurate information to
the credit reporting agencies and we cannot accommodate your request to correct prior negative reporting.
If you would like to contact the credit reporting agencies directly, their contact information can be found below:
*** ***
*** ***
*** ***
*** ***
We strive to provide professional and accurate service to our customers, and I apologize for any inconvenience this
may have caused youIf I could be of further assistance to you, please contact me at *** ***, or toll free at
*** ***.
Sincerely,
*** ***
Regulatory Support Specialist
Office of the President
Pc: Revdex.com and Consumer Financial Protection Bureau
Enclosures: Previous Correspondence

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint
Regards,
*** ***

February 23, 2015 *** ** *** *** *** *** ***
*** *
*** ** ***
Re: Fifth Third Goal Setter Savings *** Dear *** ** ***: We received a copy of the complaint you filed with the Revdex.com, concerning
the dormant account fees assessed to your savings accountWe appreciate the time you have taken to document your thoughts and concerns regarding this matterI would also like to thank you for your service to our Country. On behalf of the Bank, please accept my sincere apologies for the level of service you received from our Customer Service DepartmentPlease be assured Fifth Third Bank takes these matters seriously, and we strive to provide an experience to our customersAfter receiving your letter, I forwarded your concerns to the relevant parties in our Customer Service Department who thoroughly researched this matterI 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’ satisfactionHowever, I cannot inform you of any specific internal actions that may be taken. The last activity on your savings account ending in *** was on September 12, 2011, when an official check was purchased in the amount of $***A savings account is placed in a dormant status after there have been no withdrawals or deposits on the account for thirty-six (36) monthsCashing checks from which you do not deposit any funds towards the savings account and visiting a local Financial Center for other services are not considered account activityFor your convenience, I have enclosed a copy of our Rules and Regulations that you received when you opened the accountPage seventeen (17) details how an account can become dormant and what fees can be assessedI apologize if you were unaware of these policies. When your account first became dormant, we informed you of this status change on your savings account statement sent to the above address on September 26, I have enclosed a copy of this statement for your recordsTo assist you with monitoring your accounts, our toll-free Telephone Banking system is available twenty-four (24) hours a day at *** ***Our Customer Service Representatives can be contacted at the same telephone number and are available Monday through Friday from 7:AM to 8:PM Eastern Standard Time (EST), and on Saturday from 8:AM to 5:PM ESTYou may also access your account information at an ATM (Automated Teller Machine), on our Internet Banking website at www.53.com and on our mobile app with your smart phone. On January 30, 2015, you did contact the Customer Service Department in an attempt to close your account. According to internal procedures, the agent was not able to close the account over the phoneThe agent agreed to send you an account closure letter to your above addressUpon receiving the letter, you would need to sign and return this letter in order to close your accountI apologize that you did not receive this letterPlease note, as a courtesy to you we reversed the dormant account fees totaling $*** on February 17, 2015. Fifth Third Bank, Member FDICEqual Housing LenderFifth Third and Fifth Third Bank are registered service marks of Fifth Third Bancorp Based on your complaint, we have also closed your Goal Setter Savings AccountEnclosed is an official check in the amount of your final balance $***Upon closing the account, there was an additional $*** interest accrued on the accountEnclosed is a second official check in the amount of $***. We truly value your relationship with the Bank and it was certainly not our intention to cause you any hardship or frustrationWe appreciate your patience while we researched this matterIf I could be of further assistance to you, please call me toll free at *** *** ** *** ** *** *** Sincerely, *** *** Senior Consumer Resolution Specialist Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. I appreciate the responseUnfortunately this is not consistent seeing as I have made my payment like this for almost a year with no issuesIf this were an issue I would have notified of it immediatelyThis is simply a cop out to avoid responsibilityI am very close to withdrawing my accounts after eight years of business.
Regards,
*** ***

*** *** *** ** *** ** *** *** *** *** *** *** ** ***Date: March 16, 2015Account: ***Account: ***RE: Fifth Third Auto BillPayer Dear *** ***:Thank you
for the letter you sent to the Revdex.com regarding your Relationship Savings account ending in *** and your Real Life Rewards MasterCard ending in ***Your feedback is very important to us as it allows us to better understand how we can improve our service to you.On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused youPlease be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the BankI also want you to know that customer concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers' satisfaction.On January 30, 2015, your Real Life Rewards MasterCard was closedOn February 6, 2015, we received a payment of $2,for your Real Life Rewards MasterCardThis payment satisfied the full balance owed on your credit cardWhen an account is set up on Fifth Third AutoBillpayer, Auto BillPayer is automatically closed when the account is closed; however, the payment invoice was already sent to Auto BillPayer before your account was closedThis is why Auto BillPayer was still effective on the accountWe regret any inconvenience this may have caused youPlease be aware that Auto BillPayer was canceled on February 18, 2015, and will therefore not be taking any more paymentsThe payment of $that was made by AutoBillPayer on February 12, 2015, to your credit card ending in *** was reversed on February 17, 2015.On February 12, 2015, the beginning balance in your savings account was $Your Auto BillPayer payment of $posted to your account on February 12, Due to insufficient funds in your account, the payment was returned and the account was assessed one (1) overdraft fee of $which posted to your account the following dayThe ending balance in your account on February 12, 2015, was negative ($11.81).On February 13, 2015, the beginning balance in your savings account was negative ($124.81)Your Auto BillPayer payment of $posted to your account on February 13, Due to insufficient funds in your account, the payment was returned and the account was assessed one (1) overdraft fee of $which posted to your account the following dayThe ending balance in your account on February 13, 2015, was negative ($48.81).In the interest of customer service, please note that we have reversed the overdraft fees assessed to your Relationship Savings account on March 6, The balance in your Relationship Savings account as of March 6, 2015, is $Please also note that there has been no negative credit reporting due to the account overdraft.Our records indicate that on May 1, 2014, you set up an online transfer of $per month from your Relationship Savings account ending in *** to your Real Life Rewards MasterCard ending in ***This was set up as a recurring transfer with a start date May 1, 2014, and an end date of January 1, This transfer was established in addition to your agreement with Fifth Third AutoBillPayer to pay $per month from your savings account to your credit card account.*** ***, I want to assure you that the Bank makes every effort to hire only the very best employeesEach employee is required to go through an extensive training process, so that we can consistently provide the same level of customer service to all of our customersWe take customer complaints about the level of service received from the Bank's employees very seriously; however I cannot inform you of any specific internal actions that may be takenOur goal is to provide professional and accurate service to all of our customers, and we apologize if you found your experience to be unsatisfactory. *** ***, thank you for your patience while waiting for a responseYou are a valued customer, and we look forward to serving your financial needs in the futureIf I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####.Sincerely,*** ***Consumer Resolution Specialist Office of the PresidentPc: Revdex.com

February 6, 2015 *** ** *** *** *** ** *** Re: Checking Account*** Dear Mr***: Thankyou for your phone call to the Bank regarding your Fifth Third Bank checkingaccountWe appreciate the time you have taken to share your thoughts
andconcerns regarding this matterYour comments expressing less than qualityservice are very concerningPlease be assured that I have contacted therelevant parties to express your dissatisfaction with the service you receivedand passed on your concerns OnJuly 31, 2014, you opened a checking account at our *** Banking CenterAtthat time, you received information that explains the services and feesassociated with our accountsI have enclosed a copy of our Rules and Regulationsthat you received at the account openingPage 15, section provides theinformation regarding return deposit items and page 10, section providesinformation about the closure of accounts OnJanuary 12, 2015, you deposited a check drawn on your *** Bank account for$*** into your checking account ending in ***I have enclosed a copy ofthe check, for your reviewOn January 15, 2015, our Fraud Detection Departmentreceived an alert regarding this check depositThe alert stated that the checkwritten from your *** Bank account would be returned due to nonsufficientfundsOn January 15, 2015, we received the returned check from *** Bank andyour account was debited $*** for the returned checkAfraud analyst reviewed this deposit activity, along with the overdraft historyon your checking accountThe recommendation was made to close this accountTherefore,an account closure letter was mailed to the address listed above and a hold wasplaced on your accountOn January 27, 2015, your checking account balance wasnegative ($***)The overdraft fees that were charged to your account were reversedand the account was closed with a zero balance Iregret any inconvenience this has caused youIt was certainly not our intentionto cause you any hardshipHowever, as the maker of the check deposited, youhad the ability and were in a position to ensure the check was paidTherefore,we are not willing to re-open this account Mr.***, please be assured that we have fully researched your concerns and webelieve that this matter was handled both appropriately and professionally inaccordance with our Bank’s policies and proceduresIf I could be of furtherassistance to you please contact me directly at *** *** ** *** *** **
*** *** Sincerely, *** ***Consumer ResolutionSpecialistOffice of the President

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
The bank has taken care of the problem
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Attached is a copy of our response to the rebuttal filed by Mr*** *** December 17, 2014 *** *** *** ***
*** ** *** Re: *** *** Transfer, November 6, 2014 Dear Mr*** Thank you for contacting the Bank concerning your electronic funds transferWe appreciate the time you have taken to express your concerns regarding this matter We initially received a copy of this complaint on November 12, 2014, dated November 11, We received a similar complaint from you on December 10, However, we stand by the response conveyed to you in the previous letter sent on November 25, I have enclosed a copy of that prior correspondence for your reviewOur position on this matter has not changed. If you have documentation that you believe indicates the credit reporting on this account is incorrect, please forward that paperwork to the following address: Fifth Third Bank*** ** *** ***
*** *** ***
*** *** *** ** *** Alternatively, you can fax this information to my attention directly at (*** ***) We strive to provide professional and accurate information to our customers, and apologize for any inconvenience this may have caused youIf I could be of further assistance to you please contact me directly at (###) ###-####, or toll free at ###-###-####. Sincerely,
*** ***
*** *** ***
*** ** *** ***

November 21, 2014 *** ** *** *** ** *** ***
*** ** *** Re:*** Dear Mr***, We received a copy of your complaint filed with the Revdex.com, regarding the loss draft check received for your mortgage loan accountWe
appreciate the time you have taken to document your thoughts and concerns regarding this matter. Your comments expressing less than quality service are very concerningOn behalf of the Bank, please accept my sincere apologies for any inconvenience the delay in resolving this matter may have caused youPlease be assured that I have contacted the relevant parties to express your dissatisfaction with the service you received and passed on your concernsWe make every effort to disburse insurance claim proceeds in as timely a manner as possible and we regret if that has not been your experience. On August 11, 2014, you contacted the Bank regarding a check received from your homeowner’s insurance company in the amount of $*** for the claim filed for hail damage your home sustainedAt that time, the contractors package documentation was sent via email to the address providedOn August 26, 2014, we received the homeowner’s insurance check made payable to you and the Bank and most of the required paperwork needed to proceedHowever, it should be noted that the conditional waiver of lien was not included with the documentation provided at that timeYou indicated that the contractor would fax the needed document. On September 2, 2014, we received the conditional waiver of lien documentUnfortunately, the contract price of $*** shown on the waiver of lien, did not match the contract price of $*** listed on the estimate providedOn September 4, 2014, we informed you that the amount on these two (2) documents did not match and the discrepancy would need to be correctedDuring the following week, we received the updated conditional waiver of lien document which included the corrected contract price of $***As a result, the first draw for the loss draft claim was processed and a check for $*** made payable to your contractor was mailed to the address on file for your account on September 12, We spoke with you later that month on September 23, 2014, and advised what was needed for the final inspection to be ordered. On October 7, 2014, we confirmed that we had not received your mailed request for the final inspectionThe final inspection request was received via mail on October 15, The final inspection to review the repair work was ordered on October 21, There was a delay due to a change in the vendor used for these inspectionsWe apologize for this delay. On October 29, 2014, we received inspection results that indicated ninety-nine percent (**%) of the work had been completed and only repairs to the awning remainedTherefore, three (3) final disbursement checks were issued and mailed on November 5, 2014, as follows: - $*** Check number *** made payable to contractor - $*** Check number *** made payable to you - $*** Check made payable to third party vendor Mr*** , we sympathize with delays you encountered when sending needed documentation to the Bank electronically and via the *** *** *** ***Please be assured that it was not our intention to cause you any hardship and frustrationThank you for your feedback as it assists us in identifying problems and to continuously improve the level of service we provide to our customers. You are a valued customer and we look forward to serving your financial needs in the futureIf I could be of further assistance to you, please contact me directly at *** *** ** *** *** ** *** ***
*** Sincerely, *** *** Consumer Resolution Specialist Office of the President Pc: Revdex.com

Please see attached response.December 26, 2014*** *** *** *** *** ** ***Re: Accounts #xxxxxx*** and #xxxxxx*** Dear *** ***:We received a copy of your rebuttal to our previous letter, filed through the Revdex.com, dated December 9, 2014, concerning a transfer to your checking account and a payment on your Equity FlexLine accountWe appreciate the time you have taken to express 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 experienceCustomer 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 customersPlease be assured that we have contacted the relevant parties to express your dissatisfaction with the service you received and passed on your concerns.We have confirmed that the transfer from your credit union account to your Fifth Third account was listed under a program called ***The program is also referred to as ***I apologize if you misunderstood the explanation in our previous letter to you.In researching your concerns, we found that our system for processing mortgage loan payments is set up to pay all loans one month in advanceSo when your payment is received, we have to place a code on the account, which will set up the system to **st your monthly payment and apply the balance, intended as payment on the principal only, to an unapplied amountThe unapplied amount will then have to be manually applied to the principal onlyPlease be assured that we will make every effort to ensure that the payments to your mortgage loan account are handled in an accurate and expeditious mannerOur records reflect that your principal only payment has been applied to the principal with an effective date of December 1, 2014.I can assure you that it was not our intention to cause you any frustrationOn behalf of the Bank, please accept my sincere apology for any inconvenience or concern that this matter may have caused youIf I could be of further assistance to you, please call me at *** ***, or toll free at ###-###-####.Sincerely, *** ***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 ***, and have determined that this does not resolve my complaint Yet again I am forced to reject this resolution as it contains inaccuracies and further misinformation.1) Backdating my payment to October when my first payment should have been made in September does in fact change my interest paidI have attached the math as proofI would assume that, as a bank, you would realize that changing that backdate forward an entire month does in fact change the interest and my first successful payment should have been on September 3rd which is when, at the very least, the payment that amount of my first payment should have been back dated toThe correct amount for reimbursement should be $While the actual difference in amount is not what concerns me, the practice of pretending that everything is proceeding as after not backdating a payment to the correct date due to an error on Fifth Third's part is completely unacceptable.2) In this second response you claim to have explained how the figure of $1,was arrived at in your previous response on 10/27/I see no such explanation, and no acknowledgement of the attempt to collect this amount from meThe relevant quote from your first response to me is as follows"
800x
When you spoke with a representative from our
Collection Department on October 9, 2014, the representative advised you that a
total of $was owed on your loan at that time. This amount quoted by the representative
included the $past due for September 2014, the $due for October
2014, and a late charge of $15.00. Your
payment of $posted to the account with an effective date of October 3,
2014."
Lets break this down"the representative advised you that a
total of $was owed on your loan at that time"This is completely as I was advised that I owed $1,to bring my account current"This amount quoted by the representative
included the $past due for September 2014, the $due for October
2014, and a late charge of $15.00."This is correct for the amount that I actually owed at the timeBut is completely irrelevant as that was not the amount I was told I owed, and also does not explain the $1,
that I was quoted as owing like you are now claiming in your second response.I would now like a copy of the audio recording of the conversation I had with the collections department when they called me on October 9th as I have now been told by you more than story of what actually happenedI would also like you to explain exactly how it is justified that I was told that I owed $1,when in fact, that was not at all the amount I owed to bring my account current.3) You claim that representatives were not aware of the length restrictions for account numbers that you can process for paymentsHow can you justify your system allowing you to input more characters than you can process and not informing your representatives of the issues surrounding your system? I specifically had asked if the length of the account number would be an issue when I attempted to make my second (possibly third) payment to my account and was told it wasn't a problemNot only was I told that it wouldn't be an issue, but when it obviously was an issue, I was accused repeatedly of providing incorrect account information by the representative who contacted me from the collections department on the 9th of October.To reiterate my current requests to resolve this issue I would like the following information:1) A copy of the call that was made from the collections department TO ME on October 9th 2014.2) The reasoning for the attempted over-collection of my account in
the amount of $1,when I only owed $to bring my account
current.3) When was the bank made aware of the inability to process account numbers longer than digits.4) An explanation as to why my payment was only backdated to October instead of September when my first payment was supposed to have posted.5) A response to my claim of being owed $27.17This is now the second response I have received that has had at least factual inaccuracyI am hoping that this isn't purposeful and is a sincere mistake, but this is now becoming even more of a pattern of attempts to treat me extremely unfairlyHands down, this has been the worst costumer experience I have ever had to deal with, and I haven't been able to say I have been outright lied to until having to deal with Fifth Third BankI am extremely disappointed that the responses I have received have been inaccurate
Regards,
*** ***

Attached is the Bank's response to the customer's complaint
Revdex.com*** ***
*** *** ***
*** *** * ** ***
Dear *** *** :
This message is in regard to your concerns submitted on 1/26/12:00:AM against Fifth Third Bank. Your complaint was assigned ID ***. We received the business's response to your concerns, and you can find the contents of the message below or attached
To assist us in bringing this matter to a close, we would like to know your view on the matter.
* Has the company addressed the issues of this dispute?
* If not, why?
* Has the company met the agreement they outlined in their response?
Please submit your thoughts via online system, fax or mail within days.
The text of your complaint may be publicly posted on Revdex.com's web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information when you tell us about your problem or in your desired outcomeBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessRevdex.com may edit your complaint to protect privacy rights and to remove inappropriate language
Your complaint will be made part of the company's Revdex.com Business Review. If we don't hear from you, your complaint will be reflected as "resolved." Should you have any questions or further concerns, please do not hesitate to contact us. We would be glad to assist you.
Regards,
*** ***
***
MESSAGE FROM BUSINESS:
Attached is the Bank's response to the customer's complaint
Revdex.com*** ***Fifth Third Bank *** *** *** ***
*** ** ***
Dear *** ***:
This message is regarding complaint ID *** submitted to Revdex.com about your business on 1/26/12:00:AM by *** ***
Since your customer has not submitted any comments to that response, we will assume that this matter has been resolved and will close this case accordingly. We may reopen this case if your customer contacts us at a later date with additional concerns
In addition to complaint information, Revdex.com Business Reviews also include basic background information about businesses. This data is used to calculate a letter grade rating for your business. This may be a good time to update your information by visiting us online at Revdex.com.org/cincinnati/join/
Thank you for your cooperation in this matter and for your support of our self-regulatory goal
Regards,
*** ***
***

*** *** *** *** Productions *** *** *** *** ** *** Date: May 12, Account: *** Re: Service fees Dear *** ***: Thank you for the letter you sent to the Revdex.com concerning your business account and the fees that have recently posted on the
accountWe appreciate the time you have taken to express your concerns regarding this matterOn behalf of the Bank, please accept my sincere apologies for the frustration you have experienced with your accountIt was certainly not our intention to cause you any hardshipPlease be assured we have researched this matter fully as you have requestedOn February 11, the monthly service charge of eleven dollars ($11.00) was debited from your business checking accountThe account at the end of the day was at a negative balance of two dollars and fifty-two cents ($2.52)The account stayed at that balance until February 17, until a direct deposit posted into the accountBecause the account was at a negative balance for six (6) days, a fee was assessed of eighteen dollars ($18.00), which was included in the service fee that was assessed to your account on March 11, of twenty-nine dollars ($29.00)When a debit of fifty dollars ($50.00) posted to your account on March 26, 2015, the account became overdrawnA second debit posted to your account on April 6, for ten dollars and sixty-three cents ($10.63)There was no deposit into your account until April 16, when another direct deposit postedWith business accounts, there is a daily overdraft fee of eight dollars ($8.00) every day the account is negative, provided the negative balance was not a result of a service feeYour account stayed at a negative balance from March 26, until April 16, On April 21, 2015, the service fee of twenty-nine dollars ($29.00) was credited back to your accountThe explanation of why you were charged the fee was incorrectIt was not the result of a deposit being held, but rather the account being negative for six (6) daysI do apologize that you were not given a correct breakdown of the fee that posted, as well as not receiving any type of communication in regards to when your account became overdrawn nor your request to have fees reversedI have included copies of the three letters that were sent to you in regards to the overdraft that occurred on the account so you may maintain them for your recordsThere was a total of one-hundred and ninety-seven dollars ($197.00) in overdraft related fees that were assessed to your account from April to April 14, After a conversation with your banking center, I have taken the necessary steps to reverse the feesThey were credited back to your account on May 12, 2015.To avoid future overdraft issues with your account, you may want to stop into your banking center and ask them to assist in establishing on-line access for you to monitor your account on a daily basisThis will give you the ability to view your account anytime and allow you a day to day accountability of transactions that have posted to your account.We strive to provide professional and accurate information to our customers, and apologize for any inconvenience this may have caused youIf I could be of further assistance to you, please call me at ***, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ET.Sincerely, *** ***Customer Resolution Specialist Office of the PresidentEnclosures: (3) Overdraft Letters

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meI will let Lynette know to do this so that she can receive the refund.
Regards,
*** ***

October *0, 20*
*** ***
*** *** *** *** ** ***
Re: Checking
account ending in ***
Dear Mr***,
We received a copy of your complaint recently
filed with the Revdex.com, regarding the overdraft and Early Access
fees on your accountWe
appreciate the time you have taken to document your
thoughts and concerns regarding this matterPlease be assured that Fifth Third
Bank takes your feedback seriouslyWe value your relationship and appreciate
the opportunity to respond to this matter
On Friday, September *2, 20*4, your ending
available checking account balance was positive $***On Monday, September
**, 20*4, your account had twenty two (**) transactions post from the weekend
Of the transactions that posted, fourteen (**) were debit card transactions,
one (*) online bill payment, one (*) check, and your mortgage loan payment paid
by Auto BillpayerIn addition, you had five (*) ATM transactions post to your
account from using non Fifth Third Bank ATM’s in *** *** ***As a result
of using the non Fifth Third ATM’s, you were charged a $*** non Fifth Third
cash withdrawal fee with each withdrawalYour available balance on September
**, 20*was negative (***) after all transactions were processed for the
dayItems were posted per the Bank’s policy resulting in three (3) fees of
$*** that posted to the account the next business dayI am enclosing a copy
of the Overdraft Notice sent to you for this day
If an account becomes overdrawn, we assess an
overdraft fee for each item that posts while the account is overdrawnWe do
not assess overdraft fees on pending transactions and per item overdraft fees
will not be assessed if your account is overdrawn by $*.** or less at the end
of the business dayThe amount of the per item overdraft fee is based on the
number of times your account has become overdrawn in the last twelve (**) months
For the first overdraft occurrence, you are charged $*** per itemThe second
occurrence and higher is $*** per itemAn overdraft notice that details how
your account became overdrawn is sent to the address on file and is also
available on www.*3.com
Effective March 2*, 20**, we process
transactions at the end of each business day and do not process transactions on
Saturday, Sunday or Federal Holidays, but transactions that post to your
account are processed in the following order:
*.
Credits and
deposits made prior to the end of day cutoff time (according to our Funds
Availability Policy)
2.
ATM
transactions and debit card transactions in the order they took place
3.
All other debits including checks,
electronic bill payments and fees, in the order of highest amount to lowest
amount
Please 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 partyThis
posting order is the same whether you accept or decline Overdraft Coverage for
ATM transactions and one-time debit card transactions
Auto BillPayer is a free service that automatically deducts
payments from your checking account each month on the due date or any date
within the grace periodThis avoids the fee associated with phone payments and
eliminates the need to mail your paymentsIf you use Auto BillPayer and a
payment date is setup every month during the grace period, our Collection
Department will not contact you during the grace periodYou can change the
date that your payment is pulled by calling the Auto BillPayer Department two
(*) business days before your payment is scheduled to be drafted at ***
***Effective beginning February 20**, Auto BillPayer payments are processed on the business day prior to
your scheduled payment due date should the payment date fall on a weekend or
holiday, which are considered non-business days
On September 7, 20*2, you
agreed to have Auto BillPayer automatically
transfer funds from your Fifth Third checking account ending in *** to your mortgage loan account
ending in *** on or around the *th
day of each monthI have enclosed a copy of your signed Auto Billpayer agreement that was provided during your mortgage
loan closing, which also indicates that Auto
Billpayer Terms and Conditions may change from time to timeOur records
indicate that on October 30, 20*2, you called Auto Billpayer and requested to
have your payment date changedYou requested to have your payment pulled
fourteen (*4) days after the due date, which would be the fifteenth (**) day of
every monthPlease note that if Fifth Third Bank had returned your mortgage
payment instead of paying it, you would have been charged an overdraft fee for
that item as well as charged a late payment on your mortgage loan
Some checking accounts have Overdraft Coverage,
which can allow a customer to complete a transaction even if there are
insufficient available funds in the account to cover the full amount of the
transactionEffective June **, 20*customers had the option to choose whether
or not to continue having Overdraft Coverage on their account for ATM
(Automated Teller Machine) transactions and one-time debit card transactions
Our records indicate that you accepted Overdraft Coverage for ATM transactions
and one-time debit card transactions on June *8, 20*
With overdraft coverage active, it is possible
to use funds in excess of your account balance for any possible emergency cash
needsThe account will be assessed overdraft charges for any items that exceed
the available account balance or are presented when the account is overdrawnPlease
note, that you may change your decision regarding overdraft coverage at any
time by visiting our website at www.*3.comAfter logging into Internet Banking, select the Service Center at
the top right of the page and then under Account Services select Overdraft
Coverage Preferences and you will be given the options availableYou may also
call our automated telephone line at *** ***, or visit one of our local
Banking CentersCancelling overdraft coverage does not guarantee that ACH
(Automated Clearing House) or check items will not be paid
I have reviewed
your account from the time overdraft coverage was first offered and accepted by
you in June 20*4, and can find no instances when the Bank has improperly
assessed overdraft feesIf you have any questions regarding any other specific
instances, please feel free to ask and I will be happy to explain them to you
For
your convenience, enclosed is a reference guide titled Fifth Third Overdraft Solutions that provides additional
information related to the overdraft fees that were assessed to your account
and ways to track your balance to help avoid overdraft fees in the future
Information regarding overdraft coverage and overdraft protection options is
also provided on the enclosed document
Early Access was designed to help our customers
meet their short-term borrowing needsMany of our customers appreciate the
convenience of Early Access for emergency cash needs such as car repairs,
medical care costs, or unexpected travel expensesOn March *0, 2009, you
enrolled in the Early Access feature for your checking account ending in 29*
In the last twelve (*2) months, you have used the Early Access feature ***
*** timesIn each instance, you eliminated the possibility of being charged
multiple overdraft fees on your account by borrowing from Early Access when you
didn’t have enough funds in your account to cover the transactions posting that
day
If you would like to borrow
funds from Early Access in the future, it is important to borrow only as much
as you can afford to pay back with your next direct depositAfter the borrowed
funds are credited to your account, advances and related finance charges are
automatically repaid from the next direct deposit of at least $*** that
posts to your checking accountIf the advance is not paid in full or a direct
deposit does not post within *** *** days, we will automatically
deduct as much of the outstanding balance owed as possible from your checking
accountIt should also be noted that you may cancel Early Access at any time
You have several options available if you wish to cancel Early Access,
including the Internet at www.*3.com or by visiting your local Fifth Third
Financial Center
We realize the importance
of being able to ensure easily that your account has sufficient funds to cover
the transactions you have authorizedTo assist you with monitoring your
account, our toll-free Telephone Banking system is available twenty-four (24)
hours a day at *** ***Our Customer Service Representatives can be
contacted at the same telephone number and are available Monday through Friday
from 7:AM to 8:PM Eastern Standard Time (EST), and on Saturday from 8:
AM to *:PM ESTYou can also access your account information at an ATM
(Automated Teller Machine), on our Internet Banking website at www.*3.com, and on your mobile device through our
Mobile Banking service through *3.mobiAdditionally, an account alert can be
sent to up to four (4) e-mail addresses and one (*) mobile device when your
account balance falls below an amount you specifyWe strongly encourage you to
take advantage of our free account alertsThese can be setup through Internet
Banking at www.*3.com
Mr***, it is
important to make sure that your account has enough funds to cover all of the
transactions you have authorizedHowever, in order to provide a more positive
resolution to this issue for you and in appreciation of your banking
relationship with us, we’ve waived $7*as of October *0, 20*
If I could be of further
assistance to you, you can write to me at Fifth Third Bank, *** ***
*** *** *** *** *** *** ***You are also welcome to call
me at *** ***, or toll free at *** ***
Sincerely,
*** **
***
Consumer Resolution
Specialist Office of the President
Enclosures: Auto Billpayer agreement, Overdraft notice

*** ** *** *** *** *** *** *** ** ***
Date: March 17, Account: ***Re: Credit CardDear *** ** ***We received a copy of the complaint sent to the Bank on your behalf from the Revdex.com regarding online payments to your credit cardWe appreciate the
opportunity to respond to this matter, and we sympathize with the experience that the process has had upon you.On behalf of the Bank, please accept my sincere apologies for the difficulties you have experienced with our on-line payment optionIt is certainly not our intention to cause you any hardshipWe strive to provide an exceptional experience to our customers, and I am sorry we did not meet your expectationsI 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.We strive to provide quality service to all of our customers, and I am sorry for your unsatisfactory experience during your previous attempts to make payments on your credit cardWe currently only offer the ability to make payments through our website to customers with existing Fifth Third Bank checking or savings accountsBased upon increasing customer interest, we are exploring this functionality and may implement it in the futureYou may be able to schedule a payment to your Fifth Third Bank credit card through your own financial institution's website by setting up a payee.When a customer desires to make an expedited payment, there is a $chargeOur representatives should be quoting the same amount each time to every customerI do regret that you were told two separate amounts on different occasionsI have forwarded this concern to our customer service department for training of our phone service representatives.You are a valued customer and I appreciate this opportunity to address your concernsIf I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ET.Sincerely,*** ***Customer Resolution Specialist Office of the President

*** *** *** *** *** ** ***Date: April 30, 2015Re: Mortgage Loan
ApplicationDear ***
***:We received a copy of the complaint filed with
the Revdex.com regarding your recent mortgage loan applicationWe
appreciate the time you have taken to document your
concerns regarding this
matter, and we sympathize with the difficulties you have experienced.We would like to offer our sincere apologies for
any inconvenience this matter may have caused youPlease be assured that Fifth
Third Bank takes your feedback regarding your experience very seriously, and I
have contacted the relevant parties to pass on your concernsOur Banking
Center Managers and Mortgage Loan Originators strive to provide professional
and accurate service to each and every customer they assist throughout the day
I am sorry if your experience did not meet the same high standard.We regret the frustration that you encountered
regarding the recent appraisal of your propertyPlease know that we use
independent, third-party appraisers who are randomly selected from a pool of
approved licensed appraisers, to ensure objectivity for each appraisal
completedThe appraisers are not employees of Fifth Third Bank and we have no
part of the appraisal processHowever, please accept our sincerest apologies
for your experience.It is our understanding that
*** ***, Area Sales Manager, personally called you to discuss your
concerns regarding this matterThe decision was made, by all parties involved,
to provide you with a refund for the application fee of $that you were
charged for this mortgage loan applicationA bank check in the amount of
$was placed in the mail to you today and was sent to the address listed
aboveI hope you are satisfied with the resolution.Thank you for your patience while waiting for a
responseYou are a valued customer and we sincerely hope that you will
continue using Fifth Third Bank for your financial needs in the futureIf I
can be of further assistance to you, please contact me at ###-###-####, or
toll free at ###-###-####.Sincerely,*** ***Consumer Resolution
Specialist Office of the PresidentPC: RevDex.com

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I feel as though you're talking in circlesI have voiced my opinion and not happy with 5/business practicesThanks for hearing my concerns

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I do still wish there was an emergency number on Sundays or that we (the customers) would be able to access their corporate office as they allow at other banks
Regards,
*** ***

February 2, 2015 *** *** *** *** *** *** *** ** *** Re: Checking account*** Dear *** ***: We received a copy of your complaint filed with the Revdex.com regarding your checking accountWe appreciate the time
you have taken to express your thoughts and concerns regarding this matterOn behalf of the Bank, please accept my sincere apologies for any frustration you experienced regarding this matter. On January 14, 2015, the beginning balance in your checking account was $***A $*** transaction posted to the account that day, resulting in an ending balance of *** ($***)We paid the transaction and because the *** balance in your account after the overdraft was less than or equal to $***, we did not charge any overdraft feesOn January 16, 2015, the $*** monthly service charge for your Essential checking account processedThis decreased the balance in your checking account to *** ($***)Please note that Fifth Third Bank does not charge overdraft fees if an overdraft is caused by a Bank fee or chargeFor this reason, your account was not assessed an overdraft fee for this overdraft occurrence. The beginning balance in your checking account on January 20, 2015, was *** ($***)There was a $*** deposit to the account, which decreased the balance to *** ($***)A $*** transaction posted to the account that day as well, resulting in an ending balance of *** ($***)At this time, the *** balance in your checking account was greater than $*** and the transaction that posted to the account that day while the balance was *** was not a Bank fee or chargeTherefore, the applicable $*** overdraft fee was assessed the next business day on January 21, The ending balance in your checking account on January 21, 2015, was negative ($***)For your convenience, enclosed is a reference guide titled Fifth Third Overdraft Solutions that provides additional information related to the overdraft fees that were assessed to your account and ways to track your balance to help avoid overdraft fees in the futurePlease feel free to contact me directly at the number below should you have any questions regarding the enclosed reference guideI would be happy to assist you. You mentioned in your correspondence that you have not previously been assessed a monthly service charge for your checking accountWhen you opened the account on July 28, 2014, you opened an Essential checking account. On an Essential checking account, we waive the monthly service charge of $*** if any of the following is met: ? You maintain a combined monthly average of $***across your checking and savings accounts ? OR you are a current or former member of the U.Smilitary with monthly direct deposits totaling $*** or more ? OR you participate in your employer’s Fifth Third Banking Benefits Program with monthly direct deposits totaling $*** or more ? OR you are a student with a valid student ID Fifth Third Bank, Member ***Equal Housing LenderFifth Third and Fifth Third Bank are registered service marks of Fifth Third Bancorp Otherwise, the service charge is $*** per monthIf your account receives monthly direct deposits totaling $*** or more, we reduce the monthly service charge to $*** per monthEnclosed for your reference is a brochure regarding the Essential checking accountCustomers who open a new Essential checking account have a thirty (30) day grace period before the service charge will be assessedUnfortunately, your account did not meet any of these requirements after your new account grace period endedTherefore, you were first (1st) charged the $*** monthly service charge on September 16, 2014. On September 17, 2014, you spoke to *** in our Customer Service Department*** waived the $*** service charge and changed your account type to the Fifth Third E-Access checking accountThe E-Access checking account has no monthly service charge, but you must have a monthly direct deposit of at least $***. Additionally, you must agree on our website to receive online only statements and you cannot write checksIf the account has three (3) consecutive monthly statement periods containing check writing, insufficient direct deposits, or paper statements, then the account is automatically converted to the Essential checking accountThe account is then subject to the terms and conditions of the Essential checking accountAdditionally, a converted E-Access checking account cannot be changed back to an E-Access checking account for ninety (90) daysEnclosed for your reference is a brochure regarding the E-Access checking account. Our records indicate that your statements were changed to be online only on September 17, However, your E-Access checking account did not meet the direct deposit requirement for three (3) consecutive monthly statement periodsFor this reason, your E-Access checking account was converted back to an Essential checking account on December 16, Subsequently, the account was subject to the $*** monthly service chargeIf you would like to establish direct deposit of at least $*** monthly and have the account converted back to an E-Access checking account, we can do so on March 16, 2015, which is** days after the account converted back to an Essential checking account. We have verified that the $*** service charge assessed to the account on January 16, 2015, and the $*** overdraft fee assessed on January 21, 2015, were validI apologize for any distress this may cause youYou are a valued customer and in the interest of customer service, we waived the $*** overdraft fee on January 21, 2015. As of January 28, 2015, the balance in your checking account is *** ($***)Please note that the account will continue to be subject to the monthly service chargeYou may wish to make a deposit to the accountThe Bank will close the account and charge it off if the balance remains *** for fifty-five (55) consecutive days. We appreciate your patience while we researched this matter and we value your businessIf I can be of any further assistance, please contact me at *** ***, or toll free at *** ***. Sincerely, *** *** Senior Consumer Resolution Specialist Office of the President Pc: Revdex.com Enclosures: Fifth Third Overdraft Solutions, Essential Checking Account Brochure, E-Access Checking Account Brochure Fifth Third Bank, Member ***Equal Housing LenderFifth Third and Fifth Third Bank are registered service marks of Fifth Third Bancorp