PROCORPSA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  The bank merely confirmed that they had no record of the property I purchased being part of what was escrowed with the loan, which is why I filed the complaint in the first place. It was supposed to be escrowed, as discussed during the time of the loan preparation. I was told that it was taken care of when I called Don H. to ask about the tax bills I was receiving. The letter from the bank only restates the issue that I complained about and in no way makes an attempt to resolve the situation.
Regards,
[redacted]

[redacted] [redacted] [redacted] Date: June 29, 2017 Account: [redacted] Regarding Your Checking Account Dea[redacted]: We received a copy of your complaint filed with the Revdex.com (Revdex.com) regarding...

your checking account. We appreciate the time you have taken to express your thoughts and concerns. On behalf of the Bank, please accept my sincere apologies for any incorrect information you received about your checking account. Your Basic checking account ending in [redacted] was opened on February 17, 2017. Please be advised that the Basic checking account type is not eligible for the New Account Bonus. As a result, your checking account was not eligible for the $200.00 bonus offer. However, I understand that you may have received incorrect information regarding the bonus. As a result, we have credited $200.00 for the New Account Bonus to your checking account. We appreciate your patience while we researched this matter and apologize for any difficulties or concern you may have experienced. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Shawna H.Office of the President Pc: Revdex.com

[redacted]Date: April 18, 2017 Account: [redacted]Regarding Your installment Loan AccountDear [redacted]:We received a copy of your follow-up complaint filed with the Revdex.com (Revdex.com) regarding your installment loan account. We appreciate the opportunity to address your Continued Concerns.Please be advised that the information provided to you by the GAP insurance administrator is incorrect. The Bank does not waive the balance owed on the loan in the event of a total loss. When we receive checks for the insurance proceeds and any applicable warranty refunds, those funds are applied to the loan balance owed. If the funds received from insurance and warranties are not sufficient to pay the loan in full, the customer is still responsible to repay the remaining amount owed per the signed contract. Enclosed is a copy of the check that was sent to the Bank by your GAP insurance company for $1,654.58. This check was endorsed, cashed, and the funds were applied to your loan. We did not waive the $1,654.58.Fifth Third Bank does not have influence over how much money the GAP insurance company will send. We provided your GAP insurance company a payoff quote and payment history effective for the date of the total loss, which was September 13, 2016. Enclosed is a copy of the payoff quote and payment history we provided on October 12, 2016. The amount needed to pay off the loan as of September 13, 2016, was $20,486.00. We also sent the GAP insurance company a copy of the $3,273.00 refund we received from the dealership for the warranty. The GAP insurance company obtained a copy of the $15,442.86 insurance refund from another source that was not Fifth Third Bank. If we take the $20,486.00 payoff, then deduct the total $18,715.86 in payments we received from your insurance and the dealership, the remaining amount needed to pay off the loan as of September 13, 2016, was $1,770.14. The GAP insurance paid $1,654.58. Because you had made a $345.44 payment on December 5, 2016, the funds from GAP insurance were enough to pay off the remaining balance owed on the loan.You have received overpayment refunds from the Bank totaling $229.88, which is $115.56 less than the $345.44 you paid on December 5, 2016. The difference between the $1,770.14 needed to pay the loan in full as of September 13, 2016, and the $1,654.58 that the GAP insurance paid is also $115.56. As previously advised, we are unable to determine why the GAP insurance paid only $1,654.58 for the vehicle. If you have questions about the GAP insurance refund amount and why more funds were not issued, please contact your GAP insurance company directly.We appreciate your patience while we researched this matter and apologize for any difficulties or concern you may have experienced. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET.Sincerely,Shawna H.Office of the PresidentPC: Revdex.comEnclosure: Previous Response, GAP Insurance Check, Payoff Quote, Payment History

I would like to client to handle this situation the best way possible within the correct business channels.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  I will never be satisfied until I get a full refund of the overdraft fee charges that occurred to my account twice for $37.00 each totaling $74.00 Fifth Third Bank refunded my account $24.00 but that is not acceptable that is only a 32% refund on charges that Fifth Third Bank authorized without my approval which then led to over draft fees. I called them one time about it and I told them not to allow any funds to be taken out of my account and all I got was grief, disrespectful attitude from the manager. She also told me that she did not care that there was not enough funds in my account to cover charges and she would gladly access overdraft payments every single time. I asked her on that day, if I come into your branch on my lunch and make my account positive could she removed the overdraft fee and she said no. She was blunt and made no effort whatsoever to try to accommodate Fifth Third Bank's customer. Honestly, I felt harassed and that is what ultimately led me to complain. Nobody should be disrespected when trying to do business with a bank and I have been disrespected by her on multiple occasions. So since I called the first time and nothing was done, Fifth Third Bank knew where I stood about the situation and they then allowed the same thing to happen to me via [redacted]. I have spoken with [redacted] and I have a letter stating I spoke with them and they would like my overdraft fee refunded because they were unable to stop the payment at the time.
I will reject every single proposal until I get a full refund of my $74 in bank overdraft fees. I am not accepting anything less. I personally feel due to the disrespect and harassment that I received on multiple accounts I should receive more than that but that is not what I am asking for.
Regards,
[redacted]

[redacted] Date: September 18, 2015 Account: [redacted] Regarding Your Vehicle Installment Loan Dear [redacted]: We received a copy of your complaint recently filed with the Revdex.com. We appreciate the...

time you have taken to document your thoughts and concerns regarding this matter. Please be assured that Fifth Third Bank takes your feedback seriously, and I appreciate this opportunity to respond to your concerns. Your comments expressing less than quality service are very concerning. On behalf of the Bank, I would like to offer my sincere apologies for any inconvenience this matter may have caused you. Please be assured that I have contacted the relevant parties to fully research your payoff and express your dissatisfaction with the service you received. When someone contacts the Bank we expect each situation will be taken care of professionally and completely. I apologize that this was not what happened when you initially contacted us and we expect that this will not be the case in the future. We strive to provide professional and accurate information to our customers, and we regret if all the service you received did not meet the same high standard. When you made payment arrangements with our collections department to spread the remaining balance over three (3) months, you were not given the correct amount in order for those three payments to pay your account in full. On December 5, 2014, we received you final payment of the three (3) payments, in the amount of $523.07. After that payment posted, your loan had a remaining principal balance of $7.91, as well as a late fee of $117.82 that posted to your account on November 16, 2014. The late fee was assessed to your account due to the loan reaching maturity and not being paid off. Unfortunately, the agent that set up your payments didn’t anticipate this late fee and didn’t calculate the amount of your payments correctly. When your final payment posted to your loan on December 5, 2014, the remaining balance caused your loan to remain open. Due to a cease and desist that you requested on your account, we were not able to contact you during that time to inform you of the past due balance. On March 4, 2015, your installment loan charged off in the amount of $7.91, the remaining principal balance of your loan. On July 28, 2015, we received a payment in the amount of $126.12, which satisfied the unpaid principal balance and the $117.82 late charge owed on your installment loan. Your loan account was closed as paid in full on that same date. After receiving the complaint you filed with the Revdex.com, we conducted an extensive investigation into the issues surrounding the final payments established for you to pay off your loan, as well as the information we provided to the credit reporting agencies. Our investigation determined that the information we provided to credit reporting agencies was incorrect. On behalf of the Bank, please accept my sincerest apologies for any inconvenience this matter may have caused you. On August 26, 2015, we reversed the late fee of $117.82 on your account. In addition, we submitted a request to correct the credit bureau reporting and reverse the charge off. After these corrections were processed, your loan was closed with an over payment in the amount of $118.21. On September 3, 2015, we mailed you a check for the overpayment balance remaining on your account and on September 16, 2015, I was able to confirm with all of the credit reporting agencies that you loan is now reporting correctly and is no longer reporting a charge off amount. If you have any questions regarding the overpayment refund or the corrections that were made to the credit reporting agencies, please contact me at the number below. I would be happy to assist you and provide you with a final resolution. If you would like to contact the credit bureaus directly, contact information can be found below:  [redacted] ###-###-####  [redacted] ###-###-#### [redacted] ###-###-####  [redacted] ###-###-#### [redacted], we appreciate your patience while we researched this matter and sincerely apologize for any inconvenience or hardship you may have experienced as a result of this matter. You were a valued customer and we sincerely hope that you will reconsider using Fifth Third Bank for your financial needs in the future. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Jennifer C. Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted] Date: June 28, 2016 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com, regarding the overdraft fees assessed to...

your checking account. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. Your comments expressing less than quality service are very concerning. On behalf of the Bank, please accept my sincere apologies for any inconvenience these matters may have caused you. We strive to provide professional and accurate service to our customers and we regret if that has not been your experience. If an account becomes overdrawn, we assess an overdraft fee for each item that posts while the account is overdrawn. We do not assess overdraft fees on pending transactions. Per item overdraft fees will not be assessed if your account is overdrawn by less than $5.00. The amount of the per item overdraft fee is based on the number of times your account has become overdrawn in the last twelve (12) months. For the first overdraft occurrence, you will be charged $25.00 per item. For each additional occurrence, a $37.00 per item fee will be assessed. We process transactions at the end of each business day and do not process transactions on Saturday, Sunday or Federal Holidays because they are not considered business days. Transactions that post to your checking account are processed in the following order: 1. 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, in the order of highest amount to lowest amount 4. Fees and service charges 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 party. Pages 11 through 13 of the included Rules and Regulations Applicable to All Fifth Third Consumer and Business Banking Accounts and Cards booklet contains more details about the Bank’s overdraft policies. On June 17, 2016, the beginning balance for your checking account was $31.77. We received your cash deposit of $605.00 and the full amount was made immediately available. One (1) online transfer and nine (9) electronic payments totaling $1,010.68 posted to your account in the order explained above. Therefore, your ending account balance was negative ($373.91) with the last eight electronic transactions contributing to the overdraft occurrence. Due to insufficient funds, eight (8) overdraft fees totaling $296.00 were assessed to your account and posted the following day. On June 20, 2016, the beginning balance for your checking account was negative ($373.91). Two (2) Automated Teller Machine (ATM) deposits totaling $180.00 posted to your account. In addition, a reversed overdraft fee for $37.00 was credited to your account. The overdraft fees assessed the previous day and three (3) transactions totaling $387.66 posted to your account. Due to insufficient funds, an overdraft fee of $37.00 was assessed to your account and posted the following day. It is important to ensure that your checking account has sufficient funds to cover the transactions you have authorized. However, we sympathize with the difficulties you have encountered regarding your account. Therefore, overdraft fees totaling $222.00 have been waived and credited back to your checking account within the last month. Therefore, we are not willing to reverse any additional overdraft fees at this time. Copies of the overdraft notices sent for the days noted above are included for your review. I have also included 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 options is also provided on the enclosed document. Please feel free to contact me directly at the number below should you have any questions regarding the enclosed reference guide. I would be happy to assist you. [redacted], please be assured that it was not our intention to cause you any hardship or frustration. You are a valued customer and we look forward to serving your financial needs in the future. If I could be of further assistance to you, please contact me directly at ###-###-#### or toll free at (###) ###-#### Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Danielle S.Office of the President Enclosure(s): Rules and Regulations booklet, Overdraft notices Pc: Revdex.com

[redacted] Date: April 20, 2016 Account: [redacted] Regarding Your Installment Loan Dear [redacted]: We received a copy of the complaint filed with the Revdex.com regarding the information...

reporting on your credit report for your installment loan. We appreciate the time you have taken to express your concerns regarding this matter. It was certainly not our intention to cause you any undue frustration and we sympathize with the difficulties you encountered when inquiring about your installment loan. On behalf of the Bank, we would like to offer our sincere apologies for any inconvenience you may have caused. Please be assured that we have contacted the relevant parties to express your dissatisfaction with the service you received and passed on your concerns. Our Consumer Contact Center strives to provide professional and accurate service during every telephone call they receive throughout the day. I am sorry if your telephone call experience did not meet the same high standard. We have completed our review of the payment history reporting on your credit report for the above referenced installment loan. Our review determined that the information provided to the credit reporting agencies is accurate. On July 30, 2012, your installment loan was charged off for $363.20. Our records indicate that we received a full recovery payment for this charged off amount on February 26, 2013. I have enclosed a copy of the payment history for your review. We 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 remove prior negative reporting. If you would like to contact the credit reporting agencies directly, their contact information can be found below: [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### We strive to provide professional and accurate service to our customers, and I apologize for any inconvenience this matter may have caused you. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Lisa S. Office of the President Pc: Revdex.com Enclosure: payment history

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] Date:             August 27, 2015 Account:               [redacted] Regarding Your Savings Account Dear [redacted]: We received a copy of the rebuttal complaint filed with the Revdex.com regarding the monthly service charges assessed to your savings account. We appreciate the additional time you have taken to document your concerns regarding this matter. On behalf of the Bank, we would like to offer our sincere apologies for any inconvenience or frustration this situation may have caused you. However, we stand by our previous response letter sent to the above address on August 17, 2015. I have enclosed a copy of our previous written response for your review. Our position on this matter has not changed. 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 contact me directly 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 Enclosure: Previous Response

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

[redacted] Date: October 24, 2017 Regarding the Emails You Received Dear [redacted]: We received a copy of the follow-up complaint you submitted to the Revdex.com regarding emails you received for a Fifth Third Bank customer. We appreciate the time you have taken to document your additional thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused you. In our previous Letter dated October 3, 2017, we informed you that we updated our customer’s email address within our system so that you would no longer receive emails for her. However, after receiving your follow-up complaint, we determined that an additional update was needed. We spoke with the customer to ask her to make the additional update, and we confirmed that she did so on October 23, 2017. Therefore, you should not receive any additional emails from Fifth Third Bank for this customer. However, if you receive any further emails, please contact me at either number below, and I will be happy to assist you. Thank you for your patience while we conducted our additional research. If I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Elizabeth D.Office of the President Pc: Revdex.com

[redacted] Date: March 22, 2017 Account: [redacted] Regarding Your Mortgage Loan Dear [redacted]: We received a copy of the letter you sent to the Revdex.com concerning your mortgage loan. We appreciate...

the time you have taken to express your thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for any inconvenience 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 concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction. During our telephone conversation on March 15, 2017, I explained that your full or total monthly mortgage loan payment of $921.94 is due on first (1st) day of each month. Your loan has a payment grace period of fifteen (15) days. Although the loan payment is considered late if it is not received by the payment due date, as long as we receive your payment within the payment grace period, a late payment fee will not be assessed. Since your loan payment is considered late if your payment is not received by the payment due date, the loan is subject to collection activity when the payment is not received by the payment due date. Our Collections Department begins making calls to customers when a payment is not received by the due date. The Bank’s guidelines for contacting our customers allow for telephone calls seven (7) days a week from 8 a.m. to 9 p.m., including holidays. Our Collections Department may make several calls each day in an effort to inform you of the past due payment and to make payment arrangements with you. Calls from our Collections Department are a failsafe that Fifth Third Bank has put in place to make our customers aware of past due payments in an effort to help them avoid late charges and negative credit bureau reporting. They are certainly not intended to cause you any hardship or frustration. Also during our telephone conversation on March 15, 2017, I explained that you could stop calls from our Collections Department if you wish. To do so, please send a signed letter requesting a cease and desist. The letter must state that you would like Fifth Third Bank to cease and desist any further attempt to collect on your mortgage loan. You can send the letter to the following address: Fifth Third Bank Office of the President Attn: Adam P.5050 Kingsley Drive Mail Drop: 1MOCOP Cincinnati, Ohio 45263 Alternatively, you can request a cease and desist verbally by calling our Collections Department at ###-###-####, Monday through Friday, 8 a.m. to 9 p.m., ET, Saturday to Sunday, 8 a.m. to 5 p.m., ET. I also want to take this opportunity to ensure that you are aware that the Bank offers several payment options for making your mortgage loan payments. These options are outlined on your monthly mortgage loan statements. For your review and convenience, a copy of your mortgage loan statement dated March 14, 2017, is enclosed. Page two (2) of the enclosed mortgage loan statement outlines all of the payment options available. If you have any additional questions or concerns regarding your mortgage loan, please contact our Customer Service Department at ###-###-####, Monday through Friday, 7 a.m. to 8 p.m., ET. Alternatively, you may contact me directly at the telephone number provided in this letter and I will be happy to assist you. [redacted], thank you for your patience while waiting for a response. We truly value your business and we look forward to continuing our banking relationship with 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, Adam P.Office of the President Enclosure (1): Mortgage Loan Statement Dated March 14, 2017 2

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted] Date: February 15, 2017 Account: [redacted] Regarding Your Mortgage Loan Dear [redacted]: We received a copy of the complaint you recently filed with the Revdex.com. I also...

appreciated the recent opportunity to speak with you regarding your mortgage loan. You are a valued customer and I appreciate this opportunity to address your concerns. Per our telephone conversation, the Bank needed a copy of the Certificate of Insurance from your Condo Association in order to update your required insurance coverage amount. This request is being made to comply with newer investor guidelines. I did receive the copy of the Condo Association policy you mailed and our system records have been updated to decrease the required amount of homeowner’s insurance coverage to $299,000.00. While this is not as low as the previously required amount of $283,000.00, I hope that this provides a more positive resolution to your concerns. Please present this letter to your insurance agent to reduce the amount of homeowner’s insurance coverage you recently obtained. It is not our intention to cause you any hardship and I apologize for the inconvenience this matter has caused you. Please know that our executive management regularly reviews customer feedback as part of our commitment to improving our operations. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Alison S.Office of the President Pc: Revdex.com

[redacted] Date: September 11, 2017 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received a copy of your additional complaint filed with the Revdex.com (Revdex.com) regarding your...

checking account. We appreciate the time you have taken to express your thoughts and concerns. On behalf of the Bank, please accept my sincere apologies for any frustration you experienced regarding this matter. I attempted to contact you on September 6, 2017, regarding this matter. I am sorry that I was unable to reach you. We are continually working to ensure the funds from your deposits are available in a timely manner, while meeting all Federal regulations. The Federal Government establishes guidelines regarding the handling of deposits, which are in place to protect you, as the consumer, and the Bank from loss or possible fraud. On the day of your deposit, a combined $100.00 from all deposited checks is available immediately. The remaining funds will be made available on the next business day. Cash deposited into an account is immediately available. For deposits made on Saturday, Sunday or a Federal Holiday, the day of your deposit is the next business day. A business day is defined as Monday through Friday, excluding Federal Holidays. Deposits received after certain cut-off times may be credited as of the next business day. In some instances, we reserve the right to place a hold for a longer period of time on a deposit. The full amount of the deposit will not become available until the hold has ended. Availability of the funds will generally be no later than the seventh (7th) business day after the day of your deposit. On September 3, 2017, you made an $800.00 mobile deposit to your checking account. Please note that September 3, 2017, was a Sunday and September 4, 2017, was the Federal Holiday for Labor Day. As a result, the deposit made on September 3, 2017, was a deposit for the business day of September 5, 2017. Per our funds availability policy, $100.00 of the $800.00 deposit was available to cover transactions from September 3, 2017, through September 5, 2017. The remaining $700.00 from the deposit was not available for use until September 6, 2017. The beginning balance in your checking account on September 5, 2017, was $42.64. There was a total of $804.00 in deposits, which included the $800.00 Mobile Deposit and a $4.00 [redacted] direct deposit. As advised, $700.00 of the $800.00 was not available that day for use. As a result, the available balance on September 5, 2017, was $146.64. Seven (7) transactions totaling $778.17 posted to your checking account that day, resulting in an ending balance of negative ($631.53). One (1) transaction of $689.00 posted to the account with a negative balance. One (1) overdraft fee of $37.00 was charged the next business day on September 6, 2017. You mentioned that when you looked at your account, the balance was positive. Please note that the transaction that caused the overdraft was a $689.00 Automated Clearing House (ACH) transaction from [redacted]. ACH transactions do not utilize the debit card for authorization; therefore, they do not show as pending transactions on the account. Additionally, Fifth Third Bank posts transactions during the overnight hours. As a result, the account could show a positive balance during the business day, but if transactions come through to be paid that day and they are processed during our overnight hours, then the ending balance for that business day could be negative. Your checking account would have shown a positive available balance during the day on September 5, 2017. However, because the ACH payment you scheduled posted to the account during our overnight processing on September 5, 2017, before the full funds from your deposit were available, the ending balance for September 5, 2017, was negative and an overdraft fee was applicable. A copy of the overdraft notice is enclosed for your review. After reviewing your account, I confirmed that the $37.00 overdraft fee was assessed to the account per the Rules and Regulations applicable to the account. Because we have previously waived $74.00 in fees that were not due to Bank error, the representative in our Customer Service Department was unable to waive additional fees from the account if there was no Bank error involved. We certainly understand the distress you are experiencing related to Hurricane [redacted]. In the interest of customer service, I waived the $37.00 overdraft fee. It is our sincere hope that you are able to take refuge and remain safe during the storm. You mentioned a previous complaint that you submitted about overdraft fees. Per our previous correspondence, the previous overdraft fee was also assessed correctly per the Rules and Regulations. However, due to incorrect information you received from our Customer Service Department, we waived the overdraft fee as a Bank error. A copy of our previous response is enclosed for your review. While reviewing your account, I noticed that you opted in to Overdraft Coverage on August 31, 2017. Enclosed is a copy of the letter we sent to you confirming the selection. Overdraft Coverage allows the Bank to authorize one (1) time debit card transactions even if there are insufficient funds in the account. The transaction is then subject to overdraft fees. Enclosed is a document titled Fifth Third Overdraft Solutions for Consumers. Page fifteen (15) of the enclosed Rules and Regulations provides additional information about Overdraft Coverage. You can change your Overdraft Coverage preference at any time. You may also wish to consider using a transaction register to help keep track of the items that are going in and out of your account. Many customers find this beneficial because it helps to avoid overdrawing the account. Transaction registers are free at any Fifth Third Bank location. There are also several Mobile Apps available in the [redacted] Store and [redacted] that can help you track the items in your checking account if that would be more convenient to 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 H.Office of the President Pc: Revdex.com Enclosure: Overdraft Notice, Rules and Regulations, Previous Correspondence, Overdraft Coverage Notice

[redacted] Date: April 10, 2018 Account: [redacted] Regarding Your Mortgage Loan Account Dear [redacted]: We received a copy of your complaint filed with the [redacted] ([redacted])...

and the Revdex.com (Revdex.com) regarding your mortgage loan account. We appreciate the time you have taken to express your thoughts and concerns. On behalf of the Bank, please accept my sincere apologies for the frustration you experienced regarding this matter. Pursuant to the enclosed Mortgage, the servicer may take actions necessary to protect the lender’s lien interest in the real property securing the loan. One of the threats to the lien position is delinquent taxes that can result in a tax sale. Payment of delinquent taxes by the mortgage servicer ensures that the property is not sold to satisfy the delinquent taxes. In November 2017, we were notified that a delinquent Butler County tax bill remained unpaid. As a result, an escrow account was established to disburse the payment required to satisfy the delinquent taxes. As you may recall, we disbursed a $5,143.07 payment on November 29, 2017, to satisfy this delinquent tax obligation. Following disbursement of this payment, the escrow account had a deficiency of $5,143.07. The establishment of the escrow account to satisfy the delinquent tax obligation required an escrow account analysis, which established the monthly escrow payments needed to satisfy the deficiencies and fund the next anticipated county tax payment. The escrow analysis was completed on December 6, 2017. Pursuant to the enclosed 2017 escrow analysis, there was a $7,714.90 escrow shortage. The new monthly mortgage payment effective February 1, 2018 was $2,067.73. We received an escrow payment refund of $5,143.07 on February 6, 2018, from Butler County, which reduced the escrow shortage to $2,571.83. The escrow balance after receipt of the refund was zero (0). Our records do not reflect a request to remove the escrow account requirement following receipt of this payment. As a result, the monthly payment of $2,067.73 remained in place and we continued tracking the tax payments to pay from escrow. When the Bank is actively paying taxes from escrow, we pay the bill by the due date. We paid the next $2,076.19 tax bill on February 6, 2018. This decreased the escrow balance to negative ($2,076.19). We completed a corrected escrow analysis on February 16, 2018, which is enclosed for your reference. This analysis calculated an escrow shortage of $1,757.98. Spreading the shortage out over twelve (12) months changed the payment effective March 1, 2018, to $1,549.96. Your previous mortgage payment prior to the establishment of the escrow account was $1,057.44. We received a $1,057.44 payment on March 9, 2018. At the time, the account was past due for the $2,067.73 February 2018 payment. Because the payment we received was insufficient to cover the payment due, the funds were placed into an unapplied state. We sent the $1,057.44 back to you on March 27, 2018, to your address listed above. We received another $1,057.44 payment on March 30, 2018. Because the payment was insufficient to cover the $2,067.73 due for the February 2018 payment, the funds were placed into an unapplied state. If you submit the additional $1,010.29 needed to satisfy the $2,067.73 payment for February 2018, we can continue to hold the $1,057.44 currently held in unapplied funds to satisfy the February 2018 payment. If we do not receive the additional funds needed by April 13, 2018, the $1,057.44 held in unapplied funds will again be sent back to you. As of April 5, 2018, your account is past due for the $2,067.73 payment for February 2018, the $1,549.96 payment due for March 2018, and the $1,549.96 due for April 2018. Please note that if your account reaches one-hundred twenty (120) days delinquent, the Bank may pursue foreclosure proceedings. I confirmed that on March 13, 2018, you spoke to a representative in our Customer Service Department and you requested to speak to a supervisor. The representative connected you to a Bank employee named Chris. Please be advised that Chris is a supervisor and you were transferred to Chris correctly. Chris had spoken to you previously in December 2017 when you contacted the Bank about the taxes paid in November 2017. Chris was able to see the note he previously made in December 2017 concerning this prior communication, and he referred to this notation in his discussion with you. I am sorry for the difficulties you experienced while attempting to contact the Bank about your mortgage loan. You can request to have the escrow account deleted after submitting payment to cover the negative escrow balance. As of April 5, 2018, the balance owed to the escrow account is $2,076.19. When the escrow account balance is at least zero (0), you can submit your written request to the Bank to delete the escrow account. Please note, however, that the following requirements must be met to remove escrow that will be reviewed upon receiving your request. : ** The escrow does not pay Private Mortgage Insurance (PMI) ** The account is current with no thirty (30) day or more delinquencies in the last twelve (12) months ** The account must have a Loan to Value (LTV) below 80% ** The account must have a $0.00 or higher escrow balance ** The account must be current ** The account must not be a Good Neighbor Loan ** The loan cannot have originated on or after January 1, 2016, and be in a flood zone ** There may be additional stipulations per the signed loan contract As I have noted, this account is currently past due. The account has also been thirty (30) or more days late in the previous twelve (12) months. As a result, the request to remove the escrow account may not be approved. The signed request to delete escrow can be faxed to ###-###-####, or it can be sent to the following address: Mortgage Loan Servicing Madisonville Office Building 5001 Kingsley Drive Attn: Escrow Department MD 1MOBAH Cincinnati OH 45227 Please be assured that Fifth Third Bank does not receive incentive compensation for establishing escrow accounts. In addition, we utilize a nationally recognized vendor to track property taxes, as is the practice of many mortgage servicers. If a mortgage does not have an escrow account and the taxes and insurance continue to be paid by the due date, the Bank does not establish an escrow account as there are no delinquent tax payments that must be satisfied. The amount needed to reinstate your loan through April 27, 2018, is $7,515.84. A reinstatement quote is attached. If you are having difficulty making payments for the new monthly payment amounts, you may wish to submit an application for hardship assistance. Our Loss Mitigation Department can be reached at ###-###-####. Loss Mitigation is available to assist you Monday through Thursday from 8 a.m. to 7 p.m., ET, and Friday from 8 a.m. to 5 p.m., ET. We appreciate your patience while we researched this matter and apologize for any difficulties or concern you may have experienced. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Shawna H.Office of the President Pc: [redacted], Revdex.com Enclosures: Escrow Analysis (2), Mortgage, Master Mortgage, Reinstatement Quote

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.   Fifth Third did not address my complaint, they only explained why the overdrafts occurred which on my side is incorrect. I have attached the letter we received on March 18, 2017 where it states we have until 9:00PM that day to correct the overdraft. The fees I am complaining about were all fixed in the correct amount of time.  For example, on May 4th, I physically went online to my pay my car insurance with Farmers but Fifth Third is showing that I paid it the 3rd so I was given a fee. I didn't pay it the 3rd, I paid it the 4th. As stated in my initial letter, I tried to explain this to the customer service rep and they were rude and very unprofessional.
Regards,
[redacted]