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.  
Regards,
[redacted]

[redacted] Date: March 30, 2016 Account: [redacted] Regarding Your Mortgage Account Dear [redacted]: Thank you for contacting the Bank, regarding your Fifth Third Bank mortgage loan. We appreciate the time...

you have taken to express your concerns regarding this matter. Your comments expressing less than quality customer service are very concerning. We strive to provide accurate and professional services to our customers. Please be assured that I have contacted the relevant parties and expressed your dissatisfaction with the service you received at the [redacted] Banking Center. We have conducted an investigation of your claims that you were instructed not to make your mortgage loan payments by the [redacted] Banking Center, but were not able to substantiate your claim. Should your mortgage loan become past due, your account may be subject to late charges, property inspection fees, derogatory credit bureau reporting, and attorney fees. During that time, our Collection Department will attempt to notify you via mail and telephone. Our records confirm that our Collection Department attempted to contact you several times concerning the late payment for your mortgage loan account. Past due notices and mortgage loan statements were also mailed to the address on file from December 16, 2015 through February 17, 2016. The past due notices and mortgage loan statements are enclosed for your review. On February 19, 2016, you requested a payoff quote for this mortgage loan. The payoff quote for your mortgage loan had a good through date of March 1, 2016. I have enclosed a copy of this payoff quote for you records. On February 19, 2016, a letter was also mailed to the above address indicating that you should continue to make regular payments to avoid late charges and potential negative credit bureau reporting. I have enclosed a copy of the letter titled Important Information Regarding Your Mortgage Loan Payoff Quote for your records. Until the mortgage loan payoff posted to your account on February 26, 2016, you were still contractually obligated to make the monthly mortgage loan payment as outlined in the Note. I have enclosed a copy of the Note for your records. The call on March 1, 2016, was reviewed and no error was found in the information provided to you concerning the credit reporting dispute process. The Consumer Contact Center agent informed you that she submitted a request to have the delinquencies reported to the credit bureaus reviewed. We are very sorry if our attempts to explain the credit reporting dispute process during your telephone call with our Consumer Contact Center did not provide the level of detail you desired, or failed to fully address all of your questions and concerns. 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 correct 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] ###-###-#### 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, Elizabeth J.Office of the President Enclosures: Note, Past Due Notices, Mortgage Loan Statements, Payoff Quote, and letter titled Important Information Regarding Your Mortgage Loan Payoff 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.  I have spoken to my [redacted] company [redacted]. They received two checks from 5/3 for my home [redacted] payment in the month of July.  One on July 15, 2015 and one on July 21, 2015. This time frame was before the refinance on my house became final. [redacted] refunded one of them in August and 5/3 has shown me that they received that refund.The paperwork that 5/3 sent me in response to this complaint and on my telephone 5/3 app, shows that they paid my home owners [redacted] again on October 7th of 2015.Please look at my old mortgage account and the new one.  I believe you will see that the [redacted] for 2015/2016 was paid twice.It's a shame that I have to do all the detective work to find my answer.
Regards,
[redacted]

[redacted] Date: May 25, 2016 Account: [redacted] Regarding Your Fifth Third Bank Installment Loan Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com concerning...

your Fifth Third Bank installment loan. We appreciate the time you have taken to document your thoughts and concerns regarding our collection department. On behalf of the Bank, we would like to offer our sincere apologies for any inconvenience or frustration this matter may have caused you. It was not our intention to cause you any hardship, and we sympathize with the difficulties you have encountered regarding this account. Your installment loan is considered past due for payment if we do not receive your total monthly payment by the due date indicated on your contract. The final calendar day of your grace period for the loan is not considered the due date for your payment obligations. There is a ten (10) day grace period on the account, with a late charge assessed if the payment is not received prior to the end of the grace period. Should your loan become past due, your account may also be subject to derogatory credit bureau reporting. Please note that your installment loan is a simple interest loan, with interest accruing daily on the unpaid principal. When we receive your monthly payment, we first apply the funds to all of the interest that has accrued since your last payment. Then we apply the remaining funds to the unpaid principal balance. Your payment habits affect the amount of interest you pay over the life of your loan. If payments are not made according to the schedule in your installment loan note, then you may pay more in interest over the life of your loan. Because less of your payments were applied to the principal balance, there may be a larger final payment due to the additional accrued interest. Please find enclosed a copy of your installment loan payment history for your records. This reflects a variance in the amount of principal and interest paid each month depending on the payment date. On May 19, 2011, you agreed to a sixty (60) month term installment loan. Your first payment was due on July 3, 2011. Your loan maturity date is June 3, 2016. It should be noted, the Bank provides you with fifty-nine (59) coupons. The final payoff of the loan is unpredictable and unknown until the second to last payment is received. The Bank automatically sends out a final bill during the month prior to the maturity date. Once we have received the final payment for an installment loan, the lien for the vehicle will be released within ten (10) business days. Enclosed is a payment breakdown of the payments received for your installment loan. The payment breakdown shows the fifty-eight (58) payments you have made on your installment loan. The breakdown also indicates a principal balance of $849.73 remains on your loan. Furthermore, you have $81.37 in unpaid fees on the installment loan. For your records, your loan payoff as of May 25, 2016, is $934.96. This payoff includes the principal balance, fees, and unpaid interest on the loan. Please note, there is an additional $0.11 interest accruing daily. If after your review the enclosed documents you find that the account is incorrect, please forward details regarding the incorrect information to the following address: Fifth Third Bank 5050 Kingsley Drive Mail Drop: 1MOCOP Cincinnati OH 45263 Alternatively, you can fax this information to my attention directly at ###-###-####. If you would like to contact the credit bureaus directly, their contact information can be found below: [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### We value your relationship with Fifth Third Bank and appreciate the opportunity to respond to this matter. If I could be of further assistance to you, please call me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Patrick S.Office of the President PC: Revdex.com Enclosures: payment breakdown, payment history, security agreement

[redacted] Date: June 2, 2016 Account: [redacted] Regarding Your Fifth Third Bank Installment Loan Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com...

regarding your installment loan. We appreciate the time you have taken to express your clients concerns regarding this matter, and we sympathize with the difficulties you have experienced. We have completed our review of the payment history reporting on your credit report for your installment loan. Our review determined that the information provided to the credit reporting agencies is accurate. 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 correct prior negative reporting. On May 5, 2006, the Bank approved your application for an installment loan, using your [redacted] as collateral. I have enclosed a copy of the security agreement and payment history for your car loan. The first payment on your installment loan was due August 3, 2006. Your loan was a seventy-five (75) month loan, with a maturity date of October 3, 2012. Please use your payment history as verification the last payment received for your installment loan was made on January 7, 2010. On May 31, 2010, the loan was charged off and sent to our collection department. The charged off principal balance on your installment loan was $8,642.31. The Bank tries to offer solutions to our customer’s whenever possible. Therefore the charge off recovery team may be willing to discuss a possible settlement in regards to your installment loan. In order to discuss a settlement offer you will need to contact the Recovery Department at ###-###-####. A representative is available Monday through Friday 8 a.m. to 5 p.m., ET. It should be noted that when an account is charged off, fees and interest may be billed to the account. As of June 1, 2016, the payoff amount of the installment loan is $13,286.36, with a $1.90 per diem. If you would like to contact the credit reporting agencies directly, their contact information can be found below: ** Equifax ###-###-#### ** Experian ###-###-#### ** TransUnion ###-###-#### ** Innovis ###-###-#### We appreciate your patience while we conduct our research. If you should have additional questions concerning this matter, please contact me at ###-###-#### or toll-free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Patrick S.Office of the President PC: Revdex.com Enclosure: Payment History, Security Agreement

[redacted] Date:      February 19, 2016 Accounts: [redacted], [redacted] Regarding Your Essential Checking Account and Platinum Credit Card Dear [redacted]: We received a copy of the additional complaint you filed with the Revdex.com concerning your Essential Checking account and Platinum Credit Card. We apologize for any frustration this may cause you. However, the Bank stands by the previous responses conveyed to you on September 9, 2015, and February 11, 2016. Our position on these matters has not changed. For additional clarification, an ACH request must include the correct routing and account numbers to ensure it is applied to the correct account. Without the correct routing and account numbers, we are unable to determine which account the request belongs to. We are unable to verify student status based off of direct deposits that are received to the account and per Bank policy, we require all students to show a valid student ID to maintain their student banking benefits. You also mentioned a concern for the $11.00 monthly service fee. As previously mentioned, there will be no monthly service charge if you maintain a combined monthly average balance of $1,500.00. For the statement period of January 22, 2016, through February 19, 2016, your average account balance exceeded $1,500.00, therefore, the account was not assessed a monthly service charge. We also reviewed your request to close the Essential Checking account ending in [redacted]. Because the account is not at a zero balance, we are unable to complete the request. If you wish to transfer the funds to an account at another financial institution, you may initiate this external transfer of funds on 53.com. Once the account is at a zero balance, you may contact our Customer Service Department at ###-###-####, Monday through Friday, 7 a.m. to 8 p.m., ET, and Saturday 8:30 a.m. to 5 p.m., ET. If you are unable to bring the account balance to zero, you may visit your local banking center to close the account. You also mentioned the Goal Setter Savings account ending in 2735 is at a zero balance; however, it should be noted we have not received a request to close this account. If you wish to close the savings account, please contact our Customer Service Department for further assistance. I am sorry for any additional frustration this may cause you. Thank you for your patience while we researched this matter for you. If I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. April Q. Office of the President Pc: Revdex.com

We have reviewed the additional rebuttal submitted by [redacted] and we feel that she has not provided any new information in this newest complaint.We have already responded to this customer twice and we stand by our previous responses.Thank you,Lisa S.| Fifth Third Bank Consumer Resolution Specialist| Office of the President

[redacted] Date: August 30, 2017 Account: [redacted] Regarding Your Mortgage Loan Dear [redacted]: Thank you for contacting the Bank and the Revdex.com regarding your mortgage loan. We appreciate the...

time you have taken to express your thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for any inconvenience 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. We completed a review of the mortgage loan account ending in [redacted]. As you are aware, the spring tax payment was not taken into consideration when the escrow information was calculated at your loan origination. We regret the difficulties and frustration this matter has caused you. We assure you that we have closely reviewed and corrected this information in our internal systems. On April 21, 2017, Fifth Third disbursed $1,074.70 from your escrow account to pay the taxes due for May 10, 2017. As previously communicated to you, because of this matter, the Bank credited your escrow account for the $1,074.70 on July 20, 2017. Although we sympathize with the frustration this matter has caused you, we are not willing to accommodate either of your requests to decrease the monthly payment amount or reimburse you for the loan closing costs. We feel that the compensation in the amount of $1,074.70 is sufficient to reverse any negative impact you may have experienced as a result of this matter. For your information, the monthly payment amount is currently $1,232.32, which includes $984.29 for principal and interest and $248.03 for escrow. Please be advised that your escrow account will be analyzed each year to make sure that the escrow portion of your monthly mortgage payment covers your property taxes and insurance. Thank you for your patience while waiting for a response. If I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, April Q.Office of the President Pc: Revdex.com

[redacted] Date March 7, 2018 Account: [redacted] Regarding Your [redacted] Account Dear [redacted]: We received a copy of the complaint you recently filed with the Better Business...

Bureau (Revdex.com) regarding the late fee that was received on your [redacted] account. Please be assured that Fifth Third Bank takes your feedback seriously, and I appreciate the time you have taken to communicate your thoughts and concerns. On behalf of the Bank, please accept my sincere apologies for any frustration this matter may have caused you. We have reviewed the $35.00 late payment fee that was charged to your account on January 9, 2018, and found that this fee was charged correctly. We deeply regret any misunderstanding which may have occurred, however there is not a grace period for credit card products. Although no bank error occurred, this fee was waived on your account in the interest of customer service on March 6, 2018. I have enclosed the current Fifth Third Bank Card Agreement for your records; please note that this discloses that a late fee is charged when the minimum payment is not paid by the payment due date. Also enclosed are your account statements that were sent on December 12, 2017, and January 12, 2018. The statement sent on December 12, 2017 reflects that a payment in the amount of $35.00 was due by January 9, 2018. The statement sent on January 12, 2018 reflects that the payment in the amount of $200.00 was received on January 12, 2018. Additionally, your comments expressing less than quality service you received are very concerning. We strive to provide an exceptional experience to our customers with each interaction, and I am sorry we did not meet your expectations. I also want you to know that customer feedback is reviewed with our senior and executive management teams as part of our ongoing commitment to improving our operations. [redacted], I appreciate this opportunity to address your concerns and thank you for your patience while waiting for a response. If I could be of further assistance to you, please contact me directly at ###-###-#### or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Sarah S.Office of the President Pc: Revdex.com Enclosures: Fifth Third Bank Card Agreement Bankcard Monthly Statement (2)

[redacted] Date: May 13, 2016 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received a copy of your complaint filed with the Revdex.com, regarding your checking account...

ending in [redacted]. We appreciate the time you have taken to express your concerns regarding this matter. We are very sorry if our attempts to explain the Overdraft Coverage policy during your telephone calls with our Consumer Contact Center did not provide the level of detail you desired, or failed to fully address all of your questions and concerns. I understand your frustration when this situation occurred and I am sorry for any inconvenience this matter may have caused you. We strive to offer our customers products that are convenient and beneficial while remaining competitive within the industry. Some checking accounts have the Overdraft Coverage option, which allows a customer to complete a one-time debit card transaction or Automated Teller Machine (ATM) withdrawal even if there are insufficient available funds in the account to cover the full amount of the transaction. Our records indicate that you accepted Overdraft Coverage for ATM transactions and one-time debit card transactions on January 28, 2016. A letter confirming your acceptance of Overdraft Coverage was mailed to you at the address on file at that time. For your records, I have included a copy of this letter. On April 15, 2016, the balance in your checking account was $0.18. Four (4) items totaling $18.64 posted to the account that day, creating an ending balance of negative ($18.46). Due to non-sufficient funds four (4) overdraft fees totaling $100.00 were assessed and posted the following business day. The ending balance was negative ($118.46). An overdraft notice was mailed to the address above to notify you of the overdraft occurrence and the overdraft fees assessed. On April 18, 2016, the balance in your checking account was negative ($18.46). The overdraft fees totaling $100.00 and three (3) items totaling $29.79 posted to the account that day, creating an ending balance of negative ($148.25). Due to non-sufficient funds three (3) overdraft fees totaling $111.00 were assessed and posted the following business day. The ending balance was negative ($259.25). An overdraft notice was mailed to the address above to notify you of the overdraft occurrence and the overdraft fees assessed. On April 22, 2016, you opted out of Overdraft Coverage. Therefore, any debit card purchases and ATM withdrawals are declined when there is not enough money in your account, and as a result, will not be charged an overdraft fee for these types of transactions. However, Overdraft Coverage for checks and Automated Clearing House (ACH) electronic payments comes standard to your checking account. If there are insufficient funds in your account when these types of transactions are processed, your checks and electronic payments will be returned unpaid, and are still subject to overdraft fees. For your records, I have also included a copy of this letter. Electronic payments do not show as pending against the account during the day because they are not preauthorized like debit card transactions. Because checks and electronic payments do not have a preauthorized timestamp, these types of transactions are processed at the end of the business day. On May 5, 2016, the balance in your checking account was $0.00. One (1) web initiated payment totaling $24.18 posted to the account that day, creating an ending balance of negative ($24.18). Due to non-sufficient funds one (1) overdraft fee of $37.00 was assessed. The ending balance was negative ($61.18). An overdraft notice was mailed to the address above to notify you of the overdraft occurrence and the overdraft fee assessed. It was not our intention to cause you any hardship, and we sympathize with the difficulties you have encountered regarding this account. On May 9, 2016, a total of $37.00 in overdraft fees was waived. In the interest of customer service, we waived an additional $37.00 in overdraft fees on May 11, 2016. However, we are not willing to reverse all of the overdraft fees assessed as you have requested. To prevent an overdraft situation, you have the ability to review your account at an ATM , on our website at 53.com, or by calling our Customer Service Department at ###-###-####. If the account becomes overdrawn, we also send you an overdraft notice that includes a detailed breakdown of the day’s transactions. For your convenience, I have also enclosed a reference guide titled Fifth Third Overdraft Solutions. This guide provides additional information related to the overdraft fees that we assessed to your account. We also offer ways to track your balance and manage accounts to help avoid overdraft fees on your accounts in the future. The guide also explains Overdraft Protection, which is different from Overdraft Coverage. Overdraft Protection is the service you mentioned that allows you to link another Fifth Third account to your checking account to transfer funds to cover transactions when there are insufficient funds in your checking account. We sincerely hope this information will help you understand the Bank’s position going forward and resolve your needs. 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, Elizabeth J.Office of the President Enclosures: Overdraft Coverage Notices and Overdraft Solutions

[redacted] Date: December 18, 2017 Account: [redacted] Regarding Your Platinum MasterCard Dear [redacted]: We received a copy of your complaint recently filed with the Revdex.com (Revdex.com), regarding your...

recent experience when paying your Platinum MasterCard account. Fifth Third Bank takes your feedback seriously, and I appreciate the time you have taken to communicate your thoughts and concerns. On behalf of the Bank, please accept my sincere apologies for any frustration this matter may have caused you. In researching your concerns, we found that after you had discussed this matter with a member of our Customer Care Team, the interest charges and late fees were reversed on November 21, 2017. I have also confirmed that an update has been sent to the credit reporting agencies to request they remove the late marks which posted to this account associated with the August payment error. Please allow approximately thirty (30) days for the credit reporting agencies to process this update. Additionally, I have confirmed that the card has been closed and will report as Closed at Customer’s Request. If you would like to contact the credit reporting agencies directly, their contact information is below: [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### We strive to provide professional and accurate service to our customers and I regret that the service you received did not meet that same high standard. Customer service is of the utmost importance to all of us at Fifth Third Bank and we appreciate your feedback as it assists us in identifying problems in an effort to continuously improve the service we provide our customers. Please be assured that we have contacted the relevant parties to express your dissatisfaction with the service you received and passed on your concerns. [redacted], I appreciate this opportunity to address your concerns and thank you for your patience while waiting for a response. If I could be of further assistance to you, please contact me directly at ###-###-#### or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Sarah S.Office of the President Pc: Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   Regards,
[redacted] Sorry I agree with the results, but not the way it was handled. I had to call the bank on Wednesday 8/24/2016 to find out what was going on. I explain to the man on the phone this has gone on to long he said they could not figure out what happen and was going to give me the money. I told him it wasn't the money it was the principal. I told him that I talk to several representatives who told me different stories what happen they need to hire people that do not lie along with corporate to save their as. This has made me angry how this had to come down to this point and for them to send a response like this is ridicules, this is not a good consumer company that needs people business. I will keep the account open until further notice.Thank you

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted]Problem: First, this banking institution, which just bought our mortgage from a reputable and competent mortgage company, is operating at a level of incompetence and chaos I've never seen in any business dealings in my entire life. Back in November, we tried to pay our mortgage online, like we always have with any other mortgage company without issue, and kept getting error messages saying that the payment could not be processed. We checked our account the next day to verify no payment had, in fact, gone through, and none had. We tried to pay again online and again, received the same error messages. We checked our account the next day and again, no payments had processed. We tried again that third night, and after receiving the same error messages, decided to check our account in the morning and just try to call. Lo and behold! I checked our accounts and two payments had gone through, overdrawing our account and causing a slurry of overdraft fees behind it. We did NOT authorize multiple payments and had not planned for a double mortgage payment to come out of our accounts. I called and spoke to 3 different representatives, explaining the whole situation all three times, asking for a supervisor and finally being told that the error couldn't be corrected for at least 10 business days and that IF they say fit to refund the extra payment, it would take 25 days!!! I called again and asked to speak directly to whoever the highest person in the chain of command was and again, after another 35 minutes on the phone, during my work day, I was told that there was nothing that could be done and that it was also highly unlikely that the investigations department would even refund the additional payment at all!!! Are you kidding me?!? I filed a complaint and then received a message from Sarah S., at the Office of the President of 5/3rd Bank. She asked me to send her the screenshots of the error messages and apologized and said she would try her hardest to get that money back to us by the following week (an entire week after the incident took place). By Monday, she had managed to have that extra payment refunded and offered to take care of subsequent overdraft fees that were a result of the few hours I was unaware that our account was overdrawn. My bank is awesome and in lieu of my outstanding history with them, and complete lack of EVER bouncing a check or overdrawing my account, decided to take care of all of those fees themselves. I called Sarah to thank her for help, not realizing that the original issue on the back end on their side of technology had yet been resolved, and thinking this was a one off incident. WRONG. When we tried to make our next mortgage payment online, we got different error messages saying that they couldn't accept our payment. We took screen shots of each attempted payment and subsequent error message and called Sarah again. I explained that yet again, we were not able to make payments because of an issue on their end regarding their online payment system. She said she would get a "ticket" going and asked for those screen shots, which my husband sent to her. She then informed me that she could not figure out why we were not able to make payments because she wasn't seeing the error messages. I tried to make a payment while on the phone with her and got the exact same error message as before. I told her what the message said and she said my bank must be blocking the payment. I got off the phone with her, went to the bank, waited and sat down with a representative who not only looked to make sure there were no holds or blocks regarding payments to 5/3 Bank, but also showed me all 3 screens to verify with my own eyes that there was not any single or complex issue regarding payments on my, or my bank's end. I called Sarah back to let her know the issue still is on 5/3rd's side and not ours. She said she was confused and had spoken to someone in their IT department who also said they couldn't find any issues, even though, clearly they exist or we wouldn't be in this situation in the first place. She then said that I could send the mortgage payment directly to her and she would handle it herself. That was on December 5th, and the check was at the post office that evening. Meanwhile, we start getting daily phone calls from the collections department claiming that they have received no payment. We explained the situation and the representative, who incidentally could barely speak the English language, said that they couldn't do anything and would have to transfer us to their supervisor. My husband was at work, with clients waiting, but had to explain the whole situation again. The representative said that they would look into it and make a note on our account. Apparently, they didn't, because the harassing calls kept coming. Each time, my husband would explain that he had already explained this to two or people the previous day and that he was at work and for the representative to call Sarah directly instead of harassing him over nothing AT WORK. Yeah, that didn't work either. I called Sarah on the 12th, and explained that we were getting harassing calls multiple times a day, and asked if she'd received our check, which incidentally, was addressed to her directly with her direct mail drop box number on the envelope. She said she had and that she had sent it on to the proper department. What she didn't mention was that instead of depositing it herself or finding some other way to take care of this horrendous situation in the most efficient manner possible, that she instead put it another envelope to mail to the building next door. She said she "took care of it" on the 12th, yet every single day, including a phone call at 7:36am on a Saturday, my family's ONLY day off together, we get multiple harassing phone calls, usually from someone with a very thick Indian/Pakistani accent, who won't accept our explanation and tell us to wait while they transfer us to someone else. I called Sarah that Sunday and left a message on her voicemail that this harassment needs to stop and immediately. She called back and that's when she told my husband that the payment has yet to process, and that she mailed it to the building next door to be processed. Additionally, my husband had spoken to her previously about the harassing phone calls and she said that she put a note into our account to stop the calls. Either that was not the case, or yet again, one department of 5/3rd has no idea what the other departments are up to, because we are still receiving 2+ calls a day and now they are even threatening to report to the credit reporting agencies, have accused us of being in default of our mortgage and are generally getting nastier and nastier as each day passes. The representative my husband spoke to last week, you know, when he accepted one of the three harassing phone calls that day while he was at work, was actually able to speak and understand English clearly, patiently listened to the saga as my husband explained it, and said that he would also put a note on our account to not call anymore. His name was John, and he was honestly, one of the first representatives that has called us that was pleasant to deal with and seemed to grasp the gravity of this situation. Too bad that note didn't go through either because the calls have continued on, 2 or more a day, weekends and evenings included, ever since. Today is December 22. They still have not processed or received our payment, the one we sent directly to the Office of the President him/herself over 20 days ago. Sarah said that their online system won't take our payments anymore and that we could continue to send them to her, which makes no sense since she can't seem to take care of payments herself or walk the payment to the building next door to make sure the situation is handled then and there. I included a note with our payment that I mailed to her asking for an old fashioned payment booklet that mortgage companies used to send out before everything went to electronic payment so that we could mail our own payments in directly with a payment stub attached so there would be no confusion or delays in accepting our payments. Yeah, that's not an option either. She then suggested making a payment over the phone and calling my bank to put a stop payment on the other check since they don't know what happened to it. What?!? So now I am supposed to spend another $31 to stop a payment that they can't manage to process because of the horrendous amount of incompetence on THEIR end? AND, the last representative that called to harass me also said they were going to report me to the credit reporting agencies as being in default on my mortgage, which is so completely unacceptable to me that I cannot even wrap my head around it. So, here we are. December 20. 20 days I have been trying to just pay our mortgage. 15 days of 2+ harassing phone calls a day. Over 30 hours of telephone time, trips to my bank, time I've had to cancel and rearrange my schedule to finish up phone calls, time my husband has had to walk away from clients to explain over and over again why no matter how hard we try, we cannot get 5/3rd Bank to just process our payments. But, we decided to pay the cancel check fee and try to pay by phone, like Sarah mentioned. Yeah, well surprise! We cannot do that either!!! They informed my husband that they can't take the debit card payment over the phone so he called and asked for the bank [redacted]ing and account numbers. I gave them to him and SURPRISE SURPRISE SURPRISE they won't take that payment either!!! Are you kidding me?!?!?!?!?!?!?!?!?!?!? He is now calling Sarah on the phone directly, not that that will solve anything if given her previous track record, to see how on God's green Earth we are supposed to make payments if: 1. Their online payment system has glitches that give you error messages saying your payment cannot be processed. 2. Then their online system, after telling you it can't process a payment, goes ahead and takes the liberty of taking multiple payments in one day. 3. The bank tells us it will take over 25 days to get a refund IF they decide it is warranted, which to quote a representative "is very unlikely to happen anyway." 4. The Office of President cannot handle our payment even when it is sent directly to them. 5. We cannot pay by debit card over the phone. 6. We cannot pay by check over the phone. 7. They will not send us a payment booklet with our account and mailing address of the department which handles payments directly since their entire online payment system is bunk. What are we to do?!? I've never EVER experienced this level of sheer incompetence, sheer lack of concern of problems that are solely the company's own problems with their own IT systems (telephone, and online), sheer lack of follow through, unwarranted harassment from their collections department and am a complete and utter loss for how to proceed. If I had any say, I would find a way to get our loan back to ANY OTHER MORTGAGE COMPANY ON THIS PLANET, because at this point, I have not one ounce of patience or wisdom left for how to deal with this company going forward. All we want to do is pay our mortgage, on time. Why is that so hard?!? I am completely over being LIED to, about our payment being handled, about the harassing phone calls stopping, and about us being the only people that get these error messages online or by phone. Out of the thousands of unfortunate people that ended up with 5/3rd as their mortgage loan holders, how on Earth are we the only ones to have these difficulties?!? Incidentally, Sarah also told me that after receiving the screen shots of the error messages, that their IT team had yet to figure out what the problem is, which is yet another unacceptable answer.Desired Outcome: I would like to have an outcome that included an easy way to make our monthly mortgage payments online or by phone, on time, without jumping through a gazillion hoops that don't end up with being able to pay our mortgage anyway. I would also like to be immediately reimbursed for the "stop payment fee" I had to put on the check I mailed to Sarah over 20 days ago, which she received, but apparently never made it the building NEXT DOOR.

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 transaction was NOT authorized. I went up to the counter at this restaurant with my bill and credit card hoping they would do the right thing and not charge me. The person at the counter had said I needed to "take this up with the server." I had regrettably left my debit card with the bill on the counter. While I was gone she ran the card. The card transaction was NOT authorized. In fact I spacificly told her I was going to dispute the charge. The restaurant did later offer me a gift card however we are not interested in coming back to this restaurant. There were 5 people with me; we all had something different --and all of use refused to eat it. I have no faith we will like anything else there. A gift card back to the restaurant is not a refund. Moreover this complaint has to do with the bait and switch tactics of Fifth Third bank. Fifith Third baits people via there website which clearly says they are protected EVEN IF they do not like a product and the merchant refuses to take the item back. Then in the fine print they create a loop hole so they don't need honor their commitments. I am a former TV reporter. I've worked on consumer stories with the Revdex.com in the past. I've spoken with a good friend of mine, [redacted] who does consumer reporting in my area for [redacted]. I spoke with him tonight. After seeing what is advertised on Fifth Thirds website and now the refusal to assist he is interested in doing a story on my experience. Usually when incidents like this are thrust into the court of public opinion bad faith practices get corrected really fast. I'm sure once this is on TV, Fifth Third will change their position on the matter. 
 
Regards,
[redacted]

[redacted] [redacted]Date: December 14, 2015 Account:     [redacted]Regarding Your Mortgage LoanDear [redacted] [redacted]: We received a copy of the complaint filed through the Revdex.com by your wife on November 4, 2015 concerning the...

refinance of your mortgage loan.  We appreciate the time she has taken to document your thoughts and concerns regarding this matter.  We are responding to you as you are the only account holder listed on the original mortgage loan.We strive to provide professional and accurate service to our customers and I regret that the service you received did not meet that same high standard.  Customer service is of the utmost importance to all of us at Fifth Third Bank and we appreciate your feedback as it assists us in identifying problems in an effort to continuously improve the service we provide our customers.  Please be assured that we have contacted the relevant parties to express your dissatisfaction with the service you received and passed on your concerns.We empathize with the difficulties you encountered with your application for the refinance of your mortgage loan.  Therefore, in the interest of customer service, we have refunded the $350.00 application fee that you previously paid.    I appreciate this opportunity to address your concerns.  On behalf of the Bank, please accept my sincere apology for any inconvenience or concern that this matter may have caused you.   If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET.Sincerely, Carolyn G.Office of the President Pc: Revdex.com

[redacted] [redacted] [redacted] Date: April 4, 2018 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com regarding your checking...

account. We appreciate the time you have taken to document your thoughts and concerns. 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. We have completed a review of your account ending in [redacted]. Our records indicate that your credit card ending in 4875 is linked to your checking account as Overdraft Protection. As you stated in your complaint, when there are insufficient funds in your checking account to cover the posted debit(s), Overdraft Protection will automatically transfer funds from your credit card to your checking account. This transfer occurs at the end of the Business Day and each transfer is assessed a fee of $12.00, rather than each item incurring an overdraft fee of $37.00. I have enclosed your Overdraft Notice dated February 26, 2018, which details the most recent Overdraft Protection transfer, for your review. Please note that an Overdraft Protection transfer will only occur if there are sufficient funds in the Overdraft Protection portion of your credit card account. I have enclosed our Deposit Account Rules and Regulations, which explain on page sixteen (16) that sufficient funds available for Overdraft Protection transfers on a credit card is determined by the available credit limit and the available cash advance limit. Your credit limit, available credit, cash limit, and available cash amounts are listed on each statement for your credit card ending in 4875. I have enclosed your statement dated February 24, 2018, which explains that your credit limit is $3,500.00, your cash limit is $1,750.00, and your available cash limit was $34.00. I have also enclosed your statement dated March 24, 2018, which explains your available cash amount was $0.00. In addition, please find enclosed your Overdraft Notice dated February 28, 2018, which explains that although you have Overdraft Protection, there are insufficient funds in the account and therefore a transfer did not occur. We have also reviewed your concerns regarding same day notifications when an overdraft occurs. Account alerts, including available balance alerts, transaction alerts, and low balance alerts, are available through 53.com and can be sent via email or text message. You may enroll or edit your alerts on 53.com under Alerts, then Manage Alerts. Please note that while transactions such debit card purchases are deducted from your available balance at the time of the purchase, debits such as online bill payments or checks are collected at the end of the Business Day and post during overnight processing. As a result, we are unable to provide an updated account balance until the following day. You may also want 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 your account. For your convenience, I have enclosed a transaction register, but please know that 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. Lastly, we have reviewed your request to reverse the overdraft fees that have been assessed to your account ending in [redacted] since February 26, 2018. Our review determined that overdraft fees totaling $37.00 were reversed on October 20, 2017, and additional fees totaling $74.00 were reversed on March 21, 2018, in the interest of customer service. As we have been unable to locate any errors with the fees that have been assessed since February 26, 2018, we are not willing to waive additional fees at this time. We regret any difficulty this may have caused you. As of March 30, 2018, your account is negative and overdrawn in the amount of ($990.17). The account has been overdrawn since March 15, 2018. Please be advised that if the account remains at a negative balance for more than fifty-five (55) days, we may close the account. In addition, the overdrawn account may be reported to [redacted], a consumer reporting agency for deposit accounts and the account may be referred to a third party for collection efforts. Thank you for your patience while we researched this matter for you. If I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Jennifer M.Office of the President Pc: Revdex.com Enclosures: Deposit Account Rules and Regulations, Overdraft Notices, Statements, Transaction Register

Hi [redacted] did send me a recording from 2010 which I was finally able to listen to. It does not support his and the customer’s claims as they think it does, and regardless it would not have changed our ultimate response. I am doing a bit more digging which I hope will help them understand, and I will give him or the customer a call tomorrow. This has been quite frustrating to get the customer and [redacted] to understand. I will keep you posted. Thank you, Elizabeth D. | Fifth Third BankCustomer Care Team Specialist II Phone ###-###-#### Fax ###-###-#### Email [redacted]

Revdex.com:
While I appreciate the response from Fifth Third Bank and the credit to our account, 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.  We never received any of the letters sent by Fifth Third Bank notifying us of the added insurance placed on the vehicle without our knowledge.  We physically walk into the bank each month to make our payments and we were never told about the additional fees that were added onto our account.  Even though we did have insurance on our vehicle the entire time.  We tried providing proof of insurance from our old policy from [redacted], but it was not accepted by Fifth Third Bank.  We have no access to any online account to view our loan since we do not physically have a checking and/or savings account through Fifth Third.  Perhaps this would have alleviated our issues if we could have viewed our loan details online and seen the additional charges right away it would not have come to this. We feel this is not up to current industry standards in 2017, we should be able to access our account online at any time.When we called the Repossession Department we were told that it needed to be paid in cash, but we had no idea they really wanted us to pull over $1000+ in cash out of our account and walk it into the Fifth Third Bank branch.  This process also seems to very outdated and downright dangerous. It seems like the cashier's check or money order could have been a valid option, but neither of these were brought up.  Throughout this entire process everyone but the local branch contact was very difficult to deal with and added unnecessary stress to an already stressful circumstance. Even the local branch contact had issues with internal contacts when trying to assist us.We did receive a credit of $1469 for overpayment from Fifth Third Bank which shows that they were in error when reviewing our account. We are still trying to recover for having to pay this large amount of money at one time, and then in turn we're told that we overpaid.  So you can imagine our feelings toward Fifth Third Bank and this whole ordeal. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
As of today, July 21st, we have yet again been a witness to how your bank services its clients. My husband, Larry [redacted], received a phone call from Fifth Third stating they have not received our check. The check was sent July 10th after we tried to make a payment over the phone and was told we could not. Please listen to this recording. Matter of fact, please listen to all of them. If you do, you will hear each of your employees telling us a different story every time we've called. We've sent two checks both of which we have copies and forwarded one to you and "you have not received them." Had you received and processed the check properly that was sent prior to my due date, none of this would have occurred. The check you processed in the 24th is the original check we sent prior to our due date. Please explain how it takes at least three weeks for you to get and process a payment. If you had fixed the issues when I brought them to your attention, the payoff amount you issued to our bank, would have been correct and I would not be making EXTRA payments. If the business would have handled it properly without making countless mistakes, we would still have the loan with you. Our bank states it is illegal for you to with hold the lean release after you have cashed the payoff check. Not only are you tarnishing my credit and my husbands, but you are affecting our bank. I will not be sending you another check since I've sent several and it seems to be there is an error within your processing system. If you feel the need to take this further, be my guest. I will contact the creditors myself and fight it. Oh and please Google Fifth Third reviews... This isn't just a problem that has happened once. Revdex.com I would be glad to send you all information I have so this matter is resolved not only for me but others as well.
Regards,
[redacted]