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PROCORPSA Reviews (2444)

[redacted] Date: March 21, 2016 Account: [redacted] Regarding Your Fifth Third Bank Installment Loan Dear [redacted]: We received your follow up to our initial response to your complaint filed with the Revdex.com, concerning your installment loan title. We appreciate the time you have taken to express your concerns regarding this matter. As we mentioned in our previous response, on March 3, 2016, the Bank sent your title to your updated address. I have enclosed a copy of that response for your records. Our research confirmed the title was sent through the United States Postal Service. If you have not received your title, please contact me at the number below. I will be happy to assist in contacting the collateral department at that time. I hope this correspondence cleared up any outstanding questions you had related to this issue. If I could be of further assistance to you please contact me directly at [redacted], 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: Prior Response

When I spoke with a customer service service representative with Fifth Third Bank, I was asked to contact my bank to assist me in contacting the corporate office as it relates to my Access 360 Debit Card which has been blocked without my knowledge or approval to assist me in having g the block...

removed and my funds released. I contacted my Fifth Third Bank location I opened my account and do business at [redacted] ###-###-####, speaking with the manager Mary and asked her to please assist me with this matter as it is of concern to me which she said she would and call me on my phone by the end of the business day. Unfortunately, I never heard from Mary, again.I would appreciate it if I was contacted by Mary as promised as she said she was going to look in to the matter and help me.

[redacted] Date: February 20, 2018 Account: [redacted] Regarding Your Vehicle Installment Loan Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com concerning your vehicle...

installment loan. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused you. Please be assured we have researched this matter fully, and passed on your concerns to the relevant parties at 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 customer satisfaction. As you may already be aware, your loan contract states that you agree to have physical damage insurance covering loss of or damage to the vehicle for the term of the contract. It also states that if you do not have the required insurance, then the Bank may purchase physical damage insurance and advise you of the charge you must then pay. When the cost of an insurance policy is added to the loan, the monthly payment is increased. I have confirmed that our Insurance Service Center issued letters to you on October 31, 2017, and November 21, 2017, advising that we did not have evidence of insurance on file and that we would purchase a policy if we did not receive evidence of insurance. Copies of the letters are enclosed. Since we did not receive evidence of insurance, we purchased an insurance policy on your behalf. The cost of our insurance policy was $3,263.00, and was added to your loan on November 21, 2017. Since our insurance policy was added to your loan, the monthly loan payment increased from $482.10 to $844.66, effective with the payment that was due on December 26, 2017. On December 26, 2017, we received your loan payment of $844.66. On December 29, 2017, the Bank received evidence of insurance so the insurance policy that we purchased was canceled and removed from the loan at that time. When the force-placed insurance policy was canceled, the loan was adjusted accordingly, which is why the payment due on February 26, 2018, is $95.43. The additional funds that we received to pay the force-placed insurance policy were used to make a portion of the $482.10 payment due on February 26, 2018. This is why we only need a payment of $95.43 to satisfy the February 26, 2018, payment. When we discussed this matter on February 5, 2018, you indicated that you did not want the $362.56 sent back to you since the funds were re-applied and used to make part of the payment due on February 26, 2018. During our telephone conversation at that time, I also explained no additional interest was paid on the loan since interest is only applied to the principal balance owed on the loan and interest was not applied to the force-placed insurance policy that was added to the loan. Also during our telephone conversation, I explained that Auto BillPayer would only take the $95.43 payment that is due on February 26, 2018. [redacted], you are a valued customer of the Bank and it was certainly not our intention to cause you any hardship. 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 PC: Revdex.com Enclosures (2): Insurance Service Center Letters

[redacted] [redacted] [redacted] [redacted] Date: May 11, 2016 Account: [redacted] Regarding Your Revdex.com Complaint Dear [redacted] [redacted]: We have received your complaint from the Revdex.com, regarding your mortgage loan...

account. We appreciate the time you have taken to express your thoughts and concerns regarding this matter. On behalf of the Bank, I apologize for the difficulties you have experienced. It was certainly not our intention to cause you any undue hardship or frustration. I was unable to verify an application for hardship assistance since December 2015 and after further review of your accounts, there is no indication that we previously advised you to stop making payments during that time, or any record advising that your account could be placed on hold or frozen for credit bureau reporting. Currently your account is thirty (30) days past due for the April 1, 2016, payment and that information will be reported to the credit bureau as we are unable to withhold reporting for your account. Please be advised, I have reviewed your account and found that you do qualify for a courtesy fee waiver of $30.89 and that has been waived on your account and no further fees are available to be waived. To avoid additional fees and credit bureau reporting you would need to continue to make your payments by your due date each month. Additionally, should you require a payoff for your mortgage account please call ###-###-####, you can received a verbal payoff by entering the pound (#) key and full account number followed by the last four (4) digits of your social security number to access the mortgage loan automated menu and select payoff, or you may opt to speak with a customer service agent who would be able to assist you as well. We appreciate your patience while we researched this matter and apologize for any inconvenience this situation 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, Shannon K. Office of the President

[redacted] Date: January 27, 2016 Account: [redacted] Regarding Your Essential Checking Account Dear [redacted]: We received a copy of the letter you sent to the Bank and the complaint you filed with the...

CFPB regarding the overdraft fees associated with your Essential Checking account. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for any inconvenience 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. As part of my research into the issues you have experienced, I contacted Rebecca B., Retail Personal Banker at the Fifth Third [redacted] BankMart. I want to assure you that, when this matter was brought to her attention, she properly escalated your concerns to the relevant parties at the Bank. I have confirmed that when you initially opened your accounts with the Bank in April 2015, you opened a Goal Setter Savings account, which cannot be used for overdraft protection. When you spoke with Rebecca in May, she changed your account type to a Relationship Savings account per your request. However, the account was not properly linked to your checking account for overdraft protection until your latest request on January 5, 2016. Since you state that overdraft protection was not established when you requested it, on January 22, 2016, $148.00 in overdraft fees was reversed by Danielle Z., at the Fifth Third [redacted] BankMart. I reviewed your overdraft history and determined that in addition to the $148.00 in overdraft fees that have been reversed by Danielle Z., we will reverse an additional $62.00 in overdraft fees. This should fully account for the difference in fees you would have been charged if overdraft protection had been properly set up on your account in May 2015. The enclosed table shows the instances where the balances in your savings account would have been sufficient to cover the account overdrafts, in which case you would have been charged the $12 per day overdraft protection fee versus the $37 per occurrence overdraft fee. For your convenience, also enclosed is a reference guide titled Fifth Third Overdraft Solutions that provides additional information related to the overdraft fees that were assessed to your account and ways to track your balance to help avoid overdraft fees in the future. Information regarding overdraft coverage 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. Please note that Fifth Third Bank’s Mobile Banking is provided as a convenience to our customers. We do not have the ability to show all pending transactions in real time in mobile or online banking. As indicated in the enclosed copy of the Bank’s Digital Services User Agreement, to which you agreed when you enrolled in Fifth Third’s Mobile Banking, this service is provided on an “as-is” and “as-available” basis and the Bank does not make any warranties or representations that you will have continuous or uninterrupted access to this service. Additionally, Fifth Third Bank does not warrant the accuracy, adequacy, or completeness of the information and materials contained on our website which can be accessed through Fifth Third Mobile Banking. Furthermore, the Bank expressly disclaims liability for errors and omissions in the material and information contained on our website which can be accessed using Fifth Third Mobile Banking, and the Bank is not liable for any delay, difficulty in use, or inaccuracy of information contained on our website which can be accessed using Fifth Third Mobile Banking. For more information, please refer specifically to page, eleven (11) through page thirteen (13) of the enclosed copy of the Bank’s Digital Services User Agreement. As is also disclosed in the Digital Services User Agreement, any deposits using mobile deposit made before 8 p.m., ET., will be considered deposited the same business day. Up to $100 of the total of your check deposits for the business day made will be immediately available. For any deposits made after 9 p.m., ET., up to $100 of the total of your check deposits will be immediately available to cover any items that may post to your account that evening. The deposit transaction will be reflected on your statement as occurring on the following business day. For more information, please refer specifically to pages four (4) and five (5) of the enclosed copy of the Bank’s Digital Services User Agreement. Per Fifth Third Bank’s Rules and Regulations, a copy of which is enclosed for your convenience, transactions that post to your account are processed in the following order: ? Credits and deposits made prior to the end of day cutoff time (according to our Funds Availability Policy) ? Time stamped ATM and debit card transactions in the order they took place ? All other debits, including checks and electronic bill payments, in the order of highest to lowest amount ? Fees and service charges. For more information, please refer specifically to page twelve (12) of the enclosed copy of the Bank’s Rules and Regulations. [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, Adam P. Office of the President PC: Revdex.com Enclosures (4): Digital Services User Agreement; Rules and Regulations; Fifth Third Overdraft Solutions; Table

Date Sent: 9/2/2015 7:06:14 PM[redacted] Date: September 2, 2015 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received a copy of your additional complaint 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. As stated in our previous correspondence dated August 18, 2015, online bill payments that are scheduled via 53.com and paid electronically, can be cancelled or modified up to two (2) days prior to the scheduled payment date by 4:00 p.m. ET. Online bill payment paid by check can be cancelled or modified up to four (4) days prior to the scheduled payment date by 4:00 p.m. ET. On July 28, 2015, the following bill online payments were scheduled to be posted to your checking account with an effective date of July 30, 2015: [redacted] $414.00 [redacted] $319.08 [redacted] $142.88 [redacted] $102.63 [redacted] – Monthly Service $93.35 [redacted] – Eastern Region $23.53 On July 30, 2015, the beginning balance for your checking account was $0.88. The six (6) online bill payments noted above totaling $1,095.47 posted to your account. Therefore, your ending account balance was negative ($1,094.59). Due to insufficient funds, six (6) overdraft fees totaling $222.00 were assessed to your account and posted the following day. We sympathize with the difficulties you have encountered regarding your checking account. As a result, overdraft fees totaling $150.00 were reversed and credited back to your checking account on August 10, 2015 in the interest of customer service. Therefore, our position on this matter has not changed and we are not willing to reverse any additional overdraft fees at this time. [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 [redacted] Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Danielle S. Office of the President Pc: Revdex.com

Fifth Third Bank has previously responded to and addressed all concerns. At this time we have no additional response or information to add. Thanks. Adam P.Consumer Resolution SpecialistFifth Third Bank | Office of the President5050 Kingsley Dr.MD 1MOCOPCincinnati, OH 45263

Just as you stand by your response to my concern, so do I. I just want to reiterate that the issue was resolved by my own efforts - there was no support from your end.
Thanks,
[redacted]

[redacted] Date: March 25, 2016 Account: [redacted] Regarding Your Mortgage Loan Dear [redacted]: We received a copy of your complaint submitted to the Revdex.com concerning your ability...

to make partial payments on your mortgage loan. 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. Full monthly payment amounts are required before we can post a monthly payment to the mortgage loan. If we do not receive the total payment amount that is due on the mortgage loan, then any funds that we receive will post to the account in an unapplied state. We regret that we do not currently offer a program for customers to make bi-weekly payments on their account. However, this is something that the Bank is developing, and we hope to be able to offer this service in the near future. We apologize for any inconvenience this may cause in the meantime, but do encourage our customers to make extra principal payments to their mortgage on their own schedule to save on the term length and interest paid over the life of the loan. Please feel free to either reach out to me with the phone number below with questions or speak to your personal banker for a full financial review and savings ideas. Per your request, due to the inability to make a partial payment option unavailable to you, we have researched the ability to return the $360.00 to you that had posted to an unapplied state on your loan. Unfortunately, we have found that the funds have been reapplied, and have posted to the principal of your loan. Once additional funds are received that totals the payment amount due April 1, 2016, please contact the Bank to have these amounts combined to make the full payment that is due. We deeply regret any inconvenience this may cause. Should you wish to have the funds returned to you in the form of a check, please contact me with the information below. Upon request of this check, the funds will be sent to you within ten (10) days, and will be sent via standard mail. To make your future payments automatically each month we suggest enrollment in Auto BillPayer, our convenient alternative to either mailing in or making an online monthly payment. Auto BillPayer will automatically transfer your monthly payment from your non-Fifth Third Bank checking account to your mortgage loan at no additional charge. Auto BillPayer makes your total mortgage loan payment on time each month, preventing the added cost of a late charge. If you are interested in enrolling in Auto BillPayer, please contact Auto BillPayer toll free at ###-###-####, Monday through Friday, 8 a.m. to 5 p.m., ET. Additionally, your comments expressing less than quality service you received when attempting to make a partial payment at the branch 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 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. It is a well-known fact that no business can survive without its customers, and we look forward to continue serving your financial needs in the future. If I could be of further assistance to you, please call me at [redacted], or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Sarah S.Office of the President Pc: Revdex.com

[redacted] [redacted] [redacted] Date: March 1, 2018 Account: [redacted] Account: [redacted] Regarding Your Essential Checking Account Dear [redacted]: We received a copy of the follow up complaint you filed with the Revdex.com. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused you. However, the Bank stands by the response conveyed to you in our previous letter dated February 13, 2018. Our position on this matter has not changed. I have enclosed a copy of that letter for your convenience. 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.Enclosure: Previous Response

[redacted] Date: July 29, 2015 Account: [redacted] Regarding Your Mortgage Account Dear [redacted]: We received a copy of the complaints you filed with the Consumer Financial Protection Bureau and the Revdex.com regarding your account with...

the Bank. We appreciate the time you have taken to express your thoughts and concerns regarding this matter. On behalf of the Bank, I apologize for any difficulties or concern you may have experience due to the servicing transfer of your account. It was certainly not our intention to cause you any hardship or frustration. We have confirmed that we received the payment you original made to [redacted] and applied to your account on July 1, 2015. Please be assured that no late fees were assessed to your account due to the delay. Additionally, on July 24, 2015, we put in a request to the credit reporting agencies to remove the delinquency that was reported for the June 2015 payment. However, it is necessary to allow up to thirty (30) days for this information to be reflected on your credit report. If you would like to contact the credit bureaus directly, their contact information can be found below: [redacted]            ###-###-#### [redacted]          ###-###-#### [redacted] ###-###-#### [redacted]             ###-###-#### The next payment due on your account is August 1, 2015, for $1,123.88. In addition to your monthly mortgage statement, you may want to consider enrollment in Auto BillPayer. Auto BillPayer will automatically transfer monthly payments from a non-Fifth Third Bank checking account to your mortgage loan at no additional charge, which is less than the cost of a postage stamp. Many of our customers appreciate the convenience of Auto BillPayer that eliminates the need of check writing or mailing your payments. Auto BillPayer also ensures that your total payment is made on time each month preventing the added cost of a late charge. Should you have additional questions regarding Auto BillPayer, please contact us at ###-###-####.[redacted], we appreciate your patience while we researched this matter and apologize for any inconvenience this situation 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,Monica J.Office of the PresidentPc: Consumer Financial Protection Bureau Revdex.com

Fifth third bank has still not refunded the $80.00 for the transaction.

Fifth Third Bank is refusing to give me my money back because they have a signed receipt. I finally saw the receipt and it is FORGED! 100% NOT MY SIGNATURE! Not even close! And they accepted it as mine and will not return my money! Also, the man cannot say what I bought, as I didn't buy anything after my 40.00 purchase! All he says is 5,000 pesos. 5,000 peseos is more like 270.00...The $254.15 is an amount made up by him. I swear on my grandmother that I did NOT PURCHASE 5000 peseos...I bought one item for $40.00, as did my friend. After the 40.00 on my statement, there was a 2nd for $254.14. I immediately knew it wasn't mine and warned my friend. He added charges on to her account too! This man is stealing from visitors! My friend got her money back! But my bank is accepting this forgery! ...HE FORGED MY NAME! Please please help me! I can show you it's not mine! I beg you to help get my money! This bank is stealing from me!

[redacted] Date: November 3, 2016 Account: [redacted] Regarding Your Fifth Third Bank Mortgage Loan Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com regarding...

your mortgage loan payments. We appreciate the time you have taken to express your concerns regarding this matter, and we sympathize with the difficulties you have experienced. We strive to provide quality service to all of our customers, and I am sorry for your unsatisfactory experience during your previous attempts to resolve this matter. Please be assured we have researched this matter fully, and passed your concerns on to the relevant parties within the Bank. On December 31, 2014, you agreed to a thirty (30) year mortgage for your property located at [redacted]. Please find enclosed a copy of your Note, payment history, and initial escrow disclosure. You mentioned a concern for the escrow account established for the loan. Please note the original escrow disclosure did not include your homeowner’s insurance premium and the property taxes were estimated on the value of the land. As detailed on the initial escrow disclosure that was provided to you at your loan closing, the following payments were scheduled from the escrow account: ** September 1, 2015, [redacted] payment of $229.42 ** December 1, 2015, [redacted] payment of $187.28 On November 24, 2015, the Bank mailed your annual escrow analysis indicating an escrow shortage of $6,363.50. In error, your this statement indicated your annual [redacted] premium was due on a monthly basis. Therefore the escrow shortage amount was incorrect. You notified the Bank of your concerns regarding the escrow analysis statement. On December 18, 2015, the Bank mailed you a corrected escrow analysis statement. I have enclosed a copy of both notices for your records and convenience. The notice dated December 18, 2015, provided you with three (3) options on how to satisfy your escrow shortage. Option one (1) allowed you to spread the shortage over twelve (12) months and your monthly mortgage payment would increase to $2,144.27. Pages three and four (3-4) indicate the reason for the escrow shortage. Please note the projected amounts of tax and insurance payment of $1,050.61, compared to the actual amount of tax and insurance payments $6,173.05. Your mortgage loan payment is due the first of every month. Your mortgage loan has a fifteen (15) day grace period. Your grace period does not change your mortgage loan due date; however, the Bank will not assess a late charge to your mortgage loan provided the payment is made within the fifteen (15) day grace period. We have reviewed your calls to the customer service department regarding your August 1, 2016 payment. Our research determined the customer service representative correctly informed you that your Auto BillPayer payment could be scheduled anytime inside your grace period. Our review of your calls to the Customer Service Department did not indicate you were told your due date had been changed. We do apologize for any misunderstanding you had regarding this matter. Our review of the payment history for your mortgage loan indicated you are enrolled in the Auto BillPayer service. Auto BillPayer is authorized to make your mortgage payment from your deposit account within your fifteen (15) day grace period. If your payment is returned, the Auto BillPayer department will attempt to make your payment a second time. Auto BillPayer will not attempt a third withdrawal if your first two (2) payments are returned. On August 1, 2016, an Auto BillPayer payment was processed from your checking account ending in [redacted]. There were not insufficient funds in your account and this payment was reversed at the end of business on August 2, 2016. On August 2, 2016, you contacted the Customer Service Department and requested for this payment to be returned to your checking account. The Customer Service Representative correctly informed you that the payment had been processed, and they were unable to return your payment. However, as mentioned above, the funds were not available in your checking account and the payment was reversed. The payment was processed again on August 2, 2016; however, the payment was returned on August 3, 2016, due to insufficient funds in your checking account ending in [redacted]. Please find enclosed a copy of your checking account statement dated August 19, 2016. Please use the enclosed statement as verification of the Auto BillPayer payments and reversals. The Bank received and processed your mortgage payment on August 30, 2016. This payment satisfied your mortgage payment due on August 1, 2016. The Bank received a payment of $2,000.00 on September 30, 2016, and a $144.27 payment on October 7, 2016. The two (2) payments combined to satisfy your mortgage loan payment due September 1, 2016. This payment was received more than thirty (30) days past the due date, and was reported to the credit reporting agencies as past thirty (30) days late. Please use this letter as verification that your mortgage loan payment due October 1, 2016, has not been satisfied. In the interest of customer service, and to provide you with a more manageable mortgage payment, we have contacted the escrow department and spread your remaining escrow shortage over the next twenty-four (24) months. Please use this letter as verification that your mortgage payment beginning with your payment due November 1, 2016, will be $1,635.85. The Customer Service Department has processed two (2) late fee reversal requests on your mortgage loan. The two (2) fee waivers of $50.35 posted to your mortgage loan account on October 19, 2016, and October 21, 2016. On September 30, 2016, during your conversation with the Customer Service Department you requested to speak with our Homeowner’s Assistance Department. Please find enclosed a copy of the Homeowner’s Assistance packet mailed to you on October 3, 2016. If you have any questions regarding your loan modification options, please contact our Customer Care Specialists at ###-###-####. Our Customer Care Specialists are available Monday, 8 a.m. to 7 p.m. and Tuesday through Friday, 8 a.m. to 5 p.m., ET. We strive to provide professional and accurate service to our customers, and I apologize for any inconvenience this may have caused you. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Patrick S. Office of the President

Regarding [redacted] rebuttal: We believe we have addressed her concerns in our prior two responses (attached).  I have also attached the customer’s own dispute document for the Revdex.com review.  The customer has not provided any new information. Unfortunately, this is a civil matter between [redacted] and her attorney. The Bank has no dispute rights in this scenario. Customer received service from the attorney. Pat S.Customer Care Team SpecialistFifth Third Bank | Office of the President[redacted]

[redacted] [redacted] [redacted] Date: June 21, 2016 Account: [redacted] Account: [redacted] Regarding Your Fifth Third Bank Mortgage Loans Dear [redacted]: We received a copy of the follow up complaint you filed with the Revdex.com regarding your mortgage loan. We appreciate the time you have taken to document your thoughts and concerns regarding this matter, and we sympathize with the difficulties you have experienced. Your original complaint was filed on May 25, 2016. We received your follow up complaint on June 14, 2016. However, we stand by the response conveyed to you in the previous letter sent on June 13, 2016. I have enclosed a copy of our prior correspondence for your review. Our position on this matter has not changed. As mentioned in our original response, an escrow account was established for the mortgage loan ending in [redacted]. The initial escrow disclosure indicated the first scheduled escrow disbursements as follows: ** A disbursement for [redacted] on July 1, 2016, in the amount of $1,087.46 ** A disbursement for [redacted] on November 1, 2015, in the amount of $1,627.00 On June 16, 2015, the Bank received and posted your mortgage payment of $924.70 to your mortgage loan ending in [redacted]. After processing this payment, the principal balance on your mortgage loan was $130,480.74 and your escrow balance was $2,035.86. On June 25, 2015, the Bank processed a payoff request as part of your internal refinance. I have enclosed a copy of the payoff quote for your records. It should be noted, because this was an internal refinance, the escrow account balance was deducted from your payoff amount. The payoff amount as of June 25, 2015, was $128,996.15, with interest accruing at $15.64 per day. The payoff quote was good until July 5, 2015. The Bank placed a hold on your mortgage loan for the duration of the payoff quote. The reason for this hold is to ensure no payments are made from your escrow account, which could result in an escrow shortage. As mentioned on page two (2) of your payoff quote: Escrow may continue to be disbursed until a payoff is received. Escrow balances may not be deducted from the payoff amount unless so noted on this quote. If the remittance is less than the amount required to payoff the total amount due, we will deduct the deficiency from the escrow account. If there is no escrow account or insufficient funds in the escrow account, the payoff cannot be processed until the deficiency is received. The Bank did not receive your payoff by July 5, 2015. On July 7, 2015, the Bank issued a check from your escrow account to pay your [redacted]. The amount of the check was $1,240.90. The remaining balance in your escrow account was $794.96. On August 5, 2015, the Bank mailed you the enclosed letter titled Important Information about your Mortgage Escrow Account. Please use this letter as verification that your homeowner’s [redacted] was paid from this escrow account.  On July 10, 2015, the Bank received and processed your $129,061.35 payment to pay off your mortgage loan. It should be noted, the escrow payment on July 7, 2015, resulted in a shortage on the payoff amount for your loan ending in [redacted]. The escrow shortage amount was -$1,225.26. On July 16, 2015, the Bank was notified that the [redacted] payment would be returned; therefore, the Bank processed a $1,240.90 credit to your mortgage loan ending in [redacted]. This credit satisfied the payoff shortage, and a check for $15.64 was mailed to you on July 20, 2015. This check resulted in a zero ($0.00) balance in your mortgage loan ending in [redacted]. Enclosed please find a copy of the HUD settlement statement for your internal refinance. Please note page two (2) which indicates a payment of $1,087.46 was collected by the title company. This payment did not satisfy the full premium for your homeowner’s [redacted]. Our research confirmed that your [redacted] provider, [redacted], received three (3) payments for your 2015-2016 policy term. [redacted] confirmed the $1,087.46 payment was applied to your auto [redacted] policy, and on August 12, 2015, they issued a refund check in the amount of $549.41 to you. As mentioned in paragraph three (3) of this letter, the Initial Escrow Statement for your new mortgage loan ending in [redacted], did not account for a payment to your homeowner’s [redacted] in 2015. However, as mentioned above, the payment collected at your loan closing was not enough to satisfy your homeowner’s [redacted] premium. Therefore, a payment from your escrow account was sent on July 10, 2015, to pay your homeowner’s [redacted]. This payment satisfied your homeowner’s [redacted] premium. On August 21, 2015, [redacted] provided a refund for the overpayment of your [redacted] in the amount of $1,240.90. This refund incorrectly posted to the mortgage loan ending in [redacted]. On October 7, 2015, the funds were transferred to offset the credit previously provided to your mortgage loan ending in [redacted]. I hope this correspondence cleared up any outstanding questions you had related to this issue. 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 contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Patrick S. Office of the President PC: Revdex.com Enclosure: Prior Response, Payoff Quote, Escrow Letter, HUD

[redacted] Date: May 26, 2017 Account: [redacted] Regarding Your Mortgage Loan Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com concerning your...

mortgage loan. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for any inconvenience 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. Your regularly scheduled mortgage loan payment of $3,229.34 is due on the first (1st) day of each month. Your regularly scheduled monthly mortgage loan payment of $3,229.34, as is indicated on your monthly mortgage loan statement dated March 10, 2017, was due on April 1, 2017. On May 10, 2017, we received your payment of $3,229.34, which satisfied the payment due on April 1, 2017. Since this payment was received after the fifteen (15) day payment grace period, a late charge of $98.53 was assessed and posted to the loan on May 10, 2017. Additionally, since that payment that was due on April 1, 2017, was received thirty (30) or more days after the payment due date of April 1, 2017, the late payment was reported to the credit reporting agencies. In your complaint, you stated that you previously contacted the Bank and submitted a request to have your mortgage loan payments automatically drafted from your non-Fifth Third Bank checking account. Specifically, during our telephone conversation on May 19, 2017, you stated that your previous request to have your mortgage loan payments automatically deducted from your non-Fifth Third Bank checking account was submitted by telephone when you previously contacted the Bank to schedule a one-time Automatic Clearing House (ACH) payment to be deducted from your non-Fifth Third Bank checking account. As part of my research into this matter, I reviewed your telephone calls with our Customer Service Department. When you previously contacted the Bank’s Customer Service Department, there were no requests from you to have your mortgage loan payments automatically deducted from your non-Fifth Third checking account. An overview of the calls you had with our Customer Service Department is provided in this letter. On February 14, 2017, you contacted the Bank’s Customer Service Department. At that time, you requested a one-time ACH payment of $3,212.49 to be deducted from your non-Fifth Third Bank checking account. The payment was processed and posted to the loan on February 14, 2017. There was no request from you at that time to have your mortgage loan payments automatically deducted from your non-Fifth Third Bank checking account. On February 16, 2017, you contacted the Bank’s Customer Service Department regarding a payment issue with your mortgage loan. At that time, you explained that you made a loan payment on February 14, 2017, and that the following day there was a payment of $3,300.00 that had also posted to your mortgage loan. You explained to the employee assisting you at that time that you would contact the paying Bank to resolve the payment issue. On February 22, 2017, the payment of $3,300.00 was reversed and returned to the paying bank. There was no request from you at that time to have your mortgage loan payments automatically deducted from your non-Fifth Third Bank checking account. On February 20, 2017, you contacted the Bank’s Customer Service Department and requested online access to your mortgage loan on our website at 53.com. The employee you spoke with assisted you with establishing online access to your account. There was no request from you at that time to have your mortgage loan payments automatically deducted from your non-Fifth Third Bank checking account. On March 10, 2017, you contacted the Bank’s Customer Service Department for more information regarding the payment issue you recently experienced. The employee assisting you appropriately addressed your concerns regarding the payment issue. The employee also assisted you, per your request, in scheduling a one-time ACH payment of $3,300.00. On March 10, 2017, your payment of $3,300.00 was processed and posted to your mortgage loan per your request. There was no request from you at that time to have your mortgage loan payments automatically deducted from your non-Fifth Third Bank checking account. We have completed our review of the payment history reporting on your credit report for your mortgage loan. Since our review determined that the information provided to the credit reporting agencies is accurate, as is explained in this letter, we are unable to accommodate your request to correct the negative reporting of the account to the credit reporting agencies. The Bank is required by law to report accurate information to the credit reporting agencies. Furthermore, the Bank can only submit a request to the credit reporting agencies to correct negative reporting of an account if the negative reporting of the account resulted from an error made by the Bank. Since the negative reporting of the account was not due to an error made by the Bank, we are unable to remove the late payment that was reported to the credit reporting agencies for the April 2017 payment being received thirty (30) or more days late. We regret any frustration this may cause you If you would like to contact the credit reporting agencies directly, their contact information can be found below: ** Equifax ###-###-#### ** Experian ###-###-#### ** TransUnion ###-###-#### ** Innovis ###-###-#### In the interest of customer service, and because we empathize with the issues you have experienced, on May 24, 2017, I reversed the late payment fee of $98.53 that was assessed and posted to your mortgage loan on May 10, 2017. As was explained to you during our telephone conversation on May 24, 2017, to enroll in the Bank’s automatic bill payment service called Fifth Third Auto BillPayer, you can call Fifth Third Auto BillPayer at ###-###-####, Monday through Friday, 8 a.m. to 5 p.m., ET. Auto BillPayer will automatically transfer monthly payments from a non-Fifth Third checking account to your mortgage at no cost to you. During our telephone conversation you requested that I follow up with Auto BillPayer to ensure that is a properly set up after you call Auto BillPayer. Please be assured that I will ensure Auto BillPayer is properly set up after you have called and established your mortgage loan be paid using our Auto BillPayer service. Once I have confirmed that Auto BillPayer has been established, I will provide you with a follow up telephone call verifying that Auto BillPayer has been properly set up per your request. Please note that you will receive a letter from Fifth Third Auto BillPayer confirming that Auto BillPayer has been established. Please also note that you should continue making your loan payments until your mortgage loan statement indicates that the loan will be paid by Auto BillPayer. On August 16, 2016, your telephone number of ###-###-#### was updated in our systems per your request. This is the current telephone number that we have on file for you. During our telephone conversation on May 19, 2017, I confirmed with you that the telephone number we have on file for you is correct. If you ever need to change your contact information, please call our Customer Service Department at ###-###-####, Monday through Friday, 7 a.m. to 8 p.m., ET, Saturday 8:30 a.m. to 5 p.m., ET. When your mortgage loan payment is past due, you may receive calls from our Collections Department. I have confirmed that, when your loan payment was past due, you did not receive any calls from our Collections Department. Although you may receive calls from our Collections Department when your loan payment is late, our Collections Department is not required to call you. I have confirmed, however, that the Bank did send written notice to you when the loan was past due for payment. The notification letter was sent on April 14, 2017. A copy of the notification letter is enclosed for your review and convenience. Your mortgage loan payments are current as of May 24, 2017. Your next mortgage loan payment of $3,327.87, as is indicated on your mortgage loan statement dated May 10, 2017, is due on June 1, 2017. For verification of the payment history on your mortgage loan, please find the enclosed copy of your mortgage loan payment history. I have also enclosed copies of your monthly mortgage loan statements for the period from February 14, 2017, to May 10, 2017. 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 PC: Revdex.com Enclosures (6): Letter Dated April 14, 2017 Statements Loan Payment History

Although the offer that the customer mentions is a legitimate offer from the Bank, it is not the offer that we sent to the customer. From my letter to the customer dated September 21, 2017: From April 24, 2017, to July 21, 2017, the Bank sent several promotional credit card offers to existing and prospective customers of the Bank. Some of the promotional offers were only sent to existing customers of the Bank, and some of the promotional offers were only sent to prospective customers of the Bank. The promotional offer for a $350.00 cash bonus awarded as 35,000 rewards points that you mention in your complaint letter, was only sent to prospective customers of the Bank; the offer was not sent to existing customers of the Bank. I have confirmed that, as an existing customer of the Bank, the $350.00 cash bonus offer was not sent to you. The promotional offer you received and accepted when you applied for a Fifth Third Bank [redacted] credit card on June 29, 2017, was the offer for a cash bonus of $100.00, awarded as 10,000 rewards points on the card, after spending at least $1,500.00 on the card within ninety (90) days of the account opening date. Since you spent at least $1,500.00 on your credit card within ninety (90) days of account opening, your account was provided with 10,000 rewards points on August 17, 2017. On August 25, 2017, you redeemed a total of 10,000 rewards points for two (2) $50.00 statement credits to your account. The two (2) $50.00 statement credits to your current account are shown on your current account statement, a copy of which is enclosed for your review and convenience. Please accept my sincere apologies for any issue you experienced when you previously contacted the Bank regarding this matter. We strive to provide professional, courteous, and accurate service to our customers and we regret if this has not been your experience. From my letter to the customer dated September 29, 2017: As was explained to you in my letter dated September 21, 2017, a copy of which is enclosed for your convenience, from April 24, 2017, to July 21, 2017, the Bank sent several promotional credit card offers to existing and prospective customers of the Bank. Some of the promotional offers were only sent to existing customers of the Bank, and some of the promotional offers were only sent to prospective customers of the Bank. The promotional offer for a $350.00 cash bonus awarded as 35,000 rewards points was only sent to prospective customers of the Bank; the offer was not sent to existing customers of the Bank. I have confirmed that, as an existing customer of the Bank, the $350.00 cash bonus offer was not sent to you. The promotional offer you received and accepted when you applied for a Fifth Third Bank [redacted] credit card on June 29, 2017, was the offer for a cash bonus of $100.00, awarded as 10,000 rewards points on the card, after spending at least $1,500.00 on the card within ninety (90) days of the account opening date. Since you spent at least $1,500.00 on your credit card within ninety (90) days of account opening, your account was provided with 10,000 rewards points on August 17, 2017. On August 25, 2017, you redeemed a total of 10,000 rewards points for two (2) $50.00 statement credits to your account. The two (2) $50.00 statement credits to your current account are shown on your account statement. For your review and convenience, I have enclosed copies of your account statements from June 29, 2017, to September 20, 2017. Your [redacted] Credit Card was opened on June 29, 2017. According to your account statement for the period from June 29, 2017, to July 20, 2017, there were purchases on your card totaling $1,631.63. The date that at least $1,500.00 was spent on your credit card was July 17, 2017. Although the promotional offer you received stated that the 10,000 bonus rewards points will be added to the credit card within six (6) to eight (8) weeks after at least $1,500.00 is spent on the credit card, this does not mean that it definitely takes that long for the rewards bonus points to be added to the credit card. In some instances, the bonus rewards are provided sooner. In your specific case, the rewards bonus points were provided before six (6) weeks had passed from the date that the spend requirement was met on July 17, 2017. Six (6) weeks from July 17, 2017, was August 28, 2017, and the 10,000 bonus rewards points were added to the card on August 17, 2017. Although it is our sincere desire to assist you, the Bank did not send you the promotional offer for a $350.00 cash bonus awarded as 35,000 rewards points. Therefore, your credit card will not be provided with 35,000 rewards points. We regret any frustration this might cause you.  From my letter to the customer dated October 13, 2017: As was explained to you in my letter dated September 29, 2017, although it is our sincere desire to assist you, the Bank did not send you the promotional offer for a $350.00 cash bonus awarded as 35,000 rewards points. Therefore, your credit card will not be provided with 35,000 rewards points. We regret any frustration this might cause you. Although we regret if you received inaccurate information when you previously contacted the Bank regarding this matter, since you did not receive the promotional offer from the Bank for a $350.00 cash bonus rewarded as 35,000 rewards points, your credit card will not be provided with 35,000 rewards points. This is because the Bank could only provide the 35,000 rewards points to you if that was the promotional offer that was sent to you and accepted by you. However, since you were not sent that offer, your credit card will not be provided with 35,000 rewards points. The Bank considers this matter closed. Since the Bank considers this matter closed, the Bank will not respond to any future correspondence from you regarding this matter.

[redacted] [redacted] [redacted] Date: October 19, 2016 Regarding Your Recent Mortgage Loan Applications Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com regarding your recent mortgage...

loan applications. We appreciate the time you have taken to express your concerns and for bringing this matter to our attention. 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. On June 2, 2016, Michael R., Mortgage Loan Originator, submitted your mortgage application for a purchase. There were a number of issues which caused delays in the application process. The loan sat in a pending state until July 5, 2016, when you provided the requested documents (i.e. tax returns) to the mortgage loan originator. During this period of time, Mr. R. was contacted by the mortgage loan processor requesting updates on the necessary documents. The sales contract received from you was not dated, which caused a delay in the ordering of an appraisal. In the commitment letter sent to you on July 18, 2016, you were provided stipulations necessary for a full approval of your mortgage application. One of the conditions was verification of the earnest money paid to the seller in March 2013. The initial appraiser assigned to this application could not complete their report because of the Bank not receiving the sales contract. Upon receipt of the sales contract, a new appraisal company was hired to perform a new appraisal. It should be noted the Bank was informed that the original appraiser was not available at the time of the Bank’s second request. On September 7, 2016, the Bank received the appraisal report which indicated repairs were needed prior to clearing the collateral and the application. The repairs were “Prep and paint flaking surfaces on the exterior”, and because the property was built prior to 1978, there was the possibility of lead paint. The locations needing repair were the windows, trim and the exterior siding in certain areas. Also, because this application was entered as a purchase, a new application was needed to refinance the land contract. I have enclosed a copy of the appraisal for your records. On September 8, 2016, Michael R. entered a new application to refinance the land contract. It should be noted, as of September 20, 2016, Mr. R. no longer worked for the Bank. Between September 8, 2016 and September 26, 2016, the application was pending your submission of the requested documents. All the supporting documentation was received by the Bank on October 3, 2016. On October 3, 2016, the refinance was given a conditional approval. On October 6, 2016, the mortgage processor contacted you regarding what was needed for the loan. You informed the processor that all documents had been supplied to Mr. R.. The processor contacted Brian S., Area Sales Manager who advised that he had two (2) conversations with you and that you no longer wanted to proceed with the loan. On October 6, 2016, the refinance application was closed. We appreciate your patience while we researched this matter. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Patrick S.Office of the President PC: Revdex.com Enclosure: Appraisal, Commitment Letter dated July 18, 2016

[redacted] [redacted] [redacted] Date: April 13, 2016 Account: [redacted] Regarding Your Installment Loan Dear [redacted]: We received a copy of the complaint filed with the Revdex.com regarding late fees charged to...

your Fifth Third Bank installment loan. We appreciate the time you have taken to document your thoughts and concerns regarding this matter. On March 29, 2013, you were approved for and agreed to a vehicle loan of $28,962.03 with a fixed rate of three point three four percent (3.34%) for term of seventy two (72) months. Your installment loan is considered past due for payment if we do not receive your total monthly payment by the thirteenth (13th) of each month. The final calendar day of your fifteen (15) day grace period is not considered the due date for your payment obligation. The grace period indicates when a late charge will actually be assessed to your loan for a past due payment. We regret if you were told otherwise. According to the enclosed Security Agreement that you received at closing, it states that if your total monthly payment is more than fifteen (15) days late, you will be charged a fee of ten percent (10%) of the unpaid payment or $20.00, whichever is greater. We reviewed your payment history and confirmed that on six (6) occasions we did not receive your full monthly payment amount due before the end of your grace period. I have enclosed a copy of the payment history for your review. As a result of the six (6) late payments, your loan was charged a total of $267.06 in late fees. You may wish to consider enrollment in a bill payment service called Auto BillPayer. We offer Auto BillPayer to existing Fifth Third Bank loan customers. Auto BillPayer will automatically transfer your monthly payment from a non-Fifth Third Bank checking account to your installment loan at no additional charge. Many of our customers appreciate the convenience of Auto BillPayer, which eliminates the need of check writing. If you have any questions about Auto BillPayer, or if you would like to set up the payment service, please call Auto BillPayer at (###) ###-####, Monday through Friday, 9AM Eastern Standard Time (EST) to 5PM EST. If you utilize Auto BillPayer and a payment date is setup every month during the grace period, our Collection Department will not contact you during the grace period. We appreciate your patience while we reviewed your concerns. You are a valued customer and we hope you will allow Fifth Third Bank to service your financial needs for many years to come. If I could be of further assistance to you, please call me at ###-###-####, or toll free at 866-360-5353, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Lisa S.Office of the President Pc: Revdex.com Enclosures: Security Agreement, loan history

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