PROCORPSA

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]

This is a copy of the letter that I received dated 8/17/2016. Just click to enlarge it.This letter hardly says anything about the denial. Yet shows how this dept. operates. As I said yesterday in my response this letter was not provided to the Revdex.com and the letter dated 9/1 that they provided only in response to the Revdex.com and my still not getting assistance after receiving the attached letter from even the mgr. Lemont.Yet the letter from them dated 9/1 says that they have researched the dispute at this point yet nothing has been provided except saying my dispute was denied and insistant there is nothing I can do about it.Being told that my own letter detailing the dispute is why it was determined services were rendered by the merchant is ridiculous.I need to know specifically why this would be determined by them since my details are obvious to no service was rendered as to what was agreed upon for the 350.00.Also why no response from the merchant is not a factor. As I have been told previous by them that it is. The merchant could have responded and has had 90 days.Also if my letter was in fact the reason it wad denied why since my letter goes back to June, would it have taken this long.I was told the length of time is to allow time for the merchant response in which there wad not one at all.Why Lemont the mgr. told me there was a merchant response and he didn't have even my letter.Very bad customer service! No management. When I have asked the questions stated I have been told many times "i don't know the answer to that".So the questions stated are what I need to know since as explained 350.00 the merchant [redacted] had me text her the front and back of my credit card and didn't do what she said that she would do.I was told by one supervisor that "it was a phone consult". The merchant offers free phone consults as stated on her website.I was told by someone else "you entered into an agreement on her website".I never did anything on the merchants website. In fact I only indicated her website as being fraud since she only has her cell phone and no business phone.No one knows what is going on, maybe never read my details. Also if any questions I could have been called.

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.

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

[redacted] [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

[redacted] Date: October 8, 2015 Account: [redacted] Regarding Your Mortgage Loan Dear [redacted]: We received a copy of your email and complaint submitted to the Revdex.com, regarding...

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 situation may have caused you. We strive to provide professional and accurate service to our customers, and we regret if that has not been your experience. Per your request, we have reviewed your mortgage loan to determine the new monthly payment amount and amortization schedule if a principal only payment of $100,000.00 is posted to your account. The new monthly principal and interest payment would be approximately $2,029.72 at a fixed rate of 4.125%, with a maturity date of November 1, 2041. Am amortization schedule and letter are enclosed for your review. In order to re-amortize or recast your mortgage loan after a large principal balance payment, there is a processing fee of $100.00. Please submit a written request that includes the following information: ? Your full mortgage loan account number ? The dollar amount of the of the large principal amount paid to your mortgage loan ? The date the large principal payment was made ? A brief request to have your mortgage loan re-amortized ? Enclose check payment for $100.00 processing fee or advise if fee is to be charged to mortgage loan ? Your signature Please mail your signed written request to the following address: 5050 Kingsley Dr. 1MOC2N Cincinnati, OH 45273 Alternatively, the required documentation can be faxed to ###-###-####. Please be assured that it was not our intention to cause you any hardship or frustration. You are a valued customer and we look forward to serving your financial needs in the future. If I could be of further assistance to you, please contact me directly at ###-###-#### or toll free at ###-###-#### Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Danielle S. Office of the President Enclosure(s): Amortization schedule, Letter Pc: Revdex.com

[redacted] [redacted] [redacted] Date: September 30, 2016 Account: [redacted] Regarding Your Mortgage Loan Account Dear [redacted]: We received a copy of your complaint filed with the Revdex.com (Revdex.com) regarding...

your mortgage loan account. We appreciate the time you have taken to express your thoughts and concerns. On behalf of the Bank, please accept my sincere apologies for any frustration you experienced regarding this matter. I understand per your complaint that you mailed a payment for your mortgage loan on May 10, 2016, that was not received by the Bank timely. I reviewed your account and confirmed that we did not receive a mortgage payment in May 2016. The payment due for May 1, 2106, was processed on April 18, 2016. Therefore, your account was then due for June 1, 2016. When we did not receive the payment for June 2016, our Collection Department began calling you on June 17, 2016, using the phone number on file to notify you of the delinquency. We also sent a late payment notice to you on June 16,2016. However, we were unable to speak to you until you called the Bank on July 6, 2016. We did not receive payment for the June 2016 due date until July 1, 2016. It was processed on July 5, 2016, but was backdated to July 1, 2016. The funds covered the payment due for June 2016. Because the funds were received more than thirty (30) days after the due date, the delinquency was reported to the credit reporting agencies. You called into the Bank on July 6, 2016, and advised you mailed in another payment for the account. You asked if we would waive a late payment fee, but the agent you spoke to advised there was no late fee assessed. The agent also discussed setting your account up online so that you could make payments online to avoid a lost payment in the future. Based on our review of the phone call, you asked if there was going to be a fee from your credit union for paying the loan online through our website. There is no fee from Fifth Third Bank to make your mortgage payment online at 53.com. We did not identify any discussion of your credit report or removing your late payment. We also do not have any other record of a Bank employee advising you that the late payment for June 2016 would be removed. We received your next payment on July 8, 2016, which covered the July 1, 2016, due date. Listed below are the payments we received for the account since that time: ** $1,263.74 on July 29, 2016: Covered the payment due on August 1, 2016 ** $1.263.74 on August 19, 2016: Covered the payment due on September 1, 2016 ** $1,263.74 on August 26, 2016: Principal only payment ** $1,263.74 on September 16, 2016: Covered the payment due on October 2016 Please note that it does not appear we received the check you sent in May 2016. Enclosed for your review are copies of all the payment checks we received for the mortgage from April 2016 through September 2016. The April 2016 check number was 620. The next check we received in July 2016 was check number 622. Each payment received after that had the next check number in the sequence, and none had the date written on top for May 2016. We have not received check number 621. You may wish to contact your financial institution to report the check as lost. If we receive the check in the future, we will attempt to process it. If there is a stop payment on the check, we will reverse it off your mortgage loan account and a returned payment fee may be assessed. If this happens, please contact me directly using my phone number listed below and I will waive the fee from your mortgage. On July 6, 2016, you were advised that no late fees were charged to your account. Unfortunately, this information was not correct. A $33.90 late payment fee was paid out of your July 1, 2016, mortgage payment. Please be assured that I waived the fee on September 14, 2016. We applied the $33.90 as a principal only payment. We verified that the late payment listed on your credit report is accurate. Fifth Third Bank complies with the Fair Credit Reporting Act (FCRA) to report accurate account information. Because there was not a Bank error that caused the June 2016 payment to be processed late, we are unwilling to remove the delinquency from your credit report. I apologize for the distress this may cause you. As of September 27, 2016, your mortgage loan is current and the next monthly payment is due on November 1, 2016. We appreciate your patience while we researched this matter and apologize for any difficulties or concern you may have experienced. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Shawna H.Office of the President Pc: Revdex.com Enclosures: Late Payment Notice, Check Images (7)

[redacted] Date: June 3, 2016 Account: [redacted] Account: [redacted] Regarding Your Checking Accounts Dear [redacted]: We received your complaint from the Revdex.com, regarding a check order...

fee charged to your account ending [redacted] and an overdraft protection fee charged to your account ending [redacted]. 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. On March 7, 2016, a Basic Checking account was opened by you via the telephone with our New Accounts Department. A review of the call confirmed checks for this account were ordered at your request. However on March 25, 2016, the fee of $23.99 charged to your account was waived as a courtesy. Additionally, on September 5, 2015, a request to add Overdraft Protection to your checking account ending in [redacted] from your Relationship Savings account was processed. A review of the call confirmed the agent assisting you, did advise you of the $12.00 fee for Overdraft Protection. Your account overdrew on May 9, 2016, and Overdraft Protection processed a transfer to your checking account from your Relationship Savings account and the $12.00 fee was assessed. I have included a copy of the Overdraft Notice sent to you for your review. Please be advised that as a courtesy I have waived the $12.00 Overdraft Protection fee. However, no further compensation would be provided. 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 Enclosure: Overdraft Notice

[redacted] Date: August 13, 2015 Account: [redacted] Regarding Your Fifth Third Stand Up 2 Cancer [redacted] Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com regarding your credit card account. We appreciate...

the time you have taken to express your thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies for any 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 our senior and executive management teams review customer concerns as part of our ongoing commitment to improving our customers’ satisfaction. On July 30, 2014, the Bank received and approved your application for a Fifth Third Stand Up 2 Cancer [redacted]. Upon approval of your credit card account, your card and credit card agreement were mailed to you. For your review and convenience, a copy of the most recent version of the credit card agreement currently in effect for your account is enclosed. Please note page two and three (2-3), item ten (10) which explains how credit card payments are processed and applied to your credit card account. Payments on your Account that exceed the Minimum Amount Due will be allocated first to the Account balance with the highest Annual Percentage Rate (APR), and then to each consecutive Account balance bearing the next highest APR, at the time payment is posted to your Account. On March 27, 2015, the Bank sent your credit card statement indicating a minimum payment of $88.00 due by April 24, 2015. I have enclosed a copy of this statement for your records. On March 30, 2015 the Bank received and posted your $500.00 payment to your credit card. On April 27, 2015, the Bank received and posted a second $500.00 payment to your credit card account. The payments are listed on your enclosed credit card statement dated April 27, 2015.The credit card statement generated on April 27, 2015, indicated a minimum payment of $68.00 was due on May 24, 2015. The Bank did not receive a payment by May 24, 2015. Therefore, on May 26, 2015, a late charge of $35.00 posted to your credit card statement.The next credit card statement was generated on May 27, 2015. This statement shows the late charge, and indicated a minimum payment due of $145.00 by June 24, 2015. This statement included a past due amount of $68.00.The Bank did not receive a payment toward the credit card account and on June 24, 2015, a $35.00 late charge was assessed to the account. Because there were no payments received on two consecutive credit card statement cycles, the Bank revoked your ability to make transactions with this credit card account. I have enclosed a copy of this credit card statement for your records.On June 26, 2015, the next credit card statement was generated. This statement shows the late charge from June 24, 2015, and indicated a minimum payment due of $222.00 by July 24, 2015. This statement also included a past due amount of $145.00. On June 27, 2015, the Bank received and posted a $222.00 payment to your credit card account. I have enclosed a copy of this credit card statement for your records.As we discussed in our phone conversation on August 10, 2015, the Bankcard department has agreed to reopen your credit card account, pending your enrollment in the Auto BillPayer payment system. By enrolling in Auto Billpayer, you authorize transfers from your bank account to your Fifth Third credit card. Payments will be initiated based on the instructions you provide to Auto BillPayer in regards to date of payment and the amount of your payment. Also, I will notify our bankcard department to remove the revoked status as soon as your enrollment into Auto BillPayer is confirmed.We have completed our review of the payment history reporting on your credit report for your Fifth Third Stand Up 2 Cancer [redacted]. Our review determined that the information provide to the credit reporting agencies is accurate. However, we will submit an update to the credit reporting agencies to remove the revoked status, as soon as our systems reflect your enrollment into Auto Billpayer. Please note, this may take up to thirty (30) additional days to reflect on your credit reporting. You will also receive notice of the correction from our Operations Department under separate cover.If you would like to contact the credit reporting agencies directly, their contact information can be found below: • [redacted] ###-###-#### • [redacted] ###-###-#### • [redacted] ###-###-#### • [redacted] ###-###-####  We strive to provide professional and accurate service to our customers, and apologize for any inconvenience this may have caused you. If I could be of further assistance to you, please call me at 513­358-2985 or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ETSincerely,Patrick S.Office of the PresidentPC: Revdex.com   Enclosures: Statement and Credit Card Agreement

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

[redacted] Date: June 12, 2017 Account: [redacted] Regarding Your Checking Account Dear [redacted]: We received a copy of your complaint filed with the Revdex.com (Revdex.com) regarding your checking account. We...

appreciate the time you have taken to express your thoughts and concerns. On behalf of the Bank, please accept my sincere apologies for any frustration you experienced regarding this matter. On February 25, 2017, you contacted the Bank to dispute the $254.14 transaction to [redacted] that posted to your checking account on February 22, 2017. Case number [redacted] was assigned to your dispute. The dispute was denied because the merchant provided a signed receipt for a 5,000.00 peso transaction, which converted at that time to $245.14 United States Dollars (USD). Enclosed for your review is a copy of the merchant documentation, including the signed receipt for your review. The dispute case can be re-opened if are able to provide proof of the billing error. As an example, you can provide your copy of the signed receipt that shows the amount you state was supposed to be charged. You can fax the documentation to my attention at ###-###-####. You can contact the Dispute Department directly at ###-###-####. The Dispute Department is available to assist you Monday through Friday from 8 a.m., ET, to 5 p.m., ET, and on Saturday from 8 a.m., ET, to 1:30 p.m., ET. We appreciate your patience while we researched this matter and apologize for any difficulties or concern you may have experienced. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Shawna H. Office of the President Pc: Revdex.com Enclosure: Merchant Documents, Dispute Denial Letter

5050 Kingsley DriveMD 1MOCOPCincinnati OH 45263[redacted]Date: August 19, 2016Account: [redacted]Regarding Your Mortgage AccountDear [redacted]:We received a copy of your complaint filed with the Revdex.com (Revdex.com) regarding...

your mortgage loan account. We appreciate the time you have taken to express your thoughts and concerns.I am very sorry for the difficulties you experienced with the Bank after switching your homeowner’s insurance in February 2016, and after your monthly payment changed in June 2016 due to your escrow analysis. Per our conversation on August 9, 2016, the Bank can apply only full monthly mortgage payments to the loan. Payments that are insufficient to cover the payment due are not able to be utilized toward the payment owed. For this reason, the funds are placed into an unapplied state until we receive additional funds to satisfy the full payment. If the remaining funds needed to satisfy the payment are not received within thirty (30) days of the due date, the loan is reported delinquent to the credit reporting agencies.Per the April 2016 escrow analysis, if the shortage was not paid then the new payment for your mortgage loan effective June 1, 2016, was $1,180.13. The $1,109.71 we processed on June 1, 2016, was insufficient to cover the payment due so it was placed into an unapplied state. We then received a $1,180.13 payment on July 1, 2016, which was utilized to cover the payment due for June 1, 2016.  Because the payment was received more than thirty (30) days after the due date, the loan was reported as delinquent for June 2016. I understand that you utilize a third (3rd) party company to process bi-weekly payments on your behalf, and they were unable to update the payment amount in their systems in time for the June 2016 payment.We next processed a $70.41 payment on July 1, 2016, which was placed into an unapplied state. The funds were combined with the $1,109.71 in an unapplied state to make a $1,180.13 payment on July 28, 2016. These funds covered the payment that was due on July 1, 2016. Per our conversation, the June 2016 payment was also backdated to June 1, 2016, which is the date we received the $1,109.71. As a result of backdating that payment, the late pay reported for June 2016 was removed and there is no late fee on the account for that payment.On August 1, 2016, we processed a $1,250.55 payment to the loan. We applied $1,180.13 as the August 2016 payment. The remaining $70.42 was applied as a principal only payment. Per our conversation, we removed the $70.42 principal payment and mailed it back to you on August 12, 216. Please contact me directly if you have not received the $70.42 check.You mentioned in your complaint that you requested a review of your account, but that you received a  letter stating the request could not be honored. Per our conversation, the response was sent to you to trigger a phone call to the Bank so that we could provide you with information over the phone about requesting your June 2016 payment to be backdated. I am sorry for the distress this letter caused you. It was not our intention to cause you additional frustration. As of August 17, 2016, your mortgage loan is current and the next $1,180.13 payment is due on September 1, 2016. Please be assured that your concerns regarding our employee, Vernetta, have been forwarded to the relevant Bank personnel and management. We strive to provide courteous and prompt customer service, and I regret that was not your experience. We appreciate your feedback as it assists us in identifying problems and to continuously improve the level of service we provide to our customers. However, I cannot inform you of specific internal corrective actions that may be taken to resolve this matter. We appreciate your patience while we researched this matter and apologize for any difficulties or concern you may have experienced. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET.Sincerely,Shawna T.Office of the PresidentPc: Revdex.comEnclosure: 2015 Escrow Analysis, 2016 analysis

[redacted] Date: September 21, 2015 Account: [redacted] Regarding Your Debit Card Dear [redacted]: Thank you for your follow-up correspondence to the Revdex.com concerning your Debit Card. We appreciate the time you have taken to express your concerns regarding your card. On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused you. Please be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the Bank. I also want you to know that customer feedback is reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction. As mentioned within our prior letter to you, if you are able to supply us with a copy of the bill in question, we will work with you to find a suitable resolution to the disconnect fee that you received. As of September 17, 2015, we have not received a copy of your bill. Please mail it to the address below. Fifth Third Bank Office of the President Attn: Beth H. 5050 Kingsley Drive Mail Drop: 1MOCOP Cincinnati OH 45263 Alternatively, the documentation can be faxed to my attention at: ###-###-####. Again, I apologize that you were unable to have access to your funds during the time period that your debit card was blocked and when you received a new card. If the issue arises in the future, most utility companies are able to process debits on checking accounts. Customers would need to supply the company with their checking account number and routing number for the payment to be made on their utility bill to avoid any disconnection of services. 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, Beth H. Office of the President

Can you find out if there are any other names on the customer’s account?  I’m unable to locate the customer by name in our system.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the my response appear below next to company's letter.
Dear [redacted]: We received a copy of the follow-up complaint you submitted to the Revdex.com regarding your Real Life Rewards [redacted]. Your feedback is very important to us as it allows us to better understand how we can improve the service we provide to our customers. I also want you to know that customer feedback is reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction. (I am sorry but this sounds like a standard corporate line, it has been on every letter, unfortunately these are not the words company lives by)   On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused you. However, we stand by the responses conveyed to you in our previous letters dated July 11, 2017, and September 1, 2017. I have enclosed copies of those letters for your convenience. Our position on this matter has not changed. (I position hasn’t changed either, I hold the company responsible)   In addition to Auto BillPayer, you have other options for making a payment on your account. You may make a payment in a branch, online at 53.com, at an Automated Teller Machine (ATM), or by calling customer service at ###-###-####. Customer service is available Monday through Friday, 7 a.m. to 8 p.m., and Saturday, 8:30 a.m. to 5 p.m., ET. You may also send your payment by mail to the following address: Fifth Third Bank PO Box 740789 Cincinnati OH 45274-0789 (these options are well suited for bank doing business in 20th century not 21st century. Besides nearest branch is 60 miles or so from home)   Please also be aware that if we receive an additional complaint or other type of correspondence from you regarding this matter that does not contain new information, you will not receive additional correspondence from the Bank regarding this matter. This is because this matter has already been appropriately addressed in our previous letters to you as indicated above. Thank you for your patience while waiting for a response. You are a valued customer, and we look forward to serving your financial needs in the future. If I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. (Unfortunately in my opinion no real effort has been made to resolve the issue, I do appreciate the apology though I must admit I don’t feel like a valued customer)   Sincerely, Elizabeth D. Office of the President Pc: Revdex.com Enclosure: Previous Response Letters    
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.  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]

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 submitted a complaint against fifth third bank probably a couple of months ago. I heard back from them once and they said they were sending out a payment book and I told them they had the wrong address that we had never lived at the address they had sent it to but I never have seen a reply or received anything from them at allThanks[redacted]

[redacted] Date: January 6, 2016 Account: [redacted] Regarding Your Essential Checking Account Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com concerning your...

Essential Checking account. We appreciate the time you have taken to document your thoughts and concerns. We completed a review of the Essential Checking account ending in 9475. Our records indicate that on November 28, 2015, the joint account holder, [redacted], accepted Overdraft Coverage via online banking for the Essential Checking account, allowing access to funds beyond the account balance with debit card transactions. Our review of the account activity included the following: ? On December 21, 2015, the beginning account balance was $302.11. There were ten (10) transactions that posted to the account, totaling $307.30, leaving the negative account balance at ($5.19). Because there were not enough funds to cover all of the transactions, the transaction to [redacted] in the amount of $31.85 was assessed an overdraft fee in the amount of $37.00 the following business day. ? On December 28, 2015, the beginning account balance was $125.05. There were ten (10) transactions that posted to the account, totaling $301.83, leaving the negative account balance at ($176.78). Because there were not enough funds to cover all of the transactions, the transactions to [redacted] in the amount of $72.95, [redacted] in the amount of $4.99, and ATT in the amount of $100.00 were each assessed an overdraft fee in the amount of $37.00 the following business day, totaling $111.00. ? On December 30, 2015, the beginning account balance was $51.31. There were five (5) transactions that posted to the account, totaling $112.84, leaving the negative account balance at ($61.53). Although there were not enough funds to cover these transactions, because the Overdraft Coverage was declined by you, via online banking, on December 29, 2015, these debit card transactions were not assessed any overdraft fees. Our review of the account history determined that Overdraft Coverage was accepted for the account between November 28, 2015, and December 29, 2015, and there was no Bank error in assessing the overdraft fees to the account. Because there was no error, we are unable to accommodate your request to reverse any additional fees. I am sorry for any additional frustration this may cause you, and any difficulties you may have experienced when calling the Bank. 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, April Q. Office of the President

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]

[redacted] Date: July 25, 2017 Account: [redacted] Regarding Your Mortgage Loan Dear [redacted]: We received a copy of the complaint you submitted to the Revdex.com regarding 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. We ceased sending monthly billing statements for your mortgage loan ending in [redacted] because it was discharged in Chapter 7 bankruptcy. However, if you would like to receive monthly mortgage loan statements, you may send a written request via fax at ###-###-####, or via email at [email protected]. The written request must include the following information: your account number or bankruptcy case number, a signed and dated declaration that you are requesting monthly billing statements, your printed name, and your signature. 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, Elizabeth D.Office of the President Pc: Revdex.com