PROCORPSA

Hello: We believe we have addressed the customer’s concerns in our prior responsesShe has applied for three (3) mortgage loans, with the last two (2) requiring information to be removed/updated on her credit report by other vendorsTherefore, each application required a new pull of her creditThanks for your time, let me know if you need more information from the BankHowever, with the information provided by the customer, we stand by our previous responses Pat S.Customer Care Team SpecialistFifth Third Bank | Office of the PresidentKingsley DriveMD 1MOCOP

[redacted] [redacted] ***t [redacted] * [redacted] *** Date: December 19, Account: [redacted] Regarding Your Fifth Third Bank Installment Loan Dear [redacted] : We received a copy of the complaint you filed with the Revdex.com regarding your installment loan lien releaseWe appreciate the time you have taken to express your concerns regarding this matterThank you for taking the time to speak with me on December 12, On behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused youPlease be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the BankI also want you to know that customer concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfactionUpon receiving your complaint we contacted our title department who verified the [redacted] title is the most recent title issuedAdditionally, the Title Department has contacted the state of [redacted] , who confirmed the title record they had was cancelled and no longer activePlease find enclosed a letter from our Title Department and the [redacted] Title History for your vehicleWe strive to provide professional and accurate information to our customers, and apologize for any inconvenience this may have caused youIf I can be of further assistance, please contact me toll free at ###-###-####, or directly at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Patrick SOffice of the President PC: Revdex.com Enclosure: Title History Verification Letter

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] Fifth Third Bank...Violated State and Local Laws regarding my vehicleYou closed this case and there are still outstanding issuesWe checked this file over the weekend and it stated that you were still waiting for a replySo how can you close this caseIt is not resolved, and the issue is still outstanding.!!!!!!!! Please see letter sent the [redacted] regarding Fifth Third Bank December 26, Fifth Third Bank Elizabeth DKingsley Drive Cincinnati, OH Dear Elizabeth, We strongly disagree with the information in your letter dated December 18, for the following reasons: - The car is registered in the state of [redacted] and has been since we financed the car with Fifth Third Bank in **By repossessing the vehicle without notice you violated [redacted] Law: o First, if your lender has accepted late payments, it cannot repossess the car until the loan is again in defaultAnd the lender has to give you notice, usually in the form of letter, that it will not accept further late paymentsIn [redacted] , this is called a [redacted] letterIf your lender has accepted repeated late payments and then seizes your car without sending you a [redacted] letter, it has wrongfully repossessed your car- When I paid the balance at your branch we were told that there would not be a hold on the check and that it would clear that nightAs a matter of fact the check cleared that night at 12:01a.m., December 2, However after the check cleared you still sent my car off to auction on December 4, And damaged it during the process- Your organization violated the Bankruptcy Laws regarding the reaffirmation agreement [redacted] provided proof that your organization was sent the reaffirmation document that I signedThe bankruptcy was discharged on July27, 2015, and you could have contacted me- You hired a company to repossess the vehicle, and they damaged it during the processYou authorized the company to send my car to auction on 12/4/2015, the second move, when the funds cleared your bank on 12/2/Your organization acted irresponsible and we hold you responsible for all the damage and lost itemsThe car is unsafe to drive due to the damages, and you have created a hardshipWe have been advised to seek civil action against Fifth Third Bank, and file a complaint with [redacted] Attorney General because you violated the state laws regarding repossessionWe will see you in courtSincerely, [redacted] ***/ [redacted] Cc: [redacted] , [redacted] , [redacted] Attorney GeneralTimeline History

[redacted] *** [redacted] *** [redacted] *** Date: March 29, Account: [redacted] Regarding Your [redacted] Credit Card Dear [redacted] ***: We received a copy of the complaint you filed with the Revdex.com concerning your [redacted] credit card accountWe appreciate the time you have taken to document your thoughts and concerns regarding this matterOn behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused youPlease be assured we have researched this matter fully, and passed on your concerns to the relevant parties at the BankI also want you to know that customer concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to improving customer satisfactionIn an effort to protect our customers from unauthorized access to their account information on our website and by using our mobile app, after four (4) invalid PIN or password attempts, access to the account will be blockedAccording to our research into this matter, access to your account information on our website at 53.com, and by using our Mobile App, has been blocked because of an incorrect PIN being entered on numerous occasionsOn December 3, 2017, an incorrect was entered on four (4) occasionsThis resulted in a block on the account preventing access to the account information electronicallySince that time, there have been numerous other occasions where incorrect login information has been enteredDue to the number of unsuccessful attempts to access the account electronically, you will need to visit a Fifth Third banking center with a valid form of identification to have electronic access to your account information restoredThis is only to ensure that your account information is protected from unauthorized accessWe regret if this causes you any inconvenience or frustration, as that is certainly not our intentionAlthough you have not been able to access your account information electronically, there are several other ways to make payments on your accountAll of the payment methods are outlined on your monthly account statementsOn March 12, 2018, we received your $paymentThe account payments are current at this timeFor your review and convenience, copies of your account statements for the period from November 21, 2017, to March 5, 218, are enclosedThe enclosed statements are all of the account statements that have been sent since the account was opened on November 21, According to your account statement for the period from January 6, 2018, to February 5, 2018, a minimum payment of $was due on March 2, Since we did not receive the minimum payment amount due, a $late payment was assessed and posted to the account on March 5, In the interest of customer service, the $late fee was reversed on March 28, On March 10, 2018, we received your payment of $200.00, which served to bring the account payments currentAlthough there was a late payment on the account, since the payment was not late by thirty (30) days or more, it did not result in any negative credit reporting of the accountIf you would like to contact the credit bureaus directly, their contact information can be found below: [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### If I could be of further assistance to you, please call me at ###-###-#### or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Adam P.Office of the President

[redacted] *** [redacted] [redacted] *** Date: March 14, Account: [redacted] Regarding Your Recent Experience Dear [redacted] ***: We received a copy of the complaint you recently filed with the Revdex.com (Revdex.com) regarding your recent deposit to your Essential Checking account ending in ***Fifth Third Bank takes your feedback seriously, and I appreciate the time you have taken to communicate your thoughts and concernsOn behalf of the Bank, please accept my sincere apologies for any frustration this matter may have caused youPlease be assured that we have researched the issue surrounding the deposit you made on March 3, 2018, that was not credited correctly to your accountWe deeply regret that this occurred, but were pleased to verify that the deposit in the amount of $was able to be credited to your account on March 5, 2018, after this matter was researched at the Bowling Green Downtown Financial CenterRegarding your statement that the transaction amount in question should have been $1,000.00, I have regrettably been unable to find record of thisI have verified that the transaction that posted incorrectly that was completed on March 3, 2018, at 9:am at the Bowling Green Downtown Financial Center in the amount of $had been itemized and included $in one hundred dollar bills and $in twenty dollar billsI deeply regret my inability to discuss this with you when I called, but as I stated in the voicemail I left on March 7, 2018, I would be happy to review the matter further with a receipt for the transaction in question reflecting this amountTo have this additional research completed, please mail the receipt to me directly at: Fifth Third Bank Office of the President Attn: Sarah SKingsley Drive Mail Drop: 1MOCOP Cincinnati, OH Alternatively, you may fax a copy of this to ###-###-####Additionally, your comments expressing less than quality service you received are very concerningWe strive to provide an exceptional experience to our customers with each interaction, and I am sorry we did not meet your expectationsI also want you to know that customer feedback of this sort is reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfactionAlthough we deeply appreciate the feedback you have provided, as it assists us in identifying problems internally, we cannot inform you of specific internal corrective actions that may be taken to resolve this matter [redacted] ***, I appreciate this opportunity to address your concerns and thank you for your patience while waiting for a responseIf I could be of further assistance to you, please contact me directly at ###-###-#### or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Sarah S.Office of the President Pc: Revdex.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint [redacted] this complaint was previously filed with your office - THERE HAS BEEN NO RESOLUTION BY FIFTH THRIRD BANKWho admitted to over charging us on escrow and we have received in writingRevdex.com closed the previously complaint stating you did not hear back from us - the phone call that came in got cut off and gave us no options to advise that our requests to Fifth Third has gone unresolvedWe have proof of our request to Fifth Third to remove the delinquencies off my credit along with sending us a check for the difference from back in July along with interest due to the gross negligence of over charging us on ESCROW I am still pending contact from a Rep for bank by the name of [redacted] QI am owed money and correction to my credit report I have been waiting for months now for this situation to be corrected please assist - this bank should not be able to practice banking with the negligent banking practices Regards, [redacted] ***

[redacted] *** [redacted] ** [redacted] *** Date: May 10, Account: [redacted] Regarding the Final Payment for Your Installment Loan Dear [redacted] ***: We received copies of the complaints you submitted to the [redacted] , the [redacted] ***, and the Revdex.com regarding the final payment for your installment loanWe appreciate the time you have taken to document your thoughts and concerns regarding this matterOn behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused youOn March 23, 2001, you agreed to a one hundred eighty (180) month installment loan of $65,with an interest rate of eight percent (8.00%)Your installment loan is a simple interest loanThis means that interest accrues daily on unpaid principalWhen we receive your monthly payment, we first apply the funds to all of the interest that has accrued since your last paymentThen we apply the remaining funds to the unpaid principal balanceYour payment habits affect the amount of interest you pay over the life of your loanIf payments are received late during the life of the loan, you pay more in interest over the life of the loanBecause less of your payments are applied to the principal balance, there may be a larger final payment because of fees paid and additional interest chargedI have enclosed a copy of your loan Note for your reviewPlease refer to the section titled “PAYMENT” for information regarding interest accrualPlease note that the $46,in finance charges that your Note states you will pay over the life of the loan is based on the assumption that all payments will be paid in the correct monthly payment amount by the due date each monthYour installment loan is considered past due for payment if we do not receive your total monthly payment by the due date indicated on your contractThe final calendar day of your ten (10) day grace period for the loan is not considered the due date for your payment obligationsThe grace period indicates when a late charge will actually be assessed to your account for a past due paymentDuring the life of the loan, many of your payments posted past the due date and even past the ten (10) day grace periodEach time one (1) of your payments was received after the ten (10) day grace period, a late charge was assessed to the accountAdditionally, the collateral was repossessed in September when the loan was three (3) payments past dueThis resulted in a repossession fee of $1,being assessed to your installment loan, along with an increased interest expense due to the account having a higher principal balance than it should have if the payments were made on timeI have enclosed a copy of your payment history for your reviewOn February 26, 2016, we sent a final payment notice informing you that a final payment of $6,was due on March 23, 2016, which was the maturity date for your loanYour monthly payments up until this point were $However, due to the many late payments throughout the life of your loan that increased the interest cost associated with the account, you still owed a significant principal balanceWhen we did not receive your final payment by the end of your grace period, we assessed a late charge of $215.16, which represented 4.00% of the amount due as of March 23, 2016, which was $5,Please note that the balance was lower due to the payment of $that we received and posted on March 22, As of May 10, 2016, your installment loan is due for the full payoff amount of $5,Interest accrues daily by $The outstanding balance owed is broken down as follows: ? $5,outstanding principal balance owed ? $late charges due ? $Interest accrued as of May 10, In order to make arrangements for payment, please contact our Collection Department at ###-###-####That department is available to assist you Monday through Friday from a.mto p.m., ET, and Saturday through Sunday from a.mto p.m., ETIf you are having difficulty making this payment, you may want to contact our Loss Mitigation Department to see if there are any options for which you may qualifyThey can be reached at ###-###-####, option four (4), Monday through Friday from a.mto p.m., ET, and on Saturday from a.mto p.m., ETFailure to make suitable payment arrangements may result in negative reporting to the credit reporting agencies, repossession, and referral to a collection agency or attorneyWe also conducted a thorough review of the information reported to the credit reporting agencies for your installment loanWe determined that not all of the information reported to the credit reporting agencies was accurateTherefore, we submitted an update to all four (4) credit reporting agencies to report your installment loan as thirty (30) days past due for April 2016, redeemed repossession, thirty (30) days past due for July 2009, and sixty (60) days past due for August Please allow up to thirty (30) days for the credit reporting agencies to update their reportingIf you would like to contact the credit reporting agencies directly, their contact information is listed below: ? [redacted] ###-###-#### ? [redacted] ###-###-#### ? [redacted] ###-###-#### ? [redacted] ###-###-#### Thank you for your patience while we researched this matterIf I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Shawna T.Office of the President Pc: [redacted] , Revdex.com Enclosures (2): Installment Loan Note, Payment History

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 Regards, [redacted] reply had nothing to do with fixing the problemInstead gave me information that was irrelvant at the time!

We have already responded to this customer twice regarding this same issue.This additional rebuttal does not provide any additional information, so we stand by our previous two responses to this customer.Thank you,Lisa S.| Fifth Third Bank Consumer Resolution Specialist| Office of the PresidentKingsley Dr, MD 1MOCOP, Cincinnati, OH 45263P: ###-###-#### F: ###-###-#### email: [redacted]

[redacted] [redacted] ** [redacted] *** Date: June 13, Account: [redacted] Account: [redacted] Account: [redacted] Regarding Your Accounts Dear [redacted] : We received a copy of the letter you sent to the Revdex.com concerning your accountsWe appreciate the time you have taken to document your thoughts and concerns regarding this matterOn behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused youPlease be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the BankI also want you to know that customer feedback is reviewed by our senior and executive management teams as part of our ongoing commitment to improving customer satisfactionOn May 27, 2017, your Secured [redacted] ending in [redacted] was closed per your requestAlthough the account was closed on May 27, 2017, the $hold on the funds in your Goal Setter savings account ending in ***, which were used to provide the credit limit for your Secured [redacted] , was not removedTherefore, on July 7, 2017, the hold on the funds in your savings account was removed and the $in the savings account was used to pay the balance owed on the cardSince the balance owed on the card on July 7, 2017, was $304.70, I reversed interest charges on the card totaling $to bring the balance owed on the card to $300.00, so the $in your savings account could be used to pay off the balance owed on the cardI also want to ensure that you are aware that, I verified that there has been no negative credit reporting of your Secured [redacted] as of July 11, Additionally, the card is correctly reporting as closed as of May If you would like to contact the credit reporting agencies directly, their contact information can be found below: [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### On March 28, 2017, you contacted our Disputes Resolution Department to dispute the $charge from T-Mobile that originally posted to your Express Banking account ending in [redacted] on March 27, On March 31, 2017, our Disputes Resolution Department issued a provisional credit to the account for $The account was also credited the $on April 12, Since the account was credited the $on April 12, 2017, the provisional credit from our Disputes Resolution Department was removed from your account on May 12, On May 12, 2017, this left your account balance negative ($169.79)Because the account remained overdrawn in excess of fifty-five (55) days, the account was charged off and closed by the Bank on July 6, The account was also forwarded for collection efforts to a company called [redacted] Interstate, subsidiary of IQOR on July 6, Since you did not receive a final credit for the disputed charge, I contacted our Disputes Resolution Department and our Disputes Resolution Department took the necessary actions to correct the matter by retrieving the account from [redacted] , deleting the balance owed on the account, and deleting the ChexSystems record of the charged off accountIn short, no balance is owed on the account and the negative reporting of the account to [redacted] was deletedFor verification of the actions taken by the Bank to resolve this issue, enclosed is a copy of the letter dated July 10, 2017, notifying you that [redacted] is no longer collecting on the account and that the [redacted] record has been deletedRegarding your request for a credit card with the Bank, during our telephone conversation on July 6, 2017, you explained that you would apply for a Fifth Third Bank credit cardOn July 7, 2017, we received your online application for a Fifth Third Bank credit cardUnfortunately, the application was declinedSince the application was declined, you will receive an adverse action from the Bank which will explain the why the application was declinedThe adverse action notice will be sent to you on approximately July 20, [redacted] , you are a valued customer of the Bank and I appreciate this opportunity to respond to your concernsIf I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Adam P.Office of the President PC: Revdex.com Enclosure: Letter Dated July 10,

[redacted] *** [redacted] *** [redacted] *** Date: June 14, Account: [redacted] Regarding Your Installment Loan Account Dear [redacted] ***: We received a copy of your complaint filed with the [redacted] (***) and the Revdex.com (Revdex.com) regarding your installment loan accountWe appreciate the time you have taken to express your thoughts and concernsOn behalf of the Bank, please accept my sincere apologies for any frustration you experienced regarding this matterOn February 2, 2017, you agreed to a sixty (60) month vehicle installment loan in the amount of $17,with an interest rate of 2.990%Enclosed for your reference and review is a copy of the signed contract for the loanYour loan is a simple interest loan, which means interest accrues each day on the unpaid principal balanceEach day that passes with a principal balance will result in additional interest that must be paid to pay the loan in fullWhen a customer wants to pay a loan in full, it is imperative that the customer contact the Bank and request a payoff quoteThe payoff quote will include all funds needed to pay the loan in full and close the account, including interest owed and any feesVehicle loan payoff quotes also include the per diem interest amount, which is the amount of interest accruing each day based on the principal balance owed at that timeThe customer must add additional funds based on the per diem amount for each day through the date of the receipt of the payoff funds by the BankWe were able to review your phone call with our Customer Service Department on April 14, You asked the representative if you could make a payment to the loan using a credit card account, to which the agent advised you could notYou then asked if you paid the exact amount of the loan if the title would be sent to youThe representative advised you that the $17,was just the outstanding principal balance, and a $17,payment would not pay off the loanYou did not request a payoff quote during your phone call with customer service, therefore, a payoff quote was not orderedWe received your $10,principal only payment on April 14, 2017, which reduced the outstanding principal balance from $17,to $7,We then received another principal only payment of $7,on April 17, This reduced the outstanding principal balance owed to zero (0)However, the payments you submitted were not sufficient to cover the outstanding interest owed that had accrued on the unpaid principal balance since your last monthly payment on March 20, As a result, the loan could not be paid in full and closedBecause the loan was not paid in full, we did not initiate our lien release for the vehicleDue to the outstanding balance still owed, a payment was due on April 19, We did not receive the required payment within the fifteen (15) day grace period; therefore, a $late fee was assessedWe certainly understand it was your intention to pay the loan in fullWe reapplied the $7,payment as a regular payment effective as of April 14, 2017, when the payment was receivedThis satisfied the payment that was due for April 19, 2017, with the remainder of the funds going to principalWe waived the $late fee, as well as a $coupon book fee that was assessed for an additional coupon book requested on March 20, The remaining amount owed on the loan after we reapplied the payment was $32.15, which we waivedPlease be assured that your loan is now paid in full and closed as of June 9, We will release our lien and send a lien-free paper title to your address listed aboveThis process will occur within ten (10) business days of June 9, We appreciate your patience while we researched this matter and apologize for any difficulties or concern you may have experiencedIf I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Shawna H.Office of the President Pc: [redacted] Enclosures: Note, Payment History

[redacted] [redacted] *** [redacted] *** Date: February 27, Account: [redacted] Regarding Your Installment Loan Dear [redacted] : We received a copy of the complaint you filed with the Revdex.com regarding your installment loan We appreciate the time you have taken to document your thoughts and concernsOn behalf of the Bank, please accept my sincere apologies for the level of service you received from our Customer Service Department when you requested a payoff for your loan ending in ***Please be assured Fifth Third Bank takes these matters seriously, and we strive to provide an exceptional experience to our customersAfter receiving your letter, I forwarded your concerns to the relevant parties in our Customer Service Department who thoroughly researched this matterI also want you to know that customer concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfactionHowever, I cannot inform you of any specific internal actions that may be takenWe have completed a review of your account ending in ***Our records indicate that the vehicle associated with the loan was repossessed on February 1, On February 2, 2018, we received a payoff in the amount of $1,753.61, which paid the loan in fullAlthough it can take up to two (2) business days for the release of a repossessed vehicle to be processed, I have confirmed that your vehicle was successfully redeemed on February 2, Please be assured that this wait time is not meant to cause any frustration but rather to ensure that the proper documentation has been filed and received before the vehicle is releasedThank you for your patience while we researched this matter for youIf I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Jennifer M.Office of the President Pc: Revdex.com

[redacted] [redacted] *** [redacted] *** Date: March 12, Account: [redacted] Regarding Your Mortgage Loan Dear [redacted] : Thank you for contacting the Bank concerning your mortgage loanWe received a copy of the complaint you filed with the [redacted] and the Revdex.comWe appreciate the time you have taken to document your thoughts and concerns regarding this matterOn behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused youPlease be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the BankI also want you to know that customer feedback is reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfactionWe have completed a review of your account ending in ***Per your request, on March 9, 2018, a new analysis was performed on the escrow account associated with your loanI have enclosed a copy of the Annual Escrow Account Disclosure Statement dated March 9, As this statement explains, we have updated the amount projected to be paid for your June property tax payment from $4,to $1,to account for the payment you made to *** [redacted] on December 21, 2017, in the amount of $3,Your new mortgage payment effective March 1, 2018, is $2,and there is a surplus in the amount of $1,921.32, which was mailed to you at the above addressIf you do not receive this check within fifteen (15) days, please contact me at the telephone number belowWe strive to provide professional and accurate service to our customers, and I apologize for any inconvenience this may have caused youIf I could be of further assistance to you, please contact me directly at ###-###-#### or toll free at ###-###-#### Monday through Friday, a.mto p.m., ETSincerely, Jennifer M.Office of the President Pc: [redacted] , Revdex.com Enclosure: Annual Escrow Account Disclosure Statement

[redacted] [redacted] [redacted] *** Date: July 28, Account: [redacted] Regarding Your Fifth Third Bank Installment Loan Dear [redacted] : We received a copy of the complaint you filed with the Revdex.com regarding your installment loanWe appreciate the time you have taken to document your thoughts and concerns regarding this matterThank you for taking the time to speak with me on July 14, 2017, regarding this matterOn behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused youPlease be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the BankI also want you to know that customer concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfactionIf a payment does not post by the due date, it is subject to collection activityThe Bank’s guidelines for contacting customers allow for telephone calls seven (7) days a week from 8:a.muntil 9:p.m., including holidaysSeveral calls may be placed each day in an effort to remind customers that a payment is due and to obtain payment arrangements to prevent late fees or derogatory credit bureau reportingUpon receiving your complaint, we reviewed your call with the Collection Department on July 10, In error, the collection agent stated you were blocked from your internet banking due to being past due on your installment loanAs we discussed during our telephone conversation on July 14, 2017, your online access was established with a non-plastic Automatic Teller Machine (ATM) cardThe Bank uses the non-plastic ATM to provide a card number to our customers that do not have a deposit account with the BankBecause you had not logged into your online banking profile for six (6) months, the card was closed due to inactivityTherefore, when you attempted to view your account online, you were unable to access your accountOn July 14, 2017, I assigned a new non-plastic ATM account number to your profile and you were able to access your account onlineI apologize for the misinformation provided to you on July 11, 2017, and I trust our phone call on July 14, 2017, resolved the online access issueFor your records and convenience, please find enclosed a copy of your payment historyYour payment of $is due on the twenty-first (21st) day of every monthPlease use the enclosed payment breakdown as verification of your payment historyIncluded in the payment breakdown is the date your payment posted to your account and the number of days past due your payment was receivedIn addition, the breakdown provides an explanation to the late charges that have been assessed to your installment loanAs mentioned in the paragraph above, your regular monthly payment is $As noted in the enclosed payment breakdown, you made a payment of $beginning with your March 25, 2016, through your payment made on October 18, If you have questions regarding your payment history, please contact me at the telephone numbers below, and I will be happy to assist youOur review of your installment loan determined you have not satisfied your payment due on June 21, On July 3, 2017, a delinquency reminder was mailed to you, which incorrectly stated your past due amount was $However, the document did correctly inform you that you were delinquent for your payment due June 21, Your payment received on June 16, 2017, did not satisfy the total amount due by June 21, The payment was short $I do apologize for the misinformation and we are currently working with the relevant parties within the Bank to update the delinquency noticeHowever, as you mentioned in your complaint, the Collection Department did correctly inform you that you are currently past due for your June 21, 2017, paymentThe Bank received your payment of $on July 20, This payment satisfied the $still owed on your June 21, 2017, paymentTo bring your account current, you will need to make a payment of $by July 31, This payment includes the amount owed to satisfy your July 21, 2017, payment ($57.22) and ten (10) days of interest accruing at $per dayIf I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Patrick S.Office of the President PC: Revdex.com Enclosure: Payment history, Payment breakdown, Delinquency Notice 7-3-

[redacted] [redacted] *** [redacted] *** Date: November 1, Account: [redacted] Regarding Your Access 360º Card Dear [redacted] : We received copies of the complaints you submitted to the Revdex.com and Consumer Financial Protection Bureau regarding your Access 360º CardWe appreciate the time you have taken to document your thoughts and concerns regarding this matterOn behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused youPlease be assured we researched this matter thoroughly and passed on your concerns to the relevant parties within the BankI 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’ satisfactionBetween August 22, 2017, and September 28, 2017, you disputed sixteen (16) transactions on your new Access 360º Card ending in ***Out of the sixteen (16) disputed transactions, thirteen (13) were decided in your favor, one (1) was denied, and two (2) are still outstandingThe following disputes were decided in your favor: $ [redacted] *** $ [redacted] *** $ [redacted] *** $ [redacted] ** $ [redacted] *** $ [redacted] $ [redacted] $ [redacted] $ [redacted] $ [redacted] $ [redacted] $ [redacted] $** Although two (2) of the transactions are from an [redacted] , we believe that the transaction of $was either from [redacted] or [redacted] ***, and we believe the transaction of $was from [redacted] or [redacted] ***The dispute of the [redacted] purchase of $was deniedThe following disputes are still outstanding, and no decision has been made yet: $ [redacted] still outstanding $ [redacted] still outstanding We strive to resolve all disputes in a timely mannerPlease note that the outstanding disputes may take up to sixty (60) days for resolutionIf the disputes are decided in your favor, the previously provided temporary credits will become finalIf the disputes are not decided in your favor, the previously provided temporary credits will be debited from your account balanceIf you have any questions regarding your disputes, please call our vendor, [redacted] , at ###-###-####, twenty-four (24) hours a day, seven (7) days a weekOur records show that you closed the Access 360º Card ending in [redacted] and transferred the balance to a new Access 360º Card ending in [redacted] on October 4, However, please note that the block was removed from the card in error and should have remained on the cardWe subsequently placed a block on the new card ending in ***Again, the block was removed in error again on October 10, 2017, and you took a cash advance of the $balance on the cardUpon completion of our research, we will close the cardYou also mentioned a disputed purchase of $at [redacted] in [redacted] **We have no record of this transaction, or any disputes filed for that amountIn order to research this transaction further, we will need additional information such as the date of the transaction and account used to make the purchaseYou may call me at either number below to provide this informationThank you for your patience while waiting for a responseIf I could be of further assistance to you, please contact me directly at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Elizabeth D.Office of the President

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 do not feel my complaint has been handled properlyThere is information in the responseWhen I arrived I gave them my ID that had my married name on it and the loan was done in my maiden nameI would like a verbal apology from everyone involved] Regards, [redacted]

[redacted] *** [redacted] * [redacted] *** Date: August 4, Account: [redacted] Regarding Your Access Account Dear [redacted] ***: We received a copy of your complaint filed with the Revdex.com (Revdex.com) regarding your Access accountWe appreciate the time you have taken to express your thoughts and concernsOn behalf of the Bank, please accept my sincere apologies for any frustration you experienced regarding this matterOn April 4, 2016, [redacted] , our third-party vendor that services our Access accounts, blocked your Access account due to the number of disputes you have filed on the cardThere was a $balance on the account at that timeOn April 12, 2016, we sent a $cashier’s check to you, which was cashed on April 18, A copy of the cashed check is enclosed for your referenceAfter reviewing your account, we confirmed that an additional deposit of $was processed to the accountPlease be assured that we have issued an additional check for $to your address listed above on August 3, If you do not receive the check by August 18, 2016, please contact me directly using my phone number listed belowWe appreciate your patience while we researched this matter and apologize for any difficulties or concern you may have experiencedIf I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Shawna T.Office of the President Pc: Revdex.com Enclosure: Check Image

[redacted] Date: July 1, Account: [redacted] Regarding Your Checking Account Dear [redacted] ***: We received a copy of your complaint filed with the Revdex.com regarding the difficulties you have experienced with your checking accountWe appreciate the time you have taken to document your thoughts and concerns regarding this matterWe strive to provide quality service to all of our customers, and I apologize if we failed to meet your expectationsI have shared the information you brought to our attention with the department that opened your accountAdditionally, our senior management regularly reviews customer feedback as part of our ongoing commitment to improving our operationsOur records indicate that we had an internet promotion during the time that you opened your account that offered a $cash bonus promotion with a direct deposit stipulationWe have reviewed your account statements and have determined that you should have been paid the $cash bonusIt is our understanding that the agent that opened your account neglected to input the code associated with the promotion when she opened the accountAs a result, the system did not recognize the promotion and the deposit never posted to your accountAn adjustment request was processed on June 30, 2015, to credit your account $If you have any questions regarding the deposit, please feel free to contact me at the number listed belowOn behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused youWe appreciate your patience while we researched this matter and apologize for any difficulties or concern you may have experiencedIf I could be of further assistance to you, please call me at ###-###-####, or toll free at [redacted] , Monday through Friday, a.mto p.m., ETSincerely, [redacted] Office of the President Pc: Revdex.com

[redacted] *** [redacted] *** [redacted] *** Date: September 18, Account: [redacted] Regarding Your Credit Card Account Dear [redacted] ***: We received a copy of your rebuttal complaint filed with the Revdex.com, concerning your Fifth Third Bank credit cardWe appreciate the time you have taken to bring this matter to our attentionI appreciate you providing a copy of the Real Life Reward promotion for 8,reward pointsI forwarded a copy to our Bankcard Department for further research, and a total of 8,reward points have been credited to your credit card account ending in ***We strive to ensure that we properly process Real Life Reward promotionsOn behalf of the Bank, please accept my sincere apologies for any inconvenience this matter may have caused youIt was not our intention to cause you any hardship, and we sympathize with the difficulties you have encountered regarding this accountWe believe your issue was resolved accordingly, and I hope that this letter will meet your satisfactionIf I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Elizabeth JOffice of the President Pc: Revdex.com