PROCORPSA

We are in receipt of your letter dated August 18, 2015, regarding the informal complaint filed by [redacted] We have had the opportunity to investigate this Complaint and offer the following information.According to Armstrong’s records, an account was created using Mr [redacted] ’ name and full social security number.It was installed on September 29, and was later disconnected on December 17, Mr [redacted] called andspoke to our Collections Department on August 13, alleging that his mother stole his identity and opened anaccount without his permissionArmstrong advised Mr [redacted] that he could either file a police report against hismother or pay the outstanding balanceArmstrong’s records then indicate that Mr [redacted] said he would take care ofit so that he could get service at a different address under his name.Armstrong encourages Mr [redacted] to contact our Customer Service Center if he has any additional questions aboutthisThank you for your attention to this matterPlease feel free to contact me should you have any questions orrequire further information.Sincerely,Agency Complaints Response Teamcc: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] ***

[redacted] [redacted] *** [redacted] *** Date: April 28, Account: [redacted] Regarding Your Fifth Third Bank Account Dear [redacted] : We received a copy of the complaint you filed with the Revdex.comWe are sorry to hear about the difficulties that you have experienced and we appreciate the time you have taken to document your thoughts and concernsI understand your frustration when this situation occurred and I am sorry for any inconvenience this matter caused youTo prevent an overdraft situation, you can review your account at an ATM (Automated Teller Machine), on our website at 53.com, through mobile banking, or by calling our Customer Service Department at ###-###-####Our toll-free Telephone Banking system is available twenty-four (24) hours and Customer Service Representatives can be contacted at the same telephone number and are available Monday through Friday, a.mto p.m., and Saturday, 8:a.mto p.mETYou are currently optto Overdraft Coverage, which allows ATM and debit card transactions to be made even if you don’t have enough money in your accountYou have the option of opting-out of Overdraft Coverage for ATM transactions and one-time Debit Card purchasesIf you opt-out and attempt to authorize your card for an amount more than the balance in your account, the transaction will be immediately declined and you will not be assessed overdraft fees for these types of transactionsHowever, if the Bank is presented with checks, online bill payments, and Automatic Clearing House (ACH) items, we are obligated to make a decision on whether to pay or decline an item, which may cause either an overdraft fee or a return item feeCustomers can change their Overdraft Coverage preference at any time by visiting a Financial Center, online at our website 53.com, or by calling ###-###-####Overdraft fees are assessed for items that posts while the account is overdrawnWe do not assess overdraft fees on pending transactions and per item overdraft fees will not be assessed if your account is overdrawn by $or lessOverdraft or return item fees post the next business day after the debits that contributed to the overdraftAn overdraft notice that includes a detailed breakdown of the day’s transactions is generated and sent to the address on fileOn April 10, 2017, the beginning balance in your checking account was $Sixteen (16) debits totaling $posted to the accountTwo (2) overdraft fees totaling $were charged to the account and they posted the following business dayThe ending balance on April 10, 2017, was ($257.34)A cash deposit was made to the account on April 11, 2017, for $In addition, two (2) debit card purchases posted to the account on April The deposit would not have prevented the already assessed overdraft fees from April from posting to the accountBecause the account was overdrawn on April 11, for ($142.28), the account was charged $in overdraft fees, which posted to the account on April 12, The account continued to carry a negative balance until your direct deposit on April 13, It is important to ensure your accounts have enough funds to cover all of the transactions you have authorizedAs a courtesy to you, previous overdraft fees were waived on October 19, 2016, and February 22, We certainly sympathize with the difficulties you have encounteredIn the interest of customer service, I credited your checking account for an additional $in overdraft fees on April 26, You are a valued customer and I appreciate this opportunity to address 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, Alison S.Office of the President Pc: Revdex.com

[redacted] [redacted] *** [redacted] *** Date: December 14, Account: [redacted] Regarding Your Mortgage Loan Dear [redacted] : We received a copy of the complaint you recently filed with the Revdex.comWe appreciate the time you have taken to document your thoughts and concernsOn behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused youAt Fifth Third Bank, we are committed to doing what is right for our customers and although we strive for excellence, mistakes sometimes happenAn internal processing error caused the payment for your insurance premium to be delayedWe have already taken the necessary actions to correct this occurrence and prevent it from happening in the futureThe premium for your homeowner’s insurance policy was sent on November 23, Because Auto Owners did not process the check, we cancelled it and sent a replacement by overnight mailWe contacted your insurance company and confirmed that they received itYour policy is active and the late fee has been reversedPlease be assured that Fifth Third Bank takes your feedback seriously and I appreciate this opportunity to respond to your concernsYou are a valued customer and we look forward to continuing our relationship with youIf I could be of further assistance to you, please call me at 513-358-or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Alison 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 I felt deceived by the way the conditions for receiving the bonus were presentedGranted, the requirement to receive the bonus were spelled out in the fine print, but the requirement of maintaining a minimum balance was never brought to my attention when I met with a bank rep (although the minimum direct deposit was) Regards, [redacted]

[redacted] *** [redacted] *** [redacted] *** Date: April 4, Account: [redacted] Account: [redacted] Regarding Your Recent Experience Dear [redacted] ***: We received a copy of the additional complaint you filed with the Revdex.com (Revdex.com) regarding your recently disputed transactionsPlease be assured that Fifth Third Bank takes your feedback seriously, and I appreciate the continued time you have taken to communicate your thoughts and concerns regarding this matterWe initially received a copy of this complaint on February 12, via the Revdex.comWe received a duplicate complaint from you on March 20, Although we regret your continued frustration with this matter, we stand by the response conveyed to you in the previous letter sent on March 14, I have enclosed a copy of that prior correspondence for your reviewOur position on this matter has not changed [redacted] ***, Fifth Third Bank strives 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 call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Sarah S.Office of the President Pc: Revdex.com Enclosure (1): Previous Response Letter

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

[redacted] *** [redacted] ** J [redacted] *** Date: October 31, Account: [redacted] Regarding the Overdraft Fees Assessed to Your Checking Account Dear [redacted] ***: We received a copy of the complaint you submitted to the Revdex.com regarding the overdraft fees that were assessed to your checking 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 youOn September 30, 2016, the beginning balance in your checking account ending in [redacted] was $2,Three (3) items totaling $3,posted to your account resulting in a negative ending balance of ($1,132.79)Due to insufficient funds for two (2) of the items, two (2) overdraft fees totaling $were assessed and posted to your account the following business dayOn October 3, 2016, your checking account was brought to a positive balanceI have enclosed a copy of the overdraft notice we sent to you on October 3, 2016, for your reviewIn your complaint, you mentioned that overdraft protection should have been set up on your checking account on January 5, During our research, we listened to the recording of your call to the Bank on that dayYou called in reference to the overdraft fees that had been assessed to your account; however, at no time during the call was overdraft protection mentionedOn October 7, 2016, your savings account ending in [redacted] was linked to your checking account for overdraft protectionPlease note that you will need to keep sufficient funds in your savings account to cover any possible future overdrafts on your checking accountIt was certainly not our intention to cause you any hardshipOur records show that two (2) overdraft fees totaling $were waived when you contacted the Bank on January 5, We are unable to waive any additional fees on your checking account per our bank policyHowever, in the interest of customer service, we waived the $overdraft fee that was assessed to your savings account ending in [redacted] on October 5, Thank you for your patience while we researched this matter for youWe truly value your business, and we look forward to serving your financial needs in the futureIf 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 Pc: Revdex.com Enclosure: Overdraft Notice

[redacted] *** [redacted] ** [redacted] *** Date: July 27, Account: [redacted] Regarding Your Standard Platinum [redacted] Dear [redacted] ***: We received a copy of the complaint you submitted to the Revdex.com regarding your Standard Platinum [redacted] We 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 researched this matter thoroughly 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’ satisfactionOn July 11, 2016, your Standard Platinum [redacted] ending in [redacted] was due for a minimum payment of $When we did not receive your payment by the due date, our Collection Department began making calls to you to inform you of the past due paymentWhen you spoke with our Collection Department on July 19, 2016, eight (8) days had passed since your due dateHowever, as the agent informed you, our collections system showed your account as thirty-five (35) days past dueThe number of days of delinquency showing in our collection system is based on the cycle date of your account, which is the date on which your statement period ends and a statement is issuedThe cycle date for your account is the fourteenth (14th) of each monthOn June 14, 2016, your statement period ended, and a statement was issued reflecting a minimum payment of $due on July 11, When your next account cycle ended on July 14, 2016, your next minimum payment due on August 11, 2016, was $70.00, which included the past due payment of $On July 19, 2016, thirty-five (35) days had passed since the statement billing you for the payment due on July 11, 2016, was issued, which is why our collection system showed your account as thirty-five (35) days past dueI apologize for any misunderstanding that may have occurred when you spoke with our Collection Department on July 19, Please be assured that although your account showed as thirty-five (35) days past due in our collection system, your account was not reported as past due to the credit reporting agenciesAn account is only reported past due to the credit reporting agencies if payment is received more than thirty (30) days after the due date, which in your case was July 11, On July 19, 2016, we received and posted your payment of $to bring your account to a current statusYour next statement will be issued at the end of your statement period on August 14, 2016, and your next minimum payment as indicated on your August statement will be due on September 11, It was certainly not our intention to cause you any hardshipIn the interest of customer service, we waived the $late charge that was assessed on July 12, The fee waiver will be reflected on your August statementThank you for your patience while we conducted our researchIt is a well-known fact that no business can survive without its customers, and we want to assure you that we truly value your banking relationship with usIf 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 Pc: Revdex.com

9/2= [redacted] called to explain that she rejected the business' response because she feels the business needs to handle this complaint as a fraud case since that is what it isThey weren't "pending charges"They were back-to-back charges that happened within minutes of each other after her initial purchaseShe pointed this out to the business already and they, too, saw it as a fraud caseShe did not make the four purchases after her initial online purchase.(3:25)

We feel as though we have properly responded to the customer’s concernsIf the customer would like speak with someone at the Bank regarding this matter, we are certainly happy to speak with herShe can call me directly at the number provided in my previous responses to her (see below)We do regret the negative experience the customer has had with Fifth Third Bank’s Mortgage Department; however, we do not have any additional information to provide.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 POffice of the President

October 24, 2017 [redacted] ***RevDex.com400 Holiday Drive, Suite 220Pittsburgh, PA 15220Re:Yourreference: [redacted] - Case No. [redacted] Dear Mr. [redacted] :We are in receipt of your email dated October 12, 2017, regarding the informal complaint filed by Mr. [redacted] . We have had the... opportunity to investigate this Complaint and offer the following information.On July 21, 2017, Mr. [redacted] called to disconnect service. It is the customer’s responsibility to return equipment after they request to disconnect. Armstrong offers a tech to come out and pick it up or the customer can drop it off at their local office. Mr. [redacted] said he would drop off the equipment to a local office, but he failed to do so. Mr. [redacted] was charged for service from July 21, 2017 until he returned the equipment on October 11, 2017.Once the equipment was received, Armstrong credited Mr. [redacted] from October 11, 2017 up to the end of October. As a courtesy, Armstrong also credited Mr. [redacted] for the 2 months and 21 days of service after equipment was not returned.Armstrong has made every attempted to contact Mr. [redacted] regarding this matter, but was unsuccessful in reaching him.Armstrong encourages Mr. [redacted] to contact our Customer Service Center if he has any additional questions. Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information.Sincerely,Agency Complaints Response Team cc: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***Hi there -I received a satisfactory response to a complaint (ID [redacted] ) that I filed on 3/9/against Fifth Third BankUnfortunately, I received the response while I was out of the country and had no access to the internet to follow up on this response.Due to the lapse in time for me to respond, on my Revdex.com complaint hub, it says that " This matter is now closed in Revdex.com files, and will appear in the company's Revdex.com Business Review as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied." " However, I would be grateful if this could be updated to indicate that I am actually satisfied with the way this was resolved.Apologies for the late response! I hope this matter can still be resolved! Adam Pat Fifth Third really helped smooth out the issue and ensured I wasn't being charged for services I did not receiveThank you, and please let me know if there's anything I can do on my end now that I'm back in the US!

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 complaintI'm still very dissatisfied with 53rd Bank They could care less about their customer satisfactionDo they think an apology is going to make this a better situation? They apologized day after day, week after week, month after month while I called to try to get information on my loanThis went on for monthThey could care less that I waited months and wasted my savingsThen I was denied for a home loan A home loan is a valuable investment How dare they continue to make up excuses on why it took months to decline my loanNo company can stay in business that wayNo seller is going to let you take months to close on a houseNo real estate company is going to sign a contract for months eitherThe bank here in [redacted] is no longer 53rd Bank It's been bought out by [redacted] *** It's no wonder they couldn't stay afloat here in [redacted] *** What a joke!Sincerely, [redacted]

[redacted] *** [redacted] *** [redacted] *** Date: February 28, Account: [redacted] Regarding Your Fifth Third Mortgage Loan Dear [redacted] ***: We received a copy of the complaint you filed with the Revdex.comWe are sorry to hear about the difficulties that you have experienced and we appreciate the time you have taken to document your thoughts and concernsWe strive to provide quality service to all of our customers, and I apologize that we failed to meet your expectationsPlease be assured that Fifth Third Bank takes your feedback seriously, and I have contacted the relevant parties to pass on your concernsBecause we had already disbursed a $4,tax payment on November 1, 2017, our Tax Department attempted to reach [redacted] by telephone to verify the additional amount dueOur records indicate that multiple attempts to reach [redacted] were made by telephoneThese attempts were not successful, and the amount due was eventually verified through their websiteFifth Third sent a tax payment of $to [redacted] on January 2, The taxes were due for November 13, 2017, so Fifth Third paid the late fee and interest penalty for youPlease be advised that your upcoming tax payment will be processed from your escrow account as scheduledWe anticipate paying [redacted] $2,by May 10, If you feel this may have impacted your tax liability, please consult with your tax adviserSince the full impact cannot be determined until future tax returns have been filed with the Internal Revenue Service, we invite you to revisit with us after you file your tax returns to discuss any impactWe apologize for any inconvenienceYou are a valued customer and I appreciate this opportunity to address 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, Alison S.Office of the President Pc: Revdex.com

After reviewing the customer’s most recent comments, we believe we have fully addressed the customer’s concerns in our prior responsesBecause no new information was provided, we will not be sending any additional written responsePlease update your file as neededThe bank's previous responses to [redacted] are attachedThank you, Alison SCustomer Care Team SpecialistOffice of the President | Fifth Third Bank

[redacted] [redacted] [redacted] *** Date: December 28, Account: [redacted] Regarding Your Checking Account Dear [redacted] : We received your email sent to our Board of Directors, are well as your complaint filed with the RevDex.com regarding your checking accountWe appreciate the time you have taken to document your thoughts and concerns regarding this matterWe were able to confirm that a dispute was filed on October 5, 2017, on a transaction from [redacted] for $that posted to your checking account on September 29, We have confirmed that the provisional credit was removed on December 1, On December 7, 2017, a second (2nd) debit for $was taken from your accountOn December 8, 2017, our [redacted] Banking Center provided a credit for $to your account until our Dispute Resolution Department was able to issue a credit to your accountOn December 13, 2017, our Dispute Resolution Department issued a credit of $to your checking accountThe [redacted] Banking Center removed their credit from your account on December 14, After your transaction dispute was filed on October 5, 2017, a provisional credit was issued to your checking account on October 25, A letter was sent to you on October 25, 2017, indicating that the provisional credit was issuedOn page two (2) of the letter, we requested that you provide us with a written statement regarding the disputed itemIt should be noted that the Bank does not have to receive the written statement from you in order to continue to the dispute process on the transactionThe merchant was able to provide proof that the transaction was validA final letter was mailed to you including copies of the merchant documentation for your referenceThe letter indicated that the provisional credit was to be removed from your checking account on December 7, 2017; however, we removed the provisional credit two (2) times, as indicated abovePlease be assured that we have ensured this matter was reviewed and addressed by the appropriate personnelWe apologize for any difficulty or concern this may have caused youWe strive to provide professional and accurate service to our customers, and again I apologize for any inconvenience this may have caused youIf I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, a.mto p.m., ETSincerely, Brandy W.Office of the President Pc: Board of Directors Revdex.com

[redacted] [redacted] [redacted] *** Date: April 10, Account: [redacted] Regarding Your Installment Loan Account Dear [redacted] : We received a copy of your complaint filed with 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 matterFifth Third Bank has an automatic payment service called Auto BillPayer that customers can utilize to have their monthly payments drafted automaticallyI verified that you have never been enrolled in the automatic payment serviceHowever, I confirmed that you schedule payments to your installment loan online via our website at 53.comWhen scheduling your payments online, you can select how much of the payment should be applied as a regular payment, and how much of the payment should be applied as a curtailmentA curtailment is a payment applied to the principal balance of the loanA curtailment does not pay the account ahead or partially pay the next payment dueOn October 2, 2016, you logged into the website and scheduled two (2) payments to the installment loanYou scheduled a $regular payment to process on October 3, You also scheduled a $curtailment payment to process on October 17, Because you scheduled the $to be a curtailment, the $did not count toward the payment due in October The funds reduced the principal balance of the loanOnly the $you scheduled as a regular payment was utilized toward the $payment that was due on October 21, As a result, the loan became past dueYou contacted the Bank on October 31, 2016, to advise that both payments were to cover the regular payment dueOn November 3, 2016, we reapplied the $curtailment as a regular payment and the account became current that dayNo late payment fee was applied to the account and no late payment was reported for the accountThere have been no other requests to reapply payments on your loanI confirmed on April 6, 2017, that all payments for your loan are listed as current with the credit reporting agenciesWe are not reporting any derogatory informationWhile reviewing your concerns, I noticed that you made a $curtailment payment on January 17, 2017, and a $curtailment payment on March 16, 2017, online via our websiteIf you would like these payments reapplied to pay the loan ahead, please contact me directly using my phone number listed belowI would be happy to assist youAs of April 6, 2017, your loan is current and the next $payment is due on April 21, Please note that when making payments online via our website, if you enter an amount into the “Additional Principal Amount” field on the payment screen, those funds will not be applied toward the monthly payment dueFunds entered into the “Additional Principal Amount” field will be applied as a principal reduction payment only and will not pay or partially pay the next payment due on the accountIf you are interested in signing up for Auto BillPayer, please contact Auto BillPayer at ###-###-####Auto BillPayer is available to assist you Monday through Friday from a.mto p.m., ETWe 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: Revdex.com Enclosure: Payment History

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] I don't agree with what was updated on my credit report because Fifth and Third Bank decided to increase my balance from $8,to $13,after yearsWhy wasn't it updated over the years? Why did I have to dispute it for them to added incorrect information to my report? I feel this should be removed because its years later that they decided they want to add this information [redacted]

[redacted] [redacted] **. [redacted] *** Date: October 24, 2017 Checking Account: [redacted] Regarding Your Disputed Transaction Dear [redacted] : We received a copy of the complaint you filed with the RevDex.com. We are sorry to... hear about the difficulties that you have experienced and we appreciate the time you have taken to document your thoughts and concerns. We strive to provide quality service to all of our customers and I am sorry for your unsatisfactory experience during your previous attempts to resolve this matter. A charge of $626.88 was made with the joint account holder’s debit card ending in 3937 on June 26, 2017. The related checking account was closed on July 31, 2017. There was no transaction dispute filed with the Bank because you resolved the matter directly with the merchant. When the merchant issued a credit of $626.88 to the debit card on September 16, 2017, it stayed on the card. The checking account was reopened at your request on September 16, 2017, by your local Financial Center with the expectation that the credit would automatically move over to it; however, a manual adjustment was required. You contacted the Bank on October 2, 2017, to request that the funds be moved into the checking account. The agent you spoke with advised you that the funds would be moved within three (3) business days. Your follow-up call on October 9, 2017, triggered another adjustment request to move the credit from the card into the checking account. The credit posted into the checking account on October 16, 2017. The checking account ending in [redacted] was not overdrawn during this interval and no fees were charged to the account. I understand your frustration regarding this situation and I am sorry for any inconvenience this matter caused you. Please be assured we have researched this matter fully, and passed your concerns on to the Bank’s senior management. The checking account ending in [redacted] remains open with a balance of $3.47. If your intention is to have that checking account closed, please contact me using the information below and I would be happy to assist you further. You are a valued customer and I appreciate this opportunity to address your concerns. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Alison S.Office of the President Pc: RevDex.com