PROCORPSA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  While the complaint led Fifth Third to remove the offending pop-up from my login screen, the bank's representative warned me that it might only be a temporary solution, and that it may return. Well, not only has that happened, it is now a full-page pop-up (please see attached image). Further, it seems that this is Fifth Third's new modis operandi - to place pop-ups on the login screen for information they want, which they claim is optional, but the pop-ups will not go away until I comply. This is simply not acceptable. If the information is optional, then there should be a choice to opt-out permanently.
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 do  accept that after looking at the records that they did mail me another check  for the amount which I did cash- but I still incurred $24.00 in fees for the initial checks they mailed me , so I am requesting the re-imbursement of $24.00 to me. I don't know why they mailed the amount in question twice to me -i did not request it.  But I should not have to pay fees for their mistake. 
Regards,
[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.   I just wanted to let you know that the matter involving Fifth Third Bank was semi-successfully resolved.Thank you for all you've done for my wife and myself in helping to get some satisfaction from this institution.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  Regards,
[redacted] Problem: this bank still shows that I have a neg balance as I made a deposit on Dec 2 of 265.00 hey are showing I owe -265.00 this is not true this is wrong #[redacted]Desired Outcome: correct the problem show zero and take off Fraud off of my chexk system

[redacted] Date: March 29, 2016 Account:         [redacted]Regarding Your Express Banking AccountDear [redacted]:We received a copy of the letter you sent to the Revdex.com regarding your Express...

Banking account. We appreciate the time you have taken to document your thoughts and concerns regarding this matter.On behalf of the Bank, please accept my sincere apologies for any inconvenience or frustration this matter may have caused you. Please be assured we have researched this matter fully, and passed on your concerns to the relevant parties within the Bank. I also want you to know that customer concerns are reviewed by our senior and executive management teams as part of our ongoing commitment to improving our customers’ satisfaction.According to my research into this matter, when you met with one of our employees at the Franklin and Eastern Banking Center to open an account, at that time you qualified for either our Basic 53 Checking account or our Express Banking account. Since you expressed to the banker that you wanted an account with no monthly service charges, you chose to open an Express Banking account. We regret if the account has not met your expectations.Please also accept my sincere apologies for the level of service you previously received regarding this matter. We strive to provide professional and accurate service to all of our customers and we regret if this has not been your experience.According to our records, on January 29, 2016, a debit card purchase appearing on your statement as [redacted]BILL PAYMENT in the amount of $220.00, posted to your account. Because you filed a dispute with the Bank regarding this charge, the account was provided with a provisional credit of $220.00 on February 1, 2016. Additionally, the merchant returned this charge to your account on February 1, 2016. When the dispute process was finalized on March 17, 2016, the provisional credit of $220.00 was revoked at that time because the merchant had also refunded the account $220.00 on February 1, 2016. On March 17, 2016, the beginning balance in your checking account was $0.84. When the provisional credit was revoked by the Bank on March 17, 2016, the account became overdrawn. The ending balance in the account on March 17, 2016, was negative ($219.16). Since the Express Banking account is not assessed fees for an account overdraft, no overdraft fees were assessed to the account. I have enclosed a copy of the Overdraft Notice dated March 18, 2016, for you review.Please be aware that as of March 25, 2016, your account has a negative balance of ($218.16). Please deposit funds into the account as soon as you can to bring the account back to a positive balance.If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET.Sincerely, Adam P.Office of the President Enclosure (1): Overdraft Notice

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

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

[redacted] [redacted] [redacted] Date: December 16, 2016 Account: [redacted] Regarding Your Fifth Third Bank Account Dear [redacted]: We received a copy of the complaint you filed with the Revdex.com. 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 apologize if we failed to meet your expectations. This loan was reaffirmed after bankruptcy. There was a delay in sending out the overpayment from the payoff amount received September 19, 2016, because we needed to verify if the funds should be sent to the bankruptcy trustee or to you. A check for $238.73 was sent to you at the above address on December 12, 2016. The loan is closed and at a zero (0) balance. This information is provided in response to your request and is not an attempt to collect a debt. You were 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

Sara Martin 7002 Monarchos Drive New Albany OH 43054 Date: December 4, 2015 Account: [redacted]7913 Regarding Your Checking Account Dear Sara Martin: We received a copy of your complaint submitted to the Revdex.com concerning your checking account....

Please be assured that Fifth Third Bank takes your feedback seriously, and I appreciate the time you have taken to communicate your thoughts and concerns. On behalf of the Bank, please accept my sincere apologies for any frustration this matter may have caused you. We have researched the issues you had when closing your checking account, and found that the account was reopened multiple times during this process due to pending disputes. When an item is disputed and the investigation is in process, the account is generally kept open for any applicable refunds or debits to post. We apologize for any inconvenience that this process caused. According to our records, cases C1509653718 and C1509647137 that had been opened with our Disputes department have been closed after our representatives were able to speak to you about the resolution of your cases. I have verified that the large dollar hold on your account was released, a credit of $485.25 for the disputed transaction was credited back to you, as well as the overdraft fees associated with the disputed transaction. We deeply regret the inconvenience caused by these events, but were pleased to confirm that your account was closed November 12, 2015. Additionally, your comments expressing less than quality service that you have received during this process are very concerning. We strive to provide an exceptional experience to our customers with each interaction, and I am sorry we did not meet your expectations. I also want you to know that customer feedback is reviewed with our senior and executive management teams as part of our ongoing commitment to improving our operations. Ms. Martin, I appreciate this opportunity to address your concerns and thank you for your patience while waiting for a response. If I could be of further assistance to you, please contact me directly at (513) 358-9158 or toll free at (866) 360-5353, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Sarah Starkey Office of the President

[redacted] Date: October 14, 2016 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 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. Enclosed for your reference is a copy of the contract for your loan. Page two (2), section three (3), subsections b, c, and d explain default and repossession. Per the contract, your loan is in default if you do not pay when the loan is due. If the loan is in default, the contract explains that we may repossess the vehicle. Subsection e advises that you can redeem the vehicle if it is repossessed by paying the amount we quote for it to be returned. The $276.21 monthly payment for your loan is due by the eighteenth (18th) of each month. If the payment is not received within the ten (10) day grace period after that, a late payment fee is assessed. On July 8, 2016, we received a $579.35 payment that you scheduled from your [redacted] account. At that time, your account was past due for the May 2016 and June 2016 payments. The $579.35 made your account current. However, the payment was returned by [redacted] for insufficient funds on July 12, 2016. As a result, the July 8, 2016, payment was removed from your account and the loan was again past due for May 2016 and June 2016. You made another payment from E TX PROFESSIONAL CU on July 14, 2016, for $579.35. This payment was successful and was not returned by your bank. The July 14, 2016, payment brought your account current with the next payment due on July 18, 2016. Unfortunately, we did not receive another payment for the account after that. On September 20, 2016, the vehicle was repossessed. At that time, the account was sixty-three (63) days delinquent for the July 2016, August 2016, and September 2016 payments. I reviewed your account and confirmed that the July 8, 2016, payment was not reversed and reapplied to not go toward fees. That payment was returned by your bank for insufficient funds. Of the $579.35 you paid on July 14, 2016, $26.11 was applied toward fees. The amount paid toward fees would not have been enough to cover additional payment due on the account. The payment covered two (2) months of payment as you intended. I am sorry for any misinformation or misunderstanding about the double payment you made going to fees. The vehicle was repossessed because we did not receive any payment after the July 2016 payment to cover the July 2016, August 2016, and September 2016 payments. The repossession is not related to the July 2016 payments received. When a vehicle is repossessed, the Bank requires that the account holder pay the total amount due to redeem the vehicle so it is not sold at auction. The total amount due includes all past due payments, fees, and the repossession fee. Please note that if a vehicle is sold at auction for more than the outstanding balance of the loan, Fifth Third Bank sends a check to the accountholder for the overpayment. Our Collection Department made an exception to allow you to redeem the vehicle by paying just the past due payments owed, and we would then spread the amount of the repossession fee over the next payments for the account. The past due amount owed for those three (3) months was $885.52. We received your $885.52 payment on September 22, 2016. The vehicle was released for your possession that day. I confirmed that you have the following payment scheduled for the loan: ** $454.55 on October 18, 2016 ** $454.55 on November 18, 2016 ** $454.55 on December 16, 2016 ** $266.55 on January 18, 2017 Please note that we do not know what fee will be charged by the repossession company until we receive a bill from that vendor. For that reason, we estimate the repossession bill we will receive until it is charged. The extra $178.34 scheduled per month for three (3) months totals $535.02. However, the actual repossession bill we received and applied to the account on September 28, 2016, was only $477.59. Please feel free to contact the Collection Department if you would like to cancel and reschedule the ACH payments to accommodate the lower repossession fee. The Collection Department can be reached at ###-###-####. That department is available to assist you Monday through Friday from 8 a.m. to 9 p.m., ET, and Saturday through Sunday from 8 a.m. to 5 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: Note, Payment History

[redacted] Date: June 27, 2016 Account: [redacted] Regarding Your Essential Checking Account Dear [redacted]: We received a copy of the additional complaint you filed with the Revdex.com. We appreciate the opportunity to further respond to this matter. Per your request, we completed a review of the Essential Checking account ending in [redacted]. Our review of the account included the following activity: * On May 13, 2016, your beginning account balance was $2.44. The monthly maintenance fee in the amount of $8.00 posted to the account. Although there were insufficient funds to cover this transaction, there was no overdraft fee assessed to the account as a result of this transaction. After this transaction, the remaining negative account balance was ($5.56). * On May 25, 2016, your beginning account balance was $572.78. A check in the amount of $1,700.00 was deposited into the account; however, as outlined on the overdraft notice sent to you, $1,600.00 of the deposit was unavailable to you, per the funds availability policy outlined on pages seventeen (17) and eighteen (18) of the enclosed Rules and Regulations that were provided to you at account opening. There were six (6) debit card transactions, totaling $720.36 that posted to the account, leaving a negative account balance of ($47.58). Because you are opted out of Overdraft Coverage, the debit card transactions were not assessed an overdraft fee. ? On June 1, 2016, your beginning account balance was $827.26. There were ten (10) debit transactions that posted to the account, totaling $1,240.62, and leaving a negative account balance of ($413.36). Because you are opted out of Overdraft Coverage, the debit card, merchant payment and Automated Teller Machine (ATM) transactions were not assessed overdraft fees. However, there were insufficient funds to cover the online transfer to the account ending in 6669 and this transaction was assessed an overdraft fee of $37.00 the following business day. * On June 2, 2016, your beginning negative account balance was ($413.36). A deposit in the amount of $28.96 was credited to the account. In addition to the previously mentioned $37.00 overdraft fee, there were also two (2) debit card transactions, totaling $41.22 that posted to the account. Once these transactions posted, there was a negative account balance of ($425.62). Because you are opted out of Overdraft Coverage, the debit card transactions were not assessed an overdraft fee. I have enclosed copies of the overdraft notices that were provided to you for your records and review. Our review of the account determined there was no Bank error in the overdraft of the account and the fee that was assessed. Although there was no Bank error, in the interest of customer service, on June 3, 2016, the $37.00 fee was reversed and credited to the account. As we mentioned in our previous response,  your monthly service fee is not for the Bank to manage your money. The monthly service fee is charged for providing you an account to conduct your personal, family or household transactions. You also mentioned that you are using your personal Essential Checking account for business transactions. As outlined on page eighteen (18), section thirty-seven (37) of the Rules and Regulations, a personal or consumer deposit account should not be utilized for business transactions. If you would like to learn more about the business accounts that are available, please visit your local banking center or contact our New Accounts Department at ###-###-####, option two (2), Monday through Friday, 8:30 a.m. to 5 p.m., ET. Furthermore, you requested additional clarification on the pending transactions or card authorizations. When the debit card is used at a merchant, the merchant will communicate their intent to take funds for the purchase from your account. When this occurs, authorization is issued, and the merchant’s communicated amount will appear as a pending item on your account. That authorization, or pending item, places a hold on the available balance until the charge posts to the account. If the charge does not post to the account, the funds will remain held by the authorization for up to a maximum of five (5) business days before the hold is released. We appreciate your patience while we researched this matter. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, April Q.Office of the President Pc: Revdex.com Enclosures: Overdraft Notices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find the refund appropriate as a minimum.   However, Fifth Third Bank was negligent throughout the process of investigation which raises concerns about the lack of compliance with policies and procedures relating the security of customers when there is a fraud on an account.From the initiation of the compliant for the check totaling $4950, Fifth Third Bank should have recommended a series of actions to keep my funds safe.  No one asked me in the first filing of dispute to shut my account or discontinue my online access. It was when 3 transactions overall were detected when representatives from Fifth Third Bank recommended additional security actions. This lack of initiative from the Bank concerns me and I am sure is a concern for the community. There were a series of Fifth Third Bank representatives including Tammy (from Riverview, FL Branch) and Aaron (from Seffner, FL branch)  who stated "the bank should have shut down this account from the beginning." I highly recommend Fifth Third Bank to revisit, reengineer, and/or retrain staff members on how to follow proper security procedures when there is fraud on an account. A bank should never leave a customer in "limbo" while an ongoing investigation for ANY TYPE OF FRAUD is going on without provisional credit and/or additional security actions to protect customers. This was a highly stressful moment for me and my family. A customer should never have to panic because of lack of protection or initiative from their bank; this is unacceptable. I should not have had to file any dispute with the Revdex.com to receive a response a timely response (less then 30-45 days).There should be proper controls implemented on the organization to ensure scenarios like this don't happen or at the very least get addressed. Thank you for refunding me what belongs to me.     
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
Date: February 9, 2016
Account: [redacted]
Regarding Your Platinum [redacted] Account
Dear [redacted]:
We received your additional complaint that was sent to the Revdex.com regarding your credit
card payment. We appreciate the time you have taken to express your continued thoughts and concerns.
On behalf of the Bank, I apologize for any difficulties or concern this situation may have caused you.
However, we stand by our previous correspondence dated January 29, 2016, regarding your credit card
payment. We previously located the payment and applied it to your credit card account for the date the
payment was originally received. We also waived all of the applicable finance charges that were
assessed to your account. For your reference, I have enclosed a copy of our previous correspondence.
To maintain the security of your account, I am sending this letter to the address we currently have on
record for you. I noticed that the return address you used in your complaint is different. According to our
security protocols, I cannot update your mailing address based upon your correspondence. Please
contact either the Customer Service Department, or myself, to make sure that your accounts are properly
updated. The Customer Service Department can be reached at ###-###-####. I can be reached at the
telephone number listed below.
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 President
Pc: Revdex.com
Enclosure: Previous Correspondence

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

[redacted] Date: May 1, 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 July 27, 2012, we received a wage garnishment order for your account. The available balance in your checking account on July 27, 2012, was $427.57. As a result, we placed the $427.57 in your account on hold until the funds could be sent for the garnishment. I reviewed our records and confirmed that the $427.57 was unavailable in your account from July 27, 2012, through November 14, 2012, when we paid the garnishment. After we placed the $427.57 on hold, the available balance in your checking account was zero ($0.00). However, on July 30, 2012 you withdrew $240.00 from the checking account at an Automated Teller Machine (ATM), which reduced the available balance to negative ($187.57). Please note that your checking account had the ability to become overdrawn. You also had the ability to see at the ATM that the available balance was zero ($0.00). Additional Automated Clearing House (ACH) and check transactions processed against your account, but they were returned as unpaid because the Bank would not allow the available balance to become further overdrawn. On November 14, 2012, we paid the $427.57 per the garnishment order. Please note that during this time, two (2) returned items and overdraft fees of $37.00 each were assessed. The balance in your checking account on November 15, 2012, was negative ($314.00) due to the ATM withdrawal you completed and the fees totaling $74.00. You did not make any additional deposits to the account, so the balance remained negative. As a result, the account was charged off on January 8, 2013. The account was sold to the third (3rd) party collection agency TMT Management on December 16, 2013. Enclosed for your records are all of the checking account statements issued for the account. We confirmed that no Bank error occurred and the charged off balance is valid. Please note, however, that TMT Management is no longer in business and we are unable to verify what agency may now own the debt or the amount of debt that company may be collecting. I confirmed the account is not being reported to the intra-bank monitoring agencies [redacted] or [redacted]. We are also not reporting the account to any of the credit reporting agencies. We cannot remove a credit bureau reporting that is being reported by a different company. 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: Statements and Notices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and while I am NOT AT ALL satisfied with this particular response, I accept that Fifth Third Bank does hold all the power in this matter and will not change its position.  It is a sad reflection about this bank in that it would bend over backwards for an account holder with a much higher net worth to retain their business, but I have come to expect this from the business community in general.  I just hope that, should the day ever come where the respondent is in a similar situation or worse, they are treated with much more compassion that I was. 
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 Bank published that my payment was late during a refinance when it wasn't.The Bank is also charging me for late fees that weren't charged previously and that they have not informed me off.These practices are very suspect and I'd like a response specifically to these issues and not just a payoff statement which is not an adequate response to my concerns.
Regards,
[redacted]

[redacted] Date: May 22, 2017 Application: [redacted] Regarding Your Recent Loan Application Dear [redacted]: We received a copy of the follow up complaint you filed with the Revdex.com concerning your recent loan application. We appreciate the additional time you have taken to document your thoughts and concerns regarding this matter. On behalf of the Bank, please accept my sincere apologies if my previous response to you did not address all of your concerns. We regret 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. Although you did initially visit our [redacted] Financial Center on April 15, 2017, and were assisted by Retail Personal Banker Shari B. at that time, the application was not input into our loan system until April 17, 2017. The application was not input on April 15, 2017, because Ms. B. was unable to enter your application on April 15, 2017 due to system issues. Please also be assured that only one (1) loan application was submitted. When I was researching this matter previously, I contacted Ms. B. and she stated that she called you on April 18, 2017, after she realized that she mistakenly input an application for a Home Equity Loan instead of a Home Equity Line of Credit as you had requested. In response to your follow up complaint, I contacted Ms. B.. Ms. B. stated that you contacted her on April 20, 2017, and that is when she realized that an incorrect loan product was mistakenly selected when she input the loan application. Your statement that you notified Ms. B. of the issue with the loan application is correct. Ms. B. did not become aware of the problem until you brought the matter to her attention. Please accept my sincere apologies that this was not clearly communicated to you in my previous response dated May 9, 2017. A copy of my previous response dated May 9, 2017, is enclosed for your review and convenience. Regarding your request for all of the documents associated with the loan application, as was stated in my previous response to you dated May 9, 2017, the only documents associated with your loan application are the documents you received after Ms. B. input the loan application. They are the documents that you were provided with on April 18, 2017. Although the Bank did receive a copy of your credit report in connection with your loan application, the Bank is unable to provide you with a copy of your credit report because your credit report is not owned by the Bank. Your credit report is property of the credit reporting agencies. For this reason, you would need to contact the credit reporting agencies directly if you would like a copy of your credit report. If you would like to contact the credit reporting agencies directly to request a copy of your credit report, their contact information is below: [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### You may also request a copy of your credit report online by visiting annualcreditreport.com. I will reiterate that we are required by law to retain application materials for an extended period of time, and we must, therefore, deny your request to delete information regarding your application. You may, for instance, review the regulation at 12 CFR 202.12(b) (3) which imposes certain retention obligations on the bank. Please also be assured, as was communicated in my previous response regarding the level of service you received from Ms. B., your concerns were forwarded to the relevant parties at the Bank. Unfortunately, we cannot inform you of any specific actions that might be taken in relation to our employees since any specific actions we may take are only for the Bank’s internal use. Please also be assured that there is no evidence to suggest that the error made by Ms. B. was intentional. Ms. B. simply made a mistake when she input your loan application and selected the incorrect loan product. If I could be of further assistance to you, please call me at ###-###-####, or toll free at ###-###-####, Monday through Friday, 8 a.m. to 6 p.m., ET. Sincerely, Adam P.Office of the President PC: Revdex.com Enclosure: Previous Response Dated May 9, 2017

[redacted] Date: November 21, 2016 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 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 confirmed that your vehicle securing the loan opened on June 21, 2016, is a total loss. Please note that you are required to continue to make monthly payments for the loan until the outstanding balance owed is reduced to zero ($0). A copy of your loan contract is enclosed. We received a $10,322.11 payment from your insurance on October 31, 2016. We then received an additional $1,820.47 payment from [redacted] Gap Insurance on November 2, 2016. Insurance payments to cover vehicle loss are first applied to the outstanding principal balance owed on the loan before any of the insurance funds can be applied to interest. Insurance payments to cover the loss are not monthly loan payments as required by your contract, and they therefore do not advance the monthly payment due on the loan. Page two (2) of the contract, section a, states that you agree to pay back to the Bank everything owed even if the vehicle is damaged, destroyed, or missing. Section d states that if the vehicle is lost or damaged, we may use the insurance funds to reduce what is owed on the vehicle. By processing your insurance funds as principal balance reductions, we are reducing the outstanding balance owed. The $239.33 monthly payment for your loan is due by the fifth (5th) of each month. The last monthly payment we received for the loan was $240.00 on September 2, 2016, which covered the payment due by September 5, 2016. At the time we received the first (1st) insurance payment in October 2016, the loan was past due for the October 5, 2016, payment. The account was still past due for the October 2016 payment when we received the second (2nd) insurance payment in November 2016. The next payment we received after September 2, 2016, was $471.32 on November 9, 2016. The funds covered the past due payment owed for October 5, 2016, as well as the payment owed for November 5, 2016. Because the October 2016 payment was received more than thirty (30) days after the due date, the payment will be reported as delinquent to the credit reporting agencies during the next monthly reporting update. Please be advised that the $6.00 late fee we assessed on October 15, 2016, was waived on November 9, 2016. As of November 15, 2016, the outstanding principal balance owed on the loan is $1,966.45. The outstanding interest owed is $1.84, and there are no late payment fees owed. I confirmed that we are still waiting for the warranty refund and the anti-theft contract refund from the [redacted] dealership where the vehicle was purchased. We sent the request for the refunds to the dealership on November 2, 2016. Please be advised that it can take the dealership four (4) to twelve (12) weeks to provide the refunds. You will need to continue making the loan payments until the loan is paid in full. You may wish to contact the dealership directly to verify if they have processed our refund request. If your loan has an overpayment after the dealership refunds are received, we will send the over payment to your address on file within ten (10) business days. If there are still outstanding funds owed at that time, you will need to call your gap insurance company to advise there are funds still owed to pay the loan in full. 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: Contract

[redacted] Date: August 30, 2017 Account: [redacted] Regarding Your Platinum [redacted] Account Dear [redacted]: We received a copy of your complaint filed with the Revdex.com (Revdex.com) regarding...

your [redacted] 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 June 3, 2017, the Bank placed a temporary hold on your credit card ending in [redacted] due to suspicious account activity. When you spoke to our Fraud Department in June 3 2017, you were asked to verify the three (3) digit security code on the back of the card to release the hold. However, the call disconnected and the information was not verified. When you called and spoke to our Fraud Department on August 15, 2017, and requested to close the account, the representative advised you would need to provide to forms of identification in order to process the closure request due to activity on the account profile. However, this information was provided to you in error. The Fraud Department representative should have transferred you to the Customer Service Department regarding the account closure request. I am sorry for any inconvenience and difficulties this caused you. Please be assured that the relevant personnel have been notified of this matter. I closed the credit card account on August 29, 2017. Even though the account is now closed, the balance will continue to accrue interest and you must still pay at least the minimum payment due by the due date each month. 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