Consumer complaint received 2021-09-28
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Old information reappears or never goes away

Complaint:
Complaint against 5/3 Bank for : 1 ) violation of privacy rules- the Bank was sending reminders about payment intended to my ex-husband to my email address. ( attachment B ) 2 ) Violation of their own policy regarding authorized users of account - 5/3 bank put me on my ex-husband 's account as " user-spouse '' ( attachment C ) even though he did not authorized the bank to do so. 
When he requested my name to be removed, 5/3 bank employees ( multiple ) said " it can not be done '' He did so multiple times. Last occasion was yesterday, when the Bank 's employee- Ms XXXX XXXX said the same as many others before : '' it can not be done ''. And she also added : '' by the way, that account was closed on your ex-wife 's request on XXXX. '' This was simply a lie. The account was closed by 5/3 bank on XX/XX/XXXX. See attachment C. 
3 ) lying to the customer/misleading the customer - I went to multiple branches of 5/3 bank, talked to multiple people, the reply was always the same " don't worry about it ''. 
4 ) gross negligence that caused harm to the customer - as the result of " don't worry about it '', my credit score suddenly dropped over 200 points. I have to point out, that during the last 10 years my credit score never dropped below 700. I have no late payment. I always paid more than the minimum monthly payment. I paid off my personal loan faster than it was scheduled. Now my score is XXXX. 
5 ) malicious behavior - after filing complaint with XXXX XXXX XXXX and rejecting the Bank 's first reply with detailed reasoning as to why I rejected it and submitting documentation that proved that their reply to my complaint was factually incorrect, 5/3 bank decreased my credit limit from {$2000.00} to {$1900.00} - just to make sure I would not be able to hire a lawyer. ( attachment D ) Details : XXXX XXXX, XXXX - My husband opened a Credit card account at 5/3 bank. He was the primary account holder, I was authorised user as spouse. Account # XXXX. This account was closed in XXXX or XXXX. 
XXXX XXXX, XXXX - my husband and I met Ms. XXXX XXXX at 5/3 bank in XXXX Ohio to separate our accounts, because we were getting divorced. 2 accounts were transferred to me as the primary owner. I was supposed to be removed from the rest of accounts as user. 
XXXX - my ex-husband started to use credit card account # XXXX. I found out when I logged in to the online banking. I could see the account. I went to 5/3 bank and told them about this issue. The employee looked into the computer and told me " don't worry about it, I can see that this account is used by your ex-husband only ''. 
- XX/XX/XXXX - I changed address upon which 5/3 bank mailed me the document that listed all " account affected '' ( attachment A ) As you can see, neither account # XXXX, nor account # XXXX is listed. 
- XX/XX/XXXX- I received email from 5/3 bank that reminded me to " pay attention to account # XXXX '' The email was intended to XXXX. My ex-husband 's email. 
I went to 5/3 bank on XXXX XXXX XXXX, XXXX, Ohio, where a gentleman called XXXX XXXX looked into the computer and got confused. He said he did not understand what was going on. I asked him to print out that page he was looking at. He did. And I am very grateful for that. ( attachment C ). 
As you can see, 5/3 bank closed account # XXXX. Reopened the old account # XXXX as replacement without updating the data. The 5/3 Bank credit card Agreement stipulates, that the account holder " may request card for authorized users ''. - my ex-husband did NOT request a card for me as authorized user. The Bank did not send me a card for this account. On the day of reopening this account as replacement for # XXXX, I was not his spouse. As he had remarried, his spouse on that day : XX/XX/XXXX was XXXX XXXX. Not me. Totally different person. 
Yet, this Mr. XXXX XXXX called me a week after our meeting and informed me that the account is mine (!! ) and that I am responsible for the balance. 
ANOTHER TWIST : This account ( # XXXX ) was closed by the Bank on XX/XX/XXXX. 
I accused my ex-husband of committing bank fraud. 
He went to the Bank, where he was told that he had no active account and no outstanding balance. He can give a sworn statement about this. 
XXXX XXXX I received from 5/3 another reminder about account # XXXX. I decided to go to 5/3 bank in XXXX, Ohio, because that is the place where everything started. XXXX XXXX was not in, I was talking to a certain Ms. XXXX, who after checking her computer told me the following : '' ignore the reminders, we know it is your ex-husband who was using this account. '' To stop me from being harassed by these reminders, she turned off all my notifications. 
- XX/XX/XXXX- my credit score dropped over 200 points because I " failed to make the minimum payment on my (!! ) account ''. 
This was the point when I threatened my ex-husband with legal action against him. Yet, after discussing the whole matter, we found out that the only guilty party in this whole saga is the 5/3 bank. 
I wrote a complaint to the manager of 5/3 bank in XXXX, Ohio. He replied with asking me to give him a call. I replied, that whatever it was he intended to say, I wanted it in writing, because spoken words can be denied. Never heard from him since. 
- XX/XX/XXXX - I filed a complaint against 5/3 bank at XXXX XXXX XXXX. 5/3 replied. As their reply was full of factually incorrect statements, I rejected their reply and gave detailed reasoning and attached supporting documentation. 
5/3 bank failed to reply to my rejection letter. Instead of replying, the Bank decreased my credit limit from {$20000.00} to {$1900.00}. 
Had the bank replied, they would have to admit their error. 
But denying responsibility for their mistakes is the company policy at 5/3 bank. A company policy, that - after years - results in class actions. 
Bottom line : 5/3 bank never once reminded the account owner that his account needed attention. When he went to the Bank, he was told he had no active account, no outstanding balance. 
5/3 bank ruined my credit score and left me with credit limit of {$1900.00}, because I did not make a payment on the account that was not mine, where my name should not be at all, to which I never received a card and by the way, which was closed by the Bank on XX/XX/XXXX.

Company response to consumer: Closed with explanation