Consumer complaint received 2021-05-06
Company: FIFTH THIRD FINANCIAL CORPORATION
State: NC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
I would like to report unethical business practices by Fifth Third Bank, XXXX XXXX XXXX XXXX XXXX. On XX/XX/XXXX I signed with my step-daughter for a car loan. All was well until she left for college a year later. XX/XX/XXXX I was called saying the payment was late and immediate payment was needed. Away at college she did not find a job as soon as expected, but the tragedy is she neglected to inform me of her hardship. I called the office, paid the balance, and was sent papers to extend her loan to give her time to find employment. I made sure my correct address and phone number was in place and acknowledged that I would like to be inform in a timelier manner in the future. As they were calling my daughter but somehow found my number when the account was reaching crisis level. I have verification cards dated XXXX XXXX and XX/XX/XXXX. In my mind all was well, I was assured with me being on the account and information validated, that I would be informed of account. 

On XX/XX/XXXX I received a notification that my credit score dropped XXXX to XXXX pts on my various credit ratings. I was in disbelief and shock. XX/XX/XXXX I called Fifth Third bank it was confirmed to me that XXXX payment was XXXX days late resulting in the credit fall. On second look XXXX decided that it was not a late payment and transferred me to XXXX in XXXX to assist with a resolution. My understanding was that for several months in XXXX my daughters payments was deferred as a consolation given to the customers via the Fifth Third, but XXXX was missing a payment but XXXX payments was made in XXXX so the account should be payment short for XXXX and it could be paid by XX/XX/XXXX and the late payment should be removed. In being transferred to another Rep to get the removal of the delinquency on my credit report a few dropped calls later I was connected to someone else that said they needed to view the account more closely and would call me back. 

On XX/XX/XXXX I inquired with Fifth Third about the results, fearing that XX/XX/XXXX would make it a legitimate late payment. I was told that the account was continuing to be viewed. With the payments confusion was occurring and to call back. 

On XX/XX/XXXX I called again. A few more dropped transfers and I finally reached XXXX. XXXX said XXXX payment was missed for XXXX was missed by the other Reps but XX/XX/XXXX XXXX was paid so all should be well and to now pay XXXX to cover XXXX. I told him that I have missed the grace period waiting for a decision. He said this can be handled and transferred me to XXXX. XXXX was wonderful. She confirmed several things for me. I was placed on cease and desist to call XXXX XXXX, but she could not confirm by who or how it was activated. She walked me through the steps to establish online banking so that I could visibly make sure the payments were being made ( as I instructed my daughter to make full payments because payments were causing confusion with her and the bank ). We were moving along well, and we somehow got disconnected. I started over from the beginning because we had not dealt with the cease and desist. I was told by someone in Customer Service that cease and desist was handled by an offshore group and they probably do not verify the accounts when making the changes. But disconnected me when I asked more questions about the process. Calling back I received XXXX who was not able to remove the cease and desist, because I needed a written retraction via mail. Not happy that someone could call in and change my information, but I needed a written notice to remove it ; he supplied me an email address of XXXX XXXX XXXX. And transferred me to XXXX in XXXX to finally receive a conclusion about my credit. XXXX stated that the account was XXXX days late because the XX/XX/XXXX payment cleared at XXXX pm and the hours end at XXXX. She also stated that it looked like some numbers were finger checked on the XXXX attempt and the resend was what made it late. She suggested I ask for the delinquency to be removed because the payment did clear on XX/XX/XXXX. But transferred me to XXXX. XXXX glanced at the account, laughed, and said once a delinquency hit the account it was highly unlikely to be removed. I inquired about Voluntary Repossession and was transferred to a very nice young lady. She asked that I not make such a hasty decision because she could tell I was frustrated, but the repossession would reflect on my credit and I would have an additional problem. But supplied me the information requested and asked that I think it over. I adhered to her request and ended the call. With my daughter pleading her case and the obvious confusion with the account and the many eyes and hands on the account I decided to take a break from it and resume later. By the way, I did receive Verification of Contact information change and my number added to the account again. Followed by a letter on XX/XX/XXXX switching my address to the XXXX XXXX listed above. I asked to have this changed but now finding it did not. 

XX/XX/XXXX I called and received XXXX. She viewed the account and admitted that the payments was probably the culprit in this matter. She would send a credit dispute to XXXX on my behalf with Reference number XXXX. She too felt that this should be resolved and possibly forgiven as the account was clearly a mess and no one seem to have the same opinion about the situation and the bill had been balanced out. 

XX/XX/XXXX I received a letter stating that the account had been viewed and the result of the delinquency would stand. But then XX/XX/XXXX I received a letter for a credit of {$6.00}. I dont pay the bill so not sure what it was for but viewed the account and all seemed well. 

XX/XX/XXXX I received an email after business hours that my contact information had been changed. I called the office on XX/XX/XXXX and once again there is a cease and desist placed on the account. XXXX stated that the XXXX Department had placed it but no mention of who authorized. I was transferred to XXXX. She did see the cease and desist was added but she too had no information of by whom and found it weird because the account is current so no one should call anyway. XXXX viewed the account and asked if I ever consulted with my daughter about payments in XX/XX/XXXX because it was an option and maybe that started the problem. I was transferred to XXXX XXXX. XXXX XXXX confirmed that there was no agreement on file for half payments in XXXX but saw XXXX payment but the conclusion of it paid on XX/XX/XXXX which was within the grace period. She stated that the letter sent for the denial may be a blanket letter from Reps that view the account, and I should try again because there are clearly some mishaps on the account, and I possibly do not deserve the delinquency of with COVID and other national issues the Company may work with me with a one-time forgiveness letter to remove this from my credit report. I was supplied another address to remove the cease and desist from my account. 

XX/XX/XXXX I receive a decrease in my credit rating for XXXX. I had been informed around the end of XXXX that my personal information may have been hacked via a friends account and name. I instantly placed a fraud alert on my credit report and was thinking this may be related. But I called XXXX and they stated that it may deal with the delinquency. 

XX/XX/XXXX I called Fifth Third and reached XXXX. She viewed the account and said there is nothing concerning the delinquency since XX/XX/XXXX. She also informed me that the Company did not report the account as balance paid at the end of XXXX as I was told. But there was a new history of payments was mailed to me XX/XX/XXXX. I have not received it and she was resending me one Request # XXXX. ( What I received on XX/XX/XXXX is yet another Verification of Contact change of information with the XXXX XXXX listed again ). She also stated that I should receive a credit report, fax it to them at XXXX when received, they will review it and if them not contacting the credit bureau is the cause for the new XXXX point drop ; they would resolve it. 

I have no faith that Fifth Third Bank will do any such thing. I retire in a few years and had begun searching for a retirement home before the horrible incidents that started my XXXX year. Can you please contact Fifth Third Bank and assist me with a resolution? I would love for my credit score to be restored as this is one of a few debts that I even have attached to my name, because I was trying to have a clean record when finding my retirement home. This has been a valuable lesson and I will not extend myself into anyone else affairs again. I have made the attempts with Fifth Third, but my efforts seem useless. I am currently encouraging my daughter to trade, sale, or refinance the balance of the car. I do not want to continue this circus. But her credit was affected as well so I may be imprisoned for yet another year. 

Thank you in advance for your assistance, XXXX XXXX

Company response to consumer: Closed with explanation