Consumer complaint received 2017-06-30
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
On Wednesday, XX/XX/XXXX, I received a morning call saying the person " XXXX '' was from 5/3 Bank and requesting my birthdate. I have a policy that I do not provide such private information to an unsolicited call and I stated this to the person. They indicated that I could call 5/3 and gave me an XXXX # to call. I then pulled out my credit card and called that XXXX #. I had a conversation with their call center ( " XXXX '' ) in which I learned that my account was in rears by {$45.00} from a charge I did recognize. I pointed out I had never received a bill for this charge. I checked my checking book ledger and my collection of paid bills ( I keep all receipts of bills I 've paid including amount paid, check number and date of payment ). I have no record of ever receiving this bill. I have a very good credit rating and always pay my bills. This bill never appeared. <P/>The call center person " XXXX '' gave me a credit for the late fee and indicated I could pay this on the next credit card bill that was just cut on XX/XX/XXXX. I have not yet seen this bill though I have paid previous 5/3 bills in the past so they seem to be able to get their bills to me at my address. <P/>At this point I also spoke to the first-line person 's supervisor ( " XXXX '' ). I said that I thought I had been well treated on this call. However, I was very upset with the earlier call claiming to being a " 5/3 bank '' person and requesting my birthdate. I told the sup I do not provide such private information to an unsolicited phone call. The Supindicated that information would be logged and discussed in a future policy discussion. <P/>I did not log these calls received or made on XX/XX/XXXX in detail. I thought the issue had been resolved. I was wrong. Calls on XX/XX/XXXX andXX/XX/XXXX were/continue to be logged. I will continue to log any calls after XX/XX/XXXX at XXXX should they occur. <P/>XX/XX/XXXXin XXXX EDT - Got a call from a female claiming to be with 5/3 bank and asking for my Birthdate. I refused and expressed my policy about such matters. She hung up on me. <P/>XX/XX/XXXX at XXXX EDT - Received a call from " XXXX '' saying he was from 5/3 Bank and would I provide my birthdate. I repeated I do not provide such private information on such a call. Then I asked to speak with his supervisor. XXXX transferred me to XXXX ( TID : XXXX ) to whom I repeated my policy about my birthdate and then discussed how I had spoken to a line person and supervisor the day before where, assuming they are calling about this past-due bill, I have resolved the issue, will pay the bill when it arrives and received a credit for the late fee. Then I indicated that I consider this call as harassment and that if these calls persisted I would be filing a complaint with the CFPB. XXXX could not guarantee that the calls would stop, apparently looked over my account ( though I never gave my Birthdate and did not respond to the change in my status from my conversation of yesterday. I asked to speak to XXXX 's boss, he said there was no one above him present. I asked for his Boss ' name which he would not provide. XXXX suggested I call their XXXX # which I replied I already had and to my understanding had resolved any outstanding late charges. <P/>XX/XX/XXXX at XXXX EDT - Got a call from " XXXX '' with " 5/3 Bank '' requesting my birthdate. I quoted my policy about offering such sensitive information. She also requested my social security number and name. I had already provided my name but also will not offer an SS # to an unsolicited calls. I asked to be transferred to her supervisor. She would not transfer me and then hung-up on me. <P/>XX/XX/XXXX at XXXX EDT - Got a call from " XXXX '' with " 5/3 Bank '' asking for my birthdate. I refused and quoted my policy. She then hung-up. <P/>I am now filing my promised complaint with the CFPB. <P/>The basic complaint is that while I resolved the issue in my own call-in to the credit card XXXX # on Wednesday, XX/XX/XXXX, I continue to receive calls from many claiming to be 5/3 bank employees/representatives. Even though in one case I was able to speak to a supervisor of that call 's front-line person, they continue to call me. <P/>I consider this harassment now going on two days since the mater was resolved with a 5/3 call center person.

Company response to consumer: Closed with explanation