Consumer complaint received 2016-12-09
Company: FIFTH THIRD FINANCIAL CORPORATION
State: VA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
Around XXXX of 2016 I applied for a loan and was denied because they stated that I was behind on my auto loan with 5th 3rd bank. I stated that I was not, so I called them up and they stated that this was because they put insurance on my vehicle. I informed them that I have always had insurance. As I am an insurance agent. So she stated that she would get it all corrected and have a letter sent to the credit bureau fixing the situation. Then the next month I get a letter stating that I was delinquent in my account. So I again call up and finally speak with XXXX XXXX who says no it has n't been corrected to please email copies of my insurance XXXX pages. I do ask instructed, after a couple hiccups I get an voice mail message from XXXX XXXX stating that everything is correct and that I actually do not owe anything until XXXX XXXX. I call back and verify this with him again. Then I wake up on the morning of XXXX XXXX, 2016 to find that my car is missing. I call the police where I am informed that it has been repossed. I have to wait until XXXX to get anything started. I call the bank and they tell me that I owe back money and I am not even allowed to talk. I keep getting over talked and told over and over that they are going to hang up the phone on me. I finally get to say what is going on they state they will have to do research but do not make any indication that they are going to make this a high priority since it was their error. I ask for a manager to call me back. I was told one would in 15 to 20 minutes later. We are over 24 hours and still no return phone call. After another round of phone calls at almost XXXX. I am told that they have figured out that this was in deed a " bank error '' but that they can not guarantee that I will get my car back today. When I stated that this was not an acceptable answer as my husband and I are both out a days pay due to this we could not have this go into another day. I was speaking with XXXX employee number XXXX who kept stating that he was doing me a service in helping me get my car back from it being wrongfully repossessed. Again he talked over, and down was very insulting during this phone call and hung up on me. I called back and asked to speak with the supervisor where I was told that they were the highest level of authority that I could speak to. I finally was able to talk with a supervisor XXXX XXXX, who was the first XXXX in all the day who treated me with any kind of decency. He told me who he was first and last name, his direct contact plus department line and made sure that I knew every step he was doing to get my car back as it should of been. I have never been made to feel so violated in all my life as I was by this experience. The bank had all the power over something that I had worked so hard for and have been making payments on for years ( I only have about 8 months of payments left ) and then to top it all off to be made to feel like no would listen to you nor be even a little empathic towards what it is you are going through or to even put on a front as to that they want to right a very big mistake.

Company response to consumer: Closed with explanation