Consumer complaint received 2017-05-16
Company: FIFTH THIRD FINANCIAL CORPORATION
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
We are so frustrated with this bank back and force. We bought the car and dealer ship find the offer for the loan. Because we were buying the house so we paid 55 % for down pay and loan for the rest {$17000.00}. I thought it is financed by   XXXX  , but actually is not, and this bank is not in CA. I have never felt so hard to communicate with them. You calle d 100 tim es you  may only can be reached one  time, and they will not fix the issue they created, and blame you did not send. The  XXXX  I spent almo st four  months to be proof we have the insurance coverage. And they just kept sending you letter to call, or left you the voice message to call, but never fix the issue. They kept saying they did not receive, and I asked for the address need to request they are not willing to provide and it was not shows on their website. I had to call  XXXX ,  XXXX ,  XXXX ,  XXXX ,  XXXX , all these numbers and been transferred can not count how many times to be fix just the proof of the insurance. They shows the number M-F  XXXX  -  XXXX , SAT  XXXX  -  XXXX  EST. Trust me, 90 % M-F their professional customer service office has been closed or have to call another time. And SAT totally no one work. Every time different rep will tell you the different thing, and their online message and mailing letter also make you feel they are not work for the same company since they do not honor what you sent online or mail or called. We were set the auto pay at the beginning, but we just feel no trust for this bank since the insurance case because they have no action to fix the issue, just as the answering machine to mail you the notice, and then over sudden changed my payment from {$320.00} to {$620.00}. Will you be trusted this kind of bank and this kind of service? But this came to us the big issue. We have bought the new house and the bank account was transferred. I sent the notice before that, again they still charged the old  XXXX  and stated can not be charged. I used almost  two  months to update the correct account #. Then I started to have log in issue, can not pay online. I kept contacting, first told us they do not take card, even though bank card ; second round told me they only accept the check to be mailed. I do not have checks and I was busy season overtime everyday and also work on the weekends, so I have to order online and wait the check delivered. on  XXXX / XXXX / XXXX  when I went to lunch and noticed that my car gone. And again they blamed us and said no records. I do not want to argue, just want to get the car bac k ASAP . It was under my mother 's name, but they towed at my work, a private business property and nothing related to my mother. I had my house key ( garage remote ), my company door key, my friend 's garage key, and some personal items in the car such as  XXXX   XXXX , my  XXXX  ring, I pod touch. The rep from the bank was threatened me that it will be lost and they are not responsible. I can not sleep every night since the car gone, and I have to break to enter to my house, and any one  may  have my key to access. My mother is in  XXXX , and I will go on  XXXX / XXXX / XXXX , too, and we are not back soon. I paid whatever the rep said on  XXXX / XXXX / XXXX , and until now I still can not arrange to pick up the car. And after that no more call from them and I kept calling every day but can not get the pick up information. Per law, they have to return my personal property that not belong to the car, and they did not provide me the detail for the charge, only a total amount for the receipt. They left the voice message to me to call  XXXX  to schedule the pick up. Oh my  XXXX , the headache like last year came again, you called  XXXX  and they said I can not because the loan name was my mother. I said I talked to the bank, and I paid because she is not here, but I was the  XXXX   to drive,   and the insurance shows my name. They just kept saying I need to call bank, and then again the office clos ed. Everyday j ust repeated back and force to call, and they still do not give me any information. I asked my mother to sign the paper for me to authorize I will rep for her, but this mistry bank does give you the number to do. And this morning I called, I was so mad that the rep just told me they NEVER TALK TO ME BEFORE, can you image? You charged to my account, and the receipt for the charge shows my name on the letter, and you said never talk to me before. I just want to get it back ASAP, and I am worried about what they will do for my car and my personal staff. They are rude and only machine repeated professional customer line and I have called since  XXXX / XXXX / XXXX  and now still can not schedule the pick up. And they have been released and they left the voice message that I can pick up. But now the pick up agent kept saying I have no rights to pick up have to call bank, and bank was telling me we never spoke before. I am like the ball to kick from this number to that number, or this department to other department. And when I agreed to pay the amount they accepted, they told me they do not accept the mailing check because it will not be security, again. I do not know what to do now, and I can not sleep and watch over all my properties that  may  have the problem. And they are not willing to release to pick up the car. Last year was trying to earn money through the insurance, until I filed the BBB case, finally stopped. This year for what, get the forever storage fee? I need help to get the car bac k ASAP.  Please help. I have to take the day off to call them since they are hard to reach, and if pick up I still need to take the day off. I am not bank, I earned every penny by my hard working, and we are not happy for people trying to steal my money. PLEASE HELP.

Company response to consumer: Closed with explanation