Consumer complaint received 2022-05-03
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I fell delinquent on my Fifth Third credit card ending in # XXXX in XX/XX/XXXX. I signed up for a hardship program with Fifth Third online to begin in XXXX and was approved to make $ 31 monthly payments for 6 months. I never received the agreement by mail or electronically and was never given specific details of the hardship. I was just advised through the online program that the service would start with an XXXX XXXX from Fifth Third from my XXXX checking account for 6 months. 
My first payment was XX/XX/XXXX. Each payment thereafter was made, XX/XX/XXXX, XX/XX/XXXX. For the XXXX payment, something went wrong, where the payment on Fifth Third 's side was returned. My XXXX checking account had funds to withdrawal the payment. I spoke with Fifth Third in XX/XX/XXXX and they could not identify why the payment was returned but i agreed to pay the delinquent amount of {$71.00} at the time. I was assured at that time, the payment agreement for {$31.00} would be taken out and expire in XX/XX/XXXX, last payment in XX/XX/XXXX. My payment was pulled XX/XX/XXXX and XX/XX/XXXX for {$31.00} on the agreed amount. 
I received a notification from XXXX stating that Fifth Third reported me delinquent for XX/XX/XXXX. To my shock, this is incorrect. I found that they reported me past due for {$4.00} when in fact, Fifth Third was pulling my {$31.00} amount and nothing was past due according to my phone call in XX/XX/XXXX. 
I am not disputing that i forgot to make my XXXX payment by myself, as the hardship was expired. I made a payment of {$36.00} on XX/XX/XXXX. Yet, i still was reported past due. 
My complaint is a multiple of complaints. 
# XXXX - I never received the hardship program agreement that I agreed to. Still to this day I have asked for a copy and have been told I should have already received it. I did not, yet they will not provide me with a copy of this said agreement. 
# XXXX I was reported past due for XXXX, XXXX, XX/XX/XXXX and XX/XX/XXXX, and according to the customer service department and my review, it was due to a {$40.00} late fee. I was never told I had a late fee and was never told that within this hardship I would still be reported past due. To my knowledge this hardship amount was to help me. According to customer service, the hardship was to help lower my payment but to also allow me to bring the past due current. I was never advised this ( again I have asked 2 times now for the original agreement I agreed to online and they will NOT provide me with a copy ) When I spoke with customer service on XX/XX/XXXX, the individual stated that I applied online, and if I applied with someone over the phone, I would have been told the specific details of the hardship. Why would I not be given the specific details of the hardship online? Why even offer the application online if the information is not being delivered accurately and truthful? This is totally a bait and switch tactic for individuals to apply for a hardship online and not give them full details of the program. That I had to speak with a live representative on the phone, who would have given me all of the specifics in and out. I dont think that is compliant and legal. 
# XXXX According to customer service, my hardship expired. I was also told it would expire in XXXX, therefore leaving me to pay my monthly payment back to the original amount. Yes, I forgot to pay this and again made a payment on my account on XX/XX/XXXX. Customer service confirmed today that I am not past due and have a payment due on XX/XX/XXXX. Yet, I am being reported past due according to XXXX in XX/XX/XXXX. Due to a past due amount of {$4.00}. How am I passed due when I was told in XX/XX/XXXX, I was current, and my payments of {$31.00} were made on time and accurate for XXXX and XX/XX/XXXX? Customer service said they did not receive payment for XX/XX/XXXX, when I see that they auto ACH debited my XXXX Checking account for {$31.00} on XX/XX/XXXX. Where and why did a {$4.00} amount come in effect if Fifth Third is pulling my funds up until XX/XX/XXXX? 
I believe I have been taken advantage of by Fifth Third and their Hardship program. I was never given the proper information and details of their program, and still havent been given the documentation to what I agreed on. I also believe I am being reported to the credit agencies incorrectly and unfairly. Not just the most recent reporting, but also reporting for XXXX, XXXX, XX/XX/XXXX and XX/XX/XXXX. 
I have attached a search from my XXXX checking account for ACH Debits. You can see the dates and amounts listed. 
XX/XX/XXXX - {$31.00} XX/XX/XXXX - {$31.00} XX/XX/XXXX - {$31.00} XX/XX/XXXX - {$71.00} XX/XX/XXXX - {$31.00} XX/XX/XXXX - {$31.00} I tried speaking with Customer service for a second time on XX/XX/XXXX and he suggested that I report inaccurate reporting to the credit agencies. He spent time researching the most recent discrepancy of {$4.00} passed due and still was unable to help. I will state, the second person has submitted a " research '' ticket but can not help me with the Hardship issues.

Company response to consumer: Closed with non-monetary relief