Consumer complaint received 2022-09-26
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MS
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
*On XX/XX/XXXX during a chat with Fifth Third Bank, I requested loan history since statements were not available online. We noticed that the amount due was now showing {$730.00} which was more than the previous amount of {$660.00} that we usually paid as well as an additional principal payment of {$35.00} bringing the monthly payment to {$700.00}. We were told that was because the monthly payment was always {$730.00}. Allegedly fifth third claims a XXXX requested the account be adjusted which their website shows happened on XX/XX/XXXX & a letter received says the request came on XX/XX/XXXX. ( Per a supervisor on XX/XX/XXXX who confirmed these calls were recorded but whose name was not gotten due to be hung up on, claims that this alleged requests moved our fund from the principles to past payments that were already made on time? ) *On XX/XX/XXXX we went to the website to try to pay {$660.00}, knowing we had only selected Regular payment {$660.00} via their website then we entered {$35.00} by doing our own calculations to add to the principle, we discovered it would not allow you to pay less than what is shows the regular payment is. Thus proving that their website must have in fact showed at one time {$660.00}. We were told we must be mistaken. For good measure, we went back on XX/XX/XXXX & the website now showed {$710.00} Regular Monthly Payment- I requested loan history via phone that I never received and I was told that there were no notes on our account from my previous contact on the 6th. That the account was short by {$83.00}. I asked for clarification because that math was not adding up. I was directed to the loan history which would take 3 business days and could only be faxed or mailed XXXX - Letter received stating a request was made on XX/XX/XXXX ( see above ) * On XX/XX/XXXX I called again to request loan history, I was told again that no notes were on the account and that they were not sure why we received a letter. XXXX states extra principle payments go to principle but also are applied to next months payment knocking it down, not knocking down the end of the loan. I ask for transfer, Transferred to XXXX ( employee ID XXXX confirmed recorded calls ) repeated that loan history takes 3 business days. Stated principle payments only go to principle not lower the next months due. 
XX/XX/XXXX - Received loan history documents. Now show Loan payments, Curtailments, & Micr payments. I called. & XXXX who refused an employee ID also refused to explain what the difference in this payments were. After asking for a supervisor 3 or 4 times, finally transferred me to the Lady who seemed helpful at first before she ended the call when I inquired about who authorized our account to have adjustments made & I made it clear that I had screenshots of conversations. Then began a 2 hour long calling & chat session or trying to get anyone on the phone to request the legal departments contact information which they are outright refusing to give me. When XXXX cal customer service & enter our account number, we are placed on a brief hold before being hung up on. I have multiple recordings of this. 

Unfortunately, It has taken this month of horror to do a simple XXXX  search of this terrible bank & their practices to see that it is not just us, there are THOUSANDS they are doing the very same to. I would be shocked to find out more havent filed against them. I will be writing on every forum encouraging those who dont know where to file with Consumer Finance and their Attorney General of their state because this is wrong & should not be tolerated! 

XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation