Consumer complaint received 2024-08-08
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: FIFTH THIRD FINANCIAL CORPORATION (FL)

On XX/XX/XXXX I documented following follow up : To document follow up subsequent to the below emails, I contacted Fifth Third Customer Service on XX/XX/XXXX. I spoke with XXXX in Disputes Dept who transferred me to XXXX in R & D/Disputes who transferred me to XXXX who then transferred me back to XXXX in Disputes. XXXX transferred me to XXXX, Account Specialist who could not find any notes on my disputes. She transferred me to her supervisor, XXXX. She informed me that XXXX had investigated the bank error dispute per my case XXXX and closed the case stating no bank error. He did not provide any follow up notification to me and XXXX advised me to contact XXXX at XXXX. I called XXXX and left messages on XXXX, XXXX, XXXX, XXXX, XXXX and XXXX. 
On XXXX I called customer service and reiterated story to XXXX. She transferred me to supervisor XXXX. XXXX found notes in system and advised that there were Agent errors made but not a " bank '' error and would not do anything regarding fees that resulted from the bank/agent errors or address my credit report which was impacted by this account. An agent error to me is a bank error since an agent is an employed representative of the bank. 

Begin forwarded message : From : XXXX XXXX XXXX Subject : Re : Case ID # XXXX Date : XX/XX/XXXX at XXXXXXXX XXXX XXXXXXXX To : XXXX In addition to the email that I sent previously, I have now reviewed by XXXXredit score which was impacted by the bank errors. I request that this reported delinquency also gets corrected and my credit bureau score is no longer impacted. 

XXXX XXXX On XX/XX/XXXX, aXXXX XXXX XXXX XXXXXXXX XXXX XXXX wrote : I am writing this email concerning unsatisfactory resolution of issues pertaining to my credit card ending in XXXX. I was assessed two late fees totaling {$69.00} and interest charges of approximately {$8.00}. I have been a customer of the bank for 21 years and XXXX XXXX XXXX XXXX XXXX XXXX  years until my recent retirement. I currently have approximately {$300000.00} in various accounts at the bank and am a shareholder. I have always handled payments satisfactorily, paying off any minor balance each month. The fees that were assessed to my account were caused by bank errors and I request they all be waived. 
Here is the sequence of events of bank errors that resulted in the bank fees that should be waived : My son, XXXX XXXX ( I am also on the checking account ending in XXXX ) moved in XX/XX/XXXX and called the XXXX # to get the address changed to his checking account. His address is XXXX XXXX XXXX, XXXX XXXX, FL. He was informed the change was made. His debit card expired and customer service advised a new one was to be sent to the new address. He never received the debit card and XXXX # then told him to go to the branch. With no access to debit card/checking account funds, he placed several purchases on the credit card ending in XXXX which he is an authorized user/secondary user on. I have had this credit card since I basically joined the bank in XXXX and billing statements have always gone to my address. The monthly usage on this card is minimal, typically {$15.00} for XXXX. When he did not receive the debit card in the mail as promised and since he does not live near a branch, I went into the XXXX XXXX branch and discovered the incorrect address change that was made. The teller changed the address and ordered a new debit card. Unfortunately, my son later checked online and saw that his address was incorrectly changed again to XXXX XXXX XXXX instead of XXXX XXXX XXXX. I then went into the XXXX branch on XXXX and had the address updated again and had XXXX show me the screens so that I could make sure it was done correctly. She ordered new checks again with the correct address. The transaction history on the account will show the multiple address changes. When the address changes were made, somehow, the billing address on the credit card was changed by the bank from my address to my sons address. However, with the multiple incorrect addresses, no billing statements were received at either my sons address nor my address. When the address was finally correct, my son received the bill for the credit card and passed along to me. This is when I saw the fees/interest charges. I called the XXXX # and spoke to a supervisor. He waived one {$40.00} fee and then sent the account to investigation for review of the original XXXX # call by my son for the address change to determine whether a bank error had occurred. I received a voicemail message from XXXX on XX/XX/XXXX who handled the investigation. The call being investigated was located but it pertained to the request for the checking account address change, not the credit card, so XXXX advised there was no bank error. Obviously the notes on the account did not relay all of the erroneous address changes and credit card billing address change that led to lack of statements. I went into the XXXX branch office again and explained in detail to XXXX XXXX and she put in a request for fee waiver and added what notes she could to the account. She called me back several days later and said the request was declined. During the week of XX/XX/XXXX, I contacted XXXX on the number he provided six times and he did not return my calls. I left another message on XX/XX/XXXX. I then contacted the XXXX # and spoke to XXXX on XX/XX/XXXX. He transferred me to XXXX his supervisor and I went through the above sequence of events with her in detail. She reopened the case and advised me to send this email so that these details could be attached to the case for the investigation. 

Usage on this credit card is typically minimal, averaging $ XXXX. Due to the incorrect address change, my son did not receive his debit card and made several purchases in XXXX on this card. As previously stated, I pay this bill off every month in full. Since it typically has minor if any usage, this card is not one that I think of since all my credit card transactions are done with XXXX and XXXX XXXX. 
Had the bank correctly made the address change, the debit card would have been received and charges would not have been made to the account. The bank should not have changed the billing address on my credit card. I have since had to contact XXXX # customer service and change the address back the transaction history on the account will show this as well. Furthermore, if the address change was done correctly- even though the credit card billing address should not have been made we would have received statements. As soon as I received the most recent statement, I made sure payment was made. 

These series of bank errors caused unexpected card usage, unknown billing address problems and card fees, and issues with XXXX account. 
Again, I am a long standing customer and shareholder of 53 and request all fees/interest charges be waived that have been assessed since XX/XX/XXXX. 

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