Consumer complaint received 2021-10-18
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Problem with paying off the loan
Company: FIFTH THIRD FINANCIAL CORPORATION (ND)

My wife and I began the process to refinance the loan for our XXXX XXXX XXXX with the Fifth Third Bank. We were had been approved by the loan by our local bank XXXX XXXX XXXX XXXX. 

My wife was behind in her payments, the Fifth Third made attempts to contact her using my phone number. I advised that my wife was not available and no information was provided for me to pass along as to who had called. I later found out that I am also on the account for the loan but Fifth Third never asked to speak to me. 

My wife had used the interactive phone system and was advised of the payoff amount plus a {$5.00} per diem. On XX/XX/XXXX - XXXX  mailed a check to the Fifth Third Bank. 
for a total of {$14000.00}. 

On XX/XX/XXXX - Our Jeep was repossessed at about XXXX. 

My wife called the Fifth Third later in the morning of XX/XX/XXXX. She was told that the Past due amount was {$1200.00}, Late Fees were {$130.00} and the Repossession fee was {$440.00} for a total of {$2100.00}. 

My wife was also advised of the name of the company that Fifth Third contracts their repossessions. XXXX XXXX XXXX and she was provided a phone number for them. 

I called the Fifth Third Bank in the afternoon of XX/XX/XXXX. All of the information provided to my wife was confirmed. I advised the Fifth Third rep that we were in the process of refinancing the vehicle and asked if they had any record of our payment being received. The representative was not able to confirm receipt of the payment from XXXX XXXX. The representative also in my opinion did their best to belittle me and make sure that I knew the repossession was our fault and until they could not believe any comments from us that a payment to payoff the loan was on the way. 

I called on XX/XX/XXXX to find out if our payment from ( XXXX  ) had been received. The representative indicated know and told me we should have had the funds wired to them. I told the representative that their Interactive System had not provided that information. I was also told that as days went by the Fifth Third would continue to add the per diem charge of {$5.00}. 


I was also advised that nothing could be settled until all fees were paid. A representative also indicated that as of 10 days after the repossession of XX/XX/XXXX our vehicle could be set for auction. I indicated to the representative that better not happen because we had our bank sending a payment to close the loan and that was mailed on XX/XX/XXXX. 

The representative indicated at this time that the Fifth Third would not delay any further action until the Past Due, Late Fees and the Repossession fee were paid. 

I called on XX/XX/XXXX in the morning and early afternoon. Both calls were to find out if our payment from XXXX  had been received. I was advised no and I was also told again that further action could be taken as of XX/XX/XXXX if payments had not been received. 
I was told that the payment of {$14000.00} from XXXX   would not be enough because of the additional {$5.00} per diem charge being added. 

After my call to Fifth Third on XX/XX/XXXX, I call XXXX  and advised my local bank of the mess going on in regards to now repossessed vehicle. I told ( XXXX  ) that the Fifth Third had informed us that we need to pay them {$2100.00}. and asked if we could get a bridge loan of {$1700.00} so that we could stop any further action from Fifth Third. My wife was going to send an additional wire covering the remaining {$440.00}. 

I call the Fifth Third again on XX/XX/XXXX and asked for the information so that we could wire funds. That information was provided to XXXX  and the funds were sent on XX/XX/XXXX. 

My wife went to her bank in the afternoon of XX/XX/XXXX and setup a wire transfer from her bank- XXXX XXXX XXXX XXXX  XXXX for {$440.00}. 

On XX/XX/XXXX, I called Fifth Third to confirm receipt of the wire transfer from XXXX ( {$1700.00} ). Also at this time the Fifth Third was not showing any receipt of the loan payment from GEM ( {$14000.00} ). 

Also on XX/XX/XXXX, in the afternoon my wife checked her bank account and we found out that the wire transfer of {$440.00} had been sent back. 

On XX/XX/XXXX, I called the Fifth Third Bank and was advised that the check from ( XXXX  ) had been received and the wire transfer from ( XXXX  ) had been received. However, the representative I was speaking too could not tell me how everything was now paid and that the Fifth Third now owed us approximately {$1200.00}. 

The representative from the Fifth Third Bank was very argumentative and wanted to make sure that the entire situation was our fault. I was just happy that the entire issue was looking like it was coming to a close. The representative I was speaking to didn't like my attempts at confirming the information and they ended the call by hanging up on me. 

I called back immediately and for the first time since XX/XX/XXXX- I was able to ask questions and get answers without a hassle. I believe I was off the call in five minutes and during that call the representative indicated that the Fifth Third computer system was showing we were now due a refund of approximately {$1200.00}. 

I asked when I should be seeing in that in the mail. I was advised that I should see it in approximately 7 - 10 days. I felt that was appropriate. I asked to speak to the reps Supervisor and informed the Supervisor of the professionalism that I had just experienced and that it was the first time since my calls started on XX/XX/XXXX. 

I waited 10 days ( XX/XX/XXXX ) and waited until after XXXX XXXX as our mail is usually delivered by XXXX. We had received no check from the Fifth Third. 

I called the Fifth Third Bank once again ( XX/XX/XXXX ) and asked if they had indication of the payment being sent out. The representative could find no such indication and apparently spoke to a Supervisor. When the rep came back from speaking with a Supervisor I was then advised that as per Fifth Third Policy- any refund check may not be mailed out for up to 60 days. That would mean that the refund check may not be mailed out until almost the end of XX/XX/XXXX. 

I asked to speak to a Supervisor and the rep that I was speaking to immediately suggested it might be difficult at this time of day as it was now XXXX. I thought that was interesting because he had just spoken to a Supervisor. ( I have XXXX yrs experience in call center work and know that there is always a Supervisor. They are there to assist with escalated callers ). 

The rep transferred me to a Supervisor after sometime. I explained the situation now that the Fifth Third Bank was creating for me personally because we had to get a bridge loan from our local bank ( XXXX  ) to help satisfy all the financial requirements from Fifth Third... But now, the Fifth Third was causing issues with our bank because the bridge loan of {$1700.00} ) was due the end of XX/XX/XXXX but that they may not send the refund payment to us until the end of XXXX. 

The Supervisor very rudely indicated that the Fifth Third bank had done everything correctly and it was not there concern if we ended up defaulting on a loan with XXXX. 

I had also recently checked my Credit Reports and knew that the Fifth Third had reported the Repossession on the credit reports. I asked the Supervisor due to the tangled mess of the entire situation if the Fifth Third would remove the Repossession from the credit report. I also indicated they could leave the record of late payments but just removed the Repossession and mark the loan Paid. 

I was advised that they don't have the ability to do that because the repossession was correct and factual. 

I called XXXX  and let them know that the refund check from Fifth Third may not be sent until XX/XX/XXXX. XXXX, changed the terms on the loan so it now is not payable in full until the end of XX/XX/XXXX. I also asked the rep from XXXX  if the Fifth Third could change what is showing on the Credit Bureau, I was advised yes they could and if not that I could file a dispute. 

Once again on XX/XX/XXXX I called the Fifth Third. I asked the Rep if they could see any indication of the refund check being mailed. The response was no. I then asked the rep if the Fifth Third would be nice enough to remove the Repossession from the credit reports. The representative indicated they have nothing to do with the credit reports. I said- oh so the credit bureaus just decide what should be reported. I then asked for a Supervisor. 

I asked the Supervisor, after running the entire situation from XX/XX/XXXX on .... if they would consider removing the Repossession from the Credit Reports. The answer was a quick no we have nothing to do with the credit reports. I was advised I would need to go to FTC.gov to file a dispute. I let the Supervisor know that it was no longer FTC where disputes were filed. I ended the call.