Consumer complaint received 2021-07-15 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: FIFTH THIRD FINANCIAL CORPORATION
State: CA

Complaint narrative:
Hello, This is my third attempt due to the bank responding with incorrectly. 

They responded with documents provided that does not showcase that they attempted to contact me about not receiving payments until AFTER the repossession of my car. I was under the assumption that I was on automatic payment. Never received a phone call, voicemail, online message, etc. from Fifth Third. They continue to provided documents showing the missed payments NOT the attempts to contact me. You are not allowed to do what they did as a company without contacting the buyer. 

Also, beginning XX/XX/XXXX they proceeded to take out DOUBLE PAYMENTS in my autopay. I had to call multiple times to resolve this issue and try to receive the the incorrect additional payment back. I still have yet to receive the physical check they said they had to send instead of refunding it directly to my account. I now am OFF autopay because I do not trust this company and will continue to make my payments on time as I do with all my other financial responsibilities. Please check my credit history for proof if needed. 

PLEASE ADVISE! 

Below is the full description of the incident. Remember every time this company responds to this manner they show documents of my MISSED PAYMENTS NOT THE ATTEMPTS TO CONTACT ME ABOUT THE MISSED PAYMENTS. THEY DID NOT CONTACT ME EVER UNTIL I DISCOVERED MY CAR WAS REPOSSESSED. 

I was never properly notified about any missing payments for my auto loan with Fifth Third Bank. I set up automatic payments in XX/XX/XXXX in which I was just told XX/XX/XXXX that it was only set up for two months and stopped XX/XX/XXXX. I was told the bank sent me automatic operative phone calls to notify me but those numbers come up as SPAM on my XXXX so I do not answer them. I was never given a voicemail, letter, inbox/documents tab on their online banking, etc. about missing payments. I did not know about this matter until I walked out of my home Friday afternoon XX/XX/XXXX to find my car was missing. I immediately called XXXX thinking it was grand theft auto but come to find it was repossessed due to the missing payments. I am a very responsible person and make sure to pay my bills on time so I was in utter shock to find this information to be true. I spoke with the company numerous times in which they would not allow me to speak with a representative due to them being busy. I was told there are only 2 supervisors working compared to the 300. I would love to resolve this issue and miscommunication because it was drastically affected my credit history/score. Thank you for your time and looking forward to hearing from you. For reference my payments are around $ 311/month and I had to pay a total of {$1400.00} to receive the car back. I have paid the past due bill in full as soon as I heard of the event and scheduled payments through XXXX in which that is how far the representative would allow me to go. I am in the process of trying to retrieve DOCUMENTS SHOWING THE PHONE CALLS THEY CLAIM TO MAKE THREE TIMES A DAY TO CONTACT ME! NO RESPONSE FROM THE BANK. The bank is claiming that they notified me which I did not receive XXXX notification ( phone call, letter, online, etc. ) They have sent me MULTIPLE letters a day AFTER I repeat AFTER XX/XX/XXXX when I discovered this issue!! I find this very interesting because I did not receive NOT ONE letter in the mail notifying me of any missing payments but now ever since XX/XX/XXXX ordeal I receive MULTIPLE letters a day from the bank. They are claiming that I did not login since XXXX into my online banking in which is true because I was under the under the assumption I set up automatic payment and since I was never notified I didnt think I was missing any payments. The bank proceeded to deny this and claim that what I am claiming is false which is NOT true! I have attached all records indicating this! Fifth Third Bank please provide all records showcasing the phone calls they claim to make or letters they claim to send or any notification they claim to make please send them my way for my legal records. I REPEAT ... Fifth Third Bank please provide all records showcasing the phone calls they claim to make or letters they claim to send or any notification they claim to make please send them my way for my legal records. The records they mailed me and included on this claim does NOT show me and prove that they attempted to reach out to me the record just showcased the other long contract and the loan history. I am very concerned confused and disheartened by this. Thank you again for your time. Best, XXXX

Company response to consumer: Closed with explanation