{"took":173,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":4,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"3836047","_score":24.090467,"_source":{"product":"Checking or savings account","complaint_what_happened":"My account Has been suspended with this company for almost 60 days. Initially I was told No further action was required from me. But after several weeks Of not being able to access my account I called back to further inquire. They then told me that there was an unauthorized transfer reported to my account, meaning someone is reported they did lot authorize a transfer of funds to me so they suspended my account and I was told they have 45 days to make a decision. They would not release any information to me on Who or what reported anything on authorized. They would not give me any information at all and they put a hold on all my funds. They then told me I am required to verify all/every transfers I ever received in order to clear this error. They would not release any information on which particular transaction was said to be on authorized, or who made the false claim, in order for me to specifically verify that transaction. Which is not only ridiculous to ask but tedious. But nevertheless I complied and agreed to verify all transfers ever received in order to clear up this mistake. It has been well over the 45 day allotted time frame and I have yet to receive a reply and my account is still suspended and my funds are still being held. I called today to inquire and the manager I spoke with told me the only thing they can do is send another email to the support team who has no phone access. She is a member services and they have no way to make the support team update any tickets or request. she recognizes that I have sent in many escalation tickets and none of them have been responded to but I was told that this is the only thing she can do and she has no way to release my funds even though I have submitted all documentation. \nAfter further investigation on my part, I contacted every person who has ever transferred me funds and all have confirmed that none of them reported anything fraudulent or suspicious to chime bank. I went a step further and obtained documentation from each person who has ever sent me funds and they all say it was an authorized transfer. \nThis prompted me to do more online investigating and I see that I am not the only one who has experience this same issue with Chime. They randomly suspend accounts By saying there was suspicious activity reported or you are in violation of a policy, without giving any actual policy/reasoning or proof of these claims. They then stop replying when you try to receive your money. Or tell you more information in needed AFTER they use their 45 days time frame, in order to restart the decision time frame. They will not return funds to sender, or banking entity, and refuse to send a check to the mailing address. Even If they wish to close the account I am still entitled to my funds legally received. At this point I feel this company is attempting to scam people out of their money in hopes they will give up trying. There has been a major increase of this activity by this company since the pandemic started and people have been receiving unemployment.","date_sent_to_company":"2020-09-08T22:04:04.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"20111","tags":null,"has_narrative":true,"complaint_id":"3836047","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2020-09-08T21:53:40.000Z","state":"VA","company_public_response":null,"sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["I called today to inquire and the manager I spoke with told me the only thing they can do is send another email to the support team who has no phone access. She is a member services and they have no way to make the support team update any tickets or request. she recognizes that I have sent in many escalation tickets and none of them have been responded to but I was told that this is the only thing she can do and she has no way to release my funds even though I have submitted all documentation."]},"sort":[24.090467,"3836047"]},{"_index":"complaint-public-v1","_id":"2699563","_score":22.693848,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX XXXX XXXX advertises that I can pay my mortgage via ACH payments. They claim that this ACH can be set up via their online service at USBank.com. I have attempted to set this up via the US Bank Online but not able to do so. I have called several times and been walked through the process to set up a ach via USbank.com. I have called several times and not been able to fix this issue. There is some technological defect associated to my online user account that is preventing the option to set up ach to appear under the payment menu. I have been advised that upon hovering over the word payment the option to pay online or set up ach should display. I am only being presented the Pay Online option. Consequently, I am unable to set up the ACH automatic draft of my mortgage payment as desired. Further, they charge you a {$5.00} payment processing fee if you do not pay your mortgage payment by the first of the month. The only protection against this money grab on their part is to set up ACH. I think it is appalling that the bank that makes so much money in interest charges the customer to accept a payment online at any time. Is n't this part of the servicing duties the institution is being compensated for in servicing fee 's. It sure seems like double dipping to charge fees to make payments. \n\nThe representatives have no clue how to troubleshoot and upon request to be transferred to a technical help desk rep to assist in resolving the issue with the online functionality I am advised there is no such technical help desk. When inquiring about opening up a problem ticket to send to the application team that supports online banking I am told they have no process or procedure to escalate technical issues to the appropriate application support team who could investigate and correct the issue so that I can use the USBank.com online tool to establish my ACH payments. Instead they tell me it is my computer. When I told them I used 4 different browsers but received the same behavior they said the could not escalate the issue because no one else is reporting it and it was my computer. I logged on to my work computer and followed the same process to log in to and navigate to the customer care net as instructed and again received the same behavior demonstrating the technical issue was with the my account configuration or the USBank.com website that would not allow me to set up the ACH. In any case my computer or not, the technical application team should investigate and there should be an avenue readily available to escalate such issues. \n\nInstead of resolving this issue the representative suggested I should further inconvenience myself beyond the number of hours I spent on this already and go to a US Bank branch to set up the ACH. He then gave me the option to wait weeks to get something in the US mail and pay for postage to return it you them to establish the ACH. I asked for him to set it up over the phone then, and he said no he could not do that. How about just getting the USbank.com website to do what it is supposed to do? How about that? \n\nMy contention is simple if you have a website that is supposed to have account management functionality that functionality should work. Further, if an issue arises with a customer because of technical issue using that functionality they should be able to be connected to someone who can assist in resolving that technological issue or have some means to escalate internally to the appropriate application support team who can research and correct the defect in a timely manner. \n\nThe level of incompetence with the customer service is appalling. Is it really to much to ask that staff have a clue on how to resolve the issues you are calling in regarding? I cant recount the amount of incorrect information I have been provided with from numerous representatives at this bank. The degree of incompetence causes me to loose patience because something that should be easily resolved is turned into a major issue.","date_sent_to_company":"2017-10-12T04:37:04.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"53223","tags":null,"has_narrative":true,"complaint_id":"2699563","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2017-10-12T00:02:49.000Z","state":"WI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["When inquiring about opening up a problem ticket to send to the application team that supports online banking I am told they have no process or procedure to escalate technical issues to the appropriate application support team who could investigate and correct the issue so that I can use the USBank.com online tool to establish my ACH payments. Instead they tell me it is my computer."]},"sort":[22.693848,"2699563"]},{"_index":"complaint-public-v1","_id":"4692658","_score":15.238302,"_source":{"product":"Mortgage","complaint_what_happened":"Purchased home on XXXX using mortgage company XXXX, they sold it to Nationstar. \n\nXXXX XXXX XXXX at XXXX XXXX emailed homeowner Thank you for taking the time to talk with me about the difficulties you were experiencing with bill pay. Ive called online banking and they are opening a case to look into the issue. XXXX, the specialist with the Online Banking department, let me know shes sending something called good faith letters to Mr. Cooper that will show that XXXX XXXX is looking into the situation. She also stated that she would be sending proof of payment letters to Mr. Cooper within 1 business day and you should hear back from them no later than 7 business days. If you need additional assistance, please reach out to me. \n\nXXXX Homeowner contacted Mr. Cooper about discussing refinancing and were notified that we had to get current on our payments before we could discuss refinancing. Payments needed to be made for XXXX, XXXX and XXXX. We also received an email letting us know that our new home loan request was received. \n\nXXXX Homeowners were notified that the Hazard Insurance was paid for 1 year XXXX. \n\nXXXX Homeowner contacted Mr. Cooper and uploaded documents from XXXX XXXX - bank statements showing that the payments were deducted from our bank account. \n\nXXXX Mr. Cooper responded Thank you for your ticket. We look forward to helping you. Due to high demand, our response times may be longer than usual. All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time. \n\nXXXX Mr. Cooper responded Thank you for contacting Mr. Cooper. Due to the nature of your request additional research is needed, along with supporting documentation related to your inquiry. Please fax a copy of the statement to our Research and Response Department at ( XXXX ) XXXX or by mail to the address referenced below. Please make sure to include your ten-digit Mr. Cooper loan number on the supporting documentation to expedite this process. Mr. Cooper XXXX Homeowner faxed the documents to the above number. \n\nXXXX Homeowner sent the message to Mr. Cooper. I have mailed the information bank statements showing the payments came out for XXXX, XXXX, and XXXX. I have been charged late fees and these have not been addressed. Today, I was making a payment online directly through the Mr. Cooper website and I put in {$2000.00} for the payment and it was changed to {$3600.00} automatically. \n\nXXXX Homeowner went to XXXX XXXX and talked with XXXX XXXX and filled out paperwork to Stop Payment on the {$3600.00}. XXXX XXXX applied it to homeowners husbands account instead of wife 's account, therefore it went through. \n\nXXXX Mr. Cooper responded Thank you for your ticket. We look forward to helping you. Due to high demand, our response times may be longer than usual. All tickets are assigned based on the order they are received. Well reach out if we need additional information to complete your request. Theres nothing else you need to do at this time. Your ticket number is XXXX. \n\nXXXX Mr. Cooper responded Thank you for contacting Mr. Cooper. Please be advised that we have notated your account with this information. Our records indicate that your last payment was received on XX/XX/2021, in the amount of {$3600.00}. Please be informed that once the payment is processed, we are unable to stop or cancel the payment. Due to the nature of you late fee inquiry, additional research is needed. We have forwarded your request to our research team for further review. Please allow 7 business days for us to resolve your inquiry. You will receive a letter of resolution within 7-10 days after our review of your account. If you have any questions, please contact us directly at XXXX or call customer service department at XXXX. Sincerely, Mr. Cooper XXXX Received a written response to my request about late fees regarding my XX/XX/XXXX inquiry, denied. \n\nXXXX Homeowners reached out to XXXX XXXX at XXXX XXXX to discuss refinancing. He helped us with getting in touch with XXXX XXXX. Refinancing was denied until this is straightened out. Homeowners credit score has decreased due to late payment claims from Mr. Cooper. \n\nXXXX Email to XXXX XXXX, I just received a nonpayment from Mr. Cooper in the months of XXXX and XXXX. I also have these on my credit report, which is not accurate. Is there anything you can do to help me with this or can you give me a number for assistance? Thanks XXXX Email from XXXX XXXX Hi, I just spoke with a bill pay specialist thats been working on this case. It looks like youre going to be receiving a letter in the next couple days basically saying to give the online bill pay department a call so we can do a 3-way call with the Mr. Cooper merchant ( Nationstar ). They wont speak with us directly because we are not their customer so thats why we need you on the line. \nIm sorry youre still experiencing issues. At this point I think it might be wise to call the bill pay department and have your bills next to you and go through line by line to ensure that we have the correct account numbers, where to send payment, and things like that. Ive never encountered this before but since I cant see your online bill pay on my end. I think we need to have them take a closer look and work with you directly. \n\nIt seems to me that these payments are being processed but then not applied to the correct account number on the billers end? \n\nXXXX Homeowner to XXXX - XXXX, I made an appointment with the XXXX XXXX Branch Manager tomorrow at XXXX to get this figured out. I will let you know how it goes. \nBefore we could attend the appointment at the branch, Mr. Cooper called so we did a three-way call with homeowners, XXXX XXXX and Mr. Cooper. \nXXXX Homeowners, Mr. Cooper customer service representative, XXXX XXXX customer representative were on a phone call to discuss the issues of mortgage payments not being credited to the mortgage. It was determined that if documentation was sent into Mr. Cooper, it would be accepted and processed. \n\nXXXX Homeowner wrote I need to figure out where my payments are going? And attached 6 months of payments coming out of bank account statements. Payments were made through XXXX XXXX in XXXX and XXXX with no issues. In XXXX, XXXX and XXXX there were problems. I received a call to say my payments havent been made. I havent changed anything on my end. Can you look at the transaction numbers and figure out where the money is at? In XXXX on the XXXX, I made the payment through Mr. Coopers website, the money came out with no problems. Thanks, XXXX Mr. Cooper responded Thank you for contacting Mr. Cooper. Due to the nature of your request additional research is needed. We have forwarded your request to our research team for further review. Please allow 7 business days for us to resolve your inquiry. You will receive a letter of resolution within 7-10 days after our review of your account. If you have any questions, please contact us directly at XXXX or call customer service department at XXXX. Sincerely, Mr. Cooper. \n\nXXXX Homeowner met with XXXX XXXX at XXXX XXXX in person to discuss the problems we were having with Mr. Cooper and the mortgage payments were making through XXXX XXXX Bill Pay. XXXX XXXX Bill Pay XXXX was added to the call and a Mr. Cooper customer service representative. XXXX asked Mr. Cooper customer service representative to run a trace on the ACH processing numbers for the mortgage payments on homeowners account and Mr. Cooper refused and demanded to know when homeowner would be making the payments. Homeowner asked to discontinue the call with Mr. Cooper and stayed on the line with XXXX and in person with XXXX. XXXX said she would call homeowner by XXXX that day with an answer. XXXX called and said there was to be a meeting on Monday, XX/XX/2021 at XXXX. \n\nXXXX Homeowner emailed XXXX XXXX about the meeting that had been set up between XXXX ( XXXX XXXX Bill Pay ), XXXX ACH processing, Mr. Cooper supervisor for XXXX on Monday XX/XX/2021 and we did not receive a call. XXXX XXXX never responded to my email. \n\nXXXX Mr. Cooper letter stated that a recent transaction on your account has resulted in us placing funds in an unapplied funds account. This unapplied funds account is used for placing funds that are insufficient to be applied as a full payment. These funds can still be used towards future payments ; however ; while the funds are in and unapplied funds account, they may not prevent your account from accruing late fees or being reported as delinquent to credit bureaus where permitted under applicable law. Your current balance of unapplied funds is {$1300.00}. To expedite the processing of these funds, please remit the remaining amount due in order to complete a full payment owed. If additional funds are not remitted and we are unable to apply these funds to your loan, they may be subject to return. As of the date of this letter, the total amount required to bring this account current if {$2300.00}. Account statuses are subject to change. Please contact us for up-to-date account information and amounts owed. \n\nXXXX Mr. Cooper wrote a letter stating that XX/XX/2021 and XX/XX/2021 payments have not been made for the amount of {$2300.00}. \n\nXXXX Mr. Cooper wrote a letter to discuss foreclosure on our home due to our loan being overdue. \n\nXXXX Homeowners hired XXXX XXXX for legal representation. \n\nXXXX Mr. Cooper wrote a letter stating to contact a delinquent loan specialist. \n\nXXXX Received a statement from Mr. Cooper {$5300.00} is due by XXXX. \n\nXXXX Homeowners, Mr. Cooper ( XXXX ) XXXX, and XXXX XXXX Bill Payment Specialist ( XXXX ) XXXX participated in a phone call to discuss the issues we were having. \nhomeowners asked for XXXX numbers and were told there were not any. The payment didnt go out as a check, it didnt go out as ACH processing it went out through XXXX and they have account number and routing number that they corresponded together through. XXXX and XXXX no problem with this process. XXXX, XXXX and XXXX cant find our payments. What changed? \nNOTE : By the end of the phone call it was discovered that Mr. Cooper had changed the Account Number and it didnt match what XXXX XXXX had been using for the past few years. \nMr. Cooper, customer representative XXXX stated that they needed proof of payments and they had not received XXXX and XXXX payments on our house payments. \nIt was agreed that XXXX XXXX, Bill Pay Specialist, XXXX would send Proof of Payments along with a letter stating the account number and the routing number for XXXX. \nMr. Cooper, XXXX agreed that it would be sent to the Research Department and they would then go back and apply the payments to XXXX and XXXX, they would reapply fines back to our accounts, and rectify our credit reports. \nMr. Cooper, XXXX stated that they had not sent anything to the credit bureau. NOTE : This is a lie. \nHomeowner asked about the foreclosure letter they received and Mr. Cooper denied sending one, stating it would come by certified mail. \n\nXXXX XXXX XXXX received a certified letter of foreclosure which will take place on XXXX if the amount of {$3600.00} is not paid.","date_sent_to_company":"2021-09-04T20:36:26.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"66049","tags":null,"has_narrative":true,"complaint_id":"4692658","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2021-09-04T20:01:06.000Z","state":"KS","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Ive called online banking and they are opening a case to look into the issue. XXXX, the specialist with the Online Banking department, let me know shes sending something called good faith letters to Mr. Cooper that will show that XXXX XXXX is looking into the situation. She also stated that she would be sending proof of payment letters to Mr. Cooper within 1 business day and you should hear back from them no later than 7 business days."]},"sort":[15.238302,"4692658"]},{"_index":"complaint-public-v1","_id":"4982875","_score":6.7596717,"_source":{"product":"Checking or savings account","complaint_what_happened":"Date : XX/XX/2021 To : 5/3rd Bank Office of the President XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, Ohio XXXX XXXX : XXXX XXXX XXXX XXXX Permissions granted I give ( CFPB ) full autonomy to forward a redacted copy ( minus all proper names ) of this redacted letter and redacted case on file to any all claimants that would be assessing damages, or prosecuting criminals against or at 5/3rd bank respectively. \n\nOn this note, if at any time within the next statutory 7-year period, a claimant or regulating body could find this testimony, relevant or useful to establish a pattern of intentionally unaddressed security issues, of any kind, at 5/3rd Bank, then I will be happy to testify on their behalf and without compensation. \n\nMy objective with this complaint It is objective to bring to the proper authorities within the Consumer Financial Protection Bureau a complete narrative of my experience with 5/3rd bank. I will try to capture the entire experience here in this comprehensive narrative so that any additional violations that I may fail to address can be revealed to investigators who could take corrective action. It is my feeling that there is a host of backend server and security related non-compliancy issues stemming from 5/3rd banks corporate oversight and management. \n\nWhere there is smoke.. \nI can only relay the events as they occurred and happened to me so as to help those people within the federal government who might recognize a dangerous pattern of non-compliance that could jeopardize account security and access of funds of all of 5/3rds trusting customers and not just myself. \nThis final narrative of events regarding compromised internal security measures that ultimately allowed actions to be conducted on my ATM debit card and my associated checking account that are inconsistent with financial account security protocols set f orth by federal regulations. There is evidence of cross-departmental involvement that stems from the sheer absence of automatic alerts and notifications that should have arrived to me in some way, from those various departments upon my cards deactivation, but did not.\n\nSection 47-4-402 of the Uniform Commercial Per section 47-4-402 of the Tennessee adoption of the federal Uniform Commercial Code, language has originally been intended for valid written physical paper checks that have been mistakenly or willfully dishonored by financial institutions that should have paid funds on those cashed checks but instead denied paying funds that were readily available. \n\nRelevant parts of this section that could easily bed subject to reinterpretation go as follows : 47-4-402 ( a ) Except as otherwise provided in this chapter, a payor bank wrongfully dishonors an item if it dishonors an item that is properly payable, but a bank may dishonor an item that would create an overdraft unless it has agreed to pay the overdraft. \n\n( b ) A payor bank is liable to its customer for damages proximately caused by the wrongful dishonor of an item. Liability is limited to actual damages proved and may include damages for an arrest or prosecution of the customer or other consequential damages. Whether any consequential damages are proximately caused by the wrongful dishonor is a question of fact to be determined in each case. \n\nRelevant case law XXXX XXXX XXXXXXXX My experience with 5/3rd bank ( chronologically ) : Supporting arguments for grounds for federally required independent Information Technology Compliance Audit at 5/3rd bank . \n\ni. Experienced chronic password username retrieval issues with the mobile application Apparently 5/3 had been having a chronic, ongoing, malfunctioning, backend server problem with its User Id retrieval and password reset process. I experienced this issue from the start of my account. \n\nWhen trying to retrieve my user Id, this malfunctioning backend system software would inform me that it had successfully found my user ID, after filling out a lengthy form, and that I just needed to log in with that user Id, that I dont have yet, to retrieve it. This ridiculous backend system error never was corrected. \n\nAfter 3 attempts to retrieve the User Id Wednesday night on my phone, it then either silently frozen the checking account, or locked the card and froze the account from any and all subsequent usability. Nevertheless, no notice was ever sent to me when it did this. In fact, I would find out the hard way, at midnight on the following Wednesday night ( XX/XX/2021 ) when I was stranded at a XXXX XXXX rental lot while trying to load my locked 5/3rd bank ATM card into the XXXX and XXXX apps to get a ride home, but could not. \n\n\n\nii. Experienced serious backend meta data Zip Code issues 5/3rd bank also maybe has backend meta data inconsistencies associated with its account holders profile data and associated ATM cards. As I kept trying to get an XXXX and XXXX ride home from the XXXXXXXX XXXX XXXX dealership, Wednesday night at XXXX, about 5 weeks ago, both XXXX and XXXX XXXX were unable to load my 5/3rd card due to inability to accept my zip code of XXXX that has been on file with my account since opening around XXXX. \n\n\n\niii. Experience lack of customer support in a situation that 5/3rd bank deliberately caused There was no reliable night or weekend phone support at all to call and resolve this. Could not reach any support the night that my card became locked. \n\n\n\n\nThe following 1, 2 and 3 events by themselves do not constitute malfeasance or even cause for inquiry, they simply run off customers. Coupled with next mentioned events though they are beginnings of an in-series blockchain of evidence that validates a burden of proof of corporate-wide, non-compliance with federal safety regulations pertaining financial security measures that all financial institutions must have in place, and continuously comply with.. \n\n[ Event 1 ] : Was never contacted before or after the initial card lock My card is locked sometime late Wednesday night or early Thursday morning with no notice given ( XX/XX/2021 ). 5/3rd also fails to communicate to the affected ( me in this case ) of this automated locking action and leaves me stranded and unable to access direly needed funds to get home. In my case, I was at a XXXXXXXX XXXX XXXX dealership at midnight with no way to pay for a XXXX or XXXX driver. I could not load either a frozen card or a card whose zip code has been miscoded on 5/3rd bank 's poorly maintained backend user account systems. \n\nSo by no fault of my own, at this point, I have a no-notice lock placed on my card due to either : A ) The atm card being rendered unusable because of internal backend server issues that 5/3rd bank has created with my zip code, or..\n\nB ) rendered unusable because 5/3rd bank has locked me out due to all the attempts to access my account and retrieve my User Id with 5/3rd bank 's broken user-id and pw retrieval system or..\n\nC ) a combination of Both A ) and B ) at the same time because of 5/3rds general big- bloated-bank culture of visibly observable lax-ness everywhere throughout the entire customer experience.\n\n[ Event 2 ] : Branch manager disconnects our phone call deliberately leaving my locked debit card in locke\nd status after previously unlocking my online account, retrieving the username, and discussing the issue of not being contacted prior to, during, or after the lock ( XX/XX/XXXX ) The following day ( Friday ), I called into the XXXX XXXX XXXX XXXX XXXX Tennessee branch to have a discussion with branch manager XXXX XXXX about being locked out of my account online and about the ATM card that would not work at the XXXX dealership XXXX which I could only concur at that time were one and the same. We finally unlock the account and retrieved my username that the broken username retrieval process in the 5/3rd application could not do. Then after finally logging back in to see my funds, we then began to discuss the inconvenience that the locked ATM card had caused me. Branch manager XXXX, tells me that 3 illegal attempts that had caused the lock. He then tells me he doesn't know why I was not contacted when my card was locked and doesn't have a means for me to talk to any individuals anywhere at the bank to ascertain what specifically prompted the hold on the card, and most importantly why I was never notified when the hold was placed. \n\nRecapping branch manager XXXX XXXX then hangs up the phone abruptly. His disconnection happens after we have : A ) just unlocked my online account and finally retrieved the user Id that the password retrieval process was unable to do. \nAnd. \n\nB ) Then had a 10-minute discussion about the locked ATM card, wherein I have pleaded with him tell me why I can not be at least transferred to someone to give me more insight as to what specifically prompted the lock on my card. \n\nAt this point, Im under the impression, that because we have finally that he has at least gone ahead and unlocked the ATM card as well, but he has deliberately not. \n\nI HAVE NO REASON TO BELIEVE THAT MY CARD IS STILL IN A LOCKED STATUS. \n\nI DO HAVE EVERY REASON TO BELIEVE THE CARD IS UNLOCKED BECAUSE a. WE RETRIEVED A USERNAME, b. UNLOCKED MY ONLINE ACCOUNT, c. JUST TALKED ABOUT DISCUSSING GETTING TO SOMEONE INTERNALLY at 5/3rd TO FIND OUT WHY I WAS NOT NOTIFIED ABOUT IT FOR 10 MINUTES.\n\nAnd it is at this point, after discussing this on the phone for 10 minutes, that he chooses to just disconnect the call. Branch manager XXXX XXXX never calls me back to inform me that I still need to unlock my card, nor does he fulfill his duties as Manager to unlock the card by : A ) either filling out ticket to initialize the process that would reach out to notify relevant parties to do so, if he can not unlock the card himself, Or..\n\nB ) just unlock the card himself from his workstation while the screen on his computer is still indicating my cards locked status. \n\nHe rather disconnects the call, goes about his marry way as a counterproductive, problem causer, who is supposed to be resolving issues like these, but deliberately does not. \n\n[ Event 3 ] : My card then is mysteriously deactivated on the Friday night of ( XX/XX/2021 ) after having discussed its locked status with XXXX branch manager XXXX XXXX earlier that day. \n\nThat night, I go out to celebrate my new job. \n\nI had just recovered from a XXXX XXXX XXXX XXXX XXXX. \n\nAnd just returned a rented moving truck and moved into an apartment in XXXX with almost no energy while still recovering. \n\nHad then become stranded at a XXXX dealership when I returned the truck, and was unable to unlock the defective 5/3rd ATM card because by bank had no night time customer service to unlock the card. \n\nB ) Had even called into the branch the next day though and seemingly resolved the issue, and thought that I did.\n\nWas even disconnected during the phone call by that branch manager, but at least I was able to get back into my account and was now under the assumption that all the issues were resolved after discussing them with that branch manager for 10 minutes.\n\nThen went to a restaurant with some family. Carrying now my seemingly unlocked ATM 5/3rd card, as an only means of payment for the dining experience. Ran up a sizable tab. Then as we are getting finished with dinner, the waiter comes back to tell me that he tried to run my card, but that it has been unfortunately \" declined 3 times in a row ''. I have turn to my invited guests to pay for the entire dinner. \n\nNext morning, I am at the XXXX XXXX XXXX branch, and I'm there 30 minutes early! I'm the first one in the building when door opens! My focus is to find out why my card is still in locked status, just after I have had a lengthy discussion with the branch manager, Mr. branch manager XXXX XXXX a day before. I decide not to talk to branch manager XXXX XXXX first, instead I want to gather intel on this continuing situation, so I go to another associate with some hopes of maybe also straightening all this out but only after I got a full explanation. And I am expecting to have a conversation about compensation for my inconvenience. \n\nShe now tells me that my card is not just locked, but that somehow it has now been deactivated. \n\nIt takes 20 minutes and multiple demands for me to speak to the general manager, who I was beginning to suspect was most likely responsible for this latest surprise. When I am finally invited into his office to get my answers he admits to me ( and others standing there ), that he actually did disconnect the phone the day before when we spoke about the locked card and did so knowing full well that my ATM debit card was still in a locked status. \n\nHe even admits and acknowledges that our discussion had been at that time about my dissatisfaction with : A ) my ATM card becoming locked and its associated inconvenience, B ) not being notified beforehand, or at least shortly thereafter when my ATM card was locked, C ) and also, with not being able to discuss with anyone other than him at 5/3rd about A ) and B ) from above as to why my ATM card was locked. \n\nThese are all admitted acknowledgements that I have brought to his attention the day before about my ATM card being locked and that I am bringing to his attention that I need fixed right then as we were speaking on the phone. I was trying to tell this Branch manager on the phone that I want to talk to a badged 5/3rd employee about this matter and not some outsourced 3rd party in a foreign country who just reads off a general, unspecific copy/pasted script, but I did not get the chance before being disconnected. \n\nKeep in mind an ATM card deactivation is very different than the card being placed on locked status. \n* An ATM card lock happens all the time with backend security automation, and they are usually but not always accompanied with automatic texts and calls notifying the affected ATM card holder ( which did not happen ), but they are ... NOT ... ATM card deactivation. \n\n* An ATM card deactivation is entirely a different thing. Deactivations involve much separate set of protocols and s.o.p.s. and is never allowed to be automated by software in any banking institution per adopted federal and state guidelines. These guidelines pertain to required communication with the card holder prior too or just after a deactivation. \n\nNow we have the 2 isolated events 1 and 3 that should not normally happen in succession and certainly not as a sequentially chained automation process [ Event 1 ] [ Event 2 ] [ Event 3 ].\n\nThese three events do not yet suggest strongly that something is amiss with backend security processes but are the precursor for general cause for concern for upcoming successive evidence exhibits. \n\n[ Exhibit A ] : No alerts are ever dispatched to me my phone about my ATM debit cards deactivation. \nI was never notified either for the lock that was placed on my ATM the 2 days prior too and most importantly after the cards deactivation. In fact, it was not until ( XX/XX/2021 ) inside the XXXX XXXX XXXX, when I found out was not only locked, but now deactivated. \n\n[ Event 1 ] [ Event 2 ] [ Event 3 ] [ Exhibit A ] [ Exhibit A ] has its own autonomous processes. It generally is initialized with a call from a call center, or many times can often precede a manual deactivation [ Event 2 ] by the person who manually deactivates the card but make no mistake [ Exhibit A ] can never be deliberately skipped all together and an institution that skipped this process would be in violation of Federal guidelines if it was.\n\nI was never notified, by any means, when the card went to deactivated status, [ Event 2 ], on Friday night ( XX/XX/2021 ). Those federally required automatic notifications, require all banking institutions to immediately contact the effected account holder by 2 of 3 means. The automated notification process that is normally triggered immediately by a card deactivation did not occur. \n\nThe mere absence of these mandatory alerts and notifications suggests some kind manual override has taken place by someone who would have had those executive privileges to do so. These three events together suggest possibly someone internal to 5/3rd backend security, most likely someone manually disabled those automatic alerts that would have informed me of my cards deactivated status. The system that automatically dispatches those notifications, if left alone, would have been sent immediately and automatically to my phone upon my cards deactivation, but were not. \n\n[ Exhibit B ] : Evidence that the ATM card automatic re-issuance system was disabled. \nThis system should have dispatched a new card immediately and automatically as well upon my card deactivation but did not.\n\nNow we have isolated events : [ Event 1 ] [ Event 2 ] [ Exhibit A ] [ Exhibit B ] Neither did this notification process contact me to confirm a correct mailing address, nor was I was never mailed a new card automatically by the backend automatic ATM debit card reissuance process.\n\nSo, whoever deactivated my ATM card [ Event 2 ] also went a step farther with disabling notifications and [ Exhibit A ] then went a step farther with [ Exhibit B ] manually disabling 5/3rd banks internal processes to reissue a new card. What these actor ( s ) dont realize is that this potentially jeopardized my life, and not just my inability to pay for something like a restaurant meal.\n\nBanking institutions reserve the right to manually deactivate any clients ATM cards that they deem necessary, and as much, and as often as they deem necessaryas long as they meet one federally mandated requirement.\n\nWhat banking institutions do not reserve a right to do, is deactivate a persons ATM card, and then also disable the means of notifying that affected cardholder about it as well. When this happens, then there is evidence of critical security violations ( not just one ) have occurred either at once or in tandem and are just cause for further inquiries be made by regulating authorities to assess the danger that these infractions may have to users. In many cases an automatically dialed person to person phone call is made prior too or in real time to the affected card holder before deactivation ever occurs if not a direct phone call from the G.M. \n\nHow did my 5/3rd ATM card get deactivated with no disclosure? \n\n[ Exhibit C ] : XXXX XXXX branch manager XXXX XXXX manually issues a new card, the next day, on behalf of the disabled ATM card automatic re-issuance system mentioned above. \n[ Exhibit C ] even occurs, the next day when I go into the XXXX XXXX branch and branch manager XXXX XXXX says, let me go ahead and send a card out to you now. \n\nNow we have isolated events : [ Event 1 ] [ Event 2 ] [ Exhibit A ] [ Exhibit B ] [ Exhibit C ] This is significant because branch manager XXXX XXXX is now manually doing what should have already been done automatically by an autonomous process but did not. \n\nAll these events and exhibits suggests at a very minimum that 5/3rd bank has such lax internal security measures that it could allow in some manner a clients card to become locked, then deactivated and without notice. Is this repeatable on a massive scale?\n\nSleepy unconcerned District Manager on the phone.\n\nWhen I brought all of this to a district managers attention a couple days later, who is over branch manager XXXX XXXX, he literally fell asleep on the phone, while I was talking to him. When he called me back generically apologizing for my overall bad experience ... he could not recall what I said in particular when I questioned him about the things I had been discussing when his phone went silent for 30 plus seconds.\n\n Multiple disconnects by XXXX. supervisors who would not transfer to the presidents office. \nAttempted to get the president office phone number to convey this whole experience for over 20 plus different calls amounting to 5 hours total of phone time and was disconnected by a supervisor each time. I had to wait to get to each one of those supervisors for over 25 minutes each time. Was finally able to hack my way in through a mortgage sales line phone number and talk to a XXXX salesperson, who was actually very helpful and even demonstrated concerned with my experience at 5/3rd.\n\nExperienced the worst of all customer service when I spoke to XXXX with my second call back into the 5/3rds Presidents office. \nThen after originally speaking to XXXX, who was also helpful, I spoke to another rep, XXXX, in what was supposed to be just a quick call back to the presidents office to just confirm a few questions about fees. XXXX appeared to be uninterested, callous, and deliberately unhelpful. I asked politely to be transferred back to XXXX, where I could pick up where I left off with XXXX and was told by XXXX that she will be taking over my case. Then XXXX with the same insincere, mono-tone told me that I would be also incurring additional fees to my 5/3rd account as well to the ones that I had already picked up from other severed auto-billing relationships due to the cards deactivation. \n\n\nAccrued fees as a result of the unnecessary deactivation Fees accrued at my apartment complex where I tried to pay a bill and assessed a {$6.00} fee and then, and a fee with the city of XXXX XXXX XXXXt where my account assessed {$35.00}. Comes to a current total of XXXX. There may be more fees. \n\n\n5/3rd Corporate Security Officer who calls me on the phone and tells me he is closing the account My account was closed by Corporate Security Officer who called me out of the blue and was not remotely concerned with hearing about any of the security concerns. He became interruptive on the call and then hung up the phone and closed the account. \n\n\n\nGood questions that the CPFB could pose to 5/3rd bank might be..\n\n1. How do locked cards pose less of a threat to the customer such that an additional security measure such as a deactivation need to be taken if it remains unaffected in locked status?\n\n2. Were the usual alert notifications that would have notified the affected card holder manually, ( or willfully ) disabled somehow in some subtle, or not so subtle, way by 5/3rd employees with executive privileges to do so.\n\n3. If a locked card was never supposed to go to deactivated status then how was it this one- time event?\n\nPut another way..\n\nIf 5/3rds legal team just copies and paste an explanation as a response to the CFPB ( or.. some future civil or criminal prosecution team that will be using this narrative as supplemental evidence of a pattern of negligence due to non-compliance ), then how is there not a potential pattern hazardous reoccurring repeatable issues at least addressed here?\n\n4. Have the concerns for account and card holder safety and notifications within the ATM card deactivation process brought forth in this complaint mostly fallen on deaf corporate ears? Or can they show proof of demonstrate measures taken to prevent no-notification deactivations from ever occurring to its customers again. \n\n\n\n\nSincerely,","date_sent_to_company":"2022-01-06T12:34:13.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"37086","tags":null,"has_narrative":true,"complaint_id":"4982875","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2021-12-07T13:35:24.000Z","state":"TN","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["Experience lack of customer support in a situation that 5/3rd bank deliberately caused There was no reliable night or weekend phone support at all to call and resolve this. Could not reach any support the night that my card became locked. \n\n\n\n\nThe following 1, 2 and 3 events by themselves do not constitute malfeasance or even cause for inquiry, they simply run off customers."]},"sort":[6.7596717,"4982875"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":4,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":4}]}},"product":{"doc_count":4,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking or savings account","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Checking account","doc_count":2}]}},{"key":"Mortgage","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":1},{"key":"FHA mortgage","doc_count":1}]}}]}},"issue":{"doc_count":4,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Trouble during payment process","doc_count":2,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Closing an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Funds not received from closed account","doc_count":1}]}},{"key":"Managing an account","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Deposits and withdrawals","doc_count":1}]}}]}},"timely":{"doc_count":4,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":4}]}},"company_response":{"doc_count":4,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":4}]}},"submitted_via":{"doc_count":4,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":4}]}},"company":{"doc_count":4,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Chime Financial Inc","doc_count":1},{"key":"FIFTH THIRD FINANCIAL CORPORATION","doc_count":1},{"key":"Mr. Cooper Group Inc.","doc_count":1},{"key":"U.S. BANCORP","doc_count":1}]}},"state":{"doc_count":4,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"KS","doc_count":1},{"key":"TN","doc_count":1},{"key":"VA","doc_count":1},{"key":"WI","doc_count":1}]}},"company_public_response":{"doc_count":4,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":1}]}},"tags":{"doc_count":4,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}