FIFTH THIRD BANK Skip A Payment Program Leads to Demand for payment over the phone Cincinnati Ohio

History: I purchased a new truck about two years ago. The dealership suggested Fifth Third Bank for financing. My credit is excellent and never had a problem with Fifth Third. In addition, my payments have never been late.

In late November 2007, I received a letter from Fifth Third Bank about a nice offer they called 'Skip a Payment.' You had a choice to skip a payment in December or January. I didn't think about it the time.

After Christmas, I remembered the letter but couldn't find it. However, I chose to skip January's payment. My payments are due the 12th of the month. On Thursday, January 24, I received an 'automated phone message' at home about 8:30 AM. The message stated it was Fifth Third Bank and that a change was being made to my account. Then, it asked if I'm speaking to (me) to press 1. I did. Then, it asked for my zip code. I hung up. It hit me that this may be a possible fraud or identity theft scenario. I said to myself, 'surely, if there is a change to my account, they would make a 'person-to-person' call or mail me. Ok, I'll call them when I get home from work.

About 7:10 PM, I called Fifth Third Bank. I was on hold for over 30 minutes. Finally, a polite consultant answered the phone. I gave her my name and my account number. I then explained why I was calling. She told me she needed January's payment, for it was late. I explained to her I chose to take part in the 'Skip A Payment' program. She then told me for me to do this, I had to fill out the form and mail it to them at least 5 days prior to the payment due date. I admitted to her that I must of overlooked that for I just remembered what the letter was about. I told her it was my 'mental mistake' and I would be willing to email, fax or mail whatever is needed to correct the situation.
She then told me they needed January's payment. I replied that it was my error for not filling out the form but, why are you penalizing me on an offer Fifth Third made for the holiday season just because you didn't receive a piece of paper? Her answer was: because you didn't mail in the form!

She told me I could speak to the collections department to ask for a deferral or I could speak to a supervisor. I opted for the supervisor.

Remember, before talking to the associate, I was on hold for over 30 minutes. I was on hold again for another 15 minutes waiting to speak to a supervisor. Finally, the associate came back on and said her supervisor stated "since I didn't mail in the form, I had to submit payment or talk to their collections department.' After being on hold all this time and requesting to speak to a supervisor, I got the same answer from the same person. I wasn't happy and I let her know but, I let her know I wasn't upset with her. I did tell her, if I'm offered to speak to a supervisor, I expect to talk with a supervisor. Unfortunately, I was given another choice. Make the payment or talk to collections. I asked, "how long would I be on hold if she transfers me? She gave me the 800 number.

When I called the collections department I was delighted for I was on hold for less than a minute. However, it goes down hill from there.

A gentleman answered the phone in which I could barely understand. He asked me for my home telephone number and my name. I tried to explain to him why I was calling but he broke in and started asking me my wife's name, my address, my place of employment, my wife's place of employment, my work number, my wife's work number, my cell number, my wife's cell number and I finally blew a fuse.

I asked why in the xxx do you need this information? He replied 'it's for my account security?' My reply was "by answering all these questions would jeopardize my account'. I told him I shouldn't have to give out this information. His reply was he couldn't help me unless he had this information. So, I just started telling him why I called.

Very quickly, he demanded not only January's payment but February's payment! Then, he stated, 'although February's payment is not due until February 12, we must have January's payment tonight over the phone!!!

I explained to this very demanding collections person that he wasn't going to get payment tonight and that I have excellent credit and that he WILL NOT talk to me like I'm a criminal. I made an honest mistake and I was willing to work with Fifth Third Bank but to demand payment over the phone at that very moment was pushing what a collection agency can do.

Here's my questions:

1. In today's world with widespread identity theft, why would Fifth Third Bank send an automated message asking for personal information and the customer not really knowing it was Fifth Third Bank?

2. Why didn't a supervisor speak to me?

3. Why wasn't Fifth Third Bank staffed appropriately for the call volume received?

4. Why did Fifth Third Bank make a special offer for a skip a payment program and turn around and crucify the customer for not mailing a form in?

5. Why didn't Fifth Third Bank research my previous payment record and understand 'I'm not a criminal or a person who never makes a payment on time?'

6. Why was I harassed by the collection department?

7. If Fifth Third Bank demands payment, should I demand payment for the time I was hold and the harassment I received from their collections department?

Could it be that Fifth Third Bank is trying to collect all the money they can to make up for the Adjustable Rate Mortgage blunders?

In conclusion, I admit I made a mistake. Just before typing this complaint I found the letter. In my opinion, it should be titled 'Extend A Payment' program and not 'Skip A Payment' program. However, I knew it wasn't a 'freebie' and that I still had to make the payment at the end of the loan. This doesn't bother me. What does bother me is a large corporation treating a good paying customer like a piece of trash and a criminal. I'm not asking for special treatment. I'm asking for Fifth Third Bank to apply common sense. However, I'm finding out common sense is not so commom.

Ron
Common Sense, North Carolina
U.S.A.

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