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JackieBoyne City, MI
Customer Service
Reviewed June 20, 2024
We purchased our home with a mortgage from 5/3 over 20 yrs ago and owe more now than when we purchased it. I had a small fire on May 12, sent my insurance check to 5/3 less than a week later for them to endorse and send back, they said it would take 7-10 business days and it has now been well over a month. Every time I call to ask where the check is they say they mailed it on Thursday, then they mailed in on Monday, then they mailed it on Wednesday. I wish I had never heard of this awful place.
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TechBoyne City, MI
Loan ProcessRates
Reviewed May 31, 2024
Have a FHA mortgage, and in November, I was unemployed for 1 week and in December for 2 weeks, and January for 2 weeks. I spoke to the bank to let them know that I was not going to be able to pay the December payment until January. They offered a modification, I thought why not. This will help until the cash flow increases again. I have 22 years left on the mortgage and my interest rate is 3.5% so I am not looking to change that, just make the payments over a 3-month period of time. The process took about 30 days to process and we were now into February. During this time, they refused to process my payments.
I am so glad I had set the money aside for part of the payments because they offered me 7% interest, 40 years on the mortgage with a $37,000 balloon payment. It was not March, and I am sure they thought they had me in a corner, I referred their generous offer of assistance and they said I had to pay all payments within less than 30 days because I had violated the terms of the loan by refusing the modification. I think they were shocked when I paid it within 30 days. Can't wait to pay them off and I would not recommend them. If I had not asked the questions before I signed the modification, I would have been in trouble because the payment amount would not have changed, just the amount of interest the bank received!
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JeffSterling Heights, MI
Customer Service
Reviewed Feb. 15, 2024
If you have a mortgage and make an insurance claim they will hold your funds in their loss draft department and use tactics to make it impossible to recover. We have spent hundreds of hours (1 1/2 years) trying to get them to release our insurance funds so we could rebuild from Hurricane Ian. They're holding insurance funds that exceed the value of our mortgage. Each time we call we receive a different requirement to obtain our claim funds. Apparently making payments on time has no reward. It's no wonder why people in the Ft. Myers area have abandoned their homes.
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CaseyMissoula, MT
Customer ServiceOnline & AppStaff
Reviewed Jan. 31, 2024
Make sure when you obtain a mortgage that it doesn’t end up being sold to be Fifth Third. They are impossible to contact. They take 3 days to post a payment and their app is a complete joke. It is impossible to talk to an actual customer service representative and the list goes on.
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MariamMonroe, WA
Customer ServicePunctuality & Speed
Reviewed Jan. 13, 2024
Bank made an error resulting in ACH payment delay, I immediately called 53rd and WaFd Bank to find out what happened. Banking institution claimed the error and wrote a letter to 53rd to ask that the 30-day late they placed on the credit report please be removed. Fifth Third bank does not care about documentation they receive, they do not care about being accurate and customer service is a BAD JOKE.
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RyanWinston Salem, NC
Customer ServiceRates
Reviewed Nov. 30, 2023
Where to start. Not sure if I should start with the awful customer service because literally every time you call you get hung up on so it takes several tries with extremely long wait times. Or should I start with the mortgage rate going up without any warnings, or the fact that the last time I tried to refinance my house the mortgage company ask for an insane amount of work to be done including somehow painting vinyl siding. When I questioned it they ghosted me, would not answer phone calls, would not return phone calls. By far one of the worst companies I've ever done business with
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BHenrico, VA
Customer ServicePunctuality & SpeedStaff
Reviewed Nov. 20, 2023
I pay my monthly mortgage on time and quite often more than the amount that is due. They took it upon themselves to pay a tax bill that was sent to me outside of the monthly payment I send in for my escrowed annual property taxes. As a result, the city refunded my money back to me and said it had been paid. Remember that they are "Here to Help!". When I realized what had happened, I called them and realized I owed them an additional $261 for the prior months' bill to bring my account to being current. I made the payment immediately. "Here to Help" isn't in their vocabulary! They mailed back my prior months' payment of $1450 and reported me as a delinquent account to the credit bureau. They are horrible! Stay away!
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RebeccaParker, CO
Customer ServiceOnline & App
Reviewed Oct. 22, 2023
I bought a new car in January of 2022. This bank has the worst customer service. I live in a state there are no branches so I can’t go in and get help. Their customer service hours are terrible. Nearly ever single month of the almost two years now trying to make the payment has been a multi day process. First, they tried to process the payment through a 5/3 checking account I don’t have, instead of the account I provided them.
Multiple times my online account has been locked out, with no way to get ahold of them for days since I live in a different time zone and hold regular working hours. The first time I was told “it accidentally happened to a lot of customers on Friday." You know, with no way to contact the bank over the weekend. After finally getting the issue resolved, it happened again. But this time they said I put in the wrong password too many times, thought I didn’t because I use a password manager. I had to be the one to suggest someone was trying to use my email address and trying their password. Only then did she help me change my email address on the website.
A couple of months later my bank account information was missing from the app so I cannot make a payment. Again, I have to wait days to speak to someone. They tell me the external payment information was removed from all accounts so I had to re-add it, which cannot be done on the app, only the website. That was last month. I finally added it back but lo and behold it happened again this month. I cannot make a payment over the phone outside of their terrible business hours. It takes me days to be able to unlock my account to pay online. I seriously dread the ordeal I know will come with trying to make a payment. What kind of bank doesn’t want to take payments? The predatory kind who hope you will become delinquent. This bank should be out of business.
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MichelleBountiful, UT
Customer ServicePunctuality & SpeedTransparency
Reviewed Oct. 19, 2023
This company purchased my mortgage from Citywide. It's been nothing but harassment since. I get paid on the 5th of the month and always make my payment when I have verified my deposit has been made from my employer. They start calling on day 2 about the payment being late. Never mind that I have a 15 day grace period. I have explained to them month after month that I pay my payment on the 5th and to not call me to no avail. Now my homeowners insurance is 7 weeks past due and they are telling me my Insurance is not part of my Escrow.
In 25 yrs I have never had my insurance not be paid by my escrow nor would I ever sign a mortgage document where it is not part of my Escrow. To top it off I had to provide them with a copy of my Insurance premium so they can take a look at it in 10 days or so. By then my Insurance will likely be canceled and need to go through underwriting to get reinstated. What a nightmare this company has turned out to be.
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AllenHumble, TX
Customer Service
Reviewed Oct. 11, 2023
I having been using online banking for about 6 months to pay my monthly mortgage. I have had several problems logging in and once again I needed help. I was told I had an error message that the system had timed out. I explained to the operator that the system timed out because I never received a security code in my e-mail that I need to receive before I could log in. That's why it timed out! I also tried to get a text sent to my phone and never received it either. I was told the solution to the problems was logging out and waiting a few hours before trying it again. I was told that would probably solve the problem.
I requested a supervisor and was told it could take one day maybe two days for it to work. I was told that's all they could do to help! This is the worse bank I have ever been associated with! How they stay in business is hard for me to understand. No wonder the reviews are horrible! This is not the way to run a business! The only reason I deal with this bank is they purchased my mortgage from another lending institution!!!
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