Danielle sent a message to Greg D. Carmichael – Chief Executive Officer of Fifth Third Bancorp – Email Address that said:
To whom it may concern,
I refinanced my vehicle in April 2016 with the Fifth Third branch on Market Street in Tiffin Ohio with Paul Fultz. My vehicle had a loan on it from First Tech Federal Credit Union, and it was under me and my ex-husband. We were both on the loan and title. I provided my divorce decree for Paul, and he saw no issues with the refinance. He was very helpful and knowledgeable. The process took about a week, and I was approved to refinance through fifth third bank under my name only. I was told that I would be receiving all the documents in the mail within 3-4 weeks to register the vehicle under my name only. 4 weeks passed, I called fifth third to learn that Paul was no longer at this branch, that he moved to the Findlay branch. I explained to a bank representative that I had not yet received the needed documentation in the mail. She looked into it and called me back the same business day. She stated that whatever she looked at said that it could take “several weeks” to get the information mailed to me. She said I was also awaiting a refund check because I over paid tax. She said it could take up to six to eight weeks.
Eight weeks passed, I called the main Fifth Third number (I’m assuming corporate office) and explained my situation to a gentleman. He said that they had the title memorandum, and it would take 2 business days to release it to me, and then time for the mail to be delivered. I figured 7 business days. 14 business days passed, and nothing. I called my local Fifth Third location and Jennifer Gordon began assisting me. By this point it is August 10th, and my registration expires in September. The registration that is still under my ex-husbands name as well as my name.
After 3 days of looking into it, they wouldn’t release my title memorandum to me to get the vehicle registered because the decree that I provided did not have the VIN on it. I then provided them with the correct copy that included the VIN, and they still wouldn’t accept it. They needed my ex-husband to sign a POA, signing the rights to the title over to me as the decree states. It is now September 9th, one month from when I began working with Jennifer, and the situation still is not taken care of. My registration expires on the 22nd of this month. Jennifer has done a great job handling the situation, responding to my tedious emails daily, and that I appreciate. But I feel like if I don’t contact someone with the bank daily, I will slip through the cracks yet again. She has been in contact with my ex regarding the POA paperwork because if I contact him, he will not cooperate. I am satisfied with her service, but why has it been a month of my contacting her daily, and this situation still not be taken care of?
The needed documentation is understandable, but I am very frustrated that none of this was explained in April when I was granted the loan. Why couldn’t everything be taken care of at the same time, instead of everyone dragging their feet, and not keeping me informed for 7 months? Instead it seems like it was easier to tell me, “oh it will take several weeks”. When I signed the documents granting me the loan, I was under the impression that the last thing connecting my ex-husband and I was finally gone, and taken care of. Had I known this was going to be such a mess for 7 months, I would have chosen a different lending company to pay my interest to. Now, I need someone to help Jennifer get this title memorandum expedited this week. I am so frustrated with this situation, and not happy with the lack of communication within Fifth Third.
Thank you for your time, and I look forward to speaking with someone soon.
Danielle
