Fifth Third has partnered with Harland Clarke to safely and conveniently provide online check reordering. To reorder checks you will need your routing/transit number, account number and the starting number of your next check. For more information, please visit check reordering online, or stop by a Fifth Third Branch near you to complete your order.
To report a lost or stolen card, please immediately call 1-800-782-0279. Customer Service Representatives are available at this line 24x7.
The first step in getting assistance is not being afraid to ask. Then you will need to complete an application and send it to us along with verification of your income.
There are a number of different potential options, depending on the type of loan you have. When we receive your application, we will review your situation to determine if you are eligible, and which solution best suits your circumstances. Some of the solutions available - from most likely to least likely - include:
The interest rate is lowered.
The term of the loan is extended.
Principal balance is reduced.
You can complete an online application to apply for hardship assistance.
Rollover IRA is a Individual Retirement Account that is designed to segregate assets rolled from your former employer's qualified retirement plan (pension, profit sharing, 401(k), etc) into an IRA that is separate from your other Traditional IRA funds. This may allow you to roll the funds from the Rollover IRA back into another qualified employer retirement plan at a later date. In addition, rolling over to an IRA allows you to keep your savings tax-deferred and typically offers more investment choices. Learn more about Rollover IRA
Automatic Deposit is the easiest and fastest way to receive money. It allows you to designate one account into which payments from all participating financial institutions will be automatically deposited. Once turned on, there's nothing more for you to do - you will be notified of incoming payments via email or text message, the payment will be sent into your selected account. You can edit Automatic Deposit settings in Preferences.
A. To set up direct deposit (ACH) to your account at Fifth Third Bank, you can fill out a Direct Deposit Authorization form.
Q. How can I provide feedback or report a concern related to my account or my experience with Fifth Third?
A. We welcome your feedback. If you have a suggestion or concern with your account, you can contact us by phone, online message, visiting a financial center or sending a letter.
Customer Service - 1-800-972-3030 7am-8pm Monday - Friday 8:30am-5pm on Saturday Closed Sunday
Borrowers have certain rights under Federal law related to resolving errors and requesting information about their mortgage account. Notices of Error and Requests for Information must be directed in writing to: Fifth Third Bank Mortgage Disputes 5050 Kingsley Dr., MD# 1MOCFP Cincinnati, OH 45263
Please include the name of each borrower, the loan number and a description of the error you believe has occurred OR a request for specific information regarding your mortgage loan.
For All Other Accounts Fifth Third Bank 5050 Kingsley Dr., MD# 1MOCOP Cincinnati, OH 45263
Lost or Stolen Card: 1-800-782-0279 24 hours a day, 7 days a week.
Q. How do I change my address or phone number?
A. You can update your address and phone number by logging into Fifth Third Online Banking and visiting the Service Center link at the top of the page. You can also call us toll free at 1-800-972-3030 or visit a Fifth Third Branch near you.
Q. How can I send or receive a wire transfer?
A. Visit a financial institution or Fifth Third Branch to set up a wire transfer
Q. I think Fifth Third reported information on my credit report inaccurately. How can I dispute this reporting?
A. If you would like to call Fifth Third to learn more about items that Fifth Third is reporting about you to the credit bureaus, please call Fifth Third's Customer Service Center at 800-972-3030. If you would like to dispute an item reported to the credit bureaus by Fifth Third, please send a letter outlining the information that you are disputing. Please include your contact information (including name, address, and telephone number), account number, type of account, description of the information you are disputing, and a copy of your credit report or other supporting documentation that contains the information you are disputing. If you are disputing an item reported to the credit bureaus for your Mortgage loan, please send the information to: Fifth Third Bank Mortgage Disputes 5050 Kingsley Dr., MD# 1MOCFP Cincinnati, OH 45263 If you are disputing an item reported to the credit bureaus for your Installment loan, please send the information to: Fifth Third Bank Installment Disputes 5050 Kingsley Dr., MD# 1MOCOP Cincinnati, OH 45263 Or, if you are disputing an item reported to the credit bureaus for your credit card please send the information to: Fifth Third Bank Bankcard Credit Bureau Disputes 5050 Kingsley Dr., MD# 1MOCOP Cincinnati, OH 45263
Q. How can I obtain a free copy of my credit report?
A. The Fair Credit Reporting Act permits consumers to request a free copy of their credit report once every 12 months from each of the three major credit reporting agencies (Equifax, Experian, Trans Union) and ensures the right to dispute inaccuracies without cost. You can order a free credit report at:
Q. What factors can affect my credit score and how long are they reported?
A. Your credit score is based on a proprietary scoring system maintained by each of the Credit Reporting Agencies. Please contact the Credit Reporting Agencies listed below to obtain information about their scoring system: Experian P.O. Box 4500 Allen, TX 75013 1-888-397-3742 Trans Union P.O. Box 1000 Chester, PA 19022 1-800-888-4213 Equifax P.O. Box 740241 Atlanta, GA 30374 1-800-685-1111
Q. Who can I contact about Flood/Homeowners Insurance?
A. For questions on any Fifth Third loan requiring insurance you may contact our Insurance Support Provider at 888-580-7858. Should you need to send us proof of insurance, you can fax it to 855-473-0204 or mail it to: Fifth Third Bank ISAOA/ATIMA PO Box 1266 Minneapolis MN 55440-1266
Q. What is a MatrÃcula Consular and does Fifth Third accept it as a form of identification to open new accounts?
Any official identification with photograph issued by Mexican government
Proof of residence in consular district:
Utility bill
Mexican or U.S. government correspondence to the U.S. address
Government-issued identification with U.S. address
Q. Can I reorder checks online?
A. Fifth Third has partnered with Harland Clarke to safely and conveniently provide online check reordering. To reorder checks you will need your routing/transit number, account number and the starting number of your next check. For more information, please visit check reordering online, or stop by a Fifth Third Branch near you to complete your order.
Q. How can I stop a payment?
A. You may request stop payment services for a check that has not already been accepted by Fifth Third Bank for processing. You must provide sufficient information to reasonably allow the Bank to honor the stop payment request. A stop payment order will be in effect for six months, and a fee will be charged to your account. For more information visit our Service Center online. Note: Stop payment requests do not apply to online bill payments. For help with electronic payments, please call a Customer Service Professional at 1-800-972-3030.
Q. Why was I assessed an ATM fee?
A. You may be charged a terminal fee by another bank when using your Fifth Third ATM card at their ATM when making cash withdrawals. Fifth Third may charge a transaction fee when you use a non-Fifth Third Bank ATM. You may also be charged a fee for a balance inquiry even if you do not complete a funds transfer For more information on fees and disclosures, view our checking account pages.
Q. What is an ACH transaction?
A. Any item that posts to a checking account which was initiated by the customer providing their account and routing number electronically. Examples: Insurance Premiums, Cell Phone payments, Utility payments.
Q. How do I dispute an ACH transaction?
A. Call 1-877-833-6197 select Checking Account Option then Disputes Option or visit your local Fifth Third Branch.
Q. How can I dispute a transaction posting to my checking or savings account?
A. Call 1-877-833-6197 select Checking Account Option then Disputes Option or visit your local Fifth Third Branch
Q. How can I get a status update on a dispute previously submitted?
A. Call 1-877-833-6197 select the appropriate product Checking, Savings or Card and then select the Disputes Option.
Q. What are transactions appearing in the Pending section of my on-line statement?
A. Once an authorization has been obtained by a merchant, the amount of the authorization is immediately deducted from the account and available balances of the checking account.
Q. How do I dispute a fraudulent transaction appearing in the pending section of my on-line statement?
A. If the transactions is fraudulent, please call 1-877-833-6197 select the appropriate product Checking, Savings or Card and then select the Disputes Option.
Q. How long is a transaction in a pending status?
A. This depends on when the merchant's card processor submits the clearing file. This must happen before the transaction posts to your account. Turnaround time is typically 1-3 business days. An authorization does not necessarily indicate the amount that will be presented for payment nor that a transaction will be presented for payment.
Q. How can I report a lost or stolen card and get a replacement?
A. To report a lost or stolen card, please immediately call 1-800-782-0279. Customer Service Representatives are available at this line 24x7.
Q. How can I get a replacement card, if my card is worn out or not working properly?
A. To order a replacement card, if your card is worn out or not working properly you can call a Customer Service Professional at 1-800-972-3030 or visit your nearest branch.
Q. How can I dispute a charge on my credit card?
A. If you are disputing any transactions on your monthly statement, please call our Disputes Resolution Department at 1-877-833-6197 select the appropriate product Checking, Savings or Card and select anything else and then the Disputes Option. Our Customer Service Professionals are available to assist you Monday through Friday, 7 AM to 8 PM (EST), Saturday 8:30AM to 5 PM (EST).
Q. What do I need to submit a dispute on my credit card?
A. You should have the transaction information readily available, along with the reason for your dispute. Additional information may be requested to assist in the dispute process such as any associated receipts or billing information.
Q. How can I check the status of a dispute previously submitted?
A. Call 1-877-833-6197 select the appropriate product Checking, Savings or Card and select anything else and then the Disputes Option. Our Customer Service Professionals are available to assist you Monday through Friday, 7 AM to 8 PM (EST), Saturday 8:30AM to 5 PM (EST).
Q. What steps does Fifth Third take to protect me when shopping online with my Fifth Third credit and debit cards?
A. Fifth Third uses a variety of tools to help protect your Fifth Third credit and debit cards against fraudulent activity including MasterCard SecureCode® and Verified by Visa®. MasterCard SecureCode® and Verified by Visa® add a level of security when making purchases online and sometimes require you to authenticate yourself when making purchases by sending you a one-time passcode. This authentication is for your protection so please keep your contact information including mobile phone and email address at Fifth Third updated for all account owners. You can update your contact information by logging into 53.com with your User ID and Password, calling Customer Service at 800-972-3030 or visiting your nearest branch.
Q. When will I receive my new chip card?
A. Chip cards will be issued prior to card expiration or at customer request. If you would like a new chip card now, please call Customer Service at 800-972-3030.
Q.What is a "chip card"?
A. Chip cards are payment cards (credit and debit) that have an embedded microchip. Chip cards offer advanced security when making purchases in-store at chip terminals. If you have a chip card, the chip is located on the front of the card. Your card also contains a magnetic stripe on the back to swipe at terminals that have not converted to chip.
Q. Why are chip card transactions more secure?
A. Chip cards offer advanced security for in-store purchases by making every transaction unique, which makes it more difficult to counterfeit or copy. If the card data and one-time code are stolen, that information cannot be used to commit fraud or create counterfeit cards.
Q. Will chip cards allow others to track my location?
A. No. Chip card technology is not a locator system. The chip on your card is limited to supporting authentication of card data when you make a purchase.
Q. Is a chip card the same as contactless payment (for example, PayPass)?
A. No. Contactless cards use near-field communication technology (NFC), which has a radio antenna that transmits account information, and work by waving or tapping your card in front of a device. Chip cards must be inserted face-up into a chip-enabled merchant terminal that allows the chip to make contact with the reader to authorize and complete a transaction.
Q. Do I need a sleeve to protect information from being stolen off the chip?
A. No. The chip must make contact with the merchant terminal to authorize and complete a transaction. Fifth Third chip cards do not use contactless / NFC / RFID technology.
Q. Is my personal information vulnerable if the chip card is lost or stolen?
A. No. The chip only contains information used to process transactions at a merchant terminal or ATM. No personal information is stored on the chip. As always, contact us immediately if your card is lost or stolen.
Q. How do I use my chip card?
A. If the terminal is chip enabled, it will prompt you to insert it (instead of swiping). Follow these three simple steps: Step 1: Insert your card with the chip toward the terminal, facing up. Do NOT REMOVE until prompted. Step 2: Provide your signature or PIN, as prompted by the terminal. Some transactions won't require either. Step 3: Once the terminal says the transaction is complete, remove your card. At non-chip terminals: During the transition to chip, swipe your card and follow the prompts at the terminal as you normally would.
Q. What does a chip-enabled terminal look like?
A. Chip-enabled terminals have all of the features you are used to with a payment terminal, with the addition of a slot to insert your card. The slot is typically located at the bottom or the top of the payment terminal.
Q. Why do I need a PIN for my credit card?
A. Some chip terminals may prompt you for a PIN, so it is important for you to set up a PIN that you will remember. If you are a new credit card customer you are prompted to select a PIN at the time you activate your card. If your card is a replacement you already have a PIN. If you don't remember your PIN and would like to change it call the customer service number listed on the back of your card, visit your local Banking Center or click on the Service Center in Online Banking.2
Q. What happens if I forget my PIN?
A. Call the customer service number listed on the back of your card, visit your local Banking Center, or click on the Service Center in Online Banking.
Q. How do I use the chip card for online purchases?
A. For online purchases you will continue to use the card as you do today.
Q. Can I use my chip card outside of the U.S.?
A. Yes. Chip technology is already widely used in Canada, Mexico, the United Kingdom and nearly 130 other countries worldwide. Chip cards will make it easier to make purchases when you travel internationally.
Q. What if my chip card doesn't work at an unattended terminal when I am in another country?
A. Some card terminals at unattended locations (such as public transportation kiosks and gas pumps) may not be compatible with the chip card. You should plan for an alternative payment method, such as local currency when traveling outside the U.S.
Q. Who do I contact if I have more questions?
A. Stop in to your local Financial Center, or call Customer Service at 800-972-3030 with additional questions about Fifth Third chip cards.
Q. I received a text from 33748. Why did I get this text message?
A. Text messages from 33748 are alerts sent to customers when possible fraud on their debit cards is detected. You should follow the instructions in the text to let us know if the purchase was made by you.
Q. I received a text that there might be suspected fraud on my debit card. Why did I receive that text message?
A. We monitor your debit card account closely. If we see anything suspicious, we will send you a text from 33748, asking you to verify the purchase. It will also include a phone number for you to contact us: 866-442-0251.
Q. I received a phone call from 866-442-0251 and I just received a text message to call this number, and I want to make sure it is okay to call?
A. Yes. We are monitoring your debit card, and if we see anything suspicious, we will contact you with a text from 33748. If you have questions regarding the text you received, call 866-442-0251.
Q. Why did I receive a phone call from 877-230-3179 after I replied “no” to a text message from 33748?
A. You received a call from that number as we try to contact our customers if there is suspected fraud. If you weren’t able to answer the call, please call 866-442-0251 to ensure the security of your account.
Q. Why am I receiving texts 535353 as well as 33748?
A. Fifth Third uses multiple systems to monitor your transactions to protect you from possible fraud.
Q. How do I opt out of receiving text from 33748 or 535353?
A. To opt out of text alerts, reply to each message with STOP. Please reply to each message separately to ensure that you do not receive future texts from either number.
Q. Can I enroll for notifications about possible fraud on my Fifth Third credit card?
A. Yes, you can. Fifth Third bank allows you to enroll in notifications on email, text, and Mobile App Notifications for your Fifth Third Credit Cards.
Q. What is a compromised card?
A. A compromised card is a card that is at risk of being used fraudulently. Cards may be compromised due to any type of suspicious activity, including: skimming, computer theft, unauthorized network intrusion, or any other type of suspicious activity.
Q. Why are you reissuing my compromised card?
A. Fifth Third Bank takes every compromise seriously and issues replacement cards for affected customers. As part of their routine practice, MasterCard (or VISA) communicates with Fifth Third about data compromises that occurred. Your card account has been identified as having a high likelihood for fraudulent activity. To protect your card and account, we have elected to reissue you your card.
Q. What if I do not want to have my current card replaced?
A. Compromises are serious. Fraudulent activity may occur if the card in not replaced. The fraud dispute process can be more inconvenient to customers than simply having a card replaced. While many customers do not experience fraud when a compromise is reported, the risk of exposure still exists if the cards are not replaced. To protect our customers, minimize inconvenience and losses, Fifth Third Bank requires compromised cards to be replaced.
Q. Does receiving a replacement card for my compromised account mean that I have fraud on my compromised account?
A. Not necessarily. In fact, among the list of card numbers we periodically receive, only a few are affected by fraud. Take the opportunity to review your monthly statement(s). Remember to review your daily transactions in Online Banking.
Q. What if I have recurring payments with merchants made to my compromised card number?
A. You should contact the merchant(s) immediately upon receipt of your replacement card(s) and provide them with the new card number and expiration date. This process may be as simple as logging into the corresponding merchant(s) site and updating the information yourself.
Q. What do I need to do if I discover fraud on my account?
A. If you discover fraud on your account, please call our Disputes Resolution Department at 1-877-833-6197 select the appropriate product Checking, Savings or Card and select anything else and then the Disputes Option. Our Customer Service Professionals are available to assist you Monday through Friday, 7 AM to 8 PM (EST), Saturday 8:30AM to 5 PM (EST).
Q. What is the difference between the previous business day balance and the available balance?
A. Your previous business day balance consists of all transactions that have posted to your account. Available balance reflects funds in your account available for immediate use. Pending transactions which have not yet posted to your account may affect your available balance.
Q. Why is there a one dollar transaction on my account?
A. Some merchants will pre-authorize a debit or credit card to ensure that it is a valid and active account, essentially placing a $1 hold on your account. The pre-authorization amount will remain until the merchant submits the actual amount of the transaction for payment and it posts to your account. Once the payment posts, the $1 pre-authorization will come off your account. This process typically takes 2-3 business days.
Q. What is phishing?
A. Phishing is a type of email scam that hackers use to get customers to divulge their account numbers, login IDs, passwords, and other privileged information. They send mass emails to a large number of people hoping to lure those who are actual customers of that bank to click a link to a fraudulent website that looks like Fifth Third's and enter their account and/or personal information. Fifth Third Bank will NEVER solicit account or personal information via email or an email with an embedded link to a website. If you are a Fifth Third customer who has received a suspicious email but did not divulge any information, please forward the email, along with your contact information, to 53investigation@security.53.com and then delete the suspicious email from your computer. We will contact you if additional information is needed. If you responded to the message and provided information, contact Fifth Third Bank Customer Service immediately at 1-800-676-5869. For more information, visit Protecting Your Identity.
Q. How can I find the nearest ATM?
A. Our ATM locator on 53.com and the Fifth Third Mobile Banking app can help you find a Fifth Third or Partner ATM near you.
Q. Is Fifth Third Bank a member of any partner ATM networks?
A. Fifth Third Bank is part of the Allpoint®, Presto!, and 7-Eleven® network of ATMs, which features more than 43,000 fee-free ATMs nationwide. Customers of Fifth Third Bank can withdraw cash fee-free from any domestic Allpoint® ATM in addition to Presto! ATMs located in Publix stores, and 7-Eleven® ATMs listed on our ATM locator on 53.com or on our Mobile Banking app. ATM fees may apply to certain 7-Eleven® locations in Oklahoma, Hawaii and Alaska. Any 7-Eleven® location listed on our ATM locator is fee-free.
Q. What is Allpoint®?
A. Allpoint® is a vast network of fee-free ATMs that are located in various retailers across the country.
Q. What is Publix?
A. Publix is a chain of supermarkets located in various states across the U.S. ATMs located inside of Publix stores are part of the Presto! network.
Q. What is 7-Eleven?
A. 7-Eleven® is a chain of convenience stores located in various states across the U.S. Fifth Third is part of their network of ATMs located inside and attached to 7-Eleven® locations.
Q. Can I use any of my cards to withdraw cash fee-free from Fifth Third or partner ATMs?
A. You may withdraw cash fee-free from your Fifth Third account when using your Fifth Third card at a domestic Allpoint®, 7-Eleven®, or Fifth Third ATM. Fees will still apply when using your credit card at any ATM to perform a cash advance or when using it to withdraw cash at any Presto! ATM.
Q. What if I see another bank’s name or logo on an Allpoint® machine?
A. Some Allpoint® ATMs may be branded by other financial institutions or retailers. No worries; as long as the Allpoint® name or logo is on the machine, you will enjoy free access as a Fifth Third Bank customer.
Q. How can I be sure that the ATM I'm using is fee-free?
A. Any Allpoint®, Presto!, or 7-Eleven® location listed on our ATM locator on 53.com or on our Mobile Banking app is fee-free. Fifth Third customers can enjoy fee-free access to Allpoint® ATMs nationwide even if the machines bear the name of another bank.
Q. What if I am asked to accept a surcharge from partner ATM?
A. Partner ATMs are fee-free to you as a customer of Fifth Third Bank when withdrawing cash. If you are asked to accept a surcharge, simply press “yes” and your fee will be waived on your receipt or refunded. Fifth Third Bank guarantees that your transaction will be fee-free. If you incur a fee at a partner ATM call us at 1-800-972-3030 and we will refund you.
Q. How can I find an Allpoint®, 7-Eleven®, or Presto ATM?
A. Allpoint® ATMs are found in various retailers, our locator will show you the names of stores – and their locations, of course – where the fee-free machines are present. You will always see 7-Eleven® and Publix locations labeled with their store information. Use our ATM locator on 53.com or on our Mobile Banking app to find a location near you.
Q. What is Zelle?
A. Zelle is a person-to-person service that lets you send and receive money from almost anyone with a U.S. bank account using that person's email address or mobile phone number.
Q. How Does Zelle Work?
A. Zelle is available on iOS, Android, and via Fifth Third Bank’s online banking. Simply enroll in Zelle by clicking on "Send Money with Zelle" on 53.com or via the Fifth Third Bank mobile app. Enter your email address or mobile phone number, receive a one-time verification code, enter it and you're done. It’s that easy.
To send money using Zelle, enter your recipient's email address or mobile phone number. He or she will get an email or text notifying them that you've sent them money. If your recipient is enrolled in Zelle, the notification will come from the bank they have associated their Zelle account with.
If your recipient isn't enrolled in Zelle, the payment notification will be sent from Zelle and will contain information on how they can enroll into Zelle to receive the payment.
Q. How do I enroll with Zelle?
A. If you're a Fifth Third Bank customer with an eligible Fifth Third Bank checking or savings account, here's how to set up Zelle:
Sign in to 53.com or the Fifth Third app with your username and password.
Choose "Send Money With Zelle".
Read and accept the Zelle Service Agreement and Privacy Notice.
Set up your Zelle Contact Method (phone number or email address) that others will use to locate you in Zelle and send you money.
We'll send you a one-time code to verify your email address and/or mobile number.
Select the account you wish to use with Zelle. All Zelle payments will be made from this account. All Zelle receipts will be credited to this account.
The Validate Account screen appears. You will be sent a one-time passcode as an email or SMS Alert to the email address or phone number you selected as your Zelle identification ID. You must verify possession of the Zelle Contact Method to register it!
Start using Zelle to send and receive money.
If you're a Fifth Third Bank customer with an eligible Fifth Third Bank checking or savings account, but you don't have a 53.com profile, visit 53.com to set up online banking. Then, follow the steps above to set up an account in the Zelle network.
After you've set up Zelle account:
Check your security notifications in Online Banking (Alerts > Manage Alerts > Security > Edit > Select Email, App, or Text to make sure your Zelle payment notifications reach you.
Look for notifications about your Zelle activity.
You can check your activity anytime on 53.com or with the Fifth Third Mobile app.
Q. Does the use of Zelle charge a fee?
A. No. You can use Zelle to send and receive money at no charge. Message and data rates may apply.
Q. Do I have to be a Fifth Third Bank customer to use Zelle?
A. You'll need a Fifth Third Bank deposit account in order to use Zelle in Fifth Third Bank’s app and Online Banking. Non-Fifth Third Bank customers should register with a Zelle network bank.
Q. When will funds be available?
A. Money people send you will typically be available in your account within 5 minutes, but may take up to 2-3 days for your first receipt or payments from specific banks. Funds you send others will be available based on the receiving bank.
Q. How long does an unregistered recipient have to accept a payment?
A. The unregistered recipient has 14 days to register with Zelle and accept a Zelle payment. If they do not take action, the payment will be canceled and you will be notified and your funds will be returned.
Q. Can I pay a business entity using Zelle?
A. Currently Zelle is just used to send person to person payments.
Q. Is Zelle secure?
A.By sending money with Zelle, you won’t need to share account numbers or other sensitive data with other users. Plus, you won't need to wait for physical checks in the mail or worry about your money sitting anywhere other than your own bank account.
Q. Who are the member banks of the Zelle network?
A. Visit https://www.zellepay.com to see a list of the current Zelle member banks.
Enrollment
Q. I don’t see my cell number or email address listed as a possible contact when registering. How do I add a new contact method?
A. To use a phone number or email address as your Zelle contact method, that contact method must exist on your Online Banking profile. Log into online banking and update your email address or phone number to use it with the Zelle network.
Q. My spouse and I share a login to online banking. I want to enroll my phone number in the Zelle network, but when I log into the Fifth Third mobile app, I cannot enroll because my spouse's number is already enrolled. How can I enroll my phone to receive money?
A. Contact customer support (1-800-972-3030) and they will help you set up a unique log in to online banking and our mobile app, which will allow you to enroll your preferred contact method in the Zelle network.
Token Management
Q. I registered my phone number (or email) to use with the Zelle network. How can I add another contact method?
A. At this time, Fifth Third supports one contact method per customer in the Zelle network. If you want to switch your contact method to another number or email address, you will need to contact Customer Support (1-800-972-3030). Our support representatives will be able to de-activate your current contact method, allowing you to re-enroll with another email or phone number in the mobile app or online banking.
Finding a Contact
Q. In the mobile app, how do I send money to a person who is not in my address book?
A. Tap the "+" icon in the header bar and enter their name and contact method manually. This will allow you to send money to anyone. You must know the preferred contact method (email or mobile phone) of the person you want to send money to. If you enter a person's contact information manually to send money, this WILL NOT create a contact on your device address book.
Q. The mobile app is telling me that I am trying to send money to someone with a different name. What does this mean?
A. When you attempt to send money to someone--either from your address book or by entered manually--we check the network to see if they are already enrolled. We also check the name enrolled to that phone number or email address and warn you when it doesn't match. Sometimes this may be as simple as having "Jon Smith" listed in your address book while he has registered as "Jonathan Smith" in the network. Other times, this may alert you that a phone number or email is registered to another person entirely --Think the number you have for "John Smith" in your address book is registered to "Mary Jones" in the network.
For existing registered email addresses or phone numbers, we will always send payment to the name we find in the network. If you are warned about a name mismatch, check the email/ phone you are paying. Otherwise, you may accidentally pay the wrong person!
If you send money to the wrong recipient, then you must work with the recipient to receive the funds back. If you send money to a phone number or email address that is not registered with Zelle then please contact Customer Support (1-800-972 -3030) where they will be able cancel the transaction while it is still in pending status.
Q. When I pick a contact in the mobile app, it is showing some of their phone numbers/ email addresses as Suggested and others as Available. What does this mean?
A. When you pick a person from your address book to pay, we check the network to see if any of their phone numbers or email addresses are already registered in the Zelle network. This allows you to make sure you are sending money to their preferred contact method. "Suggested" contact methods are those that are already registered in the Zelle network. "Available" contact methods are not registered, but are valid. If you send money using one of these, the person will receive an email or text and must enroll that phone number or email to receive the payment.
If a contact method in your address book isn't listed, it is typically because there is an issue with the formatting (such as a phone number without an area code). You can manually enter another email address or phone number by clicking the link at the bottom -- note that doing so WILL NOT update your address book.
Receiving Money
Q. I've registered my phone number with the Zelle network using the Fifth Third mobile app. I received an email from Zelle that someone sent me money using my email address. How can I receive the money?
A. You have two options -- First, you can call Customer Support (1-800-972-3030), where a support representative can de-activate your registered phone number. You can then re-enroll in the network using your email address and then receive your funds.
Second, you can contact the sender and ask them to cancel their payment and re-send it to your preferred contact method.
Q. I received an email from Zelle that someone sent me money using my phone number. I registered and see the payment in my Zelle Activity, but the money does not appear in my account.
A. First, be sure you register the email address or phone number where the money was sent. Next, when you initially register for the network, any in flight payments to you may take 2-3 days to appear in your account. Subsequent payments should be available within minutes.
Sending Money
Q. I was trying to send a payment to a friend, but the Fifth Third mobile app said that I have reached my available limit for sending money. I have balance in my account--why can't I send the payment?
A. There are daily and monthly limits to the amount of money you can send through the Zelle network. You can call Customer Support (1-800-972-3030) and a representative will be able to tell you your current limits.
Alerts
Q. I have registered my cell number with the Zelle network. Why am I receiving alerts about payments to my email address?
A. Zelle Pay alerts are sent to the destination you have selected for Fifth Third Security Alerts. If you registered your cell number as your Zelle Contact Method, but are receiving alerts to your email address, it is likely you have subscribed to Security Alerts with your email address. You can adjust your Security Alerts subscription in the Manage Alerts page in online banking or the Fifth Third mobile app.
Siri
Q. How do I use Siri with Zelle?
A. In the Fifth Third Mobile app in iOS, from the Menu tab Settings then under Zelle Setting make sure that Siri is turned on. You can use phrases such as: “Siri send John $25 for dinner”.
Q. How do I begin using the Fifth Third Mobile Banking App?
A. In order to use the Fifth Third Mobile Banking App, you must have a mobile device that has a data plan and have a valid mobile or online banking User ID and password. As a new Mobile Banking user you can use your card number or social security number as your User ID. Your password is your four-digit PIN.
Q. What is Now Balance® and how do I use it?
A. Now Balance allows you to securely access your account balance information without logging in. To activate, login to the mobile app and go to Preferences. Click on Now Balance and choose the accounts you want to see.
Q. Can I receive alerts on my mobile device?
A. To set up alerts on the app, simply login and click on the alerts menu. Then click on the “manage” tab at the top. In Online Banking, click on the "Service Center" tab at the top right corner. Then select one of the links under the "Alerts" section of the page to choose your alerts.
Q. What is Apple Pay?
A. Apple Pay is Apple's mobile payments service compatible with the iPhone 6 and 6 Plus, iPad Air 2, and iPad mini 3. It is designed so that items can be purchased using your phone instead of swiping a credit or debit card (in-store) or entering your card number (in-app).
Q. How does Apple Pay work?
A. In-store purchases are done by using Near Field Communication (NFC) which uses a radio frequency technology built into the iPhone 6 to communicate with any NFC-enabled terminal at the retail point of sale. For in-app purchases, simply select Apple Pay as the payment method in your application.
Q. Is Apple Pay free to use?
A. Use of Apple Pay is free to Fifth Third Bank cardholders. There could however be charges from your mobile carrier depending on your data plan.
Q. How do I use Apple Pay?
A. In order to use Apple Pay, your iPhone 6 or iPhone 6 Plus must be running iOS 8.1 or above. When making purchases at a retailer that has a contactless payWave terminal, hold your device over the terminal and accept the charge with your fingerprint or passcode when prompted. A subtle vibration and beep lets you know the purchase was successful.
Your experience with Apple Pay may vary by merchant. If asked to verify the last four digits of your card number when making a purchase, instead provide the last four digits of the device account number. The device account number can be found by selecting the ⓘ icon while viewing your card in Passbook. You may also be asked to provide a signature or debit card PIN to complete your transaction.
You can also use Apple Pay on your iPhone 6, iPhone 6 Plus, iPad Air 2 and iPad Mini 3 to make purchases within participating mobile apps. Look for the Apple Pay logo while completing your in-app purchase to use this feature.
Q. How do I add my card to Apple Pay?
A. There are two different ways to add your card to Apple Pay. If you already have a Fifth Third debit or credit card on file with iTunes, you can add it to Apple Pay by entering the security code on the back of your card.
To add a new or second Fifth Third card to Apple Pay, use your device camera to enter your card information or type it in manually. To view the debit and credit cards you have enrolled in Apple Pay, open the Passbook app on your iPhone 6 or iPhone 6 Plus.
Q. Can I load my Fifth Third Business or Commercial card into Apple Pay?
A. At this time, Apple Pay can only be used with Fifth Third MasterCard consumer credit and debit cards.
Q. Is Apple Pay available for my Fifth Third Visa Card?
A. Apple Pay is not yet available for use with Fifth Third Visa cards.
Q. Can I load more than one card in my device to use with Apple Pay?
A. Yes, you can load multiple cards into Passbook. You can set your Fifth Third card as the default card, if that is your preference.
Q. Can I load both my credit and debit card?
A. Yes, you can load multiple cards into Passbook. You can set your Fifth Third card as the default card, if that is your preference.
Q. Why do I need to verify my card with Fifth Third when I add it to Apple Pay?
A. For security purposes, we may ask you to call Fifth Third to verify your card when adding it to Apple Pay. This is done to confirm your identity and protect your personal information.
Q. Can I use a card other than my default card to make a purchase?
A. When you hold your Apple Pay device over a contactless payment terminal to make a purchase, your default card will be displayed at the top of the screen and your other cards will appear stacked at the bottom. If you would like to use a card other than your default card to make the purchase, simply tap on the stack of cards at the bottom of the screen to view your other cards, select the one you would like to pay with and use your fingerprint or passcode to complete the purchase like normal.
Q. How will I know a transaction was successful?
A. After completing a payment using Apple Pay, confirmation will appear on your iPhone. Customers can also sign up to receive notifications of the purchase.
Q. What if I need to return an item?
A. The return process varies by merchant. You may need to present a receipt from the merchant to return the item. To complete the return, hold your Apple Pay enabled device over the contactless payment terminal and wait for the slight vibration of the device to confirm the refund has been processed.
Q. Will I be able to see a history of my transactions made with Apple Pay?
A. Yes. Your most recent purchases are listed in the Passbook app on your iPhone.
Q. Where can I make payments with Apple Pay? How can I find out what merchants accept Apple Pay?
A. There is a contactless payments locator app called MasterCard Nearby. MasterCard Nearby provides a map with locations in the area currently accepting Apple Pay. Customers may also look for the contactless payment symbol or the Apple Pay symbol at participating merchants who accept Apple Pay.
You can also make in-app purchases with participating merchants using Apple Pay.
Q. Why does my card image in Passbook look different from my physical card?
A. The image you see in Passbook is not an exact copy of your Fifth Third card. It's only a digital representation of your card. All Fifth Third debit cards will appear gold and all credit cards will appear silver and blue.
Q. How do I remove a card from Apple Pay?
A. To remove a card from Apple Pay, simply select the card in Passbook and click on the ⓘ icon in the bottom corner to view the back of the card. Scroll to the bottom to find the “remove card” option. After deleting, you can re-add this card to Apple Pay at any time.
Q. Is Apple Pay Secure?
A. Apple Pay has enhanced security features that make payments more secure. Your credit card is only entered once, during setup. From that point, your device no longer stores or transmits your card number—it uses a different number that's tied to your device that is tokenized making it useless for fraudsters to use.
By using a device-only number as a substitute for your real credit or debit card number, you no longer need to share your personal account information when you shop. Using the digital account number reduces the possibility of your sensitive data being stolen or compromised because only the device-only account number is passed to the retailer and your personal details are never actually shared.
Q. Are Apple Pay purchases covered by Fifth Third's Fraud coverage
A. Yes, Apple Pay purchases using Fifth Third MasterCard Credit and Debit cards are protected from fraud under MasterCard's Zero Liability protection.
Q. What happens if I replace, update, or lose my Apple Pay device?
A. If you replace or update your device, your Fifth Third debit or credit card(s) will not be transferred automatically. You will need to set up Apple Pay again and re-add your cards on the new device.
If your Apple Pay device is ever lost or stolen, you can use Find My iPhone to easily suspend the device account number, or call Fifth Third using the number found on the back of your card to suspend it for you. You can continue to make purchases using your physical card even when the device account number is suspended on Apple Pay.
Q. What should I do when I receive a renewed or replacement card?
A. When a card enrolled in Apple Pay expires, Fifth Third will automatically update your card information within Apple Pay for you.
For any cards replaced due to loss, theft or fraud, you will need to add the card to Apple Pay as if it were new – either using the device camera or by manually adding the card information.
Q. Will you be supporting other mobile wallet technologies, such as Google Wallet?
A. Fifth Third is committed to offering its customers secure and convenient payment solutions, ones that can be accessed through a variety of platforms and devices. We are currently working on new solutions and will make announcements when we are able to do so.
Q. I have an Android phone and am interested in how soon a wallet solution will be available at Fifth Third. Can you tell me about that?
A. Fifth Third is committed to offering secure and convenient payment solutions, accessible through a variety of platforms and devices. We are currently working on an appropriate solution for Android users and plan to offer one as soon as possible.
Q. Is Samsung Pay free to use?
A. Use of Samsung Pay is free to Fifth Third Bank cardholders. There could however be charges from your mobile carrier depending on your data plan.
Q. How do I add my card to Samsung Pay?
A. To add an eligible Fifth Third card on a compatible Samsung phone, open the Samsung Pay app and then tap “Add.” When adding your card, you can choose to take a picture of your plastic card or manually enter your card information. For each card you add, you will need to enter your security code (the 4 digit number on the front of your Card) and billing address.
Q. Can I load my Fifth Third Business or Commercial card into Samsung Pay?
A. At this time, Samsung Pay can only be used with Fifth Third MasterCard consumer credit and debit cards.
Q. Is Samsung Pay available for my Fifth Third Visa Card?
A. Samsung Pay is not yet available for use with Fifth Third Visa cards.
Q. Why do I need to verify my card with Fifth Third when I add it to Samsung Pay?
A. For security purposes, we may ask you to call Fifth Third to verify your card when adding it to Samsung Pay. This is done to confirm your identity and protect your personal information.
Q. How do I remove a card from Samsung Pay?
A. To remove a card from Samsung Pay, select the desired card within the Samsung Pay app and click “MORE” located in the top right corner. Select delete and use your finger print to confirm the deletion. Deleting a card will only remove the payment information, including the digital card number (token), from the device. Your physical card will remain active. If you want to cancel your card, please contact Fifth Third Bank. After deleting, you can re-add this card to Samsung Pay at any time.
Q. Are Samsung Pay purchases covered by Fifth Third’s Fraud coverage?
A. Yes, Samsung Pay purchases using Fifth Third MasterCard Credit and Debit cards are protected from fraud under MasterCard’s Zero Liability protection.
Q. What happens if I replace, update, or lose my Samsung Pay device?
A. If you replace or update your device, your Fifth Third debit or credit card(s) will not be transferred automatically. You will need to set up Samsung Pay again and re-add your cards on the new device.
If your Samsung Pay device is ever lost or stolen, you can use Find My Mobile to easily lock or erase the payment card within Samsung Pay, or call Fifth Third using the number found on the back of your card to suspend it for you. You can continue to make purchases using your physical card even when the device account number is suspended on Samsung Pay.
Q. What should I do when I receive a renewed or replacement card?
A. When a card enrolled in Samsung Pay expires, Fifth Third will automatically update your card information within Samsung Pay for you.
For any cards replaced due to loss, theft or fraud, you will need to add the card to Samsung Pay as if it were new – either using the device camera or by manually adding the card information.
Q. Will you be supporting other mobile wallet technologies, such as Google Wallet?
A. Fifth Third is committed to offering its customers secure and convenient payment solutions, ones that can be accessed through a variety of platforms and devices. We are currently working on new solutions and will make announcements when we are able to do so.
Q. I have an Android phone and am interested in how soon a wallet solution will be available at Fifth Third. Can you tell me about that?
A. Fifth Third is committed to offering secure and convenient payment solutions, accessible through a variety of platforms and devices. We are currently working on an appropriate solution for Android users and plan to offer one as soon as possible.
Q. What is Fifth Third Masterpass?
A. Fifth Third Masterpass is a simple, secure way to pay online, in-apps, and in-store. No long checkout forms or forgotten passwords. Just add your Fifth Third credit or debit card into a single, secure account to check out faster however you like to shop.
Q. What cards can I use?
A. You can add any Fifth Third credit or debit card into your Masterpass account.
Q. Do I have to pay for the Fifth Third Masterpass service?
A. There are no additional service fees or charges to use Masterpass. You’re simply shopping with a digital version of your credit or debit card. If you receive notifications about your account by text message, you may incur standard messaging fees from your mobile phone carrier.
Q. How do I use Fifth Third Masterpass to buy something?
A. If you’re shopping online or in apps, click on the Masterpass button when you’re ready to check out. If you already have an account, then simply sign in and choose the card and shipping address you wish to use. All of those details will be used to make a secure purchase, and you’re done. If you’re shopping at a store, you will need the Fifth Third Masterpass app for Android™. Just open the app, enter your PIN, and hold the device just above the terminal to pay.
Q. Is there a fee for using the standard mobile deposit?
A. There is not a fee for using the standard mobile deposit service.
Q. What is Mobile Deposit with immediate funds availability?
A. The immediate funds option within the mobile deposit feature allows you to receive the full amount of your check immediately. Basic Checking, Business, and Access 360° accounts are not eligible to use Immediate Funds. All deposits are subject to approval by a third party vendor. Fees may apply for using this optional service.
Fees by check type (as a percentage of check amount):
Personal check = 2.0%
Other checks = *1.0%
Checks under $20.00 will never have a fee. When a fee is applied there is a $2.00 minimum.
*Cashier’s Check, Government Checks, Insurance Checks, Money Orders, Payroll Checks
The fees listed above apply to all checking accounts that are eligible for the mobile deposit with immediate funds service. For detailed mobile deposit with immediate funds fee information relating to your Express Banking account please visit www.53.com/express
Q. What types of checks are accepted?
A.
U.S. Check
Money Order
Q. Why can’t I use Mobile Deposit?
A. Accounts must be in good standing and follow other conditions as outlined in the digital services user agreement. Returned deposit items may affect eligibility. Basic Checking and Access 360° accounts are not eligible for Mobile Deposit.
Q. What are my limits and how are limits determined?
A. Mobile Deposit dollar limits are based on the length of time you have been with Fifth Third. Your daily limit is displayed within the "Deposit Check" section of Mobile Banking. You will be notified if a deposit exceeds your total number of allowable deposits within a period of time.
Q. What is the cutoff time for Mobile Deposits?
A. The cutoff time is 8 PM Eastern Time. Please refer to the cutoff time and funds availability details located within the deposit section of the mobile app.
Q. How do I know the deposit went through?
A. A message will appear on your screen stating that your deposit was successful upon completion. Additionally, you will see "Mobile Check Deposit" along with the dollar amount in your transaction history.
Q. Is Fifth Third Mobile Banking secure?
A. Yes. We are committed to protecting your identity and your accounts. Every transaction is encrypted and protected to help safeguard against unauthorized access. You may view our Privacy and Security Policy at www.53.com/privacy-security/
Q. How do I know that this is a legitimate Fifth Third site?
A. The web addresses of (URL) 53.com, m.53.com, 53.mobi, and 53.com/mobile are exclusive to Fifth Third Bank and are protected by the highest standards of encryption available. Make sure your web browser is turned on to show URLs.
Q. How do I know the text message I receive is from Fifth Third?
A. All Fifth Third text Alerts and Text Banking messages are sent from the “shortcode” of 535353. Do not respond to any text messages that are not from 535353. It is recommended that you add this number to your contacts as well.
Q. Is my account information retained in my phone?
A. Information from your mobile banking session is not retained as long as you log out after each Fifth Third Mobile Banking session (the log out function is found at the top of each page). If you are using the mobile web, we also recommend that you close out of your browser after each session. Additionally, Fifth Third Mobile Banking masks account numbers that are displayed on your mobile device. Text message alerts you may receive from Fifth Third on your mobile device, such as balance threshold and payment due alerts, will remain on your phone until you delete them. We also recommend that you do not store your password on your mobile device.
Q. I recently changed phones. What do I need to do? What if I lose my phone?
A. If you simply upgrade or change your mobile device (and keep the same mobile device number) nothing needs to be done.
If you change your phone number or you change carriers but keep the same number, you have to re-register your phone number to receive Text Alerts and to do Text Banking. To register your device, login to Internet Banking, then click on the "Service Center" tab at the top right corner. Under the "Alerts" section, click on the "Getting Started" link.
If you lose your mobile device, you will need to contact the mobile device company and Fifth Third. Your mobile device number and your mobile access will be suspended until you have your mobile device number reinstated. Then you will have to re-verify your mobile device number again by visiting the Service Center at 53.com.
Q. I'm having trouble logging into the mobile site. What can I do to resolve the problem?
A. Depending upon the difficulty you are experiencing, you may want to try one of the following troubleshooting tips:
Be certain you are logging in to m.53.com. Have you logged into Fifth Third Internet Banking at www.53.com before? This is required prior to logging on to Fifth Third Mobile Banking.
Are you able to access other websites with your mobile device? If you are not successful, then it is likely that the signal available on your device may not be strong enough.
Check to be sure you are properly entering appropriate upper and lower case letters and numbers when entering your User ID and password.
Within your Internet browser settings, ensure that cookies are enabled.
If you are still unable to resolve the problem, please contact customer service at 1-800-972-3030 for additional assistance.
Q. How do I view my account pending and posted transactions?
A. After you have successfully logged in using your Internet Banking User ID and password, you will see an overview of your accounts. Select a particular account and click on the link for posted or pending transactions for that account; pending transactions will say "Pending" or be marked with a "(P)".
Q. What is the contact number for questions about my existing mortgage loan such as payment, monthly statement, or escrow questions?
A. Contact our customer service number at 1-800-972-3030.
Q. Will the rates that you quote me today be the same tomorrow?
A. Our competitive rates are subject to change. However, you can lock in a rate at the time of application. This means we will stand by the rate through a specified expiration date. Ask us for further details.
Q. How much will it cost me to close the loan?
A. Closing costs vary based on a number of factors. We will quote an estimate of the out-of-pocket costs, prepaid expenses, application fees, title insurance, origination fees and discount points. These costs do not include the amount of down payment.
Q. How long will it take to process my loan?
A. Depending on the type of loan, processing time will vary. Your Mortgage Loan Originator will be able to provide you with an estimated timeframe.
Q. When are Loan Originators available and how easily can they be reached?
A. You will find your Loan Originator easily accessible via the phone and e-mail. Appointments are scheduled at your convenience. Weekend and evening hours are available.
Q. Will my loan be serviced by another company?
A. Fifth Third's intent is to service the majority of its loans and, therefore, maintain a long-term relationship with you. However, it is possible that your loan may be sold to a third party, in which case, you will receive written notice prior to the transfer.
Q. What is a construction loan?
A. A construction loan is a loan made to a builder or individual to facilitate construction of a dwelling. At Fifth Third, we make construction-permanent loans on a fixed or adjustable rate* basis. To determine the plan best for you, we recommend that you talk to one of our loan originators.
Q. How does a construction loan differ from a mortgage loan?
A. Both loans are actually mortgage loans. The term "mortgage" applies to a loan on real estate. The primary difference in terms of lending is that the term "mortgage loan" most often is used in connection with an existing dwelling. A construction loan is made with the expectation that a dwelling will be built on a lot.
Q. What are my options if I can't afford my current mortgage payment?
A. The first step in getting assistance is not being afraid to ask. Then you will need to complete an application and send it to us along with verification of your income and other required documentation. There are a number of different potential options, depending on the type of loan you have. When we receive your application, we will review your situation to determine if you are eligible, and which solution best suits your circumstances. Some of the solutions available - from most likely to least likely - include:
Repayment Plan
Loan modification
Forbearance plan
Deed in lieu of foreclosure
Short sale
Q. What is a repayment?
A. A repayment plan is an agreement to repay the total amount due (past due payments, and fees) within a specified time period. The length of the repayment plan may vary depending upon your loan type and ability to pay a higher monthly payment.
Q. What is a loan modification?
A. A loan modification allows your past due payments (principal, interest, costs and fees) to be capitalized (added to your principal loan balance), waived (forgiven) or deferred (delayed). This process also allows for the original payment, term, balance and/or interest rate to be changed, if needed. The terms of the loan modification can be permanent, temporary or conditional. Loan modification can involve any or all of the following:
Delinquent amounts are added to the principal balance (bringing your loan current through capitalization).
The term of the mortgage is extended to lower payments.
The interest rate is lowered (including a step modification).
A portion of the principal or interest due is deferred until the end of the loan.
Q. What is a forbearance plan?
A. With a forbearance plan, foreclosure action on an account is delayed, pending the homeowner's completion of a formal repayment plan. All past due payments and fees are divided and added to the current monthly payment to bring the loan current over a specified period of time. Special forbearance plans are sometimes approved for customers who cannot afford a large down payment. Once the customer's ability and willingness to pay are re-established with this kind of plan, it is often converted to a loan modification.
Q. What is a short sale?
A. A short sale is an approved sale of a property for less than full payoff of the loan. This method is generally used when a borrower can no longer afford to maintain the property due to financial hardship, and therefore selling the property is the only option.
Q. What is a deed in lieu of foreclosure?
A. With a deed in lieu of foreclosure (DIL), the borrower voluntarily conveys the property back to the mortgage holder (the bank). While this is one of the most commonly requested "workout" options, it is not always the best solution because it requires a number of the following conditions:
Foreclosure is imminent and unavoidable.
Property has been listed with a realtor at market value for three months or longer with no reasonable offers.
No other liens or attachments to the property.
The property must be vacant and in marketable condition.
The property needs to be left in "broom swept" condition.
Q. Do I have to escrow my property taxes and hazard insurance?
A. When taxes and hazard insurance are escrowed, it means they are collected every month by the lender, who also makes these payments. However, not all mortgage payments include escrow payments. Some customers choose to pay these bills directly to the tax collector or insurance companies. If you pay your property taxes and hazard insurance separately from your mortgage payment, you may be required to set up an escrow account and have those funds paid through the bank. Although requirements vary among lenders, this is a requirement for most loans handled in our loss mitigation department.
Q. Can I make partial payments?
A. There are better solutions. Rather than making a partial payment, please call us at 1-866-601-6391 to speak with us about potential options. Or you can complete an online application to apply for hardship assistance.
Q. If I am divorced from a co-borrower, do I have to have my ex-spouse sign or send in the information requested on the application?
A. All borrowers on the loan need to complete and submit the application. This gives our loss mitigation team a clear picture of your financial status and helps us determine all the options available to you. The co-borrower will also be required to sign and submit legal documents before we are able to pursue most of our workout options.
Q. What if I don't have access to a fax machine or I need assistance getting my documents to Fifth Third?
A. Just go to any Fifth Third Branch. The staff will be happy to fax or mail documents to our loss mitigation specialists - completely free of charge.
Q. Do I have to be delinquent on my payments to get assistance?
A. Absolutely not! In fact, it's usually a good idea to ask for assistance before you become delinquent. Borrowers who are current on loans can seek assistance if they are experiencing financial hardship and cannot afford to make their mortgage payments in full.
Q. If my home is in foreclosure, can I still apply for hardship assistance?
A. Yes, you can apply for assistance even if a foreclosure proceeding has begun on your property. Timing is critical, so we encourage you to complete the application as soon as possible. Please be aware that foreclosure and other collection procedures will continue while your application is being reviewed.
Q. If I have filed for bankruptcy protection, can I still apply for assistance?
A. Whether or not you can still apply for assistance depends on whether you are in an active bankruptcy, have received a discharge, or have been dismissed from a bankruptcy proceeding. If you or a co-borrower has an active bankruptcy filing or have been discharged, you cannot complete the application online. Instead, you will need to contact your attorney, who will then need to contact us at 1-866-601-6391. If you have been dismissed from a bankruptcy proceeding then you will be able to complete the online application. If you have any questions concerning the status of your bankruptcy, please contact your attorney for clarification.
Q. Am I required to go through a third party to be considered for assistance on my loan?
A. No. All assistance from Fifth Third is completely free of charge and available to all borrowers directly. Some customers choose to have third parties contact us about assistance opportunities; be assured that in these instances, we are not permitted to release any information without your written consent. Beware of foreclosure rescue scams - especially any person or organization that requests payment for assistance on a delinquent loan. Also beware of anyone who says he or she can "save" your home if you sign over the deed to your house! Never, ever make your mortgage payment to anyone other than your mortgage company. Should you ever have questions about this kind of situation, please contact us immediately at 1-866-601-6391.
Q. How long does it take to be evaluated for assistance?
A. The process varies for every different kind of loan. So this means that the length of time we need to thoroughly review your application and determine the best option can vary considerably. It is not unusual, however, for the application review process to take up to one month. But don't worry! A member of our loss mitigation team will contact you about your application, either by mail or by phone, within ten days after we receive it.
Q. Can I get help if I am unemployed?
A. Yes. Every borrower with some form of verifiable income and a desire to continue making payments will be considered for assistance.
Q. Do I need to do anything else while I wait for my application to be reviewed?
A. We ask that you do everything possible to continue making your payments on time. We also suggest that you contact your other creditors to request assistance on those debts, as well.
Q. My spouse is now obligated to make the mortgage payment under our divorce agreement. Am I still liable?
A. If you signed the note and mortgage, you are still liable for the payments. A divorce decree does not alter your obligation.
Q. Why do I need to submit so much information?
A. The information helps us form a clear and accurate picture of your overall financial situation. Additionally, Fifth Third is required - as are all other lenders - to provide supporting documentation to the Federal Reserve, demonstrating that we are in compliance with federal regulations. There will be an initial request for information for a preliminary review. After this review further documentation may also be required to satisfy underwriting requirements or clarify certain circumstances.
Q. If you offer me a solution and I receive a modification or other workout, how will it affect my credit score?
A. Depending on the type of workout (modification or other type), your credit score may be affected. We are required by law to report workouts to credit bureau agencies.
Q. When should I expect a call once I submit my completed application?
A. You can expect a phone call within 7-10 days. Please be sure that all information you provide (including phone number) is accurate and complete.
Q. Will all borrowers need to complete the application?
A. All signers on the loan must provide the information necessary to obtain approval of any workout option. Program requirements vary, and we will keep you informed throughout the process.
Q. What happens if you can't help me?
A. While Fifth Third is committed to doing everything we can to assist borrowers who are experiencing financial hardship, sometimes there is just no viable solution. If we find that a solution cannot be reached, we will notify you as soon as possible. Please be aware that in these cases, Fifth Third reserves the right to pursue any and all necessary legal remedies and collection actions.
Q. What documents do I send to prove my income?
A. Depending on the program you qualify for, different documents may be required to verify your income. We will advise you on the paperwork we'll need for your file.
Q. How can I check the status of my completed application?
A. If you would like to check the status of your completed application, please click here.
Q. If I am a housing counselor, how do I check the status of a borrower's completed loss mitigation application?
A. If you are a housing counselor or non-profit organization, and would like to check the status of a borrower's loan modification application, please call (866) 601-6391.
Q. What are my options if I can't afford my loan payment?
A. The first step in getting assistance is not being afraid to ask. Then you will need to complete an application and send it to us along with verification of your income. There are a number of different potential options, depending on the type of loan you have. When we receive your application, we will review your situation to determine if you are eligible, and which solution best suits your circumstances. Some of the solutions available - from most likely to least likely - include:
The interest rate is lowered.
The term of the loan is extended.
Principal balance is reduced.
Q. What is a loan modification?
A. A loan modification allows your past due payments (principal, interest, costs and fees) to be capitalized (added to your principal loan balance), waived (forgiven) or deferred (delayed). This process also allows for the original payment, term, balance and/or interest rate to be changed, if needed. The terms of the loan modification can be permanent, temporary or conditional. Loan modification can involve any or all of the following:
Loan modification
Settlement
Q. What is a short payoff?
A. A short payoff is an approved sale of a vehicle for less than full payoff of the loan. This method is generally used when a borrower can no longer afford to maintain the vehicle due to financial hardship, and therefore selling the vehicle is the only option.
Q. Can I make partial payments?
A. There are better solutions. Rather than making a partial payment, please call us at 1-866-601-6391 Option 4 to speak with one of our representatives. Or you can complete an online application to apply for hardship assistance.
Q. If I am divorced from a co-borrower, do I have to have my ex-spouse sign or send in the information requested on the application?
A. All borrowers on the loan need to complete and submit the application. This gives our loss mitigation team a clear picture of your financial status and helps us determine all the options available to you. The co-borrower will also be required to sign and submit legal documents before we are able to pursue most of our workout options.
Q. What if I don't have access to a fax machine or I need assistance getting my documents to Fifth Third?
A. If you live near a Fifth Third Branch, the staff will be happy to fax or mail documents to our loss mitigation specialists - completely free of charge.
Q. Do I have to be delinquent on my payments to get assistance?
A. Absolutely not! In fact, it's usually a good idea to ask for assistance before you become delinquent. Borrowers who are current on loans can seek assistance if they are experiencing financial hardship and cannot afford to make their vehicle payments in full.
Q. If I have filed for bankruptcy protection, can I still apply for assistance?
A. Whether or not you can still apply for assistance depends on whether you are in an active bankruptcy, have received a discharge, or have been dismissed from a bankruptcy proceeding. If you or a co-borrower has an active bankruptcy filing or have been discharged, you cannot complete the application online. Instead, you will need to contact your attorney, who will then need to contact us at 1-866-601-6391. If you have been dismissed from a bankruptcy proceeding then you will be able to complete the online application. If you have any questions concerning the status of your bankruptcy, please contact your attorney for clarification.
Q. Am I required to go through a third party to be considered for assistance on my loan?
A. No. All assistance from Fifth Third is completely free of charge and available to all borrowers directly. Some customers choose to have third parties contact us about assistance opportunities; be assured that in these instances, we are not permitted to release any information without your written consent.
Q. How long does it take to be evaluated for assistance?
A. The process varies for every different kind of loan. So this means that the length of time we need to thoroughly review your application and determine the best option can vary considerably. It is not unusual, however, for the entire process to take up to one month. But don't worry! A member of our loss mitigation team will contact you about your application, either by mail or by phone, within ten days after we receive it.
Q. Can I get help if I am unemployed?
A. It may be possible. Every borrower with some form of verifiable income and a desire to continue making payments will be considered for assistance.
Q. Do I need to do anything else while I wait for my application to be reviewed?
A. We ask that you do everything possible to continue making your payments on time. We also suggest that you contact your other creditors to request assistance on those debts, as well.
Q. My spouse is now obligated to make the vehicle payment under our divorce agreement. Am I still liable?
A. If you are the Signor or the Co-Signor on the Note, you are still liable for the payments. A divorce decree does not alter your obligation.
Q. Will collection efforts stop after I apply for assistance?
A. No. During the review process, we will continue collection efforts on any delinquent amounts on your account. These collection efforts are not discontinued until a solution has been agreed upon and the appropriate documents are signed by all parties. Please keep in mind that there is no guarantee that an assistance option will be available to you
Q. Why do I need to submit so much information?
A. The information helps us form a clear and accurate picture of your overall financial situation. Additionally, Fifth Third is required - as are all other lenders - to provide supporting documentation to the Federal Reserve, demonstrating that we are in compliance with federal regulations.
Q. If you offer me a solution and I receive a modification or other workout, how will it affect my credit score?
A. Depending on the type of workout (modification or other assistance), your credit score may be affected. We are required by law to report workouts to credit bureau agencies.
Q. When should I expect a call once I submit my completed application?
A. You can expect a phone call within 7-10 days. Please be sure that all information you provide (including phone number) is accurate and complete.
Q. Will all borrowers need to complete the application?
A. All signers on the loan must provide the information necessary to obtain approval of any workout option. Program requirements vary, and we will keep you informed throughout the process.
Q. What happens if you can't help me?
A. Depending on the program you qualify for, different documents may be required to verify your income. We will advise you on the paperwork we'll need for your file. Following are several examples of different types of income and the types of income verification we accept for each: Alimony
A copy of the divorce decree containing the amounts you are to receive, along with the frequency and duration of the payments.
At least two consecutive bank statements that show deposits of alimony payments.
Child support
A copy of the divorce decree, showing the amounts you are to receive, the frequency and duration of the payments.
At least two consecutive bank statements showing the deposits of this income.
Commission only income
A copy of your most recent, signed federal tax return with all schedules attached. (A W-2 may be substituted for the tax return.)
Copies of two months of your most recent pay stubs.
Government or Public Assistance Income
A benefit statement that shows the amount of the benefit and the duration of the benefit payments.
AND/OR at least two months of consecutive bank statements showing the direct deposits from the government entity
Pension and Retirement Income
1099s, award statements or two months of consecutive bank statements showing direct deposits of funds.
Self Employment
A copy of the most recent year's federal tax return with all schedules.
A profit-and-loss statement for the last six months.
Borrower can also provide two months of bank statements for the business, demonstrating income and expenses.
Q. What if I already returned my car to a dealer?
A. The dealership is NOT an authorized return location. You are fully responsible for your lease until all of the steps outlined in the Lease End Options have been completed and the vehicle is returned to an authorized location. If you have returned your car to a dealer, you must obtain a copy of the Federal Odometer Statement and the Lease Return Vehicle Receipt indicating that the dealer has possession of the vehicle. Notify us within 24 hours by calling 1-800-835-3265. After your vehicle has been returned, you will receive an End of Term Obligation Letter outlining any charges due to satisfy your lease obligation.
Q. How do I return my car if I live more than 50 miles from a return location?
A. We can arrange to have your vehicle picked up if you are more than 50 miles away from one of our return locations. Please call 1-800-447-7928 at least two weeks before your maturity date to make arrangements.
Q. What vehicle damage is not covered by a Worry-Free Lease?
A. The Worry-Free Lease waiver is limited to $2,000 of excess wear. The addendum does not waive any of Lessee's obligations under the Lease to pay for any of the following amounts:
Damage occurring to the Vehicle prior to the date of the Lease.
Cost of repair or replacement of any tire that exceeds $200 per tire.
Damage due to the business, commercial, or agricultural use of the Vehicle.
Any damage to the Vehicle normally covered under an automobile insurance policy providing collision and comprehensive coverage unless repair of damages is less than $500.
Any item or items covered by a service agreement, manufacturer's guarantee/warranty, or any extended warranty agreement.
The cost to repaint the Vehicle if it has been painted in anything other than its original factory color, or due to the removal of stickers, adhesive applications, including any subsequent repairs resulting from the removal of such items.
Confiscation or seizure of the Vehicle by a government entity.
Damages due to war, whether declared or undeclared, terrorism, civil war, insurrection, rebellion or revolution.
The cost necessary to restore a modified or customized Vehicle back to its original condition; and any amounts due to Lessor on account of excess mileage
Q. What are my options if I cannot pay my credit card?
A. If you or someone you know cannot make their credit card payment we have programs available. To learn more about our hardship programs please call 1(866) 601-6391.
Q. Can I make partial payments?
A. There are better options. Rather than making a partial payment call us to see which program you may qualify for. We have solutions and we are here to help.
Q. If I am already currently enrolled in a consumer credit company can I still qualify for a hardship program?
A. If you are currently enrolled in a consumer credit company then you would need to drop us from that program to qualify for one of our hardship programs.
Q. Will collection efforts stop once on a program?
A. Future collections efforts will continue until the account is brought current. However, signing up for a program today can reduce or eliminate collections efforts.
Q. Can I qualify for a hardship program if I am unemployed?
A. Every customer with a desire to continue making payment will be considered for hardship program.
Q. Who can establish and contribute to a traditional IRA?
A. You can set up and make contributions to a traditional IRA if you meet the following requirements:
You (or, if you file a joint return, your spouse) received taxable compensation during the year
You were not age 70½ by the end of the year.
You can have a traditional IRA whether or not you are covered by any other retirement plan. However, you may not be able to deduct all of your contributions if you or your spouse is covered by an employer retirement plan.
Q. What is the deadline for Traditional IRA contributions?
A. Generally, contributions for a given tax year can be made no later than your tax filing deadline.
Q. How much can I deduct?
A. Your ability to deduct your Traditional IRA contribution is based on your Modified Adjusted Gross Income and whether you or your spouse participates in an employer sponsored retirement plan anytime during the year. See IRS Publication 590 or your tax advisor for additional information
Q. What if I inherit an IRA?
A. Beneficiaries of an IRA have the option of allowing their portion of the deceased person's IRA to continue growing tax deferred. However, depending on the IRA owner's age at the time of death, the beneficiary may be required to take annual distributions from their inherited IRA based on their own life expectancy or deplete their inherited IRA no later than 12/31 of the year that contains the fifth anniversary of the IRA owner's death. To find out how this applies to your situation, see IRS Publication 590 or your tax advisor.
Q. Can I consolidate all of my Traditional IRAs into one account?
A. You can consolidate all of your Traditional IRAs, including Rollover IRAs, SEP-IRAs and SIMPLE IRAs (once the 2 year holding period has passed) into one Traditional IRA. This can be done in two ways:
60-Day Rollover – You can take a distribution from your current IRA and roll to your new IRA within 60 calendar days of receipt of the funds. NOTE: Only one 60 day rollover is allowed per 12 months per distributing IRA account. This transaction will be reported, but not taxable, on your tax return for the year in which the distribution occurred.
Non-reportable Trustee-to-Trustee Transfer – this transaction is initiated by the receiving institution. They coordinate with your current IRA firm to move your IRA assets to the new firm. This action is not reported on any tax form and doesn't count against your ability to do a 60-day rollover with these same funds.
Q. Can I convert Traditional IRA assets to a Roth IRA?
A. You can convert Traditional IRA assets to a Roth IRA at any time. The transaction may be totally or partially taxable depending on whether you have any after-tax funds in any Traditional IRA at the time of conversion. Also, if you have any taxes withheld from the conversion amount, the withholding amount may be subject to a 10% penalty if you are under the age of 59 ½.
Q. When can I distribute assets from my Traditional IRA?
A. You can distribute all or a portion of your traditional IRA assets at any time. Generally, distributions are taxed at your current tax rate. In addition, a 10% premature distribution penalty may apply if you distribute IRA assets before you reach age 59½. There are some additional exceptions to this penalty. See IRS Publication 590 or your tax advisor for information.
Q. When do I need to start distributing assets from my Traditional IRA?
A. You must begin taking an annual Required Minimum Distribution(RMD) no later than April 1 of the year after the year you reach age 70 ½. If fail to do so, you may have a 50% excise tax on the amount not distributed. Your financial institution can help you determine the amount of your annual RMD.
Q. Are IRA distributions taxable?
A. In general, distributions from a traditional IRA are taxable in the year distributed. If you have basis in your Traditional IRA (after-tax contributions that you have recorded on IRS form 8606) then a portion of your distribution may not be taxable. See IRS Publication 590 or your tax advisor for additional information.
Q. Who can contribute to a Roth IRA?
A. Generally, you can contribute to a Roth IRA if you have taxable compensation and you are within the Modified Adjusted Gross Income (MAGI) rules. Please see your tax advisor or the IRS website for rules and additional details.
Q. How much can I contribute?
A. Contributions may be affected by your Modified Adjusted Gross Income (MAGI). Please see your tax advisor or the IRS website for rules and additional details.
Q. What is the deadline for making a contribution to a Roth IRA?
A. You can make contributions to a Roth IRA for a given tax year no later than your tax filing deadline.
Q. Can a Traditional IRA be converted to a Roth IRA?
A. Yes, funds from either a Traditional, SEP, or SIMPLE IRA can be converted into a Roth IRA. As of 2010, the eligibility restrictions that had prevented certain taxpayers from being able to convert to a Roth IRA were eliminated. Roth conversions are now available to all individuals. Generally, you are taxed at your current tax rate on the amount of the conversion. Some exceptions may apply. See your tax advisor for information.
Q. Are Roth IRA distributions taxable?
A. Distributions of annual contributions are tax free at any time. Distributions of conversion amounts are tax-free at any time and may be penalty-free. A distribution of earnings before age 59 ½ and satisfying your 5 year aging date is generally subject to tax and penalty. Certain distributions can be made tax and/or penalty-free. (See IRS Publication 590 or your tax advisor for additional information).
Q. Am I required to withdraw or use IRA assets?
A. You are not required to take distributions from your Roth IRA at any age. This allows you to pass your Roth IRA down to your beneficiaries after your death. In most cases, they will be able to take distributions totally tax-free. Beneficiaries of Roth IRAs do have requirements to distribute assets from their Inherited Roth IRA depending on the age of the Roth IRA owner when they died. See your tax advisor for additional information
A. A Rollover IRA is a Individual Retirement Account that is designed to segregate assets rolled from your former employer's qualified retirement plan (pension, profit sharing, 401(k), etc) into an IRA that is separate from your other Traditional IRA funds. This may allow you to roll the funds from the Rollover IRA back into another qualified employer retirement plan at a later date. In addition, rolling over to an IRA allows you to keep your savings tax-deferred and typically offers more investment choices.
Q. How do I roll over my plan?
A. Contact your former employer or plan administrator to request the paperwork to begin your distribution. A Fifth Third Bank representative will guide you through the process to make it as seamless as possible.
Q. Are there any fees associated with a Rollover IRA?
A. Fifth Third Bank does not charge any annual custodial and maintenance fees for a Rollover IRA. There are no additional costs when you hold a CD IRA to maturity or a Money Market Savings IRA.
Q. What are my choices if I still have assets in other retirement plans?
A.
Leave your money in your former employer's retirement plan where it can continue its tax-advantaged status and grow for retirement. If you have less than $5,000 in the plan, your employer may request to have the funds transferred out of the plan upon termination of employment, or thereafter.
Roll your money over to a Fifth Third IRA where it can continue its tax-advantaged status and grow for retirement. An IRA will allow you to consolidate all of your IRA balances, making it easier to manage your investments
Roll the money to your new employer's retirement plan, where it can continue its tax-advantaged status and grow for retirement. Your new employer's plan may not accept rollovers in, so be sure to check the plan's rules.
Take your money out of the retirement plan, pay IRS taxes and possible penalties, and keep the balance for yourself. This is the most costly option, as you may lose a considerable portion of your asset
Q. When can I take money out of my retirement plan at work?
A. Typically, you are only able to take money out when you reach normal retirement age, leave the company, become disabled, or if your employer terminates the plan. Please consult with your current/former employer to see when you can withdraw your assets.
Q. What if I need to use some of the money?
A. You may be able to take a portion of your money out of your plan at work and leave the rest in, but not all plans allow this. If you are required to take all of your money out of the plan, you can roll it all over to an IRA, then take the portion that you need out of the IRA. Depending on what you need the money for, you may qualify for a waiver of the penalty tax if you take the money from an IRA rather than directly from your plan at work. If you have access to other money, you may want to avoid taking money out of the plan. Even a small withdrawal can have a drastic effect on the growth of your retirement savings.
Q. What happens if I have a loan from my retirement plan at work?
A. Check with your company to find out if the plan will allow you to continue making payments after you leave the company, or whether you are required to repay the balance of your plan before you can roll over the remainder. If you decide to take your money out of the plan and don't repay the loan before doing so, the amount of the unpaid loan is added to your income for the year (which may be taxable) and may also be subject to IRS penalties, depending on your age
Q. Do I need to report a rollover to the IRS on my tax return?
A. Even if no portion of your rollover is taxable, the IRS requests that you must report it on your tax return. You will receive two tax forms — an IRS Form 1099-R reporting that a distribution from the employer plan occurred and an IRS Form 5498 reporting that you made a rollover contribution to your IRA
Q. Can I take the money out of my plan and then decide what to do?
A. It is worth consulting with your tax accountant before you take any cash out of the employer retirement plan, as you may have taxes withheld from the balance.
Q. Will I owe taxes on my rollover?
A. If you roll over your money directly from your company plan into an IRA, then there are no taxes that you owe. Please instruct your company plan to make the check payable to Fifth Third and, upon receipt, the check will be deposited to your Rollover IRA account.
Q. Can I invest in the same types of investments that I have in my company plan?
A. Fifth Third Bank provides a vast array of investment choices from which you can choose — including FDIC-insured Rollover IRA CDs and Money Market Savings, and more. You can consult with a Fifth Third Bank representative to find out what options fits you.
Q. Where can I find out more information on rollovers?
Q. Which Fifth Third accounts can I access through Quicken® and QuickBooks®?
A. Checking, savings and credit accounts. In addition, Trust/Investment Management Accounts (Excluding Irrevocable Trusts) can be accessed via Quicken®.
Q. What is Direct Connect / Direct Services?
A. Direct Connect / Direct Services is a connection between your personal financial management (PFM) software and Fifth Third Bank that enables you to view account information and conduct transactions directly from Quicken and QuickBooks.
Q. Do I need to have a password? What is my password?
A. Your username and password are the same ones you use for Fifth Third Internet Banking and Bill Payment. If you have forgotten your username and password, go to Login Help.
Q. I have more than one Fifth Third account, but I only want to manage one account through Quicken or QuickBooks.
A. You can choose to enter information for only those accounts you wish to integrate with your software. And you can use your PFM software to synchronize data with as many Fifth Third checking, savings and credit accounts you want.
Q. I use Quicken Direct Connect to access my accounts. How do I enable Fifth Third Bill Payment services?
A. The first time you set up bill payment services, you must deactivate and then reactivate all of your accounts.
From the account list under Cash Flow Center, right-click the account name. A drop-down menu will appear.
Click Edit Account.
A window will appear including several tabs. Click the Online Services tab.
Under Transaction Download, click the Deactivate button. The button will change to read Activate.
Click on Activate and follow the prompts on the screen.
When you reactivate your accounts, Quicken will automatically enable online payment.
Repeat these steps for all of your other accounts.
Q. I have my payees set up in Fifth Third Internet Banking and Bill Payment. Is it necessary to re-enter payee information in Quicken and QuickBooks?
A. No. Any payees set up in Fifth Third Internet Banking and Bill Payment will be updated automatically in Quicken or QuickBooks each time you perform an update. Likewise, any payees you set up in Quicken or QuickBooks will be updated automatically in Fifth Third Internet Banking and Bill Payment when you update your accounts. Note that payee nicknames are not updated between systems.
Q. How do I update my accounts in Quicken or QuickBooks?
A. In Quicken, click One-Step Update. In QuickBooks, choose Online Branch from the Banking menu. Select Fifth Third Bank from the financial institution drop-down list. Check the QuickStatement and transaction request(s) you want to send. Click Go Online.
Q. How quickly are my transfers processed when I initiate them through Quicken or QuickBooks?
A. Transfers are processed immediately after you run an update through Quicken or QuickBooks, during normal business hours.
Q. When does Fifth Third process payments made through Quicken and QuickBooks?
A. Your bill payments will be paid on their due date, keeping funds in your account until the date the payment is due. This is similar to writing a check, since funds are not deducted from your account until the check is cashed. The payment will immediately display as sent in the Quicken or QuickBooks register. Fifth Third Internet banking and Bill Payment system will display the payment as pending. Payments due on Saturday or Sunday or other non-business days will be paid on the preceding business day
Q. Am I able to cancel a payment in Fifth Third Internet Banking and Bill Payment that I submitted from Quicken or QuickBooks?
A. Yes. When you cancel a payment in Fifth Third Internet Banking and Bill Payment, it will still display as sent in Quicken or QuickBooks until you run an update with Fifth Third. Once you perform an update, the cancellation status will be noted in the transaction register in Quicken or QuickBooks.
Q. Can I download statement transactions from the Internet Banking system in the QuickBooks IIF format?
A. No. Fifth Third does not support Web Connect download for QuickBooks, but Direct Connect provides statement transaction downloads, along with more advanced features such as bill payment and transfer support.
Q. When I download my Trust/Investment Management Account Holdings, why do some assets show-up in different categories than they do on my statement?
A. Quicken only supports a limited number of asset categories (Stocks, Mutual Funds, Debt, Options and Other) compared to the categories available on your statement. Please contact your Trust Officer with questions regarding a specific holding.
Q. When I download my transaction activity for my Trust/Investment Management account, why do some transactions not appear in Quicken or appear in differently than on my statement?
A. Quicken does not support certain types of transaction such as Cost Basis or Carrying Value Adjustments, so these transactions will not be included in the download. In addition, the transaction categories available in Quicken do not match the transaction categories available on your statement, and Quicken requires special processing for certain transaction types (i.e.: reversal transactions), so transactions may appear differently in Quicken than they do on your statement. Please contact your Trust Officer with questions regarding a specific transaction. Still have more questions? Click Help in Quicken or QuickBooks. Contact Intuit Quicken Support and Service Contact Intuit QuickBooks Support and Service
A. In 1871, the Bank of the Ohio Valley was purchased by the Third National Bank. With the turn of the century came the union of the Third National Bank and the Fifth National Bank, and eventually the organization became known as "Fifth Third Bank." More information about Fifth Third Bank's community commitment can be found by visiting the In The Community section
A. Fifth Third Bank operates 1,250 branch locations, including 100 Bank Mart® locations open seven days a week inside select grocery stores and 2,600 ATMs throughout its 12-state geographic footprint.
A. Fifth Third is among the top 20 largest bank holding companies in the country and ranked #361 on Fortune's 2014 Fortune 500 listing. View additional accolades and rankings.
A. Fifth Third operates four main businesses: Commercial Banking, Branch Banking, Consumer Lending, and Investment Advisors. Fifth Third also has a 22.8% interest in Vantiv Holding, LLC.
A. The Fifth Third Bank lapel pin was created in 1983 as part of a suggestion box campaign. If an employee's suggestion was implemented, he/she was rewarded with a lapel pin. After the suggestion box campaign ended, the extra pins were distributed throughout the corporate office. While the pin became a popular accessory changing shapes and colors throughout the years, it was not widely distributed to all employees until the late 1980's. In 1989, Fifth Third introduced its Hall of Fame pin, commemorating longtime spokesman Johnny Bench's election to the Baseball Hall of Fame. In 2001, the lapel pin went magnetic after employees shared concern about damaging their blouses and suits with the pushpin. In 2004, Fifth Third Bank introduced a silver pin option in addition to the gold. In October of 2007 the Fifth Third pin went pink to commemorate the national breast cancer awareness month and to raise money for the American Cancer Society's Making Strides Against Breast Cancer campaign. In 2008, employees received commemorative anniversary pins to celebrate Fifth Third's 150th year in banking. Why is Fifth Third called The curious bank? Fifth Third Bank unveiled a new brand identity – The curious bank – in February 2012. The new brand reflects important changes made to the way the Bank does business, including its consultative sales approach and customer focus. Curious people ask better questions, listen carefully and find better answers. Fifth Third Bank seeks to be curious about its customers’ needs, about the way things could be made easier, and about how it can innovate products and services.
Q. How does the Supplier Diversity Program help MBE/WBE businesses?
A. Once you register you will have access to information sessions on procurement opportunities, networking receptions with purchasers, small business seminars and workshops, and referrals to financial services.
Q. How can I learn about potential procurement opportunities at Fifth Third Bank?
A. Once you have registered with us as an MBE/WBE, you will be contacted if we have a need for your product or service. You may also want to attend networking sessions and other opportunities available to meet Fifth Third Bank procurement personnel.
Q. What general criteria are reviewed when selecting a supplier?
A. The criteria we use to select a MBE/WBE supplier are the same criteria we use to select a majority supplier. This includes the ability to offer a product or service that meets our quality, price and service requirements.
Q. I am certified as a MBE/WBE. What is my next step?
A. If you are interested in applying for registration in the Supplier Diversity Program and have evidence of third party certification as a MBE/WBE, please contact Fifth Third Strategic Sourcing Shared Services at 53Connect@53.com or 866-673-2875, Monday through Friday, 7 a.m. to 4:30 p.m., ET.
Q. Does registration in the Supplier Diversity Program ensure that I will do business with Fifth Third Bank?
A. No, but it lets us know that you are interested, and it helps us try to match up your services with our needs.
Q. How will Fifth Third Bank purchasers of my product/service know I have registered?
A. Once registered, your Vendor Profile will be added to our procurement list. The information you provide will be available to purchasers within Fifth Third Bank.
Q. What if I am registered but have not been contacted for a procurement opportunity?
A. We may not have an immediate need for your services at this time. When an opportunity arises, the purchasers will contact you. If you have any questions about 53Connect, please contact Fifth Third Strategic Sourcing Shared Services at 53Connect@53.com or 866-673-2875, Monday through Friday, 7 a.m. to 4:30 p.m., ET.
Q. How long will my company's profile be maintained by Fifth Third Bank?
A. Registration with the Supplier Diversity Program is in effect for two years.
Q. Can I open an online trading account?
A. Yes, with our online investment service, you can invest at your convenience.
Fifth Third Securities Online is for clients who want to place their own investment trades and access account statements, trade confirmations, trade history and investor education tools 24 hours a day, seven days a week.
With our online investment service, you can invest at your convenience, with many helpful tools:
Place orders and confirm trades of stocks and other investments
Review your investment portfolio, account balances, open orders and trading history
Access account statements, confirmations and tax documents
Have access to delayed stock quotes and market data
Review charts, company profiles and research information
Use the Portfolio Watch feature to create and monitor up to 30 personal portfolios with up to 50 symbols each
Access planning tools and calculators
To get started with an Fifth Third Securities Online account, fill out this application and send it to the address indicated. Note that there is a discounted fee schedule for Fifth Third Securities Online accounts.
Of course, if you would prefer to work with a financial professional, you can always contact a Fifth Third Securities Investment Professional.
Q. I am serving or being called to active military duty. Who can I contact about the Service members' Civil Relief Act (SCRA)?
A. The Service member’s Civil Relief Act(formally the Soldiers’ and Sailors’ Civil Relief Act), provides that interest rates on certain obligations may be lowered while an individual is on active duty among other benefits. If you are requesting to lower the interest rate on your mortgage, loan, or credit care pursuant to the SCRA, please call 877-899-0815 Option 3 (International: 513-358-4803 Option 3) to speak directly with an SCRA Specialist Monday-Friday, 8 a.m.-5 p.m. ET or send us a message at any time using our online Message Center. You may also send your request for benefit review in writing, with a copy of your orders, by faxing your documents to 616-653-2429, or mailing them to:
Fifth Third Bank - SCRA Specialist 1830 East Paris MD RSCB3E Grand Rapids, MI 49546
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