Refund Policy

1. General Refund Policy

Fifth Third Bank evaluates refund requests on a case-by-case basis, taking into consideration the specific circumstances, applicable regulations, and our commitment to customer satisfaction. While we cannot guarantee that all refund requests will be approved, we will review each request fairly and thoroughly.

We may issue refunds in the following situations:

• Erroneous or duplicate fees charged to your account
• Unauthorized transactions (subject to our fraud protection policies)
• Charges resulting from bank errors
• Service fees charged during system outages or service disruptions
• Other situations where a refund may be warranted based on our assessment

2. Eligible Fees and Charges for Refunds

The following fees and charges may be eligible for refunds under specific circumstances:

2.1 Account Fees

• Monthly Service Fees: May be refunded if the fee was charged in error or if you met the requirements to waive the fee
• Overdraft Fees: May be refunded in cases of bank error, system malfunction, or as a courtesy for first-time occurrences (typically limited to once per 12-month period)
• ATM Fees: May be refunded if the ATM malfunctioned or if you were charged erroneously
• Wire Transfer Fees: May be refunded if the transfer was not completed or was processed incorrectly

2.2 Card-Related Fees

• Annual Card Fees: May be refunded on a prorated basis if you close your account within a certain time frame after the fee was assessed
• Foreign Transaction Fees: May be refunded if charged in error or if the transaction was canceled or reversed
• Card Replacement Fees: May be refunded if the replacement was necessary due to bank error or card malfunction

2.3 Loan and Mortgage Fees

• Application Fees: Generally non-refundable once the application process has begun
• Appraisal Fees: May be refundable if the appraisal was not conducted
• Late Payment Fees: May be refunded if the payment was actually made on time or if the late payment was due to a bank processing error

2.4 Investment and Wealth Management Fees

Refunds for investment-related fees are subject to separate terms and conditions outlined in your investment account agreements. Please contact our investment services department for specific information.

3. Conditions for Refunds

Refund requests are generally considered when one or more of the following conditions are met:

3.1 Error or Malfunction

• The fee or charge resulted from a bank error or system malfunction
• The service for which the fee was charged was not properly provided
• A duplicate charge or payment was processed

3.2 Unauthorized Transactions

• The transaction was fraudulent or unauthorized
• Your account was compromised without your knowledge or consent

Unauthorized transactions are subject to our fraud protection policies and applicable regulations, which may impose specific reporting timeframes and requirements.

3.3 Customer Service Considerations

• You are a new customer experiencing a fee for the first time
• You have maintained a positive account relationship with minimal previous fee refunds
• There were extenuating circumstances beyond your control

3.4 Time Limitations

Refund requests should be submitted within:

• 60 days of the fee or charge appearing on your statement for most banking fees
• 120 days for credit card charges and disputes
• The timeframes specified in your account agreements for other types of transactions

Requests made after these timeframes may still be considered but are less likely to be approved.

4. Refund Request Process

To request a refund, please follow these steps:

4.1 Submission Methods

You may request a refund through any of the following channels:

• Phone: Call our customer service at +442509318575
• In Person: Visit any Fifth Third Bank branch
• Online: Submit a secure message through online banking
• Mail: Send a written request to our main office address

4.2 Required Information

Please be prepared to provide the following information when requesting a refund:

• Your name and account information
• The date and amount of the fee or charge
• The reason for your refund request
• Any supporting documentation (e.g., receipts, statements, correspondence)
• Your preferred contact method for follow-up

4.3 Review Process

Upon receiving your request, we will:

1. Acknowledge receipt of your request within 2 business days
2. Investigate the circumstances related to the fee or charge
3. Review your account history and relationship with the bank
4. Make a determination based on our findings and policies
5. Communicate our decision to you

5. Refund Processing Timeframes

If your refund request is approved, the timing of the refund depends on the type of transaction and the payment method:

5.1 Account Fee Refunds

• Refunds for checking and savings account fees are typically processed within 1-3 business days
• The refund will appear as a credit on your account statement

5.2 Credit Card Refunds

• Credit card fee refunds generally appear on your account within 1-2 billing cycles
• Merchant refunds for purchases may take 7-10 business days to process

5.3 Loan and Mortgage Fee Refunds

• Refunds for loan-related fees typically take 5-10 business days to process
• May be applied as a credit to your loan balance or refunded to your specified account

5.4 Refund Methods

Refunds are generally issued using the same method as the original payment:

• Account credits for fees charged directly to your account
• Credit to your credit card for credit card payments
• Direct deposit or check for other payment methods

In some cases, you may request an alternative refund method, which we will consider based on the circumstances.

6. Exceptions and Limitations

There are certain circumstances where refunds may be limited or not available:

6.1 Non-Refundable Fees

The following fees are generally non-refundable:

• Loan application fees once the application has been processed
• Wire transfer fees for completed transfers
• Stop payment fees for successfully processed stop payments
• Check printing fees
• Fees for services that have been fully rendered

6.2 Regulatory Limitations

Certain refunds may be limited by regulatory requirements or legal constraints. We will inform you if your refund request is affected by such limitations.

6.3 Repeated Refund Requests

Customers who frequently request refunds may be subject to additional review. While we strive to provide excellent customer service, we may limit refunds for recurring issues, especially if they result from customer behavior rather than bank errors.

6.4 Account Status

Refunds may be limited if:

• Your account is closed, frozen, or restricted
• You have outstanding negative balances or delinquent loans
• Your account is subject to legal orders such as levies or garnishments

7. Disputes and Appeals

If your refund request is denied and you wish to dispute the decision:

7.1 Appeal Process

1. Contact our customer service to express your disagreement with the decision
2. Provide any additional information or documentation that may support your case
3. Request an escalation to a supervisor or manager for further review

7.2 External Resolution

If you are unsatisfied with the outcome of our internal review process, you may have additional rights:

• For credit card disputes, you may have rights under the Fair Credit Billing Act
• For electronic fund transfers, you may have rights under the Electronic Fund Transfer Act
• You may file a complaint with the appropriate regulatory authority
• You may seek resolution through small claims court or other legal means

7.3 Contact Information for Disputes

For disputes and appeals, please contact:

8. Policy Changes

Fifth Third Bank reserves the right to modify or update this Refund Policy at any time. Changes will be effective when posted on our website, and the "Last Updated" date at the top of this policy will reflect the most recent revision. Significant changes to our refund procedures will be communicated through one or more of the following channels:

• Updates to this policy page
• Email notifications to affected customers
• Notices in account statements
• Announcements on our website or mobile app

We encourage you to review this policy periodically to stay informed about our refund practices.

9. Contact Information

If you have any questions or concerns about this Refund Policy or need to request a refund, please contact us through any of the following methods: