Refund Policy

Effective Date: January 1, 2024

Last Updated: January 1, 2024

This Refund Policy explains the circumstances under which Fifth Third Bank ("we," "us," "our," or "Company") will process refunds for fees, charges, and transactions. Please read this policy carefully to understand your rights and our procedures.

1. Scope of Refund Policy

This policy covers refunds for:

• Account maintenance fees
• Transaction fees (wire transfers, ATM fees, etc.)
• Overdraft and non-sufficient funds (NSF) fees
• Bill payment fees
• Stop payment fees
• Other service charges assessed by Fifth Third Bank
• Erroneous or duplicate transactions
• Unauthorized account activity

2. Eligibility for Refunds

2.1 Bank Error

You are eligible for a full refund if a fee or charge resulted from:

• System malfunction or technical error
• Processing error by Fifth Third Bank
• Incorrect application of fees
• Duplicate charges
• Miscalculation of account balances

2.2 Unauthorized Transactions

Refunds for unauthorized transactions will be processed in accordance with Regulation E (Electronic Fund Transfer Act):

• Report within 2 business days: Maximum liability of $50
• Report within 60 days: Maximum liability of $500
• Report after 60 days: Potentially unlimited liability

2.3 Service Issues

You may be eligible for a refund if:

• Services were not delivered as promised
• System downtime prevented access to your account
• Mobile deposit was not processed correctly
• Bill payment was not executed as scheduled

2.4 Fee Waiver Circumstances

We may waive or refund fees at our discretion for:

• First-time fee occurrences
• Long-standing customers with good account history
• Extenuating circumstances beyond your control
• Hardship situations

3. Non-Refundable Fees and Charges

The following fees are generally non-refundable:

• Monthly account maintenance fees for services rendered
• Overdraft fees resulting from customer overdrafts (except in cases of bank error)
• Fees for requested services (e.g., wire transfers, cashier's checks)
• Late payment fees
• Returned item fees
• Account closure fees (if applicable)
• Third-party fees (ATM surcharges, merchant fees, etc.)

4. How to Request a Refund

4.1 Request Methods

You may request a refund through the following channels:

• Online Banking: Submit a dispute through your account portal
• Phone: Call customer service at +1 (240) 537-7932
• Email: Send a detailed request to [email protected]
• Mail: Send a written request to our address (see contact information below)
• In-Person: Visit a branch location during business hours

4.2 Required Information

When requesting a refund, please provide:

• Account number
• Date of the transaction or fee
• Amount in question
• Description of the issue
• Reason for refund request
• Supporting documentation (if applicable)
• Contact information for follow-up

4.3 Time Limits for Requests

Refund requests must be submitted within the following timeframes:

Type of Issue	Time Limit to Report
Unauthorized Electronic Transfer	60 days from statement date
Bank Error	60 days from occurrence
Fee Dispute	90 days from fee assessment
Service Issue	30 days from incident
Incorrect Charge	60 days from statement date

5. Refund Processing Timeline

5.1 Expedited Refunds

The following situations may qualify for expedited refund processing:

• Clear bank error
• Duplicate charges
• System-generated errors
• Hardship circumstances

Expedited refunds may be processed within 1-3 business days.

6. Refund Methods

Approved refunds will be issued using the following methods:

6.1 Account Credit

The most common refund method. Funds are credited directly to your Fifth Third Bank account.

• Processing time: 1-2 business days
• Immediate availability upon posting
• Reflected in online banking

6.2 Check Refund

Available for closed accounts or upon customer request.

• Processing time: 7-10 business days
• Mailed to address on file
• May require signature confirmation

6.3 Original Payment Method

For certain transactions, refunds may be issued to the original payment method.

• Processing time: 5-10 business days
• Subject to third-party processing times

7. Dispute Resolution Process

7.1 Initial Review

Upon receiving your refund request, we will:

1. Acknowledge receipt within 1 business day
2. Assign a case number for tracking
3. Conduct preliminary review of the account
4. Request additional information if needed

7.2 Investigation

Our investigation process includes:

• Review of account history and transaction records
• Analysis of system logs and processing data
• Verification of fee assessments
• Consultation with relevant departments
• Review of applicable policies and regulations

7.3 Decision Communication

You will receive written notification of our decision, including:

• Outcome of the investigation
• Explanation of the decision
• Refund amount (if approved)
• Expected processing timeline
• Appeal options (if denied)

8. Appeals Process

If your refund request is denied, you have the right to appeal:

8.1 How to Appeal

• Submit appeal within 30 days of denial notification
• Provide additional documentation or information
• Explain why you believe the decision should be reconsidered
• Reference your original case number

8.2 Appeal Review

• Appeals are reviewed by senior management
• Review period: 10-15 business days
• Final decision is communicated in writing
• Decisions on appeals are final

9. Special Refund Situations

9.1 Overdraft Fee Refunds

Overdraft fees may be refunded if:

• The overdraft resulted from a bank error
• Delayed deposit posting caused the overdraft
• This is your first overdraft in 12 months
• You have maintained a positive account history

9.2 ATM Fee Refunds

Out-of-network ATM fees may be refunded for:

• Premium account holders (as per account terms)
• ATM malfunctions that dispensed no cash
• Duplicate fee assessments

9.3 Wire Transfer Fee Refunds

Wire transfer fees are refundable if:

• The wire was not sent due to bank error
• Incorrect information was provided by bank staff
• The wire was sent to the wrong recipient due to processing error

9.4 Bill Payment Refunds

Bill payment issues eligible for refunds include:

• Payment not delivered on scheduled date
• Duplicate payments sent
• Payment sent to wrong payee due to system error
• Late fees incurred due to our processing delay

10. Account Closure Refunds

If you close your account:

• Unused monthly fees may be prorated and refunded
• Refunds processed within 30 days of closure
• Final balance issued via check to address on file
• Account must be in good standing
• All outstanding fees and charges must be settled

11. Merchant Disputes

For disputes involving purchases from merchants:

11.1 Debit Card Disputes

• Report unauthorized charges within 60 days
• Complete a dispute form
• Provisional credit may be issued during investigation
• Resolution typically within 45-90 days

11.2 Required Documentation

For merchant disputes, provide:

• Transaction details (date, amount, merchant)
• Reason for dispute (unauthorized, not received, defective, etc.)
• Communication with merchant (if any)
• Receipts or proof of purchase
• Return tracking information (if applicable)

12. Regulation E Rights

Under the Electronic Fund Transfer Act (Regulation E), you have specific rights regarding electronic transactions:

12.1 Error Resolution

We will investigate errors involving:

• Unauthorized electronic fund transfers
• Incorrect transfer amounts
• Omission of transfers from statements
• Computational or bookkeeping errors
• ATM discrepancies

12.2 Investigation Timeline

• Standard: Investigation completed within 10 business days
• Extended: Up to 45 days for new accounts or certain transactions
• Provisional Credit: Provided within 10 business days if investigation extends beyond initial period

13. Customer Responsibilities

To ensure timely refund processing, you must:

• Monitor account activity regularly
• Report errors or unauthorized transactions promptly
• Provide accurate and complete information
• Respond to requests for additional documentation
• Maintain current contact information
• Cooperate with investigation processes
• Review account statements monthly

14. Exceptions and Limitations

This refund policy does not cover:

• Losses due to customer negligence
• Fees properly assessed according to account terms
• Interest charges on loans or credit products
• Penalties for early account closure (where applicable)
• Third-party charges outside our control
• Investment losses or market fluctuations
• Fees disclosed at time of service

15. Fee Schedule Reference

For a complete list of current fees and charges, please refer to:

• Your account agreement
• Fee schedule available in online banking
• Branch locations
• Our website: fifththird.us.com

16. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be:

• Posted on our website
• Effective immediately upon posting
• Communicated via email for material changes
• Available in online banking portal

Continued use of our services after changes constitutes acceptance of the modified policy.

17. Additional Resources

17.1 Consumer Protection Agencies

If you are not satisfied with our resolution, you may contact:

• Consumer Financial Protection Bureau (CFPB):
  Website: www.consumerfinance.gov
  Phone: 1-855-411-2372
• National Credit Union Administration (NCUA):
  Website: www.ncua.gov
  Phone: 1-800-755-1030
• Federal Trade Commission (FTC):
  Website: www.ftc.gov
  Phone: 1-877-382-4357

17.2 State Banking Regulators

You may also contact your state banking regulatory agency for assistance with disputes.

18. Contact Information

19. Documentation and Record Keeping

We recommend that you:

• Keep copies of all refund requests
• Save confirmation numbers and case IDs
• Retain correspondence related to disputes
• Maintain transaction receipts and statements
• Document all communications with customer service

20. Acknowledgment

By using Fifth Third Bank services, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy should be read in conjunction with our Terms and Conditions and Privacy Policy.

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