Fifth Third Bank is a bank headquartered in Cincinnati, Ohio, at Fifth Third Center.
Is Fifth Third Bank legit?
Fifth Third Bank (53.com) has a 3.3 out of 5 rating on OK.one, based on 103 user reviews collected here. It is listed under Money & Insurance and its reputation is mixed. Opinions are polarized: 56% rate it 4 stars or higher while 36% give 1 star; The business has not yet replied to negative reviews; Reviews mostly discuss Customer service, User experience. Last updated 2026-08-12.
What reviewers say
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Reviewers had a great experience with this company. Customers frequently praise the staff and bank tellers for being extremely polite, welcoming, and well-informed during in-person visits. Consumers appreciate the personalized attention, noting that employees take the time to answer questions thoroughly and provide helpful advice.
Some reviewers were not happy with the remote customer support, reporting difficulties reaching representatives and lengthy phone calls without proper resolutions. Additionally, a few individuals expressed frustration concerning unexpected account fees, system migration delays, and slow transaction processing times. Some people also experienced occasional account access hurdles or application limitations during their banking routines.
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This is a review of their mortgage customer service team.
In the middle of May, I contacted their Mortgage customer service team via their online chat to send me a copy of my note of 1st mortgage. The customer service rep said they must send a hardcopy via mail. Okay, no problem, I'll wait for that.
June comes around, I haven't received anything in the mail. On June 10th, I contacted their CS team again via telephone. They mentioned they have no record of the previous request. Okay, submit the request again, this time asking if I could get an email AND hardcopy. They said it'll take 7 business days to process and then they'll resend both versions again. I'm pretty pissed at this point.
June 18th comes around, I ask for another update, They said it's still processing, but it will be ready by Monday June 22nd.
EOD Monday June 22nd comes around. I'm talking to their CS agent right now. They said it's still processing due to the holiday, even though it would've been passed the 7 biz day processing time even when considering the holiday. This 4th CS agent says they've been trying to send me the email but has been unable to. Why? They don't know. I've confirmed my email every single time.
Now they say it's 5 biz days from June 18th. What was the point of telling me it will be available on the 22nd? Now I have to wai longer to get a simple doc processed?
53rd also has an accounts documents page. But apparently I can't get any emails either, other than my mortgage statements and tax docs. What's the point of having this portal if not to send docs between the bank and the customer?
Needless to say, I'm frustrated with their processes & systems. Of course they'd love to make sure they get my mortgage payments, but when it comes time for them to do actual work, not only do they muck it up, but they love making sure their customers get thrown in an endless loop.
Chances of me getting the docs either on the 6th business day? I'm not a betting man, but I'm going to guess 0% chance.
I was welcomed very warmly into the branch by the Bexley Fifth Third team the second I walked into the door. The manager Bryer was extremely quick with getting me the proper help I needed and used the opportunity to further walk through things (it seems) with one of his bankers, Brianna, who was just as kind and professional. It was a quick but impactful visit, and I highly appreciate the care I was given.
The customer service is terrible. The online banking sign up doesn't work. If you follow all the prompts it will get you nowhere. I've called customer service 5 times with no resolution, If you're lucky enough to get them to answer. The rep i talked to wasted 20 min. of my time to accomplish nothing. This time wasted with the online set up, to the multiple phone calls. Im beginning to wish I never did business with 5/3
Run.... they will not help you, or make things right
I have a mortgage account with fifth third bank. They recently did an upgrade with a new interface. I am consistent with payments on time and am diligent about addressing any problems in a timely manner. When they upgraded with the new interface, suddenly there was a complication with payments from my account. Due to this internal system data migration error, I got charged a fee. The fee is only 25$. But who wants to pay for error that you didn't cause. The problem isn't the fee, the problem I have is I was transferred several times with no one actually having the ability to reverse the fee. I even had a banking representative fight with me about semantics. I have never felt so un-heard and disregarded. I am a loyal costumer when I feel like a business is loyal to me. They don't care, they are too big to care, and they have no problem taking your money. If you have a choice, do not choose them.
The bank tellers are very helpful the answer all your guestions and always welcomes you to fith third bank soon as you walk in. Thank you for all your help
I refinanced a mortgage with this bank. I actually liked the old web experience which had a simple layout showing me all of the details of my loan, the amortization chart, history, etc., in once place. There was also a way to send a secure message for customer service to respond to. I used it multiple times to ask questions or resolve issues. Type a quick message, get a response a few days later. No big deal. They have since redesigned their website to 'look nice' but employ terrible UX as so many once-decent sites often do. Enshitification, I think is the word.
The process of simply paying my loan off has been ridiculous. There is no longer a messaging system to message them about my account, only a phone number and an email address. I have emailed multiple times over the last 2 months and not received a single response. Why put the email contact on the site if it just goes into a void? I did resort to calling at one point, which was of course an ordeal involving a robots and menus and being on hold and having to be transferred or call a different number. Phone calls being the only way to communicate with a company is a clear sign that they do not respect their customers' time.
I ended up receiving 2 different payoff amounts, because i had talked to two different people trying to clarify confusing information. I got a regular unsecure email with a 'fax' attached in the form of a .tif file, because I guess they just want to make it as weird and complicated as possible. paper printouts were also mailed to me despite being a paperless customer.
I had an escrow balance that was greater than the small unexplained 'payoff amount' owed, so I requested they send me the difference (over email - no response). It was also stated somewhere that they would do this, so I don't know why they gave me a positive 'payoff amount' in the first place. I have since received a mailed notice that my loan is in fact paid off. Again, mailed paper. The previous 'payoff amount' is now shown as a 'suspense balance' in my account. The tooltip says this means it is 'pending research' on how to apply it. How many months of research does it take to subtract this from the money you owe me?
I understand that there is a process involved in having the deed transferred to me, but 2 months later, I have not received my escrow balance or any communication about this. I have now received my tax bill and paid it directly. For all I know, they are also paying it out of my leftover escrow. Simple communication and explanation would have resolved this easily.
Rude reps.long waiting time to speak to someone. They have an attitude of not giving a flip. If you csn get a bank account do it rather than direct express. Be treated with respect and have people be helpful. Direct express treat people like they are trash.
Took care to walk me through the bank’s history. It was very personable and not like walking to any of the other banks and being treated like a number. It was almost like an interview even so the products align with my goals
The Staff and Bankers at 5/3rd Bank you will find, friendly staff and bankers with their professional knowledge and with your best interest in mind. When it comes to your money, talk to one of their Bankers. You won't go wrong !
I trust them with mine 100% never regret for a minute changing from "X" to 5/3rd
I would recommend to check it out yourself. Can't go wrong with Fifth Third Bank 😜
Want to listen to shitty music that sounds like someone is holding their receiver to a blasting speaker while on hold? Want to talk to three different people for over 45 minutes to unlock your online account login? Want a bank who has poor customer service and technology integration? Want to turn your VPN off every time you login? Well then this bank is for you.
Always greeted by the tellers and any other staff that are free when we walk in . The staff members, especially Gina, one of the tellers is extremely friendly and very patient with us.
If i could select no stars, i would. They changed systems recently with apparently no implementation plan or testing. Their systems duplicated payments. I contacted them immediately once i saw the pending charge on my bank account. They stated they had to hold the money for 6 business days before they could even process a reversal. I followed up 2 weeks later to get mulitple stories as to why. First they had not processed it, then they couldn't issues a reversal because it would be paid by check (?), then they had requested it but they were understaffed and backlogged so it had not been approved. I eventually received a case ID number. They called in the requisite 3 business days just to say they would follow up in another 10 busines days. That's the entire month for those keeping count. They duplicated my payment and essentially forced me into letting them apply it forward because they were too understaffed to refund it timely. Two mortgage payments would bankrupt some people. All due to their own system malfunction.
I have never had a problem with 5th 3rd bank. I deposited a check on a Saturday, and I understand that because it’s not a business day it would process on the next Monday. That was on the 15th. Now they’re saying my funds won’t be available until the 25th. Had I been told by the teller that it could take up to two weeks to clear, I wouldn’t have any issues because I could have deposited the check with my credit union or just had the check cashed. It would have given me more options instead of having to wait two weeks for my money. It’s just a really big inconvenience, and poor customer service. And honestly, I’ll probably never deposit another check with 5th 3rd. I would have came out better cashing it and paying a fee. Never again!
Associate, Chris was very helpful and personable. My granddaughter was opening a savings account and he answered all her questions and explained everything thoroughly. He also suggested next steps and timelines.
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