I had issues with Fifth Third Bank a while ago on a car loan. I received late notices and charges for payments I had been making on time. I was told by a customer service rep that once a payment recorded as late, they took the late payment out of your next payment. That made your next payment late so it compounded the problem.
I reported the issue to the Federal Reserve Bank of Cleveland (they are responsible for monitoring issues with Fifth Third). After an investigation, I was told that it was not done intentionally. Miraculously, Fifth Third removed the late payments charges. I also confirmed with the credit reporting agencies that these had been removed from my credit report.
Don't be timid about reporting the abuses to the Federal Reserve. That's what they are there for!
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