Consumer complaint received 2023-04-24
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX, my wallet was stolen while I was on vacation in XXXX XXXX. They withdrew all the money out of my account. Once I received notification i called XXXX XXXX XXXX XXXX. I reported it to the representative on the phone. I received an email the next day, XX/XX/XXXX, from XXXX : Dear, RE : XXXX XXXX for account ending in XXXX This correspondence is regarding the claim we received from you on XX/XX/XXXX. 

When we received your claim, the following transaction ( s ) had not yet posted to your account. This letter is to inform you that the following transaction ( s ) have posted and we've added them to your claim. 

Date Description Amount Dispute Amount XX/XX/XXXX XXXX XXXX  XXXX XXXX XXXX {$300.00} {$300.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX {$400.00} {$400.00} What Happens Next Further research is required to resolve your dispute. To assist us in resolving your claim, we request a signed Statement of Fraud form from you. Please complete the form ( s ) and return to us along with copies of any relevant receipts and/or correspondence within 10 business days from XX/XX/XXXX. 
If we do not receive a completed form promptly, we will rely on the other information we have available to complete our investigation. Please email to XXXX. 
Please keep in mind that our investigation can take up to 90 days to complete. 
Thank you for being a Wisely cardholder. 


Sincerely, XXXX XXXX XXXX XXXX XX/XX/XXXX I was not sent the requested document on the corresponding email. The email had been sent to my spam folder ( every notification email ive received has gone to my inbox, with the one exception of this email ) and I was not aware it was there until XX/XX/XXXX, and responded immediately. This was still within the 10 day period stated above. 

My claim had already been denied by XX/XX/XXXX and this email was sent to my spam as well : Dear, RE : Case XXXX for account ending in XXXX This correspondence is in response to a dispute that we received from you on XX/XX/XXXX totaling {$700.00} for the following transactions : Date Description Amount Disputed Amount XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX {$300.00} {$300.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX {$400.00} {$400.00} This letter is to notify you regarding the disputed transaction ( s ) listed on the attached page ( s ), which you recently submitted. The investigation has been finalized and we've determined that there was no error. Record analysis indicates that no fraud has occurred as investigation results match information on file. No credit will be issued. 

This letter serves as final resolution of your claim. 

You have a right to request and receive the supporting documentation we used in making this determination. You may do so by submitting a written request to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX Thank you for being a XXXX XXXX 


Sincerely, XXXX XXXX XXXX XXXX XX/XX/XXXX Ive called the number given ( XXXX XXXX XXXX ) and no one will help me. I was transferred to a supervisor two times, in which the call was disconnected before I spoke with anyone or I was hung up on. Last call I had was with a representative saying i needed to send in a written request to get my case reopened. 
All my money was stolen and XXXX XXXX wont help me. The company is backed by Fifth Third Bank.

Company response to consumer: Closed with monetary relief