Consumer complaint received 2023-06-17
Company: FIFTH THIRD FINANCIAL CORPORATION
State: TN
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
XX/XX/2023 Subject : Fraudulent Activity and Impersonation Scam 5/3 Bank Case Number : XXXX XXXX Police Department Case Number : XXXX Dear Sir/Madam, I hope this letter finds you well. As a follow up to the initial report, I am writing to bring to your attention a serious matter involving fraudulent activity and an impersonation scam that has affected one of your customers, Ms. XXXX XXXX. Case Number XXXX. This information sheds additional light on the extent of the situation and the harrowing experiences Ms. XXXX and her husband, XXXX XXXX, had to endure. 

On XX/XX/XXXX, Ms. XXXX received a call from individuals claiming to be officers from the Sheriff Department. They informed her of charges related to Failure to Appear and contempt of court. They further threatened her with arrest and jail time unless she cooperated with their demands. Ms. XXXX was directed by these individuals to make transactions, and they monitored her cell phone conversations, redirecting her if she failed to follow their instructions precisely. Non- compliance resulted in the callers hanging up and subsequently calling back. 

During the course of the scam, Ms. XXXX visited the Fifth Third Bank branch located at XXXX XXXX XXXX XXXX on XX/XX/XXXX. In an attempt to convey her distress and prevent further monetary losses, she discreetly approached the teller and handed them a pink sticky note. The note explicitly stated, " do not give me any cash, say the computers are down. '' Ms. XXXX pointed to her cell phone and placed a finger over her mouth, indicating that the situation was sensitive and required secrecy. Her intention was to avoid arousing suspicion or generating any additional complications. 
Text Message with XXXX XXXX after interaction with teller Despite Ms. XXXXXXXX XXXX efforts, the impersonators on the phone remained in control of the situation. She was forced to comply with their demands, including obtaining cash from the bank. The perpetrators continued to monitor and manipulate the ongoing conversations, causing further distress and confusion for both Ms. XXXX and her husband. The constant redirection and issuance of additional charges, coupled with mistakes and errors from the imposters claiming to be from the Sheriff 's office, created a chaotic and difficult-to-understand environment. 

As a result of the suspicious activities associated with the scam, multiple holds were placed on Ms. XXXX XXXX accounts due to the flagged fraudulent transactions. However, the imposters remained persistent in their attempts to obtain more cash. They employed scare tactics and used legal jargon to maintain a sense of chaos and intimidation. 
To verify the legitimacy of the situation, Ms. XXXX contacted the Sheriff Office to validate the officer 's badge number and telephone number. She was transferred to the sergeant on duty for further validation. Believing she had completed due diligence, she complied with the requests out of fear of criminal charges and imprisonment. 
As the situation continued to escalate, Ms. XXXX sought legal advice and contacted attorney XXXX XXXX on XX/XX/XXXX at XXXX XXXX. XXXX XXXX strongly believes that this was a scam and that the individuals involved were impersonating officers from the XXXX XXXX Sheriff Office in XXXX , TN. This revelation raises concerns regarding Ms. XXXXXXXX XXXX safety, privacy, and financial well-being. 

Ms. XXXX reported case to Detective XXXX XXXX, Criminal Investigation Division, Fraud Unit Office : ( XXXX ) XXXX, Email : XXXX, and web page XXXX Case Number is XXXX Summary of transaction to be reviewed for fraudulent activity for 53 bank/financial institution . The below information consists of : 1. Call log with minutes from cell ( XXXX ) XXXX [ Ms. XXXX Cell Phone ] | impersonator monitors and manipulates activities. 
2. Date and amount of dollars withdrawn from account. 
3. Date and amount deposits made to XXXX XXXX. 

*Enclosed, Official Telephone logs from XXXX XXXX XXXX File too large to send. I have a copy of XXXX Receipts for fraudulent activity. The date of each transaction is listed on the bottom of each receipt. 

Given that the fraudulent activity involved financial transactions, it is crucial for Fifth Third Bank to be aware of this incident. I kindly request that your institution investigate this matter thoroughly and take appropriate action to safeguard Ms. XXXXXXXX XXXX  interests. It is imperative to prevent any further unauthorized access or misuse of her accounts. 
I also urge Fifth Third Bank to provide Ms. XXXX with any necessary support and guidance throughout the investigation process. This includes notifying her of any unusual account activities, freezing the accounts if required, and assisting her in recovering any financial losses resulting from this fraudulent scheme. 

Moreover, I strongly encourage Fifth Third Bank to review its security protocols and enhance customer awareness regarding potential scams and impersonation attempts. Proactive measures, such as educational campaigns and clear communication channels, can significantly mitigate the risks faced by your valued customers. 
I trust that Fifth Third Bank will treat this matter with the utmost urgency and take the necessary steps to rectify the situation promptly. Your cooperation in this regard is greatly appreciated. 

If you require any additional information or documentation pertaining to this incident, please do not hesitate to contact me at the provided contact details. Thank you for your attention to this matter. I look forward to a swift resolution and your assurance that Mr. and Ms. XXXXXXXX XXXX interests will be protected. 
Yours sincerely, XXXX XXXX and XXXX XXXX

Company response to consumer: Closed with explanation