Consumer complaint received 2019-01-26
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX I was in the city that I live in and got gas at a local gas station using my debit card at approximately XXXX XXXX when getting gas I was asked to put in my PIN number, as usual, and I did. About XXXX minutes later ( XXXX ) I recieved a text from my bank asking if a purchase at XXXX XXXX XXXX had been made by me, and I did not have my phone at the time so I replied at XXXX with NO which was the prompted answer. I then called the bank and blocked my card and also filed a dispute. In total {$560.00} was taken ( in increments of {$80.00} ) with description XXXX XXXX at XXXX XXXX XXXX, XXXX Ohio, {$240.00} in 3 increments of {$82.00} at XXXX XXXX XXXX XXXX XXXX XXXX, and then {$600.00} at a XXXX on XXXX XXXX XXXX ( the same address as the original withdrawl. When I filed my dispute Fifth Third told me that they would grant me provisional credit for the disputed items while the case was investigated. When this provisional credit was granted it was only for the {$500.00} for the XXXX withdrawl at the XXXX XXXX XXXX but not the other charges. I called and explained this and the bank said that they did not realize the other charges were fraudulent and then opened another dispute for the rest of the charges. In received a letter dated XX/XX/XXXX saying that my dispute for the {$500.00} charges had been completed and there had been no findings. On XX/XX/XXXX, {$850.00} was taken out of my account with the description reversal of provisional credit. That is the money that was included in my second dispute. I called fifth third who put me on the line with a dispute XXXX who explained that the dispute had been denied because the charges in XXXX had used my PIN. I explained to her that I purchased gas at XXXX XXXX   on XX/XX/XXXX and that I had received the text from them at XXXX XXXX  to alert me to the fraud. The fraud that they had alerted my to was after many of the purchases were made, which I have to assume had occurred in the moments prior. XXXX, Ohio ( where I got gas ) and XXXX, Ohio ( where the purchases were made, are 1 hour and 30 minutes  apart, so there is no physical way that I could have gotten gas using my card in XXXX at XXXX and then made it it XXXX by XXXX. Also, the dispute that did get accepted included purchases made at the same address ( XXXX XXXX XXXX XXXX, Ohio ) as the dispute that got denied. The dispute that got accepted had charges that stated a XXXX XXXX at this address, and the dispute that got denied listed a XXXX at the exact same address. The XXXX at fifth third also said that they had record that I had authorized the purchases when they contacted me, but I have screenshots on my phone that record me saying NO when asked if one of the charges was me. She advised I emailed fifth third explaining this in writing and I did on XX/XX/XXXX ( I asked for confirmation when they received the email ), and I had no response. 

Thank you

Company response to consumer: Closed with explanation