Consumer complaint received 2023-06-20
Company: FIFTH THIRD FINANCIAL CORPORATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XXXX I contacted Fifth Third Bank @ XXXX XXXX. and spoke w/ XXXX and informed him of an unauthorized charge of {$250.00} from a hotel. He said that there was not a charge showing yet but not to worry it would not be charged to my card. However. 2 days later it was charged to my credit card. I did not see it until I remembered to check my online account on XXXX and I immediately sent an email to the bank President. On XXXX @ XXXX ; XXXX XXXX. I spoke with XXXX from the office of the President, and she said that she could not see the case number, which I found to be strange. However, she told me that they did not have the ability to block a charge from a vendor once you have used them or entered into a contract and asked if XXXX suggested to me to cancel the credit card and I told her no he sure did not and in fact he assured me that my card would not be charged, so this is the bank 's fault. She said that she would have someone contact me by Monday, XXXX, but I only received a letter dated XXXX stating they initiated a review, which was the same day they finally put the money back on my card only to charge it again on XXXX. They have refused to refund my credit card, when it is their responsibility to protect it against fraud and unauthorized charges. The charge was made by XXXX XXXX XXXX XXXX XXXX XXXX. The room was booked as a smoking room on XXXX to XXXX. The hotel clerk ( XXXX ) did not tell me upon arrival that there no smoking rooms, because I never would have checked in. However, they have lied to the bank and said that they had signs posted and it was posed on their website. I did not book on their website, but instead booked on XXXX. I do not smoke but I like to burn incense to get rid of the stale smell of hotel rooms, therefore I book smoking rooms to avoid being accused of smoking. However, this room smelled like smoke when I arrived and I could not even stay in the room, so I left and came back several hours later. Also, this hotel was not even fully operational as it did not even have any televisions working. This also was not posted in the lobby or on XXXX. I never would have rented a room without a working television. Who would? However, they want you to believe that they had smoking signs posted when they were only renting out of one building. That's absurd. I contacted the facility and tried to explain to XXXX, and he hung the phone up in my face. They did not even have a working phone number listed on the website of XXXX or theirs at that time. I had to call XXXX, and they called and got the number for me. My bank wants to believe them over their long time exceptional paying customer. This is disrespectful and the MOST HORRIBLE CUSTOMER SERVICE I have ever had. They do not want to accept and correct their mistake. If their employee ( XXXX ) had not given me the wrong or bad information I would not have had to go through any of this. I have sent the President three letters. Unbelievable. I am XXXX and can not afford for my money to just be taken from me in this way or any other way.

Company response to consumer: Closed with explanation