Consumer complaint received 2018-01-20
Company: FIFTH THIRD FINANCIAL CORPORATION
State: GA
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:
Here is the letter I sent to the officers of 5th 3rd Bank this morning. It tells the whole tale. 

Good morning XXXX XXXX and other officers : I have a story to tell you regarding your fraud department, customer service and treatment of customers. I looked over your profile on XXXX and I thought perhaps I should contact you directly. 

Around XXXX, in between Sunday, XX/XX/XXXX and Monday, XX/XX/XXXX, two thieves who identified themselves as XXXX XXXX and XXXX XXXX were able to port two of our XXXX numbers over to XXXX. They didnt even use our names and they were able to do this deed. Ill take that up with XXXX later. After they were able to steal our phone numbers, they were able to transfer money out of our 5th 3rd Bank Account through XXXX. They drained our account. They transferred {$1500.00} to XXXX XXXX for car parts and {$1500.00} to XXXX XXXX. 

This seems to me to be an egregious breech of bank security. My husband and I never use XXXX, car parts are usually not purchased from a Realty company and two transfers to vendors we never used before in the middle of the night for the exact same amount should have been flagged immediately. However, that didnt happen. 

On Monday morning, when I discovered the transfers around XXXX XXXX, I immediately called the fraud department. They took my information, and told me that I would have a provisional credit at the latest on Friday, XX/XX/XXXX. I then filed a police report. At this point, the fraud department was very nice and seemed to be helpful. I called every day to see how the investigation was going and was told we were on target for a refund of my money on Friday every single day and by four different people. So, Friday rolled around and there still was no provisional credit on my account. I called your fraud department again to see what was going on. This time, I was rushed through to a supervisor, ( I forgot to get his name ), but XXXX put me through to him. The supervisor informed me that they were trying to get my money back, but that they had 10 days to investigate and if they couldnt get my money back then, I wouldnt get my money back. 

This situation is unacceptable. I went in to talk to my branch manager, XXXX XXXX. He also assured me that my money would be returned. So, we sat down and spoke to the fraud department together. They told him that they talk to me every day and that my money will be returned by next Friday. Im not sure I believe that, since the supervisor was quite clear that if 5th 3rd couldnt get the money back, then I would never see my money again. 

Whats the point of putting your money in a bank if its not protected. I have spoken to a friend, who is a bank president and he said although he couldnt say what 5th 3rd would do, at his bank, the money would be returned and a lot quicker than ten days. 

Anyway, Ive read all kinds of stories on the internet regarding your fraud department. I was misinformed for five days that my money would be returned this past Friday, and I got a totally different story from the supervisor than I did from any of the other employees. 

So, this morning I looked up all the officers of 5th 3rd bank and have copied them here on this email. Out of all of you, I hope one of you responds to this unacceptable situation. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation