Consumer complaint received 2019-11-27
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MI
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
Scam and incorrect transfer by fifth third bank : I was the target of a fraudulent withdrawal on XX/XX/2019 in which {$2000.00} was withdrawn from my shared checking account ( transferred through XXXX ). The scammer contacted on a number that was the same number as the customer service number for fifth third ( XXXX ). The account was shared between me and my boyfriend ; however, all of the funds deposited to that particular shared checking account were solely from my employer. 

I spent hours speaking to several different representatives to file a dispute and to recover MY funds. I was given multiple answers from different agents. For example, when I first called, I was informed that the funds would be recovered if the investigation determines that I did not send the funds. I was told by a different agent the next day that they would have to recover the funds from the thief in order to provide the funds ( even if they determined that I did not make the transfer ). When I asked what would happen if they couldn't recover the funds, I was told " your balance will be - {$2000.00}. '' Due to concerns with fifth third 's security and lack of protection against fraud, I have been trying for days to transfer my funds out of this bank. I was told that due to the amount, I would either have to come into the bank or I could transfer the funds online. Due to my work schedule, I opted to transfer funds online. I then found out I would need to wait 4 business days for fifth third to verify the external bank. I followed the steps and waited the 4 business days. When I tried to transfer, I received a notification that I could only transfer a maximum of {$2000.00}. When I called fifth third I was then told that the only way I could transfer the amount of funds was to come into the bank or use XXXX ( which I do not want to do since that is how funds were stolen ). If I would have known that I had to go into the bank, I would have adjusted my work schedule to come to the bank. 

I asked to speak to a supervisor on XX/XX/2019 and explained my concerns with inconsistencies in information and delays in resolving my dispute. I recommend additional training to ensure representatives are providing consistent and accurate information, especially related to sensitive matters ( such as fraud ). I spoke to a representative from the Disputes Department and was told that the recovered funds would be mailed as a check since I closed the account that was targeted. 

On XX/XX/2019, my boyfriend informed me that fifth third deposited the {$2000.00} to his personal account, which I do not have access to. I was the sole contributor to the account that was targeted and was the sole person who filed a dispute, yet the funds were sloppily deposited to the wrong person 's account. When my boyfriend attempted to transfer the funds to me we were told to either use XXXX ( which was used for the scam ) or to come into the bank. Now I have to figure out a time to take off from work to resolve this when the funds should not have been deposited to my boyfriend 's account in the first place. It has now been been escalated and I'm waiting to hear back. 

Being the target of fraud was awful but fifth third 's handling of the matter has made this whole experience a nightmare. I encourage people to avoid this bank at all costs. I found out fifth third has mismanaged similar situations in the past ( see XXXX XXXX article - https : XXXX ).

Company response to consumer: Closed with non-monetary relief