Consumer complaint received 2023-07-30
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 XX/XX/XXXX I received a notice from Fifth Third Bank that an additional card was opened on my credit card account. I did not order this card. I did not authorize anyone to order this card. Neither I nor anyone in my family received this card. Various charges started showing up on my statement : {$480.00} total ... there were 9 different charges from XX/XX/XXXX to XX/XX/XXXX. On XX/XX/XXXX I contacted Fifth Third Bank to report this problem and cancel my card. How charges incurred on my account after I closed the card ; that I do not know? I was given a case number. After not hearing anything, I followed-up in XX/XX/XXXX with the Fraud Department , it was discovered that the agent who originally inputted the data did so incorrectly. Corrections were made to the data, totals and dates and the case was resubmitted with a new case number. 

In XX/XX/XXXX I followed-up. Now I have incurred several months of interest and fees based off the original fraudulent charges, my account is unusable and my credit score is being damaged. The bank said I was responsible for the charges because a card was present during the disputed transactions. I brought to their attention that someone had ordered an additional card on my account ( not me nor anyone in my family ) without my permission... I evacuated that month with with XXXX XXXX - XX/XX/XXXX, I was not home for 10 days and it is possible my information was compromised. I have discovered numerous cases of mail fraud in Florida ; some of these mail fraud rings were very sophisticated and took place across several states ; yet Florida had convictions. All of these fraudulent charges that appeared on my account took place in locations were I do not live nor visit ( several being out of town and in other states ). I have continued to dispute these charges and make my complaint to Fifth Third Bank. They keep telling me that a card was used and I am responsible. I did not make these purchases, my account was compromised and there was mail fraud. It is possible someone ordered and took the card out of the mail before it ever got delivered, or someone took it from my mailbox??? I do not know how this happened ; I only know that I did not make these purchases. As I pointed out on day # 1, somehow someone ordered and used a new card that was not authorized.

I have continually reached out to my bank 's fraud department for help and have not received assistance while being insulted by them for not believing me and not helping me. I have been a customer with this bank for over 12 years. It is now XX/XX/XXXX... I have incurred financial loss : the original principal, 11 months of accrued interest and fees plus the inability to use my account since the balance has gone over the limit with these incurred unwanted charges. Losses are now totaling over {$1000.00} plus my credit score has been damaged, my name has been insulted and my family has incurred emotional distress ( unsure how we will pay our bills or buy food ) and financial hardship due to this account being compromised and the issue still has not being resolved. This was the account we bought food and paid for needed things plus bills. This situation has hurt my family and has put us into financial hardship. Please help us. Thank-you.

Company response to consumer: Closed with explanation