Consumer complaint received 2021-10-07
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I was a victim of fraud while banking with Fifth Third Bank. When I noticed the unauthorized and unrecognized activity, I called Fifth Third immediately and was met with disdain and accusations. Desperately trying to explain and prove my inocence, the guy in the security dept at fifth third bank was extremely rude and blatantly called me a liar and thief after questioning me incessantly. They did absolutely nothing to help me and then upon their investigation which they told me nothing about, decided that I was to blame. They proceeded to lock my accounts but left them open for credits ... .meaning money could come into the account but not come out. Also, I did not have access to even look at my account. Someone was depositing fraudulent checks in my name via mobile deposit. A short time before this happened I was in a bad car accident which left me injured, confused and without my purse containing my wallet, my debit and credit cards and some very important information such as my login information. These sensitive financial items were in my possession that day due to a situation that day where I was handling some business and would need to log into my mobile app. 
Fifth Third has a known policy of zero liabilty in referrence to a member not being held liable for fraudulent activity within their accounts. Meaning Fifth Third would provide a credit for monies lost via fraud. After I reported the fraud to Fifth Third employees Fifth Third provided credits for the ATM withdrawals but then put them on hold causing my checking account to be severly overdrawn. When I called to inquire about my account I was passed to the security team of Fifth Third who then began to accuse and berate me and blatantly expressed that they thought I am a liar and that I scammed them by depositing the checks via mobile device. I told them several times that I did not do this but it was as if they cared so little that talking to me at all was a bother. They then told me that they were going to excercise their right to refuse business with me. At this point I was so appalled that I agreed about not wanting to do business with and asked them to close my account after giving me the money that was originally in my account. They told me I would have to wait until they had finished their investigation and until alll the transactions had cleared. The only transactions that hadn't cleared, mind you, were the holds that Fifth Third put on the " coutesy deposits for reimbursment of the fraudulent atm withdrawals.They were extremely rude and I found myself on the phone with them everyday for hours each day. I am a single mother of XXXX young boys. We have no family or and real friends and I literally raise them alone. I am also XXXX suffering from XXXX and XXXX XXXX. I collect social security XXXX for this XXXX XXXX and the only other income I have is child support for my boys which without it we we will not make it. I expressed this and the fact that my monthly check would be sent to my account concerning this matter. They informed me that I would need to change my direct deposit because my account would reject the payment. So, I opened a new bank account after fighting with every employee at Fifth Third. I realized immediately that it was a bit late in the month to change my direct deposit. I was terrified of my payments being deposited into that accout because I wouldn't have any access to my funds. This is very scary for me because it's all the money my children and I have to survive in this world. Fifth Third didn't care. Fifth Third has expressed to me that they did that grimy stuff to recieve payback for the fraudulent activity. I think it's pretty sad when a bank... ..a bank with unlimited funds nees to take what is essentially pennies from a single mother. They had no reason to do that. They also stopped talking to me and giving me the information I would need to do some. They puposely tried to make me feel very low and worthless. They had still yet to offer effective resolutions or advice. They did all of this without my knowlege or approval. Also, I have attached the back the folloing uploaded document containing a comparison of my signature and the one used to commit fraud.

Company response to consumer: Closed with explanation