Consumer complaint received 2016-06-20
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MN
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XXXX XXXX, XXXX I received an XXXX in the mail. Upon checking my bank account, I found XXXX fraudulent charges- XXXX from the XXXX placed XXXX/XXXX/XXXX and XXXX from XXXX XXXX placed XXXX/XXXX/XXXX. I called Fifth Third Bank and reported the fraudulent activity. They closed the card and I received a provisional credit for the purchases on XXXX/XXXX/XXXX. I was told that the investigators would be contacting me soon and that I should ask them what to do with the phone that I had received. I was never contacted by the bank. On XXXX XXXX, XXXX, I received a letter from the bank stating that the merchant in charge had verified that the charges were valid and that they had already debited my account for the total {$1600.00}. They also said that I had the right to request documentation used in their investigation. On XXXX XXXX, XXXX, I faxed a letter to Fifth Third requesting the documentation and stating that I would be appealing the resolution and actually received the documentation in the mail on XXXX XXXX, XXXX. 
As a result of the receipt of the documentation, I called XXXX on XXXX XXXX, XXXX and spoke with XXXX. He took my concern to the fraud escalation team who issued return and refund labels for the phone. We also identified that the email address associated with " my '' account at XXXX, was not, in fact, my email address. On XXXX XXXX, I spoke with XXXX again and he confirmed that once they received the phone, they would work with the bank to make sure that the refund would be applied to my account. I sent the phone back to XXXX through XXXX on XXXX XXXX, XXXX. According to XXXX they received the phone on XXXX XXXX, XXXX and my refund was processed and cleared XXXX on XXXX XXXX, XXXX. I also filed a fraud alert on XXXX XXXX, XXXX. On XXXX XXXX, XXXX, I called Fifth Third to check on the refund, which had not posted to my account. I was told that they had no record of the refund but that I could send a rebuttal letter to Fifth Third detailing my complaint and they would look into it my complaint. On XXXX XXXX, XXXX I also filed a police report concerning the fraud, contacted my local Fifth Third branch and spoke with XXXX regarding the account number and filed an Identity Theft Affidavit with the FTC. I also called XXXX and spoke with XXXX, however, he told me that he could only work with my bank to address the issues. On XXXX XXXX, XXXX Fifth Third received a rebuttal letter from me, I sent it with tracking and signature of receipt, stating that I was disputing the charges base on the email addresses, ip addresses and missing documentation from XXXX which supposedly confirms proof of purchase and proof of delivery but which were not included in the documentation that I received from the bank. I also requested that the bank look into the missing refund from XXXX. I never received any communication from Fifth Third following this letter. On XXXX XXXX, XXXX, I contacted XXXX and talked to XXXX and received a web order number that could be used to track the refund and again confirmed that it had cleared the bank on XXXX XXXX, XXXX. 
On XXXX XXXX, XXXX, I faxed a copy of the letter that was received on XXXX XXXX, XXXX and more strongly stated my needs from the bank. I have never received any communication from Fifth Third regarding this communication. 
I am very frustrated by the lack of communication regarding my case and would like resolution to this matter.

Company response to consumer: Closed with non-monetary relief