Consumer complaint received 2016-12-25
Company: FIFTH THIRD FINANCIAL CORPORATION
State: TX
Product: Credit card
Issue: Billing disputes

Complaint:
I issued a dispute for a charge of {$350.00} with Fifth Third Credit Card Services for goods not received ( Case XXXX ). The charge was made on XX/XX/2016 and the dispute was issued on XX/XX/2016. I sent a written statement and supporting documents by certified mail on XX/XX/2016 and was received by Fifth Third on XX/XX/2016 ( USPS tracking number XXXX ). Fifth Third sent a letter stating that I have not responded to phone calls or mail correspondence soon after and reinstated the charge and assessed finance charges for the dispute that was later reversed but took several phone calls. Fifth Third then sent another letter with documentation from the merchant dated XX/XX/2016 and requested response by XX/XX/2016. The letter requested evidence indicating the merchant did not ship goods to the address merchant insisted was agreed upon. My follow-up letter with documentation was sent on XX/XX/2016 overnight ( USPS tracking number XXXX ). USPS tracking lists XXXX XXXX as the person who accepted the letter on XX/XX/2016 at XXXX XXXX. Within a week of sending this letter an undated letter was received from Fifth Third stating, " The dispute has been resolved in your favor, and a credit has been applied to your account in the amount listed above. '' On XX/XX/2016 a charge of the disputed amount from the merchant was reapplied to my account without any notification from Fifth Third. I contacted Fifth Third numerous times and several representatives ' stated Fifth Third had not received my letter dated XX/XX/2016. Another representative confirmed receipt of my letter and forwarded to the back office for review and requested a supervisor call me to issue an update and reason for the applied amount. On XX/XX/2016 XXXX a supervisor with Fifth Third left a voicemail on my personal phone stating the information sent in by the merchant does not support the case, but Mastercard requires a written response from me stating that I have reviewed documentation from the merchant and that I am still in dispute. On XX/XX/XXXX I returned Fifth Thirds call and spoke to XXXX at XXXX, XXXX stated Fifth Third required more information. On XX/XX/2016 I spoke with XXXX and requested a fax of all documentation pertaining to my dispute. XXXX stated it would take 3 business days to receive the fax and that someone would call prior to the fax being sent. On XX/XX/2016 I spoke with a supervisor name XXXX ( recorded conversation ) that indicated they had my letter dated XX/XX/2016. She said the reviewer still needed time to review my letter with documents and that she was going to report the reviewer to her supervisor for not updating my file in their system. XXXX confirmed I would be receiving a fax and telephone call regarding documentation requested from Fifth Third. I am still have not received the fax or telephone call from Fifth Third and the charges are still applied to my account. The dispute has now exceeded two billing cycles and 90 days. Fifth Third has not performed its duty to resolve my dispute. They have not properly handled information pertaining to my case and therefore could not resolve the case with in the required timeframe. I request the case be settled promptly and the information provided be reviewed. Secondly, I request all documents sent to me from this day forward to be dated, and that I receive a phone call from a manager with the authority to escalate and resolve this case.

Company response to consumer: Closed with explanation