Consumer complaint received 2018-07-19
Company: FIFTH THIRD FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2018 I used my debit card as a credit card for a {$100.00} over the phone charge from XXXX. There was an ongoing charge on XX/XX/2018 for {$340.00}. 

On XX/XX/2018 at XXXXXXXX XXXX, via e-mail to XXXX XXXX ( XXXX ), I asked for a full refund. 

On XX/XX/18 @ XXXXXXXX XXXX, I called XXXX XXXX, spoke with XXXX. He processed at ticket for a full refund under their 45 day full refund policy. 

On XX/XX/2018 at XXXXXXXX XXXX, I e-mailed ( XXXX ) for someone to contact me for I did not hear back from anyone. 

On XX/XX/2018 @ XXXXXXXX XXXX, I telephoned XXXX, spoke with XXXX. She assures me my refund is in. 

I called my bank, Fifth Third ( 5/3 ), on XX/XX/2018 and submitted a dispute. Case # : XXXX. 53 issued me a temporary credit for the charges. 

On XX/XX/2018 @ XXXXXXXX XXXX I telephoned XXXX, spoke with XXXX XXXX. He creates another ticket to process my cancellation. 

Fifth Third sends me a letter dated XX/XX/2018 denying my dispute because - " the merchant in question has verified that the charge is valid. '' They proceed to charge back my checking account the amounts above. 

I called the dispute department. They would not let me speak with their investigator. They did say that I could submit supporting data to prove my dispute and they would re-open the case. 

I sent in the data that not only proves my case but de facto proves that the merchant did - NOT - send my bank all of the e-mails that were sent by their firm that - confirmed - that I canceled my account during the 45 day full refund guarantee. 

53 said they would have an answer in 3-4 weeks. They would notify me in writing. 

They did not!! 

I called 53, that answer was another decline. However, they said that if I send in an item by item, time stamped explanation, they would re-open the case, again. My response was ; " I already have done that. '' She, XXXX, said that was my only option. 

I did that for the second time with a cover letter describing everything especially the e-mails that they failed to send to my bank. Allow me to write that again : Especially the e-mails that XXXX deliberately omitted in their so-called verification that the charges were correct. 

When I called 53 for the umpteenth time on XX/XX/XXXX ( their answer date ), my dispute was denied again. 

Bottom line 53 never reviewed this case. They were presented with factual e-mails from XXXX 's reps substantiating my position which de facto and 100 % refuted their clam that they had " No Confirmation of Cancellation ''. 

53 was presented those facts three times. 

To add insult to injury, XXXX3 said they would be sending their findings in the mail. Other than their XX/XX/2018 letter, they have sent nothing. 

The insult, they are really calling me a liar when they were presented the facts that XXXX deliberately omitted in their substantiation of their case because - they had no case. 

The injury, about three weeks ago, 53 closed my checking account and saving account, took all my money, charged off the negative balance, disrupted the automatic deposits that were employed and now I have a - MARK - against me in the banking industry. 

Oh yes, they never, never communicated one word to me other than their initial denial letter dated XX/XX/2018. 

Bottom line, I have been wronged and wronged big time since Fifth Third charged back my account. The person addressing my issue  should know that I have all the written proof available that Fifth Third did - not - read or process since day one. 

One more thing, I initiated the dispute initially by phone and responded to 53 's written requests. 53 reaches out to the merchant. They submit only part of our communications with me and omit all the incriminating e-mails. Then, 53 denies my dispute without allowing me to respond to XXXX 's false and omitted data. 

That is just mind boggling. 

This is the short version.

Company response to consumer: Closed with explanation