Consumer complaint received 2022-01-13
Company: FIFTH THIRD FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/2021, we noticed an {$1800.00} withdrawal from our checking account and then an immediate {$1800.00} deposit. Since we never made these transactions, we went immediately to the local Fifth Third Bank in XXXX, NC, the local branch. After being quizzed a number of times about our whereabouts and banking behaviors, it was determined that someone presenting themselves as XXXX XXXX ( me ) entered a Fifth Third bank in XXXX, Ohio. They tried to cash a check drawn on an account with XXXX XXXX. The branch would not cash the check but told the individual ( s ) that there was money in the account and then gave them a generic withdrawal slip. The bank associate then gave the XXXX our account number. The withdrawal slip was filled out and forged and the money was given to the criminal. We opened up a fraud claim and were told that the money withdrawn would be put back in our account within seven to ten business days. That was just under a month ago. Since then, the check which the employee deposited, which was evidently also fake, was voided so we are out the {$1800.00}. The bank associate here, XXXX XXXX or something is more interested in sparring with me about details and making excuses then he is in resolving the issue. Since we left the local branch on XX/XX/2021, we have not heard word one from XXXX XXXX, nothing. When the {$1800.00} came out causing fees, overdrafts, etc ( which we were told would not happen ), I went back up to the branch and asked for the manager. That person of course was unavailable so 'Sammi XXXX came over to me even though I said I didn't want to deal with him He started sparring with me again, picking a part the details of our initial meeting ( i.e., we were only there for a bit over two hours, not three hours as I had said ). He started up with the same refrain from our first visit, telling me we just need to wait on them, this stuff happens, this takes time, he doesn't have any phone numbers for the corporate office, etc. I told him we had been more than patient, waiting three times longer than we were told to wait and I didn't want to be placated further. He suggested that he had done all he could and tried his best but he still refused to give me another number to call. He said that I need to stop blaming him, he didn't steal our money. I told him I didn't accuse him of stealing it but someone at his bank did and we want it back and we want it back now. We ended up calling the fraud department again ourselves and they admitted that they 'dropped the ball ' and said they would escalate the matter. 
At this point, I have no faith in this bank. They seem surprised that we are 'so upset ' about their employee draining our checking account a week before XXXX. They don't understand as to what a hardship this has been, how time consuming at our busiest time of the year personally and just how emotionally draining it is. Then to have to deal with this surly oaf 'Sammi XXXX who has done nothing for us and seems to be completely unaware of how to be of any assistance at all, that is just the icing on the cake. 
I think that Fifth Third has completely mishandled this and I'll go a step further and say that they have likely been complicit in the crime. We didn't remove our money from the account, they did, it was their decision and their doing. Please assist us in getting it back and then initiate a thorough investigation in to this matter.

Company response to consumer: Closed with monetary relief