Consumer complaint received 2024-01-19
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: FIFTH THIRD FINANCIAL CORPORATION (MI)

I was recently the victim of check fraud involving my account with Fifth Third Bank. I have not been satisfied with how this case is being handled by Fifth Third. I expressed my concern of fraud to each of the four representatives that I have now spoken to, yet this case was not investigated timely. Instead, it was quickly denied. I believe this fraud was the direct result of the failure of Fifth Third Bank to 1 ) properly verify identity, and 2 ) verify the validity of the instrument, prior to cashing a fraudulent check. This check scam involves either negligence or potentially involvement by the branch and I feel that it is not being taken seriously by Fifth Third. I have outlined the details of my case below. 
My purse was stolen on XXXX XXXX, 2024. The theft was immediately reported to the XXXX XXXX Sheriffs Department ( Case ID XXXX ). The wallet in my purse contained my drivers license and my Fifth Third Bank debit card, which is tied to my checking account ( only account I hold at Fifth Third Bank ). My purse did not contain a checkbook. I contacted Fifth Third Bank within a half hour of the incident to inform them of the stolen debit card. 
On the evening of XXXX XXXX, 2024, I noticed a suspicious transaction on my account for almost the full amount of my checking account balance. It appeared on my mobile app as Return Deposit Item ( s ) Advice : XXXX for - {$2300.00}. My balance prior to this was {$2400.00}. 
On the morning oXXXX XXXX XXXX, 2024, I contacted Fifth Third Bank to inquire about the transaction. I was told it was a check made out to me and presented in person to a branch in XXXX XXXX, MI. I informed the representative that I had not been to that branch ( its an hour away from me ), did not cash any check, nor do I recognize the name of the person on the check. I communicated very clearly that I believed I was the victim of check fraud. I explained that my purse, including my drivers license and Fifth Third debit card, was stolen. I also expressed concern that the identity of the person cashing that check was not properly verified by the teller. This was not taken seriously by the representative, and I was told there was nothing they could do. I asked to be transferred to someone else who could help and was sent to the Dispute Resolution department. I opened a case ( Case ID : XXXX ) and gave the intake representative all the relevant details outlined above, including the case number for the report filed with the XXXX XXXX XXXX  Department. I reiterated my concerns about fraud. My checking account was flagged with a negative $ XXXX balance to stop further withdrawals and I was told I would receive a resolution within 8 business days. I was also told I would receive a form via email to fill out, which the investigation team would use to help investigate the case. The representative noted that it was important that I fill it out and return it as soon as possible to not hold up the case. After not receiving the form to fill out that day, I called the Dispute Resolutions department back on XXXX   XXXX, 2024 to confirm my email address ( which was indeed recorded correctly ) and was told that it was a form I would be receiving by mail instead and thus may take longer to receive. 
On XXXX XXXX, 2024, I still had not received a form to fill out. I called the Dispute Resolution department to check on the status of the above case. I was told at that time that a resolution was reached and that my claim was denied. They informed me that a letter explaining the denial of the claim was issued and mailed on XXXX  XXXX, 2024. To reiterate, Fifth Third denied the claim and issued a resolution letter within one  day of the case being opened. Additionally, they did not correct the flag on my account after the denial, therefore, I had no way of knowing any status of the claim, nor the ability to access the normal course deposits occurring within my account. The representative told me that the reason for the denial was stated as didnt secure the information for the transaction which the representative interpreted as I didnt secure the checkbook. This suggests the prior representatives of the bank and investigators fundamentally ignored the fraudulent nature of the claim and misunderstood how the bank and my account were defrauded. Clearly, given the thieves knew the balance of my account, they used the stolen card to access my account information within a branch well after I had reported a card stolen. Either the teller ( s ) failed to validate identity multiple times or were complicit in providing. I disputed the denial of the claim, and the representative told me that the case would be reopened for investigation, but that this process could take up to 30 days. I was told I was not permitted to speak directly to the investigations team to review the facts of the case and must wait for a letter in the mail once they reach a resolution on the re-opened case. As of XXXX  XXXX, 2024, I have not received a copy of the original denial letter and am unclear on how to follow up given they have not provided any written communication but repeatedly reference written communications. 
I called back that same day, XXXX  XXXX, 2024, to try to speak with someone else and reiterate the facts of the case. I connected with a representative in Dispute Resolution and expressed my concerns that this case was denied so quickly, seemingly without investigation. The representative reviewed the notes on the case and agreed that the case should not have been denied. The representative also shared that the intake notes on the case were very unclear and didnt accurately describe the facts and thus the case was never originally sent for investigation at all. During the call, after going on hold for brief periods, the representative indicated that they spoke directly to a consultant and that they would begin investigations. The representative also reiterated that they now have the additional 30 days to investigate and make a decision. Unfortunately, they did not perform an investigation during the initial 8-day window, and now intend to use an additional 30 days. 
I expressed my concern of fraud to every representative that I spoke to in this process, and their response has been insufficient for me personally and equally concerning for other potential victims who bank with Fifth Third who havent been willing to advocate for themselves even when the bank is negligent in safeguarding consumer deposits. The intake for this case was not properly done, the communication with me on this case was non-existent, and I was denied access to supporting evidence regarding the denial of the claim, which suggests to me that they have an interest in making this process more difficult for consumers rather than timely investigating on behalf of their depositors. As of this time, I havent received any written or electronic communication acknowledging the claim, the process, or their responsibilities for resolving. I have only received the fraudulent cancelled check in the mail as a matter of normal bank operations. Any verbal communication with representatives has been from my initiation, and its clear that the representatives are confused and inconsistently executing the banks investigative process.