Consumer complaint received 2025-11-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH

Complaint narrative:
XX/XX/year> : I went to XXXX after XXXX a.m. to do some grocery shopping. I noticed 3 to 4 XXXX XXXX XXXX standing directly in front of the entrance to the store. They had a sign stating their organization and were asking for money for the cause. They looked legitimate. I asked if they took cash and they said they weren't because they needed a XXXX XXXX for their non-profit. I said that I would give a {$10.00} donation. I signed a clip board that included other signatures, etc. Then, I tapped their device that said, {$10.00}. The young man said that the internet was not working and tried it several times. Then, he asked if I had a different card that might work. After several minutes, he said it worked. XXXX of them said " thank you '' and mentioned that if I needed help with groceries afterwards they would be there. 

After stepping in the store, my phone started buzzing with fraud alerts : XXXX XXXX -- ( 2 ) {$1500.00} = {$3000.00} Fifth-Third Bank -- ( 1 ) {$1500.00} and ( 4 ) {$500.00} = {$3500.00} I immediately said " No '' ( I didn't authorize the charges. ) via text message and spoke with XXXX XXXX when they called to confirm. Fifth-Third Bank did not call me, however. I called my husband and we met at the closest Fifth-Third Bank branch ( around XXXX a.m. on XX/XX/year> ). We asked to speak with an office XXXX. She instructed that I had to call the Fraud Department, and that she couldn't help me directly. We sat in her office and I called. She told me to tell them " No '' to any of the questions. Unfortunately, the kind woman I spoke with on the phone had a very strong XXXX accent. I couldn't understand the questions she asked about the fraudulent charges. She stated that she could not repeat the questions. ( I teach XXXX as a XXXX XXXX at the university level, so usually this is not a concern. However, her accent was very thick. ) The XXXX gave us the case number. She stated that some of the money had already gone through even though I had texted it was unauthorized via the text message from Fifth-Third. We then left the bank. 

That evening, I was able to file a police report about the situation and was able to get the report a few days later and sent it via e-mail ( not secure! ) to the Fraud Department at Fifth-Third and XXXX XXXX. 

On XX/XX/year>, we noticed that the charges on Fifth-Third Bank had been finalized when they could have been stopped the day before. 

I called Fifth-Third and spoke to a gentleman who told me I would get a provisional credit on my account. That credit never happened as well as any communication unless I called them. Meanwhile, I received several letters from XXXX XXXX stating what was happening with the fraud case and the process. 

I received a letter from XXXX XXXX stating that the charges on my case were UNAUTHORIZED and they would credit my account for {$3000.00} ( XXXX {$1500.00} ). Almost 30 days later I received a letter from Fifth-Third stating that the charges were AUTHORIZED and that my claim had been denied. 

I called Fifth-Third that same day ( XX/XX/year> ) to ask why it as denied. I spoke with a manager in the Fraud Department. I explained my situation and she stated that I had filed my case wrong and that she was adding the {$10.00} donation note to my case. She said that the case would be reopened. I called back to Fifth-Third Bank on Thursday, XX/XX/year> and was told by a different person that they were waiting to hear back from the vendor which clearly does not exist. 

Clearly, this was a fraudulent act and XXXX XXXX said was UNAUTHORIZED. I would like for my case with Fifth-Third Bank to be rectified in the same manner.

Company response to consumer: Closed with explanation