Consumer complaint received 2025-12-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: FIFTH THIRD FINANCIAL CORPORATION
State: NC

Complaint narrative:
I have been a loyal customer of Fifth Third Bank for over XXXX  years. In XX/XX/XXXX, after I reported a fraudulent charge on my account, Fifth Third Bank issued me a new debit card. However, from XX/XX/XXXX to XX/XX/XXXX, someone was able to use this newly issued debit card to make several XXXX dollars in unauthorized purchases. These transactions seemed to mirror my legitimate spending habits, which suggests the fraudster was monitoring my account activity. 

Despite me reporting these fraudulent charges, Fifth Third Bank repeatedly denied my dispute claims and withdrew provisional credits after initially issuing them. Specifically, on the following dates : XX/XX/XXXX XXXX credit withdrawn ( {$6.00} ) Fifth Third Bank claimed the transaction was " valid '' based on their research. 

XX/XX/XXXX Provisional credit withdrawn ( {$6.00} ) Fifth Third Bank claimed the transaction was " valid '' based on their research. 

XX/XX/XXXX Provisional credit withdrawn ( {$240.00} ) Fifth Third Bank claimed the transaction was " valid '' based on their research. 

XX/XX/XXXX Provisional credit withdrawn ( {$1200.00} ) Fifth Third Bank claimed the transaction was " valid '' based on their research. 

On XX/XX/XXXX, Fifth Third Bank responded with : " Because of the delay in submitting this dispute, we are not able to assist with the entire claim as some of these charges could have been prevented. '' This was in reference to charges made on XX/XX/XXXX and XX/XX/XXXX, both for {$24.00}. However, as I stated during my fraudulent charge claim with Fifth Third Bank on or about XX/XX/XXXX, I was hospitalized throughout the entire month of XX/XX/XXXX, and I was unable to report these transactions sooner. 

The fraudulent purchases and recurring overdraft fees from these disputed transactions have been staggering, taking a significant portion of my XXXX  XXXX income each month, which has further worsened my financial situation.XXXXFifth Third Bank has deliberately lied in claiming that it is impossible for them to distinguish between purchases made with a physical debit card and those made through a digital wallet ( such as XXXX XXXX or XXXX XXXX ). They also falsely stated that Fifth Third Bank does not offer a service that allows digital wallets as a payment method. This was not only misleading but also patent lies. 

Fifth Third Bank customer representatives took advantage of my age and lack of technological familiarity, assuming that I wouldnt question or challenge their blatant lies. When I asked for help understanding these charges and withdrawn provisionary credits, I was given false and misleading information that I trusted in good faith as coming from a reputable federal bank. 

I am XXXX and require constant assistance with basic activities like meal preparation, bathing, dressing, and using the bathroom. My XXXX is my primary caregiver, and we have been homeless since XX/XX/XXXX, living in a car. This means we are forced to choose between food, medications, and gas for the car, while basic necessities like shelter, hygiene, and electricity are luxuries we cant afford. 

Fifth Third Bank 's failure to resolve these disputes and the repeated withdrawal of provisional credits has left us in a life-threatening situation. 

On top of this, when I reached out to Fifth Third Bank for help, Fifth Third Bank 's representatives refused to escalate my concerns, even after I clearly explained the urgency of our situation. When I asked to speak with a XXXX, I was put on hold and told I was being transferred to the XXXX of the representative I was speaking to. When I asked for this persons name and identification number, she gave me the same name as the woman who I had just been speaking to. The representative then muted her end of the call multiple times, I believe in an attempt to get me to hang up the call first. When I asked her to make a note on my account regarding this entire interaction, she refused to read back her documentation or show any proof that it was documented accurately. Finally, she disconnected the call completely. Despite spending nearly XXXX hours on the phone with this representative as well as explaining the severity of the situation, I received no help or meaningful resolution. I was fortunate enough to have the foresight to record part of this phone call documenting everything that I have claimed above and would be happy to submit it as evidence. 


Key Details : -- XX/XX/XXXX A fraudulent charge was reported, and a new card was issued. 
-- XX/XX/XXXX to XX/XX/XXXX Several XXXX dollars in fraudulent purchases were made using the new card. 
-- XX/XX/XXXX Provisional credit withdrawn ( {$6.00} ) Fifth Third Bank claimed the transaction was " valid '' based on their research. 
-- XX/XX/XXXX Provisional credit withdrawn ( {$6.00} ) Fifth Third Bank claimed the transaction was " valid '' based on their research. 
-- XX/XX/XXXX Provisional credit withdrawn ( {$240.00} ) Fifth Third Bank claimed the transaction was " valid '' based on their research. 
-- XX/XX/XXXX Provisional credit withdrawn ( {$1200.00} ) Fifth Third Bank claimed the transaction was " valid '' based on their research. 
-- XX/XX/XXXX Fifth Third Bank claimed the dispute was " reported too late '' and that some charges " could have been prevented. '' This was for charges on XX/XX/XXXX and XX/XX/XXXX. 
-- Fifth Third Bank denied my dispute claims and withdrew provisional credits, with no meaningful explanation. 
-- The fraudulent purchases and recurring overdraft fees have taken a significant portion of my XXXX XXXX income. 
-- I have been a loyal customer of Fifth Third Bank for over XXXX years. 
-- I am XXXX, XXXXXXXX, and homeless, with my daughter as my primary caregiver. 
-- Fifth Third Bank has repeatedly refused to escalate my concerns and has failed to offer assistance despite the life-threatening nature of my situation. 

Whats Missing : XXXX. Exact totals for fraudulent charges on the XX/XX/XXXX card, since I haven't been able to go through everything yet due to limited access. 
XXXX. Further breakdown of overdraft fees, which I still dont have the full record of. 
XXXX. XXXX XXXX : In XX/XX/XXXX, when the fraud was reported again, Fifth Third Bank issued me a new card. However, there are believed to be fraudulent charges on this new card as well. Unfortunately, I have not been able to fully review these transactions because of ongoing hospitalizations and lack of access to reliable electricity and Wi-Fi. This means XXXX unable to investigate how far back these fraudulent charges go or the total amount that has been stolen, but I believe they are part of an ongoing issue with the security of my account.

Company response to consumer: Closed with explanation