Consumer complaint received 2018-12-22 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened as result of identity theft or fraud
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IL

Complaint narrative:
On XX/XX/2018 I became aware that my Identity was being used to open and attain credit card accounts through the " XXXX '' service. 
On XX/XX/2018 I went to a post office explaining that I was a victim of identity theft and I needed to change my address. With I.D . in hand I handed over the appropriate address change card. 
A result of my change of address was the suspect was notified by procedure via the mail that I was changing my address. 
On XX/XX/2018 I called Fifth Third Bank @ XXXX and spoke to XXXX and XXXX, who did give me a future contact number of a dispute line XXXX and eventually with a case #. 
During that call I informed them that my identity had been stolen, I did not apply for the card/account, they have a fraudulent application in my name. I gave my name and personnel information, notified of my actual address and a phone number so that I could be reached in the future. 
They confirmed the location of billing address and the last four numbers in the contact phone number. They said they would start an investigation, though they would not provide me with any documents to assist me in my own investigation, and the investigation would take thirty to forty-five days to resolve the discrepancies. That I should be in contact with level two investigative personnel in the future. 
That call was @ XXXX for 31 min. 36 sec. 
On XX/XX/2018 The suspect opened a PO Box in her name and placed my name as a user in her local facility, then proceeded to go to another Post Office and re-change my address to her post office box. The Post Office did not notify me of this change to my mail delivery, which my dispute mail was then sent, opened by her giving her notification of my claim of identity theft. I believe this is how, due to the alert, that she contacted the bank and put 'Password Protection ' on the account. Thus locking me out so the bank no longer would associate with me. No correspondence was sent to the address that I provided on my initial call on XX/XX/2018. 
On XX/XX/2018 I was told of the fraudulent address change by the USPS that occurred XX/XX/2018, and that is where my mail has been going. 
On XX/XX/2018 I was in contact with the Postal Inspection Service, received my first case number from them. 
On XX/XX/2018 I contacted Fifth Third Bank, notified them that some more foolery may have been done due to the fraudulent address change. 
They told me in response to the case number I had from them, the Dispute Case was denied, the application was a pre-approved format which means the mail, and the signatures matched?

They CSR XXXX informed me that the address had been changed on XX/XX/2018, and the account was now 'Password Protected, without the password no discussion was to be had.

I requested that any video footage of the suspect in any bank be preserved for future review, the CSR had never had that request before but would note my request. I figured there was a possibility the suspect may have hand delivered the application to the bank or changed the address on me in a brick and mortar location. 
On XX/XX/2018 at the XXXX Fifth Third Bank location I met with the personnel banker XXXX XXXX, explained my dilemma and showed my ID to prove my claims. 
I received a copy of the preapproved application form which had a signature that did not match a sample of three signatures I presented prior to receiving the copied form. Received some additional paperwork copies, resubmitted my contact information for him to put directly into the system, and placed my own 'Password Protection ' on the account. 
On XX/XX/2018 I received Post Office forwarded mail that was sent on XX/XX/2018 to the suspects address and not to the address that was provided in person at the bank. 
I believe Fifth Third Bank continues to contact the suspect to circumvent my efforts to protect myself and resolve this disturbing and tremendous time-consuming issue.

Company response to consumer: Closed with non-monetary relief