Consumer complaint received 2025-12-04 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: AZ

Complaint narrative:
on XX/XX/XXXX there were XXXX unauthorized ATM withdrawl transactions of {$60.00} each transaction for a total of {$480.00} from my then 5/3rd checking account ending in XXXX. I have been disputing these transactions since XXXX. In XXXX I spoke to a manger named XXXX XXXX, who had informed me the decision was based on the information they gathered during my call to report the unauthorized transactions. I informed her I had still photos of the unauthorized person making the unauthorized transactions that I obtained from the Branch Manager where the transactions occurred XXXX XXXX XXXX, XXXX, IL XXXX. She gave me a fax number to send the photos of ( XXXX ) XXXX, which I faxed over the photo 's and the police report no. XXXX. They still denied to reimburse me citing they had nothing new on file. I called back in XX/XX/XXXX and had the case reopened, then I ended up selling my home & moving to Arizona. I have been going back and forth with them about my dispute. 

More recently this XX/XX/XXXX I did a F.O.I.A. for the police report I filed from XXXX IL Police Department. I called and spoke to XXXX representatives on XX/XX/XXXX who stated that " the complaint had been closed and that the bank declined to reimburse my funds. If I had new information, they could re-open the dispute claim. I then spoke to a Manager named XXXX in disputes on XX/XX/XXXX who confirmed to me that my file with them did not contain the police report nor the photos I sent back in XXXX. She gave me instructions on how to send the police report, which I sent on XX/XX/XXXX. I called disputes center back on XX/XX/XXXX and was told by another supervisor that XXXX did reopen my dispute and that it would take a few weeks to come to a determination. 

On XX/XX/XXXX I received a packet from XXXX bank that read : " Based on our review of the information we received, your dispute has been denied, and you are responsible for the transaction activity. We made this decision because ; We've confirmed with our Disputes Resolution Department that an investigation related to a PRIOR dispute has been completed. Please see enclosed letter regarding outcome. The letter went on to say : We've confirmed that information provided to XXXX, a consumer reporting agency for deposit accounts. was accurate. Therefore we can't complete your request to remove the reporting. '' " Wev also confirmed that there is no information in XXXX XXXX XXXX a consumer reporting agency for deposit accounts associated with this account. In addition, we have confirmed our records are correct. The amount owed for this account is {$690.00}. '' Firstly when those unauthorized transactions took place by an unauthorized person I had over {$1000.00} in my account. Those unauthorized transactions totaling {$480.00} diminished the amount I had in my account. During my dispute with them back in XXXX I had auto withdrawls from billing vendors deducted which then XXXX my account negative. 5/3 at no point in time has ever reimbursed me the {$480.00} that is also included in the XXXX page Police Report. They then turned around and stated that I owe them monies. This is ludacris. 

I called Disputes back again on XX/XX/XXXX XXXX. and spoke to another manager named XXXX whom I asked how is it possible that I received such a quick denial letter via USPS when I literally just reopened my case. She informed me that the response I received was likely sent in error and to disregard the reponse I received as she could see on her end that the case had been reopened and that it would take a few weeks. 

On XX/XX/XXXX I called Disputes center again and spoke to a manager named XXXX whom I verified with her that XXXX had in fact received the police report XXXX. I asked her to please notate that XXXX per the police report failed to comply with the full response the XXXX demanded they supply to the XXXX Police Department, as well as, previosuly failed to attach the still photo 's and the original police report # that I faxed to XXXX back in XXXX to verify that these unauthorized transactions were criminal and a warrant was issued for the arrest of the person in the still photo 's. ( This is person is a transient and now has multiple warrants out but has yet to be recovered into custody ). XXXX stated she would make detailed notes. She also informed me that due to the date they reopend the dispute case of XX/XX/XXXX the investigation and response would take upto 30 days. 

I continued to call disputes periodically through end of XX/XX/XXXX through XX/XX/XXXX. I finally managed to get a hold of XXXX the manager in disputes again and she informed mr that my dispute was once again denied and that I would receive something in the mail. I ascertained from her that the reason for denial remains the exact same, they determined from prior information the original phone call I made to disputre the claim in XXXX when I informed them that I had the chipped debit card in my possesion they had to deny the dispute. I did in fact have the card back in my possesion but that was part of the reporting to them and within the Police Report that without my Knowledge and without My Authorization my debit card was taken from my wallet and used to make unauthorized XXXX {$60.00} each transactions for a total of {$480.00} and then likely secretly returned the debit card back to my wallet. 

I maintain the removal of my debit card without my knowledge or authorization was taken and then was used to make unauthorized transactions at an atm totaling {$480.00} that 5/3 at no point in time has ever reimbursed me for those monies. That is also included in the XXXX page police report by the officer.

5/3 has failed me as a consumer a multitude of instances throughout the XXXX years that I have actively been disputing these unauthorized transactions. They failed to investigate appropriately when the initial dispute was filed, they failed to comply fully with the subpoena that did was sent to them ny XXXX Police Department, they failed to even adnit that they never had possesion of the police report that I sent to XXXX XXXX back in XXXX until I resent it on XX/XX/XXXX. They have repeatedly denied my dispute due to PRIOR findings which I am told they do not keep recordings past a year. In any case whether the recording states I indicated that I had my card in my possesion, I don't dispute that - I stipulate that yes my card was in my wallet- The Dispute is that I DID NOT AUTHORIZE the use of my card and I did NOT AUTHORIZE the transactions at any point in time. These were all UNAUTHORIZED and without my knowledge transactions made at an ATM by an UNAUTHORIZED person. 

I simply want my {$480.00} reimbursed to me and this idea that I owe 5/3 monies is not only new news to me but it is also completely a ludacris thought pattern.

Company response to consumer: Closed with explanation