Consumer complaint received 2024-01-04 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: IN

Complaint narrative:
On XX/XX/XXXX my checking account was debited for 9 transactions all to XXXX for the following amounts : {$3100.00}, {$3600.00}, {$1900.00}, {$1700.00}, {$1700.00}, {$1700.00}, {$1700.00}, {$1600.00}, and {$1200.00}. I immediately called fifth third and reported this as fraud and that I did not approve these. I was told that they are all pending and will fall off due to me closing the debit card due to fraud. That night at midnight the entire {$18000.00} was removed from my account, it had drained my checking and due to overdraft protection, it started to pull from my savings. I went into my bank asking questions, they instructed me to open dispute cases on these transactions. They would in turn place a hold on the account and place a negative {$500000.00} dollar amount in the account to alert any teller it was under fraud investigation if a debit was to hit. The following case files were opened XXXX, XXXX, XXXX, and XXXX. I was then informed I would be granted a provisional credit of {$18000.00} in 8 days in order to pay my bills and accomplish daily activities. These 4 files were only open for a few days, with no phone call or communication I called fifth third fraud department to ask the status, I then find out that these files were all denied due to the fact that I had prior interaction and dealings with the vendor that was tied to the transactions ( XXXX ). Think about that for a minute, I then explained how ignorant that reasoning was and demanded a supervisor. At this time, I was advised by a bank officer of Fifth Third by the name of XXXX XXXX that I should call the police and obtain a police report. I obtained that report immediately ( Case # XXXX ). My 4 cases were reopened on the XXXX of XXXX, I was told that the provisional credit no longer applied to my case because it was originally denied, fifth third now explained that they have 30 days as of the XXXX of XXXX to give me an answer as to if my {$18000.00} will ever be recovered. I was then asked to submit any emails or proof from XXXX that this was fraud. My XXXX account was hacked, and 2 step verification had been turned off, all contact info had been changed, when I call XXXX, they then ask me to verify my account, I am unable to verify it's my account because all credentials have been changed. At this point I am getting junk mail from XXXX stating that the product purchased is unable to be shipped due to no payment form on file because I cancelled the card back on XX/XX/XXXX. I can see the items and the online store they are being purchased from. I printed these emails out along with the police report and sent these to Fifth Third. Now it seems we wait, without any phone calls or communication I go back into my local branch only to find out that nothing has been done, it is now XX/XX/XXXX. I am working with a local representative in the bank by the name of XXXX XXXX, he has called the fraud department on speaker with me in the room the fraud department informs him that no paperwork or emails have been received from me. As stated earlier in the report here back on XX/XX/XXXX numerous items were sent to Fifth Third Fraud department, in fact they were sent to XXXX with case # XXXX in the subject line. This Fraud department rep that XXXX and I are talking to on speaker goes on to explain they do not have this info. I have read reports in my email to prove they were accepted on the XXXX. XXXX then asks me for all the copies, he then scans them in and re-emails them to XXXX including the police report. I am then told again that I have 30 days as of the re-opening of the files on XX/XX/XXXX to sit and wait, in the meantime the provisional credit that regulation E states I am entitled to put forth by the Federal reserve board is still being denied to me based on the fact that I have had prior interactions with the vendor in question, ( XXXX ). It is now XX/XX/2024, XXXX calendar days from the fraudulent transactions that hit my account at Fifth Third and no communication from Fifth Third to me informing me of any efforts to recover my money. I am issuing this complaint due to the fact that Fifth Third did not follow policies set forth in Regulation E from the Federal Reserve Board to protect consumers and banking customers as myself that use EFTs to transfer money.

Company response to consumer: Closed with explanation