Consumer complaint received 2025-08-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: FIFTH THIRD FINANCIAL CORPORATION
State: FL

Complaint narrative:
Beginning in XXXX, XXXX  I went to XXXXXXXX XXXX to purchase custom-cut wood from them and have them deliver it. Three times they failed to fulfill the same project order. I was told they would give me full refunds. They didn't. I put two of these linked transactions into dispute and provided full documentation showing XXXX XXXX  ripped me off. Fifth Third 's disputes department didn't provide me with accurate information, or any information at all, other than me having to repeatedly call the disputes department. I was given contradictory answers by different reps. I emailed follow-ups over and over. It appeared that Fifth Third has an off-shore third party doing their disputes, and they are not competent. My disputes clearly fall within the banking rules and should have been resolved in my favor. Instead, the merchant 's tactics and Fifth Third 's incompetence allegedly ran the clock out so there is no way to get the disputes properly credited to my account. XXXX XXXX  was the original criminal here, but Fifth Third has abetted them. The very long summary of this case is cut and pasted below, and is exactly the same as I repeatedly sent Fifth Third via email. 

real Person XXXX Attachments Wed, XX/XX/XXXX, XXXX to disputeteam Greetings. I spoke with supervisor XXXX two days ago. 
So far in the many months of this dispute, only XXXX and another supervisor, XXXX, have provided useful, accurate information. 
I am sorry to have to keep explaining the same thing over and over, but I do not like getting ripped off by XXXX 's. 
I also see that the disputes process, not the banking rules, are a problem. 
Here again is a summary : * I first went to XXXX 's on XXXX with dimensions for a project involving XXXXXXXX XXXX custom-cutting pieces of plywood and delivering them to me. I paid {$160.00}. I never received the delivery. After many phone calls and finally having to visit the store, I was told that their so-called " XXXX '' had wrongly calculated how much plywood I needed and when they discovered that, without telling me, they canceled the order and issued a refund. 
XXXX  On XXXX, I again attempted to get XXXX XXXX  to sell me the right amount of plywood, custom cut, and delivered. I paid {$240.00}. The plywood was not delivered on time. When it did show up, it was being delivered by a private individual with XXXX, treasonous bumper stickers all over her banged-up truck ; she had no identification of any kind indicating she was connected to XXXX XXXX . I started to question the driver 's presence on my property ; she leapt out of her truck, opened the rear gate and dumped four pieces of UNCUT plywood on my driveway and the street. When I saw the pieces were not cut properly, I told her so, and asked her to take them back to the store. She rudely refused, and sped away. 
* I started calling the store and emailing the store manager XXXX XXXX about the two total failures from XXXXXXXX XXXX He assured me I'd receive a full refund of all charges. It was like pulling teeth to get him to agree to pick up the full-size plywood that should never have been delivered. 
* I had to go back to the store on XXXX to pay for the same order all over again. The cost was {$240.00}. The plywood was not delivered on time, but when it was delivered, one of the four pieces was split and unusable, the other three were cut to the wrong size. Again, store manager said I'd receive a full refund. Also said just keep the plywood, even though I told them to come get it. Was not asked to return it, and could not have, because I don't have a vehicle that large.

* After that, it was impossible to get honest, accurate answers from XXXXXXXX XXXX  about the refunds. XXXX made excuses about why they eventually refunded me only part of the total cost of the second and third orders, saying that refunding the {$79.00} delivery fee for each order would take 2-3 weeks longer than refunding the other part of the order, due to an " IT issue. '' It had nothing to do with any store policy regarding non-refundable delivery fees, or non-return of the defective plywood. 
* The situation became a confusing mess as XXXXXXXX XXXX refused to issue refunds and I put the transactions into dispute. 
* Based on my studying my transaction records, it looks like either XXXXXXXX XXXX or Fifth Third credited me for part of the orders, but later, those credits were reversed. 
* As far as I can determine, I have been charged about {$410.00} for an order that if properly fulfilled would have cost at most {$240.00}. 
* I've provided voluminous documentation including store manager emails and a photo of the split plywood. 
* I explained in an XX/XX/XXXX email that insiders at the store explained how XXXX XXXX tricks dispute departments by flooding the zone with irrelevant paperwork, and lies, determined to run the clock out on the dispute timeline. That is exactly what happened here. 
* If someone can show me that ALL the charges from these three transactions have been credited so I have paid XXXX to XXXX XXXX for them, that's the end of the matter. So far, I have seen no documentation showing that. 
* I am troubled by how the Disputes Department has handled this. I have not been kept informed of what the merchant was claiming. I have been very proactive at countering the merchant 's lies, but the Department apparently believed the lies, took the side of the merchant, and reversed my dispute credits without telling me.

Please : do not close these disputes until you are sure I have all my money refunded and was not re-charged. I have been a Fifth Third customer for nearly two decades and have more than $ XXXX in your bank. I expect professionalism and customer-centeredness. 

Sincerely, XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : Areal Person XXXX Date : Fri, XX/XX/year> at XXXX Subject : Case # XXXX, XX/XX/year> To : XXXX Greetings. I have a couple of insiders at the XXXX 's store that ripped me off, creating these XXXX disputes. Now I understand the tactic XXXX 's is using to lie to you about these transactions : * XXXX of all, they flood the zone with lots of irrelevant paper work such as their undisclosed return policies and other policies that they NEVER told me before I paid for their goods and services in these transactions. 
* They try to confuse the case XXXX with all that paperwork, along with a set of half-truths and outright lies. For example, they claim that their policy is no refunds on delivery fees. XXXX. They refunded me a delivery fee and the XXXX told me the only hold-up was an IT issue, not a policy. Also, there is NO WAY they can legally refuse a delivery fee when the delivery was NEVER made, or the wrong products were delivered, or defective products delivered. 
* They claim that in order for me to get a refund, I would have to return the defective products they delivered. Obviously this is just a canard to place an undue burden on the customer. They know that they delivered me defective plywood not cut to the right sizes, and that the reason I paid for delivery is I have no way of transporting such items. They told me to just keep or dispose of the defective items, refusing to come and pick them up. 
* Let me emphasize again, they are blatant, greedy liars. It's not just my experience with them, take a look at all the negative XXXX reviews for that store location, such as the following. Please don't let this corporate criminal fool you. They owe me a full refund for ALL of the transactions related to the plywood project. 

XXXX XXXX XXXX XXXX XXXX photos a year ago Customer service is horrible... head cashier and assistant store XXXX. Both rude and not helpful. Their merchandise doesn't last long, breaks, and they lie to you about the warranty. Never buy anything here again. XXXX XXXX is better. 
XXXX XXXX XXXX XXXX XXXX photos XXXX weeks ago XXXX Ordered a fridge from XXXX 's. They delivered a damaged fridge 3 times. On the second delivery they damaged the front door. When we finally got a fourth fridge that was working and delivered in new condition, we requested their help to resolve the damaged door. They stated that the only delivery that they would cover was the most recent one and there was no damage at that time therefore the damage did not occur. They did not acknowledge the previous XXXX deliveries. They left us with a damaged front door and the insinuation that we were lying. XXXX 's has lost my business. They could have done the right thing but they chose not to. 

-- -- -- -- -- Forwarded message -- -- -- -- - From : Areal Person XXXX Date : Tue, XX/XX/year> at XXXX Subject : Case # XXXX, XX/XX/year> To : XXXX Greetings : First of all I want to commend the supervisor Neperia. I've talked to so many people in your department about these XXXX XXXX 's disputes but she was the only XXXX who did a deep dive and was candid about what's going wrong. She's a role model for how every dispute team member should be. 

There are generic problems with how the bank 's dispute protocols are implemented. In my case, this is what I've experienced : * no notification of decisions * no explanation of decisions * no rationale provided for decisions * " XXXX '' blindly takes the word of merchant * XXXX not given chance to point out merchant lies. 
* Contradictory information provided by team members. Example, in XXXX day, I was told by different people that disputes were closed, open, reopened. 

I am again asking that before either of these cases is closed, especially if closed in favor of merchant, that I be notified BEFORE the closure and provided specific rationale so I can examine veracity and accuracy. 

The bottom line is that XXXX 's mishandled XXXX separate orders for the same project of mine. They NEVER delivered what I ordered and have caused, are causing a lot of hassles. Further, they blatantly lied to you. Example : they claimed they told me that delivery fees are not refundable. They NEVER told me that, but they did refund XXXX of XXXX delivery fees, showing that their alleged no-refund policy is not a policy. 

Much thanks, XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : Areal Person XXXX Date : Thu, XX/XX/year> at XXXX Subject : Case # XXXX To : XXXX Greetings. I haven't heard about these cases since I called on XX/XX/XXXX and because XXXX 's has flooded the zone with lies, I keep emailing to make sure the facts are clear. 

The bottom line is that XXXX different times I paid for plywood to be cut to a specific size and delivered to me. XXXX different times that did not happen. The third and final order contained XXXX pieces of plywood, all cut to the wrong size, and XXXX was totally unusable. 

I was told I would get a refund for all charges associated with these XXXX orders. Instead, I was given a couple of refunds that were later reversed. 

At present, it looks like I have paid {$410.00} for an order that at most could have cost {$240.00}. 

It might be easier if I talked by phone to the case XXXX, so tell me how to call if that's an option. 

XXXX 's caused me a ton of trouble and ripped me off. I'm glad I have credit card dispute services. 

Sincerely, XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : Areal Person XXXX Date : Thu, XX/XX/year> at XXXX Subject : Case # XXXX To : XXXX Greetings. Sorry to send another email but I talked to a XXXX team member yesterday who told me XXXX 's latest lie is that delivery fees are not refundable and I knew about that ahead of time. That is TOTALLY false. The delivery fee for the XXXX plywood orders that all failed due to XXXX 's incompetence was {$79.00} each time, and they have refunded it once, after a month of waiting. 

The overall picture is that XXXX times stating in late XX/XX/year> I tried to order custom-cut plywood for a project. XXXX 's never delivered the first order or even tried to, but immediately refunded it. They also failed to deliver the second order properly. The third order, they delivered plywood, but all the pieces were the wrong size and one was unusable due to it being split. The photo is attached. 

I was told repeatedly by store XXXX I would receive full refund, but because XXXX 's has rebilled and because Fifth Third reversed another credit, I have paid {$410.00} for an order that was never done right, XXXX times!! 

The entire dossier showing communications with XXXX 's XXXX is below. Please don't believe XXXX 's lies. And whatever you hear from them, tell me, before you close the case in their favor. 
Much thanks. 

Sincerely, XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : Areal Person XXXX Date : Thu, XX/XX/year> at XXXX Subject : Case # XXXX To : XXXX Greetings. I spoke to a very helpful Disputes person yesterday. 
I want to make clear that even though I tried to order custom-cut, delivered plywood from XXXX 's XXXX times, they NEVER delivered what I ordered. 
* The first order was done wrong by them so they canceled it uniltaerally. 
* The second order was done wrong by them and they were supposed to give a total refund. 
* The third order was at least delivered. But there were supposed to be XXXX pieces of plywood all cut to the same size. Instead, there were XXXX pieces cut to different sizes, and XXXX piece that was splitting/unusable. 
* I told the store manger in writer about each incident and problem, and sent a photo of the split piece. He said I would receive a full refund for the plywood and the delivery. 
* What it looks like to me is XXXX 's issued some refunds, then recharged me. By my calculations, they've rebilled me at least {$240.00} + {$160.00}, basically canceling out past refunds and charging me hundreds of dollars for a completely botched series of errors they caused. 
* I looked at the bogus notes provided by XXXX and the merchant bank. They are not honest. Please, before closing this case, tell me exactly what XXXX is claiming, and let me provide feedback. You can not trust them. Thank you for your help. 

Here is the latest email I sent to store XXXX : the ongoing plywood nightmare Areal Person XXXX XXXX to XXXX XXXX XXXX XXXX XXXX XXXX of XXXX. 
You will recall I saw you in the store and thanked you for the refunds you promised. 
Unfortunately, XXXX 's has now rebilled me way more than the cost of any of the XXXX orders. 
You'll also recall that even the third and final order that at least was delivered was defective, in that there were XXXX pieces of plywood, all cut to the wrong size, and XXXX was split. I sent you a photo of the split piece. 
Please contact XXXX 's corporate and ask them to properly credit me. 
At present, XXXX 's is trying to get me to pay at least {$410.00} for an order that was totally mishandled, and even it had been done correctly, I would only owe {$240.00}. 
I continue to shop at XXXX 's, but only because XXXX XXXX is even more unprofessional and corrupt. 
Thanks for your help. 

Cheers, Cheers and thanks, XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : Areal Person XXXX Date : Fri, XX/XX/year> at XXXX Subject : Case # XXXX To : XXXX Greetings. Very sorry to have to revisit this dispute situation involving two different case numbers. 
The briefest summary of this situation is that beginning in late XXXX I tried to purchase materials and delivery of materials from XXXX 's involving them cutting plywood to a specific size. 
The first order ( XXXX ) was done wrong by them and they refunded {$160.00} the same day I placed the order. 
I had to go place the same order again, on XX/XX/XXXX, and this time the amount was XXXX. 
This order also went wrong due to XXXXXXXX XXXX and it was hard to get them to issue a correct refund. 
They issued a partial refund on XXXX, claiming that they had to wait to refund the {$79.00} delivery fee for the second failed order. 
They finally issued the {$79.00} refund on XXXX while at the same time issuing a refund of XXXX. 
I had to go in and do the same order a third time. This time, they delivered the correct number of plywood pieces but the pieces weren't cut to the proper size, and XXXX of them was split. 
The store XXXX said I would be refunded for the bad piece of plywood and the {$79.00} delivery fee. This would have been about {$110.00} total. 
I have never seen that refund. 
In the meantime, on XX/XX/XXXX they recharged me {$240.00} and on XX/XX/XXXX they recharged me {$160.00}. 
Given that I only got one of the three orders I placed, and that that order was supposed to have a partial refund, the total I should have paid XXXXXXXX XXXX for this order is around {$160.00}, but it looks like I've actually paid at least XXXX. 
Note that there is a long email trail below, and a photo of the defective plywood attached. 
Based on what I can see from the case files, XXXXXXXX XXXX  is misrepresenting the situation. 
Before closing the case or accepting what XXXX XXXX says without verifying with me, please contact me. 
I truly appreciate the dispute service. 
Cheers and thanks, XXXX XXXX

Company response to consumer: Closed with explanation