Consumer complaint received 2026-04-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: FIFTH THIRD FINANCIAL CORPORATION
State: FL

Complaint narrative:
This dispute is with a fraud investigation with our XXXX XXXX account ending in XXXX. On Wednesday, XX/XX/year> there was a withdrawal transaction for XXXX and the check register showed the business as XXXX XXXX XXXX. We are a business with a lot of tranactions. My XXXX manager alerted me that he did not know this vendor and he or his co-worker did not initiate this transaction. There was no one at my company that initiated the transaction. We called XXXX disputes and started a case - phone number XXXX - Case - XXXX. We also contacted 5th Third direct- the business customer service XXXX and our local banker XXXX XXXX XXXX at Fifth Third in XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX was in my check register so I googled the company, and found the number XXXX and talked to XXXX XXXX, the business owner. She said that a customer placed an order- via email- for XXXX then had a lot of unreasonable demands such as shipping the product a certain way out of the country. He used my banking information to pay them via their XXXX XXXX program. Then when she could not meet his demands, he requested a refund, but to a different account. XXXX thought this was suspicious and did not refund the money. I called her on Monday XX/XX/XXXX and XXXX called me back Tuesday XX/XX/XXXX. I told her I had a fraud case pending and that I would give 5th3rd her name and phone number so they could contact her bank and get my money back. She said she would alert her bank. I called 5th 3rd fraud department and gave them the information. After that, I could get no information from 5th 3rd fraud. When I called to get status, customer service only told me they were working on it. After a few days, I asked to speak to a supervisor, who told me the same thing, so I asked to speak to her supervisor- which she said 5th 3rd had 2 days to get back to me. That supervisor called me Friday XX/XX/XXXX and told me that their fraud department called their bank on XXXX XXXX. My banker XXXX XXXX was told by their fraud department that the money would be back in my account by Monday XXXX XXXX. I had my banker call them again today and the fraud department said that since I didn't notifry them within 24 hours, they were not responsible. They told me to get the money back from the merchant myself. I just texted the merchant and asked her to refund the money to my account ( the one that paid her XXXX XXXX invoice ) - it is blocked but can still receive money. I don't know if this vendor will refund me because she has not responded yet. Here is my complaint. XXXX knew their rules from the beginning. Why did they make me wait XXXX weeks and then tell me their rules. I could have had the money back before but since it was initiated as a fraud, I thought it should go through fraud. Also, I got the run around from everyone. Not one person in fraud or in regular banking could help me. I also did the investigation myself. It was a total lack of care or concern and a really terrible excuse for not helping me. XXXX

Company response to consumer: Closed with explanation