Consumer complaint received 2024-12-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IL

Complaint narrative:
I am writing to formally express my frustration and disappointment regarding a fraudulent charge of {$15000.00} on my Fifth Third Bank business checking account and the subsequent mishandling of my case by your team. 

As the owner of a small construction business, I regularly monitor my account activity every 23 days to ensure proper financial oversight. On XX/XX/XXXX, I discovered an unauthorized charge of {$15000.00} labeled as an XXXX XXXX. 

Immediately upon noticing the fraudulent transaction, I called Fifth Third Banks customer service to report the issue. The representative assured me that an investigation would be initiated and that the {$15000.00} would be refunded to my account within three business days. However, when the refund did not materialize, I called back on XX/XX/XXXX, only to learn that the initial representative had mistakenly filed the case under my business savings account rather than my checking account. 

The second representative acknowledged the error, updated the case to reflect the correct account, and reiterated the assurance that my funds would be refunded while the investigation continued. Unfortunately, after another three days without any refund, I called Fifth Third for the third time, only to be informed by a manager in the fraud department that the case had been closed, and my claim was denied because I failed to report the fraudulent charge within 24 hours. 

To further investigate the fraudulent charge on my own, I contacted XXXX XXXX customer service and spoke to several representatives. They confirmed that there was never a payment of {$15000.00} made to any XXXX account under my name. Furthermore, I have never carried a balance of {$15000.00} on any XXXX account. When I asked if Fifth Third Bank had contacted XXXX XXXX or filed a fraud complaint as part of the investigation, I was informed that no such communication or complaint had been made. 

I find this response and lack of action both shocking and unacceptable. As a loyal Fifth Third Bank customer of over 30 years, I have always entrusted the bank with safeguarding my finances. To penalize me for not reporting the fraud within an arbitrary 24-hour windowdespite the fact that I acted immediately upon discovering the transactionis both unethical and unreasonable. 

It is apparent that no thorough investigation was conducted, as your team dismissed my case on a procedural technicality rather than addressing the blatant fraud. Like most individuals and business owners, I am not in a position to monitor my account every few hours, nor should I be expected to. I acted responsibly and reported the issue within three days of discovery, which should be well within a reasonable timeframe for resolving fraudulent activity. 

This situation has caused significant distress and financial strain on my business. I am requesting a proper and thorough investigation into this matter, along with the immediate return of the {$15000.00} that was fraudulently withdrawn from my account. Furthermore, I expect Fifth Third Bank to fulfill its responsibility by filing a formal fraud report with XXXX XXXX, as this is a critical step in resolving the matter. 

I trust Fifth Third Bank to take my concerns seriously and resolve this matter promptly. Please acknowledge receipt of this complaint and provide a timeline for the next steps in addressing my case.

Company response to consumer: Closed with explanation