Consumer complaint received 2025-01-22 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: OH

Complaint narrative:
I am writing into your office to request your help on an ongoing problem that I can't resolve. Back on XX/XX/XXXX I purchased a portable heater ac unit from XXXX XXXX. This order was posted to my bank account on XX/XX/XXXX. The original delivery date was scheduled for XX/XX/XXXX. I was many of the lucky ones that XXXX would constantly delay the deliveries for days on end. XXXX even had a news story regarding delivery delays due to the large amount of complaints. XXXX claimed they delivered this heater XXXX on XX/XX/XXXX. After checking around my place and also reviewing my security camera footage, this package was never delivered to my place. XXXX also claims that I signed for it under XXXX. My security camera footage shows where the XXXX  driver delivered XXXX boxes, ( XXXX boxes of house plants, and XXXX box of chocolates. ) There was never any footage of the driver having anyone to sign for these boxes. 

I was told by XXXX XXXX to file a missing package claim with FedEx and within XXXX I would receive a full refund. XXXX came and went without any refund or merchandise. I also received an email from XXXX, that XXXX XXXX would need to get involved on their end. Nothing was done from either side. 

I then went to my bank to file a dispute on this charge. This is where these problems got worse. Instead of protecting their bank customers, they allowed fraud to continue. I was never notified from my bank 5/3rd except for XXXX letter stating that they were investigating my dispute and I was allowed to use the provision credit to make purchases or payments. Since I wasn't able to get in contact with their disputes department over the phone and there is no way to file the dispute claim online. I had to go down to the XXXX XXXX  and spoke with personal banker XXXX XXXX to file the dispute for me. This was on XX/XX/XXXX. I brought in all my proof proving my dispute claim. I never heard what was said during the dispute filing or what was put down on the dispute. I couldn't understand why XXXX was acting strangely on how the dispute was being filed. The call was where I wasn't allowed to hear anything being said, but only she could, along with facing away from me to talk very low and mumbling into the phone. This reminded me of someone wanting to hide what they were doing. 
Later on, that night I needed to use my debit card to get gas. I couldn't understand why my card kept coming back declined, when I had the funds in my account. The next day I received an email from 5/3rd bank and I found out that a new debit card was ordered for me. This was a surprise to me, because filing a dispute for an item that you never received wouldn't warrant a new debit to be ordered. This was very embarrassing and very inconvenient to not be told anything and having your card to be declined. 

To protect the banking customer, I feel that the customer should be able to see how the dispute was filed in writing to make sure it was filed correctly. I was never given a dispute number so I never had XXXX under I received my first letter dated XX/XX/XXXX. The original dispute case # XXXX. In this letter it never stated how the dispute was filed so to my mistake of believing my bank was protecting me, I assumed the dispute was filed correctly. 

On XX/XX/XXXX was when my account became overdrawn due to the reversal of the dispute provisional credit. On the transaction history it showed it posted to my account on XX/XX/XXXX. I was never given any warning over this action that was taken unfairly against me. According to the beginning account balance email I received the day of XX/XX/XXXX showed that I never had a negative balance, this only showed a negative balance on XXXX  XX/XX/XXXX. This letter stating that the funds were reversed would not arrive to me until XXXX  XX/XX/XXXX around XXXX PM. I received several documents from 5/3rd bank this same day. My Mom also received a document from her account the same day as mine. This seemed to me like this mail only from 5/3rd was being held up for some time. All our other mail was always being delivered every day and not being held back. 

Due to the winter weather we were receiving I wasn't sure if the bank would be opened on Monday XX/XX/XXXX, so I waited until the next day, Tues XX/XX/XXXX to call the disputes department. I talked to XXXX at XXXX XXXX, to find out why the provisional credit was reversed. I was never given any explanation as to why. The only thing he said was I needed to file a dispute regarding this charge. This confused me since I already had filed a dispute on this. At first XXXX " tried '' to pull up my account using my ss number, then claimed he couldn't find an account under that number or either my account number I provided to him. After I stated that it didn't make any sense as to why he couldn't find my account, when I was reading the account number right from my account. XXXX then miraculously could pull up my account. 

XXXX wanted to know the order date and the delivery date, when I told him it was on XX/XX/XXXX and the delivery date was supposed to be on XX/XX/XXXX. XXXX then wanted to get in an argument with me about the dates I provided him. He claimed it was not possible, since the amount posted to my account on XX/XX/XXXX. I explained that I was reading them off of the order invoice, that also had the tracking info to it. This was really upsetting to me with how 5/3rd was treating me regarding this whole dispute. After XXXX put in the dates he wanted instead of what I said, the dispute was then filed again. The new case # XXXX, which I haven't received any information regarding. 

On XX/XX/XXXX I went to the XXXX XXXX Ohio XXXX XXXX and talked to XXXX XXXX a personal banker. She suggested that I try to contact XXXX XXXX again to try to get my money returned, to see if this problem could get resolved faster. I opened a live chat with XXXX XXXX, where I could have my conversation in writing for proof. After chatting with them later that night I was told I had to go back to my bank to file a dispute. 

On XX/XX/XXXX I went to the XXXX XXXX location and talked to XXXX, a personal banker. XXXX called the disputes department with me, unlike from the XXXX location, the phone call was put on speaker, where I was able to hear what was being said. XXXX was talking clearly and not mumbling into the phone. He also didn't keep his back on me. When the disputes department was questioned why my account was still not credited back, along with why the provisional credit was reversed, they didn't want to give any answers as to why. The disputes department stated on the second dispute filing the provisional credit would be given in XXXX business days from when it was filed. 

As of XX/XX/XXXX no credit was given as stated and my account has still never been corrected. Per the suggestion of XXXX, he wanted me to email the disputes team with some of the proof I had, along with wanting to know why nothing is being done to resolve this matter. I sent over an email on XX/XX/XXXX at XXXX AM. I haven't received any response regarding this dispute in any way. 

On Friday XX/XX/XXXX I was contacted by XXXX as a follow-up to see if the disputes department contacted me regarding resolving this matter. He was very confused as to why I wasn't receiving any answers. I didn't know about the letter I would then receive regarding the first dispute until I got home later on in the evening ( as explained above ). 

On XX/XX/XXXX I received a call from XXXX, a personal banker from the XXXX XXXX location. He was following up to see if the disputes team ever reached out to me yet, since he could see after checking my account that the problem was still never resolved. XXXX then suggested for me to reach out to the disputes department again to get a status update on my dispute case. I was unable to have their department answer the phone. 

I still am unable to pay my bills due to 5/3rd 's negligence and unfair business practices. To cover my bills that still was trying to get through my bank account, the unfair overdraft fees, along with the unfair reversal of the provisional credit, it would take close to XXXX XXXX dollars, this I don't have at the snap of the fingers notice. I feel that 5/3rd bank should have to stand behind paying for these charges and all charges that are associated regarding this unfair treatment. 

I am really hoping you can help me resolve this problem, and where I am able to receive my refunds back.

Company response to consumer: Closed with explanation