Date Received: 2024-01-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: My business bank account and routing information was obtained by someone in a way that is unknown to me. With this information, fraudulent checks were created and cashed in my name. There were a total of XXXX fraudulent checks, withdrawing a total of {$95000.00} from my business bank account. The XXXX fraudulent checks that were written do not look anything like my real checks. They do not have the same overall outline as Fifth Third bank, they do not have my business name, they have a fraudulent signature that does not look remotely close to mine, additionally they did not include part of my address on the fraudulent checks. The bank did not put a stop to any of these fraudulent checks coming through. These were all very large withdrawals, and there must have been fault in their system, where they did not call or get a hold of me to notify me of any of this occurring. Fifth Third banks only fraud system in place is called check positive pay. With this system, they sent me an automatic email the day that the check was processed, telling me to check my online portal. Fifth third bank gives me a window between XXXX the same day to approve or deny the check. If I do not get to see it in time, the check is processed without my approval. Aside from this system, the bank did not do anything else and did not have anything in place to contact me of large amounts being withdrawn from my account. At the time these checks were processed, I did not approve or deny them coming through. I am a new business owner, I purchased my dental office on XX/XX/2023. Aside from my day to day dentistry, I am extremely busy trying to learn, maintain and care for my new business. I did not have time during the day to be able to approve or deny these messages coming through in the time window given to me. Fifth Third Bank has denied my requests to receive my money back from these fraudulent checks because they stated that I approved of all of these checks to go through. However, I did not approve or deny and certainly would have never approved of these if I had the time to get to them. From speaking on the phone to XXXX XXXX, XXXX Banking XXXX XXXX, he told me that it does not matter how much time has gone by but because of their " check positive pay '' system in place, once the check goes through there is no way they can receive the money back, regardless of if I did not approve of it. I approved of my very first check that came through, which was guided by my banking XXXX, XXXX XXXX, in early XX/XX/2023. After this XXXX payment approval, I was not able to get back to the correct place on the website to be able to approve or deny anything else. I was told over the phone by XXXX XXXX, Senior XXXX of XXXX Banking, that because I approved of one payment in XX/XX/2023, this is is why they denied my request to receive my money back for the fraudulent payments. However, this was a completely different transaction that was completed 2 months prior. With all of this being said, it is very clear that there is extreme fault within Fifth Third 's banking system, that I feel really needs to be looked into. Each banking XXXX that has spoken to me over the phone has forcefully tried to make all of the blame on myself as the client, and tried to eliminate all fault on the bank itself. As part of a banking system, it should be their responsibility to keep my money safe, and have something better in place for fraud than solely " check positive pay ''.
Company Response:
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I hope this letter finds you well. I am writing to express my deep concern and dissatisfaction with the recent handling of my dispute case involving an error with transactions in my checking account. Despite assurances from your representative during a recorded call that my account would be credited within eight business days, I am now facing an unexpected and unwarranted account restriction. This action directly contradicts the federal law, specifically 12 CFR Section 205.11, which clearly mandates that customers should have full access to their funds during the investigation period. Additionally, Fifth Third Bank 's own policies emphasize compliance with all federal laws and guidelines, including 12 CFR Section 205.11. It is disheartening to experience a blatant violation of these regulations : Consumer Liability for Unauthorized Transfers : Electronic Fund Transfer Act - Regulation E Error Resolution Procedures The financial institution may take up to 45 calendar days ( Section 205.11 ( c ) ( 2 ) ) to complete its investigation provided it : Provisionally credits the funds ( including interest, where applicable ) to the consumer 's account within the 10 business-day period ; Advises the consumer within 2 business days of the provisional crediting ; and Gives the consumer full use of the funds during the investigation. I am particularly troubled by the fact that this restriction has been imposed without proper justification or adherence to consumer rights protected under 12 CFR section 205.11 ( c ) ( 2 ). As a working professional with limited availability during banking hours, this situation has placed an undue burden on me, preventing access to essential funds and hindering my ability to manage financial matters promptly.
Company Response:
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-20
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: saw on cr rpt inqury dont kn who this bank or what it was open for
Company Response:
State: TX
Zip: 763XX
Submitted Via: Web
Date Sent: 2024-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/ I XXXX money to a friend using the Fifth Third Bank app. I XXXX {$500.00} and then another {$500.00}. Then on XXXX XXXX XXXX I again used the Fifth Third Bank app to XXXX {$1000.00} to the same person. I again, on XX/XX/ used the Fifth third bank app to XXXX {$1000.00} and on XXXX XXXX XXXX I used the Fifth third Bank app to XXXX another {$1000.00}. All these transfers were to the same person and were sent the same way. The last transfer of {$1000.00} was not received by the friend of mine. I provided the bank with proof from my friends bank that they had indeed received the other payments but not the last {$1000.00}. In talking to the Fifth Third Bank staff, twice it was told to me that all the payments had " received '' by them EXCEPT for that last transfer. It only was tagged as " sent ''. This was their app that I used. I pressed the same button on the app that was the name of my friend with her phone number as the id. The staff at Fifth Third verified the phone number was the same on all transactions. Fifth Third Bank is refusing to give me back the last transfer of {$1000.00}.
Company Response:
State: IN
Zip: 46168
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I was recently the victim of check fraud involving my account with Fifth Third Bank. I have not been satisfied with how this case is being handled by Fifth Third. I expressed my concern of fraud to each of the four representatives that I have now spoken to, yet this case was not investigated timely. Instead, it was quickly denied. I believe this fraud was the direct result of the failure of Fifth Third Bank to 1 ) properly verify identity, and 2 ) verify the validity of the instrument, prior to cashing a fraudulent check. This check scam involves either negligence or potentially involvement by the branch and I feel that it is not being taken seriously by Fifth Third. I have outlined the details of my case below. My purse was stolen on XXXX XXXX, 2024. The theft was immediately reported to the XXXX XXXX Sheriffs Department ( Case ID XXXX ). The wallet in my purse contained my drivers license and my Fifth Third Bank debit card, which is tied to my checking account ( only account I hold at Fifth Third Bank ). My purse did not contain a checkbook. I contacted Fifth Third Bank within a half hour of the incident to inform them of the stolen debit card. On the evening of XXXX XXXX, 2024, I noticed a suspicious transaction on my account for almost the full amount of my checking account balance. It appeared on my mobile app as Return Deposit Item ( s ) Advice : XXXX for - {$2300.00}. My balance prior to this was {$2400.00}. On the morning oXXXX XXXX XXXX, 2024, I contacted Fifth Third Bank to inquire about the transaction. I was told it was a check made out to me and presented in person to a branch in XXXX XXXX, MI. I informed the representative that I had not been to that branch ( its an hour away from me ), did not cash any check, nor do I recognize the name of the person on the check. I communicated very clearly that I believed I was the victim of check fraud. I explained that my purse, including my drivers license and Fifth Third debit card, was stolen. I also expressed concern that the identity of the person cashing that check was not properly verified by the teller. This was not taken seriously by the representative, and I was told there was nothing they could do. I asked to be transferred to someone else who could help and was sent to the Dispute Resolution department. I opened a case ( Case ID : XXXX ) and gave the intake representative all the relevant details outlined above, including the case number for the report filed with the XXXX XXXX XXXX Department. I reiterated my concerns about fraud. My checking account was flagged with a negative $ XXXX balance to stop further withdrawals and I was told I would receive a resolution within 8 business days. I was also told I would receive a form via email to fill out, which the investigation team would use to help investigate the case. The representative noted that it was important that I fill it out and return it as soon as possible to not hold up the case. After not receiving the form to fill out that day, I called the Dispute Resolutions department back on XXXX XXXX, 2024 to confirm my email address ( which was indeed recorded correctly ) and was told that it was a form I would be receiving by mail instead and thus may take longer to receive. On XXXX XXXX, 2024, I still had not received a form to fill out. I called the Dispute Resolution department to check on the status of the above case. I was told at that time that a resolution was reached and that my claim was denied. They informed me that a letter explaining the denial of the claim was issued and mailed on XXXX XXXX, 2024. To reiterate, Fifth Third denied the claim and issued a resolution letter within one day of the case being opened. Additionally, they did not correct the flag on my account after the denial, therefore, I had no way of knowing any status of the claim, nor the ability to access the normal course deposits occurring within my account. The representative told me that the reason for the denial was stated as didnt secure the information for the transaction which the representative interpreted as I didnt secure the checkbook. This suggests the prior representatives of the bank and investigators fundamentally ignored the fraudulent nature of the claim and misunderstood how the bank and my account were defrauded. Clearly, given the thieves knew the balance of my account, they used the stolen card to access my account information within a branch well after I had reported a card stolen. Either the teller ( s ) failed to validate identity multiple times or were complicit in providing. I disputed the denial of the claim, and the representative told me that the case would be reopened for investigation, but that this process could take up to 30 days. I was told I was not permitted to speak directly to the investigations team to review the facts of the case and must wait for a letter in the mail once they reach a resolution on the re-opened case. As of XXXX XXXX, 2024, I have not received a copy of the original denial letter and am unclear on how to follow up given they have not provided any written communication but repeatedly reference written communications. I called back that same day, XXXX XXXX, 2024, to try to speak with someone else and reiterate the facts of the case. I connected with a representative in Dispute Resolution and expressed my concerns that this case was denied so quickly, seemingly without investigation. The representative reviewed the notes on the case and agreed that the case should not have been denied. The representative also shared that the intake notes on the case were very unclear and didnt accurately describe the facts and thus the case was never originally sent for investigation at all. During the call, after going on hold for brief periods, the representative indicated that they spoke directly to a consultant and that they would begin investigations. The representative also reiterated that they now have the additional 30 days to investigate and make a decision. Unfortunately, they did not perform an investigation during the initial 8-day window, and now intend to use an additional 30 days. I expressed my concern of fraud to every representative that I spoke to in this process, and their response has been insufficient for me personally and equally concerning for other potential victims who bank with Fifth Third who havent been willing to advocate for themselves even when the bank is negligent in safeguarding consumer deposits. The intake for this case was not properly done, the communication with me on this case was non-existent, and I was denied access to supporting evidence regarding the denial of the claim, which suggests to me that they have an interest in making this process more difficult for consumers rather than timely investigating on behalf of their depositors. As of this time, I havent received any written or electronic communication acknowledging the claim, the process, or their responsibilities for resolving. I have only received the fraudulent cancelled check in the mail as a matter of normal bank operations. Any verbal communication with representatives has been from my initiation, and its clear that the representatives are confused and inconsistently executing the banks investigative process.
Company Response:
State: MI
Zip: 49506
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/XXXX I had some automatic payments withdrawn from my account, but I was showing a positive balance because the transactions were processing. On XX/XX/XXXX I had put gas to which the transaction did not decline. I also have overdraft protection that allows 24 hours to make a deposit to be able to avoid an overdraft fee. On XX/XX/XXXX I was charged {$37.00} in overdraft fee to which i was willing to pay but then on XX/XX/XXXX I was charged {$74.00} overdraft fee. Then on XX/XX/XXXX again i was charged {$37.00}. I called the bank to advised of a financial hardship to see if I can get the fees reversed, I was told that they could not reverse the fees since they had already done so for me in XX/XX/XXXX so I asked to speak to a supervisor to which i was still told No. So I was able to get some help and bring my account positive, after paying them {$140.00} in fees. Then XX/XX/XXXX I had some payments come out to which I transferred through XXXX some money to be able to keep the account positive and not in negative standing but on XX/XX/XXXX I was charged once again {$74.00} of an overdraft fee. I reached out to the customer service chat and was told that the fees are accurate and that I needed to make either cash deposits or internal transfer to which I did not understand as XXXX is an immediate way to deposit funds to your account. She advised of the banks strict policy of only reversing a fee within the 12 month rolling period. I also have daily pay and pay a fee to be able to have funds deposited immediately. I am a single mom of XXXX with no assistance and I am being charged these outrageous fees that I can not afford.
Company Response:
State: FL
Zip: 34744
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Last XXXX I received promotional checks with 0 % interest rate till XX/XX/year> with a one-time 4 % transaction fee. I used it. Later I found the credit card still charged me some interest. I called the credit card which is issued by 5/3 bank. I was told that the 4 % transfer fee is not at 0 % rate. I looked through the mailer with which the promotional check was sent and there is nowhere stating that the I have to pay an interest for the transfer fee. I got similar offer from other credit card. They did not charge any interest for the transaction fee.
Company Response:
State: WV
Zip: 253XX
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I opened an account with Fifth Third Bank, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX on XX/XX/XXXX Direct Deposit made XX/XX/XXXX. Called Customer Service XX/XX/XXXX after not receiving debit card. on XX/XX/XXXX somebody had activated the card and removed {$2000.00} from the new account. I never received the card. My complaint was denied 3 times. I was told the card was activated properly. Account XXXX XXXX XXXX
Company Response:
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Although, Wrongfully charging fees on my accounts is primary in this complaint against Fifth Third Bank, its vital for me to raise awareness of additional complaints that customers need to know. These complaints include breaching my financial and personal security, failing to protect customers by turning a XXXX eye to these known risks, using harassing tactics to close accounts for raising security breaches, and using false, misleading, and deceptive advertisements promising " banking a fifth third better '' ( See attached word doc for details ). Wrongfully charging fees on my accounts : I have been a client with Fifth Third Bank for over 15 years. Through the course of my relationship with this bank, I have opened multiple lines of offerings from business, savings, personal, and lending accounts. Unfortunately, Ive had ongoing problems with Fifth Third Bank regarding fees, over the years, and I was giving them the benefit of the doubt. Working with them to rectify what I was able to catch in wrongful fees. But the mistakes were increasing, more frequent, and a larger scale. Wrongful fees started when the bank correctly removed the PMI from my mortgage account only to put it back on my account a month later. I had to work with the bank to remove it ; however, I was not reimbursed for the PMI fees wrongfully put back on the account. I also caught the bank charging me {$50.00} for transferring money from the business account to the personal checking account. I worked with the branch manager in XXXX XXXX and no one in corporate could explain why this was happening. I have always over exceeded the average daily balance on my accounts so that the algorithms would not even incur a fee to begin with. The bank advised me that they could only go back a few months to refund these high and unnecessary fees. I know this is incorrect, because they have access to further history and Im unaware of any statute of limitations in reimbursement of the banks mistakes. The bank should have gone back in time and reimbursed all of these outrageous XXXX XXXX-transaction fees but did not. From the beginning and to this day, the bank wrongfully and consistently assesses obscure amounts of fees on my business accounts. I have always developed a good rapport with the Branch Managers because they would have to constantly reverse the fees I would catch on my accounts, that no one could explain why such fees were assed on my accounts in the first place. Notably, this branch has high staff turnover and at least 6 branch mangers in less than 3 years, so I would have to start all over again with new managers to help with my account, which became increasingly exhausting over time. Branch managers would also give me their personal cell numbers in case I needed help with my accounts. Most recently, the bank wrongly started charging {$25.00} on a savings with nearly {$19000.00} in it over the last few months with no rhyme or reason. Again, the bank claimed they could only reverse a few of them and did not refund the rest of them. How long prior to me catching these errors, and how much money did I lose in those {$50.00} fees to transfer my money from one account to another in the same bank? Why is the bank suddenly charging {$25.00} per month on another account? Where did these fees go? I still dont know. How much money have I lost in wrongful fees overtime that I did not catch on all my accounts that were not reimbursed?
Company Response:
State: TN
Zip: 37075
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-19
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: To Whom It May Concern : I recently received a copy of my ( XXXX XXXX XXXX ) credit report, and I noticed a late payment of 30 days posted on my credit report : Fifth Third Bank, N account ending in XXXX for XX/XX/. Fifth Third Bank, N., XXXX XXXX XXXX Your company is in clear violation of the law. Under 15 USC 1681b - permissible purpose of consumer reports, THE LAW CLEARLY STATES : ( a ) IN GENERAL Subject to subsection ( c ) any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 2 ) In accordance with the written instructions of the consumer to whom it relates. Did I give you written instructions to furnish this on my credit report? Furthermore, the FAIR CREDIT REPORTING ACT 15 USC 1681 ( 2 ) ( a ) ( i ) Exclusions from a consumer credit report clearly states : ( 2 ) EXCLUSIONS. Except as provided in paragraph ( 3 ), the term consumer report does not include ( A ) Subject to section 1681s-3 of this title, any ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report. 15 USC 6802 ( b ) ( c ) states that 'A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unlessthe consumer is given an explanation of how the consumer can exercise that nondisclosure option. ' ( Furnisher of information to credit agencies ) XXXX XXXX XXXX nor Fifth Third Bank NEVER informed me of my right to exercise my nondisclosure option. Not only that, 15 USC 1681C ( a ) ( 5 ) states : 'Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information : Any other adverse item of information, other than records of convictions of crimes which antedate the report by more than seven years. ' This account is an adverse item they are reporting again without my permission, which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states : 'A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states : 'Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. ' XXXX and XXXX are not maintaining reasonable procedures. Also, 12 CFR 1016.7 states that 'A consumer may exercise the right to opt-out at any time. ' I am opting out of your reporting services for the XXXX XXXX, 30 day late payment on account ending in XXXX per 15 USC 6802 & 16 CFR 313.7. Delete the above late payment for account ending in XXXX for XX/XX/ from my consumer report, this agency is in violation of 15 USC 1681. Failure to respond satisfactorily with deletion of the above referenced account, and send out a free copy of my report after the changes have been made will result in legal actions being taken against your company, for which I will also be seeking { {$1000.00} } per violation for : 1. Defamation of Character ( per se ) 2. Negligent Enablement of Identity Fraud 3. Fair Debt Collections Practices Act 15 USC 1692g violations. 4. Fair Credit Reporting Act 15USC 1681 violations for willful noncompliance - 616. Civil liability for willful noncompliance [ 15 U.S.C. 1681n ]
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A