Date Received: 2022-08-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: We experienced wire fraud on from our savings account, in which {$24000.00} was transferred to another 5/3 bank location. We live in Michigan and the wire transfer occurred in Florida. This is clearly fraud. Below is our timeline of exhaustive efforts to get our money back. Thank you for your help!!! Timeline of Fraud Starting balance of savings account was : XXXX After wire fraud and transfer fee left XXXX in account. XXXX XXXX : Wife gets email about changed contact information ( address, phone, email ). XXXX : Wife calls 5/3 talks to representative from phone number provided on 5/3 website. Rep assists in changing contact information back to wifes info. -Both of us are working. I have to badge into Police Department and Courthouse, she drops baby off at XXXX at XXXX ish and has to provide access door code. She also picks him up around XXXX that same day. Works from XXXX. -Wife locked out of account all day despite changing contact info with rep. -Today is the day the wire fraud occurred. XXXX -We close on both houses. No transaction from 5/3 in order to close. After closing we received the difference from the profit on the sale of XXXX house. We both drop it off to 5/3 on XXXX XXXX. in XXXX, XXXX, sign the back and deposit it. Obviously should be on camera. Deposit occurred around XXXX PM. XXXX PM : I check account balances to see if deposited check cleared. Notice that nearly {$25000.00} is missing from savings account. I notice that a wire transfer occurred on XXXX for {$24000.00} and a {$30.00} wire fee. I immediately call 5/3 fraud line, but call center is closed. Wife still can not access her account. XXXX ( day 1-investigation begins ) -I call the fraud line first thing in the morning and keep getting shuffled from person to person. This occurs for XXXX minutes until my call is dropped. I then decide to drive to a branch. XXXX : I speak with XXXX XXXX 5/3 branch. XXXX reports that looking into the wire transfer, it appears that it was a domestic wire transfer to a 5/3 location in Florida. State that someone must have posed as wife. He stated his frustration because the account appeared to be locked at the item of wire transfer. XXXX starts wire fraud investigation and emails XXXX XXXX other banker ) to keep in the loop. XXXX reports he or XXXX will call back later in the day. Suggests filing a police report. -I call dispatch and request to file a fraud report. Later receive a call from XXXX XXXX to file report. XXXX. XXXX requests location of 5/3 bank where the wire was sent. Completed my statement and police report filed under XXXX. -I end up calling XXXX to request 5/3 location where the wire fraud occurred. He sends and email to get the location and I inform him that I have filed a police report. Provide XXXX with the PR number. -wife goes to 5/3 branch and provides photo ID to XXXX XXXX person. -I talk with wife and she informs me that she received and email alert not a text alert on her phone. She XXXX 5/3 bank contact info and calls on Tuesday ( XXXX ). XXXX ( XXXX ) -Collect screenshots of email wife received on the XXXX and fwd to XXXX. XXXX, XXXX wife in email. -Told wife she needs to go to 5/3 and reset her password asap. XXXX ( XXXX ) XXXX : Wife and I go to 5/3 bank and met with XXXX XXXX XXXX close our old accounts and move money to new accounts. XXXX appears concerned but is more concerned with selling us other 5/3 products. Explained to her that we can not even think beyond getting our money back. XXXX provides address of scammer of a XXXX XXXX XXXX, XXXX XXXX, XXXX XXXXXXXX and phone of XXXX. This was the changed info listed on the account. Makes me wonder if 5/3 even ever helped wife change her contact info on the XXXX. I later run this address through XXXX county XXXX tax site and the address comes back to a male. -Sent update to XXXX. XXXX because previous email was in drafts. XXXX ( XXXX ) -Wife was told money wire to 5/3 in Florida and then went into a XXXX account with account holder first name XXXX XXXX Gets contact info for XXXX rep XXXX @ XXXX No response. -Have heard nothing from Bank Protection regarding findings. -None of our debit cards work. Luckily able to activate 5/3 credit card. XXXX ( XXXX ) XXXX AM : Called XXXX at XXXX and left a voicemail. -Wife reports that XXXX XXXX her back and stated that she needed to request a Holds Harmless form 5/3 bank stating that wire transfer was fraudulent. Wife calls and speaks with XXXX from bank protection XXXX. XXXX forwards Wife to the fraud department and states she needs to ask for a provisional credit. Wife ends up being passed from person to person and eventually disconnected. -Dep. XXXX calls reporting that he never received my emails. I review verbally what is going on and then he provides email via text. I can send over my previous emails and screenshots. XXXX. XXXX confirms receipt over text. - XXXX : I call 5/3 fraud detection and hold for over XXXX minutes. Finally got in touch with XXXX from disputes @ about XXXX. Requested update on status of case. She reviewed case. I also asked for provisional credit. She reported that shes having computer issues and is going to speak with a supervisor. She then reports that she can not dispute wire frauds and needs to transfer me to a Wire Frauds Dispute Department. Transfers me there @ XXXX. XXXX answers and reports that this is the commercial fraud department and gives me a number for XXXX, she forwards me, and I release that shes sent me to the beginning of the phone tree again. I have hang up and get back to work. XXXX : XXXX XXXX claim outlining our inability to get a remedy to our wire fraud. ( Complaint ID : XXXX, Date Filed : XXXX ) XXXX : Submit FDIC XXXX outlining our inability to get a remedy to our wire fraud. ( Case # XXXX, Institution name : Fifth Third Bank , National Association, Current Status : Active, Date Submitted XXXX ). XXXX ( XXXX ) - XXXX I called and spoke with XXXX at 5/3 bank XXXX XXXX. XXXX. Requested to speak with either XXXX or XXXX. XXXX reports they are both out of the office. She took my name and number and stated on of them would call me back. XXXX Call to 5/3 bank fraud line at XXXX. Speak with XXXX and placed on hold to speak with my case specialist. First time that Ive heard that my wife and I have a case specialist. XXXX reports that she is connecting me to XXXX who is the case specialist assigned to me. I speak with XXXX. XXXX reported that she is assigned to me and handles all concerns assigned to her through the XXXX XXXX XXXX. XXXX has a copy of my XXXX report and this timeline of who has been contacted. I gave her a run down of our situation. XXXX appears to be genuinely helpful. I discussed with her the holds harmless letter being requested by XXXX at XXXX. She states that she will be focusing on that. I also ask her about the fraud complaint attached to 5/3 bank and ask her what my number is. She reports XXXX. I ask her how long this investigation typically takes, and she reported that essentially with XXXX banks being involved it could take 30 days or longer. But that she tries to close complaints out within 7-10 days. XXXX provides me with a direct phone number to check the status of the fraud investigation. XXXX phone number is XXXX. I told XXXX that I appreciated her time today. She reported that she will keep me updated. XXXX Received a XXXX XXXX at 5/3 following up on my XXXX post on the 5/3 website. Noting that no revealing information was provided during the post. Post made simply to put pressure on 5/3. XXXX reports concern for the case. I tell him that I got off the phone with XXXX the XXXX XXXX. He reported that he knows XXXX. He stated that if there is anything they can do to please call him. I tell him I appreciate his help. XXXX ( XXXX ) XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX ( XXXX ) - Sent email to Fifth Third XXXX XXXX XXXX
Company Response:
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2022-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-30
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/2022 I contacted my banking institute [ XXXX ] to request a replacement debit card as I'd recently lost my wallet. As my payroll was going to be deposited on XX/XX/2022 I paid the additional fee of {$24.00} for expedited processing of 2-3 business days. On about XX/XX/2022 XXXX sent me a text saying a delay had been experienced on their behalf and I would receive my package on or about XX/XX/2022. Subsequently XXXX claimed delivery on XX/XX/2022 at XXXX with no signature being required. I looked everywhere and spoke to my housemates and confirmed no package was delivered to be found. Ultimately on XX/XX/2022 I had to go to my employer and have a card issued so I could finally access my payroll monies. Thru no less than 10 calls with the banking institution I have been told I would receive the {$24.00} back thru reimbursement, that I had to take the matter up with XXXX for reimbursement to Ultimately no reimbursement would be given. XXXX 's policies are that the sender file complaint not the receiver. Subsequently I requested a dispute be filed against that transaction stating I'd paid for services but did not receive them. The institution flat out denied me to file a dispute. Phone calls to the parent company of fifth third bank have proven untruthful because nobody at any level knows of the possessorship.
Company Response:
State: AZ
Zip: 85705
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-29
Issue: Problems at the end of the loan or lease
Subissue: Problem related to refinancing
Consumer Complaint: I refinanced my Fifth Third loan on my XXXX XXXX XXXX through XXXX XXXX. I sent in a check for the sum of {$3500.00} to XXXX XXXX and they made a check for the remainder and sent it to Fifth Third. These checks were received and signed for by someone named XXXX at their overnight payoff address on XX/XX/XXXX. I noticed that they were still not cashed on the XXXX and have been calling for action to be taken repeatedly to no avail. I now have a payment coming up that is due on XX/XX/XXXX to Fifth Third and another for my new lender on XX/XX/XXXX. I asked Fifth Third to reimburse me for the fee to put a stop on my check that I sent and was lost by them and they refused. I also asked if they could temporarily suspend my payment being due which they said they would not. I now have {$1000.00} of payments due next month on a car that is financed for $ XXXX. During this whole process I was hung up on the better part of 4 times, dealt with multiple people in online chat that constantly asked the same question over and over and over and were generally not helpful, and have been incredibly stressed for over a week.
Company Response:
State: WV
Zip: 260XX
Submitted Via: Web
Date Sent: 2022-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am a victim of scam to purchase a puppy where I paid {$300.00} for a puppy and I never received the puppy. I used XXXX through 5th Third for the transaction and XXXX and XXXX are stating that they can not refund the money because they can not get the money from the person the money was sent to. XXXX had returned the funds and then without notice to withdrew the funds from my account. My case number with XXXX is Case XXXX. On XX/XX/XXXX I was in contact with XXXXXXXX XXXX on XXXX who stated they were in XXXX and had these cute little puppies. They had sent pictures. I picked a puppy and sent them a {$300.00} deposit. Once I started to ask if my friend that lives in XXXX could come see the puppy, things went a different way and I realized that I had been scammed. I immediately called my bank and told them that I had been scammed. The opened a case. After 10 days they had returned the {$300.00} to me. On XX/XX/XXXX the withdrew the money from me with no notification. When I called they stated that XXXX could not get the money from the scammer so since I approved the transaction they had to withdraw the money from me. I then tried to contact the scammer and it was a XXXX number and also their XXXX page has been closed. They did text me but of course no resolution.
Company Response:
State: TN
Zip: 37128
Submitted Via: Web
Date Sent: 2022-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-29
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: My Name is XXXX XXXX and I am XXXX of XXXX XXXX XXXX XXXX XXXX XXXX XXXXlocated in FL. I am not sure if you will be able to help but XXXX XXXX XXXX XXXX told me to try here. We have been with Fifth Third bank since XXXX of XXXX after filing for XXXX XXXX XXXX. Our case was dismissed, not discharged, in XXXX of XXXX. We looked into the PPP when it became available and a rep from 5/3 called and did the questionairre on the phone. I told him about the XXXX XXXX and we were accepted with {$110000.00} being deposited in our account. I received emails to apply for forgiveness which both our CPA and I tried to do. I went to the branch and asked a rep and was told he didn't think the portal was open. A few days later I spoke with XXXX XXXX XXXX with 5/3. He also tried the portal which didn't work. We spoke a few more times and he thought maybe it was because of the filing. I received invoice in XXXX and made it and three more payments of {$9100.00} per month hoping we would find out something with XXXX saying it would be returned upon forgiveness. I emailed XXXX and asked for a reduction as that amount was difficult and was told he didn't control that. He suggested I speak with the SBA. I did speak with XXXX XXXX on XX/XX/XXXX and explained it all to him and he emailed me with information with a link to " XXXX XXXX XXXX with XXXX XXXX, XXXX, XXXX XXXX XXXX having infomation pertaining to our situation. I forwarded that to our CPA and to XXXX. Our CPA XXXX XXXX asked me to set up a three way call with XXXX to discuss the problem. I emailed XXXX and again and again. His response was " he was working with management on this. I will get back with you. '' XXXX XXXX, I went into our branch spoke with branch manager who called XXXX and his response was the same. She gave me a fax number that I sent a letter to with no response. Since that time I have emailed him many times ( have emails of ) with no response. Beginning of XXXX received a letter saying we are in default. I called the number on the letter ( XXXX bank ) spoke with a XXXX who told me nothing could be done. Perhaps if I had been able to speak with someone else to give me guidance I wouldn't be here now. The only one who did try to help was the branch manager who was fired two weeks ago-coincidence? I really can not believe that a bank involved in these loans has no knowledge of solutions when problems arise. Now I live in fear that the bank will freeze our account. I really don't know where to turn. I have called a business attorney who said it wasn't their expertise. I have been in touch with XXXX XXXX with SBA who sent me more information. I am hoping you may be able to help. Thank you,
Company Response:
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2022-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: There was an issue with autopay and 5/3rd agreed to remove it but never did. It was payments for the month of XX/XX/XXXX and XX/XX/XXXX XXXX
Company Response:
State: CA
Zip: 913XX
Submitted Via: Web
Date Sent: 2022-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-28
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I tried multiple times to figure out why this account was not closed when I closed it and my bank account in XXXX of XXXX I have spoken to many customer service reps and they transfer me and transfer me and refuse to let me speak to supervisors. They have no explanation other than " you never closed this account '' when I know 100 % that I closed this prepaid card. It now continues to pile up with late payments and interest that I can't afford and never should have been charged when the account was closed prior to any of these charges.
Company Response:
State: MI
Zip: 49548
Submitted Via: Web
Date Sent: 2022-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: AROUND EARLY XX/XX/2022 I RECEIVED A NOTIFICATION OF A NEW FRAUDULENT ACCOUNT OPENED AND REPORTED ON MY CREDIT PROFILE BY THE NAME OF " XXXX XXXX. UPON RESEARCH THIS ACCOUNT SHOWS IT WAS OPEN XX/XX/2022, BUT IT JUST WAS REPORTING TO THE CREDIT BUREAUS IN XX/XX/2022. I CALLED THE PHONE NUMBER OF THE " XXXX XXXX '' ( XXXX ) XXXX XXXX BUT DID NOT RECEIVE A LIVE PERSON AND GOES TO AN AUTOMATED MACHINE WHEN I TRIED TO REPORT THE FRAUDULENT ACCOUNT. I HAVE BEEN DEALING WITH THESE FRAUDULENT APPLICATIONS BEING SUBMITTED ON MY BEHALF ALONG WITH MY MAIL BEING STOLEN FOR QUITE SOME TIME NOW. I HAVE NOTIFIED THE XXXX POLICE DEPARTMENT, FTC, UNITED POSTAL POLICE, AND NOW THE CFPB WHICH IS ATTACHED. AFTER ANALYZING MY ACCOUNTS AND STATEMENTS I'VE TO REALIZED FUNDS WAS WITHDRAWN FROM MY FIFTH THIRD BANK ACCOUNT IN THE AMOUNT OF : {$8500.00} ON XX/XX/2022 {$200.00} ON XX/XX/2022 {$500.00} ON XXXX XXXX {$8500.00} ON XXXX XXXX {$6000.00} ON XXXX XXXX I HAVE CALLED AND NOTIFIED THE FIFTH THIRD BANK ABOUT THIS MATTER WHICH PUT MY ACCOUNT IN A NEGATIVE BALANCE.
Company Response:
State: FL
Zip: 33138
Submitted Via: Web
Date Sent: 2022-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-27
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened a checking and savings account with Fifth Third bank on XX/XX/XXXX. It was immediately flagged as fraudulent and I can not log in online. I have been on hold to try to get it unlocked for XXXX hours. I have talked and complained many times. Never able to talk to anyone. Hung up on several times. I am now getting emails saying my account is overdrawn. I want to close my account but I am told I have to also wait on hold to on this line just to close my account. I don't know what to do. I am not even sure if there is someone that works in this fraud department. I don't think if I even go into the bank I can solve this problem.
Company Response:
State: TN
Zip: 37206
Submitted Via: Web
Date Sent: 2022-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-25
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: I received a call from supposed debt collector law firm XXXX XXXX and XXXX ( XXXX ), and a very aggressive man who said his name was XXXX XXXX called threatening me about an account I had from Fifth Third Bank in 2009. It claims to be a law firm handling an account that was delinquent over XXXX years ago. He stated my social security number, as well as the person who I opened the account with, and offered to settle the debt for a lower amount. I am in the process of making a large purchase and was afraid this was negatively impact my credit, but after taking the call, I realized how much was wrong with the call, including the fact that I paid the debt years ago. The documents sent over are fraudulent, the website is fraudulent, and now when I try to call back, no one answers.
Company Response:
State: FL
Zip: 32806
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A