First, I've been a custmer of Fifth Third Bank since they were called NBD Bank. Many loans, a mortgage, credit cards, etc have been with them. Beginning in November I have been a victim of debit card fraud amounting to over $1,000 by someone via the internet. I have been working with my local branch on this continued issue. It was a serious nightmare. I closed debit cards, accounts etc trying to get the crooks off my back.
On July 31, I incurred (yet) another fraudulent charge from an internet company for $489. Again, I completed and faxed the appropriate documentation to the Fifth Third Fraud Department. The fraudulent charges went through causing my account to be overdrawn. YES! Fifth Third paid the charges and then charged me overdraft charges every day thereafter!
After 5 attempts to speak with one of the two individuals I usually work with in a week's time, I spoke with another CSR on August 18. She indicated that there was a pending "credit" to my account and that it would soon be over. I was thrilled! On August 19 I logged onto my bank account and found that $454 had been transferred from one of my other bank accounts to the account in question. This left me. 01 in an account that had outstanding checks. I frantically called my local branch and had to leave a message for Ms. Vp. She never called. The office manager called me several hours later and told me that a decision had been made to grant me the credit for the fraudulent charges. YEAH! I was going to get the $489 returned. I asked him who at that branch had authorized the $454 transfer. He said he didn't know, would look into it and return my call. I waited for hours for a call to no avail.
I decided to pay a personal visit to my friends. I asked Mr. Office Manager to provide me with a status. He still had no answers, was very rude and made me feel terrible. I closed my savings account and went to another local bank and opened a new account. Two hours later, I called Mr. Office Manager and asked why I no longer could view the account in question online. He told me the following: "he had a job to do and other customers to assist. That if I wanted him to look into this issue, I really needed to quit calling so that he could do his job." Further, he said "what exactly do you want me to do? I think that we're being cooperative and doing everything we legally can."
I'm no banking professional, but shouldn't THEY be providing ME with answers? The conversation got heated and continued with he making comments as to the number of transfers I've made between my accounts, that I would have to wait up to 60 days to get this resolved. He then told me "we wouldn't even be HAVING this conversation if you would have closed the account back in the fall when this all started." I was livid.
On August 22, I provided written documentation of everything that had happened, the conversations that have taken place and copies of the fraud charges to Ms. Vp. I didn't even receive an acknowledment from her.By this time I had received a letter stating that the $489 had been deposited to my account AND a letter stating that since I had an account overdrawn, they were exercising their rights to "offset" the account with the $454.
I now realized that per their "Error Resolution Procedure" it was coming up on 10 business days that I brought the latest issue to their attention. On August 31 I typed yet another letter. I asked why I hadn't received a written response to my inquiries (they are required to do so you know), why no one has answers, who made the error and why hasn't it been corrected!? No answer.
By this date I am so stressed that I feel as if going to have a heart attack. I'm losing sleep, having to call creditors to let them know I'm going to be late on payments and feeling sick. I've never been treated so terribly in my life. I thought my bank would protect me and help me identify and stop this madness. I was wrong. Oh yes, I actually solved one bogus internet charge of $326 myself by doing a search for the company listed on my bank statement.
It's now Friday, September 2. I couldn't sleep so I got up for the day at 2:10 am. I decided to log onto my account to see if anything happened. To my surprise, there's a "CREDIT MEMO" for $489 that posted last night. Amazing! Where did this come from and from who? No call, no apology no nothing. This has been the worst experience of my life. Because I stayed on top of the situation, chose to document everything, and ask to be kept updated, I have been treated like a bother. These people know me, my family and the company I work for has their accounts there. They used to say hello by name each day I went in.
Now I'm an outcast. I'm not sure what recourse I have but will leave Fifth Third soon. I'll tell anyone and everyone that will listen my story.
SAM
Dublin, Ohio
U.S.A.
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