Product: Checking or savings account

On XX/XX/XXXX, I had discovered that I was not able to log into my bank account at 53rd. When I saw that I had called the customer service number to ask them what was going on and why was I not able to access my account. The bank agent informed me that my validate check. That I had looked to do through my mobile bank app had been placed on pause by the Freud department for 53rd. The agent then transferred me over to the Freud department. I had to wait a few minutes which was okay. When I finally got into contact with someone in the Freud department being a lady name XXXX ( She was very rude, not helpful, and very not concerned with assisting me ). She looked to verify me and I informed her that I did not know one question and she then stated to me. We can not help you. You will have to go into a physical 53rd branch. Once she said that I went to a 53rd branch and spoke to a bank teller named XXXX. She had called them and informed them. That she has verified my identity and verified the check that the Freud department was hesitate about deposit. In result, she informed them that they could lift the hold off of my account. The agent then told her that they needed more proof to know where I received my injury settlement check being {$5000.00}. She then stated she would email them the document that I had showing them where I received my {$5000.00} settlement check from which was through a law firm that handled my injury case. XXXX also had XXXX from the law firm that handled my case and had written the check to me on 3-way with the Freud department agent . XXXX informed the Freud agent that she wrote, mailed, and was the law firm that handled my case. She then asked XXXX and the agent who were on the phone what other information did they require to show that the check was valid. The agent informed XXXX and XXXX ( bank teller ) that the letter that XXXX emailed them was enough. They then informed XXXX to tell me that it will only take them 72 hours to review that letter and they would take the hold off of my account. Also, that they would reach out to me personally with an update. Tuesday goes by and I did not receive a call. Then, Wednesday come along and and I still do not receive a call. On XX/XX/XXXX, XXXX, making it 72hrs past the review I still did not get a call with an update. I reached out to them on this day informing them that 72hrs has passed at XXXX. A Freud agent had stated it hasnt gone past 72 hours. He said you had reported this on Tuesday, XX/XX/XXXX, and I informed him that was inaccurate and wrong. I told him about everything that had occurred on Monday. He then said my mistake and we are closing soon. We will contact you tomorrow with an update before or by XXXX. It get close to XXXX and no call from 53rd Freud Department at all. Therefore, I called them myself and and agent was still not being helpful. He stated that looking at the update. That the agent the pervious day had simply emailed the Review Department to expedite my case. When I asked to speak to a supervisor. He said that all of them were busy. He then said someone will reach out to you by the end of today which I knew was false because they have not kept them promises so far with communication and being helpful. He then stated that the document that was submitted by the Bank XXXX XXXX on Monday was denied. He then requested settlement documents. I was annoyed and frustrated because on Monday they could have received any other documents that they needed because XXXX and XXXX asked them did they need any other documents so that the hold would be lifted by today Friday, XX/XX/XXXX. They informed the bank telller today XXXX that I would receive a call by a supervisor with an update since I have been waiting a long time with assistance by them and since this way have placed my account on hold. No one from the the 53rd Freud department has contacted meat all yet and it is XXXX and their department close at XXXX. I need help with this matter for you side because they are withholding my access to my account and my funds that have been verified by the bank teller and the law firm that issued the check because they were on the phone with them on Monday.