Consumer complaint received 2021-03-07
Company: FIFTH THIRD FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
To whom it may concern, I Bank at 5/3 Bank located at XXXX XXXX XXXX. XXXX NC XXXX. On XX/XX/XXXX I Rented a Car from XXXX XXXX XXXX XXXX  because my own car was in the Shop for repairs. On the day of the Rental I paid XXXX with my Bank Debit Card. I Rented the Car for another 5 consecutive weeks which I also paid for with the same card. Those payments were as follows : XX/XX/XXXX - XXXX, XX/XX/XXXX - XXXX, XXXX - XXXX, XX/XX/XXXX - XXXX, and XX/XX/XXXX - XXXX. The total of these payments came to XXXX. These payments were to be kept on 'Hold ' at the Bank as my Deposit on the Car. I saw these payments deducted from my Account information on each date that I made the transaction because I am set up for Text Alerts every time money is withdrawn from my Account. I also knew that when I returned the Rental Car, XXXX XXXX XXXX XXXX would post the money that I owed for the Rental to my Account. However, at the same time, the Bank was supposed to release the 'Hold ' on all the Deposits I had made which would, in turn, cover the cost of the Rental and clear my Account. The issue is, the Bank posted the Bill for the Rental from XXXX but they didn't release the Hold on all of my Deposits. The Bank also cleared my Account of all the above transactions so that there is no record of any of it taking place in spite of the fact that XXXX XXXX XXXX XXXX has a record of ALL OF IT and the Bank will not return my money. They are claiming that since they don't have these transactions in my Bank Statement, XXXX XXXX XXXX XXXX must have it. I was sitting with the Bank Representative when he called XXXX XXXX XXXX XXXX and itemized every transaction I had made with my Bank Card but due to him not seeing these transactions on any of my Statements, he wasn't able to clear this issue off my Account. However, every time I talk to the CSRs at XXXX XXXX XXXX XXXX, they tell me that the Bank has it because it never left my Account. It was only withdrawn and put on 'Hold ' as a Deposit in case anything happened to the Car. In other words, both parties involved are denying they have my XXXX. This is why I'm reporting 5/3 Bank  because since XXXX XXXX XXXX XXXX has come forward with all of my transactions with them and can prove that they were made with my Bank Debit Card, why then does the Bank itself have no record of these transactions? Why did the Bank erase these transactions from my Bank Statements to cover up the fact that they stole my money. Now they have written me a letter threatening to put me in the Credit Bureau and turn me over to Collections even though they are the ones that caused the problem by stealing my money. There is one more thing that bothers me greatly about this whole situation, XXXX may not be a great deal of money to a Billion Dollar Bank, but it's a XXXX of a lot of money to me. When I called the 'Disputes Department ' of the Bank to try to clear this up and ask them to find out what happened to my money, I got Transferred 3 times and then Hung up on in the end. Does that sound like a good business practice by a company that is claiming to care about their Customers to you?

Company response to consumer: Closed with explanation