Consumer complaint received 2021-03-06
Company: FIFTH THIRD FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
I was given a XXXX  Card by my employer that contained the rest of my paycheck. 
On XXXX of 2020 I attempted to withdraw the funds from an ATM belonging to XXXX XXXX XXXX in XXXX California. An error occurred where the money I attempted to withdraw ( {$540.00} ) was not physically withdrawn but was deducted from my XXXX  Card via the ATM. I proceeded to withdraw the remainder of funds but could not withdraw the {$540.00} because, as previously stated, the ATM had deducted the funds from my account without actually dispensing the physical funds. I proceeded to contact my Financial Institution ( XXXX XXXX XXXX ) who directed me to contact XXXX  XXXX to rectify the issue. 

I called XXXX  XXXX XXXX customer support number in XXXX of 2020 regarding the scenario ; and, in or around XXXX of 2020, I received a letter from XXXX  XXXX stating that they have concluded their investigation regarding the withdrawal of funds and that the cash amounts in the ATM are balanced and that I am not owed any funds. I then proceeded to rebuttal their decision and mailed back forms to reopen the investigation on or around XXXX - XXXX of 2020. 

In XXXX, My Financial Institution ( XXXX XXXX XXXX ) informed me that on they had contacted their ATM processing department on my behalf and that an adjustment was received on XX/XX/2020 from Co-Op and a charge-back was granted. The dispute was settled on XX/XX/2020. They suggested that I contact XXXX  XXXX  to find out why I had not yet received my funds as both their ATM processing department and the Bank itself had agreed that the ATM had an overage of funds ( due to my money not being dispensed ). To quote XXXX XXXX XXXX " We have done our part by honoring the adjustment ... His FI sent the incoming adjustment to debit us. So they should have some record of this. '' This was the correspondence from XXXX XXXX XXXX to their ATM Adjustment Specialist. 

I have continuously contacted the Customer Support Line of XXXX  XXXX  every month since XXXX of 2020 ( the beginning of the incident ). Each and every time I contact them they begin to tell me that I need to submit a written request. They instruct me to do so via their email ( XXXX ). They then tell me to wait 3-5 business days and to call them back for an update. When I call back to get an update, they tell me that I need to submit a written request ; to which I reply that I have. They then proceed to tell me that I need to submit another one. If I stay on the line for too long, they proceed to hang up on me. This has been an endless cycle for many months. They tell me they'll escalate it and to call back, only to find out nothing has happened and that I need to send another written request. It has reached the point where every time they ask me to submit a written request, I do so and I ensure to Fax them ( Which is money out of my pocket ) all the documentation as well. They proceed to tell me to call back in a few business days only for them to tell me they can not find my Fax documents. I have Faxed them the documents multiple times. I am given promises and assurances that my issue is being taken seriously, but it is extremely clear that it is not. We are in a Global Pandemic, the money they refuse to return to me are funds I am in desperate need of. XXXX XXXX XXXX and their ATM Department are already in agreement with me ; it is XXXX XXXX who refuses to do their part and return my money. As of the time of sending this complaint, I have just gotten off the phone with XXXX XXXX. After speaking with their supervisor, their recommendation is to email them the written request again and that my issue is being escalated. I will continue to follow up with them ; however, I can already confirm my issue will not be resolved by them as they do not seem to care about my case at all. 
Attached below are several correspondences as well as receipts of Faxes and dates. 

My only hope is they do the right thing and return my hard earned money.

Company response to consumer: Closed with explanation