Consumer complaint received 2023-11-20
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened a new account with fifth third bank around XXXX. Other than a {$10.00} cash deposit, i hadnt used the account for any deposits or purchases. Last week, I made my first larger deposit via ATM ( as the bank just closed ). I deposited {$500.00} in cash as well as 2 checks, 1 personal check from my XXXX for {$200.00}, and XXXX business check from my local fairgrounds for {$330.00}. 
XXXX or 3 days later, I tried to access my account via phone app to see if the checks had cleared yet. I didn't want to go to the bank for a cashier 's check if the funds weren't available yet. I was locked out of my account and when I tried the customer service phone number it said I was locked out and could not access my account. So I went into a local branch to sit with a banker and see what was wrong. She called their fraud department and they advised her that my account has been frozen bc they were " unable to verify the funds were intended for me. '' I was able to answer every security question they had for me, but said that wasn't enough. I would have to have my mother 's bank send them a copy of her bank statement showing the check had cleared her account. Then for the business check, I would need to provide a copy of the check stub that the check came with. I literally just threw the check stub away so I no longer had it. They said I would need to get a new one from the fair before my account would be released. I went ahead and called the fraud department number once I got back to my car. I spoke with a rep who only continued to say the same thing regarding their need for these documents to verify if these checks were actually intended for me or not. I then demanded to speak with a supervisor. The supervisor informed me of the same information and there was no other way or verification that I could do. When I said that wasn't acceptable, the supervisor said " either you give us the XXXX documents that we require or we will close your account and you will get nothing. '' I informed the supervisor that was blackmail and highly illegal. I also asked the supervisor why they wouldnt just put a XXXX business day hold on the checks if they were concerned for any reason. He said that wasnt possible. He repeated himself saying to give them the documents or I wouldn't receive any funds, then hung up on me. I called a banker in XXXX that helped me initially to set up my account and she confirmed that the fraud company that they partner with had flagged my check deposit as counterfit. She even tried calling them to reason with them but she said they were nothing but rude with her as well and refused to release my account under any other remedy. My mother did try to go to her bank today to get the " statement '' that fifth thirds fraud department is requiring, but her bank advised her not to provide anyone with such sensitive information. They said they have never heard of a financial institution requiring that and that it sound fraudulent to them. They said the check cleared the bank immediately and that fifth third knows that. I don't think I blame them, as the entire situation seems highly illogical to me as well. But now fifth third has the money from my mom 's check sitting in my account and refuses to release those funds to me bc they suspect I'm writing counterfeit checks. They also have the money from the local fair business. So if they can't or won't help me, then I'm truly screwed.

Company response to consumer: Closed with explanation