Consumer complaint received 2023-07-05
Company: FIFTH THIRD FINANCIAL CORPORATION
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
I was sent a check from my uncle for the amount of {$5000.00} for an emergency loan to pay bills after my husband lost his job suddenly. My uncle wrote the check out to my newly married name that has not yet been changed legally, so on Friday, XX/XX/2023, I took the check into a physical Fifth Third Bank branch along with my original marriage license to ask if it was possible to cash the check or not. The branch accepted it, told me it would be okay, and made copies of my marriage license to add to my file along with the check. 

By Monday, XX/XX/2023, all of my accounts with Fifth Third Bank were put on a hold for fraud. Also on Monday, XX/XX/2023, my uncle sent me notification with photo proof that the check was cashed on his end and the money was pulled from his bank account. 

When I contacted Fifth Third Bank regarding my accounts being placed on hold, I was advised that my account had " fraudulent activity '' and was " being recommended for permanent closure. '' I went back to the physical branch I took the check to a few days later, and they advised that they had uploaded the marriage license to the account already, but would send it directly to the Fraud department as well. My accounts were reopened shortly after. 

On Tuesday, XX/XX/2023, I received a letter in the mail dated back to XX/XX/2023 stating my accounts were on hold for fraud, pending closure, etc. This is the ONLY written correspondence I have received from Fifth Third Bank to this day ( today is XX/XX/2023. 

At this point, the money from the check is out of my uncle 's bank account, but not in mine. I inquired about this to Fifth Third multiple times, and got different answers every single time. I was told repeatedly that the check wasn't good and they had " confidential information that the check would not clear. '' My uncle went to his bank, and was informed by his bank that the check was verified and cleared on XX/XX/2023. His bank informed us that they weren't sure why Fifth Third Bank was holding this money. 

After multiple phone calls sometime between XX/XX/2023 and XX/XX/2023, I was told multiple times that the check was going to be returned to the sender, so I waited for that to happen. I was first told it would be returned to my uncle 's account by XX/XX/2023. Then I was told the return was only initiated on XX/XX/2023 and that it would take XXXX business days. I was also at one point told " you're not entitled to this money '' as well as " we don't have to give you a timeline for return. '' On Wednesday, XX/XX/2023, I inquired once more about the status of everything and I was told by the Fraud department that they were still waiting to return the check, that a timeline could not be provided, and if we wanted that to happen faster then my uncle would have to have his bank recall the check. My uncle 's bank informed him that since the check was verified and cleared weeks ago, it would be a long and difficult process and we were better off trying to get my bank to release the funds to me. The fraud department then informed me that I could submit " supporting documents '' to prove I was meant to have the check to remove the hold and release the funds. When asked to clarify, they told me to bring in a copy of my uncle 's bank statement showing the check and proving he had the money in his account to a physical branch, so I did so that day. I waited 24 hours and called to inquire on Thursday, XX/XX/2023, and was told nothing was received. I went back to the bank with another copy, and they scanned it in and emailed the Fraud department again on Friday, XX/XX/2023, and via email, the branch sent me a screenshot of the email they sent. When I had not heard back from anyone by the afternoon of Monday, XX/XX/2023, I called to inquire about the document again and was told it was not sufficient enough. Same day, I contacted my local branch for assistance to see if there was anything else I could do or someone else to speak with. I was told the branch manager would start reaching out to see what else could be done. I never heard back after that. 

On Wednesday, XX/XX/2023, I called the Fraud department again to inquire once more about the return of the check. This is where I was off-handedly informed that my accounts were recommended for permanent closure again on XX/XX/2023. Again, no written communication from Fifth Third Bank is present, and I had no idea of this matter. I was also informed that the check was still in a waiting to be returned status and that they could not give me any form of timeline for return. I was told if we want it returned faster, that my uncle has to have his bank recall the check. 

As of XX/XX/2023, Fifth Third Bank has been holding the amount of {$5000.00} for XXXX business days, with no timeline for when this money will be returned to my uncle, and my accounts are permanently closed once more for fraud that was already disproven.

Company response to consumer: Closed with explanation