Consumer complaint received 2020-07-23
Company: FIFTH THIRD FINANCIAL CORPORATION
State: TN
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Trouble using the card
Sub-issue: Problem with direct deposit

Complaint:
I got the XXXX paycard from my employer on XX/XX/20 and activated my card. It was my understanding the card was completely set up and ready to use. I called to see about the early direct deposit the card advertises on XX/XX/20. I was told I had to send in my ID and SSN card. I did. The following pay period, still no early direct deposit. I called again. Was told they didn't receive my documents. So I resent them. This was XX/XX/20. The following pay period, still no early direct deposit. I call again. This was XX/XX/20. They said they didn't receive them again. So I was frustrated. Wondering what was going on. I sent my documents a third time. I waited. I was too angry when I still didn't get my early direct deposit XX/XX/20 to try to speak with them calmly. I called XX/XX/20. I was told the reason they had to have me send the documents was compliance. That my account was not in compliance without those documents. What? I have been using this account since my first check ( XX/XX/20 ) was deposited on it. How have I been using an account that they KNOW is not in compliance for almost two months?!? The agent tried to tell me compliance doesn't apply to the limited account ( the only difference I was told at that time for the upgraded account was early direct deposit ). I asked how it was different. It just is was the answer I was given. I explained I knew that wasn't how compliance worked in the financial world. They had to have my name, address, date of birth, and social to even set up and activate the account. He then told me they operate outside compliance. Informed me that their compliance department notated my account that they had reached out to me XX/XX/20 in regards to only receiving my ID and not my social. Both were sent in the same document. No one from XXXX called or emailed me. I have no emails, save the one I received on XX/XX/20 from compliance. I have no missed calls or voicemails from compliance at all. So they falsely notated my account. Finally, after several attempts to be transferred to one, was transferred to a supervisor. She assured me that if I sent my social in she would have my account escalated and compliance dept. would take care of it Monday ( XX/XX/20 ). I sent my social for the fourth time. Now, I have no clue why so many hard copies of my ID and social were needed. That supervisor assured me my early direct deposit would be effective this week for my check. I got the text today at XXXX XXXX EST that my check would be deposited tomorrow on the normal day. I called to find out what was going on. The first agent I spoke with tried to tell me I had send my ID in again because it was expired. I requested a supervisor. Told her I was not doing this again. I had already sent everything. She kept insisting I send my ID again. Finally I told her I was looking at my ID and knew it wasn't expired. Then she tried to tell me I had not opted in to early direct deposit. I told her I knew that I had. She tried to insist I hadn't. I repeatedly asked for a supervisor and was ignored. Then she tried to tell me my employer sent everyone else 's checks, but held mine back is why I didn't get my early direct deposit. Finally told her I knew that was a lie and that I also knew when a supervisor is requested it is not supposed to be denied. I wanted a supervisor. She said she would transfer me and disconnected the call. Called back. Had the agent transfer me directly to a supervisor. That supervisor tried to tell me that my employer didn't send my pay in time. Kept insisting that was the reason. When I asked why that company lied so much and went over some of the lies and brought up the false documentation on my account, she hung up on me. Called back. The next representative was actually the only one to tell the truth. So this company lies consistently and apparently operates outside if required federal compliance. I think that someone should be aware of this.

Company response to consumer: Closed with explanation