Consumer complaint received 2022-08-15
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IL
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I have two checking accounts, one with Fifth Third, and one with XXXX  XXXX XXXX. I had a monthly recurring transfer from my 5/3 account to my XXXX account, for {$850.00} a month, set up in the 5/3 website. I wanted to bump up that amount from {$850.00} to {$950.00} on XX/XX/XXXX. However, trying to change that amount would only work for the next payment, and would not update for the following months. 

I wanted to permanently update the amount moving forward, so I set up a second monthly transfer with the correct amount, and tried to delete the old transfer. However, attempting to delete the old transfer would just move the transfer out a month, and not delete the transfer entirely. So, expecting that the 5/3 help desk would be able to assist me with the permanent deletion, I opened up a text chat with one of their representatives, who was not very helpful.

Me good afternoon, can you help me remove the $ XXXX monthly transfer? i can not remove it entirely myself from what i can see hello? 

XXXX  - XXXX XXXX  Good evening ( my first name )! Thank you for contacting Fifth Third Bank, this is XXXX. I am here to make your day a Fifth Third better. I am glad to assist you with your inquiry about cancelling monthly transfer and apologize for the inconvenience caused. 
XXXX - XXXX XXXX May I know the mode of transfer? 

Me there's two transfers for the same account now, i need the one for {$850.00} set for XX/XX/XXXX fully canceled ( 5/3 account number ) to a XXXX account trying to cancel on my side just pushes the transfer out a month is there a way to fully cancel it on my side? or do i always need a rep to do that for me XXXX - XXXX XXXX  Please allow me some time, while I review the account. 
thank you XXXX - XXXX XXXX  Your payment can be deleted by following the directions below : 1. Click on the Transfer & Pay button from the left menu bar. 
2. Select View Activity.

3. Under the Scheduled or Recurring Series section, click on the ( + ) symbol next to the appropriate payment and click Cancel. 
4. Confirm your wish to delete the payment or series by selecting Yes when prompted.

Me trying to cancel on my side just pushes the transfer out a month it happened again now set for XX/XX/XXXX i would like to have the transfer fully canceled please XXXX - XXXX XXXX Once you delete the payment I would suggest you to delete the external account. 
XXXX  - XXXX XXXX  Below are the steps to delete external account. 
1 Log into using User ID & Password 2 Click TRANSFER & PAY 3 Click PAYEES & ACCOUNTS 4 Click NON 5/3 ACCOUNTS 5 Click MANAGE next to the external account to delete 6 Click DELETE 7 Click YES within the Attention pop-up window 8 A green message will pop-up confirming the external account was deleted Me again, trying to cancel on my side just pushes the transfer out a month i can not cancel it myself XXXX - XXXX XXXX  I would like to inform you that call our Customer Service at XXXX XXXX XXXX XXXX, Sat XXXX ET for assistance and cancel the payment. 
thank you Following the representative 's instructions, I called customer service in the morning on XX/XX/XXXX. I was first instructed to " delete the bank account, '' and had to ask for clarification that they did not mean to fully close the bank account with XXXX. They confirmed that I needed to delete the XXXX account information in the 5/3 website to fully delete the automatic transfers. However, this would also delete the new one I had just set up.

I complied, and deleted the information. Upon trying to add verify the XXXX account information again, there were 2 options. " Verify now, '' which threw an error that the bank information was incorrect, which it wasn't, or go through a several day process of verifying deposit amounts. 

I called the customer service line again, who confirmed that the " Verify now '' button simply would not work in my case, and I would have to verify deposit amounts again, even though the XXXX account was in their system less than 30 minutes prior. 

Moving forward, if I ever want to change a recurring deposit ammout permanently, i will have to go through this process all over again.

Company response to consumer: Closed with explanation