Consumer complaint received 2017-07-07
Company: FIFTH THIRD FINANCIAL CORPORATION
State: NC
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem with fraud alerts or security freezes

Complaint:
XX/XX/XXXX: I called fifth third bank customer service and inquired about obtaining a personal installment loan for {$8000.00}. I introduced myself and the male customer service person said that based on my credit worthiness that I was approved for the loan. He said all I needed to do was go to a local branch and sign the closing documents. Then I was transferred to a female customer service person to set up a time to go a sign the paper work. She contacted the bank and told me I could go to the XXXX location ( XXXX XXXX XXXX XXXX ) that same day at XXXX XXXX. Upon arrival at the branch I was greeted by XXXX the bank teller and I explained to her that I needed to sign some closing papers for a loan I acquired over the phone. When she pulled up my documents right away she noticed that the name on my ID did not match the name on the documents. She explained to me that the customer service person put my maiden name on the documents. I explained to her that I was not sure how this could have happened since they referred to me as Mrs. XXXX during the entire call. XXXX then went to talk with her manger XXXX to see how they could get the documents changed. At first, they stated I would need my marriage license and I told them I didnt have it on me. I do not carry a copy on me. I also explained that I would not be able to come back to sign the documents tomorrow as I was leaving for vacation the next day. So, XXXX communicates back and forth with the loan department for the next hour or so and was able to get them to resend the documents with my married name. In the meantime, XXXX helped me set up an account so the funds could be deposited into the account and the loan payments could be drawn from there as well. XXXX was able to get the documents sent over shortly before XXXX XXXX and I signed all the paperwork. Before leaving they, both told me that I would have access to the fund in the morning and if I had any questions please give them a call. <P/>XX/XX/XXXX : All morning I was checking to see if the funds had been deposited and they were not showing up in my account. I called XXXX around noon and left a voicemail stating that the funds had not been deposited in my account. She called me back around XXXX and stated that she had to resend paperwork but that the funds would be in the account in the next 2.5hrs. She explained that it would likely be after the bank closed. She said I could go to any branch on Monday and get my funds and she was aware that I did not have a debit card to access the funds any other way. She assured me that I would have no problem accessing my funds even though I was out of town. <P/>XX/XX/XXXX : At around XXXX XXXX I stopped at a fifth third branch just outside of XXXX Kentucky ( I believe it was the XXXX branch ) to withdraw funds from my account. After giving my deposit slip to the teller she informed me that she would need approval from her manager to complete this transaction. Her manager attempted to contact my home branch but was not able to get anyone on the phone. She informed me that I would not be able to withdraw any money since they were not able to get in contact with my home branch. So, I thanked the manger and left the branch. In the meantime, I called XXXX the manager at my home branch regarding the issue. She stated that she gave approval to the branch but they chose to deny it. She said that she would but a notation on my account that I could stop at any other branch on the way home that day and withdraw funds. The reason I could not come to my home branch was because I would not be back in XXXX after XXXX XXXX. Around XXXX XXXX I stopped at a branch near XXXX, Tennessee to withdraw my funds. I gave my withdraw slip to the teller and explained the situation. I explained that my home branch notated my account so that I could withdraw funds from a branch out of state. The teller stated that she would need to get approval from her manager to process this transaction. I waited for almost 2 hrs before I told them that I could no longer wait. I had my husband, children, and dogs waiting in the car and we still had 5 hrs left of travel. Then I left the bank. After I returned to the car I called XXXX at my home branch. I explained to her that the branch had denied my request to withdraw funds again despite having my account notated. I told XXXX that I would just come in to her branch in the morning and withdraw the funds. XXXX said that would be fine. <P/>XX/XX/XXXX : I arrived at the XXXX branch shortly after they opened to withdraw the funds. The teller explained to me that she would have to get approval from her XXXX before completing the transaction. While I waited, I asked the teller if XXXX was available to explain why I had to go through so much trouble. The teller said XXXX would not be at the bank until later in the afternoon. While I was waiting, I was approached by XXXX the manger on duty. She told me that there was a block on my account and I would need to provide a marriage certificate to obtain the funds. I explained to XXXX that I spoke with XXXX three times on the previous day about this issue and at no point did she mention bringing in additional proof of identity. XXXX insisted that I bring my marriage license to the branch. I called my husband and had him bring it to me at the branch. After that XXXX said I would need my social security card, pay stub and XXXX. So, my husband went home again to obtain my social security card while I pulled up the other documents online. After I gave XXXX the documents she sent them off to the fraud department. By this time is was almost 2 hrs later and I still did not get my funds. While waiting, I began to make calls to customer service trying to get more information. In the process, XXXX told me the reason why my account was flagged is because someone in Illinois tried to use my social to obtain credit. I asked her to provide me info about this occurrence and she stated I would need to talk to the fraud department. Up until this point there was no mention of fraud on my account. While waiting in the bank I get a call from my job and the stated someone from fifth third bank called and I needed to call them back ASAP. So, by this time I had to leave the bank because I still had to get dressed for work. XXXX said that the funds would possibly be available later that day. So, I added my husband to the account so he could come back and obtain the funds while I was working. At that point I left the bank because I was already late for work. Later that day I spoke with XXXX from the fraud department and she explained the alert on my account. I asked her to provide me with more detail regarding the person who may have used my social and she stated she didnt have enough information to get a case for prosecution. She ended the conversation by saying if any of the funds are used by my husband there would be a fraud case opened yet again. After getting off the phone with XXXX I called XXXX back and let her know I would come in personally to get the funds in the morning. I did not want a further case of fraud on my account. XX/XX/XXXX: I arrived around XXXX XXXX and walked over to XXXX. I gave her my withdraw slip and asked that she take care of my transaction. I told her I was not willing to wait since I have been through so much hassle up to this point. I left the bank to run and errand and arrived back at XXXX XXXX. When I arrived, I proceeded to the counter to collect my money and left the bank.

Company response to consumer: Closed with explanation