Consumer complaint received 2023-05-30
Company: FIFTH THIRD FINANCIAL CORPORATION
State: WV
Product: Money transfer, virtual currency, or money service
Sub-product: Foreign currency exchange
Issue: Problem with customer service

Complaint:
On Friday XX/XX/2023 I called Fifth Third Bank at approximately XXXX and spoke to a representative who verified Fifth third bank did do currency exchange for COP ( Colombian Pesos ) and they did in fact offer this service to non account holders for an additional fee of {$5.00}. 

On Tuesday XX/XX/2023 I called the same location at XXXX at XXXX and verified the info I recieved on Friday was correct, and there closing time was XXXX. 

On Tuesday XX/XX/2023 at approximately XXXX I visited the bank location at XXXX XXXX XXXX XXXX XXXX In XXXX WV XXXX. My teller was XXXX XXXX. XXXX did not know how to do currency exchange and asked XXXX XXXX XXXX for help XXXX works as a financial center XXXX XXXX but advised me see was the head of that branch. She immediately stated she could not help me due to me not being a customer. I advised her of my calls and then she proceeded to say she was not aware if they even took COP. When I advised her they did she proceeded to show XXXX how to do the currency exchange. During the counting process XXXX stated I only had XXXX COP. I advised her the word milliones meant thousands so it was XXXX COP and asked XXXX to show her. At this time XXXX remained rude and uncordial and another lady went to try to help. XXXX advised me I needed to sit down and calm down. I was shocked because I wad calm and was being treated with disrespect from her. I advised her I am calm I'm only trying to explain that the count was off and why they allready had my passport ss and XXXX of my money and were claiming I gave them less I would remain There and complete my transaction. This happened two times that I could think of the second when they were further having trouble verifying the ammont. XXXX proceeded to apologize stated that she didn't mean to come off a certain way. I explained it was okay but from my perspective if I did not verify twice I would have just left and she stated she couldn't help me. She kept trying to interrupt I further tried to explain that the ammont was so far off and I was trying to explain. I had no expectation they would know how to read the bills but had to look It up and tried to explain the her as a XXXX should not do this. She kept cutting me off so i explained i will take this up with her boss and asked for her card and his. She kept being extremely rude and argueementive while I was waiting for my documents and currency back. And before she went to get her card even was like well brain will be here tommorow I can talk to him then. I then asked again if she was the branch manger she stated she was. And that XXXX will be there tommorow I should come talk to him. I explained I would just be calling XXXX no need to come in she rolled her eyes and said mmkayy. I did end up getting my currency exchanged but this experience was full of false testimonials and false policy 's of the bank. I was greater with hospitality and disrespect and was not treated with dignity. When I got my money from XXXX I told her she was great and apologized and told her my issues was with the way XXXX treated me nothing she did and that she wad doing great. She rolled her eyes and did not respond. 

I attempted to call XXXX XXXX at XXXX the number XXXX gave me for him but have not heard back from him at this time.

Company response to consumer: Closed with explanation