Consumer complaint received 2017-01-02
Company: FIFTH THIRD FINANCIAL CORPORATION
State: MI
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Deposits and withdrawals

Complaint:
On XX/XX/2016, I went to the 5/3 Bank on XXXX in XXXX to exchange currency for an upcoming trip to XXXX. I requested {$500.00} XXXX and was charged {$410.00}. I chatted with the tellers throughout the lengthy process and was never told that the currency could n't be exchanged the same day. When the teller ( I did n't catch her name, but teller # XXXX is on the paperwork ) finished and handed me a slip over the counter, I expressed surprise that I was not receiving cash. The teller then informed me that currency exchange was a two-day process, but that it usually arrived in one day. I reminded her that I was leaving the country in the very early morning on XX/XX/XXXX, but she assured me that the money would very likely be there the next day. I did n't want to drive back to cancel ( the bank was an hour from my work ), but she stated that if it was n't there XXXX she would call me personally and we could cancel the transaction over the phone and put the money back so I could get the currency elsewhere. I was reluctant to accept due to the hour drive to the bank from my work in XXXX, MI, but did so in the face of no other option and assurances from the teller that it would work out. The next day, I did n't hear from the teller by the afternoon. I called and spoke with another teller who was present but did n't complete the transaction, who did n't understand why I was told it could be cancelled over the phone. She took my information and told me she would call me back after investigating the issue. At XXXX, I called back after I had n't received a call and there was no answer. I was forced to exchange another {$500.00} XXXX at another bank who could do it same-day. I left the country on schedule on XX/XX/2016. When I returned, I called on XX/XX/2016 and spoke with XXXX, who tried to help by reversing fees I had n't been informed of and tried to refund {$350.00}. I denied the refund because it was {$55.00} less than I had exchanged, but was informed that because the exchange rate had changed since I 'd requested the money they could no longer refund the full amount of my money. When I pressed, I was told that the exchange could not be cancelled and could only be exchanged back to XXXX at the lower exchange rate. I refused the lesser refund and asked to speak with a manager. The issue was escalated to the branch manager on XX/XX/2016, XXXX ( sp? ) XXXX. XXXX scoffed at my statement that I did n't know I would n't be given the exchange in the same visit, instead claiming that I should have known they had n't exchanged currency in-branch in years. When I responded that I could n't know that unless I was informed, he promised to investigate the issue. I informed XXXX that I was in the military and was about to be XXXX to another base for 3+ months on XX/XX/2016. He promised to contact me the following day. When I was n't contacted, I called back at the end of the day on XX/XX/2016 and put through to XXXX voicemail. XXXX quickly called me back and informed me that they were still working the issue and XXXX would get back to me. I reminded her that I was leaving on orders over the weekend. I did not receive a call back before I left. XXXX called on XX/XX/2016 and informed me on my voicemail that he was n't going to do anything differently, and that I should contact him to get my {$350.00} back. I returned the call when I got the message on XX/XX/2016 and spoke with XXXX. I requested that my issue be elevated to the regional manager so that I could recoup all of my money, and she promised that my information would be passed to that level. This was the last contact that I had regarding the issue. Now that I am back in Michigan, I would like the issue to be resolved.

Company response to consumer: Closed with monetary relief