Consumer complaint received 2021-08-18
Company: FIFTH THIRD FINANCIAL CORPORATION
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
on XX/XX/2021 new mexico unemployment insurance sent a payment for {$20000.00} to my XXXX  XXXX  card via direct deposit. on XX/XX/2021 I received an email from : XXXX stating : I am part of the direct deposit department at XXXX. Your account is currently set up to only receive deposits from your original employer that created your account, if you wish to continue to receive funds on to your global cash card from other funding sources you are required to submit a copy of your non expired ID and proof of payment such as an award letter or paystub. The documents can be uploaded through XXXX or faxed to phone number XXXX ATTN : XXXX. If no response is received by XX/XX/2021 by XXXX PST, the deposit will be returned to the originating bank. Please contact us at your earliest convenience if you have further questions or concerns. 

We would also like to take this opportunity to update any information and assist you with questions or concerns that you may have with your account. Thank you and we look forward to hearing back from you. 

Please do not reply to this email since we can not assist with this pending transaction over email for security purposes. You must contact our customer service department and speak to a live Customer Service Professional 24/7 for further assistance Thanks, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) XXXX Ext XXXX XXXX XXXX XXXX. Banking  Representative _________________ i submitted the requested information on XX/XX/2021 around XXXX XXXX. 
i do not have a paystub or award letter for unemployment so I submitted a print out of all 26 unemployment payments from my UI account each payment shows the week it was authorized for, the amount paid and the date paid ( all showed XX/XX/2021 as paid date ). there were 26 rows showing payments for {$780.00} totaling my {$20000.00}. 

i received a followup email on XX/XX/2021 stating : From : XXXX To : Sent : XX/XX/2021 XXXX XXXX  EDT Subject : Contact Us XXXX XXXX Compliance Department Dear Cardholder, Thank you for providing your documentary verification for your account. Your account has been cleared and you may continue to use your card. If you have any questions or concerns about your account please contact customer service using the number located on the back of your card for assistance. 



Assuring you of our best services at all times.

Regards, Compliance Department. 
XXXX So i called after receiving this email to make sure i was good. I was told that the funds should be available the following day. Instead i received another email on XX/XX/2021 stating : From : XXXX To : Sent : XX/XX/2021 XXXX XXXX  EDT Subject : Contact Us - XXXX XXXX Compliance Department Dear Cardholder, Thank you for providing your documentary verification for your account. However, we were not able to clear your account as a clearer copy of your award letter or Paystub showing all four corners is required. Please upload the document to the link provided below. If you have any questions or concerns about your account please contact Customer Service on the number located on the back of your card for assistance. 



XXXX  XXXX  - XXXX Assuring you of our best services at all times!

Regards, Compliance Department ____________________ I reuploaded the driver lic and took screen shots on XX/XX/2021 this time showing my unemployment payments were due to me but i am too late now and the payment has been returned to the issuing bank initiating a pain in my side. XXXX has not referenced that they were holding a deposit to my account only that they want to verify my identity. also i have received tax refunds state and federal on this card. My last federal return direct deposited to this account for over {$13000.00} this year. i have had the card for about 4 years now. XXXX has emailed me encouraging me to use this card for purposes besides payroll uploads such as this : XXXX XXXX XXXX Stored with zero-access encryption InboxXX/XX/XXXX To : This message is from a mailing list.Learn more View this message in your browser XXXX  Visa Card Hello! 
Access your account ending in Account Login XXXX  Your XXXX  XXXX  Visa Card Tired of waiting so long for your tax refund? 
Get your refund XXXX when you set up direct deposit using your XXXX  account. 
Show me how XXXX So now the payment has been rejected by XXXX. I understand the identity verification but i do not think an institution has a right to inquire about the validity of a deposit being owed to the account holder. I worked for XXXX for a year or so and did a bunch of training modules on XXXX and bank secrecy act. if fraud can not be accused and funds were not requested back by the issuing institution then why would XXXX reject the payment? Given that there is no formal notification on XXXX letterhead detailing this transaction and their decision to reject the payment i feel this is all very illegal. they sent me informal emails but not a account notification of actions taken on the account and the reason. The deposit for {$20000.00} never showed in my transaction list either.

Company response to consumer: Closed with explanation