Consumer complaint received 2019-02-12
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
On the morning of XX/XX/2019, I logged into my online checking account with Fifth Third Bank to realize that I had a negative {$100.00} balance due to an overdraft charge in the amount of {$140.00}. In an effort to resolve this situation I called Fifth Third customer service, in which I was told that the {$140.00} in overdraft charge was made up of five ( 5 ) separate {$30.00} overdraft fees on my account. Further, the representative informed me that I was only able to receive two ( 2 ) credits back totaling {$60.00}, which was their company policy. Very upset by this, knowing Fifth Third was going to keep {$90.00} of my money due to the proposed resolution, I asked to speak to the representatives supervisor in which I received the same correspondence. Still not satisfied with my resolution, I asked to speak to the supervisors manager, in which I was then informed by the manager that he had the ability to give me back my credits in full but said he would not past the two totaling {$60.00}, meaning Fifth Third was keeping approximately {$88.00} of my hard earned money! I asked the manager to make a good will exception to this and refund the total {$140.00} but he impolitely refused. So, as of this complaint, I have not received any credits, was promised I would receive two credits totaling {$60.00} tomorrow, and the remaining {$88.00} will never be returned.

After being on hold for over 25 minutes throughout this entire  situation, I re-explained multiple times that this situation was due to a deposit/withdrawal timing issue with my account ( I recently closed my old checking account and opened up a new account approximately 3 to 4 weeks ago, in which a lot of my auto withdrawals and autopay bills needed to be re-setup ). Additionally, this issue was also due to the fact that no one ever informed me nor asked me if I wanted to be enrolled in over-draft protection. I was under the impression that I always was enrolled, but the manager told me I was not and that it was not their responsibility to do so. If I was enrolled, I would have had my savings funds available to cover the overdraft ( which I had plenty to cover at the time of this error ). To make sure no more fees take place, I have had to transfer money from my savings account to cover the balance ( making my new balance + {$97.00} ), considering the rude manager did nothing to  help me and actually told me he had the ability to do so! I am extremely upset because if you look at my checking account, as of this morning ( only being a manner of a couple of hours ), the ONLY reason my account balance is negative is due to these egregious fees. A grace period or good will adjustment would have fixed this problem. I have been banking with Fifth Third for approximately 15 years and have never been treated this poorly. Further, since Fifth Third Bank has not ever asked me / enrolled me in auto-draft protection, I believe I have been treated in an unfair, deceptive, and abusive manner. This situation is honestly another situation where a Bank is taking advantage of the everyday consumer, which is NOT okay.

Company response to consumer: Closed with monetary relief