Consumer complaint received 2017-01-25
Company: FIFTH THIRD FINANCIAL CORPORATION
State: NC
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
I deposited XXXX checks via the mobile deposit app on my phone on XX/XX/2017 at about XXXX in the evening. After the first deposit XXXX was made available immediately. After the second deposit no money was made available. On XX/XX/2017 I checked my account and noticed a hold was placed on XXXX. I called the bank at about XXXX to inquire about the hold and to verify if this hold would delay my deposits clearing. The first person I spoke with provided information I did n't ask for and then advised a bank teller placed the hold on my account and he could not explain why and I needed to wait until the branch opened to get an answer. I asked for a supervisor. The supervisor advised the deposit department placed the hold and I would need to speak with someone from that department. I was transferred. The first person I spoke with in the deposit department again provided information I did not ask for and was irrelevant to my inquiry, when I pressed for an answer about the hold and how it would effect my deposits I was advised she could not explain the hold and I would need to wait until the morning to find out what would happen. She became rude when I asked for a supervisor. I spoke with a supervisor in the deposit department who again advised no one could help, no information could be provided and that notes on the account can not be seen until the transaction either clears/or does n't. I called customer service and immediately asked for a supervisor so that I could file a complaint. The supervisor in customer service insisted she could help, again I was told no notes where available to explain the decision and they could not provide any answers until my deposit either cleared or did n't clear in the morning. I asked to speak with her supervisor and she hung up on me. I called back and the customer service rep who knew my name insisted he could not transfer me until I gave him my name, he was antagonizing. I finally spoke with a supervisor who again stated nothing could be done, no answers could be provided and I would just have to wait until the morning to " see what would happen ''. I spoke with XXXX different people, none of them could explain why the hold was placed, or how the hold would effect my deposits clearing. I checked my account this morning and the deposits were debited and my account is negative over XXXX. I still have no answers explaining why any of this happened and now I have a negative balance on my account I did not create. If there were questions regarding the deposit, I did not receive a phone call so that I could at least attempt to answer any questions the bank may have had. I did not receive an e-mail either. It would have been helpful if at a minimum notes were entered explaining why the hold was placed and whether or not my deposits would have been effected. I was constantly advised that " this is just the process '', that is antiquated and unhelpful. Customers want to be informed and understand why something was done to their account.

Company response to consumer: Closed with explanation