Consumer complaint received 2022-10-02
Company: FIFTH THIRD FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2022 I came in to Fifth Third Bank with my elderly mother-in-law. Unfortunately she has been diagnosed with having the start of early on XXXX. She has requested that I become her durable financial and medical power of attorney. Everything was presented to the bank properly and they made copies of the sign notarized forms. The forms were approved by the bank and everything was running smooth, so I thought ... On XX/XX/2022 I went to the bank to withdraw money as I've done before as the POA of the bank account and was told there was a note on the account. The tellers wouldn't go into complete detail until I demanded to know what was going on. I was then informed because of a personal situation I had with them ( Fifth Third Bank ) several years ago, which had nothing to do with my mother-in-law they want her to remove me as POA or they will close her account. They have put a freeze on her account which I did not find out until later that day, when I tried to make her car payment via phone and was unable to do so. I'm now going to back track a bit, earlier that day I was in the Bank drive-thru trying to make the initial transaction. I ended up inside the bank because I was told I needed to come in. So when they refuse to give me the requested funds I just went to the ATM and withdrew, what was needed. So now moving forward I can no longer make any transactions as the POA of the account. The bank stated that I only had two options to bring my mother-in-law into the bank to take me off the account as her POA or they are going to close her account as I stated before. I had informed them she has her good and bad days and I will not burden her with this issue. I also informed them she's very much afraid of the hurricane Ian and she's stating people are in her house that, aren't there. They will not release the hold so she can have her house bills such as mortgage payment, car payment, purchase her groceries and more importantly pay for her much needed medicines. The following business day I returned to the bank which was closed because of hurricane Ian. So the following day after that, I returned again with some important information. I let the bank manager know that what they were doing was illegal and furthermore they had every opportunity to make things right. I even asked if someone from the branch could come by the house so my mother-in-law can sign the necessary signature card to remove me from her account as POA. The bank manager told me they could not come by the house and besides no signature card could leave the building. I was willing to be removed so they can release the freeze on her much-needed funds. I also informed them the account only needed to stay open XXXX more month because she no longer would be banking with them and her direct deposit will be going to her new bank. Unfortunately the bank managers can't override what the legal department has done. I did however inform them they should have never allowed me to become a POA on a joint account, in the first place and what they should have done was open a totally different account. They informed me that my information was wrong, which I truly believe my information is correct and the only wrong information, Is on their part. I also informed them that I consulted with an over 20-year banking veteran and that's how I received this information. They also were informed If the bank had a problem with me becoming the POA they should have never allowed it in the first place. I'm fully aware a bank must accept or reject a POA within four days excluding weekends and legal holidays. On XX/XX/2022 they accepted me as the POA ... so I asked how they can go back and change what they already agreed upon. How can they hold an individual accountable for an issue they have with someone else? How can they deprive someone of their money and being able to pay for bare necessities, in order to live. 

They can't answer the questions, because what they are doing is illegal. In my professional opinion I would not recommend anyone do any type of banking with Fifth Third bank, they lie to cover their own mistakes, instead of admitting they are wrong for what they are doing. They do not care about the customers, the well-being of them and have no integrity because if they did none of this would have happened, in the first place. The other sad thing is you can't even get a return phone call from the corporate office unless you make a complaint with XXXX. I see why this is a multi-billion dollar company. Hinder the poor by taking their funds, putting an astronomical hold amount on the individual 's account almost a XXXX XXXXXXXX dollars, to be exact and not following state and government laws, such as Florida Statute 709.2119, 709.2120 and 709.2120 ( 5 ) which indicates that if a valid power of attorney document is rejected, the bank will be liable for damages, including attorneys fee costs and legal action to confirm validity of the power of attorney. If a bank denies a power of attorney, they must state the reason in writing and provide a reason to the individual but unfortunately for Fifth Third Bank that wasn't the case because they already had approved it. It's so sad this has happened... I'm just trying to do what's best for my mother-in-law by keeping her safe making sure all her financial and medical needs are met and most of all not making a burden for her. It's been hard these last couple of months but in my heart Justice will prevail.

Company response to consumer: Closed with explanation