Consumer complaint received 2022-01-25
Company: FIFTH THIRD FINANCIAL CORPORATION
State: NY
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
on XX/XX/XXXX I had attempted to use an atm- which would not process my transaction- and asked if i would like to process as a cash advance instead- i declined this- however the charge of {$480.00} plus a $ dollar fee were charged to my acccount- I assumed this would fall off and was told by a worker where the location of the atm was that if i did not do the cash advance, it will only show pending for about a day.. I contacted XXXX XXXX the next day or so XXXX or or XXXX, the payroll company card that i used, with this transaction -- i received no funds, i explained to them what happened and they told me it will show pending for a few days. I noticed the funds cleared the account when i was unable to use the card in future days -- I contacted the number on the atm machine and was told i have to contact my bank.. -- i officially made a dispute on XX/XX/XXXX XXXX apparently no dispute had been put through- i made numerous follow up calls through out each day since XX/XX/XXXX until today XXXX and each time i am asked what happened- i was also told by about 4 different representatives that i would have to wait 90 days to receive my funds back, in which i know this information is completely wrong. - they told me because they " XXXX '' are not the ones who took the money it was a different bank that i had to wait a full 90 days for an investigation and to receive my funds, and because " they '' did not take the funds, they would not be reissuing my funds, even as provisional credit.. -- i was told that i would be sent a new card and in the mean time i blocked my card from purchases through their app -- i was told i would be able to still use the card until i received the new one which would take up to 10 business days- ( i had another pay roll deposit put onto that account on that account/card on XXXX ) - i have since been told no one had sent me a card- and that a dispute would not be filed until i received some paperwork from them in the mail- however I sent a written dispute directly uploaded to XXXX XXXX  upload site, which prompted XXXX compliance to ask me for my drivers license and social security card to " un lock " my account since at some point a rep deactivated my card- and i am now unable to access my most recent payroll deposit. -- after sending the requested id and social- i asked them why what exactly was being done- and specifically what was the reason for asking me to upload these documents- they have not replied.. the only reply from XXXX compliance who requested these documents- i received was thank you we were able to verify the documents and to call the number on the back of the card.. -- i explained to them how i am not getting any help or answers from the customer service line - still no response.. when i call the disputes line, speak in the XXXX XXXX  app- or call the number on the back of my card or their customer service number- still no real response. just run arounds on how they do not know any time frames, asking again to explain my dispute, repeatedly put on hold and hung up on.. i have received no type of email from them- no paperwork, nothing on my online account indicating my dispute or issue with accessing funds, -- - only thing i have been able to confirm is that i have not been sent a replacement card, no one has yet unblocked my account so i can access my funds, and according to them i have to wait for them to mail me something before i can start a dispute and before i can get a new card and this process will all take 90 days ... - i did speak with a couple different reps telling me they were escalating this, and i would receive an email or a phone call - also a couple times was told i would be receiving the provisional credit for the transaction in error within 24 hours - non of which has occurred. -- At this point I feel as though my funds have been stolen and i will get no resolution- they are holding onto my payroll deposit as well as ignoring my dispute and refusing to rectify the matter -- i know there are regulations when it comes to money- disputes, cards, and withholding funds yet no one with this company knows anything about finance.- I can say they did OFFER to send me a new card, i asked for it to be expedited at this point - they told me they would be able to expedite and i would receive in a about 3 to 4 days for a XXXX dollar fee.. -- - i told asked for the fee to be waived , they told me they would not- This company needs be looked into and dealt with as they are mishandling peoples accounts.- the card is a XXXX- the XXXX Card is issued by the Fifth Third Bank , National Association, -

Company response to consumer: Closed with explanation