Consumer complaint received 2020-01-14
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I attempted to make a cash deposit if {$1600.00} at Fifth Third branch ATM XXXX at XXXX XXXX  XXXX XXXX OH XXXX at XXXX XXXX  local time. The cash is vital to my cash flow and fulfilling my obligations. 

The ATM device accepted my stack of currency but apparently failed to tally the bills. For reference, there was XXXX {$5.00}, XXXX {$50.00}, and XXXX {$100.00} in my deposit. Subsequent to the failure to count the cash in my deposit, the ATM device then failed to return the " uncountable '' deposit. NO bills were returned to me by the ATM device. The ATM reported the failures on screen and requested that I enter the amount I had attempted to deposit, hence the amount shown on the ATM receipt - the image of which I'm attaching along with my complaint. 

I inquired of the branch staff on duty inside the location. Teller XXXX took keys outside to the drive-up ATM, entered the enclosing structure and returned to the counter and only offered to provide me with the phone number to register a " Dispute '' regarding the failed deposit.

The representative on the line registered my dispute and informed me that the matter could take up to four business days to resolve. My explanation of the importance of the deposit to my cash-flow was received with no alternate solutions or course of action to be pursued - only the obligatory and useless " I'm sorry '' response. 

Dissatisfied with the potential four day wait for resolution caused by the bank 's device, I re-entered the branch and spoke with XXXX, a bank representative of some sort, in his office. XXXX informed me that there was nothing to do but wait and that it could actually take up to FIVE business days. No regard for my situation, no other options were offered, no clue as to when the ATM would be audited - just the same " I'm sorry '' response, but with a hint of condescension.

I phoned Fifth Third customer service to lodge a formal complaint and in the course of providing the XXXX the sequence of events my plea to expedite were rejected. I expressed my complete dissatisfaction and was offered only the pat " I'm sorry '' response. 

My fiscal situation is dire without the cash I deposited and I made this clear, I believe, to every Fifth Third employee/contractor I spoke with. With my failed deposit in a device 10 feet outside of the branch, which the branch staff clearly has access to, I find it very, VERY difficult to tolerate the notion that my CASH deposit is going to be unavailable to me for a week due to the technical failure of that bank 's device. A person will ultimately be the one to establish what the ATM held from my failed deposit - the bank essentially has told me that it will be taken care of when they get around to it, that my situation is unimportant, and tasking someone to sort the matter out at a time earlier than is convenient to the bank was not going to happen, regardless how I'm being affected

Company response to consumer: Closed with explanation