Consumer complaint received 2021-02-01
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
I am writing this correspondence in regards to the recent activity and service surrounding my Fifth Third bank accounts ending in XXXX and XXXX and their unfounded closures by your corporation. In XXXX I refinanced my home via Fifth Third Bank and received a Flex line account ending in XXXX in the amount of {$140000.00} Upon receiving the account with Fifth Third bank they made me aware that I would be able to access the funds without restriction. In XX/XX/XXXX I completed two wire transfers through my account to XXXX XXXX to my family and those transactions were completed successfully and without incident. In XX/XX/XXXX I attempted to complete a similar transaction from one of my account in the amount of {$25000.00} I received an email from bank personnel XXXX, XXXX stating that I tried to reach you by phone to inform you that at this time the foreign wire we initiated has been rejected. 
Upon receiving the email I called him back and he further explained that the reason for the rejection was due to the money is going to High Risk Country. The money was then released back to my account endingXXXX on the following day. On XX/XX/XXXX I visited the branch on XXXX XXXX XXXX XXXX XXXX IL XXXX. I Spoke with bank personal XXXX XXXX explaining to her that my recent wire transfer had been rejected, I then asked her to call the wire transfer department to insure that my next attempt would be successful giving the exact amount number along with the Flex line account she was able to speak with the department and they confirmed that the transfer would be processed if attempted a second time. On the same day at XXXX XXXX XXXXXXXX XXXX called me back stating that they would need evidence of what I would be using the money to do in XXXX. I explained to her that it was for my mothers medical expenses and for a house project. I was then asked for documentation as proof of my reasons. I stated that I had never been asked this in prior transfer and I did not feel it was necessary to provide documentation of my familys private information surrounding the transfer, as I had completed similar transactions successfully prior to the current. XXXX then said she would speak with the wire transfer department and she would follow up with me. The next day XX/XX/XXXX I returned to the bank and spoke with XXXX, she then made me aware that a hold had been placed on my checking account XXXX ; however the money that was being wired was transferred from my Flex Line account to my checking account. I then asked XXXX why this was happening as we had already confirmed the transfer would process the day prior with the department and she then stated that the account was under review and had been assigned to bank personnel XXXX XXXX ( XXXX ) XXXX. I waited to hear from XXXX and did not receive a call until XX/XX/XXXX. When speaking with XXXX she asked me Where are you from ... I barely can hear you and what is your current address and previous address?, what is your social security number? XXXX then began interrogating me, asking me about what I would be using the money for. I then again explained as I had with XXXX, that I would be using the money for my mothers medical expenses, and home projects. At which point XXXX then began to berate me with questions regarding the previous months of my accounts transactions. She then began to make statements why did I just not use a cashier 's check instead of money order in previous transaction the questioning preceded further about my previous months of transactions. I then asked her why she was interrogating me regarding previous transitions that were not relevant to the current transfer. I told XXXX that she could look at my accounts and see what and how I had been using my funds. She then stated that she would speak with higher management and get back to me before the end of the day. I did not receive a call back. Next day I called XXXX back, leaving a voicemail asking for follow up regarding the matter. I then went to the bank headquarter XXXX XXXX XXXX XXXX, XXXX, IL XXXX. I spoke with a bank representative and they called XXXX, explaining that I had come to requesting follow up surrounding our previous conversation. Immediately after their conversation XXXX called me and stated I am still working on it. I then asked her on what grounds was the bank placing a hold on my account? She replied that, She did not have to repeat herself and she already told me yesterday. I then responded what do you mean? I demand to know why you put a hold on my account she then said Sir stop yelling to which I responded I am not yelling that this is how I speak she then said I asked you questions yesterday and you did not answer and then I said Yes, I did answer all your questions then replied You did not because you are doing something you are not supposed to be doing after which she hung up on me.. At which point I received a letter from the Fifth Third bank stating that they would be closing both of my accounts and reporting me to the credit bureau because of the last transaction. The actions taken by Fifth Third bank were not only unprofessional but in large part discriminatory against me as an XXXX XXXX, as the issue was not lack of finances or fraudulent practices but simply the country it was going to and the assumptions of one bank personnel who had no evidence to support her accusations. As an XXXX XXXX man my immediate family lives in XXXX. It is also my belief that these discriminatory practices prohibited me in sending financial assistance to my sick mother who was depending on me to send her money for her life saving XXXX. As a direct result of my accounts being placed on hold, and then cancelled without sufficient grounds and based purely on speculation I was unable to send the last payment to my mother for XXXX and as a result of not receiving payment she was unable to receive the XXXX and therefore, she passed away a few days later. I have reported this to the Consumer Financial Protection Bureau. And I will further be taking legal action to resolve this matter. I am appalled and disheartened at the lack of fair practice and blatant discriminatory practices that were displayed by fifth Third bank.

Company response to consumer: Closed with explanation