Consumer complaint received 2015-12-15
Company: FIFTH THIRD FINANCIAL CORPORATION
State: TN
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XXXX XXXX XXXX i went into XXXX on to use my ATM i withdrew XXXX the XXXX was coming out crooked when i reached to grab the side that was coming out the most the door shut causing half of the other XXXX to get stuck so i was left with a half of the XXXX in my hand upset. so i transferred XXXX from my saving to my checking thinking if i did another transaction my other half would come out with the new XXXX well that did n't happen .i asked the cashier what i need to do she advised me that she does not own the atm. so i went to my car to call the bank they understood what happened and credited the XXXX back to my account which i was very thankful for that. so in the meantime i had no use for the broken XXXX so i discarded it. On XXXX the XXXX i notice that it was XXXX dollars missing from my account. i received a letter some days afterwards saying that the ATM was found to be balanced and they are taking XXXX back out my account on XXXX/XXXX/XXXX and the determination is final it also stated that i can call them if i had any questions or if i wish to receive copies of the documents used for the investigation of the dispute. so i gave them a call and they stated that they can not provide me a copy of the information used it was just some papers that they filled out and that their ATM is not owned by Fifth Third it is owned by another company. with that being said i walked them thew what happened that day asked did they review the cameras on the ATM did they look into my account and seen the withdrawal or even the transfer that i made at the same time they told me whatever the person did to determine that the ATM was balanced is what we go by once again i told them that this really did happen to me i asked did they find the other half of the XXXX they stated that they did not know. after going back and forth with this person i decided to call my local branch and i was told that the regional manager has to get back with me after calling and the branch saying that we have been emailing him to call you this went on for a month straight i called everyday finally a regional manager that was in the office and i was transferred to him and he basically said they can not do anything about it they have to go by what the ATM says and if everyone called in and said that that happened to them they would no longer be a bank it will be like giving out free money. he then asked me where is the other half of the XXXX that he can see if a serial number matches up i told him that i no longer have it because when i called in about it that day they credited the money to my account he said well you should of just came in the branch well at that time the branch was closed and i really needed my money to eat. o that was the end of that because he just kept saying that it is nothing that they can do and will not credit the money back to my account. i have been with this bank since XXXX and the way I was treated when i had this issues is very disappointing because this issue really did happen and at the end of the day I got nowhere and I 'm still without XXXX in my account .Trust is a big thing with me and it makes me not want to trust ATMs anymore because I do n't want to go threw this every again and to know that my personal bank does n't care about what happen makes me even sadder

Company response to consumer: Closed with monetary relief