Consumer complaint received 2024-11-01
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: FIFTH THIRD FINANCIAL CORPORATION (MI)

What happened, including key details and documents : On XX/XX/year>, I visited the Fifth Third Bank XXXX branch to transfer {$7500.00} to my husband 's XXXX  account. After completing the transfer, I left the bank without receiving any confirmation or receipt, but I noticed the amount was deducted from my checking account that same day. The bank assured me that the funds would be in the beneficiary 's account by that same day or the next day. 

I waited for XXXX days, but the money had still not arrived. I returned to the bank on Friday, and they told me to give it more time. I went back again on Saturday and received the same response. I requested a refund, but the representative informed me that it could not be processed. During this visit, I asked for a receipt and received a bank statement instead. 

On Monday, XX/XX/year>, the personal banker discovered that she had made a mistake regarding the beneficiary 's account. She attempted to correct the issue but struggled to get assistance. After waiting nearly XXXX hours, I left for work. She provided her card and promised to call me that day, but she did not return my call. When I reached out to her, my calls went unanswered. 

On Tuesday, XX/XX/XXXX, I returned to the bank and was informed that she had sent an amendment to the receiving bank and was waiting for a response. She explained that if the receiving bank accepted the amendment, the funds would be credited to the beneficiary 's account ; otherwise, they would be returned to my account. She reiterated this several times throughout that week. I called the receiving bank, and they confirmed they had no record of the funds or any documents related to this transaction. When I contacted the wire department at Fifth Third Bank, they also had no record of my transfer. 

Despite my repeated requests for a refund, I have followed up multiple times and missed classes to trace the whereabouts of my funds, but no one could confirm their status. 

The funds were meant for tuition, which had a deadline of XX/XX/year>. Although I was granted an extension until XX/XX/XXXX, that date has also passed. I have been continuously following up with the bank and have noticed a change in how the staff treats me, as if I am a bother, despite the fact that their error has put me in this situation. I even failed XXXX of my midterm exams because I spent so much time at the bank trying to resolve this issue. 

Now, I have been informed that I must wait 90 days for a refund, which I find unacceptable. I have already used some of my remaining funds for tuition to cover this delay. Currently, I have less than {$500.00} left in my account, and as a student, this is all I have to survive. 

What you think would be a fair resolution : I request an immediate refund of the {$7500.00} back into my account without the 90-day waiting period, as the funds were transferred incorrectly due to the bank 's mistake. 

What youve done to try and resolve the issue : I have made multiple visits to the bank, contacted the wire transfer department, dispute department, and followed up with both the sending and receiving banks. I have documented all communications, including screenshots of messages exchanged with the bank.