Consumer complaint received 2019-02-01
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: FIFTH THIRD FINANCIAL CORPORATION (KY)

On XX/XX/2019 I checked my account on the mobile app. I noticed that a payment had come out earlier than expected and my account showed with a balance of - {$320.00}. At that time, I asked to have money moved from my savings account to my checking to cover any purchases that were made. I was advised that the funds were moved over. I noticed a pending overdraft charge on the account. I asked if that was going to post since I had moved the funds over. The agent advised that it would not post and it was already gone. I checked the app and noticed that I had a XXXX balance and thought everything would be fine, because I was going to get paid within the next few hours. I opened my account today XX/XX/2019 and noticed that there was a {$110.00} fee on my account for overdraft. I thought that was weird as there was only one transaction that had over drafted. It was the {$430.00} payment that brought me down to - {$320.00}. It was the last posted transaction prior to being charged the overdraft. I called in at around XXXX XXXX ET on XX/XX/2019 to ask about the fee and had to go into the callback queue because hold was over 30 minutes. I finally received a call 2 hours later at around XXXX XXXX. I advised the agent what happened and what I was told and she advised that it never happened. I asked to speak to the Executive Office or the Office of the President and was told I would get a supervisor. I advised the agent that I was asking for the Office of the President and was instead transferred to a supervisor. This supervisor started the call with an attitude like she could care less about her job and helping anyone. She apologized for any misinformation and advised that she could only give {$74.00} as a courtesy adjustment. I advised her that I was not asking for a courtesy, I was asking her to honor what I was told. She said that the agent giving misinformation was not considered a bank error. I asked again for the Executive Office or a Level 3 escalation and was advised that it did not exist. I advised her that it was required to exist and she stated that there was a write in only address for that office. I advised that there had to be a number per the CFPB that I could speak to and she continued to decline escalation to any other level above her and stated that she represented the bank. I asked to be transferred to Credit Cards to close my account. She had fun with this one. I did not know the last four of my card number and she told me that she could not close it without it. I asked to be sent to the Fraud department to verify me. She said that she could not do that because there was no fraud on the account. I then told her I lost my card, just trying to get someone besides this rude lady. She said I would have to know the card number to report it lost. I asked her how I was supposed to go find the card number if it was lost. She repeated that it was needed. Finally she allowed me to verify activity on the account to close it. I asked about my security deposit and she did not want to answer these questions either. I finally got the answers that I was asking for and then proceeded to transfer my funds from my savings to checking. I closed one of my savings accounts as well. I asked the agent to note my account with my dissatisfaction and the fact that I would be filing a complaint with the CFPB. She stated that it was noted and I asked her to note as well that she declined escalation multiple times. She stated that she had and the call ended by her hanging up the phone.