Consumer complaint received 2024-08-05
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: FIFTH THIRD FINANCIAL CORPORATION (KY)

I live in Kentucky and went on vacation on XX/XX/XXXXXXXX XXXX XXXX XXXX  for XXXX weeks. During that time I lost online access to my accounts for a week and a half and then once that was fixed, I lost use of my debit card. Both incidents were confounded due to my bank operating hours on the eastern standard time zone and me being located in pacific time zone. I discovered on this trip that my bank does not provide 24 hour emergency service on checking related services. You can only get help from XXXXXXXX XXXX XXXX XXXX XXXX  eastern standard time, Monday through Friday. 

On XX/XX/XXXX I attempted to transfer money to my house sitter via XXXX, something I had done before. However, I got a response from XXXX that my account had been disconnected from Fifth Third and it wanted me to re-enter new credentials. In that process, I got a message from Fifth Third bank telling me someone had tried to access my online account and my access was terminated. Since I was traveling my only access to my account was through the online phone app. 

I called the bank and inquired about what the message about and they told me the only way to help me was I access my account via the Internet, not through the online app on my phone. I was in a remote area and barely had cell service and did not have access to the Internet, so they could not help me. Finally a week later I was able to access the Internet and called the bank to try to reset my password. However this time they could not help me because it was after hours and no one was available. It was still business hours on Pacific Coast time. However, since Fifth Third operates on Eastern standard time and they were already closed they couldnt help me. It took another half a week before I had XXXX  access and I could reach a person to reset my account. I was a week and a half late transferring money to my house-sitter. Fortunately, she was understanding. 

Next, on XX/XX/XXXX, I attempted to use my debit card in XXXX Washington. The first purchase was fine however I got a security statement text for the second purchase asking if it was me.. I replied, saying yes. We tried the transaction again. It was declined the second time and then I got a text telling me my card had been deactivated. 

So once again, I try to call the office but it is XXXX XXXX on Saturday afternoon in XXXX and there was no one available to help after XXXXXXXX XXXX Friday. According to the voice recording, I had to wait until Monday morning, XXXXXXXX XXXX  Eastern standard time to be able to get help. Once again I had no access to my money. 

This was the first time I learned that my bank does not provide 24 hour debit card service or account security. I called the number on the back of my debit card that it says to call if you have any questions. it was the same number I had called and there was no one who could help.

Do consumers have any rights to access their accounts and use their money via debit cards or online access? 

I talked to a representative at my local branch on at Fifth Third Bank, XXXX XXXX, XXXX, KY on XX/XX/XXXX at XXXX He sat there and listened to my complaints, but just said weve never provided 24 hour service and did not seem at all sympathetic to the fact that I was on vacation on the opposite side of the country and could not access my money. I realize this is just pathetic customer service, but does a bank have any obligation to their customers to access accounts? Do I have any recourse or rights?