Consumer complaint received 2024-06-06
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: FIFTH THIRD FINANCIAL CORPORATION (FL)

I have been dealing with a distressing situation for a few days now related to a check I received from the Federal Trade Commission ( FTC ). On Tuesday XX/XX/year>, I received a letter with a check attached from FTC dated XX/XX/year>. I read the letter, signed the back of the check and proceeded to deposit it using the Fifth Third mobile banking app. A copy of the check, including the letter has been attached for review. After taking pictures of the check on the app, you get a little message at the top of the screen that tells you how long before the money is available. In this case, it told me the money will be available within XXXX business day. 
To provide a background on why I use mobile deposits : I opened my account with Fifth Third Bank, in person, when I resided in XXXX XXXX XXXX. I moved about a year and half after opening the account. I now reside in XXXX XXXXXXXX XXXX and have been residing here for almost 2 years now. The closest Fifth Third Bank to my current address is about a XXXX XXXX XXXX, depending on traffic. I also work M F from XXXX XXXX, making it difficult to be able to get to do any in person banking most days. This is why technology allowing you to be able to deposit checks without having to visit a bank, has been my preferred method. I have used mobile banking to deposit checks in the past into my Fifth Third Bank and other banks that I use. 
Going back to Tuesday, after completing my mobile deposit, I tried to log into my account later that evening and it says my Face-ID couldnt be verified after a couple of tries. I decided to use my mobile password but received a message stating my account has been locked and that I needed to reset my password. I proceeded to reset my password and entered all the information requested, but I received a message stating the information I was entering was incorrect. I was confused and tried to reach out to customer service but they were already closed for the day. 
The next morning, Wednesday XX/XX/year>, I tried logging into my mobile banking again and received the same message as the evening before so I decided to call customer service. The first agent I spoke with told me my account was locked, when I asked why, she stated she couldnt tell me but she will get me to another area where they can provide me with more information. She transferred me to the Fraud department. The first Fraud department agent I spoke with told me that the check I tried to deposit was flagged. I asked why was it flagged, she stated that they could not verify that it was a good check. I told her that I received the check from a XXXX XXXX of the United States, Federal Trade Commission and it didnt make sense that it wouldnt be a good check. She stated that I would need to provide supporting documents, which had to be taken in person, to a branch. Once the branch receives the documentation, it will be sent to their fraud department for review which can take another 5-7 business days. I told her that the closest branch is almost an hour from my home which is why I do mostly online banking. So I asked if the check could be released so that I can deposit with another banking institution. She told me that I had to wait 7-10 business days for that check to bounce back before I can retry with another bank. I asked her to explain what bounce back meant and she couldnt. I asked if I could speak with someone else that can explain what that means because it was not making any sense to me. Youre refusing to let me deposit the check, which is fine, let me at least have the check available to deposit with another institution. 
She transferred me to another agent in the Fraud department. This agent asked me for details of the check. How did I get it, who sent it etc. I told her that the FTC, a XXXX XXXX in the United States, sued a company I had past dealings with and recovered money back from that company. All those that were involved with this company were refunded their money back and this is my share of it. I even read her this part of the letter : You can validate the details of your check and get more information about the lawsuit at XXXX She responded stating that they have flagged the check and that I have to go to one of their branches to provide supporting documentation AND on top of that, my account will be closed. I told her at this point, I dont really want to do business with your bank anymore but I do want you to release my check so that I can deposit elsewhere. She stated because I deposited the check, I now have to wait up to 7 business days before its released. So Im trying to understand, you will close my account, place a hold on my check and I have no recourse? This is unacceptable. I AM BEING TREATED LIKE A CRIMINAL WHEN ALL IM TRYING TO DO IS DEPOSIT A CHECK THAT IS IN MY NAME THAT CAME FROM A UNITED STATES FEDERAL AGENCY. THIS IS DISCRIMINATION AT ITS FINEST. 
Upon doing some research, I found that banks CAN discriminate and they dont have to cash/deposit a check if they dont want to AND they have a right to close my account IF they choose to. I am leaving work early on XX/XX/year> to go to the Fifth Third Branch located at : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. Their phone # : XXXX to present this letter requesting the following information : XXXX. A letter explaining why my account access was revoked. 
XXXX. A letter explaining what exactly about the check, from the FTC in the amount of {$3000.00}, was flagged and what criteria was used to determine this ( other than my name ) XXXX. The contact information for their complaint department XXXX. The contact information for their branch manager and district manager 5. The names of the agent I spoke with on XX/XX/year> and the transcript of the calls ( I was advised by both agents in the Fraud department that the calls were being recorded ) 6. A letter explaining why my account is being closed If I am unable to get these items, I do want in writing WHY I am being denied my rights as a consumer. I also have with me, the check along with the letter attached for verification at the branch.