Consumer complaint received 2021-12-16
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: FIFTH THIRD FINANCIAL CORPORATION (FL)

My wife called the branch closet to my home on XX/XX/XXXX and asked about doing an international wire transfer. The banker who answered the phone told her she would need the XXXX code and account number of the recipient and a state ID and scheduled her for a lunchtime appointment. My wife arrived at the bank and the Banker helped her right away. she gave him the information that was requested and he could not get the wire to initiate. He said he would need the recipient banks swift code, my wife called me and I immediately provided the code. The banker was able to process the transfer with that information. He said the wire would take a few hours to process and funds should be available the next day at the latest. I know sometimes these processes take a little longer than intended so I was not surprised when the funds were not received on XXXX. However, when the money had not been transferred by XXXX I knew something was wrong. This is when my nightmare began and I still 16 days later have no idea where my money is and it seems nobody at the bank does either. You can see an exact to date timeline below of our many interactions with the bank. In addition we have incurred over a {$100.00} dollars in international. fees calling the recipient bank asking questions that Fifth Third said were needed and they still cant even tell me where my money is. 

Timeline : XX/XX/XXXX : Sent wire; was told it would take a few hours. 

XXXX : called the branch because the money had not arrived in our international account. Was informed it could take 2-3 business days and to call the next day if I had not received the funds. 

XXXX : called the branch and was told that the bank technically had until the EOB that day to have the money in the account and to call back Monday to have a trace put on if the money had not arrived. 

XXXX : called the branch to inform them the money is still not available and was told they would initiate a trace to locate the money but it could take 5 business days to resolve the issue. 

XXXX : called the branch and spoke to the manager who filed a trace ( I guess the trace was not filed/couldnt be filed as I was told on XXXX ). Manager advised me that he would continue to follow up with the wire room and provided me with the number to call them directly. Called the number provided by the manager and after being transferred several times and XXXX minutes later I was disconnected. Called back and after another exhausting transfer session that took an hour I was told they could not help me to call the dispute team. 

XXXX : Called the dispute team and after only one transfer and XXXX minutes I was told this was a regulation XXXX issue and therefore that team could not help me. Called the wire room again and was transferred several times before being disconnected. Called the branch and was advised that they would have the manager and or banker call me back because there were no new notes on my file. Manager called me back and informed me that the trace on the wire but they had 5 business days to get a response. I explained I understood that but I need my money. Manager advised me to call customer service and that he would let me know if he heard anything. 

XXXX : Called customer service and they said a trace has been placed but we have to wait for the information to come in and once it does the money will be returned to my account. Called the branch after XXXX and the banker said there is nothing on the file but that they technically have 5 business days to give an answer and there is not clear reason why the transfer did not occur but he would follow up and let me know if he found anything out. He said all he knew if the money made it to the intermediary bank in New York. 

XX/XX/XXXX : called the branch and was informed they were busy would have the manager call me back, which he did but he had no information. He said he would reach out to the banker and get back with me. Called the bank twice and left messages for him to call me back. 

XX/XX/XXXX : visited the branch to see the manager who had someone in his office. The banker offered to help and called the wire team and was told technically they did not have to provide a response to us until Tuesday as thats when there business day clock starts ticking. Then we can begin the process of recalling the money which will take at least another 5 business days. 

XX/XX/XXXX : Spoke to the manager and banker multiple times as they tried to assist with going back and forth with the CCT, Disputes and Wire Teams, the manager advised that the records show the recipient bank received the money on XX/XX/XXXX ; called the bank in XXXX and they searched but did not find the money and have not received it they asked for information to identify the wire and I then reached back out to the manager to let him know they have no record of receiving the transfer and asked him to get me any identifying information so I can provide it. The Manager said he was told disputes could do 2 more traces to see if they can find the money. I told him if they could not find the money in 5 days I did not think additional time would help and I just want my money back. Spoke to the wire/disputes team and was advised they should have an answer by the end of the day. 

XX/XX/XXXX : Called and spoke to disputes/wire team and there was no update except they could do 2 more traces and had to wait for the data from yesterday to be pulled and see if there is an update for my case. I advised I do not want more traces I need my money back. Called the branch and asked that they update their records that I want the money recalled. 

XX/XX/XXXX : Called the bank and was told there were notes for the recall but they weren't sure if it could be processed or when but to allow them 90 days.