Consumer complaint received 2025-04-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IN

Complaint narrative:
I bank with 5/3rd Bank XXXX About a year ago, I enrolled in the Advance program that they offer where you can have 2/3 of your check advanced to you when you need it. The money will automatically be paid back on the next direct deposit date. Because of this rule, and I am living pay-check to pay-check, I always advanced the money back the following day. My pay check is about {$1000.00}, so the advance is {$700.00} and they charge an extra {$40.00} for processing. 
On XX/XX/scrub> 2025 I advanced the money back after a direct deposit draft to pay my bills. 
My next pay day would be on XX/XX/scrub> 2025. This is the first of the month and I needed to pay my car note and my rent. On XX/XX/XXXX, the advance was paid. On XX/XX/XXXX, as I usually did, I went into the account to advance the money back. When I tried I got a pop up message that said that my credit limit was {$0.00}. I tried again and got the same response. I called and the teller that I spoke with told me that I had advanced the full amount more than 3 times and that is why the bank had temporarily suspended my access. I explained that it was the first of the month and I needed to pay my rent, car note, buy gas to get to work and food for my family and pets. The teller told me that there was nothing he could do. He said it was part of the contract agreement. I assured him that noone had told me about that when I signed up and the information is not posted in the Advance section in my online account. I asked to speak to a XXXX. Her name was XXXX. I explained the same to her. She told me that there was nothing that she could do and that I should have paid better attention when I was signing up. I was offended by that and it made me angry. I explained that I signed up more than a year ago with a teller and signed all of the paperwork at which time, this was not explained. She still told me there was nothing she could do. We ended the call, in not such a nice way. I then drove into the location because the bank is open until XXXX on Saturdays. I asked to speak to a XXXX XXXX Within a few moments a nice lady came out and took me to her office. I explained the situation to her and told her what the other XXXX  had said. She told me that there was a department in the back office that she could call and ask them to override the agreement. But then she saw that it was passed noon and said that the back office closes at noon. She told me that I could call or come back on Monday but to be prepared to hear no. 
At the moment, we are without bare necessities in the home, I do not have gas to get to work and I could not pay my car and rent. I need help with the bank to get the money back. Even if someone would have told me a year ago that this would happen, how come it hadn't happen within the past 12 months until now when I need the money the most? And why would the bank not send a notice or an alert letting you know that you have advanced the maximum amount twice and on the 3rd time your account would be temporarily suspended for 30 days?

Company response to consumer: Closed with explanation