Consumer complaint received 2025-01-08 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: FIFTH THIRD FINANCIAL CORPORATION
State: FL

Complaint narrative:
On XX/XX/XXXX, at around XXXX XXXX, my husband and I visited a drive-through 5th Third Bank ATM located in a plaza near XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL, XXXX. 

I handed my card to my husband, who inserted it and entered my PIN. He then proceeded to deposit {$1200.00} into the machine. The door where the money was supposed to be inserted would not close when the bills were entered. After a few more attempts, the door finally closed, and the machine sounded as though it was counting the money. However, after the sound stopped, an error message appeared on the screen that read something like, " Couldn't read/accept money '' ( I am unsure of the exact wording as I was in shock ). After the error disappeared, the ATM stated it was full and could not accept any more bills. I then clicked the " no more to deposit '' button, as there were no other options. The ATM ejected my card without providing a receipt. I checked my account balance, and the {$1200.00} was never deposited. 

I deposited a total of XXXX {$100.00} bills, XXXX {$50.00} bills, and XXXX {$20.00} bills. 

I immediately called 5th Third Bank customer support, but they were closed for the day, so I could not speak with a representative. I then found their fraud department number online and called. The representative I spoke with advised me to call back in the morning to file a dispute. 

My husband then contacted the XXXX XXXX XXXX XXXX XXXX filed a police report, and provided the same information as above. 

The next day, XX/XX/XXXX, I called 5th Third customer service and filed a dispute. During the call, they stated they could not locate that ATM in their system. A few days later, a temporary credit was applied to my account. 

On XX/XX/XXXX, the temporary credit was removed from my account without any notification or resolution regarding my dispute. 

On XX/XX/XXXX, I called 5th Third support again. I provided my case number and was told I would be transferred to a Senior Account Specialist. After being on hold for around XXXX minutes, my call was disconnected. Following this, I decided to visit my local 5th Third Branch at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, FL, XXXX. 

At the branch, the representative, XXXX XXXX, called the dispute department on our behalf. The department stated that the credit was removed, and the dispute closed because the ATM balanced out and no funds were unaccounted for. They also claimed to have checked the camera footage and found no record of the transaction. I believe this is blatantly false. XXXX then gave us the number for the dispute department to call on our own. 

As soon as we left the 5th Third Branch, we called the number provided. We were forwarded to a Senior Account Representative who asked us to send them our police report and re-opened our dispute. We were told the dispute would have a resolution within 10 business days. We also requested the camera footage from the ATM, but the representative stated that they would add the request to our dispute. We asked for another credit to the account, but this request was denied. We were advised to " be patient '' while the results of the re-opened investigation were gathered. 

We seek to take legal action if the {$1200.00} is not justly deposited into our account.

Company response to consumer: Closed with monetary relief