Consumer complaint received 2026-03-10 00:00:00
Product: Prepaid card — Payroll card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: FIFTH THIRD FINANCIAL CORPORATION
State: FL

Complaint narrative:
Formal Complaint Against card issued by Fifth Third Bank, N.A, Member of FDIC administered by XXXX XXXX XXXX XXXX XXXX XXXX for Continuous Decline of Legitimate Online Transactions and Failure to Resolve Ongoing Card Issues. To Whom It May Concern, I am formally filing a complaint against XXXX XXXX, an XXXX XXXX XXXX company, regarding the persistent and unresolved issue of my debit card being continuously declined for legitimate online transactions despite repeated requests for assistance. This problem has been ongoing for over four months, causing significant inconvenience and frustration. Since XX/XX/XXXX, I have repeatedly contacted XXXX support channelsincluding their XXXX chat support and telephone support numbers ( XXXX and XXXX ) to request that online transactions be enabled and properly authorized on my card. Despite numerous attempts, the issue remains unresolved. My transactions continue to be declined across multiple merchants, even though these merchants are reputable, secure, and widely accepted by financial institutions. Throughout the last four months I have engaged in continuous backandforth communication with XXXX agents. Support sessions often expire midconversation, forcing me to start the process from the beginning. I have been repeatedly given inaccurate or contradictory information, such as being told that : the CVV code is missing from my transactions ( which is not true ), the merchant is declining my card ( I provided screenshots proving the bank declined it ), I must attempt the transaction over the phone, which raises security and privacy concerns. Even when the issue was resolved, the fix was only temporary. My card would work for a day or two, only to be blocked againrequiring another cycle of lengthy communication with support. Inconsistent and Unreliable Card Behavior is what makes this situation even more concerning. My colleagues, who use the same type of XXXX debit card for the same merchants, have no issues at all. When I report this inconsistency, XXXX support refuses to escalate the issue to higherlevel management or any specialized team that can provide a meaningful explanation. Support repeatedly claims the issue is due to missing CVV information despite clear evidence proving otherwise. Support Conduct and Service Failures On XX/XX/XXXX, during two separate calls : One support representative abruptly ended the call while I was calmly explaining my frustration. I was again refused escalation to a supervisor or manager. I was told to wait XXXX minutes or XXXX business days before attempting the same transactionadvice that has repeatedly proven ineffective. At this point, the pattern suggests a systemic service failure, not a merchant issue. Since XX/XX/XXXX, my card has not worked for any online transaction whatsoever. Despite continued promises that the issue was sent to the risk strategy team, no progress has been made. Below are the merchants where my transactions have been repeatedly declined : XXXX temporarily allowed, then blocked again XXXX temporarily allowed, then blocked again XXXX temporarily allowed, then blocked again XXXX temporarily allowed, then blocked again XXXX temporarily allowed, then blocked again Sugo always declined XXXX XXXX always declined XXXX always declined I will attach screenshots and chat logs demonstrating that : CVV fields were always provided. Merchants confirmed the bank issued the decline. Onbe support repeatedly failed to address or escalate the issue. Request for Regulatory Assistance Given the duration of this issue ( over four months ), the repeated failure of XXXX to provide a lasting solution, the inconsistent explanations, and the unprofessional handling of my case, I am requesting that your office : Investigate XXXX XXXX XXXX XXXX XXXX XXXX for : improper handling of valid debit card transactions, failure to provide adequate customer support, providing misleading or incorrect information, and unfair denial of legitimate access to my own funds. Require XXXX to escalate this matter to a qualified technical team capable of resolving the issue permanently. This experience has been extremely frustrating, and I believe intervention is necessary to finally resolve this issue and prevent similar incidents for other consumers. Thank you for your attention. I am prepared to provide all necessary documentation, including screenshots, chat transcripts, call logs, and merchant decline evidence.

Company response to consumer: Closed with explanation