Consumer complaint received 2024-01-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Late or other fees
Company: FIFTH THIRD FINANCIAL CORPORATION
State: GA

Complaint narrative:
Office of the President XXXX XXXX XXXX XXXX XXXX XXXX Fifth Third  XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, Ohio XXXX XXXX XXXX XXXX I, hereby, wish to file a formal complaint with you and XXXX XXXX XXXX about the XXXX XXXX that I have received from Fifth Third Bank concerning my accounts. The major problem that I have had is trying to resolve my issues by contacting your bankers and/or bank personnel either by phone or in person. I have received either no answers, no return calls or different answers by different individuals for the same questions. I have contacted over six people in your customer service department and bankers/bank personnel in 3 of your branches ( 2 branches in XXXX, GA and XXXX branch in XXXX, FL, where I opened my current money market account ). I was told that they could not help me so they then transferred the calls. They then read me some type of policy or script, thus indicating that there was nothing they could do. Several personnel told me that they would look into the situation and would call me back, which never happened. After getting nowhere with your customer service, I decided to call your XXXX branch where I recently opened my money account in XX/XX/XXXX and deposited funds. I spoke to your personal banker, XXXX XXXX, who told me that she could not do anything, but she would inform her branch manager when that manager returned in 10 days and they would expedite a resolution. She told me that they would get back with me but, again, that never happened. After not hearing from her or her manager after the 10 days, I made another call and she told me that she and her manager were working on a resolution, which again never happened. Par usual, I have never received a call back. 
Another issue occurred when I called customer service to find out what the interest rate was on my money market account after XX/XX/XXXX per a promotion letter. I was told that they could not tell me and that I needed to speak with a banker at your XXXX XXXX branch. I called that branch on a Monday and was told that I should call back on Friday. I then went to your XXXX branch and asked the personal banker, XXXX XXXX, and the branch manager, XXXX XXXX, and was told that she could not tell me since interest rates are only reported quarterly on the quarterly statement. There is no way to find out online. 
Another example of misinformation also occurred while I was at your XXXX branch. I was told that all of my monthly statements were mailed to me when I indicated that I have never received any statements in many years. Also, I was told by your customer service personnel that I was set up for paper statements to be mailed. I was told by the branch manager to contact the USPS to find out why I had not received any statements that were supposedly mailed by your bank service. I spent many hours contacting the USPS. I was informed that the daily USPS Informed Delivery reports showed no record of any mailings from Fifth Third Bank except for several mailings in XXXX, XXXX, which is when I received the one and only statement for the statement period XXXX relating to my XXXX XXXX checking account opened in XXXX. This statement showed XXXX dormant account fees being deducted from my balance. I received this statement on XX/XX/XXXX and called customer service immediately on XX/XX/XXXX. After speaking with XXXX customer service personnel, XXXX of your customer service personnel reversed XXXX of the XXXX fees and told me that they could not do anything else and to contact a branch again. At this time, I deposited {$1.00} to my checking account in order to show activity and to prevent any additional other fees being charged. When I explained that I had no communications from Fifth Third Bank that my account was dormant and that there would be more monthly fees, I was told that they could not do anything to resolve this lack of communication. Had I been properly communicated in XXXX, this situation would never have gotten out of control. 
Another example of misinformation/miscommunication that I received was the issue of statements being issued and mailed. I was told by customer service and the XXXX branch manager that all the statements were mailed. However, when I spoke with XXXX from your Resolutions department on XX/XX/XXXX, she informed me that up until XXXX, my account showed a paperless option and then was changed to mail in XXXX. Other than the statement/letter that I received in XXXX, I never received any correspondence from Fifth Third Bank in XXXX, XXXX, XXXX, XXXX. Had I received a statement in XXXX, I would have resolved this issue. When I tried to go online per XXXX request, I only got error messages saying that the document was not available. XXXX became XXXX and my experience with XXXX was tense at best. I did not get the opportunity to request written proof that I changed from mailed to virtual paperless statements for my checking account and back to mailed in XXXX. I exclusively maintain paper statements with all of my other banking relationships. Another prime example is my paper statements set up for my 5/3 Relationship XXXX XXXX account. 
Based on the above, you should understand why I can not recommend Fifth Third Bank to any family members, friends and business associates. In fact, some family members and friends are probably going to close their accounts with Fifth Third Bank for the lack of customer service, misinformation and lack of communication that I have incurred. I may not be important to you individually as a customer but this situation will have a ripple effect. 
I would appreciate the courtesy of a response from you. 




CC : XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation