Consumer complaint received 2024-05-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IN

Complaint narrative:
On XX/XX/year>, My wife and I went to our local XXXX branch to deposit our tax refund check of {$24000.00}. The teller XXXX XXXX told us that the check may be held because of the amount. It was understandable to us but it was a check written by the U.S. Treasury department. We continued along with our day and later that night we decided to order dinner and our debit card was declined. Logging into our banks app showed that we had a balance of - {$490000.00}. We were mortified and scared that something had happened to our account. We tried to call for help with the phone number on the back of our card ( XXXX ) and tried getting help but there was no help after XXXX. We tried another number that led to the fraud department. After waiting on hold with them they asked if we have had any fraudulent purchases appear on the account. Informing them that all transactions on the account were accurate. We were told that we would need to speak to a bank employee in person. We then called back trying to get another person who would try to provide more information and they said that we would need to provide my tax returns to verify that I was allowed to have a check in that amount. I asked for documents and policies of what makes them flag this as fraudulent and allow my assets to be frozen. I was denied any such information. Was also told that if it was not resolved in XXXX days that the bank would close the account entirely and we would be denied all money including that prior to the deposit. 

Wednesday morning XX/XX/year> at XXXX we went back to the same branch where we had cashed the check and spoke with a XXXX at the bank ( Officer, Financial Center Manager XXXX ) She told us that our account was flagged as fraudulent and are assets were frozen until we could provide our 1040 tax form to show that " I am who I say I am '' and also the amount that I was allowed to have for a check. I needed to email my 1040 to them which would make it transfer unencrypted which means there is a possibility of all my information being leaked on the internet. Once that was submitted she then told us it would take anywhere from XXXX hours to be verified and it would be resolved at that point. Also everything is handled on a first come first served basis and no way to escalate this. We asked her what could we do about money since our assets were frozen. She said that we could ask family and friend to borrow money from. Go to the local food bank and get food from there. There was nothing that could be done and her hands were tied. Also if any bills were due during this time that we would need to tell them to call her so she could explain the situation to them. We were finally able to have her release a small amount of money to us. We asked if she was able to allow them to unfreeze the account to withdrawal money that was there and they already had proof with the 1040 why could they not just leave it that way. She said no they can not do that. I asked her for documents showing what would cause a check to be declared as fraud and what then makes the account to be frozen. I was denied these documents and said that the bank has the right to freeze assets when it wants to. At some point during this day the check showed as being deposited into our account and no longer pending. 

Thursday, XX/XX/year> my wife calls the support number on our cards to see if there has been any update and she is told that the review process takes XXXX hours and the time starts the day after the documentation is provided. After that phone call, I called the same banker we talked to the day before back at around XXXX XXXX and asked her why would she say XXXX hours max and the call center says XXXX hours starting the day after paperwork is submitted. She said that they were wrong and she could do nothing until XXXX hours had passed and she said that it has not been XXXX hours yet. I reminded her that we submitted the paperwork at XXXX the previous day and we are already well past XXXX hours. I informed her that if it is not resolved by XXXX on Friday XX/XX/XXXX that we would be back at the bank to get this resolved. 

Friday, XX/XX/year> I received a phone call at XXXX from the same employee saying that she had called to escalate this and she was told the same thing of the XXXX hours. She said that she wanted to come in early and try to fix this for us since the bank does not open until XXXX. She had said that she escalated it and it would take another XXXX hours meaning nothing would happen until Monday, XX/XX/year> Come Monday morning we will have been without access to our money for XXXX  days ( XXXX hours ).

Company response to consumer: Closed with explanation