Consumer complaint received 2025-01-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH

Complaint narrative:
I wasn't mobile because someone totaled my vehicle, so I deposited the remaining portion of my settlement check via online scan through Fifth Third bank. My account funds were frozen as a result of unusual activity, which I later realized, the next morning, that this was bank policy after contacting them around XXXX. This was inconvenient, but I was eventually okay after the explanation. After I sent over proper documents, I was advised my account would be unfrozen and I could carry on with my life. I have XXXX kids and my finances are crucial. While speaking to a rep before sending the info, I mistakenly dropped my phone, which is crucial in my life with having so much to do daily as an entrepreneur and also having XXXX XXXX XXXX XXXX  homeschooling, XXXX with a XXXX XXXX, XXXX, & the last with XXXX XXXX XXXX. I'm explaining how crucial it was to restore my account, so I did my part & rushed everything to them. 

In less than 30 minutes, they let me know, my check was verified & funds released. I was never concerned about the deposited check, only my regular funds in my account, as I'm aware of usual days it takes to clear a check so I wasn't expecting that money to be deposited until 3-5 days later. I simply NEEDED access to my current funds to XXXX my kid to XXXX, get my XXXX XXXX XXXX to school, by my kids XXXX, & other things that day. 

As I tried to XXXX myself to get my phone repaired, my card was declined. I immediately called the bank back expressing my concern. A rep advised that my account was unlocked, following them mistakenly ordering me a new card & closing the current one I had. After checking with her supervisor, she explained that the card indeed wasn't sent & she was able to reactivate the card. She did & while on the phone with her, the XXXX amount went through. 

I'm not from this city & don't have family/friends here to help, so as I got my phone fixed. After, I went to the register to pay & the card was declined. I called Fifth Third bank back, and the rep ensured the card was fine, open and funds accessible. I tried again, declined. Upon almost an hour of her checking into this & me being quite embarrassed and stranded, she transferred me to Fraud depth. They also insisted that the card was fine and to try repeatedly, then apologized stating that i would definitely be able to use the card in 24 hours after the original rep had restored it. I explained that I previously used it to get to the store. Then after more minutes of " review '', stated, they closed the card again & sent a new one. I asked if they could do what they did again, even if only temporarily so I could pay for my service and get back home as I couldn't take my phone without paying. 

I was literally " seeing red '' when I blinked and got an unknown twitch, not being able to get back home to my XXXX  kids or be productive in my day. They shut my whole day down in one day with run-arounds & confusion. I literally had to exit the store for a moment because customers were entering and I needed to cry and release so I walked on the side of the store and cried. This was indeed the worst day I've ever had. So the end result, I had to walk all the way home, & still wasn't able to get my daughter 's meds or do the countless other significant things I was supposed to. 

They really dropped the ball & were very unhelpful & misleading. I cried the whole walk home, freezing in 20 weather. I immediately had to call my counselor for an unplanned session. I feel so emotionally changed. I can't really explain it but I feel truly traumatized after this day. Just went to bed when I got home. I've been I bed since I got home at XXXX yesterday. It's now XXXX XXXX. I started talking to my first Fifth Third employee at XXXX XXXX & the last at XXXX XXXX  at the store. 

This needs to not happen to anyone else.

Company response to consumer: Closed with explanation