Consumer complaint received 2025-10-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: FIFTH THIRD FINANCIAL CORPORATION
State: IN

Complaint narrative:
On XX/XX/year>, I went to the Fifth Third Bank branch in, XXXX XXXX XXXX XXXX, XXXX, IN XXXX XXXX to deposit my settlement checks through the drive-thru. I expected a routine transaction, but the experience quickly became uncomfortable, unprofessional, and discriminatory. 

I handed my signed checks, ID, and Fifth Third card to a teller named XXXX, who took them and disappeared for about XXXX minutes. Then, an XXXX  XXXX XXXX  appeared and asked me, in a very skeptical tone, Where did you get these checks? I was taken aback but calmly replied that they were from a legal settlement. She then asked me why I was given a settlement and why the company would pay me so much. I explained it was from an issue with my previous employer that resulted in an agreement. She asked again for details, and I told her that I could not disclose more information because of my agreement terms. She responded that if I couldnt give her details, she might not be able to help me, and left again. 

After another XXXX minutes, I looked inside and saw about XXXX employees, including XXXX, the XXXX XXXX, a XXXX XXXX XXXX ( XXXX XXXX ), and an XXXX XXXX XXXX XXXX XXXX, all gathered around my checks, talking and looking at them. 

Then XXXX came to the window and told me she didnt believe the checks were real, saying it was unbelievable that a company would issue XXXX checks in that amountone printed and XXXX handwritten. I explained that this was clearly stated in my settlement agreement for tax purposes. She said she didnt believe any company would do that. 

Feeling embarrassed, I parked and went inside. XXXX told me she believed the checks were fraudulent and claimed she couldnt verify them. I showed her emails between myself, the XXXX, and attorneys to prove my claim. She said she still needed to hear from someone and wanted to contact the person who wrote the check. I explained that I couldnt contact the company directly due to the agreement. 

After being treated with suspicion and disrespect, I left upset. I later called the attorney handling my settlement, XXXX XXXX, who agreed to speak with the bank. When I returned, XXXX sarcastically said, I thought you were taking your business elsewhere. I told her I wanted to finish my deposit because the checks were legitimate. XXXX spoke with XXXX XXXX XXXX by phone and confirmed the validity of the checks. 

Despite this, the employees continued to discuss my situation openly in front of other customers, questioning why a company in North Carolina would send checks to Indiana, and doubting that they were legitimate. I explained that the company, XXXX XXXX, has multiple locations, including in XXXX, where I worked. Still, they refused to deposit the checks or even place a hold, saying they couldnt verify them. I left feeling embarrassed, disrespected, and discriminated against. 

The next morning, XX/XX/XXXX, around XXXXXXXX XXXX, I called the branch to get the names of the employees involved. XXXX answered and questioned why I wanted their names, saying, What you finna do with that? and, I forgot, you XXXX know-it-all. She also told me she didnt care and that she was the XXXX, so I could only talk to her. When I asked for customer service, she hung up on me. 

When I called back, another employee ( older white woman with glasses ) refused to give her name or the branch number, then hung up on me again. I later went into the branch with a witness, XXXX, to get names and take photos. XXXX confronted me again, saying, I know you got your money, which was alarming because I never told her that. Neither XXXX nor the other employees offered an apology. 

This experience made me feel targeted, humiliated, and discriminated against because of the assumptions made about me and my settlement. I am filing this complaint to request that the CFPB review Fifth Third Banks conduct, hold the employees accountable, and ensure proper staff training on professionalism, customer privacy, and discrimination.

Company response to consumer: Closed with explanation