Consumer complaint received 2026-02-18 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: FIFTH THIRD FINANCIAL CORPORATION
State: KY

Complaint narrative:
On XX/XX/year>, I reached out to XXXX Bank by chat before making a mobile deposit of a check, which originally stated Wednesday XX/XX/year> as the date that the funds would be available by. When speaking with the representative, I advised the representative about the date the funds would be available, because if they were to not be available until XX/XX/year>, I would not deposit the check. The representative advised me that the funds would be available by Tuesday XX/XX/year>, so I went ahead and deposited the check ( Fifth Third 's banking policy advises the customer to ask when the funds would be available if needing the funds immediately, which is what I did to make sure I covered my bases ). 

When I noticed that the funds were not available this morning, I again reached out via chat to ask why they were not available. The representative told me that it would not be available until tomorrow after overnight processing. I requested that the check be canceled since it had not yet been processed, to which he told me that they had already been processed, they couldn't cancel it, and it would be available tomorrow- I've banked with XXXX long enough to know that they don't hold on to funds once it's been processed. They will just release it. This representative, XXXX if i'm not mistaken, was very dismissive. I asked " since the check hasn't been processed, that means that I will have to borrow money from the bank and pay interest on it, not because I didn't deposit it, but I was given the incorrect information? He replied " that is correct ''. I would have not deposited the check given the correct information from the representative in the beginning. 

The next representative that I spoke with, which I do not remember their name, after getting clarification because they love to try to find ways to word their sentences to make sure that it falls under whatever guidelines to keep them from getting fined, confirmed to me that the check had indeed NOT been processed and was to be processed overnight. 

When speaking to a supervisor named XXXX, he was also very dismissive and continued to interrupt me throughout the conversation. I asked him several times if the check had been processed and he continued to repeat himself stating that " the check was pending to be processed ''. I advised him that if it's pending, it's not processed, to which he told me that I was simply " getting into the semantics '' of the the definition or meaning. I asked him several times for clarification on the question that I ask, which he continued to be dismissive about what I asked. I advised him that I would report this to whatever regulatory government agency about the experience and asked who do they report to, he in the nutshell stated that he didn't have any information as to who file the complaint with because he was just going to file the complaint internally. I advised that I would prefer external because it may be " just work for them '', but it's real life for me. 

He continued to state that he was unaware of the regulatory agency was, so I advised him that I would do the research on my own and figure it out. I asked him of the first names of the representatives that I spoke with today, to which he replied that he didn't readily have access to that information- I've done customer service for over a decade and have NEVER heard of a customer service manager not having any access to any recorded interactions. He stated that even if he did, he wouldn't give it to me for security reasons. I advised him that Fifth Third Bank has my social security number on file, but the first names of the representatives I spoke with are SECURED MATERIAL!? It sounded completely absurd. They allowed someone to drain my bank account months ago and didn't keep my account secured then, but now all of a sudden, obtaining the first names of the people I spoke to pose a security risk to the company? He gave his own employee number as XXXX. I asked him how I am supposed to keep the information of the people I spoke with by chat, and his response to me was that I should've " screenshotted it ''. I asked him if all XXXX customers are aware that is the only way they'll know who they spoke with the in future and he said he didn't know. Flat out unacceptable customer service from a bank and I would hope that other customers NEVER have to experience this. No accountability by far and with the experience, it is easy to assume that the bank gets to make the mistake and there's no consequence, but no one else does.

Company response to consumer: Closed with explanation