Consumer complaint received 2025-03-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: FIFTH THIRD FINANCIAL CORPORATION
State: OH

Complaint narrative:
On XX/XX/year>, my bank account was placed on hold without any prior notification. I only discovered this issue when attempted payments were declined. I was completely signed out of my account, unable to reset my password, and my debit card was entirely locked. Upon calling the bank, I was immediately redirected to the fraud department, where I was informed that my account was placed on hold and set to be closed due to alleged check fraud. 

I was then subjected to a series of questions regarding the check in question, including its origin, amount, and purpose, as well as inquiries about prior deposits. After answering their questions, I was informed that the check was deemed fraudulent and that I would need to bring it to a local branch for verification. However, this check is an official XXXX refund check issued by the federal government and distributed by my community collegethere is nothing fraudulent about it. Despite this, I was not even informed that my account had been placed on hold until I attempted to use my card. 

Following their instructions, I visited a local branch, where they had to contact the fraud department once again. I waited nearly XXXX hours for the banker to get through to them. After finally reaching someone, I was told I needed to provide supporting documentation, specifically the original paper attached to the check. However, as is common practice, I had detached the check from the accompanying document before cashing it. To comply with their request, I instead submitted a PDF file of my financial account statement from my college, which was confirmed by the fraud department as sufficient proof. I was then told they would review my case and contact me within XXXX business daysbut because this occurred on a Friday, it effectively became a XXXX business day delay. 

When I later followed up for a status update, I also requested access to my non-fraudulent funds since I am a college student with bills to pay. My paycheck had also been deposited the same day my account was restricted. However, I was told that because my account is under investigation, I can not access any of my fundsincluding those completely unrelated to the disputed check. No effort has been made to expedite this process, leaving me without access to my own money. 

As a direct result of this situation : I missed a {$350.00} rent payment, causing issues with my housing. 
I missed a combined {$170.00} in credit card payments, affecting my financial standing. 
I lost access to my {$350.00} paycheck, leaving me completely without funds. 
I have XXXX access to my money and have had to rely on others just for basic necessities, including food. I also rely on my bank account for transportation to and from my college, which is now at risk. 

On XX/XX/year>, I contacted my XXXX department, which offered to cancel and reissue the check. However, upon informing Fifth Third Bank, they outright refused this solution, stating that I still would not have access to my account, even if a new check was issued. 

I am a student at XXXX XXXX XXXX XXXX and also an employee of the college. Despite my best efforts to resolve this situation, the bank has provided conflicting information at every stage, failed to assist me in accessing my funds, and continues to withhold my money without justification or an expedited resolution.

Company response to consumer: Closed with explanation