Consumer complaint received 2024-07-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: FIFTH THIRD FINANCIAL CORPORATION
State: GA

Complaint narrative:
On 7/10/2024 I opened a checkings and savings account with fifth third bank via online. I also had to scan my ID on my phone to  verify my identity to open the account. I was able to open it and set up my checkings with direct deposit from my job. I received my direct deposit into this account. Now fifth third is refusing to let me use my money. I noticed an issue when I tried to XXXX money and it gave an error message saying somethings not quite right, if this is your second time please contact us so I called customer service and was told that my account is new and needs to be opened 10 days and then they switched it to 11 days before I am able to use XXXX. However when I initially set up my account I was able to set up XXXX  and got the message I was ready to send and receive money. I was told I could transfer money to a different bank however because the account is new you have to verify all external accounts with a trial deposit which takes 1-3 business days. I asked am I able to do a wire transfer and was told I would have to go into a branch. I also asked if I am able to have a virtual card added to my XXXX XXXX so I am atleast able to access my funds. I was told by two representatives on the phone that their is nothing anyone can do to get me access to my money and that I would need to go into a branch to withdraw money, I was also told to bring my ID to withdraw. The closest fifth third bank from me is 1 hour and 30 minutes away in loganville GA. I called this location to make sure that I will be able to bring my ID and withdraw and was told yes. I arrive at the branch around XXXX est and let the teller know that I wanted to withdraw all of my money and close this account. I presented my ID as told and the teller informs me my account is on a hold. The teller then calls the bank company on the phone to figure out why and was told I need to verify my identity with a photo ID, physical color of my ssn card and a utility bill. I drove 1 1/2 away to this branch with little gas in my car along with my XXXX XXXX XXXX XXXX to get my money from my account and close this account because this has been the worse experience Ive ever dealt with and was told that if I do not have a physical copy of my SSN card and a utility bill that I will not be able to get my money. I had a copy of my driver license and a digital copy of my SSN card on my phone as well as a phone bill being that I do not have a utility bill in my name. I was informed they would not accept any of this and that I would need to drive all the way back home just to get my ssn card. I explain to the teller that I just got off work and had to drive 1 hour and 30 minutes here with my child and by the time I made it to this bank I had 6 miles of gas left in my car, please keep in mind the temperature outside was 98 degrees. This bank held and is still holding my money that I worked hard for and no was was willing to do anything to help me. I offered to bring back the physical copy of my ssn card the next day if I can present the copy on my phone and was told no.  feel like I was discriminated against because I am XXXX XXXX. I wanted to report that because of this bank and their polices I had to sit outside in a hot car with my XXXX XXXX XXXX XXXX  until XXXX the next day because I was unable to travel back home. The teller provided me with fraud protection phone number to speak with them to see if there was anything that could be done and I sat on the phone for 30 minutes being told that theres is nothing anyone could do and that their offices are closed. I was informed that I will have to just wait outside in the heat unless I would be able to provide a copy of my card. I would also like to say that no one informed me that my account was on a hold or needed any verification. When I walked into the bank and they seen I was a XXXX XXXX trying to withdraw money and close my account they made the process very hard. I sat in my hot car with my child crying and my car shut off from running out of gas. I am a single mother that works and being told that I cannot have my money that I went to work for is insane. Ive never had a bank hold my own money from me and make it so difficult. Me and my child were unable to eat yesterday at all. There was a nice lady that seen us sitting outside and when I explained to her the situation she offered to put gas in my car and to by my child something to eat, if it was not for this sweet lady I would still be sitting outside. I do not have family or anyone to help me, I also cannot drive back to the branch as I do not have enough gas to make it 1 hour and 30 minutes back. I feel that this bank needs to update policies for identification because when I called over the phone I was told this had to be handled inside of a branch but when I went inside the branch the teller told me that the call center is who releases the hold, the branch does not have control over that. I wasted so much time, gas, had to sit in extreme heat and go without food because of this bank. I had an account with them over 5 years ago and I never experienced this type of treatment. As of today the money I worked hard for is still sitting in this bank with no way for me to access it. Im currently home and unable to get back to the branch location and no one over the phone will assist me. Also this bank doesnt open until XXXX I also have upcoming bills that I will not be late on and face late fees do to this issue. No one cared at fifth third to give me my money. I understand that banks have certain rules and regulations however this is unacceptable. Any other bank that I have, I have never not been able to access my money or account. Im also able to handle everything over the phone with a representative instead of going inside of a branch and still being told theres nothing that can be done. If I had known all of this I would have never opened an account. I thought because I had a good experience last time that this time it would be the same or better. I also want to note that fifth third locked my online banking account so I am not able to even login to my account to even see my money. I now have no idea where my money is or if I will ever get it. I feel like I worked for free and this bank took my money. I no longer can login, try to change my password or anything to get in. Before this incident I was still able to fully access my account. It was not until my money hit my account that this bank started acting as if this money is theres and telling me I need proof that this money is mine. Me and my child will go without food, gas and possibly shelter due to this issue. My child was also XXXX XXXX XXXXXXXX XXXX XXXX  due to this issue. I explained to everyone that I do not have gas and I barely even made it and I cannot drive all the back home to get a card that is on my phone. The government takes digital copies as well as any other bank I have so Im not understanding the issue with this bank. I simply want all of my money withdrawn and given to me in cash and to close this account. I do not want to wait any longer for my money. I also cannot login into my account now to provide documentation of what I was told by a representative. I would like to pursue legal action for discrimination.

Company response to consumer: Closed with explanation