Checking or savings account -- Managing an account -- Complaint #4350266

Complaint Overview

Complaint ID: 4350266

Company: Fifth Third Financial Corporation

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Problem making or receiving payments

State: Kentucky

ZIP Code: 40511

Date Received: 2021-05-04T12:00:00-05:00

Date Sent to Company: 2021-05-04T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/2021, I went into a local branch of Fifth-Third Bank and opened an account. During this account opening which occurred inside the bank, I was able to set up my online access in the presence of the account representative. After leaving the bank and over the next few days, I attempted to access my bank using both my mobile phone device via the appropriate mobile app for my XXXX and using my laptop computer running XXXX XXXX XXXX ( Both XXXX web browser and Internet explorer web browser ). During these attempts where I was logging in and reviewing the website and my account profile, I would be prevented from setting up and using the online bill pay section of the 5/3 banking site. On or about 4/30/2021, I called their customer service number and spoke with a representative and explained my frustration with : 1 ) Being locked out of accessing the website via my computer and mobile device. 2 ) Being unable to set up a new payee. She indicated that my account had been flagged as being new and that their system had flagged my account as a " high risk ''. She then made a suggestion that customarily the risk would go down if I refrained from logging into my 5/3 account for 24-48 hours. I spent the entire weekend refraining from accessing my account via mobile device and laptop computer. On XX/XX/2021, I attempted to gain access to my account and was successful in logging into my account via my laptop computer. I then proceeded to set up a new payee for my XXXX XXXX. When I attempted to set up a payment for the new payee, I was able to get all the way through choosing a amount and date, but when I attempted to click the confirm button, their website responded by saying something to the affect of 'You are not allowed to do this, please contact the following number '. On XX/XX/2021 @ XXXX, I returned home from work and attempted to gain access and to schedule an online bill for the above listed XXXX XXXX I again was stymied by an inability to enter the website till I called customer service and was instructed to clear my browser history and cookies. Eventually, I was able to access my account via my laptop by using XXXX XXXX as my browser. Still on the phone with customer service, I attempted to schedule an online bill pay to XXXX and was again presented with the same notification at the final stage of confirming the amount/date. The customer service rep told me again that my risk score was " high '' and their was no way for her to reset or override this 5/3 banking alert. I therefore am making an official complaint that 5/3 is restricting or preventing me from using money that has legally been deposited into my account and which they have no reason to restrict access to. My only way of accessing these funds is to physically walk into a branch office.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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