Consumer complaint received 2021-10-25
Company: HUNTINGTON NATIONAL BANK, THE
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/2021 at approximately XXXX XXXX  I went to the Huntington Bank ATM located at XXXX XXXX XXXX XXXX, OH XXXX, to take out {$860.00} for rent I did a transaction for {$600.00} because that was the ATM limit. The transaction went through I accepted the {$3.00} charge. The ATM said the money is on its way on the screen, it made a sound like the machine was counting and it stopped. The slot to disperse money never opened up! No money came out the Atm machine! The screen then said Thank you have a nice day! I sat there for a couple minutes In shock. I bank with XXXX so I didnt have a number to reach, I immediately drove down the road to the nearest Huntington bank at XXXX XXXX XXXX XXXX XXXX OH inside of a XXXX  XXXX XXXX store. I got in line there was a woman in front of myself there for the same issue. The same ATM kept {$150.00} of her money. I spoke with the bank manager on duty and he said they were aware of this issue and that the ATM has been an ongoing issue. He told me to do a dispute with my bank. I went to another bank called premier bank located at XXXX XXXX XXXX across the street from the ATM that stole my {$600.00} to get {$860.00} out for my rent. I went home called my bank to file a dispute and was refunded the {$600.00} back later on that evening. On XX/XX/2021 the dispute credit was reversed and my bank took back {$600.00}. I called to see what happened and they stated that Huntington bank sent them documents saying that the ATM was working and i received the money. That is % 100 false. I believe they are trying to keep my money because I am not a Huntington customer. I called there dispute department and they said there is nothing they can do, I should file another dispute with my bank and that my bank should have insurance to cover it. I did multiple disputes through my bank ( XXXX ) and they stated that I have to go through Huntington to receive my money back. I went to the Huntington bank at XXXX XXXX XXXX on 3 occasions and spoke with an assistant manager who is aware of the ATM NOT working on XX/XX/2021. They informed me they spent a large portion of the day dealing with angry customers whom had their money stolen at the HUNTINGTON ATM at XXXX XXXX XXXX XXXX OH, XXXX. The ATM was not working that day! The assistant manager has been calling, emailing and harassing the dispute department on my behalf and they arent getting back with her. I would love to know if the ATM video was working because they dont know. I am going to attach screen shots from multiple people on XXXX who had an issue with the Huntington bank ATM at XXXX XXXX XXXX, a paper that was sent to by bank that isnt legible and a document with the atm address, date and amount highlighted. I am disgusted that Huntington is trying to steal {$600.00} from me and appalled that they are basically accusing me of trying to commit fraud. All Huntington has to do is call and verify that the ATM at XXXX XXXX XXXX was not working instead of them trying to commit fraud. I was also told that Huntington workers at the XXXX XXXX XXXX had to put a sign on the ATM down the street at XXXX XXXX XXXX that it was not working on XX/XX/XXXX the same day the ATM stole my money.

Company response to consumer: Closed with explanation