Consumer complaint received 2023-12-12
Company: HUNTINGTON NATIONAL BANK, THE
State: MN
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On Tuesday, XX/XX/XXXX around XXXX central time, I used an ATM provided by Hunting Bancshares to deposit an unknown amount of money. It was at least $ XXXX dollars. I bank with XXXX and used my debit card to deposit the cash. 


The ATM allowed me to deposit and opened the cash chute. I place my bills in, and it says " transaction failed '' or something along those lines, and the cash chute closes. I had one {$20.00} bill left, so in the hopes that my cash was still in the chute, I reenter my debit card to deposit again to find that the ATM had taken my cash. I deposit my {$20.00} dollar bill, which is accepted by the ATM. I did not ask for a receipt because I am under the assumption the transaction went through and was accepted, and I instead wanted to focus on getting my large amount of funds back from the ATM. 


I quickly talked to the bank teller, who told me to contact the support line on the ATM since their ATMs are managed by a third party and not the branch. The Huntington support line tells me to contact XXXX since it's an issue on their end. However, after calling XXXX, they informed me that they do not accept ATM deposits and to call Huntington. The back-and-forth between these two banks continues.

It has been almost a week, and every time I reach out to Huntington they tell me that they can investigate the issue and look into it, but they can only do so if XXXX files a dispute. However, XXXX tells me that they can not file a dispute since they do not accept ATM deposits and that there is no record of transactions showing on my account, so there is nothing for XXXX to dispute. 


I talked with the Huntington branch manager today, XX/XX/XXXX at around XXXX central time, who told me the same thing -- there is not much that can be done unless my bank files a dispute. However, my bank is not involved with the transaction since one was never made and could not be made by the ATM. The branch manager said that after contacting the third-party ATM operator, they were able to confirm that I made a transaction of {$20.00}, but that it was a failed transaction and not accepted, even though the machine told me it was accepted.

The branch manager also suggested I use the ATM to withdraw and " prove '' that I have access to the ATM and that XXXX XXXX be able to file a dispute then, but after calling, XXXX said that is not how their dispute process works and they can only dispute the specific transactions themselves, and said that the advice given to me was not ideal. 


I have asked for the ATM to be audited or balanced, security camera footage, or for some sort of evidence that may be sufficient for XXXX to file a dispute. But they can not give it to me before a dispute is filed, but XXXX can not file a dispute in the first place, and says the issue is entirely consolidated with Huntington and their ATM ( which I personally agree with ). 


It is a frustrating circle of events that I feel trapped in.

Company response to consumer: Closed with monetary relief