Consumer complaint received 2023-01-04
Company: HUNTINGTON NATIONAL BANK, THE
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Mortgage Company As Reported On My Credit Report : HUNTINGTON MTG Issue : Missed/Late Payment - XX/XX/XXXX - {$180.00} Actions Taken : Contacted Huntington Customer Service XXXX We were setting up auto-pay ( because this option was not previously offered and they starting offering this option on this date ), and we made an extra payment as we were concerned that auto-pay would not kick in for next month 's bill that was due to generate in several days. 

That payment was never applied ( or setup as a credit on the account ) to next month 's bill ; it was applied to the principal loan amount. We were not notified of this, and to the best of our knowledge, we were not notified that our account had fallen into delinquency status. Huntington reported this missed payment on our credit report, and we ( my wife XXXX XXXX XXXX ( aka XXXX XXXX XXXX ) and myself ) took a major hit to our credit score, approximately XXXX points subtracted from our total score. 

We reached out to Huntington on approximately XX/XX/XXXX to report the error and see if we could work with Huntington to get this issue corrected and to have the missed payment removed from our credit report. The agent that we spoke with immediately noticed the problem, and advised that we either reach out to XXXX via email. 

We reached out to the above email address the following day, and we received a reply from the support group : " On Mon, XX/XX/XXXX at XXXX XXXX  Customer Assistance Support XXXX wrote : Dear Valued Customer, Thank you for your E-mail regarding your Credit Dispute. 



So we may assist you with this, Please send any documents showing the error on Huntingtons behalf. Kindly, E-mail the requested information to XXXX Or you may write to Huntington Bank, Attn : Disputes, XXXX XXXX XXXX, XXXX, Ohio XXXX. Thank you for banking with Huntington. We appreciate your business. 



Please do not reply to this message. Replies to this message are routed to an unmonitored mailbox. If you have any questions, please call us at XXXX between the hours of XXXX XXXX Monday through Friday or XXXX XXXX XXXX  on Saturday. '' We provided a screenshot of our credit report, and a brief summary of the situation, and that the extra payment was mistakenly applied only to the principal amount several hours after we had received the above email. We did not receive a response. We reached out about a week later, and no response was received. 

We called Huntington Customer Service again, and we were advised to file a dispute with XXXX and XXXX. We followed through with this recommendation. The first dispute resulted in the missed/late payment being XXXX 'd out on our credit report, but the late payment was never removed. We filed another complaint, and it was closed and we were advised that the creditor is reporting that the information on our credit report is reflecting correctly. The initial disputes were filed through XXXX 

We filed two additional disputes through both XXXX and XXXX. Both were closed with the same reasoning. We've reached out to both XXXX and XXXX via phone, and we were given the same reasoning but they advised that they would escalate these issues. To be clear, we have no issues with the credit reporting agencies, just Huntington.

We reached out to Huntington Customer Service again in order to get clarification as to why the payment was XXXX 'd out, but was never removed from our credit reports. We were advised that XXXX no longer handles these types of issues and that we should write a letter to the following : Huntington National Bank ATTN : Dispute XXXX XXXX XXXX, XXXX, OH XXXX We've not written a letter to them, because at this point we do not believe that Huntington is making good faith attempts at getting this issue resolved. 

All in all, this is unacceptable. We've had multiple issues with this bank in the past ( similar type of scenario back in XXXX, and the only way we could get that issue resolved was by filing disputes online ). It appears that continuing through the normal channels to fixing this issue is getting us nowhere. We don't have much of a choice other than to use them since now our credit score has been damaged due to this error, and refinancing with another mortgage company ( especially now due to high inflation/mortgage interest rates ) would result in a much higher interest rate vs what we currently have now with Huntington.

This has also ruined the ability for us to look for a new home or any large purchase that may require financing. We plan on having children, and we've been discussing buying a larger home for that purpose. This loan was supposed to assist in renovations to the townhome that we currently live in, and now we regret following through with this as this has caused irreparable harm to our credit score, and as it stands right now, by the time this reporting error falls off of our credit report, I'll be in my early XXXX 's as will my wife. 

As a sidenote, it has been mentioned by Customer Service that they receive many complaints regarding issues like this.

Company response to consumer: Closed with explanation