Consumer complaint received 2023-03-22
Company: HUNTINGTON NATIONAL BANK, THE
State: WI
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
On XX/XX/XXXX I signed up for a new Huntington Unlimited Plus Business Checking account. I signed up under a promotion promising a {$750.00} cash bonus when the following conditions were met : Open a new, qualifying Huntington business checking account during a promotional period that falls between XX/XX/XXXX and XX/XX/XXXX. 
Eligible checking accounts for this offer are : Huntington Unlimited Plus Business, Business Analyzed, and Non Profit Analyzed Checking. Account conversions do not qualify.

Make cumulative new money deposits to the new checking account of at least {$20000.00} or more within 60 days of account opening. " New money '' is defined as money that is not currently on deposit in any Huntington account ( except maturing business CDs ). 
Maintain an open account status for at least 90 days. 

The bonus terms state the cash bonus will be paid out within 14 days of meeting these terms. Once that time had passed, I called Huntington Bank customer service on XX/XX/XXXX seeking help. That customer service rep told me that some transactions described as " EXTERNAL TRANSFER TO HUNTINGTON BANK '' totaling {$8600.00} were tagged as " transfers and as such not new money to Huntington Bank so it doesn't count towards the bonus requirements ''. I said obviously that is not right as I have the paper trail that those ACH transfer from external banks were indeed new money to Huntington Bank. The customer service rep ( CSR ) told me that should could not help me any further and that I had to call the local bank for additional info. 

I hung up and called the local Huntington Bank branch in XXXX XXXX, WI that same day XX/XX/XXXX shortly after they opened. I spoke to a teller named XXXX that took my information and said he would investigate for me and call me back. On XX/XX/XXXX I called back looking for an update but was told nobody could help me except the man I had spoken to previously but he was out of the office until XX/XX/XXXX. 

I called back on XX/XX/XXXX and asked for XXXX. XXXX told me there was nothing he could do because I had failed to meet the terms. I asked him to provide me the terms that I failed and he responded to me saying that I failed the bonus terms because I did not maintain a {$25000.00} balance for 60 days as required. I told XXXX that I have the new account paperwork from XXXX and that no such requirement existed. He said he could do nothing to help me. I asked to speak to the branch manager. He told me that the branch manager told him she already explained this all to me and that she could not help. I have still never spoken to the branch manager so I expressed concern why they would be lying to me about that. I asked to speak to her and was told that she " was on a conference call ''. I asked when I could expect to hear back from her. I was told " I don't know because conference calls can take hours ''. I asked when a good time would be for me to call her back and was told that he " could not provide that information ''. 

At this point I'm flabbergasted at the level of disrespect, avoidance, and rudeness that this branch and staff have showed. 

Later in the day of XX/XX/XXXX I called the Huntington Business Checking customer service line in an attempt once again to resolve the issue before issuing this complaint. I spoke to a woman who put me on hold for a while. She came back and confirmed that the new account bonus terms that I have listed above were correct. She said it is showing in their system as failed. I asked what part is showing as failed and she told me that my initial external ACH transfers into my account are being " recognized by Huntington 's system as internal transfers or not new money and that there is nothing she can do ''. I said " I do not understand you and I both have paper trails of these external ACH transfers how can you claim they are not new money?? '' She responded that she understood my frustration but there was nothing she could do. 

I have all of the original paperwork of the bonus terms when I opened the account as proof, but Huntington Bank does not care and says they won't pay out, so I am submitting this complaint.

Company response to consumer: Closed with monetary relief