Consumer complaint received 2021-01-04
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:
My problem is with Huntington Bank and how they mishandled Mastercard Charges I disputed on or about XX/XX/2020. 

In XX/XX/2020 I made multiple purchases from an online company, XXXX. I purchased multiple XXXX and other music supplies that totalled {$580.00}. XXXX made three charges {$100.00}, {$42.00}, and {$430.00} which covered multiple invoices. 

The ordered merchandise was delivered to multiple wrong addresses in 5 different states and I never received any of the merchandise. Delivery confirmations to support this were provided from my account on XXXX XXXX website. 

Huntington had originally temporarily reversed the charges awaiting an investigation. Huntington asked for me to provide documentation and have it to Huntington by XX/XX/2020. I made sure by the end of that day, I had emailed multiple pages of documents of proof to Huntington. I then received a letter stating that I had not done this. When I received this letter I immediately called the credit card dispute department and was told by the phone representative that she talked to the agent working on my dispute, and at some time earlier on XX/XX/2020 she had gone to my " file '' and nothing was there, so she sent out a letter and cancelled the reversed charges and took the money back. During my phone call, the representative verified that the email was there on time. I then emailed the information again and had the phone representative verify the information was received by Huntington, again. She verified the email and commented that I had sent a large amount of documentation and had even organized it very well with a spreadsheet to help put it all together. The phone representative then said that within a few days, Huntington would credit the reversal again to my checking account. This was never done. Instead I got another letter from Huntington that they were now refusing to do the research, even though I had provided an abundance of documentation to back my dispute of the charges, and Huntington said that " too much time '' had passed from the original charges.

I was told by Huntington that I had to perform my due diligence by contacting the company and trying to resolve the issue before disputing the Mastercard charges with Huntington. The timing of all of this was in the middle of the Covid-19 Crisis and lock downs. I was not even aware that this company, XXXX, was based in XXXX until I started making inquiries about when my items would be delivered. Deliveries were delayed because of the Covid-19 pandemic. Every communication was delayed. Information on the website was not posted timely and I was not aware that items had supposedly been delivered BUT to wrong addresses. Huntington 's most recent response was that Huntington was refusing to do the research to substantiate my dispute/claim # XXXX. I sent more that sufficient documented evidence that substantiated my claim. I sent over 50 plus pages of documentation, including delivery receipts, etc. I feel as a customer of Huntington my disputed card charges were substantiated with all the documented proof I sent to Huntington on multiple occasions.

I demanded that these validated disputed charges be credited back to my account immediately. Huntington took on the duty to review the provided proof of my disputed claim. If Huntington was not going to consider my claim, they should have told me that immediately. By Huntington 's actions, they have an obligation to review the documented proof of my dispute and credit my account with the wrongful charges by XXXX. I am very disappointed in how Huntington was so quick to dismiss my dispute, especially while in the middle of the Covid-19 Pandemic and during a time when Huntington should have been compassionate and not too, what I would call, " lazy '', to do Huntington 's due diligence. Especially after I was verbally told they would take care of the review. I can provide my abundance of documentation to prove my dispute.

Company response to consumer: Closed with monetary relief