Consumer complaint received 2022-11-09
Company: HUNTINGTON NATIONAL BANK, THE
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Saturday XX/XX/2022 I attempted to deposit cash in the amount of {$640.00} through the ATM at Huntington Bank at around XXXX. This location is XXXX XXXX XXXX, XXXX XXXX, XXXX. When the money was being counted in the ATM the machine made a weird sound and it displayed a message on the screen to contact my bank because the institution would be holding my cash. The ATM would not give back the cash or my card. After several minutes the ATM finally gave my card back but no money. I immediately went into the bank and spoke to a teller whom told me that I would need to wait on a manger that was with a customer in the back. This was the first brush off I received into fixing the problem. I then sat and waited. While waiting another customer is working with the same teller and the teller pulls the manager that I ended speaking with to the side to help this man. Which I thought was odd because I was made to wait. The teller and XXXX XXXX  then finished with this customer and XXXXXXXX walked away. I then got up and asked the teller if that was the manager I was suppose to speak with. She then claims that the manger is still finishing up with the customer in the back. I then had to wait another several minutes. When the manager finally approached me she told me where to sit because she went outside to chase down the customer that she just finished to hand him something that he forgot. XXXX finally comes back in and does not introduce herself and starts asking me what happened. I explained my issue at the ATM and seeing that I was visibly upset she just started typing on the computer. She never told me once what she doing or explained how she was working to resolve my issue. I provided XXXX with the receipt from my credit union that I had just left prior to this incident with the amount that was snatched at the ATM. She did not even bother to make a copy for records. After several minutes XXXX writes a sloppy claim number on a pink sticky note and hands it to me and says that they would be looking into this claim first thing Monday morning and they she herself would also be making sure that my account was credited on Monday. I had to ask her for her name and that is when she wrote added her name and her branches phone number to the sticky. She also wrote my phone number down. I then asked her whom I could speak with at that location in case I could not reach her. She gave me the name XXXX XXXX  and wrote this information on another sticky and claimed that she sent the claim number to XXXX also. XXXX  explained because they do not service that ATM she could not credit my account which makes no sense. Because they dont service it should be the reason I was provided a credit. This was the second brush off. About 40 minutes later I called Huntington customer service and the lady told me she was not able to see claim that was submitted yet and that she would not be able to provide a credit either. Although she was not rude I felt this was another brush off to resolve this matter. When Monday XX/XX/2022 came I contacted the bank both bank branches. The one where the incident happened and XXXX  branch and I had to leave messages for both. At around approximately XXXX I decided to call customer service again. The first woman I spoke with looked into the system and then told me it was being looked into and that it would at least be 2 business days before this was resolved. I explained I was not told this and and asked to be connected to a manager. At that point I feel her attitude changed and she became snippy with me but did connect me to a manager. I then explained my situation to this manager and without even looking into anything she gave me the same information that the rep told me. I asked why I could not be given a provisional credit and she told me there were steps that this needed to be investigated and that the earliest I would hear anything would be Wednesday. The incident happened Saturday morning at approximately XXXX and to be told that my issue would not be resolved until Wednesday is ridiculous. I told the manager over the phone that when this was resolved I would be closing my account with them. She just gave me a cynical apology and told me that they would be sorry that I would be leaving the bank. I asked the manager for information so I could file an official complaint and I was told that she would have to file my complaint and that there was no form of communication she could offer me. I asked again to make sure she understood my question and make sure I was expressing my frustration and she still told me that she would need to file the complaint for me. That is ludicrous. How can she file a complaint for me and did not even know what I wanted to say in the complaint? She didnt even ask me. I then hung up with her and decided to post my complaint to XXXX. I got a response asking me to DM the matter. So here I had to go again explaining what happened. The response from XXXX was lackluster also. I then responded saying that I would be filing a complaint with the CFPB and got an immediate response that my issue would be escalated. After about an hour of the XXXX response someone from XXXX branch finally called me and told me she had called off that day and they would have her contact me first thing on Tuesday. It is now Wednesday morning. I never got a call back from XXXX  and no one from the branch where the the incident took place ever called me. Never. This is ridiculous I know that banks give provisional credits when they dont service their ATM. I could have did a bank to bank transfer and waited the same length of time without all this headache and frustration. I tried to deposit cash so that it would be available right away so I could do the things I needed to do. If this is the way Huntington treats their customers I will be telling everyone I know, family, friends and work people about this experience. Plus I work foXXXX XXXX XXXX  so I will make sure that every time I hear that someone is trying to get a mortgage with Huntington I will be letting them know of this matter and the complaint I had to file and let them know XXXX XXXX  would be the better choice. This matter needs to go straight to all people high up with Huntington. I want the regionals of both XXXX and XXXX told what happened. I want all my calls pulled and listened to with customer service and I want all cameras to be pulled from that day to see my escalating frustration. I should provided with a real apology, my money in my account and extra for my horrible experience. Gift cards or something should be provided to me after this XXXX show. I am a long standing customer and up until now never an issue. My account is always in good standing and any manager with half a brain could have looked at my transaction history and provided the credit. It really concerns me that in todays economy that people show how much they dont want or appreciate their job.

Company response to consumer: Closed with monetary relief