Consumer complaint received 2020-02-13
Company: HUNTINGTON NATIONAL BANK, THE
State: WV
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
Have an account with Huntington national bank for 12 years. 

Add an external credit union account to Huntington account in order to transfer money to my new account. 

Verify credit union account through Huntington system with 2 deposits Initiate transfer on XXXX XX/XX/2020. 

I opened a new account with a credit union, attempted to transfer {$3000.00} from Huntington to my new account. The test transfer was successful and the new account was verified by Huntington. But, during the actual transfer, Huntington canceled it without my instruction or permission and now refuses to refund my money that they took out of my account and never transferred. Canceling the transfer should have resulted in an immediate return of my money. 

Receive email Monday XX/XX/XXXX saying my credit union account is suspended in Huntington system, recieve second email saying transfer is canceled Check account Tuesday XX/XX/XXXX, amount of the requested transfer is not in Huntington account, or credit union account Call Huntington online service, speak with representative. I was told that credit union account was suspended and transfer cancelled since my name wasn't exactly the same on both accounts When I asked representative who's decision it was to stop transfer on an account that I had verified I was told " The Federal Reserve cancelled the transaction '' and that I had to bring a statement from the credit union account into a Huntington branch with the full account number and name on it.

I call local Huntington branch and ask to speak to the manager. 

Explain the situation and I'm told the representative will have to talk to manager, research situation and call me back Receive call XXXX XX/XX/XXXX @ XXXX, was told that I would need to bring in statement from credit union, i ask for information on why transfer was cancelled. I was told the manager could tell me when I came in with the statement ( I had opened credit union account the week before and had not recieved a statement yet, which I had told each representative I spoke to through every interaction ) Drive to bank and talk to manager in person. Ask her why the transfer was cancelled. She tells me that the federal reserve had nothing to do with it and it was a decision Huntington made, when I ask why I'm told it could be any reason, like the names sent exact. She also admits that transfers can be made between accounts with different owners, so there doesn't seem to be a legitimate reason my transaction was cancelled. 

I have verified my identity at Huntington bank, in person, state that I am the owner of both accounts and that I initiated the transfer and requested that the transfer would be completed. 

I was told that no, the transfer could not occur unless I brought in a statement from my brand new credit union account. 

I request all of my accounts be closed, manager proceeds to prepare paperwork. I review paperwork and notice it is for my account balance minus the amount I had requested in the transfer. I ask about the discrepancy. I was told that they could not give me my money, even though this was two days after they had cancelled my transfer, without reaching out to me to me first to try and verify the validity of the transfer once. 

Now it has been a week since I tried to transfer money to a verified account, I am still not able to access any of the funds, of which all I requested was a very simple bank to bank transfer. Huntington has blatantly lied about the situation at least once, directly, have denied me a service which is offered on the accounts I hold and have denied me access to my money for a week without even once attempting to verify the legitimacy of the transfer, requesting completely unnecessary information in order to release the hold on my money and has been needlessly frustrating and aggravating.

Company response to consumer: Closed with explanation