Consumer complaint received 2020-08-27
Company: HUNTINGTON NATIONAL BANK, THE
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
Letter sent to Huntington Bank. Branch referenced is XXXX XXXX XXXX, XXXX, PA XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX XXXX, PA XXXX XXXX XX/XX/XXXX Huntington Bank Attn : Complaint Department XXXX XXXX XXXX XXXX, OH XXXX Re : Consumer Complaint Earlier in the month of XXXX, I initiated a disputed charge on a purchase made by debit Mastercard attached to my Huntington checking account ending in XXXX. This purchase was for a vacation set for XX/XX/XXXX XXXX of this year. After COVID caused the dates to be suspended indefinitely, I requested that the merchant refund my purchase. Ive supplied Huntington with documentation to this effect On Monday XX/XX/XXXX, I received a letter stating that the dispute had been closed due to lack of supporting documentation from me. Prior to this conversation, I had never been asked for any documents. Not by the person who initiated the claim. Not by email. Not in secure messaging on my account. And not by mail. The rep I spoke with located a letter asking for documents and emailed it to me. They stated this had been mailed but it had no address listed on the letter and it never came to my home. I immediately sent the documents requested I told them I was concerned because the letter stated they were going to reverse {$2300.00} worth of provision credit on XX/XX/XXXX and I did not have that much in my account and had pending ACH transactions that would bounce if the credit was reversed XX/XX/XXXX. They told me they would request the dispute team extend the provisional credit but could do no more I called the following day to follow-up. They told me they had my supporting documents but could not guarantee the provisional credit would be extended. I again told them of the pending ACH charges. The representative suggested I pull the account down to XXXX and then on Wednesday XX/XX/XXXX I should check the balance of my account and if the account was only overdrawn by the pending ACH payments, I could deposit sufficient funds to bring the account to XXXX and due to Huntingtons NSF forgiveness policy, I could avoid any NSF and returned item fees I went down to the branch and spoke to a customer relationship manager, XXXX. XXXX asked me why I didnt come down to the branch first because they would be able to resolve all my issues. I told him of my previous conversations and he agreed with the strategy of putting enough in the following day to cover the ACH transactions ( but not the {$2300.00} of provisional credit reversal ). 
I took my balance to XXXX as instructed. The teller who did this for me liquidated my account without asking me for ID, debit card and PIN or any other information that might identify me beyond the signature card When I woke up XX/XX/XXXX, my account was overdrawn {$330.00}. Per the agents instruction, I deposited {$330.00} so I would not be at a XXXX   balance. All day on XX/XX/XXXX my balance was {$0.00} Today, XX/XX/XXXX I woke up to find my account overdrawn by {$2000.00}. Huntington retroactively posted the provisional credit reversal as a XX/XX/XXXX transaction. They refused the two ACH transactions I had spoke with customer service and the branch about and rather than using the {$330.00} I deposited the day prior to honor the two ACH transactions, they assessed me two NSF fees and held the money deposited against the provisional credit reversal I called customer service to lodge a complaint, they refused to do so I went to the branch. They refused to do anything. I had notified them of the problem three days prior and we had sufficient time to work out a solution and just flat failed to do it. At that point I told them I would not leave until we had a plan of action to fix the issue. 
They told me to wait for a second, hid in the office and called the police. I never was asked to leave. I did not make a scene. I did not yell. I did not use foul language. I did not interfere with other customers in the branch. I simply told them that doing nothing was not an acceptable solution. 
On my way out the door by way of police escort the Relationship Manager, XXXX, ( from the day prior ) was standing at the door grinning at me proud of what he had accomplished. The same XXXX that lectured me for not coming to the branch sooner. A customer had come in with a legitimate problem and rather than doing anything to fix the problem, he was enjoying that he or someone at the branch had called the police Please review the security footage within the branch and calls I have with customer service. Based on the experiences I had with the branch, I am certain they would lie and these materials will validate my recounting. 
I am writing to you to determine if the corporate office supports these actions. The correct thing to do would have been to extend the provisional credit to allow the documentation I provided to be reviewed, honor the ACH charges I had sufficient funds to cover and waive any NSF fees I incurred I am now out {$46.00} in NSF fees to Huntington, the {$330.00} I deposited to cover the ACHs you refused and now I still need to pay those merchants. Each merchant says they will run the charges two more times so thats another {$92.00}. Additionally each merchant is accessing a late fee and a returned item fee totaling {$150.00}. I have been materially harmed to the tune of {$470.00} through Huntingtons negligence. Ive had your employees celebrate my removal by police force for simply trying to get this fixed What will you do to make this right? 



XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief