Consumer complaint received 2017-11-08
Company: HUNTINGTON NATIONAL BANK, THE
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XXXX XXXX, at exactly XXXX pm per our receipt, I made a XXXX cash payment at the Huntington Bank XXXX branch drive through on my business credit card. Ever since the take over of XXXX XXXX we have had nothing but grief and hours and hours on hold being transferred all over just trying to make a payment!!! You can not link this card with your Huntington ap, so it 's like it 's Huntington but it 's not. One person even told me, " This is n't really a Huntington credit card, we just take the payments. '' That sure makes me feel secure as a now Huntington customer. 

On XXXX XXXX, I called for the balance, dialing the number on the back of the card and it would n't give me a balance just transferred me to a customer service person who then proceeded to tell me that there was NO RECORD OF A PAYMENT and it may take 3-5 business days. I said it 's been FOUR days and you ca n't find a CASH payment. We ended going back and forth with Huntington " Customer service '' all day. We were on a day vacation on the XXXX XXXX XXXX XXXX XXXX and it ruined our whole day. We asked for a supervisor to call us at the end of the day. No one did, so we AGAIN called back to find out the status of the situation and no one knew. 

By the end of business day ( after calling someone to go to our house, go into our files where the receipt was filed call us back with the number which we then called Huntington with XXXX NOTHING WAS RESOLVED. We called the XXXX branch where the payment was made and that employee said she saw the transaction on her screen but could not help us at that time " I am busy with other customers '' My husband said " I am a customer do I not count? '' The answer was " No, you do n't. '' clearly. 

We were then told that our payment which was n't due until the XXXX would actually now be LATE but they would remove any fees. We asked for this in writing and they said that would take 2-3 business days too! 

On the XXXX we were told that the case would be resolved in 3-4 business days so after giving another WEEK we called on XXXX XXXX for literally the 6th time and were told I ca n't find record of the receipt number you said you provided, I ca n't find information on this case. I am going to have to open a whole new case. She said a THIRD one, so what the second was about we have no clue. This is so beyond ludicrous. 

Meanwhile, my husband had asked a deposit question of a branch in XXXX XXXX and that employee said " I can not talk to you about this account you are n't listed on it! '' Unbelievable. He was right with me when we opened this account. So we went into our local branch and she showed us his name on the signature card. Also, every time we give our phone numbers associated with the account we are told that nothing pulls up under those. We told our local manager that as well and she again showed us our phone numbers in the system that are the only numbers listed with our account. 

After yet ANOTHER call ( we have been the ones who have had to pursue this relentlessly as no one in this company has done anything to help us so far in the now 16 days after this transaction was made. We had a ruined vacation day, an have spent hours and hours on the phone with a bank that does not seem to care. When my husband said to a bank manager with Huntington, " This bank is fishy. '' She responded by saying, " I agree! '' WOW! Just wow! What else is there to say?

Company response to consumer: Closed with explanation