Consumer complaint received 2018-01-25
Company: HUNTINGTON NATIONAL BANK, THE
State: OH
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
RecentlyXX/XX/XXXX evening, I visited Huntington Bank branch ( at XXXX XXXX - XXXX XXXX XXXX XXXX, XXXX OH XXXX ) to downgrade our existing Money Market Account to normal Savings Account, The request was very simple, just to change existing account type and no other changes. 

On counter employee was not well experienced on servicing accounts ( but she was trying her best ) and her one simple mistake has placed us in miserable situations .... 

To switch account type from Money market account to saving accounts, she opened new savings account, transferred fund from existing to new account and in deposit entry ticket, she marked new account deposit transaction as " Cash '', and due to, system raised CTR without any genuine reason. Upon servicing account, while bank employee originated internal account to account service transfer, did not involved even {$1.00} cash deposit, how can your system raise CTR without performing system verification???????? Once CTR was raised, she did not know, how to get out of unexpected CTR or to suppress false alert. 

Due to your employee 's mistake for inappropriately handling transaction entry, we have been suffering. You have responsibility to serve and handle your financial obligations efficiently, not by developing incorrect system, where customers suffers for your mistakes. 

Due to this miserable experience, on XX/XX/XXXX Friday, I visited Huntington Bank ( XXXX XXXX XXXX XXXX XXXX OH XXXX ) and spoke with banker, asking to close my new savings account, which has created all unexpected issues. Since there was a pending online transaction on the account, banker mentioned that, he will put ticket in the system to close account on Monday, and he specifically mentioned that, I will NOT have to come to the Branch again, he was helpful. 

After visiting branch, 6 days passed but since my requested account has not closed yet ( byXX/XX/XXXX ), I called the branch and spoke with same gentleman again, and he mentioned that, there is XXXX cent Interest on the account, which needs to deposit to another account, and due to that, I will have to come to Branch AGAIN.. Just to simply close one incorrectly opened account, how many time Huntington Bank would ask customer to visit bank?????

So question comes is : Is this how customer service you provide to Huntington Bank Customers? Hassles over Hassles, one after  another? 

These types of real life experiences raised questions on credibility of your advertisement of JD Power Awards.

Huntington Bank DO NOT provide facility to submit written service request after logging in to online bank account, which makes additional inconvenience for consumers to write to bank for the service or may be a way to suppress customer complain?

CFPB should investigate these type of complains and hassle customer experiences, and must implement framework, which imposing regulations on banks to minimize burden on consumers to get simple service on account. 

If account can be open online, then why can not Huntington Bank allow customer to close account online?

Company response to consumer: Closed with explanation