Consumer complaint received 2021-11-26
Company: HUNTINGTON NATIONAL BANK, THE
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2021 at or around XXXX PM at Huntington Bank located at XXXX XXXX XXXX XXXX, XXXX, OH XXXX. 

I attempted to deposit XXXX {$20.00} bills into my mothers account using her debit card, the ATM began counting the funds according to the sound I heard coming from the machine and then proceeded to spit the money from the machine into the parking lot which the money then flew everywhere. 

There were other customers who then got out of their car and proceeded to help me gather the money which was blowing all over the parking lot all but XXXX bills were recouped. 

I then began to walk to the ATM machine to get my ATM Card and there were a few bills that was in the ATM at which time I tried to grab my card and the ATM would not release it and sucked up what I believe to be XXXX {$20.00} bills. 

The teller then proceeded to tell me through her microphone to come in and she will retrieve it from the ATM. 

I then parked my vehicle and went inside to have what I thought would be an easy conversation. 

I then told the teller about my ATM card and also told her about the money, she went to get the manager and i told the manager that i bank with XXXX XXXX XXXX XXXX and I have never had an issue with that happening before. The Manager then told me that it isn't typical and that their machine must have glitched and all she can do is say sorry. I then asked her is there a report or incident ticket we can write up ( as she completely lacked empathy ) so that when at least when the bank reconciles at the end of the day and there is extra money that it can be returned to me. 

She then repeated that like I said I can apologize and that is about it. I said that is unacceptable is there a manager or whoever you report to that may be able to do something about this. She then repeat the same thing again, so I asked her if this is standard procedure, if it is okay if I record her saying this so that I have some type of evidence, that this did occur and that I did try to speak with someone. 

The manager then immediately left and went to the back without saying anything as well as the teller that was waiting on me, the teller then came back and asked me if I could step to the side which I did ( because I thought I was waiting on her to come out with a resolution as I thought she was making a phone call ). 

Instead the manager called the XXXX XXXX Police Department and lied and said that I was damaging property, yelling, being Irate, & refused to leave. All of which was a lie as I had my XXXX year year old daughter with me, and would never behave like that in public and was never asked to leave the branch. I was not irate I wasn't even aware that there was a problem and thought that the manager was getting more info on what to do until the police department showed up. 

The officer began to tell me that if I was lying and what they said I done was shown to happen on camera that I would also be charged with fraud for lying, I told him that was fine and what will happen when we find out that they are lying and filed a false report. 

The officer reviewed the camera and then said that it must have been a mistake from dispatch and the other officer then proceeded to say that no that was what they called and said, they then said that they asked me to leave and I was trespassing all because I asked what more could be done about the mistake that happened.

The officers then informed me that the manager said I received all of my money, which was not the case because a few dollars weren't retrieved as well as the money that the ATM had sucked back in with the card.

I was escorted off the property and told I could not come back to the branch were an officer then told be if I feel I'm not being treated correctly that there are many other banks that I should move our families money too.

I was racially profiled and was not treated like a valued customer yet alone a human being. 

I have filed a complaint with XXXX Police Department the incident number documenting the false report that was filed is XXXX which has all of the details and I will attach as soon as it is made available to me on Monday XX/XX/2021. 

I have also filed a complaint with Huntington Bank with case XXXX I plan to file a complaint with the XXXX as I feel that I was racially profiled. I will also attach that report after my formal interview on Monday XX/XX/2021.

Company response to consumer: Closed with monetary relief