Consumer complaint received 2021-10-28
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:
Hello, I think that Huntington Bank is retaliating against me or discriminating against me. I had filed a complaint in the past due to their mishandling of my car loan. After trying to work with them for over a year, I had to file a complaint and then, finally, they had someone help me and the issue was resolved. 

Here we are again. I refinanced my home and did a cash out option to pay off credit cards. I sent Huntington Bank an overnight package with tracking from the United States Postal Office with a check from the title company payable on my behalf to pay my Huntington credit card. The check is for {$20000.00}. My tracking number shows Huntington Bank received the overnight letter with the check on XX/XX/2021. I called Huntington on Monday XX/XX/XXXX at approximately XXXX XXXX  to ask about the check as I had went online to view my Huntington Bank account information and did not see the payment applied. The person I talked to said they were a Supervisor. This person said they did not see anything and that he would submit a case to be researched. I was given this case # XXXX. No one has yet contacted me. I called today XX/XX/2021 and spoke with a representative at XXXX XXXX ET  approximately. The representative did not find anything on my account and told me that Huntington sent me an email. I checked online on my Huntington account and saw no email referencing this case. I then checked my email ( the representative said it was sent to my personal email XXXX ) and found nothing. I asked the representative if she could resend the email. She said she could not. She said a letter was sent. She stated that the letter is asking for the cancelled check. I asked the representative if that meant Huntington LOST my package with my check as I had the tracking number showing they did receive it. She did not know. It appears Huntington Bank hires call center representatives who can not find information nor help their customers. I'm not sure what is the point of calling them. When I call it tells me to go online to my Huntington account ( which does not solve my issue ) and then says to call back at a later time due to high call volumes.. I asked for a manager. She then transferred me to another number and I got a message that the " Huntington Bank Office was closed.. to please call back again. '' Why can't Huntington Bank be accountable to answering their customer questions when they send them a payment? Why did they lose my check? My credit card is accruing interest and fees. Do they do this on purpose so they can collect more interest, fees and finance charges from their customers? Is this legal? Why can't I get answers? Are they not obligated to answer my question on why they lost my check? Is this how they handle customer 's payments? 

Perhaps they are doing this on purpose because I filed a complaint in the past and they have no interest in helping me and they are retailiating against me now? Or they know that I'm not a powerful lawyer or something- just a nobody XXXX woman- so they can ignore me and not help me. Maybe if I was a rich white woman I would be helped. I just called BACK and ASKED TO SPEAK WITH ANOTHER MANAGER at XXXX XXXX ET.XXXX. I was then connected with a Supervisor / Representative named XXXX. I asked her if Huntington Bank lost my check. She said she would look into it and that she has to open ANOTHER case. Does Senior Leadership at Huntington Bank do this on purpose? They have Associates who are unable to help their customers and give them the run around so that they can continue to collect fees and interest, lose customer checks, and take no responsibility? I'm so fed up with Huntington Bank. They should be accountable in ( 1 ) not losing customer checks ( 2 ) answering to customer questions ( 3 ) following up on customer issues ( 4 ) taking accountability. This Supervisor/ Representaive then told me the " researcher '' is out until Monday XX/XX/2021. This Supervisor/ Representative XXXX stated that there is no direct way to contact the research nor the tea nor the manager of that team.. XXXX said that she did not have a direct number either. She gave me another case number and stated that their service time frame is 4 business days. XXXX was very helpful but could only send another case onward to this " behind the scenes- unreachable research team ''. I will now wait another 4 business days as the fees and interest charges continue to accrue on my Huntington Credit Card. Is Huntington Bank another XXXX XXXX cheating customers in the background and pretending that they are " helping ''? I think this Bank needs to learn what accountability is. I'm so frustrated that something as simple as sending in a payment has to be a complete nightmare AGAIN. I just want someone at Huntington Bank to take accountability, FIND my check, apply my check as of XX/XX/2021 when received and be done. Thank you for your help. With CFPB little people like me have a voice.

Company response to consumer: Closed with explanation