Consumer complaint received 2017-11-21
Company: HUNTINGTON NATIONAL BANK, THE
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Bounced checks or returned payments

Complaint:
On XXXX XXXX, XXXX, my check of {$840.00} was returned and I received a return fee of {$23.00}, within the 24 hour grace period. On XXXX XXXX, XXXX, I received a deposit of {$900.00} ( as I do every two weeks in my Huntington account ) that would have  covered the negative balance and cover the check. This is what I thought the 24 hour grace period was for, it is what is being advertised. Once I received an alert that my check was returned, I contacted Huntington customer service immediately and spoke to 3 different customer service representatives. One was very rude and stated it was at the bank 's  discretion whether they would pay the check and allow the 24 hour grace, another stated that the clause about the bank only letting a customer use the 24 hour grace under Huntington 's discretion, was on the  website. Once I told her that I did n't see it on the website, I was transferred to another representative that told me that I was opt out of letting the bank pay the checks, which was not true. He also told me that I would have to go to a branch to get the issue resolved. Once I got to the bank branch, about XXXX when they opened, the banker told me that I was in fact opt in to having my checks paid and the customer service representative may have been confused. I told her what the other representative said regarding Huntington giving the 24 hour grace period, at their discretion and she affirmed that every Huntington customer gets the 24 hour grace period. She also said it was returned as a precaution to protect me in case it was fraud. She said the system may have picked up that the amount of money that was coming out was higher than any amount being withdrawn from my account before. I asked her, if that was the case, why was the check returned and why was n't I contacted immediately. She stated that the system process the checks in the middle of the night, from XXXX to XXXX, and no one is actually working at that time to contact me. She than got the bank 's branch manager. The branch manager stated that even though they advertise 24 hour grace, its only for certain situations. Which is also not told to the consumer during all of the glossy commercials and advertisements of going with Huntington because they are the only bank with the 24 hour grace period. They did refund the {$23.00} fee but would not process the check and the bank manager stated she would contact someone about the advertisement once I said I would be making a complaint with the FTC. On XXXX XXXX, XXXX, I was contacted by a woman from the executive office, she left me a voicemail and I called her back on XXXX XXXX, XXXX. We spoke on the phone for nearly an hour. She stated that she would contact marketing with my concerns. I also requested that I be reimbursed for the fees from the merchant that I would receive because of the return check and she stated that Huntington will not cover those fees. The fees added up to {$110.00} ( {$84.00} for a late fee and {$30.00} for a return check fee )

Company response to consumer: Closed with explanation