Consumer complaint received 2023-04-12
Company: HUNTINGTON NATIONAL BANK, THE
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I strongly implore CFPB to investigate the banking practices of the Huntington National Bank as certain conduct seems very reminiscent of XXXX XXXX banking practices ( see XXXX, XXXX ). 

1. On XX/XX/XXXX, I deposited a check for $ XXXXXXXX XXXX through the mobile banking application. 
2. On XX/XX/XXXX, I received an email notification that a hold was placed on the deposit through XX/XX/XXXX. 
3. On or about XX/XX/XXXX, I attempted to log into the mobile application, to no avail. 
4. On XX/XX/XXXX, I placed three calls to Huntington to inquire about the mobile application issue. During one of those calls, I was informed that it was policy to place a hold on the entire account, including restricting access to online banking, my debit card and savings account, due to the hold that was placed on the aforementioned deposit. However, I was reassured that I could access funds deposited prior to and after the subject check by going in person to a branch. I was further informed that the hold would remain until Huntington could verify that funds would be released from the issuing bank, which would likely occur on XX/XX/XXXX and be reflected in my account on XX/XX/XXXX. 
5. On or about XX/XX/XXXX, I placed a call to Huntington to check the status of the deposit hold, and was asked where I got the check from, who wrote the check, etc. During that call, I was further informed that the hold would be extended to XX/XX/XXXX. 
6. On XX/XX/XXXX, I received an email confirming the hold placed on the deposit was released. Thereafter, I attempted to log into the mobile application to no avail. 
7. On XX/XX/XXXX, I called to inquire about the status of the deposit and informed them I received an email stating the hold was released. The customer service agent could not explain why I had received that email and informed me that a hold remained on my account. I placed a subsequent call to Huntington and was informed that on XX/XX/XXXX, Huntington made the decision to terminate our banking relationship and close the subject account due the aforementioned check. 
8. On or about XX/XX/XXXX, I went in person to a branch to make a withdrawal and was told I could not make a withdrawal because my account was closed. This prompted me to call Huntington. During that call, I was transferred to several different people who indicated my account was closed. I finally spoke to a supervisor, XXXX who stated that my account was not closed. XXXX escalated the issue regarding the hold as well as filed a complaint on my behalf. 
9. On or about XX/XX/XXXX, I finally asked my employer to place a stop payment on the check at which time I was informed the check cleared on XX/XX/XXXX. 
10. On or about XX/XX/XXXX, I placed a call to Huntington where I was informed that the Hold Department had finally reached out to the issuing bank to verify the funds on XX/XX/XXXX. 
11. On or about XX/XX/XXXX, I was informed that the check funds would not be released until the issuing bank verified the check and was further informed, I could have my employer forward a hold harmless letter then Huntington could reverse the funds back to the issuing bank. 
12. On or about XX/XX/XXXX, I was informed that Huntington called my employer where the check was verified as being written by my employer and issued to me. Despite said verification, Huntington employees insisted on speaking to someone in the accounts receivable department. 
13. On or about XX/XX/XXXX, I called Huntington and was informed that a timeline could not be given relative to resolving the issue with the check and the hold would remain. I then asked to speak to a supervisor. I was transferred to XXXX, a supervisor, where I was informed that the Hold department was waiting for confirmation from my employer. I informed XXXX that I had spoken with employer who confirmed that he spoke to someone in the Holds department, he verified that he wrote the check, and the check was issued to me, and they then asked to speak with someone in his accounting department. XXXX then informed me that there were no notes confirming any such interaction, rather, the most recent note showed that the holds department was awaiting a returned phone call from my employer to verify the check, and to resolve the issue I needed to have my employer return the call previously placed and follow the instructions that were left by the hold department. Such instructions could not be disclosed to me. 
14. On XX/XX/XXXX, I called Huntington to inquire about the deposit hold placed on the check and was informed that the issuing bank had recalled the funds and the funds were returned to the issuing bank on XX/XX/XXXX. I was also informed that Huntington closed my account and that I should receive a closure letter along with a check for remaining funds in the mail. I also inquired about the status of the complaint that was filed on my behalf and was told that claim ( Claim No. XXXX ) was resolved on XX/XX/XXXX. A new complaint was filed on my behalf, Claim No. XXXX. 
15. Thereafter, I contacted my employer to confirm whether the subject funds were returned to his account. I was informed that no funds had been returned. 
16. On XX/XX/XXXX, I received a call and email relative to the claim filed on XX/XX/XXXX but was unavailable. Shortly thereafter, I returned the phone call and email. 
17. On XX/XX/XXXX, I informed XXXX on the Customer Advocacy Response Team I had an additional concern that needed to be addressed, namely funds that were purportedly returned that had not been returned. XXXX informed me that when funds are recalled they go into an account at Huntington, as is the case here, and had no update as to the whereabouts of the funds as recalled funds is a transaction conducted between banks. Additionally, XXXX directed me to the Huntington Consumer Deposit Account Agreement, which provides in pertinent part, we may close your account at any time, for any reason, with or without notice to you. 
18. On XX/XX/XXXX, I filed a Complaint with the Consumer Financial Protection Bureau ( CFPB ), detailing the information above in hopes of quickly resolving this issue. 
19. On XX/XX/XXXX, CFPB forwarded email correspondence indicating that my complaint was forwarded to Huntington National Bank and that I should a received a status update from the financial institution within 15 days. 
20. On XX/XX/XXXX, I received emailed communication from XXXX in the Customer Advocacy Department. Said communication indicated, that XXXX was in receipt of my complaint to CFPB and that a thorough review of my concern would be conducted so as to resolve my issue as promptly as possible. 
21. On XX/XX/XXXX, I received emailed communication from XXXX in the Customer Advocacy Department. Attached to said email was a formal response in the form of a letter addressed to me and forwarded to CFPB. That letter seemed to have contradicted previous verbal communication from multiple bank employees which indicated the issuing bank had recalled my funds ( i.e, the check deposited on or about XX/XX/XXXX ). Rather, that letter indicated that Huntington did not receive a request from the paying bank requesting the deposited item be returned and that Huntington mailed me a check ( omitting the check number and date of mailing ) for the exact amount of the check deposited on or about XX/XX/XXXX. Additionally, I learned that Huntington closed my savings account and that I should have received a check for remaining funds that was in my savings account. 
22. On XX/XX/XXXX, I forwarded email correspondence indicating that I was not in receipt of any such check and that said check needed to be reissued and forwarded to my new mailing address. Additionally, that correspondence asked for the mailing date and check number, which was not provided to me. To date, I have received no further communication from Huntington and my concern remains ongoing.

23. On XX/XX/XXXX, I provided feedback to CFPB regarding Huntingtons response to my complaint detailing my ongoing concern. 

This timeline constitutes 3 months of the Huntington National Bank being in possession of my funds.

Company response to consumer: Closed with explanation