Consumer complaint received 2023-08-02
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/XXXX I held a meeting at my house in front of all of my children. I had recently noticed on my bank statement that there were several large charges which at the time I thought were from their gaming on their phones. Upon lecturing my kids about the importance of monitoring their spending. My oldest brought it to my attention that since we are an XXXX family, all of our charges are through XXXX, Not XXXX. I immediately jumped on the phone with my bank to shut down my card. Upon speaking with the representative I told her I think someone got into my XXXX as there were XXXX charges so I believed that is what happened. When speaking with the representative from Huntington she advised me that if you dont log out when done with XXXX XXXX someone can steal your info. I remove the app from my phone and now only use XXXX in a cautious matter generally from a regular desktop computer. 

On XX/XX/XXXX I was issued a provisional credit in the amount of {$1300.00}. They advised me that if more information was needed they would let me know. That this credit was temporary during the investigation to the charges that I disputed. 

On XX/XX/XXXX I recd a letter from Huntington Bank that due to me not submitting the requested information they were closing my dispute and reversing the {$1300.00} back into my account on the same day. I had not recd anything from Huntington regarding additional information. The lady on the phone verified my mailing address to make sure it was correct because they mailed it out. She then stated I needed to email card disputes and let them know the additional information that was needed. Please see attached email. 

XX/XX/XXXX I called into Huntington to check the status of the dispute to make sure I didnt miss anymore paperwork and was advised that they wanted to know why I hadnt disputed the charges that went back further. I told Huntington that I was only allowed to go back so far and that they filed the dispute for everything that I could dispute at that time. I sent a print out of my XXXX that showed the invalid charges. 

XX/XX/XXXX I recd mail from Huntington to help with our research I filled this form out and emailed it back to card disputes on XX/XX/XXXX. 

XX/XX/XXXX I emailed completed form and emailed it to card disputes. 

XX/XX/XXXX I was issued permanent credits in the amount of {$800.00}. This is not the amount of the charges that was originally disputed or charged to my account. I called in to voice my concerns for the shorted amount. I was advised that they were re-opening the claim and escalating it. I was shorted the {$530.00} in other credits plus {$75.00} in over draft fees. 

XX/XX/XXXX I sent another email to card disputes advising that I was not happy and that the situation was not resolved. I requested a call back from someone to help me understand what was transpiring with the dispute. 

XX/XX/XXXX I called into Huntington, and discovered there were 2 disputes that were open with your phone representative. I never opened a 2nd account. The credits on my account are from a different dispute. Then they had closed the case again due to the time frame. I explained to the phone representative everything that had transpired. She advised that its 60 days from the day disputed, and that they closed the dispute. That the transactions were too old, I asked her if they were too old why they issued a provisional credit. When I filed the dispute I was advised they disputed as far back as they could go. So what I was being told does not even make sense. She offered to transfer me to a supervisor. Spoke with XXXX, a supervisor, explaining everything to the supervisor. XXXX advised that she would escalate a complaint to see if I could get any resolution. She advised that the bank account being negative was out of her hands. 

XX/XX/XXXX Recd a call from Huntington regarding my negative account. Advised the caller that I was currently disputing my account, and thats why it was negative. She told me that my account will be opened until XX/XX/XXXX then it will close as a negative. She transferred me to the dispute team. Spoke with XXXX, explained what was transpiring. Was advised there were actually 2 cases. She said that she could re-open the case but they kept closing it do to the time frame. Advised her that I only wanted the case re-opened on the disputed charges from XX/XX/XXXX to XX/XX/XXXX. She told me that she was re-opening the dispute and logging a complaint because they were not doing what they were supposed. She said that she was escalating XX/XX/XXXX - Called into Huntington to see where the dispute. Was advised that the case was re-opened, has not been updated with the research team as of XX/XX/XXXX. Advised Huntington I would call back on Friday to check the status of the dispute. 

XX/XX/XXXX XXXX a call from Huntington regarding my negative status. Re-explained everything to the person on the phone. They transferred me to disputes, spoke with a gentleman. He advised that last note from the research department requested additional information XX/XX/XXXX. He said that he put a note in the account regarding the amount that is still owed and they should see that on Monday when I call back. 

XX/XX/XXXX Called into Huntington to check my dispute. The lady who took my call originally told me the dispute was closed due to time. I told her that was not accurate and asked for a supervisor. The supervisor came on the line and told me that Huntington has requested additional information ; I told her as of today I have not received any correspondence for additional information. Phone call went nowhere ; all she would tell me is that its still under review. I advised I would be filing complaints as this is getting no headway and this, 3 months is too much time.

Company response to consumer: Closed with monetary relief