Consumer complaint received 2017-05-17
Company: HUNTINGTON NATIONAL BANK, THE
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
XXXX XXXX, XXXX I Register online with hotel in XXXX City for a stay from XXXX XXXX to XXXX XXXX, XXXX. XXXX XXXXXXXX XXXX XXXX - I receive no confirmation email from hotel and I totally forget which hotel I was online with. On XXXX XXXX, I searched my emails and called several hotels to see if I registered, but did not check with the XXXX. I made other room arrangements thinking that my online registration must not have taken given no response, or that they would email me I came to the event time. Early Morning of XXXX XXXX, I see a charge from the XXXX on my Huntington checking account for {$190.00} and get an email talking about my upcoming stay. I immediately call the XXXX that morning and let them know that : 1. I had not gotten any correspondence from them until now.
2. I would not be staying with them for I had to make other arrangements. 3. That they should refund ( or not continue to put through the pending charge ) against my account. The representative said she would see what she could do given that their policy was that they would charge 1 days stay for cancellations occurring within 5 days of a stay. and my cancellation was within that 5 day window ( 2 days away from the stay ). I reiterated that I got absolutely no confirmation from them of that stay until today when they charged and sent the email within the 5 day policy. She assured me she would try her best to credit back the amount. XXXX XXXX XXXX XXXX, I watched daily to see if the amount was credited to my account. No credit issued. Around XXXX XXXX, I called the XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX, OK XXXX : Phone : ( XXXX ) XXXX ) and asked to speak with the General Manager, XXXX XXXX. After explaining the circumstances to XXXX, he argued the policy that was set-up for the rooms I was attempting to reserve and stated that there was absolutely no record of me calling in on XXXX XXXX to cancel the room. So they held it open until the XXXX XXXX and charged me that first night accordingly. I insisted that I had called in to get a refund of the initial amount they had charged, and their lack of documentation as well as poor communications systems resulted in this mess. I stated that it unfair to charge me {$190.00} on a hotel, I did not stay in ; I communicated with prior to my stay ( once I knew my reservation was intact and active ) ; and that there should have been numerous communications sent prior to the 5 day policy period instead of just XXXX 2 days prior to my supposed stay. XXXX XXXX insisted that he could not issue a refund but suggested I go to my bank and issue a challenge to the charge. I thought that might be a viable solution. I called and filed a dispute immediately with Huntington Bank. They sent me a form to fill out and I returned the completed form to XXXX, OH branch on XXXX XXXX, XXXX XXXX a copy should be attached to an email ). Huntington issued a provisional credit of {$190.00} while they investigated the issue! In a letter dated XXXX XXXX, Huntington bank sent a response that they had investigated, and the merchant XXXX XXXX XXXX XXXX provided documentation to support their claim to those funds. And thus, Huntington was going to reverse the temporary credit on XXXX XXXX. As soon as I received this letter, on approximately XXXX XXXX, XXXX, I stopped by the XXXX XXXX again, spoke to XXXX, XXXX of the managers, and again refiled the dispute form. On XXXX XXXX, they indicated that they had not received the required documentation from me ( since there was no documentation since everything was done either online initially then over the phone. ) Thus they, have ended their research and reversed the temporary credit.

Company response to consumer: Closed with explanation