Consumer complaint received 2015-08-22
Company: HUNTINGTON NATIONAL BANK, THE
State: MI
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
In XX/XX/XXXX we instituted the process to get a re-fi on our mortgage which was to occur on XX/XX/XXXX at XXXX at my husband 's office. On XXXX XXXX at XXXX we received a call from an unknown person who said all the terms of the re-fi had changed. We called our rep who stated that it did not matter that the numbers were wrong, she even said they might be wrong in our favor so we should sign the re-fi papers. She said several times, just sign the papers. When we said we could not possibly sign under those circumstances, she said just go to the closing and the man with the papers would answer all of our questions. We went to the closing, the man stated that as he was just a notary, he could not answer our questions. We, of course, did not sign, and apologized to the man for his time and went home. We thought as our rep was not at work that day, we would wait until Mon. to figure out why she had completely changed the deal and never given us any papers to actually look at ( when pressed on Fri. XXXX XXXX as to why she had not sent us the papers to review before the closing, she said she was too busy ). The new terms, we later found out, involved the closing costs more than tripling and our pay off of savings not occurring for 6 years. As we want to sell our house, a fact which the bank was quite aware of, these terms were not in the least favorable to us.Even with the original re-fi, we still never got a definitive number on what our monthly payment would be -- the numbers kept changing with a difference in our savings swinging from {$1100.00} to {$500.00}. 
Then on Sat., XXXX XXXX while paying bills online, my husband noticed that the mortgage no longer appeared on our account. He immediately called Huntington but got the runaround until the bank closed. Early Mon., we called again. A woman in mortgage customer service told us in a cheery voice, that our mortgage was paid in full. With that news ringing in our ears, we asked to talk to a manager. We were given a name, we called, his voicemail intoned he would be out of the office for two weeks and to call his assistant which we did and left a message.We next went to our local branch and talked to the manager explaining all. He verified that the mortgage was paid off and that our escrow account which was set up to pay for insurance and taxes was also gone.Without our authorization and completely against our knowledge and wishes, the bank had acted as if we had accepted their new re-fi plan which called for them to take our escrow money for taxes to pay down the mortgage and to pay off the mortgage costing us more money for the process. He seemed appalled and flummoxed about what to do. We immediately called our insurance man and found we were paid up until XX/XX/XXXX. The escrow account had only our tax money which were due to be paid on XXXX XXXX. 
We finally talked to XXXX people from Huntington in XXXX -- XXXX said of course they would reinstate the mortgage, another said no they could not reinstate it. We went back and forth with them for a week. They told us that with each day we do not accept a re-fi we owed them more money. 
Our email of XXXX demanded that they put back the current mortgage and escrow account.After no response, my husband called a VP getting his voicemail. Another rep finally called back saying we should be grateful that the VP did not answer our call because the VP would not be as nice to us as he was being and that VP would not give us such a good deal. Deal on what, righting their error? 
Our mortgage and escrow did not appear in our account until the middle of XXXX. By then we had created an account at another bank to put our mortgage payment in. 
The runaround and pressure from the bank continued until XXXX XXXX when we told the bank we would not under any circumstances re-fi with them due to lack of trust.

Company response to consumer: Closed with explanation