Consumer complaint received 2023-10-10
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:
On XX/XX/2023, I ordered parking tickets for a XXXX XXXX concert from XX/XX/XXXX. On XX/XX/XXXX I was also charged {$160.00} for those tickets. On XX/XX/2023, a separate unauthorized transaction from vividseats.com in the amount of {$2300.00} was charged to my same account. When I noticed this transaction, no greater than a week later, I called Huntingtons dispute line and let them know it was unauthorized. They sent me a form to fill out that also told me to provide proof of the transaction and that I had attempted resolution with the merchant. 
After this, they issued me a credit in the amount that was charged. They also canceled my debit card. I waited almost a month for them to send me a new one, but had to call and request a new one. In the beginning of XXXX, the credit was withdrawn from my account, leaving me overdrawn almost {$2000.00}. When I called to see why, they said I had not emailed the form on time and so they had closed the case. I told them I had in fact emailed it on time, and they quickly found out that they had been incorrect so they reopened the case. 
They never issued me back my credit. They sent me another form to fill out which I quickly filled out and sent in by email. A few weeks went by and I called for an update and was told they had once again closed the case due to me filling out the form incorrectly, as I had marked it as a duplicate charge and an unauthorized charge. They explained to me that it was not a duplicate charge and they reopened the case. They also told me to submit proof that I had bought the my actual tickets to the XXXX XXXX concert from another website because the lady thought the unauthorized charge was for a ticket based on the amount that was taken. Note that when I purchased my tickets on XXXX, I made an initial down payment, then set up a monthly payment plan with XXXX to pay the rest off over time. 
I submitted all my proof that was asked for, and once again called for an update. The guy said he would request an update and my credit returned and also said to call if it was not in my account within 1 business day. Two days went by and nothing was deposited, so I called again for another update. 
When this guy was reading through the notes, he mentioned how the reason that the case was closed twice previously was because I had not turned in the form on time. Note that they had admitted the first time that I had turned it in on time, and the second time they never even mentioned anything about it being late ( which it wasnt ). They told me it was cancelled for a whole different reason. He read the update that said they have once again closed the case and will not reissue the credit. They said the amount charged that I was disputing must be the rest of the amount I had not yet paid when I bought the tickets on a whole different website. Not only did I buy this on a completely different website, set up a payment plan with XX/XX/XXXX for the rest of the amount I owed and am STILL paying on, the math wouldnt even add up to being the total amount which I sent receipts of in the most recent email. I explained this to the guy on the phone, and he said he could again read to me the reason why they closed the case and declined the dispute or I could file a complaint with a third party. 
Not only with each form did they ask for things they had already asked for or things that didnt make sense, they falsified their notes for the reasons they had closed the case. I was told before each phone call that they would be recorded, so I know they have recordings that prove the Huntington representatives acknowledged and told me otherwise. They have declined to provide me with my money time and time again and I am extremely behind on payments due to them withdrawing it from my account out of the blue.

Company response to consumer: Closed with explanation