Consumer complaint received 2021-01-09
Company: HUNTINGTON NATIONAL BANK, THE
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XX/XX/XXXX, I attempted to pay a XXXX XXXX Business Loan using my online bill pay feature of my Asterisk-free checking account through Huntington Bank. I pushed the button on a {$1200.00} payment only to realize later that I had already paid off the loan. I went to my local Huntington branch and discussed it with an associate. He told me that the {$1200.00} would eventually get refunded. I was satisfied with that informal explanation because I was glad to have paid off the loan after five years! A couple weeks later, I was worried, though, because my attempt to follow up by phone with Huntington was a disaster. Huntington 's customer service tried to assert that XXXX had my money. I knew that a closed account could not receive funds. I knew that the funds had bounced back to Huntington. 

I returned to my local Huntington branch. The associate, a different one than previous, named XXXX XXXX, put me on a three-way call with XXXX XXXX, at Huntington. Mr. XXXX told me I needed to fax a statement to a certain fax number but could not told me what the next steps would be after that. I told him I wouldn't waste my time sending a fax to a nameless, unaccountable nobody. He said, basically, we're at an impasse then. Days later, I later got an email from Huntington 's XXXX XXXX ( Enterprise Fraud Specialist 1 ). She wrote : " We are writing to let you know that your Huntington Bill Pay payment to XXXX XXXX XXXX in the amount of {$1200.00}, was sent XXXX. 

We forwarded the details of your payment to XXXX XXXX XXXX so your payment can be REFUNDED. Please allow sufficient time for the payee to correct the posting of your payment. You will need to follow up with the merchant directly. '' I should note that my loan was with XXXX. For all I know, it was purchased by XXXX XXXX. Nonetheless, I got the message that Ms. XXXX would not be any help, so I filed a complaint with the Better Business Bureau. This resulted in several hostile interactions with an individual from Huntington who seemed to know nothing about banking or my case. He certainly didn't seem to know anything about listening. 

I had several phone calls with Huntington ( and also XXXX ). There's plenty memorable there, but none that changes the upshot. Huntington refused to refund my money ; XXXX claimed, rightly, that they had not received the funds because the account had been closed the previous month, XX/XX/XXXX. 

I filed a case with small claims in XXXX, OH, where Huntington is headquartered. I appeared before the judge in early XXXX and the case was scheduled for XXXX. Then COVID-19 happened. The judge recused himself. The Huntington lawyer made a last-ditch postponement. The case will be heard XX/XX/XXXX, as things stand. 

Here 's why I'm filing this complaint : Huntington 's lawyer has repeatedly tried to convince me that certain Huntington documents, introduced as evidence into the trial, show things they don't really show. Specifically, he alleges he has provided proof of payment for my Bill Pay payment to XXXX on XX/XX/XXXX. In so doing, it is my claim he has committed fraud on behalf of Huntington Bank. 

The attached documents ostensibly constitute proof of payment, according to XXXX XXXX, Huntington 's counsel in this matter. They do not, according to FDIC regulations. Here 's the relevant passage : from 906. Documentation of transfers " ( a ) AVAILABILITY OF WRITTEN DOCUMENTATION TO CONSUMER ; CONTENTS. -- For each electronic fund transfer initiated by a consumer from an electronic terminal, the financial institution holding such consumer 's account shall, directly or indirectly, at the time the transfer is initiated, make available to the consumer written documentation of such transfer. The documentation shall clearly set forth to the extent applicable -- ( 1 ) the amount involved and date the transfer is initiated ; ( 2 ) the type of transfer ; ( 3 ) the identity of the consumer 's account with the financial institution from which or to which funds are transferred ; ( 4 ) the identity of any third party to whom or from whom funds are transferred ; and ( 5 ) the location or identification of the electronic terminal involved. '' You'll note the conspicuous absence of point number three, above. 

This ordeal has gone on for a very long time, as you'll note from the timeline. Please help me hold this company responsible.

Company response to consumer: Closed with explanation