Consumer complaint received 2018-02-08
Company: HUNTINGTON NATIONAL BANK, THE
State: HI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Dear Sir or Madam : I am seeking assistance to for disputing the charge in the amount of {$200.00} on my account with Huntington Bank. 

I have stayed at XXXX XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX, XX/XX/XXXX. Few days later, the charge of {$200.00} showed up on my account on XX/XX/XXXX. Ive contacted Huntington and cancel my XXXX debit card and requested a replacement as well as opening the fraud and dispute claim. At the time I was not sure what the charge was for since I prepaid the accommodation thru XXXX. 

I have made several attempts to contact with the XXXX XXXX XXXX and did not get any responses. After filing dispute and reported the fraud, Huntington customer service has advised me that the charge was due to missing key fob and the charge was based on the agreement I signed. The issue is that I have left key fob in the room upon departure, as I was specifically told by the agent who brought keys. 

Just to make things clear, this property is a condominium and some of the residences are operated like XXXX. There is no front desk or staff onsite ( There is a office for condominium residents, but they would not help the guests for the hotel stay. ) Upon arrival, the guests have to contact the number which is posted by the entrance, then an agent shows up to bring some documents, keys, and take your card information. At the time guests are given their check out instruction which is to leave the key fob in the room, since there is no one to check the guests out. 

As far as the dispute process goes, Huntington bank has been not helpful at all. After the initial claim, I was given the provisional credit on XX/XX/XXXX. They sent me a claim form by mail and returned it via fax on XX/XX/XXXX ( it was due on XX/XX/XXXX ), then they reverse the credit on the same day, claiming that they did not have an evidence from me. 
Ive contacted Huntington and they reopen the claim, then the provisional credit was issued again on XX/XX/XXXX. I received another claim form by mail and returned them on XX/XX/XXXX. On XX/XX/XXXX, the credit was taken out from my account again and Huntington has closed the claim due to no evidence, according to XXXX, customer service agent. She told me she will put the note, saying the key fob has been left in the room and told me she has processed the provisional credit again and I would see it in my account, but it has not happened as of today. 

Ive contacted them again on XX/XX/XXXX and talked to the customer agent, XXXX, but she just said there is nothing they can do and I have to contact XXXX XXXX XXXX to solve the issues. She also told me that she will open the case again, but I may not see the credit this time ( I haven't heard anything back from the bank as of today, XX/XX/XXXX ). 

Huntington does not have dedicated number to fraud and dispute department and they do not let customers talk to them directly. I have expressed my concern that if was able to resolve the issue with the merchant, I would not seeking assistance from Huntington Bank. I asked them it is not reasonable for a merchant to charge me for anything they can not provide the proof of the charge. I also told her that there are several complaints on some travel booking sites ( XXXX, XXXX etc. ) about being charged extra fees and they are not responding to their guests. 

I am requesting that the error be corrected. I should not be responsible for the charge after following the check out instruction from the XXXX XXXX XXXX and something they have no evidence that I didnt leave the keys in the room. 

Enclosed are copies of bank letters supporting my position and experience. Please kindly assist my case, so that Huntington Bank can correct the debiting error promptly. 

Sincerely.

Company response to consumer: Closed with monetary relief