Consumer complaint received 2018-01-09
Company: HUNTINGTON NATIONAL BANK, THE
State: MI
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other service problem

Complaint:
On XXXX XXXX, 2017 approximately XXXX, my son and I was in the XXXX XXXX Huntington National Bank Branch to get a cash advance from my XXXX XXXX account. We entered the bank to which no one else was in line and waited for 5 mins until someone to call us up. There were three employees behind the counter, which neither of them greeted us upon arrival. We were helped by XXXX XXXX. I proceeded to take out my ATM cards, one from XXXX XXXX and one from Huntington itself and both my IDs one military ID with my married name on it and one state ID with my maiden name on it. Upon giving her my IDs, I let her  know I would like IDs. She stated my military ID was not a valid ID along with her tone of voice saying your IDs dont match and they dont look like you in person. I then became offend by her accusations about my IDs. When I told her it was valid as a government ID, to take a cash advance from my XXXX XXXX account of {$800.00}. XXXX began to act unprofessional when it came to my she became livid and said I going to call security, I think you stealing from on account to another if this was your account I will be liable for it. As she is saying this, she is pointing her pen in my face which offended my son who then asked her not to point the pen in my face. She backed away to make a phone call. I told her, go ahead I will wait right here. When she was dialing, she stood there and said nothing and then hung up. It was my thought a person was coming from the back to speak to me about my IDs, instead the police, sheriff and FBI showed up at the bank. They surrounded the bank and my nephews car who was in the car with my son. I was in fear for my children at that moment not knowing if guns are drawn on them as I was inside trying to explain to the cops why my IDs was the way it is. I was in fear for my life and my kids lives unaware what the outcome of the matter would have been. 
The officer verified my identity to XXXX, to which she still insisted I was not the person on the IDs and why I dont have my married name on both. The officer asked XXXX was there any other solution to resolve the matter. There was, XXXX called another manager to see what can be done. The other manager told her she could get a marriage certificate at a later date but go ahead and perform the transaction since she is a patron of the branch. The officer then stated This was a waste of resources for a matter that could have been resolved with a phone call to another branch. I called my husband to bring out marriage certificate to the branch so there would not be any more problems. After the agencies left, I still felt uneasy and uncomfortable about the whole situation yet I had to complete the transaction. When my husband came with the certificate, it was given to XXXX for review and copy. The transaction itself was not complete due to the machine seem to not take my chip. I then left unsatisfied, horrified and belittled as a customer to this branch and by Huntington National Bank. 
I expected a higher level from the manager XXXX XXXX and I am quite disappointed. She displayed unprofessional behavior and escalated a small solvable matter to a disaster I can not recover from. I felt discriminated on, my character decimated, belittled as an XXXX XXXX and horrified. The level of care I received was not the level of care of a customer satisfaction. I went through XXXX and still did not receive my transaction. I left the bank with nothing but unpleasantness and anger. Here I am an XXXX XXXX XXXX being told I dont make that much to take out {$800.00} and called a thief. I was in fear for my life and my kids life. This manager XXXX XXXX could have gotten my family killed because she didnt think to call someone else for help at another branch to deescalate the situation. The rudeness, preconception and unprofessionalism she displayed had my children questioning my integrity and character as a parent. There has been other complaints about XXXX XXXX within the community in the last 3 months. I am filing a complaint with the BBB, XXXX, and informing my friends and family about the disrespectful, discriminatory and rude behavior of this manager. This behavior should not be tolerated by a manager and should be reprimand for her actions. I also contacted legal counsel regarding the matter. Thank you for your time.

Company response to consumer: Closed with explanation