Consumer complaint received 2018-08-28
Company: HUNTINGTON NATIONAL BANK, THE
State: OH
Product: Payday loan, title loan, or personal loan
Sub-product: Title loan
Issue: Problem with the payoff process at the end of the loan

Complaint:
On XX/XX/2018 we paid our RV loan in full with an overage. The payment made by a third party buyer was in excess of the payoff amount, and paid in the form of a cashier 's check. We deposited the check to Huntington Bank that same day and were told that we could expect a refund check in 7 business days. The check did not arrive, but we received a payoff letter stating our account was paid in full and closed. We called to inquire about the title and check, and were told they couldn't do anything until it was 20 days deficient. We waited the 20 days and asked for the check and title. We were told they could reissue the check and title, but the fastest way to obtain the title would be to take the letter to the XXXX. The letter had the wrong address, so the XXXX won't release the title to me. They asked me to go back to my bank to get this corrected. I called Huntington again on XX/XX/18 and explained the letter had the incorrect address, I'm not able to get the title for my vehicle. They admitted that they put the incorrect information in their system and the check, title, and letter all had the incorrect address. They reissued the check and title at this time. Today is XX/XX/18 - 5 additional business days and I still don't have a check or title. I live within a 10 mile radius of Huntington Bank 's corporate office. I have called and pleaded with this company to do the right thing and provide me with money that was never theirs. They refused. I asked to have them do an Electronic Funds Transfer from their bank to mine. They refused. I asked for them to make the funds available for withdrawal at a local branch. They refused. They have my title and my money - they are taking no steps ( other than standard " It's in the mail, what else do you want from us '' ) to resolve this issue. I expect that if a company finds their process failed, they would do what they can in order to do right by the customer. I feel that not only is this not in Huntington 's process, the representatives they employ are beholden to a corporate motto and can not think/deviate from this process. If this situation were reversed, I would be assessed a daily fee until the funds were deposited to them. The irony of a bank being late paying a consumer and using the phrase " the check is in the mail '' should not be lost with anyone. I hope that this example enables a quality review of their practice and processes when something doesn't go correctly. I hope that this complaint is the only one of it's type that Huntington has to deal with. I hope that Huntington truly values customers as their vision says " At Huntington, we see it as our responsibility to look out for people. Theres a common bond that connects us all as humans, and together, we can make this world better. '' I don't feel that in my situation, Huntington is holding up their vision - I feel that Huntington doesn't take any responsibility to fix their error, simply put - they *might* send the check in the mail.

Company response to consumer: Closed with explanation