Consumer complaint received 2017-06-29
Company: HUNTINGTON NATIONAL BANK, THE
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I purchased airline tickets from XXXX XXXX using the website XXXX, along with travel insurance on XX/XX/XXXX. The total purchase amount was {$850.00} ( according to attached record ). The flight was for Fridat,  XX/XX/XXXX. Upon getting to XXXX Airport, I was informed that my flight was cancelled and would be rescheduled for the morning of the XX/XX/XXXX. On the morning of XX/XX/XXXX, however, I was informed by XXXX that the flight was again cancelled ( Attached ). I needed to be in XXXX by Sunday night ( XX/XX/XXXX ) for a XXXX XXXX course I was taking. I bought another ticket through a different airline ( XXXX ), and sent a request to XXXX XXXX for a full refund ( attached ). I called and talked with XXXX XXXX on XX/XX/XXXX, and was informed that I would need to contact XXXX to get a refund, which I did immediately ( attached ). I was then told by XXXX that I would need to contact a representative ( attached ), where I was told that I would need to get a refund from XXXX XXXX directly. At this point it was obvious that I was being sent in circles in order to avoid a refund, so I contacted Huntington Bank Credit Card services to dispute the charge at the end of XX/XX/XXXX ( when I returned from XXXX ), and took all appropriate steps from there, including information similar to that attached available ( I annotated and provided a narrative similar to this one ). This timeline was from the end of XX/XX/XXXX to the beginning ofXX/XX/XXXX. During this time, Huntington reached out about twice, and when I attempted to return their calls ( the voice message was patchy and prerecorded ) I was shunted from department to department until the calls were dropped. I figured from this that they were n't important, as the message contained no information relevant to my dispute ( i.e. another department was calling for a different reason ). In addition, they sent letters to my permanent address, in XXXX. I was then working and taking classes in XXXX, having my mail forwarded to me. By the time I received the closure notices from home, it was already closed by a day or so. I called to iron out the miscommunication in XX/XX/XXXX, at which point I was asked to send a letter to the dispute department, which I did immediately ( attached ). I again called a few weeks later ( XX/XX/XXXX ) to find the status of the dispute, and was informed that I would need to send a letter to re-open my case. I informed the person that I had indeed done this, and I was told to call back in another few weeks to find out the status of the dispute. I did that today ( XX/XX/XXXX ) and was informed that Huntington would not reopen the dispute, and I was hung up on by a Supervisor. This is clearly an attempt to avoid refunding money for a legitimate dispute, and I have made every attempt to jump through the bureaucratic hoops Huntington has laid out. They have tried to stonewall me by disconnecting my calls, pretending there were no supervisors or managers to speak with, and ignoring or omitting evidence that I have provided to explain my situation.

Company response to consumer: Closed with explanation