Consumer complaint received 2022-09-21
Company: HUNTINGTON NATIONAL BANK, THE
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I mobile deposited a check from XXXX for a balance transfer designed for my Huntington Credit card. I spoke with XXXX about the process. They confirmed the process as legit. Huntington put a hold on it on XX/XX/22 which I then contacted Huntington to explain what the check was for with verifiable numbers and dates etc. After a few levels of customer service managers they agreed to reverse any interest incurred for the hold. That was acceptable to me at that point. Two days later I attempted to access my online banking and was receiving errors. I called and first heard an automated system telling me my checking account was XXXX balance. I soon get through to a representative that informs me that my accounts were froze. I had no calls or notice through phone or email that this had been done. Along with my personal access I manage my business access and no longer had access to that as well. That Friday XX/XX/22 I spend a very long time which I can document explaining my problem and attempting to get through to their fraud department. This could have been handled simply if they made any attempt to contact me and verify my information. At the end of Friday I spoke with XXXX an upper level supervisor who still could not help me. He put me through to his boss XXXX voicemail. I never received a call from her. The following week I waited and then I started receiving notifications from autopay set up with other institutions. I also on Tuesday XX/XX/22 at XXXX XXXX received an email telling me the hold on the check was removed. When I called the bank it still showed my account balance as XXXX and I still didnt have online access. When calling again i was told the email I received was auto generated and my accounts still havent been cleared. In the mean time I am trying to go about my days as a busy XXXX and cant spend that much time tied up on the phone. I have records of 40+ minute calls and many others. XX/XX/22 I started my own XXXX XXXX XXXX to which I got an immediate response. That tells me Huntington only cares about what is in the Public eye. Then they will respond. I was then on the phone with managers when the upper manager XXXX finally calls me back 6 days after I left her the original voicemail XX/XX/22. At that point I asked her if she could get me to the fraud department. No. So since I was already on the phone and working with an online person through XXXX I hung up. Apparently a senior customer service person isnt that concerned enough to call until 6 days later. So by the end of XX/XX/22 after 6 hours of attempts I was finally able to get my accounts unlocked by the online person and the phone manager whom is apparently in XXXX charge finally was able to get my online access back. 

Since then I have spoken with XXXX In the advocacy department and she was able to reverse interest on the credit card and credit me a couple late fees that occurred from being locked out. 

I have asked to be contacted by the VP of operations or the executive in charge of this process. I want a plausible explaination of why this happened in the first place and why there is no direct connection to the fraud department when basically you are being looked at as a criminal. That they absolutely refuse to contact me the consumer and verify any information. I understand fraud is a serious thing but to not have a platform to be able to clear it up in a timely manner is unacceptable. It should have been cleared up on XX/XX/22 or XX/XX/22. My accounts should have never been locked out if I explained what the check was for and had documentation. Every time you call you go through the same verification. Process. I was even willing to go to a branch with multiple ID forms to verify who I am and what I was doing. To have to explain the situation and argue with customer service reps one after the other over and over to get to the next level and and the next is ludicrous. 

So in all this I have spoken to each person as cordially as I could. I explained to each person I understand that they didnt put the system in place but the system is terrible. I was not rude and I thanked each associate along the way because XXXX system put them into those positions. 

I would like to reiterate also. The only email communication I received from XXXX was 1 - the email stating the check was held 2 - the checks hold was released. 

I in no way was informed of them locking me out of my Business and private checking accounts as well as my savings accounts. I had to figure that out on my own as things happened. 

I will continue my work to put out this story until I do get a satisfactory answer, acknowledgment, and apology from the highest operational levels. 

I believe I should be compensated above the reversal of interest and return of fees incurred for my time wasted having to fight Huntington to restore my accounts. It would have take simple phone call from the department that handles holds etc to have cleared up the issue before it became an emotionally and time draining two week process. 

I started with XXXX XXXX XXXX XXXX Ohio when I was XXXX which then went to Huntington. I have had XXXX mortgages and loans and personal checking and savings for over XXXX years. My wife works at a local credit union as VP of Lending and I never switched from Huntington because of the relationships I have had with lenders and tellers and branch managers. Now I have opened accounts there and am deeply considering dropping Huntington over this uncalled for debacle. 

Thank you for your consideration. 

XXXX XXXX

Company response to consumer: Closed with explanation