Consumer complaint received 2023-03-24
Company: HUNTINGTON NATIONAL BANK, THE
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I am writing in regard to an issue I have with Huntington National Bank on an account I am joint owner of, with my daughter. On XX/XX/XXXX, there were 5 fraudulent charges on the checking account. 4 were in the amount of {$21.00} each to XXXX and the 5th was to XXXX in the amount of {$25.00}. These charges were disputed right away ( we were notified via text of the charges on XX/XX/XXXX at XXXX XXXX and were able to lock the card immediately ). My daughter called Huntington and discussed the issue with them. They opened reference number XXXX and said they would issue a new debit card. We then received a letter on XX/XX/XXXX stating that they had issued a temporary credit of {$25.00} and were investigating. We received a letter dated XX/XX/XXXX that stated the account was credited {$85.00} for the XXXX  charges and they had refunded any fees associated with that transaction. We then received a letter dated XX/XX/XXXX which stated they had completed their research and " have determined that there was an error with the transaction. The credit issued was now a final credit. '' It went on to say, " To talk to a customer service representative about this case, call ( XXXX ) XXXX. You can always visit any Huntington branch and speak with a banker. Thank you for choosing Huntington. As always, we appreciate your business. '' My daughter never received a new card and her account had remained locked since that time. I have 4 other accounts through Huntington and I have been able to see all 5 accounts in the XXXX  until recently. On XX/XX/XXXX, I realized I was unable to see account XXXX. I used my debit card online at XXXX to see if I still had access to my debit card for that account. It was declined. We talked to Huntington the morning of XX/XX/XXXX, who informed us that the account was closed ( without our knowledge, notification, or approval ) on XX/XX/XXXX. XXXX, the customer service representative, stated that the account was closed because the fraud department felt there had been an identity theft and it was a risk to keep the account open. Please note that since those disputed charges, there hasn't been ONE transaction to that account. We purposely haven't used that account at all. When I questioned XXXX, about the whereabouts of the {$170.00}, he said that the account was closed on XX/XX/XXXX, it would take 7-10 business days for processing and then it could take up to 10 additional business days to receive the check. He said that typically, a letter would be mailed when an account is closed. We had not received any correspondence from Huntington since the XX/XX/XXXX letter was received. XXXX also stated that we should have visited the branch to get additional information about the fraud case yet we were never informed we needed to visit a branch - and the letter basically stated everything was fine and they thanked us for our business. My concern is that they stated the account is a risk, yet no transactions had taken place between XX/XX/XXXX and XX/XX/XXXX when they suddenly decided to close the account without our knowledge. I asked the company to move that {$170.00} over to my other checking account instead of mailing a check since the check hasn't even been processed yet. They declined and said it had to come by mail. On XX/XX/XXXX, we received a closure letter and check for the {$170.00} from Huntington. Please note that all correspondence ( including the check ) was sent to my daughter, XXXX XXXX, even though the account is in both of our names- and we are joint tenants on the account.

Company response to consumer: Closed with explanation