Consumer complaint received 2022-12-01
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:
XXXX. On XX/XX/XXXX I received a call from XXXX, the manager of the Huntington National Bank XXXX XXXX asking me to call her. When I returned her call she informed me that there was a person at the Branch who attempted to cash a check from my account but the transaction was not processed due to the signature on the check not matching my signature they have on file. I confirmed that I did not write or authorize that check and she also informed me that there were other checks cashed from my account that week. When I checked my account I verified with her that they were not written nor authorized by me. She then froze my account and I went to the Branch the following day. ( See Exhibit 1 - the screenshot of the transcript of the original call from XXXX on that day ). 
XXXX. On XX/XX/XXXX I went to the XXXX branch, met XXXX and was referred to a customer service Representative, XXXX XXXX who assisted me with closing the account that the fraudulent checks were cashed from, transferring the remaining balance to a new account and opening a fraud case for XXXX security to investigate and follow up ( See Exhibit 2 - an image of the case number written on a post-it for me by XXXX XXXX # XXXX and of the transfer of funds receipt ). She informed me that typically the response would take up to 90 days. 
XXXX. At that time, I was employed in a very high-volume restaurant and with my work schedule during the holiday busy season, did not have a chance to follow-up with Huntington on the outcome of the investigation as I had not heard anything. COVID shut everything down in early XXXX but I still heard nothing from Huntington on my case. 
XXXX. In XXXX of XXXX, I realized that this case was still open. I called the XXXX XXXX XXXX of XXXX and set up an appointment and met with XXXX XXXX on XX/XX/XXXX. I shared all of the documentation that I had from the fraud case. She looked in the system and was unable to find any resolution on the case that was filed in XXXX, XXXX stating that she was unsure if the system even went back that far. At that point, she advised me to open another case which we did. 
XXXX. In XXXX, XXXX, I received a denial of the forgery claim ( See Exhibit XXXX - the aforementioned letter ). The reason for the denial was due to the notice of fraud not being provided within 30 days of the statement being made available to me. 
XXXX. As soon as I got the letter, I called XXXX XXXX and she we scheduled a time to meet that week. I shared the letter with her and she advised me to email her all of the documentation again, which I did. I didn't hear back for around two weeks and when I was able to contact her she informed me that she would look into it to see if the investigation department could to anything but these matters can take up to 150 days to complete and I have yet to hear anything. 
XXXX. On XX/XX/XXXX, my Mother emailed Regional XXXX XXXX for the XXXX XXXX Ohio region. The next day, I received a call from XXXX XXXX a Consumer Advocacy Response Specialist about my case and she said that a police report was requested from the original case. I was never informed of this and assumed that the Bank would get the police involved in XX/XX/XXXX. She said she would take it to her team leader and I also sent her the related documents again. She followed up on XX/XX/XXXX stating that there is nothing they can do as it is not their jurisdiction and outside of the 30-day claim period and also that I should follow up with local law enforcement. 
This long drawn out process and subsequent denials are all based on the determination that the fraud case was filed outside of the 30-day claim period. I filed a claim the day after I was made aware of fraudulent activity and XXXX  failed to respond in a timely manner.

Company response to consumer: Closed with explanation