Consumer complaint received 2020-12-09
Company: HUNTINGTON NATIONAL BANK, THE
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Huntington Bank Dispute : Inquiry Reference No. XXXX ( {$190.00}, {$250.00} & {$300.00} ), Inquiry Reference No. XXXX ( {$300.00} ), Reference No. XXXX ( {$490.00} ) and Reference No. XXXX ( {$990.00} ). 

On XX/XX/2020 my account was fraudulently accessed when I called XXXX Customer Service to inquire about three suspicious charges showing as pending on my account. As I began questioning the representative regarding the nature of the charges the line abruptly disconnected. I again accessed XXXX Customer Service, requested a supervisor and was transferred to XXXX ( XXXX ). After a detailed account of my experience with the previous representative and concerns about fraudulent action against my account, XXXX opened an Inquiry ( Case No. XXXX ) for investigation. At the conclusion of the above referenced conversation with the XXXX, XXXX representative I contacted Huntington Customer Service. Unfortunately it was after business hours, they close at XXXX XXXX  requiring me to follow-up the next business day. 

On the morning of XX/XX/2020, I once again contacted Huntington Customer Service. The following is a timeline of my conversations with Huntingtons Online Banking Team, Dispute Resolution Team and XXXX XXXX XXXX. 

XXXX XXXX, XXXX : Huntington C.S . Rep. XXXX - I Explained that I had contacted XXXX to request clarification of three charges. When my initial call to XXXX was transferred it appears that it was intercepted by scammers without the knowledge of XXXX or myself. During the conversation I was asked for authorization to access my account, which my debit card is tied to, in order to verify the charges in question. I authorized the access because I thought I was speaking with an XXXX representative investigating the questionable charges. As the investigation continued it was explained that additional unauthorized charges had been discovered and would be refunded but I would need to open a XXXX account in order to receive the refund. Unbeknownst to me three charges, {$190.00}, {$250.00} and {$300.00} ( Inquiry Ref. No. XXXX ), described as XXXX XXXX were withdrawn from my account. Additionally another {$300.00} ( Inquiry Ref. No. XXXX ), described as XXXX, was debited from my now closed MasterCard ( XXXX ) for the purchase of an XXXX gift card erroneously referring to my youngest son as the purchaser. An attempt to purchase an additional {$300.00} XXXX gift card ( Inquiry Ref. No. XXXX ) was unsuccessful because it was billed to an unknown XXXX card with me as the purchaser. Additionally, funds totaling {$1400.00} were withdrawn and distributed through the newly opened XXXX account without authorization. Funds for {$490.00} ( Case # XXXX ) were paid to XXXX XXXX and {$990.00} ( Case # XXXX ) were paid to XXXX XXXX. The unauthorized funds were taken from my oldest sons account, which is not tied to my debit card. As our conversation concluded, Huntington C.S Representative, XXXX stated that this situation would be thoroughly investigated and a provisional credit would be applied to my account and I would be periodically updated. 

XX/XX/2020 : After one week without an update, I contacted Huntington Customer Service for an update and to inquire about the provisional credit. I spoke with Huntington Customer Service Representative, XXXX and was transferred to XXXX in Debit Card Disputes who transferred me to XXXX XXXX, Digital Support Specialist. He stated that the provisional credit should have been issued and he would look into it. I felt that, due to the amount of money involved ( {$2200.00} ), I should file a police report and he concurred. The complaint was filed with Officer XXXX XXXX ( XXXX, case # XXXX ) of the XXXX XXXX Police Department and sent a confirmation email to Mr. XXXX on XX/XX/2020. A provisional credit of {$440.00} ( {$190.00}, {$250.00} ) was issued excluding the {$300.00} debit charge. 

XX/XX/2020 : I received a letter from Huntington stating the merchant, XXXX, credited my account {$300.00} on XX/XX/2020, but my account was actually credited XX/XX/2020. Although the charges in question were not approved and the transaction in its entirety was fraudulent, Huntington stated that they had documentation to the contrary. That information I provided was inconsistent with other information found during their research XX/XX/2020 : My son received two letters from Huntington stating that the research had been completed and it was determined that the XXXX transactions, {$490.00} ( Ref. # XXXX ) and {$990.00} ( Ref. # XXXX ) were applied as he instructed and therefore would not be refunded. Not only did my son NOT authorize these charges, it wasnt his XXXX account that started the inquiry. 

XX/XX/2020 : Huntington issued a letter of this date stating that while the {$300.00} ( Inquiry Ref. No. XXXX ) in question was never posted to my account the merchant, XXXX, was given authorization to remove the funds. 

An additional letter from Huntington stated that research on the {$190.00} and {$250.00} transactions had been completed and was determined to have also been authorized. The letter further stated that the information I provided was inconsistent with the information found during Huntingtons research therefore, the temporary credit totaling {$440.00} would be deducted from my account on XX/XX/2020. I have been forthright in my attempt to illustrate the fraudulent activity on my account. I have also filed a police report to that end. Please help me understand why I would go through those laborious actions to prove this was fraudulent activity if it was not. 

Ive been a customer of Huntington Bank for more than 40 years. Ive never experienced anything like this and am very disappointed at the handling of my inquiry. Im not sure what was reviewed in this investigation but the manner in which my dispute has been handled is disappointing. I wasnt asked to provide any additional paperwork nor was I contacted for further information. 

On XX/XX/2020, I exercised my right to request the documents relied upon in making this determination. I was told that the information could only be provided by a supervisor and that she would be out of the office until XX/XX/2020. It was further explained that an email of my request would be forwarded to a supervisor for handling. 

Im requesting that this communication be accepted as a request for a thorough review of this dispute. Your attention and resolution of this matter would be greatly appreciated. My reputation, as well as that of my sons has been tarnished and must be repaired. 

Thank you for your consideration, Sent from my XXXX

Company response to consumer: Closed with explanation