Consumer complaint received 2021-11-02
Company: HUNTINGTON NATIONAL BANK, THE
State: MT
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I had a health savings account with TCF. I lost online access to this account. 

I got an email XX/XX/XXXX saying XXXX XXXX would take over my HSA I have included that email below. I was suppose to receive a welcome on or around XX/XX/XXXX. I never got the packet. 

No one at TCF or XXXX XXXX know where the account is. I have made at least 20 plus phone calls and can't get any help. Everyone is acting like the account does not exist and just disappeared. 

Dear XXXX, Welcome to XXXX XXXX. We are writing to introduce ourselves, as we have just concluded an agreement with Huntington National Bank to assume management of its health savings accounts ( HSAs ), including yours. 
XXXX XXXX is part of XXXX, an XXXX XXXX XXXX company providing comprehensive solutions across health care and dedicated to making the health system work better for everyone. XXXX XXXX is the number one provider of HSAs with over XXXX XXXX health accounts and the only financial institution owned by a health care company. XXXX XXXX, through its subsidiary, XXXX XXXX, an Internal Revenue Service-designated HSA nonbank custodian, will serve as the new custodian of your HSAXXXX.

Important information about your account Recently, you received communication from Huntington explaining your HSA is transitioning to XXXX XXXX on XX/XX/XXXX. There is no action needed on your part at this time unless you do not want your HSA transferred to XXXX XXXX. 
New and convenient features and resources to connect your health and finances With this transition, you will receive a robust set of tools and resources to connect your health and finances in new ways. You will be able to sign in to XXXX  and view your balance, make payments, see transactions and more. You can also download our mobile app to make payments and view your transactions. 
A new service that will be offered to you is the opportunity to investXXXX your HSA dollars over a {$1000.00} balance threshold. XXXX XXXX offers two ways to invest through a wide variety of mutual funds including target date funds or, beginning early in 2022 through XXXX, a robo-advisor that provides automated investing based on your goals. Please note : Instructions on how to add funds to your account and other important information can be found here. 
As always, you will have access to 24/7 customer support through our customer service centers. 
Once you receive your XXXX XXXX welcome kit, on or around XX/XX/XXXX, you will begin accessing your account through optumfinancial.com. Along with your welcome kit, you will receive a new HSA payment card. Until you receive the new card, you can continue to use your TCF/Huntington payment card through XX/XX/XXXX as noted in the letter you received recently from Huntington/TCF explaining this transition XXXX 
We are excited to have you as an XXXX XXXX customer and look forward to helping make the most of your account as you plan, save, pay and invest in your health care. 
For questions, prior to XX/XX/XXXX, please contact TCF, part of the Huntington National Bank at XXXX ; Monday-Friday, XXXX XXXX XXXX XXXX ET, Saturday, XXXX XXXX XXXX XXXX ET. If you have questions after XX/XX/XXXX, please contact the XXXX XXXX customer care center at XXXX. 
Sincerely, XXXX XXXX, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation