Consumer complaint received 2024-05-31
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: HUNTINGTON NATIONAL BANK, THE (OH)

Hello CFPB, I'm asking for assistance on an issues that I've been working on since XXXX of last year. 

I bought a XXXX XXXX for my vehicle on XX/XX/XXXX XXXX XXXX  from XXXX based on the direction I was given by the XXXX XXXX XXXX XXXX XXXX. Later that evening, I inquired about installation at XXXX XXXX XXXX, their service rep then advised me that my car already had XXXX and walked out to the vehicle to show me how it needed to be accessed. As a result, I tried to cancel/ return my item the following day. 

XX/XX/XXXX : Called XXXX  during business hours with no response. 
Utilized Online Chat with no response but was able to leave my email XX/XX/XXXX : Call XXXX again, no response. 
Online Chat representative advised item had been shipped out long time ago.

You can not cancel as item gets shipped out as soon as you place order.

Rep stated I can not refuse delivery and must take delivery to initiate refund. 

XX/XX/XXXX : Received packaged and called XXXX XXXX rep advised to use website and contact XXXX Emailed them on XX/XX/XXXX and received automatic response. 
Due to high volumeresponse will be received in the order it was received. 

XX/XX/XXXX : Emailed for an update. 
XXXX responded someone will get back with you. 

XX/XX/XXXX : Requested Huntingtons assistance and provided documentation. 

XX/XX/XXXX : Received letter stating need additional documents. 
Called number on letter and was advised by Huntington Rep no further documentation needed. 

XX/XX/XXXX : Received letter from Huntington stating no documentation was provided and as a result provisional credit will be removed and case closed. 

XX/XX/XXXX : Went to XXXX XXXX and had representative scan items to dispute and was advised it will be reopened with provisional credit. 

I later attempted to schedule time with my branch ( XXXX XXXX XXXX XXXX, XXXX, OH XXXX ) manager, and was turned down. The XXXX branch advised me that I need to speak with the disputes department. 

XX/XX/XXXX : Called XXXX  and said they cant do anything and Im past the return window. 

XX/XX/XXXX : Emailed XXXX  again as no updates have been received. 
XXXX email rep stated details were sent but its not returnable. 
I responded asking for escalation, as Ive always responded using the email chain started on XX/XX/XXXX, so that would encompass any communications between XXXX and me. XXXX has stopped responding or returning my calls XXXX tools site did not have any indications a refund was not possible nor did it state sale items may not be returned. There were no popups, or additional agreements when making the purchase. 

During my last conversation with Huntington, I was advised that they have exhausted all avenues and will no longer assist. I feel that XXXX has deceptive practices and that Huntington did not help me with a resolution nor did they review the details of my claim. 

Attached I'm including invoice, emails from XXXX and myself, chat screenshots from XXXX, XXXX delivery documentation, correspondence between XXXX and Huntington. Furthermore, I found out from speaking with several XXXX representatives that they do not destroy packages, and packages can be refused.