Consumer complaint received 2024-06-01
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: HUNTINGTON NATIONAL BANK, THE (IN)

my wife and i moved out of our house XXXX XXXX our escrow was originally not even with Huntington , it got sold to them. so we were under the impression that our whole escrow had been paid out, but apparently it had not, and there was still {$1800.00} left over in it. we got a letter in the mail XXXX XXXX XXXXXXXX saying they owed us money and to send the letter back with our address, and they would send a check. if we did not reply back by XXXX, they would hand the money over to the indiana unclaimed property and we could get it through them. we weren't sure if it was legit, so we went to an in-person location and asked them, they verified it was real. so we filled out the paper, sent it to Huntington, and waited. 2 or so months passed with nothing, and then we got the same letter again, so we filled it out again and sent it off. by the end of XXXX with no news, we went to the bank and asked about it, and they said it could take up until the end of XXXX. so we waited again. nothing. 

at the end of XXXX, we went to the bank and asked them for an update. after waiting an HOUR for a manager, he basically just said there was nothing he could do and gave us a number to call. ( note, there's a TON of phonecalls happening after this, and each time we called we had to wait 30mins to 1 hour to talk to a real human ). anyway, after we called, it turned out to just be the generic customer support number, which they couldnt do anything and gave us a new number to call. that phone number turned out to be the mortgage customer support and after holding we spoke with a rep who said they couldn't do anything either. they then forwarded us to a new customer service rep. that person said they also couldnt do anything, and then redirected us BACK to the original customer support ( with a different phone number? ). since it was the generic customer support, they couldnt do anything, so they then forwarded us AGAIN to the mortgage customer support. once we were with them again, we said we were caught in a loop and asked to speak to a supervisor. she tried to hand us off to another customer support rep, but were persistent and asked if they could do anything. they gave us the escheatment email, which is apparently where our unclaimed funds were being held. ( note, they didn't have a phone number. only an email ). so we emailed them. they also gave us another phone number to look into the situation. the number they gave us was not to anyone within the bank, it was instead to the ohio (? ) state unclaimed funds department with the state. this was, of course, not helpful. not only are we from indiana, but the UP department didn't have the funds anyway because we didn't request it to be sent to UP but to be sent through huntington. we emailed escheatment and told the supervisor, she told us it would take 1-2 business days to get a response. it's now been 4 months ( with multiple sent emails on our end ) and its been radio silence. we also requested a copy of the letter and they have refused to send one over to us even though we know they have it ( a customer service rep said she saw the document but couldn't send it to us for some reason. ) we asked for an email of this document and got no reply. 

we just keep being passed around and ignored by everyone at huntington and really just want the money that is owed to us so we can be DONE with this.