Consumer complaint received 2016-08-08
Product: Bank account or service — Checking account
Issue: Problems caused by my funds being low — 
Company: HUNTINGTON NATIONAL BANK, THE (IN)

I am a customer at Huntington bank ( formerly XXXX, formerly XXXX XXXX XXXX and have been so for at least 10 years. I have over drafted with a written check in the past and the bank paid it. I usually use Online Banking now and check my balance regularly. About 5 years ago I talked personally to my branch manager about overdraft protection on my account after they had added it without my permission. We talked about taking off debit card overdraft and keeping written check overdraft protection ( like it was before they changed it ). We came to an agreement with no debit overdraft but with minimal written check overdraft ( anything under or around $ XXXX- {$20.00} amount would be covered no problems anything over could be returned ). I have not over drafted or had any returned checks since my conversation with that manager until a few weeks ago. I have recently and unfortunately had XXXX checks not clear and returned, they were about 4 weeks apart. The bank did not charge me any fees for the returned checks but did not honor and pay them per our agreement. Both checks were over drafted by under {$5.00} ( XXXX was under {$0.00} ) and the total of either check was not over {$20.00}. I have now incurred fees and damages as a result of their failure to honor our agreement and stand behind a product they offer. I have spoken with a phone support supervisor about 12 hours after the last check went through ( court check ) and on the same day as a + {$1000.00} steady, electronic deposit, and about a school check that went through at odd hours with a incoming deposit obvious ( same situation ) and after i had checked my balance before bed. They agreed that this situation is strange and possibly preventable on banks end and agreed to look further into it and also offered to pay for XXXX returned check fee, after i paid it to the court and submitted a receipt at my local branch. I also informed the support supervisor that i had checked my balance just hours before the check cleared ( about XXXX on XX/XX/XXXX ) and everything was fine no negative balance or returned checks, at XXXX or before on XX/XX/XXXX there was an electronic deposit incoming of over {$1000.00} that the bank could have clearly seen that could have easily covered the {$0.00} overdraft and could have let the check clear as per our agreement with my branch manager. I inquired if there was any reason that the checks did not clear per the offered product agreement and the first through the XXXX supervisor/manager could not provide an answer other than " that is the way our computer program runs ''. I traveled today XXXX/XXXX/XXXX between XXXX and XXXX to XXXX branch offices in my town and could not find one branch manager available to talk with me. I waited at one branch for over ( 30 mins ) and watched XXXX XXXX leave before they helped me or another person who had been there from when they opened. When i tried to inquire with phone support and a branch assistant about the reimbursement for the court NSF fee i was told there was no record of my first phone call on the XXXX/XXXX/XXXX and they would not admit to any wrong doing or reimburse me for anything even tho i have the original call recorded and had a phone support supervisor mention his name and had a manager admit that she could see on my account when i spoke with my branch manager about checking overdraft protection. I would just like to know on what did they base a decision to deny my checks and not support a product they offer namely Checking Overdraft Protection and 24hr Grace.