Consumer complaint received 2024-03-13
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Closing an account — Funds not received from closed account
Company: HUNTINGTON NATIONAL BANK, THE (IL)

I had a CD invested into Huntington Bank for over 5 years. I waited till the XXXX  maturity date to take out the funds to be transferred to my savings account with the same bank so I could avoid the fees. Since I am overseas I called beforehand to see how this would work because I couldn't physically be present in the US ( Reference Call 1 and 2 below ). 

Call 1 to customer service ( XX/XX/year> ) : Customer service said that I would need to be in person and I couldn't delegate a family member to take the funds out unless I had a Power of Attorney. At this time I also asked other questions about closing an account and kept getting responses that I would need to be in person to do anything related to this bank. 

Call 2 to customer service ( XX/XX/year> ). I had some clarifying questions and had asked if there were any exceptions to remove the funds because I was overseas. The answer differed and the representative told me I can just call to take my funds out of my CD and the person that gave me the information in Call 1 was incorrect. This representative said to ask for the sale department and also said I can cancel my account over the phone and wouldn't need to come in person. He also apologized for the misinformation given during the first call. 

Call 3 to customer service ( XX/XX/year> ). This is the date that my CD had matured. I had talked to a personal banker at the time, named XXXX. I asked for the funds to be transferred and it seemed like an easy process. He said the order was in and ( order status ) XXXX  XXXX and verified the amount with me to ensure it was correct. He said it should be in my savings account by XX/XX/year>. 

Call 4 to customer service ( XX/XX/year> ). This is the date that my CD funds should have been in my savings account. I talked to a representative at that time named XXXX. She told me there was " not enough info '' in the previous order so a new order was submitted. The new XXXX was XXXX and should be in my account on XX/XX/XXXX ( though at a later time they said it was XX/XX/XXXX ). I inquired more about why there was not enough info and if there would be any issues for this second time around. She said that it was sent to the wrong department and effectively an internal Huntington Bank issue. 

Call XXXX to customer service ( XX/XX/year> ). This is around the date that the second order should have reached my savings account. I talked to a representative named XXXX, who said someone named XXXX was working on the order XXXX but wasn't responsive about the status even though she was online. At that point I asked to speak to her supervisor who was named XXXX, who ended up transferring me to another team member, XXXX located in Ohio. XXXX went on to tell me a new order was put in for this same action on XX/XX/year>, XXXX  XXXX. He said it says I called for this new order, but that was not the case. Therefore, we concluded that the second two orders were submitted by internal Huntington Bank team. I asked him why the second order hadn't gone through and he said it was sent to the wrong department ... which was the SAME reason as the first order. I then had him confirm the correct information and the routing was correct for this latest order, which he assured me was correct. He said he would put in a request to expedite it but there was nothing he could do till XX/XX/XXXX and I SHOULD see the funds by XX/XX/XXXX.