Consumer complaint received 2017-10-30
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: HUNTINGTON NATIONAL BANK, THE (CA)

I am the representative payee on my XXXX minor children 's accounts which are held at Huntington Bank also known as The Huntington National Bank. The three accounts are housed at the branch located at XXXX XXXX XXXX XXXX in XXXX, IN XXXX. Per the Social Security office I was made the representative payee and the legal vesting on all three accounts specify that I am the representative payee for each minor child. I was incarcerated from XXXX XXXX through XXXX XXXX XXXX and called Huntington Bank 's customer service at XXXX on XXXX XXXX XXXX and spoke with XXXX to advise the bank of my situation. It was at that time that XXXX checked all three accounts and said there had been withdrawals made on all accounts. The first withdrawal took place on XXXX XXXX, XXXX inside the XXXX branch at the teller window for {$500.00} on my daughter 's account that I am the rep payee on. The next withdrawals took place on XXXX XXXX, XXXX on all of my XXXX children 's accounts inside the XXXX branch at the teller window. The combined total withdrawn on XXXX XXXX from the three accounts was {$1500.00}. I advised XXXX that I am the only person on the three accounts that would be able to make withdrawals. XXXX placed me on hold and immediately called the branch and spoke to XXXX to advise of what was being reported on the accounts. XXXX then said she would submit a complaint for a violation of bank regulations since the transactions occurred inside the branch and the teller would have had to follow proper bank procedure to identify the person doing the transaction. Holds were placed on all accounts as of XXXX to prevent any further transactions from occurring since each account had monthly direct deposits coming in from social security. I constantly kept calling and checking on the status of all accounts from jail. I spoke with the XXXX XXXX XXXX XXXX on several occasions regarding the money that was taken out of the accounts and he kept saying " I do n't have an answer yet '' and would give me the run around. He told me when I got out of jail I would need to come into the branch and file an affidavit about the transactions that occurred. On XXXX XXXX when I was released from jail I immediately went to the branch and was advised by XXXX ( teller ) to come back that day so I could speak with XXXX ( Branch Manager ). I returned the same day and met with XXXX who then told me that I would need to file a police report and then come back to the branch. XXXX said he was booked with appointments for the rest of the day so I would need to return on another day. XXXX said he would order copies of the withdrawal slips that were being questioned and call me when they were ready. I returned to pick up the copies and all of the withdrawal slips that were used at the teller window for the unauthorized withdrawals done on XXXX XXXX and XXXX XXXX were all signed by my ex-wife ( she signed her own name ) who 's name is not on any of my children 's accounts. After reviewing the withdrawal slips it was clear that the bank did violate bank regulations and failed to keep my children 's account information confidential and they also failed to protect the funds in each account by not properly identifying the person withdrawing the funds at the teller window. I returned on XXXX XXXX, XXXX and gave the police report that the Branch Manager insisted I had to have in order to file an affidavit. I advised the branch manager that I was going to be moving out of state on XXXX XXXX and he said that it would be ok. I gave him a contact phone number and an updated address so that the bank could communicate with me as to what was going on. I never received a follow up call. I called the customer service at XXXX on XXXX XXXX, XXXX and XXXX and each time I was given the run around. None of the representatives would give me an answer as to what was happening. As a customer, I complied with all of the bank/branch manager 's request and the bank refuses to return the funds on all three accounts. I received three letters from Huntington dated XXXX/XXXX/XXXX stating that " it was determined that we were not provided notice of unauthorized /forged item ( s ) within 30 days after your statement was made available to you as required by Rules and Regulations ... '' My complaint is that they were notified on XXXX XXXX and this caused the bank to place a hold on all accounts until I was released on XXXX XXXX so there statement is false. Also, I never received my bank statements during the period the transactions were done because I was incarcerated. They also failed to follow proper procedure to insure the protection of confidentiality and protection of funds on a consumer bank account. I want the bank to be held responsible for the mishandling of all three accounts. The money should have never been given to someone who was not authorized to get information or do transactions on the accounts. I want the {$2000.00} that was given out negligently on my children 's accounts to be returned. My children get XXXX due to XXXX they have and this should NEVER be allowed to happen on a customer 's account. There are bank regulations in place so that this type of situation can be prevented from happening and this branch and it 's employees are not conducting business in a manner that would insure a customer 's information and money to be secure.