Consumer complaint received 2020-01-23
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: HUNTINGTON NATIONAL BANK, THE

Complaint:
On Monday, XX/XX/2020, I deposited a payroll check into my Huntington account, issued to me by my new employer, drawn on XXXX XXXX XXXX bank. My employer is an established, reputable local business with a multimillion-dollar annual revenue, and has never issued a fraudulent check. My employer 's payroll provider does not issue direct deposits for a new employee 's first paycheck, so a paper check was issued, printed from the payroll software. It was not a commonly issued check, as the checks for vendors and individuals printed are typically issued from alternative check printing software. I utilized Huntington 's mobile deposit feature on their mobile app to make the deposit, in the amount of XXXX. Later that day, Huntington Bank chose to freeze my account, stating that " the check did not match previous checks from the maker. '' In order to resolve this issue, I contacted Huntington 's customer service team by phone ( XXXX ) twice on XX/XX/2020, twice on XX/XX/2020, XXXX time on XX/XX/2020, 4 times on XX/XX/2020, and twice on XX/XX/2020. On XX/XX/XXXX, I was instructed by a telephone representative to bring a physical copy of my pay stub to a branch, showing that the check was, indeed, a payroll check from my employer. I also visited the XXXX XXXX, Pennsylvania branch on XX/XX/2020 at XXXX pm, and emailed a copy of the pay stub to the manager on duty, who forwarded it to the bank 's fraud department. My employer has also attempted to contact Huntington to help resolve my issue numerous times. 

During my numerous calls, I was typically provided with information that did not match the statement made by the previous customer service representative. For example, I was told that " the check bounced '' during my first call on XX/XX/XXXX. Moments later, on a subsequent call, I was told that the check did not bounce, but appeared visually different than the previous checks issued by my employer. On XX/XX/XXXX, I was instructed to take my paystub to a branch for submission to the fraud team. It was submitted by the XXXX XXXX branch 's manager on duty via email, while in my presence. On XX/XX/XXXX, I called to find that the department had no record of the paystub. Each time I called, I was told that the representative left detailed notes regarding our conversation. However, during my next call, it seemed as if I had never spoken with anyone previously, and no notes were available for reference. 

On XX/XX/2020, I was informed over the phone by a customer service representative that Huntington had determined that the check I had deposited was fraudulent. As a result, they have elected to close my Huntington Bank account for fraud. 

This check was NOT fraudulent. I have involved my employer in the issue, and they have communicated with Huntington AND their account manager from XXXX XXXX XXXX bank multiple times regarding my issue and confirming the validity of the check. XXXX XXXX XXXX has confirmed the authenticity and validity of the check multiple times. This check was not fraudulent, I did not deserve to have my existing funds AND deposited funds withheld from use for nearly 2 weeks, and I do not deserve to face the consequences of having a bank account, previously in good standing, closed for a fraudulent transaction. I am certain that a report will be filed with the proper authorities concerning the alleged fraud, and consumer reporting agencies will be alerted, including XXXX. I did not commit fraud. The check is valid. Huntington 's overzealous security policies and overt failure to verify a valid check do not constitute fraud on my part. 

I am a single mother, currently pregnant, and had been unemployed for several months prior. Having access to this paycheck check is very important to my family. My car payment is overdue, my car insurance has been cancelled due to non-payment, my cell phone is going to be shut off within a number of days, and I've had to borrow gas money to continue to commute to work. I've missed important doctors appointments as a result of my inability to access my funds to pay a co-payment. Due to Huntington 's ineffective policies and processes, I have no access to my funds, which I have earned, and which were paid to me on a completely valid payroll check.

Company response to consumer: Closed with explanation