Consumer complaint received 2024-03-01 00:00:00
Product: Debt or credit management — Debt settlement
Issue: Didn't provide services promised — 
Company: HUNTINGTON NATIONAL BANK, THE
State: OH

Complaint narrative:
In XX/XX/XXXX, I was in an XXXX XXXX  and my insurance company took care of the lump sum of the auto loan to Huntington National Bank which was {$300000.00}. Being aware of the remaining balance {$1300.00} I attempted my first attempt approx. XX/XX/XXXX when I called XXXX to set up payment arrangements to pay off the remaining balance. The lady I spoke to asked questions regarding detail information about my work and pay. Over the phone she started the application process to forward the information to the next person who was suppose to provide me with payment arrangements. Afterwards, I received an XX/XX/XXXX letter which told me to call ( XXXX ) XXXX before XX/XX/XXXX. I called that number multiple times and left voice messages. It said Auto Save an auto voice recording. I left several messages and never received a call back from this specific number or any other number specifically dealing with payment arrangements or application details. Also, XX/XX/XXXX, I called the bank and told them my issue and was told that a letter was sent out for me to agree to a payment arrangement, but I never received such documents. I then asked if those documents can be sent out again or email. She then told me I needed to speak with auto saves and was transferred to the same number that I kept leaving messages for. I never received a phone call from whomever was at this number. 

Although, my attempts were being made, I kept being referred to the ( XXXX ) XXXX. I then called XXXX XXXX XXXX XXXX XXXX XXXXXXXX again, approximately XX/XX/XXXX and spoke with another representative to get assistance to set up payment arrangements. Just like the first person, she took detail information, plus added I had a new car for transportation due to the accident, she repeated the same information I gave the first representative and repeated back my address and phone number. She made me aware that I was denied payment arrangement options because of an incomplete application but the representative on the phone was the person filling out the information. I never received a hard copy of the denial information but an XX/XX/XXXX letter. She then claim that the ( XXXX ) XXXX attempted to contact me, but every person who had called was from the XXXX XXXX. I then spoke to a 3rd person same situation, call ( XXXX ) XXXX, and was told to keep trying. 

On XX/XX/XXXX, I called ( XXXX ) XXXX to get help to understand the process. The representative I spoke to basically told me she could not provide me with dates of information of the people I spoke to, she stated what can you do to make these payments and why I fell behind. She could not provide me with why I was denied payment arrangements since I had been trying to set them up. She stated she was from the liquidation department and could not see the first attempt information of those I spoke to. She informed me the account had been charged off, my information went from one department to another department and only could see the 3 letters they sent out and the last note. Also, I tried to get an understanding as to why I never received any hard copies of any documentation from this company. She then stated they do not do hard copies and only document and look at notes that are in the computer. The notes documented kept being repeated and some notes stated, modification was denied, the rewrite of a decision letter was denied, and something about an ACAPTS rewrite was repeated, and other representatives left contact attempts. Then somehow the call was disconnected and I hung up.

At this point I think this is a ploy and a scam to screw over customers, my credit has been screwed up, and I fear that any payment information over the telephone will be mishandled. I do not trust this company.

Company response to consumer: Closed with explanation