Consumer complaint received 2026-02-25 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: HUNTINGTON NATIONAL BANK, THE
State: MI

Complaint narrative:
b'What happened (detailed explanation)\n\nI am filing this complaint regarding Huntington National Banks handling of a formally disputed fraud matter involving unauthorized ACH payments and the banks failure to provide required transparency, investigation details, or timely responses.\n\nTwo commercial orders were placed with my company by XXXX XXXX XXXX and paid via credit card. At the time of processing, both credit card transactions were authorized and approved by the card issuer. Based on those approvals, freight charges were paid via ACH to a third party, XXXX XXXX.\n\nThe transaction history is as follows:\n\nOrder #1 11/4/2025:\nCredit card payment approved. Freight charges totaling $1,607.12 were remitted via ACH to XXXX XXXX.\n\nOrder #2 XXXX2025:\nCredit card payment approved. Freight charges totaling $2,035.94 were remitted via ACH on 11/24/2025.\n\nOn 12/3/2025, we were notified that the credit card charges associated with Order #2 ($4,639.24) were being disputed due to the card being reported stolen.\n\nWe immediately cooperated with Huntington Bank and provided all requested documentation, including criminal reports at both the local and federal levels. Despite repeated attempts to contact XXXX XXXX by phone and email, no response has been received, and all correspondence has gone unanswered.\n\nHuntington later issued a letter dated XXXX/2026 stating that the ACH funds paid to XXXX XXXX were not recoverable. No explanation, investigative findings, recovery attempts, or procedural basis for this determination were provided.\n\nSince receiving that letter, I have made multiple written requests to Huntington Bank asking for:\n\nIdentification of the fraud officer or department assigned to the case\n\nWritten documentation outlining the investigative findings and basis for the not recoverable determination\n\nConfirmation that applicable ACH recovery procedures and internal fraud protocols were followed\n\nA timeline for review and resolution\n\nDespite repeated follow-ups, deadlines, and escalation requests, Huntington has failed to provide any substantive response. Bank representatives have repeatedly stated only that the matter has been escalated, while refusing to provide any details, documentation, or timelines.\n\nMost recently, Huntington stated that the matter has been referred to its legal department and customer advocacy group and that they are unable to provide any of the information requested. This response was provided after multiple deadlines had already passed and does not address the substance of the dispute.\n\nWhy this is a problem\n\nHuntington Bank has failed to provide a meaningful response to a formally disputed fraud matter, failed to explain its determination that recovery was not possible, and failed to demonstrate that appropriate ACH recovery efforts were pursued. Repeated non-responsiveness and refusal to provide basic status or investigative information raises serious concerns regarding procedural adequacy, compliance with ACH operating rules, and good-faith handling of fraud disputes.\n\nThis matter has been documented extensively in writing. The banks continued failure to respond substantively leaves no reasonable alternative but to seek regulatory review.\n\nWhat I want the bank to do\n\nProvide written documentation of the investigation performed\n\nIdentify the fraud officer or department assigned to this matter\n\nExplain the basis for the determination that ACH recovery was not possible\n\nConfirm what recovery efforts were attempted and when\n\nProvide a clear resolution or reimbursement determination supported by documented findings\n\nSupporting documentation\n\nI am prepared to provide:\n\nThe banks letter dated XXXX2026\n\nFull email correspondence showing repeated requests and missed deadlines\n\nCriminal reports (local and federal)\n\nTransaction records and ACH confirmations'

Company response to consumer: Closed with explanation