Consumer complaint received 2023-07-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: HUNTINGTON NATIONAL BANK, THE
State: IL

Complaint narrative:
After seeing an attractive promo on XXXX Report for Huntington Bank, I decided to open an account. Their website clearly stated I may apply and open an account online, so I did. Nowhere visible on the website, nor during the account opening process was I cautioned a visit to a local branch may be required. My checking account XXXX was opened XX/XX/XXXX and I was able to complete intial funding via direct ACH debit from my local XXXX XXXX  account. One of the promo requirements was to establish direct deposit. I was able to set that up within about XXXX weeks and {$970.00} was sent from my Department of XXXX XXXX XX/XX/XXXX. I tried logging into Huntington to view the account and couldn't access it. After numerous failed login attempts, I called the bank. I was holding quite some time and transferred to various departments who finally informed me Huntington felt I was a victim of identity theft and they had placed a " hold '' on the account. Notably, this " hold '' was placed nearly 3 weeks after the account was opened and no notice was sent to warn against future deposits. No debits or credits will post until I visit a branch to show two forms of ID.

Upon reviewing their branch locations, the website shows the nearest branch is Ohio or Indiana. I live in XXXX, Illinois. Numerous calls later, I had offered to authenticate my identity by any other reasonable means. My other banks employ a third-party software by which they contact the phone number on file for my account and initiate a video call. Then I can show my ID and they XXXX compare my face to the ID. Huntington refuses any other means. They won't accept emailed ID, faxed ID, and don't use a video app. I asked how I access my funds. Huntington said they'll sit there until I visit a branch. I explained that wasn't reasonable, due to distance. I'd spend more to travel than I have in the account. They insisted the funds would remain on hold indefinitely. I asked if they could simply return the money to the funding source. Nope. I asked if they could close the account and issue a check payable to my name and mail to the address on file. Nope. " Come to a branch '' was their only suggestion. Only after my wife pushed the issue about Illinois Unclaimed Property Laws was I told they would return those funds to the Illinois State Treasurer but couldn't say when that would be. They only confirmed they'll hold the funds as long as the State permits. 

I was able to contact XXXX XXXX  ( local bank from which the initial {$25.00} funding was pulled ). They initiated a dispute to reverse the {$25.00} XXXX debit, but they can't dispute the {$970.00} direct deposit because that came from XXXX XXXX XXXX, not XXXX XXXX. Many calls later, Huntington said the {$970.00} direct deposit was rejected and didn't hit my Huntington account. I waited a pay period to see if the money appeared on my next paycheck. It did not. I work for the XXXX XXXX XXXX XXXXXXXX XXXX and spent half of today calling various agencies to find out who handles this type of task. The XXXX XXXX XXXX XXXX XXXX XXXX XXXX told me they'd initiate a " ticket '' to research the missing allotment/direct deposit. They said it would be helpful if we had something from Huntington confirming the direct deposit was rejected. I called Huntington yet again, only to be told they're prohibited from providing ANY documentation regarding accounts in " hold '' status until I visit a branch. I have nothing stating the account was placed in hold status- this was all via verbal communication. I have nothing stating my direct deposit was rejected. Huntington said the local branch normally mails a notice if accounts are on hold, but their fraud department told them not to mail anything in our instance. They're firm on this and insist the only resolution is to visit a branch in XXXX. Oddly, since XX/XX/XXXX, they'd been telling me the nearest branch was Indiana or Ohio. Their website doesn't list a XXXX Branch. Finally, XX/XX/XXXX they told me there's a branch in XXXX. They're such a mess that they don't even know where their locations are. This is BAD business practice. 

I understand Patriot Act and respect the bank 's internal protocols somehow have triggered a fraud alert. I'm happy to confirm my identity via any reasonable means, but they will not budge and it's just not reasonable to ask me to take 1-2 days off work and drive or fly to XXXX to recoup my own money. Why doesn't their website caution I may need to visit a branch? Why do they open accounts for people who don't live within driving distance of a branch? I was told because there's a branch within my state they consider my address within their " footprint '' and expect me to travel to a branch. I'll initiate a ticket with XXXX  XXXX XXXX XXXX XXXX to research the {$970.00}, but I don't know how fruitful that will be without any documentation the direct deposit was rejected. What are my options?

Company response to consumer: Closed with non-monetary relief