Consumer complaint received 2020-01-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: HUNTINGTON NATIONAL BANK, THE
State: OH

Complaint narrative:
On XX/XX/2019 I was scammed by someone who claimed to work for XXXX and this man who supposedly worked at XXXX informed me that my XXXX account and my computer had been hacked. He asked me to pull up the command prompt and told me to look at the foreign addresses which I did and their was 7 different foreign addresses so he told me that meant I had 7 hackers so he had me purchase these gift cards because he told me it would get rid of the hackers and trick them and protect my identity and this was all a free charge from XXXX and that any money used to purchase the gift cards would be refunded to my bank account within 5 minutes. I gave my mother my bank card and she went into XXXX to get these cards so that I could stay in the car with my XXXX year old son so {$4000.00} of my money was scammed away in a matter of minutes. I called my bank right away to file a dispute because I quickly realized the guy claiming to work for XXXX was the actual hacker. The phone number of the guy who supposedly worked for XXXX support is ( XXXX ) XXXX and referred to his name as XXXX XXXX and either states he works for XXXX support but I also found out he claims to work for XXXX support as well. I filed a police report with XXXX XXXX and report number XXXX. I also closed my old bank account and opened a new one just as my bank Huntington Bank advised me to do. I also called XXXX and informed them of everything and gave them all of the gift cards purchased with all of the information on them that was given to the scammer. XXXX gave me a case number which is XXXX. I did everything Huntington advised me to do and asked me to do. I gave them all of the information I could and filed a dispute minutes after I realized what happened. I have banked with Huntington for 10 years so they should know that was completely out if character for me and the bank was not there to protect me at all. They never called me while this was going on or even attempted to stop the transactions like I've learned that other banks do. The bank sent a letter with their decision a week after the incident happened and that's with the holidays in the mix. I don't feel like they did a thorough investigation nor do I feel like they had or have my back in all of this. I also told Huntington that XXXX was aware that someone hacked into my XXXX account and that they froze my account for awhile. I have emails from XXXX that prove this and Huntington never even asked to see those or tried to work with me amd gain further documentation or information. I was scammed out of XXXX XXXX dollars and I shouldn't just have to eat it. Huntington should have my back. All Huntington would have to do is call this guy and play into his scam and see  exactly how I was scammed and that it was indeed a scam. I will be choosing another bank to bank with because if I am entrusting a bank with my money then I would them to have my back and Huntington certainly does not have my back. The transactions I disputed was for {$600.00}, {$500.00}, {$500.00}, {$500.00}, {$500.00}, {$1000.00}, and {$400.00} again I disputed this within minutes of this all happening.

Company response to consumer: Closed with explanation