Consumer complaint received 2025-03-11 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: HUNTINGTON NATIONAL BANK, THE
State: KY

Complaint narrative:
XXXX 's XXXX XXXX `Deliver By` estimate is deceptive. 

For several years now, I have been using XXXX XXXX Bank 's XXXX XXXX feature to pay my bills. This feature mails a check to the payee on my behalf, which might take some time to be delivered to the payee in the mail. XXXX offers a calendar tool to help you plan the timing of your payments so they are delivered on time ( see attached screenshots for XXXX examples ). XXXX 's own website describes this feature as follows : " It can take XXXX or XXXX business days for your payment to be received by your payee, depending on the method of delivery. The `Deliver By` date helps you plan for this lag time in the sending and receiving of your payment '' ( see attached screenshot ). 

I complain that this description is both deceptive and inaccurate. Twice now, XXXX has failed to deliver a payment from me to the appropriate payee by the `Deliver By` date, even though I used their own calendar tool to select dates. I describe both incidents below : ( XXXX ) On XXXX XX/XX/XXXX, my checking account was debited in the amount of {$1500.00} to mail a check to pay my rent using XXXX 's XXXX XXXX feature. The rent is due on the XXXX of each month, with no penalties or late fees so long as a check arrives by the XXXX of the month. On XXXX XX/XX/XXXX, I was informed by my rental company that no check for my XXXX rent had arrived ; my rent was overdue, and I would therefore incur late fees. 

Nevertheless, I had used XXXX 's `Deliver By` feature and the calendar provided on the XXXX website XXXX choose a date for my account to be debited, so that the rent would arrive on the XXXX or shortly thereafter. Indeed, by XXXX 's own writing on their website " It can take XXXX or XXXX business days for your payment to be received by your payee. '' Yet XXXX business days had passed, and the check had still not arrived. 

I called XXXX and cancelled the check that was already in the mail, and traveled out of my way to personally deliver a check to pay my rent, including a {$50.00} late fee. Then I called XXXX and informed them of the issue. After some back-and-forth, XXXX agreed to refund XXXX this late fee ; it was credited to my account on XXXX XX/XX/XXXX. 

Later, the check did arrive, and my rental company attempted to cash this check. I had already cancelled it, so it bounced. But because the check bounced, the rental company charged me another {$35.00} bounced check fee. I again called XXXX, and XXXX eventually agreed to refund me this fee ; it was credited to my account on XXXX XX/XX/XXXX. 

( XXXX ) On XX/XX/XXXX, my checking account was debited in the amount of {$1500.00} to mail a check to pay my rent using XXXX 's XXXX XXXX feature. The rent is due on the XXXX of each month, with no penalties or late fees so long as a check arrives by the XXXX of the month. However, on XXXX XX/XX/XXXX, I was informed by my rental company that no check for my XXXX rent had arrived ; my rent was overdue, and I would therefore incur late fees. 

Again, I had used XXXX 's `Deliver By` feature on their website, and again, there are XXXX business days between XXXX XX/XX/XXXX and XXXX XX/XX/XXXX. Again, I had to travel out of my way to deliver a check to pay my rent, including another {$50.00} late fee. 

I called XXXX and informed them that the issue had reoccured. Despite the fact that previously, XXXX had refunded my late fee, they refused to do so again. They claimed that the previous refund was a " XXXX time courtesy. '' However, they had previously refunded me twice : once for a {$50.00} late fee on XXXX XX/XX/XXXX, and again for a {$35.00} bouncer check fee on XXXX XX/XX/XXXX. 

I was also informed that despite the language on the XXXX XXXX page of their website, the `Deliver By` date is dependent on the XXXX XXXX XXXX XXXX and is not a guarantee that a customer 's payment will arrive on time. But the language " It can take XXXX or XXXX business days for your payment to be received by your payee '' ( see attached screenshot ) implies that XXXX business days is the maximum amount of time it will take. By using this feature and trusting the `Deliver By` date and the writing on their website, I have suffered late fees for late payments of my bills, and personal inconvenience when the bills were not paid on time. The language used on the XXXX website is deceptive.

Company response to consumer: Closed with monetary relief