Consumer complaint received 2025-03-14 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: MI

Complaint narrative:
This originally began in XXXX, my husband opened a new account at Huntington bank ( as we both have had Huntington in the past without issue ). He signed up online and wasnt sure how to add me to the account so I was added later on. The card in question was on my phone on XXXX XXXX, XXXX, XXXX etc. my phone ended up being stolen while unloading groceries out of my car ( Im thinking ) as that is the last time I believe I had it. ( Police report was provided to Huntington when we started to believe the charges may be related ). Also want to mention that the phone had a card case connected on the back that holds 4-6 cards. I know of 4 of the cards that were there but may not be all. One of the cards on the back was a XXXX XXXX credit card, which was also used, but XXXX XXXX found in our favor and gave us our money back. We noticed charges on our account a week or 2 later at Huntington, but also couldnt find our card when we first noticed the charges ( so when we filed the first report, we reported that we had dropped our card which at the time honestly thats what we thought had happened. We didnt put together that it might be connected with the phone ). We did change our passwords and stuff like that though. Thinking that that would block whoever had that phone from really doing anything. And move on with our lives as we didnt really think we would get it back specially not knowing who even did it. Fast forward to XX/XX/XXXX I believe we get a notification saying our tax return would be in our account within the next 45 minutes due to a perk that Huntington has called early pay. I am a stay at home, mom and my daughter was taking a nap at the time of getting that message. I figured I would go to the bank later on when my she woke up. So, I decided to take a nap too. It ended up being a longer nap than I anticipated. But when I awoke from that nap, I had messages after messages after messages saying {$500.00} was deducted {$500.00} was deducted over and over and over again. Nine times total actually. I immediately get on the phone with Huntington and head to the bank with my daughter. My husband was at work and does not do purchases like this ever. It was off the wall.I was reassured that this would be taken care of and they wouldnt get away this this. But literally not even 2 days later I wake up to my account negative over XXXX $ I even offered to provide camera footage of my husband being at work if they would like to see that he was not doing anything like this. Apparently who is doing these charges has a lot more access to the phone than we thought somehow even after changing passwords. Because A. They knew when deposits were coming in. I dont really believe thats a coincidence. B. They had to be able to access the passwords app on my phone because they were still being able to access our information even after we changed our passwords. To fix this completely now we have created an entirely new XXXX account. As we could not figure out another way to get them permanently out of our phone. They also apparently made smaller charges first a few days before and a week before that went under the radar. These were all filed around the same time. Huntington gave us our money back for those transactions. But for the bigger transactions, they keep closing and denying the dispute, saying things are inconsistent. But they are not inconsistent and I am not willing to let this go. I did nothing wrong and I want my money back. I would be willing to even sign an affidavit whatever I needed to do. My family is innocent in this situation, but were being treated as we have done something wrong. They also have now closed the bank account even though who ever did this to us got away with stealing our money and leaving us in a negative state with the bank. Im not sure what else to do as no one is helping. I know it sucks to have two disputes in a short time. Honestly, if the account number had been changed in the beginning, this couldnt have happened, but its unfortunate because we didnt know that it wasnt an issue with a lost debit card. It was more related that someone had our phone. I have no other proof that this is even related to the phone, but it doesnt make sense for it to be anything else as we are pretty much homebodies. We are trying to recover our nine {$500.00} charges of XXXX $ and a XXXX $ overdraft charge at this time. Im not sure what else to do to get help for this. You are my best chance now. Huntington has failed me and my family.

Company response to consumer: Closed with non-monetary relief