Consumer complaint received 2024-11-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: HUNTINGTON NATIONAL BANK, THE
State: MI

Complaint narrative:
On XX/XX/year> I booked a hotel online. The website displayed the cost of the room as {$260.00} from XXXX XXXX XXXX When I clicked XXXX and entered my card information the amount that was processed was {$740.00}. I immediately called the company to dispute the charge and ask for a refund ; less than XXXX minute after the charge. I also called Huntington Bank, my banking institution to inform them of the issue around the same time. The booking site said they would call me later that day because it was very early XXXX. Several hours went by and no one called, so I called them back around XXXX I requested a refund, was told that they wouldn't issue XXXX and so I requested a cancelation. I was told I would get an email with the information for the cancellation. I received an email at XXXX but it didn't include any information on cancellation. By this time I had already filed a dispute with my bank. I also never checked into the hotel. 

The first dispute, I didn't receive the request for information so they couldn't process the dispute ( XX/XX/year> ). I filed a second dispute and included my call history to the booking company with times and length of call, the emails I received from the booking company that were follow-up to the calls to prove that I called and spoke to them and to show that I wasn't given a cancellation number, I also provided a screenshot showing the {$260.00} advertised price versus what I was charged. I got a response from the bank stating that they sided with the booking company because I didn't provide a cancellation number. However, I showed the email I received and they didn't provide a cancellation number. 

I disputed again in XX/XX/year>. I submitted the documents again via mail, they had to be received by XX/XX/year>. I called around XXXX XXXX to see if the documents were received. They hadn't been received so I asked the rep to note my account that I want to dispute and the documents were mailed. I later received another notice that they upheld the decision. 

I then called the bank to try to get a resolution. I provided more than enough proof that I was a victim of false advertising, that both times I called the booking company they indulged in bad business practices, never following up and refusing to cancel the reservation. I was confused why the company can just keep repeating that I never requested to cancel. However, I had emails, phone records, and screenshots proving my case. I also reminded the bank that they can check their records to see the times and dates of me contacting them the summary of the call. 

I was tired of talking to multiple representatives and being bounced around and requested to have a dedicated representative to help navigate the situation. Over a month went by and I didn't receive any contact from the bank. I called again on XX/XX/year> and was told someone would follow up with me. After a week of no contact, I called and asked to speak with a supervisor. The representative refused to transfer me, saying she was not able to transfer me and also refused to give me her name. 

In summary, I'm disputing the back upholding the decision to honor the transaction. The booking site provided nothing to support their claim where was plenty of information to deduce that I was a victim of false advertising, immediately tried to rectify the situation with the company and kept the bank in the loop throughout the whole process. 

I am also concerned with the bank 's procedures for investigating disputes and providing customer service in a timely and fair fashion.

Company response to consumer: Closed with monetary relief