Consumer complaint received 2024-12-18 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: HUNTINGTON NATIONAL BANK, THE
State: CA

Complaint narrative:
XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Re : Complaint Against Huntington National Bank Poor Customer Service Dear CFPB Complaint Division, I am writing to formally lodge a grievance against Huntington National Bank regarding the inadequate and frustrating customer service I have encountered. Despite my repeated attempts to settle the issue directly with the bank, their lack of responsiveness and unprofessional handling of my concerns have left me no choice but to escalate this matter. 

My mother passed away on XX/XX/XXXX, leaving a retirement account at this institution. As the descendants successor, I have repeatedly requested access to these funds ( as outlined by the CA Probate Code ). Over the past 14 months, I have also made several efforts to initiate the process of transferring the proceeds of my late mothers account. 

I have invested hours of my time in numerous phone calls and correspondence between XX/XX/XXXX and XX/XX/XXXX. These included calls and messages left with XXXX on XXXX and XXXX on XXXX, along with multiple interactions involving various other staff members. All these attempts were fruitless, marked by continuous call transfers, extremely long hold times, representatives who offered no resolutions, voicemails not returned, and written requests ignored. Each interaction consistently lacked guidance, accountability, and any willingness to assist with my request. Despite multiple contacts with their representatives, my concerns remain unresolved. 

On XX/XX/XXXX, I reached out to XXXX in the IRA department. After explaining my frustration and request, I was informed that four items would be required. We reviewed each item in detail, the required process, and the mailing address. It was also confirmed that original documents were mandatory, including the original death certificate and notarized documents. I requested an email confirmation detailing the required documents and the precise mailing address. Consulting my attorney, I learned that a Small Estates Affidavit was also necessary, which I included with the requested documents. XXXX indicated that once these materials were received, processing would take about ten business days. 

On XX/XX/XXXX, I followed up with a call to XXXX XXXX to inquire about the next steps. She stated that the documents had not been received and that processing now takes eight business days once the request is initiated, contrary to XXXX prior guidance. I confirmed the correct mailing address and emphasized that I had sent original and notarized documents, which could not simply be reissued as duplicates. XXXX offered no explanation for the confusion regarding document receipt, took minimal accountability for this oversight, and dismissed the facts from the XXXX call. Her only solution was to email the documents, a method that would exacerbate confusion, introduce more complexity, and create additional barriers to accountability. 

The request to email these documents is unacceptable, as it compensates for a poorly managed system and further delays the resolution by requiring copies of documents that will eventually need to be resubmitted in original form, ultimately prolonging this process. 

As of today, I have explicitly followed all the instructions and adhered to the timelines provided for this request. However, Huntington National Banks dysfunction, lack of accountability, delays, and newly introduced obstacles have enabled them to continue ignoring my request. Moreover, I am extremely disappointed by the absence of accountability and transparency within their customer service and management, as well as their overall disregard for customers. 

Widespread Consumer Dissatisfaction Sadly, these issues are systemic, and my frustration is not isolated. Online review platforms commonly reveal similar problems faced by other Huntington National Bank customers : A XXXX review assessment of the top four entries showed : XXXX average rating with 48 % as XXXX star XXXX average rating with 81 % as XXXX star XXXX average rating with 74 % as XXXX star XXXX average rating with 84 % as XXXX star CFPB Complaints Database : Numerous complaints have also been filed against Huntington Bank, indicating widespread issues with their service quality. 

XXXX XXXX XXXX XXXX XXXX XXXX  : Over 1,120 complaints in the last three years, with XXXX unresolved in the past 12 months, reflecting widespread customer dissatisfaction. 

These reviews underscore recurring themes like unhelpful staff, lengthy resolution times, and frequent transaction errors. I urge the CFPB to investigate whether these patterns suggest deeper compliance or operational breakdowns. 

Request for Resolution To resolve this matter, I request that Huntington National Bank : 1. Conduct a thorough review and expedite my account transfer request 2. Provide all correspondence on this issue strictly by email or phone call 3. Assign a single point of contact with a dedicated email address If this issue is not resolved promptly, I will pursue additional remedies through other regulatory agencies and legal avenues as needed. 

I respectfully ask that the CFPB look into this situation and ensure that Huntington National Bank addresses these pervasive customer service shortcomings. 

Please contact me at your earliest convenience at XXXX XXXX or via email at XXXX. I look forward to your assistance in resolving this situation. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief