Consumer complaint received 2025-09-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: HUNTINGTON NATIONAL BANK, THE
State: MN

Complaint narrative:
I recently logged into my Huntington National Bank account on XX/XX/year>. I used their chat feature to retrieve my routing number, account number, and I also made sure all my information was up to date because I had won money through an online casino game that I wanted to have deposited into my account. 

There was no indication that there was a problem or that my account would be closed. I recently received a bank statement as well and again XXXX indication to any problem or possible account closure. 

I submitted my bank information to the casino and they sent my winnings to my bank account. On XX/XX/year> I received confirmation from the casino that my funds had posted to my account. I thought it was odd that I did not get any text or push notifications from Huntington as I'm subscribed to receive them for any account activity. Later that day I went to the grocery store. My debit card did not work. I logged into the app on my phone and it said I had no open accounts. I was just on the app less than 48hrs prior and everything was fine. 

On Sunday morning, I contacted Huntington 's customer service by phone to enquire what was going on. I was told that there was no problem with my account, that it must be a glitch and give it until Tuesday due to the XXXX XXXX XXXX. When I pointed out that obviously something is wrong because my card does not work, and I can view my account online or through the app anymore, I was placed on hold while he spoke with his supervisor. 

When he got back on the line he said it's possible that my account was closed due to the account being dormant. I said you just said it wasn't closed and if it were closed why does the automated voice that plays the recorded greeting when you call the customer service number, why does that voice say that " your balance is {$310.00} available for withdraw? '' I also pointed out that their policy states accounts that are inactive for 12 months or longer are subject to closure. I haven't had the account for 12 months and I haven't been inactive. Also if it were closed how did the money get in my account. Payments to a closed account are rejected. 

I was placed on hold again. When he returned he said the reason why my card doesn't work is that the funds were still pending and have not posted to the account yet. I knew this was not true because again the automated voice says the funds are available for withdraw, the casino also sent me notification that the funds posted. And I was not able to link my debit card to XXXX XXXX XXXX XXXX XXXX  which I had done prior to calling after it didn't work to verify for myself if there was an issue. 

He then again said my account is not closed, assured me I could go into a branch Tuesday morning with my ID and withdraw my funds. He also said I would have received a letter warning me of an account closure. I I told him I just recently received a bank statement and there was no indication of any closure and that even though I can not see my account any longer on the mobile app I can still see all of the " heads up '' messages and document history of documents they've mailed me dating all the way back to when the account was open and again nothing suggests any issue with the account. 

So he said not to worry it was just because of the holiday. I knew this was not true but I had already been on this call a long time so I said OK and we ended the call. 

Tuesday morning, XX/XX/year> I arrive at my local branch. My rent is due I'm very worried and of course I can not get my funds out. The teller says that my account has been closed due to being dormant. I pointed out that I had just been there cashing a check XXXX weeks prior, that I've been online I've chatted with support, I updated my phone number etc and my custom alerts. How could they possible say that's dormant. She agreed with me but could not provide any info as to why this happened or provide a solution other than saying their policy is to issue a check within the next 30 days to my last known address. 

I expressed how that is unacceptable and she said there was nothing they could do. What does that mean. They are the only XXXX who can do anything about it. I'm just expected to lose access to my funds for a month over their mistake. I cried and I left. 

I began debating with myself on whether to file a complaint or not. I realized if I were going to I needed to know specific information to do so. I contacted customer support again. The wait time was over an hour so I chose the call back option to have them call me back when it was my turn so I didn't have to wait on hold. When they called back their automated directions say to press XXXX  if I'm ready for their call. So I pressed XXXX. The phone rings XXXX times and then hung up on me. I tried again after more than an hour the very same thing happened. So I call back again and wait on hold this time for a very long time. 

Once I'm finally connected, a woman greets me very rudely by saying " This is the XXXX time you've called us XXXXXXXX XXXX  today. '' Shouldn't a business realize if a customer has to contact them numerous times in short concession that their must be an issue and then want to be a little more helful instead of acting as I'm the problem and I'm bothering them??? 

I explain the situation. And that I had several questions that I've yet to receive an answer to. # XXXX is my account closed. She said yes it was closed due to a XXXX balance. # XXXX Why was I not provided a heads to to this? She did not know why. I asked why I was told it wasn't closed and then the teller says closed due to being dormant and now she's says something completely different? Again she did not know. 

I asked when can I get access to my funds because waiting 30 days for them to send me a check was not acceptable. She said they weren't sending me a check that they are sending the funds back to the issuer because they were sent to my account after my account was closed. 

I asked when will that happen? She said within XXXX  days. XXXX says to send funds electronically? Again unacceptable. She said their was nothing she could do. 

I asked why they couldn't just reopen the account, she said it's not possible. I asked how about transfer the funds into the new open account that they opened and replaced my existing account with. She again said this is not possible because they don't have the funds as funds are rejected when they are sent to a closed account. 

I said I understand that but the funds are in my account so how does your automated bot tell me at the beginning of every call what my balance is and that it's available for withdraw if the account is closed? 
She said she didn't know, mind you this is a supervisor I'm speaking with. 

I expressed how upset I was that every one of them says something completely different and that none of their answers make sense. She said she agrees but there is nothing she can do. 

I said ok for my own record I'd like to when you guys actually closed the account? What date? She checks and then says " There is no date of closure because it's not closed yet? '' At this point I am about to lose my mind. I said if it's not closed yet even tho you keep saying it's closed, then how you can claim that it was closed due to being dormant until I point out that your policy doesn't allow that unless no activity for 12 months so then you claim it's closed due to a XXXX balance but there's money in my account so we both know that's not true you keep saying it's closed but can't give me a reason or a date and you said it's not closed yet but you won't allow me to withdraw by funds? 

She did not respond. She hung up on me. 


I have no idea what is going on or what their problem is. I've done nothing to deserve any of this And to make all of this even worse. Everyone knows that online casino policies all state they are only liable to send funds once and if the funds are not available and or the funds are sent back they are not required to reissue those funds. 

So now I'm just suppose to accept losing over {$300.00} when I'm as poor as I am as I'm XXXX and have very little income and on now can't pay my rent??? All because they're is clearly real sketchy going on over at Huntington bank because not one answer made sense and they contradicted themselves over and over and try to act like I'm the nuisance because I want access to MY money? 

How is the legal? Why are they allowed to do this? I've gone in in person and called over and over and not one of them had any interest in trying to make this right or show any concern for my well being. 

{$310.00} may not be a big deal to other people. It's a huge deal to me as this is more than half of my monthly income that I am just suppose to accept losing for no reason. 

I am going to end up getting evicted because I already utilized my XXXX funds fully expecting to have access to that money today as I knew the date it would arrive and had confirmed that I could access it when I spoke with a supervisor on Sunday I also am signed up for XXXX XXXX with XXXX and can absolutely prove with photo proof that I was never sent anything from Huntington suggesting my account would be closed. I believe there is some unethical Behavior on the part of their employees because what other reason would they purposely give out misleading incorrect and changing to fit their agenda by the minute information? 

P.S. their calls are recorded for " quality purposes '' so there should be plenty of recorded conversations to show that everything I've said here is the truth. 
I still have no answer to why they closed it why they still have my money why I can't have it or when they'll send it back although that don't exactly matter as I lose it either way thanks to them.

Company response to consumer: Closed with monetary relief