Consumer complaint received 2024-12-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: HUNTINGTON NATIONAL BANK, THE
State: IL

Complaint narrative:
I have opened both business and money market accounts with the bank at the latter half of XXXX 
When I opened the account at the branch ( on two separate occasions ) I was told by the bank representative in XXXX XXXX XXXXXXXX XXXX that the for business account there will not be ANY fees associated with the account if the total balance of {$20000.00} will be maintained. I was also told that both accounts will be linked together on the Huntington Bank account ( they were ) for the easy management of the accounts. 
At the time I set up the accounts to have both electronic only statements. 
For whatever reason I have been receiving paper statements on my business account which is contradictory to the idea of the accounts being effectively linked. 
On XX/XX/XXXX I was charged the {$5.00} paper statement fee which is again violation of the representation made to me by the account opening person who stated that ANY fees will be waived on the account if the proper balance is maintained. 
When I called the XXXX call center I was told that the fee will not be refunded. Subsequently I spoke with XXXX XXXX the market manager for the bank who assured me that the issue will be taken care of and he will reach out to the branch manager XXXX to take care of it. On XX/XX/year> I visited the branch and spoke with XXXX who informed me she did not speak with XXXX XXXX and is completely unaware of the issue. Subsequently I called the XXXX XXXX XXXX twice and first I was hang up on despite having my ID verified by a verification phone call. On second try I got to supervised named XXXX who told me that since I am calling on the XXXX XXXX  number the system will not authenticate me therefore I should travel to the branch in a XXXX XXXX  condition to discuss the matter. It is obvious that the company is unable/unwilling consumer concerns by not having its automated system configured with the basic calling system such as XXXXXXXX XXXX XXXX 
Second issue regards the money market Acct XXXX XXXX. I opened the account acting on the mailer sent to me by the bank and guaranteeing 5.50 APY %. When I opened the account I was specifically told by the person opening the account that the rate is guaranteed for six months from the date of opening. However on the third month I have seen the significant rate drop without any prior notification and when I spoke with XXXX XXXX he assured me that the issue will be addressed. Again it wasn't. 

Comment about the corporate culture at the Huntington Bank It seems the culture at the bank is anti-consumer and driven by process rather than basic precept of common sense. The representatives are arrogant and surely and giving consumers variety of excuses instead of providing customer service. This also regards the system issues at the bank where not only long waits are the norm but the system is unable to produce an authentification messages to the consumer as per bank 's own requirement. And any issues are simply referred to the branch regardless of practicality, inconvenience or weather conditions. In other words there is no unity of organizational structure and the bank is run by its own organizational inertia. Nothing exemplifies this better than the interaction with the market manager XXXX XXXX XXXX XXXX  Linked In profile is full of grammatical and spelling mistakes with emphasis on leading a sales organization instead of organizational/institutional management. It was also very striking to say the least that the told me employees are not allowed to give away his direct phone number as " he travels a lot and have a lot of different responsibilities to deal with. '' In other words the bank 's middle management is perfectly happy to be insulated from issues brought in by consumers as in their view it doesn't concern them and it is someone else 's job to deal with. Unfortunately his dysfunction is very typical of the organization that is process driven by its own vertical integration rather than a role to serve consumer needs. This institutional arrogance is reinforced with highly functional organizational XXXX which again shows an emphasis on process instead of practical functionality. As result the effective and professional customer service is non existent. The company also doesn't seem to be concerned by its employees misrepresenting facts to the consumers which shows a typical lack of institutional ethics.

Company response to consumer: Closed with monetary relief