Consumer complaint received 2024-11-13 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: FL

Complaint narrative:
On XX/XX/XXXX, My XXXX  account was hacked and the user activated payroll subscription without my consent. I did not have an active payroll subscription with XXXX  at that time, few years ago I had payroll but that was cancelled and I did not have an active payroll subscription I was using another vendor for payroll. I informed XXXX  of the fraud and they informed me that they will inform their fraud department. In the meantime the fraudster added few employees to my XXXX  account and started processing payroll. The fraudster spammed my email account that I used in XXXX  with thousands of emails, so i was unable to get to any email notifications I was receiving from XXXX in a timely manner. As i could not stop the payroll services from XXXX, I logged into my XXXX  account and attempted to stop the payroll from processing but I wasnt sure if it was successful, I also deleted the fake employees in the system to prevent any future processing. I called quick books and informed again. In the meantime, i received a alert from my Huntington bank account ending in XXXX, that a ACH will be withdrawn from my bank on XX/XX/XXXX for XXXX {$5200.00}. The same day, I called the XXXX XXXX branch in Ohio ( where I had initially opened my account ), to notify of the fraud charge, the bank rep put a stop pay on the transaction and informed me that they also put some kind of hold or stop pay in the system for my whole account so that no payments or transactions will be processed or issued unless I authorize it. In addition, they said someone from the bank will call me to review any charges that come in and only upon my approval a payment will be made. On XX/XX/XXXX, there was another attempt of fraud for the amount {$4900.00}, I called the XXXX branch again to verify all the safeties to prevent any payout were still in place, the account was still protected and all holds were in place and they assured me the account was safe. I also called my banker XXXX XXXX from the XXXX XXXX branch with whom I had recently ( about an year ) established banking relationship and informed him of the fraud attempts, he verified the hold was in place and assured me nothing will be paid out. These XXXX charges were credited on the following day. On XX/XX/XXXX, there was another fraud attempt for XXXX transactions from XXXX to XXXX withdraw {$4800.00} from the same account and another XXXX withdrawal for {$4300.00} from the same account. I called the XXXX branch immediately and they informed me that the hold is still in place and nothing will be paid out, I also informed XXXX as well the same day and he recommended that I come into the branch to close the account to protect the account and open another account and move all the existing money. I went to the branch the same day, prior to opening the account, I asked him if he was sure closing the account will not cause the hold to be removed and he assured me this would be multi layered protection as there is a prior hold on the account, also he put a stop payment and in addition the account will be closed, with this multi level approach, It would be the most safest option and in addition there will be nothing to paid from when the account is closed. He reassured, due to the existing hold, nothing will be paid out. He reassured, this was the safest course of action to protect the payments from going out and also prevent any future fraud attempts. He opened XXXX new accounts a checking and saving account and moved the existing funds into the new account the same day. I called him the next day as the money was not credited like in the past, he said not to worry, these things take few days and will be credited soon. I reminded him that the last fraud transaction were credited quickly and why these were taking time. He said he would look into it for me and to call him back after few days, I followed up with him again few days later and he said because of the holidays no one has gotten to these transactions requests and will be credited soon. He kept assuring me over the next several weeks every time I called that this would be eventually credited and I shouldnt worry about it and also there were numerous fraud attempts in Huntington that quarter and they are backlogged and he was trying his best to work internally through the bank resources to get my account credited, finally around the second week of XXXX, he recommended that I submit a dispute form and email it to an address he provided, which I did promptly. I followed his guidance and used the dates and amounts he provided in the form and emailed the dispute forms on XX/XX/XXXX and also emailed him a copy for his reference. ( FYI - This is the email I forwarded to XXXX XXXX on XX/XX/XXXX mentioned below ). I followed up with him a few days later and he assured me that these things take time and I would eventually get the money credited and he said he was trying his best. A week or so later he wanted me to file another online dispute form which I filed as well. During all this time I believe I got XXXX letters from the bank that the dispute was denied and when asked about it, he would tell me that I should ignore the letters as he has escalated through multiple channels and some might get denied but some will get approved. In early XX/XX/XXXX I reached out to him again and I requested that he find a way to escalate this request as the normal channels weren't working, a few days later I received a call from XXXX XXXX and I explained the entire story to him and he said he will research and get back to me. He requested that I forward the email I sent to the branch manager which I did on XX/XX/XXXX. XXXX investigated the account and said the funds were paid out because the account was closed and they are not responsible for this amount and i should contact the XXXX to whom the money was sent for XXXX  and get the credit from them. I contacted XXXX  and I have no luck recovering the funds from them as well. I have been going back and forth between these two companys and I am tired of each directing me to the other. Can you please help me recover the funds that huntington bank in ohio that was paid to XXXX ( XXXX  ). I feel i have done everything right and if they have done this to me, they are likely to do this with other customers as well and I do not want anyone else to go through what I have been through.

Company response to consumer: Closed with explanation