Consumer complaint received 2024-05-10 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: HUNTINGTON NATIONAL BANK, THE
State: OH

Complaint narrative:
At the beginning of XX/XX/XXXX, XXXX XXXX with Huntington Bank called to inform me that my home equity line of credit either needed to be refinanced or would enter the repayment phase. 
I chose to refinance and followed the simple process of submitting the initial paperwork through a portal provided by Huntington Bank. 
XXXX XX/XX/XXXX, I was notified by XXXX XXXX XXXX Consumer Loan Consultant, that additional documents were needed XXXX I submitted the documents XXXX I notified XXXX that the disclosure documents had a loan amount XXXX times the amount I had agreed to and the dependent XXXX XXXX information needed to be corrected. I informed her that I would increase the loan amount to {$75000.00} but not the {$190000.00} indicated on the loan declaration. 
XXXX XXXX emailed me that she would call me to discuss the issue with the loan amount and dependent XXXX  information XXXX XXXX emailed me that I needed to upload additional tax information and a copy that did not have my social security number redacted XXXX I informed XXXX that I was awaiting her call and for the declaration to be corrected XXXX XXXX contacted me requesting the additional documents ; however, the declaration had not been updated XXXX XXXX emailed me that I would need to reapply because I had not completed the paperwork XXXX emailed XXXX and asked if I could upload the additional documents on XX/XX/XXXX XXXX XXXX replied that I could XXXX I uploaded the unredacted tax returns but informed XXXX that I could not sign the declaration because the information had not been corrected XXXX XXXX replied that they couldn't change the declaration, but the closing documents would reflect the correct loan amount. She said I did not need to do anything else until the closing. 
XXXX I received an email that said I still had outstanding documents XXXX XXXX sent an email stating that the title work was ordered and pending completion XXXX XXXX emailed with information clarification requests XXXX I received an email from XXXX XXXX that the loan was approved and ready for closing. The line amount was listed as {$100000.00}, which was still {$25000.00} more than I agreed to. 
XXXX XXXX contacted me to verify my marital status. I informed her that I was separated, my husband lived in a different state and was not on the original mortgage. I asked her to send the paperwork to him so he could sign it before a notary. I have yet to hear from her regarding the status. 
XXXX Closing date- I arrived at the branch for a closing appointment with XXXX XXXX and was told that I couldn't close because my legal husband was not present. XXXX promised to find out the next steps and contact me. 
XXXX I emailed XXXX asking about the miscommunication. She said she would check options to see if we could close on camera remotely or via a notary. 
XXXX I emailed XXXX for clarification XXXX She emailed that he could sign with a notary who could come to his location from $ XXXX {$370.00}. 
XXXX I responded that he works at a bank and has access to a notary and asked if it would be acceptable for a notary at the bank to provide the service. I asked for XXXX to please let me know the next steps. 
Regrettably, after XX/XX/XXXX, I found myself in a disheartening situation. Despite my persistent efforts to reach out to XXXX XXXX and XXXX XXXX, I was met with a deafening silence. My last email was in XXXX, and to this day, I have not received any communication from anyone at Huntington. This is particularly distressing as they have already pulled my credit, conducted an appraisal, and my line of credit is now in the repayment phase.

Company response to consumer: Closed with explanation