Consumer complaint received 2025-02-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: HUNTINGTON NATIONAL BANK, THE
State: PA

Complaint narrative:
XX/XX/year> approximately XXXXXXXX XXXX Attempted to deposit {$1500.00} cash into the ATM at the local branch ATM showed error message that it was unable to count the cash, and instructed me to remove it from the door When door opened, it did not move the cash out to be grabbed, it kept the cash inside the door, stuck between the teeth of the mechanism. Unable to physically get out the cash, and door closed Error then stated funds were not properly retrieved, and to contact the financial institution or go into the branch I parked and Walked into the bank immediately after this occurred Explained what occurred to the teller, his name was Will, and he opened a claim for me in the system, stating they do not have access to the ATM as it is serviced by a third party Claim reference number XXXX Advised it would take around 5-10 days for it to be reviewed and the ATM serviced 10 days later, no update provided, called the branch and asked if they had an update. They did not, and stated the ATM had still not been serviced, and it may take a while because they had several issues regarding that ATM that would need investigated. 
I called corporate Customer Service and requested assistance to have it escalated. They notated an escalated review, requesting a priority provisional credit be applied to my account while it is investigated I received no further update via phone, email, letter, or secure message. 
On XX/XX/XXXX, at XXXX, EST, I received a fraud alert on my account/debit card I called Customer Service around XXXX that morning to request a new debit card. At that point I asked for an update on my claim. 
The representative stated the claim shows it had been closed, and they did not find my complaint valid, and they would be taking back the {$1500.00} provisional credit. from my account, on Friday, XX/XX/XXXX. 
I called back and spoke to another representative, who made a request on my claim for it to be reopened, reinvestigated. She also pulled the information showing I had accessed the ATM at the time I had stated. She requested that video be pulled to provide proof of my claim or their reasoning. It was obvious at that point, neither had been done through the first part of the investigation. 
A request was also made on my account to not take back those funds on the XXXX. 
I then called the branch I initially filed my complaint and asked if they had more information for me. They were going to look into it and call me back. 
On Wednesday, XX/XX/XXXX, a representative from the branch called me back and advised they had no updates at that time for me, and were unable to pull any footage themselves, as it is not their ATM. They were going to monitor my claim and intended to call me back with updates for next steps. 
It is completely unprofessional, and unacceptable, that I have had to wait over a month for any type of update, in which I had to go fishing for. It is also unacceptable, that with no reasoning or explanation provided, they deny my claim and essentially plan to steal my {$1500.00}. 
I am unsure if this is the bank making these decisions or the ATM servicer. Either way, I refuse to lose {$1500.00} because of a faulty ATM, which was described as problematic, and several issues needed looked into. 
I should not have to wait, holding my breath, to see if I will lose my own money from my account due to their errors.

Company response to consumer: Closed with monetary relief