Consumer complaint received 2025-11-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: HUNTINGTON NATIONAL BANK, THE
State: MN

Complaint narrative:
I am filing a complaint because Huntington Bank has not followed federal law under Regulation E regarding two unauthorized international debit card transactions totaling approximately {$2700.00}. 

I received an email alert on XX/XX/year> at XXXX EST ( XXXX CST ) for XXXX XXXX XXXX XXXX XXXX amount of {$1400.00}. I also received an email alert on XX/XX/year> at XXXX EST ( XXXX CST ) for XXXX XXXX  XXXX in the amount of {$1300.00}. I immediately called Huntington Bank on XX/XX/year> at XXXX CST when I had the opportunity to check my email. It should be noted that these two transactions were still pending at the time of the initial phone call. I called Huntington Bank again on XX/XX/year> at XXXX CST when I realized that the unauthorized transactions were posted to my account. 

It should be noted that my Husband and I did travel to XXXX for our XXXX  and my XXXX birthday, but we left XXXX on XX/XX/year>. 

On XX/XX/year> my Husband and I received a letter ( dated XX/XX/year> ) from Huntington Bank advising that they had completed their research and determined that the disputed transactions were deemed " authorized '' and that we had the right to request documents relied on to make this determination. 

I made another call to Huntington Bank on XX/XX/year> at XXXX to request documents relied on to make their determination that the disputed transactions were " authorized '' and was informed by the customer service agent that Huntington Banks investigation deemed these transactions as authorized, citing that the chip technology and PIN were used. The agent assured me that the documents used to make this determination would be mailed to me. 

On XX/XX/year> Huntington Bank sent my Husband and I a second determination letter without sending the requested documentation or proof that they relied upon to make their determination. I believe that this is a stall tactic by Huntington Bank. 

On XX/XX/year> I mailed an envelope certified mail ( with a requested signature service ) to Huntington National Bank in XXXX, OH. Included in this is envelope was a detailed letter requesting Huntington Bank to do a second-level review and requested EMV chip verification logs ( ARQC/ARPC ) Transaction timestamps Any merchant documentation Any notes or evidence the bank relied upon In addition to documentation that was used to reach the determination in the first investigation. I also enclosed in the envelope a copy of my flight itinerary, return boarding passes, transaction bank statement, hotel resort invoice showing days of travel, and email alerts of unauthorized transactions. 

As of today, XX/XX/year> Huntington Bank has refused to provide any documentation supporting their conclusion and they have not responded to me at all. 

Under 12 CFR 1005.11, the bank is required to : Conduct a reasonable investigation Provide copies of the documents they relied on Notify me of investigation status and results Provide evidence if they claim the transaction was authorized They have not done any of these things.

The banks complete lack of communication, refusal to provide investigative documentation, and failure to comply with required timelines indicate that a reasonable investigation was not conducted as required under Regulation E.

I am requesting : 1. A full regulatory review of Huntington Banks handling of this dispute 2. That Huntington Bank provide the documentation relied upon in their determination 3. Reimbursement for the unauthorized transactions totaling approximately {$2700.00} in addition to the international transaction fees linked to these unauthorized transactions, in the amount of {$82.00}.

4. A correction of any Regulation E violations I appreciate your attention to this matter.

Company response to consumer: Closed with explanation