Consumer complaint received 2025-11-21 00:00:00
Product: Money transfer, virtual currency, or money service — Foreign currency exchange
Issue: Confusing or missing disclosures — 
Company: HUNTINGTON NATIONAL BANK, THE
State: OH

Complaint narrative:
On Wednesday, XX/XX/XXXX, I went to a branch of XXXX XXXX in XXXX, XXXX, to use my Huntington Bank ATM card to withdraw XXXX XXXX  out of my Huntington checking account. I have used this ATM card for many, many years, both for domestic withdrawals and foreign withdrawals in countries like XXXX XXXX ( in XX/XX/XXXX ), XXXX, XXXX ( in XX/XX/XXXX ), XXXX and several more. Our last domestic withdrawal before our trip to XXXX was on XXXX XXXX, My transaction was cancelled and I got two receipts for the transaction -- the first indicating that my withdrawal was cancelled and the second stating that my card was withheld and that I should contact my bank. 
I did so as soon as we ( my wife and I ) got back to our apartment. I placed 3 phone calls to the bank 's customer service number in XXXX. The three calls lasted over 1 hour. During these calls, we were informed that the bank changed its policy regarding the use of an-ATM-only card sometime in XXXX, and notified customers. We asked to see a copy of that notification, as my wife looks at our bank account daily online. ( Further, the bank had previously eliminated paper bank statements and notifications, so the only form of communication would have been online. ) We were seeking to see whether or not we had been notified in writing ( either online or on paper ). The bank representatives stated that they could not provide us with written documentation of any sort, but stated that this notification went out in XXXX. 
After the phone call, my wife got into our account and found no such messages, and we could not find any such notice in our email either. 
We ended up with a very, very limited amount of XXXX  to use on our trip that lasted almost two weeks. We could not pay tips to several tourist guides that we used in XXXX, and did not buy sevreal things that we would normally buy with cash while on this trip. We finally used our limited amount of XXXX  cash to convert to XXXX  at an outlandish excnage rate, exceeding {$1.00} per XXXX. 
When we returned to the XXXX XXXX, we again searched to find any written notification of this policy change, and could not find that we had been notified. So, I went to the local branch to see if they might help. I talked with XXXX XXXX XXXX, who stated that she was the assistant branch manager. She used her computer to find any information on the supposed notification, but could not find any written statement, but said that the notification was appartently sent in XXXX. I asked to speak with someone above her in the bank 's structure, as again, I just asked for written documentation that was sent AND that we received this notificaion in XXXX. 
A day or two later, we were told that XXXX XXXX was having us contact the " Regional Director '' of the bank for an explanation. As it turned out, we spoke with the branch manager ( XXXX XXXX ), not a regional manager, who told us ( if I recall this conversation correctly ) that XXXX sent out a notice in XXXX about this matter. Since we do not have any dealings with XXXX through Huntington Bank, there is no way that XXXX would know to contact us. XXXX XXXX further stated that this matter had apparently been settled during our phone calls to the bank on XX/XX/XXXX. Nothing could be further from the truth! 
Further, the bank would make NO attempt to reimburse us for the added expense of the currency exchange, nor for the considerable inconvenience that we suffered throughout our trip because of the lack of money. 
A resolution of this matter in favor of the bank is simple : Show us definitive proof that we were notified in writing in XX/XX/XXXX of this poiicy change. The bank should have a record of sending this to our email address, so any notification should show that it was sent directly to us, rather than stating that the policy was changed and we were notified, or that a message was sent to the affected customers, since apparently many of its customers had previously switched to deebit cards for ATM withdrawals. 
Failing to provide this information, we would like compensation for our increased cost of securing a limiited amount of XXXX  with the small amount of XXXX  dollars that we brougnt with us on this trip, as well as compensation for the inconveniences mentioned above throughout the trip.

Company response to consumer: Closed with monetary relief