Consumer complaint received 2025-03-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: HUNTINGTON NATIONAL BANK, THE
State: OH

Complaint narrative:
Original Dispute Claim Number - XXXX Dispute complaint Claim Number - XXXX A person posing as a Huntington Bank fraud member called me under the phone number XXXX ( XXXX ) XXXX on XX/XX/XXXX regarding someone using my debit card in XXXX XXXX at a XXXX XXXX for about {$250.00}, and had asked if I received any fraud alert regarding this purchase. I did not, even though I had alerts set up, which they then asked if I wanted a card expedited to my address on file and said they were going to reconfirm the text alerts are set up. After asking me to provide them a verification pin that was texted to me they then asked to confirm a recent purchase. I did so as this is a normal Huntington associate question. After putting me on hold for some time they came back and said my card would arrive on Friday and they would be calling me back to ensure my alerts are set up. End of call one. 

Start of call XXXX on Friday XX/XX/XXXX at XXXX, the same phone number called me and asked to provide them the pin that was texted to me to confirm my alerts were set up and stated my card was going to arrive on Monday now. After providing this info the person said my alerts were set up and hung up the phone. I received several texts saying {$10000.00} has been transferred about 4 or 5 times. Then received a text saying the number on file has been removed from the alert system. 

I immediately called Huntington and told them to freeze everything. The entirety of my bank account was file transferred out or taken out via ATM withdraw/online purchase. Huntington was able to stop a majority of the transfers, but were unable to stop a {$10000.00} pin transaction at XXXX XXXX XXXX XXXX as well as a {$480.00} cash withdraw. I went to the closest physical branch location to have them reverse everything they could, which they were able to cancel tens of thousands of dollars worth of bill transfers, but not the {$10000.00} that was used on the debit card sent to the address that was modified on my Huntington account which was XXXX XXXXXXXX XXXX XXXX XXXX XXXX 

This address was discovered to have been changed the day of XX/XX/XXXX and a physical piece of mail saying the address on file was changed was sent to my current address in XXXX  that same day. The Huntington branch manager stated that this was because the address on file was changed on a computer and not a mobile device, otherwise I should have received an email stating the address change. 

I was told by the Huntington associate helping me the day this all happened that I need to file a dispute to get this money back, which was filed the same day, XX/XX/XXXX. On XX/XX/XXXX, I get XXXX calls from a XXXX from a XXXX XXXX saying I need to send all of the screen shots I have involving the messages and calls I received, which I provided at my earliest convenience prior to that Monday he said I needed the files to be sent in by as this was the legal date they needed to make a decision on the funds in my account. 

I call Huntington 's fraud number XXXX on XX/XX/XXXX to get an update regarding my case as I have not gotten any physical piece of mail or emails regarding my claim and the woman on the phone tells me my claim has been denied. I tell them to reopen the case as I don't believe this is the right decision, especially due to the electronic fund transfer act question 5 regarding regulation E where it states that even if a customer is induced into providing a pin that it is considered an unauthorized transaction if the account holder receives no benefit, which is exactly what is happening. 

I'm out over {$10000.00} dollars and have called Huntington over XXXX times [ XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and have gone into the physical location ( XXXX XXXX XXXX XXXX at least 3 times now regarding the status of the " reopened '' case and have not been provided any information other than " your case is still under review ''. I have not received the initial denial letter in the mail or via email. I have not received any emails that Huntington has said they have sent regarding this dispute, even after confirming with them the email on file for my account.I 've been told over the phone that Huntington has video footage of both myself at the XXXX branch location as well as an XXXX XXXX  male in XXXX XXXX who was using my card to withdraw {$480.00} dollars in cash, all of the screen shots I was requested to send regarding my case as well as the police report I have filed the same day these people attempted to withdraw all of my money. 

It's now XX/XX/XXXX and I still have no information on who has been reassigned to my case and that the branch manager who has been helping me this whole time cant even see that my case has been reopened yet even after numerous requests to do so over the phone and in person. I have not received any provisional credit. And I keep having to call them to get any kind of updates. I've been told to call tomorrow XX/XX/XXXX to receive information on if the escalation department has even looked at my claim as I have filed a complaint with Huntington 's physical branch location provided above on why has my case been denied so quickly, but has taken so long to be reopened.

Company response to consumer: Closed with monetary relief