Consumer complaint received 2025-01-31 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: IN

Complaint narrative:
Subject : Formal Complaint Against Huntington Bank for Improper Dispute Resolution and Service Quality Dear Consumer Financial Protection Bureau, I am submitting this formal complaint regarding Huntington Bank 's improper handling of my transaction dispute. Despite multiple attempts to resolve the issue directly with the bank, including a XXXX  complaint that has now been closed to my dissatisfaction, Huntington has failed to provide an adequate resolution. Below, I outline the series of events and key issues leading to my complaint : Background : Transaction Decline and Provisional Credit : I had a transaction declined by Huntington Bank despite being within my daily limit of {$10000.00} and approving the transaction via text. I first spoke to an associate who hung up on me after stating she would approve the transaction. A second associate then instructed me to repeat the process, which still did not work. I was told to wait, but waiting was not an option because the cost of the item was about to expire soon. Eventually, the transaction was approved by a supervisor, but due to Huntingtons delay and the initial decline, the item I purchased increased in cost by {$160.00}. 
Dispute Submission : I submitted a dispute to Huntington Bank for the increased cost, which they acknowledged. I was informed that the dispute would take 7-10 business days to resolve. 
Interaction with XXXX XXXX : On XX/XX/XXXX, I spoke with XXXX XXXX from Huntington, who, after receiving my XXXX complaint, failed to provide satisfactory assistance. XXXX XXXX repeatedly said we " agree to disagree '' and made dismissive comments. When I requested to speak with his supervisor, XXXX XXXX hung up twice during the call, refusing to assist further. 
Alleged Suspicious Website : During the call, XXXX XXXX claimed the transaction was declined because the merchants website was flagged as suspicious. However, I contacted the retailer, XXXX, who provided me with several links confirming the legitimacy of their website, directly contradicting XXXX XXXX statement. Despite this, Huntington Bank has continued to suggest that the website was suspicious without providing any evidence to substantiate this claim. It seems that Huntington is deflecting responsibility for the transaction decline to the merchant, XXXX, despite the retailers proven legitimacy. 
Issues Raised in the Letter from Huntington : I received a letter from Huntington Bank dated XX/XX/XXXX, on XX/XX/XXXX. In this letter, Huntington stated that the issue was either related to the quality of service or a binding contract with the merchant. However, Huntington failed to address these concerns and seemed to deflect responsibility to XXXX. 
The letter also mentioned that the provisional credit of {$160.00} issued to my account would be reversed on XX/XX/XXXX, XXXXthe same day I received the letterproviding me no reasonable time to dispute this decision. 
Despite contacting the merchant, XXXX, who confirmed their legitimacy, XXXX insists that the transaction was declined due to a " suspicious '' website without providing any evidence to substantiate this claim. 


Phone Call Attempt : After receiving the notice letter indicating XXXX determination, I requested a callback to resolve my issue further. After waiting XXXX minutes, I received a call back. However, when I provided my name, the call disconnected. This seems intentional, as it marks the third time, I have been hung up on in my attempts to resolve this issue. 

Phone Call with Transaction Dispute Supervisor : XXXX On XX/XX/XXXX, I called XXXX again and navigated through the prompts to reach the XXXX XXXX Department. After following the steps to get through the automated system, I was connected to the first representative. The representative informed me that I could only obtain the documents detailing the determination of my dispute by mail, not email. This created an additional delay in receiving the necessary information. 
I then requested to speak with a supervisor and was transferred to XXXX, a supervisor in the department, to discuss the matter further. During the call with XXXX, I raised several concerns : Email Contact Information & Lack of Transparency : I first asked XXXX how to email his department directly, and he provided the email address XXXX. However, I wondered where I could find this information myself since I had not seen any email contact listed on XXXX website for disputesor for any department, for that matter. XXXX initially told me he would check, then placed me on hold for at least XXXX minutes while he attempted to locate it. When he returned, he corrected himself, stating that there was no email listed anywhere on their website. This confirmed my concern that XXXX does not provide accessible contact information for dispute-related matters. 
One-Way Email Communication : XXXX also XXXX that while the department receives incoming emails, they do not respond to them, making the purpose of having an email address questionable. 
Nature of My Dispute & Damages Incurred : I reiterated that my issue was not about the quality of service, product, or merchant ( XXXX ) but how XXXX mishandled my dispute and the subsequent reversal of the provisional credit. Additionally, I pointed out that I suffered damages ( additional costs ) due to XXXX declining my transaction without explanation. At the time of the transaction, I was within my daily spending limit, so there was no apparent justification for the decline. Yet, XXXX has failed to provide any valid reason for this decision. Their refusal to acknowledge these concerns suggests a deliberate effort to dismiss the issue rather than provide a meaningful resolution. 
XXXX to XXXX Banking XXXX : Due to XXXX lack of transparency, failure to address my concerns, and the financial impact of their decision, I have considered severing my banking relationship with them. When I brought this up, XXXX confirmed that I have been a XXXX customer since XXXX, yet this situation makes it clear that my business is not valued. 
Appeal Process : I asked XXXX if there was a way to appeal the decision. He confirmed that he would open the dispute for further review on my behalf. I also asked him to submit a formal complaint about the issue. 
Dispute XXXX : I inquired about who the dispute XXXX was, and XXXX mentioned a name that sounded like XXXX ( though I might have misheard or misspelled it ). 
XXXX XXXX Handling Documents : XXXX explained that the dispute documents would be sent to me, but the research team handles this process. The team does not take calls or allow contact with its managers. 
This call further confirmed that XXXX has not taken adequate steps to address my concerns or provide clear guidance on resolving this matter. The lack of responsiveness and transparency is troubling, and it only adds to my frustration with the dispute process. 
Concerns and Requested Remedies : Provisional Credit Reversal : XXXX has indicated that the provisional credit will be reversed on XX/XX/XXXX, which gives me insufficient time to dispute their decision. I request that you investigate this issue and ensure that I am given a fair opportunity to challenge the reversal of the provisional credit. 
Lack of Transparency and Accountability : XXXX has failed to communicate clearly why the transaction was declined, why the provisional credit was issued, and whether the credit will be reversed. Additionally, the poor customer service I received from XXXX XXXX, including hanging up on me and providing inconsistent explanations, only exacerbates the situation. 
Failure to Address the BBB Complaint : Huntington Bank closed my BBB complaint weeks ago without satisfactorily addressing my concerns, leaving me without recourse. 
Summary : XXXX XXXX Banks failure to provide adequate resolution and the lack of transparency in their handling of the dispute, I am forced to submit this complaint to the CFPB for investigation. I am seeking a resolution that includes : Confirmation of the status of the provisional credit. 
Adequate time to dispute XXXX 's decision regarding reversing the provisional credit. 
An escalation of the matter to a higher-level representative to ensure proper customer service and resolution. 
I appreciate your attention to this matter and look forward to your assistance in resolving this issue. 
Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief