Consumer complaint received 2025-08-03 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:
COMPLAINANT INFORMATION : Name : XXXX XXXX XXXX. 
Address : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Phone : ( XXXX ) XXXX Email : XXXX BANK INFORMATION : Bank : Huntington Bank Account Number : XXXX Routing Number : XXXX FRAUDULENT TRANSACTION : Date : XX/XX/year> Description : XXXX XXXX XXXX XXXX XXXX XXXXXXXX Amount : - {$500.00} Status : Pending Account Balance After : - {$470.00} ( overdraft ) DOCUMENTED VIOLATIONS WITH TRANSCRIPT EVIDENCE : Full audio recording and transcript available - Ohio one-party consent state Employee XXXX ( Escalations Department ) documented violations : Refused employee identification when legally requested Violated Federal Regulation E Section 1005.11 - refused provisional credit for unauthorized electronic transfer Made contradictory statements about pending vs. posted charge policies Falsely claimed fraud department has no managers Failed to escalate to appropriate authority as required TRANSCRIPT EXCERPTS AVAILABLE UPON REQUEST BUSINESS IMPACT : XXXX XXXX  XXXX partner with planned banking relationship XXXX funding will NOT be deposited with Huntington due to regulatory violations Recent business banking customer reconsidering entire relationship Essential bills affected ( car payment due ) Overdraft fees from unauthorized charge REQUEST FOR ACTION : Immediate provisional credit of {$500.00} and regulatory investigation of documented violations. 
SIGNATURE : XXXX XXXX XXXX. 
XXXXXXXX XXXX XXXX XXXX XXXX XXXX Field Guide LLC Phone call transcript with Huntington, I also have an audio recording : # Huntington Bank Call Transcript * * Date : * * XX/XX/year> * * Subject : * * Regulatory Violations # # Call Transcript * * Bank Representative : * * I will call one of my supervisors. OK to stay on the line? 

* * Customer ( XXXX ) : * * Thank you. 

* * Bank Representative : * * You're welcome. I have a supervisor on the line, actually. She will cover your question and she will cover the cost. Thank you so much. Have a nice day to both of you. Bye for now.

* * Customer : * * Thank you.

* * Supervisor : * * Welcome, I'm a supervisor at the Michigan corporate location. Can I start with your first and last name please? 

* * Customer : * * Oh yes, it's XXXX XXXX. 

* * Supervisor : * * I'm going to help you today.

* * Customer : * * I'm reporting a fraudulent charge totaling {$500.00} under Regulation E. I need a provisional credit during the investigation. It's affecting my business operations. Pending status doesn't exempt Huntington from regulation compliance.

* * Supervisor : * * That is correct. We will definitely look into getting a provisional credit on the account once we can start the dispute process. The dispute process can't be initiated until the transaction posts to the account. While the transaction is in a pending status, our system does not allow us to start the dispute for you.

* * Customer : * * The fact that it's in the pending status doesn't exempt you from federal law. You should be issuing this right away.

* * Supervisor : * * Those credits don't come right away. Even if we were able to start a dispute for you at this very moment, we can't guarantee that there would be a credit on the account immediately. Those credits can take 1 to 10 days.

* * Customer : * * One moment, please. Yeah, I'm just reading the regulations right now and you can issue these credits and are legally required to because I've already reported this as fraud. As soon as I report this as fraud, you are required to take action, so that doesn't make any sense.

* * Supervisor : * * Correct, so we can definitely close your debit card for you so that whoever has access to this information * * Customer : * * You've done that. You are required to provide provisional cash access as soon as I report fraud.

* * Supervisor : * * No, I understand that you're reading the regulation, but there's also steps in between in order to do that. So even though you're reading the regulation, doesn't mean that Huntington has to start immediately. We have to confirm the transaction is a disputed transaction.

* * Customer : * * You have to comply with federal law, and if you can't do that, I need to speak with someone in regulations.

* * Supervisor : * * OK.

* * Customer : * * You can explain to me why you're not * * Supervisor : * * We don't have anyone in regulation. We don't have a regulations department for you to speak to. I can definitely file a complaint for you stating in the complaint that you feel as if we're not following regulations, but as Huntington, that's fine.

* * Customer : * * I'm reading them. Could I just get your name and badge number please?

* * Supervisor : * * I don't have a badge number, but my name is D, and I'm the only supervisor in this department by the name of D.

* * Customer : * * I need some sort of identification. I need to know I'm speaking with * * Supervisor : * * We don't have badge numbers that we are able to provide to you. All calls are monitored and recorded, and my name would be in your file.

* * Customer : * * I need something I can identify you with.

* * Supervisor : * * I don't have anything that I can give you specifically to identify me with.

* * Customer : * * OK, so you're refusing * * Supervisor : * * I'm not refusing. I'm giving you what's available, which is my name.

* * Customer : * * D, you're telling me out of Huntington Bank, like the thousands of employees all over the world, I have to go offI don't even know what department I'm speaking with.

* * Supervisor : * * I am the only D in this department. You're speaking to the escalation department because you asked for a supervisor.

* * Customer : * * Escalations of what? That is so unspecific.

* * Supervisor : * * You wanted to escalate your call because you were unhappy with the service you got with the previous agent.

* * Customer : * * I asked to speak with the manager of the fraud department, not escalations.

* * Supervisor : * * We don't have a fraud department for you to speak to. You dispute the transaction. It's not a fraud department, it's a dispute department to dispute transactions.

* * Customer : * * Well, then I should've been transferred to the manager of the dispute department, not you. Can you transfer me to the manager of the dispute department?

* * Supervisor : * * I can see if there's someone available for you, but that's not gon na change you being able to file that dispute.

* * Customer : * * Right, that's who I asked for. If you are not going to follow federal law, please put me on the phone with someone who might.

* * Supervisor : * * Just a moment.

[ Call disconnected ] # # Highlighted Regulatory Concerns - Regulation E requires financial institutions to provide provisional credit ( typically within 10 business days ) while investigating unauthorized electronic fund transfers- The bank representative claimed they can not initiate the dispute process while the transaction is pending, which may conflict with the requirement to begin investigation promptly upon notification - Failure to provide customer service representative identification information for future reference - Call disconnection during an escalation request

Company response to consumer: Closed with monetary relief