Consumer complaint received 2021-12-02 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: HUNTINGTON NATIONAL BANK, THE
State: WV

Complaint narrative:
I got an auto loan with Huntington National Bank in XX/XX/XXXX. The bank brokered the auto insurance with XXXX XXXX. My car was totaled by flooding on XX/XX/XXXX. On XX/XX/XXXX, the insurance company supposedly sent a check for the damage to pay on my loan but sent it regular mail and the bank stated they didn't receive it. On XX/XX/XXXX another check was issued by XXXX XXXX, the bank supposedly didn't receive it. Then when I informed the insurance company I was getting an attorney, the adjuster hurried to hand write a check and sent it fed ex to Huntington Bank and the bank confirmed with me that they received it on XX/XX/XXXX but it didn't have an account number on it and they didn't know what they were going to do, either reject it or credit it to my loan account. To date, I have spent numerous hours trying to reach this bank for wait times of over an hour, i have scheduled calls through my bank app and each time someone calls, they never know what is going on. I have requested supervisors to call me and they do not, I actually spoke with a supervisor this evening when I spoke with the auto loan services and that supervisor was supposed to call me back ( her name was XXXX in the loan processing services, Escalation dept ) and she did not. I have called numerous numbers and finally called the mortgage dept who got the loan dept on the phone who then said that he was working from home and a supervisor would call me back and then he hung up on me while I was trying to ask a question. The issue is with the bank and the insurance company they referred me to and brokered for. My husband and I both have lost wages. I work for the welfare dept and husband works for the largest XXXX  home in the state, DURING A PANDEMIC, and we have a child. We cant get to work to have a full time work week, we are paying people to give us rides or transport our son to school and back and to his sporting events that we are missing because we cant even get there. He is in high school and does not always play local for us to get a ride. I have spoken with my bank three times this week trying to find out why they haven't credited the nearly {$9000.00} check to my auto loan since XX/XX/XXXX. They are aware of the employment we have and the gravity of the situation that this bank and the insurance company they brokered for, have caused and to date, I still do not have a disposition of what they are doing with the check but it is my understanding that the auto insurance did not include the account number on the check of which to credit the payment. It does not make sense to me that they can not contact each other and have this resolved two months ago but we continue to spend money for transportation while I continue to pay on a car loan for a car that is totaled and I shouldn't even be paying this interest rate on this loan because its no longer a car loan and is unsecured. Their excuse is that they are merging with XXXX bank and this has caused them some type of inability to continue functioning as they have before which is completely inexcusable to cause hardships to customers.

Company response to consumer: Closed with explanation