Consumer complaint received 2025-01-17 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: HUNTINGTON NATIONAL BANK, THE
State: OH

Complaint narrative:
On XX/XX/XXXX, while trying to get a mortgage, the underwriter found an account on my credit report in nonpayment. The only information on my credit report was that the account was : Opened XX/XX/XXXX, went into 30 day delinquency on XX/XX/XXXX, Owed {$1000.00} with " XXXX. '' No contact information or full company name was provided to learn any more details of the account, and there was no information about collections. The underwriter let me know that they were unable to complete the underwriting until they had confirmation we were up to date on payment with this account. Our closing date was scheduled for XX/XX/XXXX. 

On XX/XX/XXXX, with the mortgage brokers ' help, we were able to trace the account to Huntington National Bank. I called their service line and after being forwarded through three departments, someone in their credit department was able to locate the account. I asked for information about the account, as I needed to have the payments made up to date. I was told that the account had been charged off due to fraud, and was a closed and settled account. I let her know that it was still appearing on my credit report, and asked for documentation of the status of the account. I was told that I would receive an email within 48 business hours confirming so. 

On the afternoon of XX/XX/XXXX, nearly 70 business hours after my phone call, I still had not received any information. I called Huntington back, and the person I spoke to said there was no record of a request made, and that they would put in a request. I reiterated that their company was claiming I owed them money and blocking me from getting a mortgage as a result, and offered to pay the money in question if it was necessary. I simply needed proof that I had made a current payment, even if it required me to make a payment that day. She told me once again that the account in question had been labeled as fraudulent and was closed, and that I should have a document in 1-2 business days, and that a ticket to have the credit reporting agencies updated was to be submitted. 

I relayed the situation to the mortgage broker, who said they would submit paperwork for an updated credit check. 

On XX/XX/XXXX, I had still received no information from Huntington Bank, and the updated credit check showed the account still in delinquency on my report. I called Huntington once again, and this time the agent I spoke to claimed that the account was found by their internal investigations agency to be NOT fraudulent, and I needed to pay the account in order to receive an up-to-date letter in 21 business days. Because our closing date was only XXXX business days away, I asked for any way to expedite the situation, and was told that if I paid in cash at a physical branch, they would be able to clear the situation up. 

At XXXX on XX/XX/XXXX, I arrived at a physical Huntington branch with {$1100.00} cash in-hand in order to resolve the account. When I spoke to the teller, she was unable to process a payment because the account in question was pulling up as closed, and she referred me to the branch manager. I sat down with the branch manager, who investigated their system, and said that the account in question was listed as Charged Off for reason of Fraud. However, when she attempted to pull up a closing statement, she said that the account had not been updated, closed, or sent to a collections agency. She also confirmed the bank had no record of any attempts to contact me to collect a debt. She brought in a second bank manager, who was also unable to help, and then spent about an hour on hold with Huntington 's credit and fraud departments trying to get an answer. Once she got off the phone, it was XXXX. She said she would need to get approval for an XXXX (? ) letter from upper management to explain the situation, which we should be able to give to the underwriter to at least resolve the mortgage on time. She said the manager didn't work on XX/XX/XXXX, but she would have an answer on XX/XX/XXXX. 

On XX/XX/XXXX at XXXX, I received a call from the branch manager saying that she had found a solution, and if I could pay the account that day by XXXX, she'd be able to have a finalized statement to give to the underwriter by the morning of XX/XX/XXXX. Despite being at work, 45 minutes away from the bank location, I was able to make it to the bank at XXXX on XX/XX/XXXX to pay the full {$1000.00}, in cash, that the bank claimed I owed. I was told confirmation of account status would be in my email shortly, and I even confirmed that all of the contact information was up to date and kept the receipt of the transaction. 

On XX/XX/XXXX, I received an email from Huntington bank containing 3 out-of-date statements that didn't include the account number or any transaction history, and an incorrect mailing address : A document dated XX/XX/XXXX that stated the account had a previous balance of {$1000.00} and a new balance of {$0.00}, with {$0.00} owed ; A document dated XX/XX/XXXX that claimed the account had a New Balance of {$1000.00} and a minimum payment of {$320.00} due ; and a document dated XX/XX/XXXX that claimed {$760.00} past due, a new balance of {$1000.00}, and a minimum payment of {$790.00} due. None of these documents included a current status of the account for the underwriter. 

At XXXX on XX/XX/XXXX, I once again called Huntington to ask for a document providing the current status of the account. I received verbal confirmation that the account was closed, and yet again requested a document or statement that I could provide to the underwriter so we can meet our closing date of XX/XX/XXXX. I was told the request would take 2-3 business days. XX/XX/XXXX is a Friday, and Monday XX/XX/XXXX is a national holiday. The closing date this document is necessary for is less than one business day away, and I have been requesting it for three weeks and received different, contradicting answers every time. 

It is absurd and unreasonable that I am being blocked from completing a mortgage because a company claims I owe them money, and three weeks later I still can not get the company to provide a single document confirming the status of this debt that is less than XXXX XXXX XXXX. I showed up, cash-in-hand, asking to pay the debt and was sent home two hours later because the bank manager couldn't figure out where the debt was, and yet they still have not removed it from my credit report or provide a single document explaining the situation to me or the underwriter.

Company response to consumer: Closed with non-monetary relief