HUNTINGTON NATIONAL BANK, THE

2017-08-01

CO

Closing an account

Checking or savings account: Savings account

Can't close your account
Complaint: I am trying to close account XXXX. However, I live in Colorado and they are requiring me to visit a branch to close the account. I find it unreasonable to go to the nearest branch which is no where close to where i live to close my account. I tried calling their customer service and they told me to go to a branch. If huntington pays for my transportation and lodging I will visit a branch to close my account. Other than that I want them to close my saving account.
Company Response: Closed with explanation

Timely Response

2017-08-01

MI

Confusing or missing disclosures

Money transfer, virtual currency, or money service: Virtual currency

Complaint: Trying to use XXXX XXXX to borrow money but the bank is n't allowing it
Company Response: Closed with explanation

Timely Response

2017-08-01

Kingstree, SC

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: We sold a property, closed on XX/XX/XXXX which had 2 loans with Huntington Bank and submitted payments per payoff instructions from Huntington Bank via the title Company that handled closing. Title company had intended and billed us to wire both payoffs on XX/XX/XXXX. Title company informed me that the payoff amount may have been incorrect by Huntington and we may get a small bill. At the end of XX/XX/XXXX I received a bill from Huntington for {$580.00} accrued interest for two months - XX/XX/XXXX andXX/XX/XXXX. Called Huntington and they admitted they put the payoff amount ( {$67000.00} ) in a holding account since it did n't meet the payoff ( due to 3 days mailing time interest ) and continued to charge me interest on the full loan amount. After some discussion they agreed that it was their mistake, balance was {$0.00}, they would waive the additional 3 days interest so no worries. About 2 weeks later received a call about paying off the {$30.00} remaining interest that was added. At this point I was under the understanding that the title company had wire transferred in both payoffs the same day and since there was no issue with the conventional loan could not understand why an issue with the HELOC. Bank supervisor ( XXXX XXXX ) informed me that the title company wired in the conventional payoff, but sent check for the HELOC. This was the same supervisor who on the previous contact had agreed to wipe out any remaining balance due to the hassle. I requested a written payoff before paying anything additional and was sent a payoff letter on XX/XX/XXXX with a payoff amount good until XX/XX/XXXX ( two months previous ) with a payment due date of XX/XX/XXXX ( 3 weeks previous ) and boilerplate comments stating that the payoff amount may not include additional charges such as late fees or adjustments. I called back and refused to pay based on this verbiage as well as the fact that they had already told me once that they would write off the balance. I emailed the title company for their take on the situation and they informed me that although Huntington told them to mail the payment instead of wire transferring the funds in that they would make the payment of {$30.00} to clear it up since they did n't bill me originally for it. On XX/XX/XXXX this payment was credited by Huntington, but on XX/XX/XXXX they issued me a bill in the amount of {$530.00} for the previous interest charges that were supposed to have been removed. I again spoke with Huntington on XX/XX/XXXX the date I received the bill to someone named XXXX who assured me that the balance was {$0.00} and nothing was due. I asked for written confirmation showing a XXXX balance and was told it could take up to 30 - 45 days for the payoff letter to be processed. Today is XX/XX/XXXX and I again received a billing statement dated XX/XX/XXXX in the amount of {$530.00}. I have had absolutely enough of this nonsense with Huntington Bank which I had done hundreds of thousands of dollars of business over the years lying to me about a simple loan payoff that they screwed up and now refuse to correct.
Company Response: Closed with explanation

Timely Response

2017-07-31

Lansing, MI

Problem with the payoff process at the end of the loan

Payday loan, title loan, or personal loan: Payday loan

Complaint: Would really appreciate it if Huntington Bank would partner with XXXX. I use XXXX XXXX a lot for pay day advance. It takes a long time because they say my bank ( huntington ) has to send my transactions. XXXX implied that it may help if huntington partnered with them!
Company Response: Closed with explanation

Timely Response

2017-07-31

MI

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: *i have recorded calls of all of these conversations* on thursday ( XX/XX/XXXX ) a purchase was made and never appeared until the next day. I called and spoke to XXXX XXXX about their " grace period '' on overdrafting accts. who said this ( at the time - $ XXXX.xx ) would be due Monday before midnight. saturday ( XX/XX/XXXX ) an overdraft occurred to my account of - {$37.00}. I called and was directed to drive to the branch. the branch said this has nothing to do with them, then spent hours on the phone finally resolving the issue by " XXXX '' stating she will waive the o.d. fee as long as I deposit whatever I owe, minus the {$37.00}. I call today (XX/XX/XXXX) to verify this and now they want to play games saying this " miscellaneous refund '' was from XX/XX/XXXX( Friday ) and I will not receive a refund from XX/XX/XXXX, because " people make mistakes ... she must have not seen the refund ''. they are completely trying to scam people and allow representatives of a company lie and " sweep it under the rug '', while I do not have {$37.00} to deposit, which will continue to obtain daily fees.
Company Response: Closed with explanation

Timely Response

2017-07-29

Harsens Is, MI

Other service problem

Money transfer, virtual currency, or money service: Virtual currency

Complaint: Huntington bank will not connect to the XXXX XXXX app properly.
Company Response: Closed with explanation

Timely Response

2017-07-29

Columbus, OH

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with additional products or services purchased with the loan
Complaint: After reading about the XXXX XXXX scandal involving adding insurance to auto loans that duplicates personal coverage I decided to take a closer look at my Huntington Bank auto loan and confirmed the same " Single Interest Insurance '' charge of {$40.00} on my loan which was originated at the XXXX XXXX dealership. This was added despite my showing proof of insurance at the time of vehicle purchase and adding Huntington as a Lien Holder on the policy per dealer instructions. The vehicle has been continually insured with collision and comprehensive coverage since the time of purchase and I have records confirming such ( see attached ).
Company Response: Closed with explanation

Timely Response

2017-07-29

MI

Managing, opening, or closing your mobile wallet account

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: Trying to open an account on the application on my mobile phone XXXX XXXX, but supposedly Huntington bank is not partnered with XXXX XXXX and it wo n't let me complete the set up. However, it has been complicated because XXXX XXXX was able to put a trial deposit of XXXX cents and XXXX cents into my checking account successfully.
Company Response: Closed with explanation

Timely Response

2017-07-28

Cleveland, OH

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2017-07-27

Monaca, PA

Closing on a mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2017-07-26

Cleveland, OH

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-07-26

Drakesburg, OH

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Delay in processing application
Company Response: Closed with explanation

Timely Response

2017-07-26

Ashville, OH

Confusing or misleading advertising or marketing

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: My huntington bank will not allow XXXX XXXX any communication although I have agreed please fix this on my account. My number isXXXX
Company Response: Closed with explanation

Timely Response

2017-07-25

Ferndale, NY

Problem with a credit reporting company's investigation into an existing problem

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-07-25

Lancaster, OH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-07-24

Baltimore, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-07-24

Freeland, MI

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2017-07-24

OH

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Transaction was not authorized
Complaint: I need my bank Huntington bank to approve my account information is correct so I can use the app XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2017-07-23

NY

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: XXXX XXXX ( now a part of Huntington bank ) is still contacting me as of XX/XX/XXXX. The balance was paid in full on XX/XX/XXXX. The transaction posted to my account on the following business day ( Please refer to the XXXX XXXX XXXX statement attached ). I 've also written several stamped letters and sent three certified documents. XXXX XXXX ( Now part of Huntington National Bank ) continued to call me to collect a debt even after I submitted proof of payment on numerous occasions. XXXX XXXX took it a step further and closed/charged off the account/reported me to the Credit Reporting Agencies and continued to call me even after the payment was received which is against The Federal Trade Commission ( FTC ), Fair Debt Collection Practices Act ( FDCPA ), which prohibits debt collectors from using abusive, unfair, or deceptive practices to collect a debt. One small transaction shouldnt lead to multiple {$35.00} fees. The original transaction was only XXXX and there was money in the account at the time of purchase. I was never alerted about the overdraft charges and the account continued to show a positive balance for weeks. XXXX XXXX deceptively waited to draft the money from my account at a later date which resulted in overdraft fees. We had completely forgotten about the XXXX because we rarely used the account. I had spoken with several individuals at the branch and over the phone to make a payment before XXXX XXXX illegally closed/charged off my account. By law, If I send you a letter stating that I dont owe any or all of the money, or asking for verification of the debt, you must stop contacting me. I 've sent numerous letters within 30 days after receiving each notice and the original receipt of payment to each department but XXXX XXXX ( Now part of Huntington National Bank ) continues to call/write me about an a debt that does n't exist )
Company Response: Closed with monetary relief

Timely Response

2017-07-23

MI

Fraud or scam

Money transfer, virtual currency, or money service: International money transfer

Complaint: To give you the general idea, my mother was conned into making 4 different wire transfers through 3 different banks to her " boyfriend 's '' overseas friends. They used fake identity 's to pick up the funds. I have a power of attorney for her. This complaint specifically concerns Huntington Banks mishandling of the situation and misinterpretation of regulation e. The availability date on the wire made from Huntington was XX/XX/XXXX. The confirmation page we received along with supporting documentation is available upon request. We informed Huntington Bank of the error on XX/XX/XXXX, although when we called them we received a lot of responses to the effect of " once the wire leaves our hands it is not our responsibility ''. It was n't until XX/XX/XXXX that we found someone at Huntington who could help to attempt to recall the wire. I believe under regulation e ( if i 'm reading it correctly ) a fraudulent pick up is covered and the banks are required to refund the total funds, rather than just the fee associated with the wire. We received a letter from Huntington dated XX/XX/XXXX in which Huntington agreed there was an error due to failure to make funds available by the disclosed date and refunded my mother the XXXX dollar wire transfer fee. I believe they are required to refund the whole amount rather than just the fee. Specifically I believe huntington read this section of the code : a. refund the amount of funds provided by the sender in connection with a remittance transfer which was not properly transmitted or the amount appropriate to resolve the error, or b. make available to the designated recipient, the amount appropriate to resolve the error without additional cost to the sender or the designated recipient ( 12 CFR 1005.33 ( c ) ( 2 ) ( i ) ). In addition to this comment : The Bureau is revising proposed comment 33 ( c ) -4, however, to respond to a request from a Federal Reserve Bank commenter to resolve ambiguities in the relationship between the remedies in 1005.33 ( c ) ( 2 ) ( ii ) ( A ) ( 1 ) and ( 2 ) and the remedy in 1005.33 ( c ) ( 2 ) ( ii ) ( B ). Specifically, the Bureau has revised proposed comment 33 ( c ) -4, renumbered as comment 33 ( c ) -8, to clarify that the remittance transfer provider must correct the error in accordance with 1005.33 ( c ) ( 2 ) ( ii ) ( A ), as applicable. Therefore, if the remittance transfer was made available to the designated recipient, but on an untimely basis, the remedies under 1005.33 ( c ) ( 2 ) ( ii ) ( A ) would not be applicable. In that circumstance, the amount appropriate to resolve the error would be XXXX since the entire transfer amount was made available to the designated recipient. The sender 's only remedy in this case would be the refund of fees under 1005.33 ( c ) ( 2 ) ( ii ) ( B ). If, however, the funds were never made available to the designated recipient, then the sender would have one of the remedies available under 1005.33 ( c ) ( 2 ) ( ii ) ( A ) ( 1 ) or ( 2 ) in addition to the remedy of the fee refund under 1005.33 ( c ) ( 2 ) ( ii ) ( B ). The Bureau also believes the renumbering in 1005.33 ( c ) ( 2 ) should make this clear. And Interpreted it to mean that they only had to refund the wire transfer fee. I also suspect that they did not investigate the error and instead just agreed there was an error and refunded the XXXX dollar wire transfer fee, which is covered under the following paragraph : Correction without investigation. A remittance transfer provider may correct an error, without investigation, in the amount or manner alleged by the sender, or otherwise determined, to be in error, but must comply with all other applicable requirements ( Comment 33 ( c ) -10 ). However, when reading comment 33 ( a ) -4 this is what I 'm seeing : 33 ( a ) ( 1 ) ( iv ) Failure To Make Funds Available by Date of Availability Proposed 205.33 ( a ) ( 1 ) ( iv ) generally defined an error to include a remittance transfer providers failure to make funds in connection with a remittance transfer available to the designated recipient by the date of availability stated on the receipt or combined disclosure, subject to two specified exceptions, discussed below. The Board proposed comment 33 ( a ) -4 to provide examples of the circumstances that would have been considered errors under proposed 205.33 ( a ) ( 1 ) ( iv ). These circumstances included : ( i ) The late delivery of a remittance transfer after the stated date of availability or non- delivery of the transfer ; ( ii ) the deposit of a remittance transfer to the wrong account ; ( iii ) retention of the transferred funds by a recipient agent or institution after the stated date of availability, rather than making the funds available to the designated recipient ; and ( iv ) the fraudulent pick-up of a remittance transfer in a foreign country by a person other than the person identified by the sender as the designated recipient of the transfer. Fraudulent pick-up, however, did not include circumstances in which a designated recipient picks up a remittance transfer from the providers agent as authorized, but subsequently the funds are stolen from the recipient. Several industry commenters objected to the inclusion of fraudulent pick-up as an error. These commenters suggested that the remittance transfer provider should not be responsible for fraud that results in the pick-up of a remittance transfer by a person other than the designated recipient where the provider is unlikely to know or have control over all the intermediary institutions involved in the transfer or the final institution that will make the funds available to the designated recipient. Other commenters, including the OCC, suggested that this error might result in friendly fraud where a sender claims the amount was not an authorized pick- up when the pick-up was actually legitimate. The OCC was also concerned that the exposure to remittance transfer providers for this error may be aggravated in situations involving large dollar remittances and because of the long period of time that a sender could assert this error. One industry commenter noted that while there may be certain instances when fraudulent pick-up should be considered an error, there may be other circumstances when fraudulent pick-up should not be an error. In particular, this commenter suggested that where the name of the person picking up the funds does not match the name of the designated recipient set forth in the receipt, the sender should be able to assert an error. However, if an individual presents fake identification in the name of the designated recipient, this commenter stated that this fraudulent pick-up is outside of the remittance transfer providers control and therefore, should not be considered an error. Industry commenters also believed that a remittance transfer provider should not be liable for a fraudulent pick-up when a provider and its agent has complied with fraud and risk management policies and procedures. As the Board noted in the XX/XX/XXXX Proposed Rule, treating fraudulent pick- up of a remittance transfer as an error is consistent with the scope of unauthorized EFTs under 1005.2 ( m ), which includes unauthorized EFTs initiated through fraudulent means.See comment 2 ( m ) -3. Although identity theft can present a challenge to remittance transfer providers, financial institutions face similar challenges with respect to unauthorized EFTs and bear most of the risk. Moreover, similar to remittance transfers, the entity in the best position to verify the identity of the person initiating the EFT ( for example, the merchant at a store who initiates an EFT using a debit card ) may not be known or controlled by the financial institution, though such entities may have agreed to abide by system rules ( e.g., payment card network rules, ACH system rules ). However, under current laws governing EFTs, whether the financial institution knows or has control over that entity ( e.g., a merchant ) does not affect whether an EFT could be an unauthorized EFT. Similarly, the Bureau believes that whether a fraudulent pick-up should be considered an error should not be affected by the relationship between the remittance transfer provider and the entity distributing the remittance transfer to the designated recipient. Furthermore, the Bureau agrees with the Boards reasoning in theXX/XX/XXXX Proposed Rule that it is appropriate to treat these circumstances as errors because the remittance transfer provider, rather than the sender, is in the best position to ensure that a remittance transfer is picked up only by the person designated by the sender. For example, in some models, remittance transfer providers could require or contract with the entity distributing the funds, if it is not the remittance transfer provider itself, to request and examine identification from the person picking up the funds. The Bureau believes that including fraudulent pick-up as an error would better align the remittance transfer providers incentives to prevent this occurrence with the interests of the sender. So in essence I believe all 3 banks should be liable for the money, but this complaint specifically addresses the issue in regards to Huntington bank. We have tried to request the documentation they relied on to make the decision that an error had occurred and we were greeted with another layer of incompetence. The person my mother spoke to on the phone said their documents were all internal and we were n't allowed access to any of them. On XXXX she also tried contacting the person we found that helped us the first time and that person gave a similar response. My mother is planning to talk to her again next Monday ( XXXX ) due to her being somewhat busy the first time. She is also planning to ask if there was a suspicious activity report submitted, but if the first two banks are any indication they wo n't know what that is either. I have the wire transfer confirmation pages I can attach, along with documentation of our interactions with Huntington staff upon request. Overall in regards to Huntington I have two complaints, the first being that they do not have the appropriate procedures, documentation, and training in place to deal with these errors, as evidenced by the fact that it took us calling multiple branches and locations to find someone capable of assisting us in the recall and in the asserting of an error, the second being that they are liable under Regulation E to refund the money which they are not doing. Please contact me with any questions you may have. Thank you
Company Response: Closed with monetary relief

Timely Response

2017-07-22

Ashville, OH

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: I use a company called XXXX for pay advances and they are telling me that you are not working with them to let them know the info needed to process my advance
Company Response: Closed with explanation

Timely Response

2017-07-21

Bexley, OH

Getting a line of credit

Payday loan, title loan, or personal loan: Personal line of credit

Company Response: Closed with explanation

Timely Response

2017-07-21

Columbus, OH

Problem caused by your funds being low

Checking or savings account: Checking account

Late or other fees
Company Response: Closed with monetary relief

Timely Response

2017-07-21

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-07-20

Bedford Heights, OH

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response