Thank you for contacting The Huntington National Bank (“Huntington”). We are writing in response to the complaint you forwarded to us regarding [redacted] which we received on June 17, 2017 for review. Please accept this correspondence as our confirmation that we have completed a...
thorough review of this matter and have contacted name [redacted] in order to provide our response. If you have any questions, or need further assistance, you’re welcome to contact us at your first convenience. Sincerely, The Customer Advocacy Team Huntington National Bank
Dear Revdex.com: Thank you for contacting The Huntington National Bank (“Huntington”). We are writing in response to the complaint you forwarded to us regarding [redacted], which we received on November 4, 2016 for review. Please accept this correspondence as our...
confirmation that we have completed a thorough review of this matter and have contacted our customer directly in order to provide our response. If you have any questions, or need further assistance, you’re welcome to contact us at your first convenience. Sincerely, The Customer Advocacy Team Huntington National Bank
the dispute was not resolved. The communication between the business & myself was not satisfactory. The problem was not fixed & no further attempts were made to assist us.
Regards, [redacted]
Thank you for contacting The Huntington National Bank (“Huntington”). We are writing in response to the complaint you forwarded to us regarding [redacted], which we received on April 4, 2017, for review.
Please accept this correspondence as our confirmation that we have completed a...
thorough review of this matter and have contacted [redacted] directly in order to provide our response.
If you have any questions, or need further assistance, you’re welcome to contact us at your first convenience.
Sincerely,
The Customer Advocacy Team
Huntington National Bank
Dear Mr. [redacted]
We are writing in response to your contact with the Revdex.com (“Revdex.com”) regarding your mortgage experience with The Huntington National Bank (“Huntington”). We received this matter for review on October 15, 2015.
Please accept our sincere apologies for any...
inconvenience or misunderstanding which may have occurred as a result of the described matter. Please know that we have completed a thorough review of this matter.
According to our records, we were able to confirm that there were multiple delays during the process that were related to the loan approval conditions of the investor, Fannie Mae. The delays were related to issues with the property and the purchase contract addendum which you and Mrs. [redacted] had signed. Please understand, these matters were beyond Huntington’s control.
The mold inspection to which you referred was required by the investor after a third party appraiser reported finding a mold remover can in the middle of the basement floor. This discovery required a mold inspection and possible mold remediation before the loan could proceed.
The Customer Advocacy Specialist and the Mortgage Loan Officer explained to Mrs. [redacted] that that the investor would obtain an inspection and that the mold inspection which she had obtained was not sufficient for the investor to proceed. It was further explained that the mold inspection was for your protection and that the seller would be responsible for any related remediation expense.
Our research showed that once the mold issue was resolved, the investor discovered that you had signed an addendum to the purchase contract stating that the driveway was unsafe. Since this addendum was included, the investor required that the seller resurface the driveway or pay for it to be done before the loan could be closed. The file was on hold and the rate lock expired as you and the seller discussed the requirements to repair the driveway.
According to our records, you chose to stop the loan process and opted to use your line of credit to complete the purchase.
Mr. [redacted], if you are interested in obtaining a new loan, we are happy to accept your application; however we are unable to provide a new loan without completing the application process. Please understand, the terms and conditions of a loan are determined based on various factors that are reviewed during the application process. Although we regret any inconvenience you may have experienced during the loan process, we are unable to waive costs associated with other loan products should you decide to apply.
We very much appreciate your business and the opportunity to address your concerns. If you have any additional questions or concerns, you’re welcome to contact me at ###-###-#### or ###-###-####, extension [redacted]
Sincerely,
Beth C[redacted]
Dear Mr. [redacted]:
I’m writing in response to your complaint filed with the Revdex.com regarding your Huntington installment loan account number ending in [redacted]. We have attempted to reach you by telephone regarding this matter, but have been unsuccessful.
Please know that we have...
completed a thorough review of this matter. Through our research, we were able to confirm the following information:
December 22, 2015:
At 12:10 pm, you contacted our Phone Bank Customer Service and selected to make a $298.33 Speed Payment to your installment loan through our Interactive Voice Response (“IVR”) system. During this telephone call you provided the following:
• Amount that you wanted to pay.
• The routing number for Fifth Third Bank.
• The account number to debit.
Our IVR repeated the information that you entered back and asked you to confirm that the information was correct. You authorized the transaction and Huntington provided a confirmation number of [redacted]
December 24, 2015:
Huntington was notified by Fifth Third Bank that the account number that you provided to us to debit was incorrect. We reversed the $298.33 payment from the installment loan and a $25.00 Non-Sufficient Fee was assessed to your loan.
January 4, 2016:
Huntington sent a late fee notice to that address that we have on file for you ([redacted], Louisville KY 40299-1281). We have enclosed a copy of this late fee notice for your review.
January 11, 2016:
At 10:02 am, you contacted our Phone Bank Customer Service and selected to make a $298.33 Speed Payment to your installment loan through our Interactive Voice Response (“IVR”) system. Our IVR repeated the information that you entered back and asked you to confirm that the information was correct. You authorized the transaction and Huntington provided a confirmation number of [redacted].
January 13, 2016:
Huntington was notified by Fifth Third Bank that the account number that you provided to us to debit was incorrect. We reversed the $298.33 payment from the installment loan and a $25.00 Non-Sufficient Fee was assessed to your loan.
January 26, 2016:
• At 10:24 am, you contacted our Phone Bank Customer Service and selected to make a $298.33 Speed Payment to your installment loan through our Interactive Voice Response (“IVR”) system. Our IVR repeated the information that you entered back and asked you to confirm that the information was correct. You authorized the transaction and Huntington provided a confirmation number of [redacted].
Please note that since a payment was not made in December 2015, this payment was applied to the December 22, 2015 owed payment.
• At 10:43am, you selected to speak to a Phone Bank Customer Service representative. During this telephone conversation we explained that your last two Speed Payments were returned unpaid because an incorrect account number was entered. At this time you requested to speak to a Phone Bank supervisor.
• Our records show that you were transferred to Donavan a Phone Bank Supervisor. Donovan confirmed that the December 22, 2015 and January 11, 2016 Speed Payment transactions in the amount of $298.33 were returned due to an incorrect account number. Donavan then assisted you with completing a $298.33 Speed Payment for your January 22, 2016 owed payment and refunded one $25.00 Non-Sufficient Fee as a courtesy.
After reviewing the December 22, 2015 and January 11, 2016 Speed Payment transactions we have found that the account number that you provided us for the payments, was different than the account number you provided to us on January 26, 2016.
December 22, 2015 & January 11, 2016 IVR Speed Payments:
Account provided was XX7XXXXXXX.
January 26, 2016 IVR Speed Payment & Phone Bank Customer Service initiated Speed Payment:
Account provided was XX4XXXXXXX.
Mr. [redacted], we have reversed one of the two $298.33 payments that you made on January 26, 2016 and backdated it to January 11, 2016 as a courtesy. This account adjustment has removed the 30 day delinquency from your Huntington installment loan. Since no Huntington error was found, no further adjustments or refunds will be offered unless there was a bank error.
If I may be of further assistance to you, please feel free to contact me directly at ###-###-#### or toll free at ###-###-#### (ask for extension [redacted]). We appreciate your business and the opportunity to respond to your concerns.
Sincerely,
Bob A[redacted] Customer Advocacy Team
Huntington.com
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
March 31, 2017 Revdex.com 1169 Dublin Rd Columbus, OH 43215 Re: Revdex.com Case #: 12037202 Huntington Case #: 00333817 Dear Revdex.com/: [redacted] Thank you for contacting The Huntington National Bank (“Huntington”). We are writing in response to the complaint you forwarded to us regarding [redacted], which we received on March 24, 2017 for review. Please accept this correspondence as our confirmation that we have completed a thorough review of this matter and have contacted [redacted] directly in order to provide our response. If you have any questions, or need further assistance, you’re welcome to contact us at your first convenience. Sincerely, The Customer Advocacy Team Huntington National Bank Tell us why here...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
I’m writing in response to your complaint filed with the Revdex.com regarding your Huntington checking account number ending in [redacted]. Huntington received this for review on January 6, 2016. We have attempted to reach you by phone regarding this matter, but have been unsuccessful....
Because we appreciate your business and we realize you feel that 24-Hour Grace® was not clearly explained to you, on January 11, 2016 we refunded a $37.50 Overdraft fee and a $25.00 Extended overdraft fee as a customer courtesy. Huntington has now refunded $100.00 in overdraft fees as a courtesy since September 21, 2015. No further courtesy refunds will be offered on this account.
Please note the following regarding our 24-Hour Grace® product:
• Huntington advertises that when your account is overdrawn, 24-Hour Grace® gives you more time to make a deposit to bring your account positive and avoid Overdraft Fees.
• 24-Hour Grace® applies when Huntington pays a transaction from your account even though you don’t have enough money (your account becomes overdrawn). 24-Hour Grace® gives you time to act—it doesn’t act for you. Note: 24-Hour Grace® does not apply if we decide to return the transaction.
• Our 24-Hour Grace® product is a brand name, not a length of time. If we pay an item for you that overdrafts your account we give you until 11:59 p.m. on the following business day to make a deposit.
o If you are overdrawn on a Friday, our 24 Hour Grace® service gives you until 11:59 p.m. on Monday to make a deposit. This is more than 24 hours to correct the overdraft.
• The deposit made on the following business day must be enough to cover the overdraft amount, plus any current amounts that must be paid. You need to deposit enough to bring your account balance to at least (-$4.99). Of course, if you can get your balance out of the negative, please do. But we give you a $4.99 cushion in case you can’t quite make it all the way.
Example:
If the account is overdrawn by $101.52 and a transaction for $14.56 will post to your account on the same day, a $111.09 deposit must be made by the cut-off time.
• Please visit our website at https://www.huntington.com/grace/ that will provide more information about 24-Hour Grace® and examples of transaction scenarios.
Below, I have provided a breakdown of your account activity for your records. This is meant to provide clarity of what happened on your account and show you why the fees were charged. For your convenience, the activity shown provides you a starting balance and an ending balance for the day along with each transaction and how it affected your balance.
Your account activity on December 31, 2015 shows a beginning balance of $0.47.
Beginning balance Transaction Presented Sufficient Funds Item Paid/Account Overdrawn or Item Returned Unpaid Ending Balance
$0.47 JPMorgan/Chase Payroll Credit $50.00 Credit / Deposit $50.47
$50.47 Paypal Inst Xfer 15123EricFrueh $43.99 Yes Item Paid $6.48
$6.48 Paypal Inst Xfer 151230Olivagreg $108.00 NO Item Paid/Account Overdrawn -$101.52
At the close of Thursday December 31st’s business day, Huntington paid an item for you when you did not have the available funds. In order for the 24 Hour Grace® service to waive the pending overdraft fee from December 31st, you would have needed to make a deposit of at least $96.53 ($101.52 - $4.99 = $96.53) by 11:59 pm on the next business day (Monday January 4, 2016) and your account would need to remain positive that day.
Your account activity on January 4, 2016 shows a beginning balance of -$101.52.
Beginning balance Transaction Presented Sufficient Funds Item Paid/Account Overdrawn or Item Returned Unpaid Ending Balance
-$101.52 Mobile Check Deposit $102.00 Credit / Deposit $0.48
$0.48 Paypal Inst Xfer 160102Wackybutton $14.56 NO Item Paid/Account Overdrawn -$14.08
-$14.08 12/31/2015 Overdraft Fee $37.50 Overdraft Fee -$51.58
-$51.58 Extended Overdraft Fee $25.00 Overdraft Fee -$76.58
Since a $14.56 item was presented for payment on this account, the amount that you needed to deposit was $111.09 ($96.53 + $14.56 = $111.09). Since your deposit was only $102.00, the pending $37.50 pending overdraft fee from the $108.00 December 31, 2015 transaction was assessed to your account. At the end of this business day, after the $37.50 Overdraft fee and a $25.00 Extended overdraft fee was charged, your account balance was -$76.58.
At the close of January 4th’s, 2016 business day, Huntington paid an item for you when you did not have the available funds. In order for the 24 Hour Grace® service to waive the pending overdraft fee from January 4th, you would have needed to make a deposit of at least $71.59 ($76.58 - $4.99= $71.59) on January 5, 2016 by 11:59pm.
Your account activity on January 5, 2015 shows a beginning balance of -$76.58.
Beginning balance Transaction Presented Sufficient Funds Item Paid/Account Overdrawn or Item Returned Unpaid Ending Balance
-$76.58 Mobile Check Deposit $9.00 Credit / Deposit -$67.58
-$67.58 Mobile Check Deposit $7.58 Credit / Deposit -$60.00
As shown above, on January 5, 2016, this account only received a deposit of $16.58. The $37.50 Overdraft Fee from January 4, 2016 was assessed.
When you opened this account on January 17, 2014, Huntington provided you a copy of the “Asterisk Free checking account Personal Account Charges Form” and “Huntington Consumer Deposit Account Agreement”, please note the following:
Asterisk Free checking account Personal Account Charges Form:
On page two, under Overdraft and Returned Fees, it states that an extended overdraft fee of $25.00 will be charged if your account is overdrawn five or more consecutive calendar days. Since your account was negative for five days (December 31, 2015 through January 5, 2016), a $25.00 extended overdraft fee was assessed. We have enclosed a copy of this form for your review.
Huntington Consumer Deposit Account Agreement:
On page 28, explains our Funds Availability Policy. Please note that Huntington does not process transactions on non-business days (a non-business day is a Saturday, Sunday and Federal holidays). We have enclosed a copy of Huntington’s Consumer Deposit Account Agreement for your review.
Please remember that keeping an accurate check register is the best way to avoid overdraft fees. While our Voice Response Unit, Online Banking and Mobile Banking are helpful tools, customers are ultimately responsible for being aware of their current account balances and items outstanding.
Huntington has e-mail and text alerts that can give you more immediate information about your accounts, including balances. If you’re interested in our e-mail and text alerts, you can sign up for these on Huntington.com or through our Phone Bank at ###-###-####.
We sincerely regret any confusion regarding our 24 Hour Grace® service. If you have additional questions, please feel free to contact me directly at ###-###-#### or Toll Free at ###-###-#### (ask for extension [redacted]). We appreciate your business and the opportunity to address your concerns.
Sincerely,
Bob A[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.
Regards,
[redacted]
Thank you for contacting The Huntington National Bank (“Huntington”). We are writing in response tothe complaint you forwarded to us regarding [redacted], which we received on November 30, 2016for review.Please accept this correspondence as our confirmation that we have completed a thorough review...
of thismatter and have contacted [redacted] directly in order to provide our response.If you have any questions, or need further assistance, you’re welcome to contact us at your firstconvenience.Sincerely,The Customer Advocacy TeamHuntington National Bank
Thank you for contacting The Huntington National Bank (“Huntington”). We are writing in response to the complaint you forwarded to us regarding Richard Hammond, which we received on March 28, 2017, for review.
Please accept this correspondence as our confirmation that we have completed a...
thorough review of this matter and have contacted [redacted] directly in order to provide our response.
If you have any questions, or need further assistance, you’re welcome to contact us at your first convenience.
Sincerely,
The Customer Advocacy Team
Huntington National Bank
Dear [redacted]
The Huntington National Bank (“Huntington”) is in receipt of complaint filed with the Revdex.com (“Revdex.com”) regarding your checking account ending in [redacted]. Huntington received this matter for review on May 26, 2016.
After a careful review of this matter we confirmed...
that you visited our banking office on April 14, 2016, and completed a withdrawal for $100.00 from your checking account. During our nightly processing your withdrawal slip was misplaced and the withdrawal for $100.00 did not post to your account. Huntington became aware of this situation on May 18, 2016, and at that time we debited $100.00 from your checking account bringing your balance to -$75.19. Your overdraft protection then transferred $40.00 from your savings account ending in [redacted] to your checking account ending in [redacted] which brought your to -$35.19 at the end of the day on May 18, 2016.
As a result of the $100.00 withdrawal posting on May 18, 2016, your balance became negative and resulted in your account being assessed an overdraft fee of $23.00 on May 19, 2016. As the balance in the account remained negative, you were assessed two (2) additional $25.00 extended overdraft fees on May 23, 2016 and May 31, 2016.
As a courtesy, we refunded the overdraft fee and both extended overdraft fees, for a total refund of $73.00, on June 1, 2016. Please note that this waiver brought your balance to -$35.19, and you are responsible for curing the remaining balance on your account.
Keeping an accurate check register is the best way to track your account balance and will help you avoid overdraft fees when balance disputes may arise. Customers are ultimately responsible for being aware of their current account balances and outstanding items.
Please accept our sincere apology for any inconveniences you may have experienced. If I can assist you in the future, you’re welcome to contact me at ###-###-#### or toll free at ###-###-####, extension [redacted] Sincerely,
Josh B[redacted]
Thank you for contacting The Huntington National Bank (“Huntington”). We are writing in response to the complaint you forwarded to us regarding Jason Kerr, which we received on March 2, 2017 for review. Please accept this correspondence as our confirmation that we have completed a...
thorough review of this matter and have contacted Jason Kerr directly in order to provide our response. If you have any questions, or need further assistance, you’re welcome to contact us at your first convenience.Sincerely,The Customer Advocacy TeamHuntington National Bank
Dear [redacted]:
I’m writing in response to your rejection filed with the Revdex.com (“Revdex.com”) regarding your checking and savings accounts held with Huntington National Bank (“Huntington”). I have attempted to contact you by phone on multiple occasions, but have been unsuccessful in reaching you.
In your complaint, you state that you wish to close your accounts as you no longer live in the area. However, according to the Revdex.com complaint filed by you and according to our records your address reflects that you still live within the area of a Huntington branch location. At this time, your account has not received any daily fees as stated in your complaint. However, your account has been in a holding status because there has been no activity on the account for at least 6 months.
Please understand that additional documentation is needed in order to proceed with removing the dormant hold on your account. In order to remove this status off of your account, please provide Huntington with a copy of your valid photo ID, and a copy of a utility bill with your updated address. After the status has been removed from your account, you are welcome to log into your online banking and complete a transfer to your new banking institution. Once the account balance has been brought to zero, please provide me with an email including a notarized letter with your signature requesting that you wish to close the account, and I will process the closure accordingly.
I sincerely apologize for any inconvenience this matter may have caused you. Providing you with an excellent Huntington experience is our goal. During the attempts to contact you by phone, I left multiple voicemails that provided you my contact information, requesting that you contact us as soon as possible to discuss your complaint in detail. At this time, we are unable to proceed further with your complaint, but we would still like to assist you with your requests.
If you would like to discuss these matters with us in detail, please contact me at your convenience. I can be reached directly by phone at ###-###-#### or toll free at ###-###-####, extension [redacted], and I’ll be happy to assist you.
Sincerely,
Adrianne P[redacted] Customer Advocacy Team
Huntington.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 12023068, and find the resolution is satisfactory to me.
Regards,
[redacted]
Dear Mr. [redacted]I'm writing in response to your concerns addressed with the Revdex.com ("Revdex.com") datedFebruary 3, 201, regarding your accounts held with Huntington National Bank ("Huntington").Huntington received this complaint for review on February 3. 2016.Per our...
Agreement and Disclosure of Account Terms and Rules and Regulations we exercised our right to close your Huntington accounts. Your accounts were closed on February 3. 2016 with a balance of $46.40 in your checking account and a zero balance in your savings account. Enclosed. please find a check in the amount of $46 40, which re presents your closing balance.Mr. [redacted]. I do apologize for any inconvenience this matter may have caused you and for any delays in closing your accounts. If you have questions. you're welcome to call me directly at 614-33 1-9318 or ###-###-#### extension [redacted]SincerelySue R[redacted]
Thank you for contacting The Huntington National Bank (“Huntington”). We are writing in response to the complaint you forwarded to us regarding [redacted] which we received on June 17, 2017 for review. Please accept this correspondence as our confirmation that we have completed a...
thorough review of this matter and have contacted name [redacted] in order to provide our response. If you have any questions, or need further assistance, you’re welcome to contact us at your first convenience. Sincerely, The Customer Advocacy Team Huntington National Bank
Dear Revdex.com: Thank you for contacting The Huntington National Bank (“Huntington”). We are writing in response to the complaint you forwarded to us regarding [redacted], which we received on November 4, 2016 for review. Please accept this correspondence as our...
confirmation that we have completed a thorough review of this matter and have contacted our customer directly in order to provide our response. If you have any questions, or need further assistance, you’re welcome to contact us at your first convenience. Sincerely, The Customer Advocacy Team Huntington National Bank
the dispute was not resolved. The communication between the business & myself was not satisfactory. The problem was not fixed & no further attempts were made to assist us.
Regards, [redacted]
Thank you for contacting The Huntington National Bank (“Huntington”). We are writing in response to the complaint you forwarded to us regarding [redacted], which we received on April 4, 2017, for review.
Please accept this correspondence as our confirmation that we have completed a...
thorough review of this matter and have contacted [redacted] directly in order to provide our response.
If you have any questions, or need further assistance, you’re welcome to contact us at your first convenience.
Sincerely,
The Customer Advocacy Team
Huntington National Bank
Huntington Bank has satisfactorily resolved my complaint as of today, December 4, 2015. I withdraw my complaint. Thank you,
Dear Mr. [redacted]
We are writing in response to your contact with the Revdex.com (“Revdex.com”) regarding your mortgage experience with The Huntington National Bank (“Huntington”). We received this matter for review on October 15, 2015.
Please accept our sincere apologies for any...
inconvenience or misunderstanding which may have occurred as a result of the described matter. Please know that we have completed a thorough review of this matter.
According to our records, we were able to confirm that there were multiple delays during the process that were related to the loan approval conditions of the investor, Fannie Mae. The delays were related to issues with the property and the purchase contract addendum which you and Mrs. [redacted] had signed. Please understand, these matters were beyond Huntington’s control.
The mold inspection to which you referred was required by the investor after a third party appraiser reported finding a mold remover can in the middle of the basement floor. This discovery required a mold inspection and possible mold remediation before the loan could proceed.
The Customer Advocacy Specialist and the Mortgage Loan Officer explained to Mrs. [redacted] that that the investor would obtain an inspection and that the mold inspection which she had obtained was not sufficient for the investor to proceed. It was further explained that the mold inspection was for your protection and that the seller would be responsible for any related remediation expense.
Our research showed that once the mold issue was resolved, the investor discovered that you had signed an addendum to the purchase contract stating that the driveway was unsafe. Since this addendum was included, the investor required that the seller resurface the driveway or pay for it to be done before the loan could be closed. The file was on hold and the rate lock expired as you and the seller discussed the requirements to repair the driveway.
According to our records, you chose to stop the loan process and opted to use your line of credit to complete the purchase.
Mr. [redacted], if you are interested in obtaining a new loan, we are happy to accept your application; however we are unable to provide a new loan without completing the application process. Please understand, the terms and conditions of a loan are determined based on various factors that are reviewed during the application process. Although we regret any inconvenience you may have experienced during the loan process, we are unable to waive costs associated with other loan products should you decide to apply.
We very much appreciate your business and the opportunity to address your concerns. If you have any additional questions or concerns, you’re welcome to contact me at ###-###-#### or ###-###-####, extension [redacted]
Sincerely,
Beth C[redacted]
Dear Mr. [redacted]:
I’m writing in response to your complaint filed with the Revdex.com regarding your Huntington installment loan account number ending in [redacted]. We have attempted to reach you by telephone regarding this matter, but have been unsuccessful.
Please know that we have...
completed a thorough review of this matter. Through our research, we were able to confirm the following information:
December 22, 2015:
At 12:10 pm, you contacted our Phone Bank Customer Service and selected to make a $298.33 Speed Payment to your installment loan through our Interactive Voice Response (“IVR”) system. During this telephone call you provided the following:
• Amount that you wanted to pay.
• The routing number for Fifth Third Bank.
• The account number to debit.
Our IVR repeated the information that you entered back and asked you to confirm that the information was correct. You authorized the transaction and Huntington provided a confirmation number of [redacted]
December 24, 2015:
Huntington was notified by Fifth Third Bank that the account number that you provided to us to debit was incorrect. We reversed the $298.33 payment from the installment loan and a $25.00 Non-Sufficient Fee was assessed to your loan.
January 4, 2016:
Huntington sent a late fee notice to that address that we have on file for you ([redacted], Louisville KY 40299-1281). We have enclosed a copy of this late fee notice for your review.
January 11, 2016:
At 10:02 am, you contacted our Phone Bank Customer Service and selected to make a $298.33 Speed Payment to your installment loan through our Interactive Voice Response (“IVR”) system. Our IVR repeated the information that you entered back and asked you to confirm that the information was correct. You authorized the transaction and Huntington provided a confirmation number of [redacted].
January 13, 2016:
Huntington was notified by Fifth Third Bank that the account number that you provided to us to debit was incorrect. We reversed the $298.33 payment from the installment loan and a $25.00 Non-Sufficient Fee was assessed to your loan.
January 26, 2016:
• At 10:24 am, you contacted our Phone Bank Customer Service and selected to make a $298.33 Speed Payment to your installment loan through our Interactive Voice Response (“IVR”) system. Our IVR repeated the information that you entered back and asked you to confirm that the information was correct. You authorized the transaction and Huntington provided a confirmation number of [redacted].
Please note that since a payment was not made in December 2015, this payment was applied to the December 22, 2015 owed payment.
• At 10:43am, you selected to speak to a Phone Bank Customer Service representative. During this telephone conversation we explained that your last two Speed Payments were returned unpaid because an incorrect account number was entered. At this time you requested to speak to a Phone Bank supervisor.
• Our records show that you were transferred to Donavan a Phone Bank Supervisor. Donovan confirmed that the December 22, 2015 and January 11, 2016 Speed Payment transactions in the amount of $298.33 were returned due to an incorrect account number. Donavan then assisted you with completing a $298.33 Speed Payment for your January 22, 2016 owed payment and refunded one $25.00 Non-Sufficient Fee as a courtesy.
After reviewing the December 22, 2015 and January 11, 2016 Speed Payment transactions we have found that the account number that you provided us for the payments, was different than the account number you provided to us on January 26, 2016.
December 22, 2015 & January 11, 2016 IVR Speed Payments:
Account provided was XX7XXXXXXX.
January 26, 2016 IVR Speed Payment & Phone Bank Customer Service initiated Speed Payment:
Account provided was XX4XXXXXXX.
Mr. [redacted], we have reversed one of the two $298.33 payments that you made on January 26, 2016 and backdated it to January 11, 2016 as a courtesy. This account adjustment has removed the 30 day delinquency from your Huntington installment loan. Since no Huntington error was found, no further adjustments or refunds will be offered unless there was a bank error.
If I may be of further assistance to you, please feel free to contact me directly at ###-###-#### or toll free at ###-###-#### (ask for extension [redacted]). We appreciate your business and the opportunity to respond to your concerns.
Sincerely,
Bob A[redacted] Customer Advocacy Team
Huntington.com
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
March 31, 2017 Revdex.com 1169 Dublin Rd Columbus, OH 43215 Re: Revdex.com Case #: 12037202 Huntington Case #: 00333817 Dear Revdex.com/: [redacted] Thank you for contacting The Huntington National Bank (“Huntington”). We are writing in response to the complaint you forwarded to us regarding [redacted], which we received on March 24, 2017 for review. Please accept this correspondence as our confirmation that we have completed a thorough review of this matter and have contacted [redacted] directly in order to provide our response. If you have any questions, or need further assistance, you’re welcome to contact us at your first convenience. Sincerely, The Customer Advocacy Team Huntington National Bank Tell us why here...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]
I’m writing in response to your complaint filed with the Revdex.com regarding your Huntington checking account number ending in [redacted]. Huntington received this for review on January 6, 2016. We have attempted to reach you by phone regarding this matter, but have been unsuccessful....
Because we appreciate your business and we realize you feel that 24-Hour Grace® was not clearly explained to you, on January 11, 2016 we refunded a $37.50 Overdraft fee and a $25.00 Extended overdraft fee as a customer courtesy. Huntington has now refunded $100.00 in overdraft fees as a courtesy since September 21, 2015. No further courtesy refunds will be offered on this account.
Please note the following regarding our 24-Hour Grace® product:
• Huntington advertises that when your account is overdrawn, 24-Hour Grace® gives you more time to make a deposit to bring your account positive and avoid Overdraft Fees.
• 24-Hour Grace® applies when Huntington pays a transaction from your account even though you don’t have enough money (your account becomes overdrawn). 24-Hour Grace® gives you time to act—it doesn’t act for you. Note: 24-Hour Grace® does not apply if we decide to return the transaction.
• Our 24-Hour Grace® product is a brand name, not a length of time. If we pay an item for you that overdrafts your account we give you until 11:59 p.m. on the following business day to make a deposit.
o If you are overdrawn on a Friday, our 24 Hour Grace® service gives you until 11:59 p.m. on Monday to make a deposit. This is more than 24 hours to correct the overdraft.
• The deposit made on the following business day must be enough to cover the overdraft amount, plus any current amounts that must be paid. You need to deposit enough to bring your account balance to at least (-$4.99). Of course, if you can get your balance out of the negative, please do. But we give you a $4.99 cushion in case you can’t quite make it all the way.
Example:
If the account is overdrawn by $101.52 and a transaction for $14.56 will post to your account on the same day, a $111.09 deposit must be made by the cut-off time.
• Please visit our website at https://www.huntington.com/grace/ that will provide more information about 24-Hour Grace® and examples of transaction scenarios.
Below, I have provided a breakdown of your account activity for your records. This is meant to provide clarity of what happened on your account and show you why the fees were charged. For your convenience, the activity shown provides you a starting balance and an ending balance for the day along with each transaction and how it affected your balance.
Your account activity on December 31, 2015 shows a beginning balance of $0.47.
Beginning balance Transaction Presented Sufficient Funds Item Paid/Account Overdrawn or Item Returned Unpaid Ending Balance
$0.47 JPMorgan/Chase Payroll Credit $50.00 Credit / Deposit $50.47
$50.47 Paypal Inst Xfer 15123EricFrueh $43.99 Yes Item Paid $6.48
$6.48 Paypal Inst Xfer 151230Olivagreg $108.00 NO Item Paid/Account Overdrawn -$101.52
At the close of Thursday December 31st’s business day, Huntington paid an item for you when you did not have the available funds. In order for the 24 Hour Grace® service to waive the pending overdraft fee from December 31st, you would have needed to make a deposit of at least $96.53 ($101.52 - $4.99 = $96.53) by 11:59 pm on the next business day (Monday January 4, 2016) and your account would need to remain positive that day.
Your account activity on January 4, 2016 shows a beginning balance of -$101.52.
Beginning balance Transaction Presented Sufficient Funds Item Paid/Account Overdrawn or Item Returned Unpaid Ending Balance
-$101.52 Mobile Check Deposit $102.00 Credit / Deposit $0.48
$0.48 Paypal Inst Xfer 160102Wackybutton $14.56 NO Item Paid/Account Overdrawn -$14.08
-$14.08 12/31/2015 Overdraft Fee $37.50 Overdraft Fee -$51.58
-$51.58 Extended Overdraft Fee $25.00 Overdraft Fee -$76.58
Since a $14.56 item was presented for payment on this account, the amount that you needed to deposit was $111.09 ($96.53 + $14.56 = $111.09). Since your deposit was only $102.00, the pending $37.50 pending overdraft fee from the $108.00 December 31, 2015 transaction was assessed to your account. At the end of this business day, after the $37.50 Overdraft fee and a $25.00 Extended overdraft fee was charged, your account balance was -$76.58.
At the close of January 4th’s, 2016 business day, Huntington paid an item for you when you did not have the available funds. In order for the 24 Hour Grace® service to waive the pending overdraft fee from January 4th, you would have needed to make a deposit of at least $71.59 ($76.58 - $4.99= $71.59) on January 5, 2016 by 11:59pm.
Your account activity on January 5, 2015 shows a beginning balance of -$76.58.
Beginning balance Transaction Presented Sufficient Funds Item Paid/Account Overdrawn or Item Returned Unpaid Ending Balance
-$76.58 Mobile Check Deposit $9.00 Credit / Deposit -$67.58
-$67.58 Mobile Check Deposit $7.58 Credit / Deposit -$60.00
As shown above, on January 5, 2016, this account only received a deposit of $16.58. The $37.50 Overdraft Fee from January 4, 2016 was assessed.
When you opened this account on January 17, 2014, Huntington provided you a copy of the “Asterisk Free checking account Personal Account Charges Form” and “Huntington Consumer Deposit Account Agreement”, please note the following:
Asterisk Free checking account Personal Account Charges Form:
On page two, under Overdraft and Returned Fees, it states that an extended overdraft fee of $25.00 will be charged if your account is overdrawn five or more consecutive calendar days. Since your account was negative for five days (December 31, 2015 through January 5, 2016), a $25.00 extended overdraft fee was assessed. We have enclosed a copy of this form for your review.
Huntington Consumer Deposit Account Agreement:
On page 28, explains our Funds Availability Policy. Please note that Huntington does not process transactions on non-business days (a non-business day is a Saturday, Sunday and Federal holidays). We have enclosed a copy of Huntington’s Consumer Deposit Account Agreement for your review.
Please remember that keeping an accurate check register is the best way to avoid overdraft fees. While our Voice Response Unit, Online Banking and Mobile Banking are helpful tools, customers are ultimately responsible for being aware of their current account balances and items outstanding.
Huntington has e-mail and text alerts that can give you more immediate information about your accounts, including balances. If you’re interested in our e-mail and text alerts, you can sign up for these on Huntington.com or through our Phone Bank at ###-###-####.
We sincerely regret any confusion regarding our 24 Hour Grace® service. If you have additional questions, please feel free to contact me directly at ###-###-#### or Toll Free at ###-###-#### (ask for extension [redacted]). We appreciate your business and the opportunity to address your concerns.
Sincerely,
Bob A[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.
Regards,
[redacted]
Thank you for contacting The Huntington National Bank (“Huntington”). We are writing in response tothe complaint you forwarded to us regarding [redacted], which we received on November 30, 2016for review.Please accept this correspondence as our confirmation that we have completed a thorough review...
of thismatter and have contacted [redacted] directly in order to provide our response.If you have any questions, or need further assistance, you’re welcome to contact us at your firstconvenience.Sincerely,The Customer Advocacy TeamHuntington National Bank
Thank you for contacting The Huntington National Bank (“Huntington”). We are writing in response to the complaint you forwarded to us regarding Richard Hammond, which we received on March 28, 2017, for review.
Please accept this correspondence as our confirmation that we have completed a...
thorough review of this matter and have contacted [redacted] directly in order to provide our response.
If you have any questions, or need further assistance, you’re welcome to contact us at your first convenience.
Sincerely,
The Customer Advocacy Team
Huntington National Bank
Dear [redacted]
The Huntington National Bank (“Huntington”) is in receipt of complaint filed with the Revdex.com (“Revdex.com”) regarding your checking account ending in [redacted]. Huntington received this matter for review on May 26, 2016.
After a careful review of this matter we confirmed...
that you visited our banking office on April 14, 2016, and completed a withdrawal for $100.00 from your checking account. During our nightly processing your withdrawal slip was misplaced and the withdrawal for $100.00 did not post to your account. Huntington became aware of this situation on May 18, 2016, and at that time we debited $100.00 from your checking account bringing your balance to -$75.19. Your overdraft protection then transferred $40.00 from your savings account ending in [redacted] to your checking account ending in [redacted] which brought your to -$35.19 at the end of the day on May 18, 2016.
As a result of the $100.00 withdrawal posting on May 18, 2016, your balance became negative and resulted in your account being assessed an overdraft fee of $23.00 on May 19, 2016. As the balance in the account remained negative, you were assessed two (2) additional $25.00 extended overdraft fees on May 23, 2016 and May 31, 2016.
As a courtesy, we refunded the overdraft fee and both extended overdraft fees, for a total refund of $73.00, on June 1, 2016. Please note that this waiver brought your balance to -$35.19, and you are responsible for curing the remaining balance on your account.
Keeping an accurate check register is the best way to track your account balance and will help you avoid overdraft fees when balance disputes may arise. Customers are ultimately responsible for being aware of their current account balances and outstanding items.
Please accept our sincere apology for any inconveniences you may have experienced. If I can assist you in the future, you’re welcome to contact me at ###-###-#### or toll free at ###-###-####, extension [redacted] Sincerely,
Josh B[redacted]
Thank you for contacting The Huntington National Bank (“Huntington”). We are writing in response to the complaint you forwarded to us regarding Jason Kerr, which we received on March 2, 2017 for review. Please accept this correspondence as our confirmation that we have completed a...
thorough review of this matter and have contacted Jason Kerr directly in order to provide our response. If you have any questions, or need further assistance, you’re welcome to contact us at your first convenience.Sincerely,The Customer Advocacy TeamHuntington National Bank
Dear [redacted]:
I’m writing in response to your rejection filed with the Revdex.com (“Revdex.com”) regarding your checking and savings accounts held with Huntington National Bank (“Huntington”). I have attempted to contact you by phone on multiple occasions, but have been unsuccessful in reaching you.
In your complaint, you state that you wish to close your accounts as you no longer live in the area. However, according to the Revdex.com complaint filed by you and according to our records your address reflects that you still live within the area of a Huntington branch location. At this time, your account has not received any daily fees as stated in your complaint. However, your account has been in a holding status because there has been no activity on the account for at least 6 months.
Please understand that additional documentation is needed in order to proceed with removing the dormant hold on your account. In order to remove this status off of your account, please provide Huntington with a copy of your valid photo ID, and a copy of a utility bill with your updated address. After the status has been removed from your account, you are welcome to log into your online banking and complete a transfer to your new banking institution. Once the account balance has been brought to zero, please provide me with an email including a notarized letter with your signature requesting that you wish to close the account, and I will process the closure accordingly.
I sincerely apologize for any inconvenience this matter may have caused you. Providing you with an excellent Huntington experience is our goal. During the attempts to contact you by phone, I left multiple voicemails that provided you my contact information, requesting that you contact us as soon as possible to discuss your complaint in detail. At this time, we are unable to proceed further with your complaint, but we would still like to assist you with your requests.
If you would like to discuss these matters with us in detail, please contact me at your convenience. I can be reached directly by phone at ###-###-#### or toll free at ###-###-####, extension [redacted], and I’ll be happy to assist you.
Sincerely,
Adrianne P[redacted] Customer Advocacy Team
Huntington.com
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 12023068, and find the resolution is satisfactory to me.
Regards,
[redacted]
Dear Mr. [redacted]I'm writing in response to your concerns addressed with the Revdex.com ("Revdex.com") datedFebruary 3, 201, regarding your accounts held with Huntington National Bank ("Huntington").Huntington received this complaint for review on February 3. 2016.Per our...
Agreement and Disclosure of Account Terms and Rules and Regulations we exercised our right to close your Huntington accounts. Your accounts were closed on February 3. 2016 with a balance of $46.40 in your checking account and a zero balance in your savings account. Enclosed. please find a check in the amount of $46 40, which re presents your closing balance.Mr. [redacted]. I do apologize for any inconvenience this matter may have caused you and for any delays in closing your accounts. If you have questions. you're welcome to call me directly at 614-33 1-9318 or ###-###-#### extension [redacted]SincerelySue R[redacted]