Consumer complaint received 2021-05-04
Company: BANK OF HAWAII CORPORATION
State: HI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XXXX two ( 2 ) unauthorized transactions were processed by XXXX XXXX XXXX totaling {$4000.00}. On XXXX I received an email from XXXX XXXX with a list of parts and costs. Upon the review of the email I called the merchant however they were closed. I replied with an email stating the purchases were unauthorized and that I would call the following day. On XXXX I spoke with XXXX XXXX, salesperson at XXXX XXXX to inquire about the use of my Bank of Hawaii XXXX card. She informed me that the card was not present at the purchase, however they have the person 's name who authorized the purchase. 

I informed her that the individual she mentioned was my ex-partner and that he is not on my account nor an authorized signatory. She informed me that I should call my ex to discuss the matter. After speaking with him I sent another email to Ms. XXXX informing her that she could move forward with the order and to provide me with the estimated labor costs. On XXXX XXXX XXXX called to inform me that the total cost of additional parts and labor would be about {$9600.00}. I thanked Ms. XXXX for her time and cancelled the order. I inquired about their process to reverse the charges and she informed me to provide a bank statement listing me as the sole owner of the account and a copy of the dispute with BOH. 

On XXXX I emailed/called BOH to file the dispute which I signed on XXXX at the BOH XXXX XXXX. On XXXX I receive a notice from BOH stating that they received notification that I cancelled the claim. On XXXX I spoke XXXX XXXX of the BOH dispute department that I did not cancel my dispute and if he could tell me who did. He was unable to answer that question and reassured me he would reinstate my claim. From XXXX until XXXX Ive called, emailed, messaged BOH on their mobile app, numerous times to follow up with my dispute. 

On XXXX while chatting with BOH online I discovered that my claim was denied. I immediately called XXXX XXXX and he informed me that it was Visas decision to deny my claim and that i had no other recourse available. I asked him how did they come to that conclusion and he informed me from the documents provided by XXXX XXXX. Not once did anyone from BOH call me to ask questions or ask for supporting documentation. I then requested a copy of all documents used and was informed by XXXX that they were mailed to my address on file. I informed him that as of that moment I have not received anything from BOH. I asked XXXX if he could email me their findings which he denied but offered to have them available to me at the XXXX XXXX of BOH. On XXXX, XXXX I was unsuccessful in getting those documents on my visits to the XXXX XXXX. 

On XXXX I met with XXXX, Accounts Specialist at my scheduled XXXX appointment and discussed the above. She also was unsuccessful in contacting the dispute team. She stated the shes just the messenger and couldnt provide me with direct contact info ( business telephone numbers and/or business email addresses. I asked to speak with the branch XXXX XXXX. XXXX and I discussed the events that lead us to this meeting. XXXX informed me that documents were being forwarded to her. Upon receipt of the documents XXXX provided me with a copy and I departed ( 2 ) hours later none the wiser. Upon review of those documents provided by XXXX XXXX, I informed BOH of the discrepancies and scheduled another appointment for XXXX on XXXX. Due to a conflict in my work schedule I was unable to make that appointment.

Company response to consumer: Closed with explanation