Consumer complaint received 2021-11-12
Company: BANK OF HAWAII CORPORATION
State: HI
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XXXX XXXX in the morning when I go to atm machine and access our joint savings account with my husband ( deceased XXXX XXXX ) I cant acces anymore and I tried 3 times and keep saying the same thing invalid account type so I called the Bank of Hawaii And the teller said it was closed last XXXX XXXX. I asking the teller why and how could it happened and who did closed my account the teller said she can not dispose any information about it and when I told her I want to speak with the manager she didnt gave my call to manager but she insisted to get my number so someone can call me back. I said please Im waiting today because this is my only time to have time like this coz I have a XXXX XXXX old baby who is now on his very peak of exploring and learning to walk. But unfortunately all day long I never NEVER recieved a return call from the bank. These matter is make me so much distressed on my part coz I have a lot already to deal with! My husband died XXXX XXXX... Im in a transitional stage which doing that and doing these dealing with family issues which so stressing, ongoing moving to another house, taking care my XXXX XXXX old baby ( Im the only one taking care ) and the to find out that my joint savings account was closed is really upsetting very unacceptable because its the only means to recieving my child tax credit benefit and any other forms of payment from irs are going to that account coz thats the account that its in their record. But prior to that, last XX/XX/XXXX, my stepson came to me and ask the ID of their dad he said he gon na photocopy for later use, I asked him if he had the death certificate already ( because we all agree and signed that the mortuary gon na release to him as he is working there in the company and he will distribute to each one siblings and me ) But he said not yet. When I handed him the ID he left and after a couple of minutes the other sibling texted me that he thinks the death cert already with his brother coz he called him asking for their dads bank. Then after a couple of minutes the bank called me that my stepson want to access the checking account of my husband. So I told to the bank that please freeze the account because he XXXX me and he is holding back the death cert for me. So this is his first attempt he did not succeed. Only to find out at later afternoon my stepson and my stepdaughter went to another branch to access the checking ( which is all I know they gon na touched is their dad checking ) And my stepdaughter told me that someone helped them inside that their family knew longtime already and she said the person helped them is XXXX ( I dont know if the spelling is right but thats the sounds like ) Ok fine they gon na get what they want to do with their dads checking without even notifying me first as respect as wife of their dad or whatsoever ( we are legally married XXXX yrs ) I already accepted the fact that they treated me like that and I also know the fact that they have the right too because they are his kids and kins too. BUT the thing is I found out that even our joint account was totally closed ... and this makes me soooo much sick!!! Sick of all the pain and sick of trying to take all my rights?? And when I talking to the bank they can not give me clear answer, they dont even let me talk to manager!!! No answers for all day long that I have waited and waited .... and I cant not do anything because the next day is XX/XX/XXXX holiday. I feel so distressed and helpless through these moments because I dont know whom I gon na talk to, who gon na help me to get answers why, why they let these things happen? Nobody included in our joint account only me and my husband theres no beneficiary in it because I am the one who open the account and add my husband. So please any help that I could get will appreciate so much!!! Please investigate the person who helped them to touched my joint account savings, Why? Why in the first place the bank called me when they first try access the account? And why the second time around, they went to other branch that they knew someone there long time as employee, they succeed without any hardship and without any calling me first? As a wife? And specially our joint savings account nobody called me as the first owner of the said account? Isnt it they should gon na protect our rights as owner being their client?? What or where is their standard procedure in these matter?

Company response to consumer: Closed with monetary relief