Consumer complaint received 2017-12-29
Company: HANCOCK WHITNEY BANK
State: MS
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
I opened an account with XXXX XXXX in XXXX XXXX of XXXX. When I opened the account with the branch manager XXXX XXXX, she reviewed the overdraft policy with me. In her description of the policy, she informed me that I would not be charged an overdraft if my account was overdrawn by XXXX dollars or less. In addition, I signed documents to enter into a program that would decline any transaction if the funds were not available in my account. Although the bank provided and an auto filled document to deny the enrollment to the program. I marked through the x on and initialed the change to enroll in the program. On the weekend of XXXX XXXX, XXXX, several transaction occurred on my account on different days. The transaction resulted in an overdraft on my account of {$5.00}. Due to the overdraft being over XXXX dollars, I thought I would be charged one {$36.00} fee. The bank charged {$36.00} for every transaction that took place that weekend despite the fact based on their policy my was actually only overdrawn XXXX cents. The total charges to my account was {$140.00} for XXXX cents. The bank purposely held all the transaction from that weekend the cause the overdraft on my account. All the transaction processed on XXXX. I am signed up for online banking and mail statement. I did not receive notification of the charges until XXXX/XXXX/XXXX. One of the transaction I was charged for was another financial institution completing a verification test on my account where the deposit some XXXX XXXX cents in my account and then took it out. The branch manager claims that a transaction that was made on XXXX/XXXX/XXXX to XXXX XXXX never processed on XXXX. However, I received an email from the alert on card stating the transaction processed and requesting that I verify the transaction. On XXXX/XXXX/XXXX I went to the atm and check the balance on the account. The balance according to the atm was {$48.00}. I withdrew {$40.00}. When I found out about the overdraft, I attempted to clear my account by making a deposit on XXXX/XXXX/XXXX. The refused to serve me in the drive thru line. I returned to the bank on XXXX/XXXX/XXXX to make the deposit. Another charge of {$36.00} was applied to the account by XXXX/XXXX/XXXX. I made several attempts to speak to the branch manager and the banks customer service line. I spoke to customer service on XXXX/XXXX/XXXX. Customer service explained the charges. She stated that the bank has the right to charge a {$36.00} for every transaction because that do n't process transactions on the weekend and account was overdrawn by on over {$5.00}. I informed her that this is not the information that I was told when I opened the account. She said they probably explained it wrong and informed me that this happens often. She agreed to waive one fee and informed me that I would have to speak to the branch manager for anything else. I went to bank on XXXX to speak to the branch manager. She was not there. I spoke to another rep. She listened to issue, offered no assistance, and advised me to return on XXXX to speak to the branch manager. I returned on XXXX, I waited an hour to speak to the branch manager. I received no assistance. I returned on XXXX, I waited for XXXX minutes. I was then able to speak to the branch manager, XXXX XXXX. She agreed to waive one fee. I discussed her misleading me with how the account actual worked. She denied it and stated I should keep better records. I showed he the record of the atm receipt showing the balance on my account. I showed her that email for the payment to XXXX XXXX processing. Apparently, none of the records provided by the bank were correct. I informed of the teller refusal to serve me on XXXX, she stated that she would review the tape and call me back that day. She did not call me back. At XXXX XXXX, I called her and left message on her voicemail. She did not return the call on XXXX, XXXX, or XXXX. I called her back on XXXX and XXXX. I left message with other reps both times. I returned to bank on XXXX and left a message in person. I called customer service back on XXXX after reviewing the original documents I signed when opening account. I reviewed the form I signed stating that if the money was not in my account to decline the transaction. I informed customer service of this. They stated that my account was never enrolled in the program. They enrolled me into the program that day. XXXX finally returned my call on XXXX. She never reviewed the tape. She refused to waive an other fees because it would require her to make notes on the account and do additional work. I questioned her about the program she never signed me up for. She insisted that it would n't have worked either and denied that she never set me up on the program. The next day I closed the account.

Company response to consumer: Closed with explanation