Consumer complaint received 2017-11-17
Company: HANCOCK WHITNEY BANK
State: LA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting, activating, or registering a card

Complaint:
On XX/XX/XXXX, at about XXXX XXXX. I went into the XXXX/Whitney Bank located at XXXX XXXX XXXX XXXX to request a new debit card with my married name applied to it because I still have the debit card with just my maiden name on it. I was serviced by XXXX XXXX who 's also a Customer Service Manager. I explained to her I needed an updated card. She asked for my license, bank account number, XXXX XXXX printed paperwork from the transaction and I signed the documents. She stated for me to wait seven to ten business days and I should receive my card in the mail. On XX/XX/XXXX, I went into the XXXX XXXX to inform XXXX XXXX I have n't received my card. She went into the computer system after verifying my account information and stated my new debit card was ordered and I should have received it. She asked did I receive my pin #? I replied with yes. It 's the pin I have to my present debit card. She asked me to give it some more time because it had n't been seven to ten business days. She also told me to call her, I do n't have to come in and reached her business card to me. On XX/XX/XXXX I received a call from my husband stating he was having a problem with his debit card, could n't get any money off his card, he did n't have any money and needed to get gas for his car. He stopped at the Whitney bank on XXXX XXXX because this is our regular bank. I immediately rushed to meet my husband because he had a XXXX XXXX engagement to attend. When I finally got to the bank at about 13 minutes before closing, he explained the teller says to him your card locked up because of an unknown transaction. She canceled his card and he was issued a temporary debit card. And has to wait three to five business days. While I was inside the bank I saw XXXX XXXX and walked over and greeted her. I explained I still have n't received my card. She really did n't know who I were. She asked for my account number. She look inside my checking account. She then asked me about a {$10.00} transaction in my account. There was n't anything wrong with the transaction. She did n't get any alert. She was violating my rights asking about my transaction. It was a small donation I make to a non profit every month. I felt she was extremely rude, unprofessional, and noisy. I 'm asking her about the debit card I never received. She then says to me your entire name ca n't fit on the card. I was totally Shocked. I asked her to please elaborate? She said all of your name wo n't fit onto the debit card because a few letters were missing from my last name. I pulled out my social security card with my entire name spelled on it and said to her this is what it should look like. I pulled out several other cards with my entire name spelled correctly on them and she took a close look. And her statement was your entire name wo n't fit on the card with a smirk on her face. She ordered another card so she told me. So now I 'm waiting for a card That was suppose to have been ordered since XX/XX/XXXX, and another debit card that was ordered on XX/XX/XXXX. My husband is also waiting on another debit card because his card was cancelled. Me and my husband are going to do business elsewhere. Because this is very unprofessional, and a waste of time. I think XXXX XXXX should understand the real meaning of Integrity and stand behind XXXX XXXX mission. No documents were issued to me. I signed documents and they were taken away by XXXX XXXX XXXX.

Company response to consumer: Closed with non-monetary relief