Consumer complaint received 2018-06-16
Company: BANK OF HAWAII CORPORATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I would like to log into my account. I have a username and a password. I do not have a phone, I have to answer the security questions. I would like my password questions reset. I do not want my password reset. I have called your XXXX number, and I have given the following information : Account number debit card number account number phone number full address mother 's maiden name full social security number Branch I opened both accounts at a recent deposit amount. 
my login id And all I can come up with is that the person on the phone won't reset the password questions for me ; claims she does not know how. 

I reported a stolen debit card and the woman told me the transactions were at a time after the card had been stolen. I told her there was about {$12.00} in transactions that occurred after the card had been stolen. 

Also. I was charged for a check-order that went through, after I opened an account online. The checks weren't billed until the XXXX of the month, but the account was opened on the XXXX of the month. I wrote to the consumer financial protection bureau, and they spoke with the bank, and the bank reversed my {$0.00} balance charges, as well as the fee for the check order. 

I don't know if it's one thing or the other, but despite fully identifying my account information ( all of it ). And being placed on needless holds, the woman on the other end of the line seems to think she is withholding my ability to log into my own account, from me, based on some sort of " Investigative Case status '' .Likewise, she keeps misstating my question which is will she reset my password questions. She keeps saying I want her to reset my password. 

So. Your company 's behavior is ridiculous and fraudulent. I simply want to log into my own account. The main reason for password questions at all, would be so that a person who enters in a password, may not try, and retry entering various passwords, until they get one password right. No person but me even knows my password, nor do they know my login id. I feel that you are discriminating against me as a customer and trying to drive me out from the bank by refusing to business with me, as a customer. I told the woman, on the phone, she is continuously lying to me, and consoling me, but lying. She does not know how to reset the questions? She can not get her supervisor on the phone? She will not allow her other phone answerer to take my call when she hears that it's my voice? 

The bank 's behavior is to absolutely refuse to do business with their customer based upon " Case status ''. I don't know about the {$12.00} lost on the stolen card, but, keeping me from logging into my account and looking at my bank statements is not going to return your {$12.00}. No one is able to enter the login id, except the account owner. 

I think what you are doing to your customer is illegal, and I will complain to the consumer financial protection bureau. 

A ) The woman knows all about how to reset the password questions. 
B ) She knows how to tell me she's going to do the thing I didn't ask for, by issuing me a temporary password. Her use of the phrase " temporary password '', when I asked for password-authorization-questions-reset, says ( little hint : ) " quit the bank ''. I think that woman should be fired for her fraudulent mistreatment of a customer in the business world, you can not do this to a customer, as a business. It is fraudulent of the bank to treat the customer this way. 
C ) When was I, living in XXXX XXXX, supposed to be able to actually access my account, when I fly back to XXXX to present myself at the bank branch in person? You have gone too far. This woman should not represent your business, or your business should be fined, charged with fraud or something. Fraudulent policies. Also. That this woman is personally handling this call and making all the same lying decisions exactly is ridiculous mishandlement of what is supposed be customers who dont know your bank personally. 
D ) When she says case sensitive what she is saying is until they catch someone trying to steal from my checking account, they will not let me log into my electronic account access. You claim as a business to offer certain goods or services as part of a business agreement and you are wrongfully, willingly, and lyingly colluding to withhold those services purposely from your own customer, while suggesting that they are being personally mistreated on purpose. Now. What was that about reversing fees for checks charged on the XXXX? And {$0.00} balance fees? I feel that the bank is personally slandering my business activity to third parties such as XXXX ; to the extent that XXXX actually sat on the chat line and continued to insult me that they know it must not be me, with both debit cards ( the two debit cards from my 2 checking accounts ) in my possession ; they would not let me order with either card, though the only card reported lost or stolen from a checking account, was not used, yet the account was permanently mislabeled suspected fraudulent activity on the account, or suspected stolen card on the account, or something. Which, I think is also misuse of the system and fraud. 

Therefore I am sending this to the consumer financial protection bureau. 

Background : I dont know if its because of anti-money-laundering laws, but the bank wants your access to your checking account tied to a cell phone which is registered via your social security number, with the government. This is approximate to the official relationship, which is that the phone must be registered with the bank account as the account-holders phone. 
I do not have a cell phone. I need to answer several authorization questions instead, such as the make of a vehicle owned by me, or a street I once lived on, etc. There are 4 or 5 questions to answer, after I enter my user id. Once those questions are answered, the password-enter box will be presented, and then I can enter my password, enabling me to log in. Im unsure why this would be a big deal at all, because I need to know my password, in order to log in. 
Also. I am uncertain whether all customers must answer password verification questions or have a 1-time code sent to their cell phone, or if just some customers must have the password sent to their cell phone or answer the verification questions. If it is only some customers who must put up with the extra layer of insult, I suggest that their system of selective authorization requirements is also fraudulent. 
The woman knows that although I have a cell phone number, I do not actually have the phone any more. Also, when I called today, the first woman pretended that she couldnt hear me, and then the second woman answered the phone. The second woman was the specialist that I had been put on hold and forced to speak with previously. I think the second woman is behaving in a conspiratorial manner and I think it might be her personally, but perhaps my account screen is marked with some sort of negative comment ; e.g., do not trust this customer. That would be based on either the consumer financial protection bureau answer of before, or, from the {$12.00} reported stolen from a card that was stolen around XX/XX/2017.

Company response to consumer: Closed with explanation