Consumer complaint received 2022-12-07
Company: HANCOCK WHITNEY BANK
State: KY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Im a victim of bank fraud that led to a XXXX missed payment being posted on my credit report causing my score to drop more than XXXX. On XX/XX/XXXX at XXXX XXXX  I received an incoming call from Hancock Whitney Bank from the number ( XXXX ) XXXX. The customer representative informed me that the debit card linked to my bank account had been used at a location several states away and looked suspicious. We confirmed that it wasnt me who used or authorized the use of the card and that someone had stolen my card information and was fraudulently using it. I was informed by the representative that a new card would be sent out within XXXX ( XXXX ) business days. My card was cancelled and a replacement card was sent out on XX/XX/XXXX. 
The new card arrived and I proceeded to change the automatic bill payments that I had linked to my account before the theft by fraud occurred. XXXX of my accounts that I had linked to the stolen debit card had a monthly payment to XXXX XXXX of {$6.00} coming out of it every month between the XXXX. The XX/XX/XXXX payment was declined due to the fact the bank had cancelled the card due to fraud. I had other payment accounts linked to the bank but the payment didnt automatically go to the second payment method and I was hit with a XXXX missed payment late fee in XXXX and a credit monitoring app alerted me that my score had dropped XXXX + points because of a XXXX missed late charge. It was the XX/XX/XXXX {$6.00} monthly fee to XXXX XXXX that was missed due to the XX/XX/XXXX theft cancellation. ( The auto-payment set up for the monthly payment came from the stolen debit card ) I called XXXX XXXX and informed them that my card had been stolen before the due date and requested that they take the XXXX missed payment off my credit report. They told me to get the information from Hancock Whitney Bank and send it to them and the Credit Bureaus so they could assist me. 
This is where the major problems begin. I contacted Hancock Whitney Bank on XX/XX/XXXX at XXXX at their XXXX number. I was on the phone for XXXX ( XXXX ) minutes explaining to them that I need the information regarding the fraud on my account so I could submit it to the credit bureaus and my cc company. The Hancock bank XXXX representative told me to call the local bank because they were not able to help me. The next day, on the XXXX of XXXX at XXXX I called the local branch at XXXX. During the XXXX ( XXXX ) minute conversation they informed me that a local branch would not be able to help me and instructed me to call the XXXX number for assistance. I did so. I called the XXXX helpline again at XXXX on XX/XX/XXXX to beg for assistance. I was on the line for XXXX minutes. The help line representative told me that they could not assist me and connected me to another local branch at XXXX. I spoke with the XXXX local bank representative and informed her of the information I needed sent to me in order to correct my situation. She told me to come to the bank in order to get the information. I informed her that I lived more than XXXX hours away from the bank and that it would be impossible to travel more than XXXX hours just to pick up the information. She connected me to the XXXX XXXX. I explained the situation to the XXXX XXXX again. He told me he would see what he could do and call me back with a solution. That was on XX/XX/XXXX. I did not hear back from him. I called again XXXX ( XXXX ) days later on XX/XX/XXXX at XXXX at the XXXX. He wasnt available. He called me back at XXXX on XX/XX/XXXX. I explained the situation again and reminded him that he was suppose to call me back days ago with a solution. He told me that he would need to talk to another XXXX to see what he could do for me and that he would call me back. He never did. XXXX ( XXXX ) days later and I still havent heard anything from anybody at the bank so XXXX writing you for assistance. I need information about the cc fraud and the cancellation of the card due to it so I can prove that it was the cause of the missed payment so that my credit can be corrected.

Company response to consumer: Closed with non-monetary relief