Consumer complaint received 2018-08-01
Company: FIRST HAWAIIAN, INC.
State: HI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
For the last few months, I have been receiving an overdraft notice from XXXX regarding insufficient funds. I overlooked it once because I was not charged an overdraft fee and was told in the past it was a glitch in the bank system. Doing the month of XX/XX/XXXX or XX/XX/XXXX I received another one and decided to call the bank because I had more than enough funds in my account to cover any payments or debits charged to my account. After talking with the XXXX customer service agent she tried to explain it to me verbally but it did not match my account. So I was told to go to one of the  branches so it could be explained to me. Upon arriving at the XXXX branch I went up to a teller to see if I could get a statement of my account to go over with the in-branch customer service agent. I was told I was told I was unable to get a statement of my account in this branch. So I decided to see if I could get one from the in-branch customer service and was denied again. So now I had no other recourse but to request a manager and got the branch manager name, XXXX. After talking with the branch manager I was still denied a copy of my bank statement. I decided to call the phone customer service for help and she explained that I had every right to a statement copy of my account and she asked me to put the branch manager on the phone. Once the branch manager got off the phone with customer service agent he only then printed out a bank statement for me. I asked him to show me where it shows my account overdrawn to receive overdraft. The branch manager could not find it or show me as my online account and his print out of my statement matched. I asked the branch manager could I have the statement he printed out and was refused. Once I got back home I decided to call the XXXX customer service department to see if I could get a copy showing how I got to the overdraft. I was told by everyone I talked to that I can have it verbally My account never ever reflected me being in overdraft. In the first week of XX/XX/2018, I got another letter from XXXX above three more overdrafts that do not reflect on my online statement. I have told and emailed XXXX  for years to please decline any charges that I do not have funds available for. Because of the problems, I have with XXXX I also go above and beyond to make sure my account is fully funded. The overdraft notice I received the first week of XX/XX/2018 I decided to ignore because I felt it was a vigorous act of stupidy for my challenges before. Today XX/XX/18 I look at my account and I notice another overdraft in my online statement and I had no other recourse but to call the bank. At XXXX XXXX I talked to a customer service agent name XXXX. Again I asked how did my account get an overdraft on it and could I have it on paper that I am willing to pay for if needed. XXXX tried to explain it verbally as I told him it does not match my online account statement. XXXX told me he is unable to get me a copy, so I asked for a supervisor. XXXX told me he would a supervisor call me back. XXXX XXXX  I decided to call back myself an ask for a supervisor, XXXX XXXX  I got supervisor XXXX and asked again can I have some paperwork showing how we got to this overdraft that I can pay for that does not reflect on my online statement. XXXX told me she could not and again I was told I can only have it verbally. So now I had no other choice but to ask for a manager. Now I got XXXX XXXX who explained to me that he is the top XXXX in customer service and no one above him as I tried to request. I tried to get him to explain but noticed he was a dud. I attached copies of my statements to show the complaints I am disputing. Overdraft letter received in the first week of XX/XX/2018 is attached below as ( overdraft ) with my online statement for that month attached as ( XX/XX/XXXX statement ). My most recent one for a check in the amount of {$14.00} is available for viewing in attachment ( XX/XX/XXXX statement ). I also attached extra statements for the days leading up to this date to show my account was fully funded for any withdrawals or debits. I also attached files showing funds that were held already for debits and available funds left for me to use. The files will show the days surroundings the overdraft claims.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation