Consumer complaint received 2019-07-10
Company: BANK OF HAWAII CORPORATION
State: GU
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem when making payments

Complaint:
A complaints was sent to FDIC ( see Below Correspondence- Ref. No. : XXXX ), however, I was not sure how to verify my compliant as it was mentioned that I should my complaint was referred to CFPB. Thus, I am following up and making additional complaints to my previous compliant. 

Initial compliant : 1 ) I sent a payment through my Banks Bills pay and it reflect that my payment was sent out electronic on XX/XX/XXXX. I noticed that you have not received my payment. Can you confirm whether my payment has been received? 
2 ) BOH responded : Message : Aloha Mr. XXXX, Thank you for contacting Bank of Hawaii regarding your loan payment. 

We apologize for the inconvenience ; however, we do not indicate a loan payment applied in XXXX. 

If you have any further questions, Mr. XXXX, please feel free to reach me directly at XXXX ; Monday through Friday XXXX? XXXX Hawaii Standard Time. After hours, please contact our 24-Hour Customer Service Center. 

Additional response : Message : Aloha Mr. XXXX, Thank you for contacting Bank of Hawaii regarding your payment inquiry. 
We apologize for the inconvenience. 

As this loan account is not a deposit account, incoming electronic payments do not credit to the loan as it would for a checking account. The payment has been returned and should be on route back to the sender. 

If you have any further questions, Mr. XXXX, please feel free to reach me directly at XXXX ; Monday through Friday XXXX - XXXX Hawaii Standard Time . After hours, please contact our 24-Hour Customer Service Center for assistance. 

In Hawaii XXXX In U.S. Mainland and XXXX XXXX In XXXX and XXXX XXXX In XXXX XXXX XXXX In XXXX XXXX TTY/TDD XXXX XXXX, XXXX Bank of Hawaii Internet Banking Specialist 3 ) All information provide was confirmed that my electronic payment was made and was received by BOH : " XXXX XXXX XXXX, I reached out to XXXX this morning and they were only able to confirm that a payment was remitted to Bank of Hawaii as scheduled. They advised to verify if the account number is correct as no payments were returned due to Invalid account. I ve attached a copy of proof of payment that you can provide to Bank of Hawaii to see if they can locate the payment on their end. " Proof of Payment Transmission for Payment ID XXXX Subscriber Name XXXX XXXX Subscriber Address XXXX XXXX XXXX XXXX XXXX, GU XXXX XXXX XXXX BANK OF HAWAII LOAN CENTER Biller Address XXXX XXXX XXXX XXXX, HI XXXX Amount XXXX Paid Date XXXX XXXX XXXX   Payment Type Electronic Account Number XXXX File Number XXXX 4 ) I have made payments in the past and it was never returned. 
5 ) Routing number was correct given and was used in past payments with no issues - XXXX. 
6 ) My electronic payment was return but I have not received it according to BOH 7 ) Followed up as to why my payment was not received and I was informed that it was return as I did not have a deposit account. However, all supporting documents when I made my electronic payment reflects that my payment was address to the loan center. As why BOH would tell me that I do not have a deposit and that my payment would be return it beyond me. More interest incurred due to BOH error. 
8 ) I made a payment personally at the XXXX BOH XXXX XXXX and was also assisted by XXXX XXXX to ensure that I did not affect my credit report. XXXX, review and agreed that my payment should not have been return as all information was inputted correctly and was sent out to the appropriate department - Loan center. 
9 ) My payment that I made personally was reversed and I incurred additional interest.

10 ) Followed up to understand why and BOH responded with and a response what that I should contact another department. In addition, they said that I used the wrong routing number but it is the same number. 
11 ) All information is documented in the electronic message which should be obtained to further understand my complaint. 
12 ) There are multiply concerns summarize briefly : a ) Payment made electronically was received but was not processed b ) Payment made electronically was return but I have not received it as of today 's date c ) Followed up with BOH and was informed that I did not have a deposit account and thus payment was return. 
d ) Informed BOH that all information was sent correctly to include the routing number. Proof of documents was provided to XXXX XXXX showing payments were made and all correct information was confirmed. 
e ) Made a payment personally at the XXXX BOH XXXX XXXX and was assisted by XXXX XXXX. 
f ) My payment that I made personally was then reversed and I incurred more interest g ) Followed up with BOH as to why my payment that I made personally was reversed and was informed that the routing number was wrong and that I should contract another department. Why should that be the case when I made my payment personally in person at the XXXX BOH Office. Talk to XXXX XXXX. 
h ) What happened to my payment that I made electronically? 
i ) Adjust interest to ensure that I am not charge more than I should j ) Train staff and customer service rep and Online banking individuals to address complaints more appropriately and forward to respective managers instead of trying to resolve the complaint thus creating more complaints. 
k ) Why is it that at times interest is much higher on different occasion if payments are made on the due date or before the due date. 
l ) Please provide an explanation to how my payments are applied - Principal and Interest beginning from XX/XX/XXXX to Present FDIC Response : XX/XX/XXXX Ref. No. : XXXX XXXX : Bank of Hawaii, XXXX, HI Dear XXXX XXXX XXXX XXXX : Thank you for your correspondence, which was received by the Federal Deposit Insurance Corporation ( FDIC ). 

The FDIC 's mission is to ensure the stability of and public confidence in the nation 's financial system. To achieve this goal, the FDIC has insured deposits and promoted safe and sound banking practices since XXXX. We are responsible for supervising state-chartered, FDIC-insured institutions that are not members of the Federal Reserve System. 

Based on our review of your correspondence, the bank you referenced is under the direct supervision of the Consumer Financial Protection Bureau. We are forwarding a copy of your correspondence to this agency at the address below : Consumer Financial Protection Bureau XXXX. XXXX  XXXX XXXX, IA XXXX Website : XXXX XXXX : XXXX Please direct any future concerns to the Consumer Financial Protection Bureau. 
Thank you for taking the time to submit your correspondence. 


Sincerely, Consumer Response Center Federal Deposit Insurance Corporation Division of Depositor and Consumer Protection XXXX XXXX XXXX, XXXX XXXX XXXX XXXX   XXXX, MO XXXX Telephone : XXXX Fax : XXXX cc/enc : Consumer Financial Protection Bureau Electronic Message BOH : -- -- -- -- -- -- -- -Original Message -- -- -- -- -- -- -- - Subject : RE : Re : Re : Bill Payment Created on : XX/XX/XXXX XXXX From : XXXX To : BANK Message : Account number : XXXX XXXX, I am not too sure why you are returning my payment. I am making a payment to my flex line. You have accepted my payments in the past. 

I have signed up of bills pay to pay my loan account and you have caused me to incur more interest. 

I have now going to file a compliant with FDIC. 

There should be no reason why my payment be return, when I specifically instructed my bank to make payment and provide my loan account number XXXX XXXX XXXX XXXX -- -- -- -- -- -- -Original Message -- -- -- -- -- -- -- - From : BANK XXXX Subject : RE : Re : Bill Payment Date:XX/XX/XXXX Message : Aloha Mr. XXXX, Thank you for contacting Bank of Hawaii regarding your payment inquiry . 

Please refer to the previous message sent XX/XX/XXXX. 

If you have any further questions, Mr. XXXX, please feel free to reach me directly at XXXX ; Monday through Friday XXXX - XXXX Hawaii Standard Time . After hours, please contact our 24-Hour Customer Service Center for assistance. 

In Hawaii XXXX In U.S. Mainland and XXXX XXXX In XXXX and XXXX XXXX In XXXX XXXX XXXX In XXXX XXXX TTY/TDD XXXX XXXX, XXXX Bank of Hawaii Internet Banking XX/XX/XXXX Specialist Member FDIC -- -- -- -- -- -- -- -Original Message -- -- -- -- -- -- -- - Subject : RE : Re : Bill Payment Created on : XX/XX/XXXX XXXX From : XXXX To : BANK Message : Account number : XXXX XXXX XXXX, I am doing a follow up on my message regarding my payment which has not been posted. All information provided reflects that it was received by BOH but has yet to process my payment. In addition, due to the error on BOH, please adjust the interest accordingly, as I should not be penalized for additional interest when payment should have applied upon receipt. 

Thank you, XXXX XXXX -- -- -- -- -- -- -Original Message -- -- -- -- -- -- -- - From:XXXX To : BANK Subject : Re : Bill Payment Date:XX/XX/XXXX Message : Account number : XXXX I verify with my Bank and they confirm that the payment was sent out. 
They even provided a reference number and request that I reach out to you to verify and locate my payment. I am know too sure why my payment was not received by BOH. Back in XX/XX/XXXX I also made a payment and it was received by BOH with no issues. 

Please see below. 

Thank you XXXX XXXX XXXX from my Bank : " XXXX XXXX XXXX, I reached out to XXXXXX/XX/XXXX this morning and they were only able to confirm that a payment was remitted to Bank of Hawaii as scheduled. They advised to verify if the account number is correct as no payments were returned due to Invalid account. I ve attached a copy of proof of payment that you can provide to Bank of Hawaii to see if they can locate the payment on their end. " Proof of Payment Transmission for Payment ID XXXX Subscriber Name XXXX XXXX Subscriber Address XX/XX/XXXX XXXX XXXX, XXXX XXXX Biller Name BANK OF HAWAII LOAN CENTER Biller Address XXXX XXXX XXXX XXXX, HI XXXX Amount XXXX Paid Date XXXX XXXX XX/XX/XXXX Payment Type Electronic Account Number XXXX File Number XXXX -- -- -- -- -- -- -Original Message -- -- -- -- -- -- -- - From : BANK To:XXXX Subject : RE : Bill Payment Date:XX/XX/XXXX Message : Aloha Mr. XXXX, Thank you for contacting Bank of Hawaii regarding your loan payment XXXX 

We apologize for the inconvenience ; however, we do not indicate a loan payment applied in XXXX. 

If you have any further questions, Mr. XXXX, please feel free to reach me directly at XXXX ; Monday through Friday XXXX? XXXX Hawaii Standard Time. After hours, please contact our 24-Hour Customer Service Center. 

In Hawaii XXXX In U.S. Mainland and XXXX XXXX In XXXX and XXXX XXXX In XXXX XXXX XXXX In XXXX XXXX TTY/TDD XXXX XXXX, XXXX Bank of Hawaii Internet Banking Specialist Member FDIC Message Detail From : XXXX To : BANK Subject : Re : Re : Re : Bill Payment Date : XX/XX/XXXX Account number : XXXX XXXX, That does not address my payment. I made two payments. One was return and the other I made personally to your XXXX Office. 

Unfortunately, my payment made personally at your XXXX office has been adjusted and I incurred more interest from the reversal. 

I am getting frustrate just trying to deal with this issues. 

If I need to refer this matter once more for your regulatory agency I will. 

I appreciate the help you can provide but not the constant referral to another department or individual. 

Please advise regarding my payment and why it was reverse and why I incurred more interest than what was actually paid. The reversal was do to BOH and not the customer error. Payment was made at your XXXX Office and I was assisted by XXXX XXXX. 

As for the other payment made electronically, BOH returned that payment and I have yet to received it back. 

Please STOP referring me to ANOTHER INDIVIDUAL or DEPARTMENT and assist in resolving this complaint. 

Thank you, XXXX XXXX -- -- -- -- -- -- -Original Message -- -- -- -- -- -- -- - From : BANK To:XXXX Subject : RE : Re : Re : Bill Payment Date:XX/XX/XXXX Message : Aloha Mr. XXXX, Thank you for contacting Bank of Hawaii regarding your loan inquiry . 

We apologize for the inconvenience this matter may have caused. As we reviewed your account, the payment reversal was due to incorrect routing number. Kindly use XXXX for all the account opened in XXXX. 
About the interest rate, please contact our 24-Hour Customer Service Center at XXXX so that we can connect you over to our loan department. 

If you have any further questions, Mr. XXXX, please feel free to reach me directly at XXXX ; Monday through Friday XXXX XXXX XXXX  Hawaii Standard Time. After hours, please contact our 24-Hour Customer Service Center. 

In Hawaii XXXX In U.S. Mainland and XXXX XXXX In XXXX and XXXX XXXX In XXXX XXXX XXXX In XXXX XXXX TTY/TDD XXXX XXXX, XXXX Bank of Hawaii Internet Banking Specialist Member FDIC -- -- -- -- -- -- -- -Original Message -- -- -- -- -- -- -- - Subject : RE : Re : Re : Bill Payment Created on : XX/XX/XXXX XXXX From : XXXX To : BANK Message : Account number : XXXX XXXX, In addition to my previous message, please advise why there are payment reversals and an increase in my interest payment. Why is that. 

XXXX XXXX -- -- -- -- -- -- -Original Message -- -- -- -- -- -- -- - From:XXXX To : BANK Subject : Re : Re : Bill Payment Date:XX/XX/XXXX Message : Account number : XXXX XXXX, I have returned you call multiple times however, your voice message indicates that you are currently on vacation. 

Please advise why the my payment which I sent electronically has not been return? 

XXXX XXXX -- -- -- -- -- -- -Original Message -- -- -- -- -- -- -- - From : BANK To:XXXX Subject : RE : Re : Bill Payment Date:XX/XX/XXXX Message : Aloha Mr. XXXX, Thank you for contacting Bank of Hawaii regarding your payment inquiry . 
We apologize for the inconvenience. 

As this loan account is not a deposit account, incoming electronic payments do not credit to the loan as it would for a checking account. The payment has been returned and should be on route back to the sender. 

If you have any further questions, Mr. XXXX, please feel free to reach me directly at XXXX ; Monday through Friday XXXX - XXXX Hawaii Standard Time . After hours, please contact our 24-Hour Customer Service Center for assistance. 

In Hawaii XXXX In U.S. Mainland and XXXX XXXX In XXXX and XXXX XXXX In XXXX XXXX XXXX In XXXX XXXX TTY/TDD XXXX XXXX, XXXX Bank of Hawaii Internet Banking   Specialist Member FDIC -- -- -- -- -- -- -- -Original Message -- -- -- -- -- -- -- - Subject : RE : Re : Bill Payment Created on : XX/XX/XXXX XXXX From : XXXX To : BANK Message : Account number : XXXX I verify with my Bank and they confirm that the payment was sent out. 
They even provided a reference number and request that I reach out to you to verify and locate my payment. I am know too sure why my payment was not received by BOH. Back in XX/XX/XXXX I also made a payment and it was received by BOH with no issues. 

Please see below. 

Thank you XXXX XXXX XXXX from my Bank : " XXXX XXXX XXXX, I reached out to XXXX   this morning and they were only able to confirm that a payment was remitted to Bank of Hawaii as scheduled. They advised to verify if the account number is correct as no payments were returned due to Invalid account. I ve attached a copy of proof of payment that you can provide to Bank of Hawaii to see if they can locate the payment on their end. " Proof of Payment Transmission for Payment ID XXXX Subscriber Name XXXX XXXX Subscriber Address XXXX XXXX XXXX XXXX XXXX, GU XXXX Biller Name BANK OF HAWAII LOAN CENTER Biller Address XXXX XXXX XXXX XXXX, HI XXXX Amount XXXX Paid Date XXXX XXXX XXXX   Payment Type Electronic Account Number XXXX File Number XXXX -- -- -- -- -- -- -Original Message -- -- -- -- -- -- -- - From : BANK To:XXXX Subject : RE : Bill Payment Date:XX/XX/XXXX Message : Aloha Mr. XXXX, Thank you for contacting Bank of Hawaii regarding your loan payment XXXX 

We apologize for the inconvenience ; however, we do not indicate a loan payment applied in XXXX. 

If you have any further questions, Mr. XXXX, please feel free to reach me directly at XXXX ; Monday through Friday XXXX? XXXX Hawaii Standard Time.  After hours, please contact our 24-Hour Customer Service Center. 

In Hawaii XXXX In U.S. Mainland and XXXX XXXX In XXXX and XXXX XXXX In XXXX XXXX XXXX In XXXX XXXX TTY/TDD XXXX XXXX, XXXX Bank of Hawaii Internet Banking Specialist Member FDIC -- -- -- -- -- -- -- -Original Message -- -- -- -- -- -- -- - Subject : RE : Bill Payment Created on : XX/XX/XXXX XXXX From : XXXX To : BANK Message : Account number : XXXX XXXX, I sent a payment through my Banks Bills pay and it reflect that my payment was sent out electronic on XX/XX/XXXX. I noticed that you have not received my payment. Can you confirm whether my payment has been received? 

I have also contract my Bank to do a follow up. 



-- -- -- -- -- -- -- -Original Message -- -- -- -- -- -- -- - Subject : RE : Bill Payment Created on : XX/XX/XXXX XXXX From : XXXX To : BANK Message : Account number : XXXX XXXX, I sent a payment through my Banks Bills pay and it reflect that my payment was sent out electronic on XX/XX/XXXX. I noticed that you have not received my payment. Can you confirm whether my payment has been received? 

I have also contract my Bank to do a follow up.

Company response to consumer: Closed with explanation