Consumer complaint received 2020-03-29
Company: BANK OF HAWAII CORPORATION
State: HI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I made a deposit to Bank of Hawaii at the XXXX branch in XXXX XXXX. I gave the teller the deposit slip with the total written {$3300.00} and the money in cash. The teller counted it in front of me using the machine. I then decided last minute to add more to my deposit. So I removed another stack of cash from my bank bag which was a total of {$1000.00}. I then crossed out {$3300.00} at the top and at the total, and initialed both section and rewrote {$4300.00}. When I got home, I looked at my deposit receipt and it only showed {$3300.00} as my deposit. Right away I called the bank and made them aware of the situation. I spoke to the supervisor on duty and was able to show me the surveillance camera. At that time, I pointed out to the supervisor that you could see me remove another stack of cash from my money bag. I asked to see my deposit slip as well and on it was the teller 's initial on my deposit slip, which technically means that the total balance was correct. She told me that the teller shouldn't had not initialed the slip if the total was incorrect and had apologized on her behalf. They told me that their registers all balanced accordingly and could not do anything else. I left the bank feeling really sick because I knew what I deposited and the money was my son 's graduation money that I was going to invest for him. 
I really didn't know what else to do until one of my friend had told me that I could file a dispute againstthe bank. I filed a complaint at the Bank of Hawaii website some time in XX/XX/XXXX. A manager name, XXXX had called me back on XX/XX/XXXX. He was aware of the complaint that I made. I told him everything that had happened again. He then told me that he was going to investigate. He then told me that the supervisor at that time no longer works there so he could not get any more info. He also said that they no longer have a copy of the video footage on that day. I asked them if they could give the previous supervisor to investigate further. Coupe days had passed and I no longer heard anything back from the manager. I called the bank the following week and then spoke to another person. Told him again of what had happened. I asked him if he was able to pull up the deposit slip for that day and was able to view it. I asked exactly what was written on the slip. He said he could see my original total crossed out at the top and bottom with my initials next to it, along with a new total above the crossed number written out as {$4300.00}. He also told me that he does not see the teller 's initial on the slip and a new total number was also written under my total amount which was rewritten as {$3300.00}. I asked why does it sound like my deposit slip was altered without me being aware? And he said " we are able to change things on the slip, but yes technically you are suppose to witness it changed ". So I told him that obviously that my deposit slip has been altered and there's nothing else that you guys could do?? And they said yes, sorry about that. As soon as I got off the phone, I felt like I had a slap on the face again! I was so upset because I felt like they didn't care at all. It would be fine with me if it was {$100.00}, but no, it was {$1000.00} of my son 's graduation money that they lost. With all the evidence that I got, I still didn't get anything out of it.

Company response to consumer: Closed with explanation