Consumer complaint received 2018-11-29
Company: HANCOCK WHITNEY BANK
State: LA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Around XX/XX/2018, I received a letter from XXXX XXXX, The Senior Vice President ( Emerging Payments ), of XXXX/Whitney Bank at my current address. The letter stated I would receive a new chip-enabled debit card for my personal checking account. It said to update the new card along with the new pin number. If I have any questions I should call XXXX. or to visit the nearest XXXX XXXX XXXX XXXX . 

On XX/XX/2018, at XXXX XXXX, I decided to call XXXX XXXX bank at the number that was provided to find out if the new card was en route to me or if it was ever mailed. The Bank Agent ( name Unknown ), I talked to said the new debit card was mailed to my old address. I explained to her why would my debit card get mailed to my old address when I received the letter from the bank at my current mailing address? She had no answer to the question. She said my old address was showing up in the system. I preceded to update my home address with her. She stated she was canceling the debit card that was sent out and I would need to go into a Whitney Bank to order a new one within 30 days. 

On XX/XX/2018 at about XXXX XXXX, I went into the XXXX XXXX Bank located at XXXX XXXX XXXX. in XXXX La.. Ms. XXXX XXXX is a financial Services Specialist greeted me and asked what brought me in on that day? I explained to her I came in to get my new debit card to my personal accounts ordered. I showed her the letter I received from Whitney bank. She preceded to obtain my personal info to look up my account. She then stated three cards were just issued out. I asked her where and who were the cards issued too? She said she don't know. She then showed her computer screen to me and all I saw was a bunch of numbers on the screen. I couldn't identify anything on the screen. Ms. XXXX didn't identify when, who, or any dates the cards was issued out nor did she identify any information to those transactions. At this point I reached her my current debit cards to both of my personal accounts and my personal drivers license. She preceded to typing on her computer system which took more than 15 minutes. Once she was done I asked her when would I receive the cards? She really didn't want to answer the question. She was very quiet nor did she seem interested in serving me as a customer. She even failed to issue my drivers license back to me until I left the building. 

After I went on to continue my activities for the day. I decide to stop at another location and when I tried to pay for my purchase using my debit card. My bank debit card was declined. I gave the attendant another bank debit card and It was declined. After I was done there I decided to call Ms. XXXX while I'm at the retail location. I explained to her my cards were declined and I could not make purchases. I asked her if she canceled my debit cards? and she said Yes. And really didn't show any emotion to what she did. I told her she would need to issue temporary cards to me in place of the cards she has canceled because I won't have any access to my funds. She then had the nerve to ask was I located near another Whitney Bank. I told her No and I was coming back to her. When I arrived it took her more than 20 minutes this time just to assign the temporary cards to my accounts. She pretend she was having issues with her system. She was unfair in how she handled the situation as a Financial Service Specialist, And unfair in how she handled me as a customer. I have experienced inconsistency and unprofessional customer support from XXXX/Whitney bank on several occasions. I don't appreciate relying on Financial support specialist or any type of support that don't put their customers first. It's a waste of time. I'm not sure if my issue has been resolved because I'm waiting to receive my new debit cards and I really don't know if my contact information is saved in their system. It seems no one want to do their job with the company.

Company response to consumer: Closed with explanation