Consumer complaint received 2022-10-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: FIRST HAWAIIAN, INC.
State: HI

Complaint narrative:
XXXX XXXX XXXX XXXX week of XXXX I went to use my debit card and was denied. I went immediately to the bank, on the way I checked my online banking statement and noticed a lot of charges that were not mine. I assumed this was why my card was shut off. The bank confirmed the shut off but said that they could not stop them I have to wait till they clear to dispute them. XX/XX/22 went back after charges clearing, and finding new unauthorized charges they reissued me a new card and had me fill out, and sign a dispute for XXXX charges going back to the end of XXXX. They assured me XXXX days a response will be given. XX/XX/22 I was told I got paid 1 day early, for some reason my online banking was by then inaccessible to me so I went to a ATM to get a balance to make sure it was all there as I recently have had issues. My whole check plus the remaining balance from my last frauds were not there a balance of {$1600.00} not counting the issue charges that should have been there. I called many times in the next few days to talk to someone but it being a weekend I did not get a hold of anyone. I again check my balance via atm and it showed a balance of XXXX. Please keep in mind I knew there was no money available to me from my last fraudulent charges and have not used my acct and actually had to wait for a new card, so no new usage should have been going on. After waiting many hours on the phone I finally talk with an XXXX and he informed me that the charges were coming from my husbands card which initially started the flag but did not shut off that card they shut the wrong card off so the charges continued to a more higher price of withdrawals not authorized. I'm concerned because the card in question has never been formally turned on by me or my husband and doesn't even have a PIN and has never had any usage. It is also a few months from expiring. This card has also been kept in the safe in the same envelope it was shipped to me in. Why flag my account, turn off the wrong card, continue letting them steal from me, and then making me wait for an investigation to give my money back when its the banks error? They need to make me whole now and do the investigating and try and get the money back that way. I'm not at fault, they are especially since the woman who helped me file the XXXX dispute was the branch XXXX at that location. She should have noticed something of that caliber and it doesn't look good that the XXXX is ready to incumber losses that easily whether it be the banks or the costumers. This has emotionally traumatized me as we live paycheck to paycheck budgeted and all of my bills can not be paid. I'm incurring late charges. I have small children that rely on this for their everyday lives. I trust the bank to keep my account clear, but clearly there is an issue going on inside the bank as you flag an account, don't turn the flagged card off but continue to let it happen. This is a very big problem.

Company response to consumer: Closed with explanation