Consumer complaint received 2026-06-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF HAWAII CORPORATION
State: HI

Complaint narrative:
I am writing to formally request that Bank of Hawaii reopen and properly file my dispute regarding unauthorized electronic fund transfers that occurred through XXXX XXXX to the merchants identified as XXXX XXXX and XXXX XXXX XXXX. My initial dispute, submitted in person on XX/XX/XXXX and XX/XX/XXXX, covered only the XXXX transactions because I did not yet understand the full scope of the fraudulent activity. After conducting a complete review of my XXXX transaction history, I discovered that the same merchant activity occurred in XXXX, XXXX, and XXXX, involving hundreds of transactions and thousands of dollars. I want to be transparent : While I did tap my phone for some of these transactions, I did not understand the true identity of the merchant, the nature of the transactions, or that this was a fraudulent operation. The merchant repeatedly changed names, categories, and descriptors in a way that concealed its identity. I did not knowingly authorize payments to a fraudulent merchant. XXXX. All Transactions Affiliated With XXXX XXXX and XXXX XXXX XXXX Are Unauthorized I am requesting that every single transaction affiliated with XXXX XXXX XXXX XXXX XXXX XXXX XXXX treated as unauthorized, including : XXXX XXXX transactions Any transactions routed through XXXX XXXX transactions drawn directly from my Bank of Hawaii account Any BOH XXXX transfers that were used to fund these fraudulent withdrawals I did not knowingly authorize payments to these entities, and I did not understand that these transactions were being routed to a deceptive merchant. XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX transaction history shows repeated identity manipulation : XX/XX/XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX : Sunshine Bling Entertainment XXXX : Multiple switches between Shopping and Entertainment XX/XX/XXXX : Back to XXXX XXXX XXXX : XXXX XXXX XXXX XXXX This pattern continued throughout XXXX and XXXX. Legitimate merchants do not change names and categories multiple times per week. This is a known fraud indicator and should have triggered Bank of Hawaiis fraud monitoring systems. XXXX. Transaction Volume and Pattern The activity includes : XXXX : XXXX transactions XXXX : XXXX transactions XXXX : XXXX transactions These transactions occurred in rapid succession, often multiple times per day, in small increments. This pattern is consistent with unauthorized automated debits, not intentional consumer purchases. 4. Timeline of Reporting Last transaction occurred on XX/XX/XXXX I reported the issue in person on XX/XX/XXXX and XX/XX/XXXX I submitted written requests for : investigator notes authorization logs fraud monitoring records merchant communications call recordings I did not receive the materials I requested 5. Regulation E Requirements Not Followed Under Regulation E ( 12 C.F.R. 1005.11 ), Bank of Hawaii was required to : Promptly investigate my claim Complete the investigation within XXXX business days Provide provisional credit if more time was needed Conduct a reasonable investigation Provide a written explanation of findings Provide all evidence relied upon None of these requirements were met. The banks refusal to properly investigate, its failure to review merchant descriptor switching, and its failure to provide required documentation constitute violations of Regulation E. 6. Request for Reopening and Proper Investigation I respectfully request that Bank of Hawaii : Reopen my dispute Expand it to include all transactions from XXXX, XXXX, and XXXX Treat all XXXX XXXX and XXXX XXXX XXXX transactions as unauthorized Investigate the merchant identity switching and transaction patterns Provide all documentation used in the banks decision, including : investigator notes authorization logs fraud monitoring records merchant communications call recordings Explain why the merchant descriptor switching and highvolume microtransactions were not reviewed 7. Additional Note I have conducted my own full investigation into this matter. Bank of Hawaii should have detected this fraud immediately. The banks refusal to investigate properly allowed me to uncover enormous red flags that Bank of Hawaii failed to detect. Additionally, I have been informed by a family member that Bank of Hawaii has allowed similar fraudulent activity to continue for years without proper intervention. This raises serious concerns about the banks fraud monitoring and dispute handling practices and warrants a full audit.

Company response to consumer: Closed with explanation