Complaints

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 17, 2024 I filed a dispute that my ATM card was stolen and a card that I had my pin number written on. There has been a substantial amount of money taken from my bank account. I filed a dispute and also filed a police report. The bank has the photos of the two people that has done this at the ATM's. The bank has since sent me a letter stating that there was no wrong doing even though, it was not myself doing the withdrawals. I tried going back to Hancock Whitney Bank in person a couple times just to have them state they will not reopen the case nor will they do anything about it. I have even given them the case number that I filed with the police. As of now, the ones responsible has not been arrested and the bank refuses to refund the money even though it was illegally taken out of my account without permission.

  Business response

  05/06/2024

  Hancock Whitney Bank strives to maintain good customer relationships and we recognize and respect the important role played by the Better Business Bureau.
  
  Because we are a bank, and federal and state bank record confidentiality laws prevent us from discussing or disclosing confidential customer information or account records, we are simply unable to reply to this inquiry through this forum with as detailed information as we would like.
  
  I can say that a review of our records relative to the complainant’s concerns will be conducted, the results of which will be provided directly to complainant.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid off my mortgage last year and have been requesting the paperwork needed to file with the Parish to clear my title. At first nobody in the organization could find record of my mortgage. After months of back and forth they finally found the account number and information but I have yet to receive the needed documents. You literally have to call and email every single day for months and hope you get someone thatis willing and has the knowledge to help. They have the absolute worst customer service and this has costs me money due to other transactions that have been held up or cancelled.

  Business response

  11/10/2022

  Hancock Whitney Bank strives to maintain good customer relationships and we recognize and respect the important role played by the Better Business Bureau.
  Because we are a bank, and federal and state bank record confidentiality laws prevent us from discussing or disclosing confidential customer information or account records, we are simply unable to provide your office with a reply to the inquiry with as detailed information as we would like. Please be assured that we will review the concerns raised and reply directly to the complainant.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a very behind the times bank. You can not make deposits through the ATMs at most times. The call center employees are rude and not very knowledgeable of banking procedures. The end of day for processing for this bank was told to be at 2 different times by two different employees at the call center. One said it was 4pm and the other said 7:30pm. The website does not list the time for the end of day processing. If you are to overdraft after end of day processing time, you are not able to rectify the issue until the next day. This will cause you to have an overdraft fee of $36. On 8/29, I had noticed my account was overdrawn by my insurance company. I made the payment online on a Thursday 8/25, but at this bank it was not taken out until the Monday 08/29. It never showed as a pending charge or was reflected on my banking app until then. I’ve signed up for notifications of overdrafts by email and text and for reasons only known to to this bank. I don’t receive the notifications until the next business day after the overdraft fee will already be applied. I check my account every day because of this and noticed I was overdrawn. I made sure to Zelle myself the amount of the overdraft and thought since the available balance was now .03 cents, I would not be charged the fee. To my surprise, there is an overdraft fee and my available balance is now $-35.97. I call the bank and I’m told because the Zelle was made after the processing time, which is listed no where on their site, I have an overdraft fee. My question to this bank is if I can’t make nightly deposits that won’t be credited until the next day, if I can’t make electronic deposits that won’t post until the next day, I can’t get proper notification of overdrafts, and I can’t fix an overdrafts that may possibly occur after banking hour; how do you avoid overdraft fees here! It seems almost unethical for the bank to still be running. Please make banking procedures clear so people can know to stay clear of y’al

  Business response

  09/06/2022

  Because we are a bank, and federal and state bank record confidentiality laws prevent us from discussing or disclosing confidential customer information or account records, we are simply unable to provide your office with a reply to the inquiry with as detailed information as we would like. Please be assured that we will review the concerns raised and reply directly to the complainant.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ok my complaint is with Hancock Whitney Bank had a whole bunch of unauthorized charges to a social gaming network got those taken care of but why didn't they cancel my debit card and issue a new one because the charges never stopped and now the gaming network is turning me into collections because the Bank refunded my money they are saying it was my fault and it was me which is absurd.

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/07/13) */ Because we are a bank, and federal and state bank record confidentiality laws prevent us from discussing or disclosing confidential customer information or account records, we are simply unable to provide your office with a reply to the inquiry with as detailed information as we would like. Please be assured that we will review the concerns raised and reply directly to the complainant.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩