ComplaintsforHancock Whitney Bank

• 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.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I do not feel safe having my money in this bank,however they're making it difficult to get help. I've spoken to 2 employees about charges coming through that I didn't authorize. Because of this,my account was hit with 35$ NSF fees totalling almost 300$. I know they are false because I've spoken with the company who supposedly charged my account and they have no record of that. I DO use the company (internet company) so that's why they refuse to believe this and it was stated" I don't know what I'm talking about". The person I spoke to at the bank also said the company is wrong. However,I've spoken to supervisors at this company who assure me my account with them is in good standing there is no reason they would keep trying to charge me. Was told I'd have to spend 36$ to put a stop payment to protect myself which was then going to cost me an NSF fee of another 36$ because the money was not in there. I was then told I should cancel my account at Hancock(by an employee). If the company states they did not make these charges,why am I paying 280$ in NSF charges. Isn't that what fraud protection is? Clearly it isnt them but a fraudulent charge. A quick Google search will tell anyone this can happen. There is nothing in place to help us feel security. On top of this,even with a negative balance the bank charged me an 11$ service fee which was another 35$ charge. The amount of money this company takes from people who obviously may not have the money in the first place is predatory. I have to sit her and hope nobody else charges me because it will cost me. I have to "apply" to have overdraft protection. The employee I spoke to was rude, condescending,talked over me and would not listen to my issue because she had her mind made up. I believe this company takes advantage of people who may not be in the best position financially and it's disturbing. I want to be refunded for the nsf charges.

  Business response

  02/22/2022

  Business Response /* (1000, 11, 2022/02/18) */ 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 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. Consumer Response /* (2000, 13, 2022/02/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About a month ago, it was determine that fraud had been perpetuated on my savings account which I have had with Hancock Whitney Bank for over 20 years. I went into a branch and both my checking and savings accounts were closed down and new ones were set up. At that time, the bank officer, ****** ******** indicated the fraud department would investigate and I would hear back with a week. It had been roughly one month and I have no access to my online banking which essentially provides no ability to my accounts at the bank. To add to the problem, I have reach out to the bank's call center several times only to be told that I must contact the branch (Broadmoor Location - Baton Rouge) to resolve the matter. Not only have I been unable to reach the branch via telephone or email, the call center agent for the bank was not even able to reach the branch. Outside of filing a compliant with the Comptroller of the Currency, I am unsure how to resolve this issue. It is my understanding that under federal law, these matters must be resolved within 10 business days. The entire situation is very disappointing as I have been a customer of this bank for over 20 years.

  Business response

  02/25/2022

  Business Response /* (1000, 17, 2022/02/18) */ 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 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. Consumer Response /* (3000, 19, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hancock Whitney never corrected the issue. After attempting to fix the problem for almost three months, I resigned myself to the fact that online access was not going to be granted without me agreeing to what I consider an unreasonable request. On a positive note, this situation helped me realize the culture of the original Whitney Bank was lost when the merge/acquisition took place with Hancock Bank. I do not believe many customers would find it acceptable to ask someone who has been the victim of fraud to go back to the branch where the account was originally opened not once but twice when that location is almost thirty miles from where that person now lives. Regretfully after a 22+ year relationship with Whitney Bank, I am in the process of finding another bank that better fits my needs as a customer.

*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. ↩