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1.8

I've been a lifelong client at Hancock Bank. My recent account since 2006 till 2017.

My account was impeccable. I was a very good client and often referred others. Ever since the Whitney merger i noticed changes in service but chose to overlook them. I had an unfortunate incident at the main branch in downtown Gulfport.

I made a deposit but my id was expired. I have no issue with rules but consistency is key! Back in January i needed some funds in a time sensitive manner, and the same branch would not accept my id. I know i need to update it, but have been recovering from cancer surgery in addition to caring for my elderly father with 2 types of Cx, one terminal.

So, i have been on autopilot if you will. I asked to speak to the manager and we sat in his office where i was visibly emotional having just left my oncologist office. I explained all of this to the manager and told him how long i had been a customer. I named all of my personal bank managers i'd had over the years and even had my social security card and all medical id cards, insurance cards, etc....

i even was able to recount the last ten debit card transactions and last several deposits by menory. He could have cared less. It is not what he said but rather his arrogant rude, dismissive attitude and his presentation. I was visibly shaken and tears streaming down my face yet i still chose to take the high road.

I told him despite his lack of empathy, compassion or professionalism, that I SINCERELY hoped and prayed that neither he nor ANY of his loved ones ever have to go through what myself and my family are at this time. I did ask for the name and number of his supervisor which he all too arrogantly provided, with a smirk on his face that spoke volumes. I left that branch and immediately called his supervisor David Fayard and left two voice mails which remain to this day unanswered. That was January 2017.

I went to my usual branch and my precious and most professional manager immediately guessed who i was referring to and was not shocked at all! He was outranked by the horrendous downtown manager I had the provlem with. I was just about to close my acct but for the immense professionalism and patience of Brandon Paige my branch manager. He took care of me and deescalated a volatile situation.

He told me to come see him if i needed anything. Almost 4 months later i was forced to utilize the outside ATM at the downtown branch for my dad due to time constraints. I needed a money order but needed advice on how to het one. So i went inside briegly and asked a teller who explained the process.

I thanked him profusely and headed towards the exit. I was almost out the door when i noticed someone glaring out of tbe glass office windows with the most hateful expression i can describe! I was so flabbergasted ay how ludicrous it was for someone to hold a grudge almost 4 months after i complained! Instead of speaking my mind, i opted to merely shake my head in disbelief and snickered silently to myself at how silly and childish this "manager" was behaving.

There was absolutely no interaction between he and I other than what I just stated. I needed to hurry to my branch to get a money order for my dad. I still do not know what right he even had to pull up my banking info since i utilized the outdoor ATM. However when i got to my usual branch and was approved for my money order and counted my cash 3 x's for accuracy, my branch manager returned to his office.

He aoparently got a call from the main branch downtown telling him i COULD NOT have my money order that had already been approved? The manager i had complained on in January was apparently *** bent on retaliating against me for complaining on him. They said my account would be closed in ten days yet refused to provide me with any reason? My manager asked if anything happened to which i repeated exactly what i stated above.

He said he couldn't comment further and so i am now left with no legitimate reason, no way to access my disability check, and recently discovered several treasury laws they disregarded. They also apparently have no respect for the ADA! I truly feel i deserve a phone call or appt with a supervisor in the very least! Disappointed and disheartened at the lack of professional standards much less basic human decency.

Please advise who i can speak with regarding this terribly FALSE and one-sided account that led to my acct closing that has left me in a financial mess-! Please advise if you'd be do kind!

Thank you and God Bless! bevhillsbelle@***.com

Reason of review: Poor customer service.

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I wanted to apologize for the typos and grammatical errors in the above review. Getting used to new phone.

I truly hated to use my branch manager's name since he has always behaved so professionally and always goes above and beyond the job description. Even as my banking relationship was rapidly dissolving due to (main branch/downtown manager), Mr. Estrade's abuse of power/process, i shook hands and repeatedly thanked Mr. Paige for trying his very best to uphold the standards that have been synonymous with Hancock Bank for so many years in the past.

I personally worked a job over 20 years for a billion dollar corporation with a variety of personalities, yet was able to manage any issues that arose, and resolve them fairly and respectfully. I now am a geriatric psychiatric RN which requires an immense level of patience, respect, and listening to the other person's needs or point of view. I was extremely candid with Mr. Estrade at the main branch and all i got was attitude, rolled eyes, and no call back from a supervisor to even listen to the customer?

Almost every single moment should be captured on audio/video for verification of my complaint. Why does one person have the right to close my acct w/out any explanation (or proper/ even informal investigation), when he is the only person I have had any significant problem with that warranted my original complaint? I have never created a scene, been verbally or physically abusive towards staff, nor would i ever! I've always treated employees how i would like to be treated, even when i wasn't given that same respect in return.

One would think that such a loyal longstanding client, who had a great relationship re: my most recent acct of 2006-****, deserved better!

Instead i was MISINFORMED and told my acct would be closed in TEN days and was not given the legally allotted time frame (re: notice) allowed when enrolled in disability direct deposits! I was told 10 days not 30! I felt bullied by a corporation during a very vulnerable time in my life, healthwise while also trying to care for an elderly parent. We are people not numbers!!!!!

According to Treasury's Green Book, 31 CFR SS 210.4 (c) (3) and (4)

(3) the closing of the recipient's acct by the recipient OR by the RDFI- with respect to a recipient of benefit payments, if an RDFI closes an acct to which benefit payments currently are being sent, it shall provide 30 calendar days WRITTEN NOTICE to the recipient prior to closing the acct, except in cases of fraud.

(Certainly not an issue of fraud here@)

(4) the transfer is valid until either a NEW authorization is executed by the RECIPIENT, or 120 calendar days have elapsed since the insolvency, closure, or appointment, WHICHEVER OCCURS FIRST!

FROM THE GREEN BOOK: TERMINATION BY THE FINANCIAL INSTITUTION * The financial institution CANNOT revoke enrollment authorization by notifying the federal agency and NOT the recipient! (Both must be legally notified under the allotted time period). *The 30 day WRITTEN notice should remind the recipient to make other arrangements for the handling of his/her payments. *A financial institution that closes the acct without PROPERLY TERMINATING THE ENROLLMENT MUST MAKE THE FUNDS AVAILABLE TO THE RECIPIENT UNTIL PROPER NOTICE IS PROVIDED!!!!!!

In concludion, i adore the Courthouse Road staff, have family that work for this company, and all i sm asking is for a modicum of respect and professionalism for the business i CHOSE to give you when i could have gone elsewhere. I would greatly appreciate a reply from either Mr. Fayard or Keith Williams. My hands are full with my health and dad's, but i am not letting this go without some level of resolution to the fullest extent of the law and good manners dictate.

I norice not one of these complaints has been answered which speaks volumes. I believe in 2nd chances so I sm giving you the opportunity to do tge right thing! Ya'll hsve prevented me from accessing my disability finds and i have CT scans ordered by oncologist and need my funds!!!!! Do the right thing please.

Everyone hss a bad dsy and "i'm sorry" goes a long way to heal broken relationships. Without customers we have no business and thus no paychecks.

Just saying!;) I eould love to set up a meeting to discuss these issues. Regards....

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