Hollywood International will cover the first $30 of the service charge for payouts on one transaction every 30 days after the first 30 days of opening an account. Customers eligible for this discount must make a request to customer service before taking a withdrawl. For more frequent payouts, customers assume service charge.
You did 1 of 2 things wrong. Your either a new customer, less than 30 days, and/or you did not call in your request.