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BBB Accredited Business since

Territorial Savings Bank

Additional Locations

Phone: (808) 946-1400 Fax: (808) 951-1250 1132 Bishop St Ste 2200, Honolulu, HI 96813

BBB Business Reviews may not be reproduced for sales or promotional purposes.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Territorial Savings Bank meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Territorial Savings Bank include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Territorial Savings Bank
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: January 01, 1963 Business started: 03/01/1921 Business started locally: 03/01/1921 Business incorporated 03/01/1921 in HI
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
Phone Number: (808) 587-4242
The number is W40502134-01.

FDIC - Federal Deposit Insurance Corporation
550 17th St NW, Washington DC 20429
Phone Number: (877) 275-3342
The number is 30836.

Type of Entity


Business Management
Mr. Allan S. Kitagawa, Chairman of the Board Mr. Robert Lee, Branch Administration Mr. Ralph Nakatsuka, Vice Chairman Co-Chief Operating Officer Customer Service Ms. Gwen Shimabukuro, Exec. Secretary Mr. R. Gregg Terry, Vice President, Resid Loan Mgr
Contact Information
Principal: Mr. Allan S. Kitagawa, Chairman of the Board
Customer Contact: Ms. Gwen Shimabukuro, Exec. Secretary
Business Category

Banks Savings & Loan Associations

Alternate Business Names
Territorial Bancorp, Inc.

Additional Locations

  • 1001 Bishop Street

    Honolulu, HI 96813

  • 1052 Ala Moana Cir.
    Ala Moana Center Office

    Honolulu, HI 96814

  • 1108 12th Ave Ste D
    Kaimuki Office

    Honolulu, HI 96816

  • 1111 McCully Street
    McCully Office

    Honolulu, HI 96826

  • 1132 Bishop St Ste 2200

    Honolulu, HI 96813

  • 1199 Dilingham Blvd.

    Honolulu, HI 96817

  • 1613 Nuuanu Ave., B6

    Honolulu, HI 96817

  • 19 Oneawa Stree
    Kailua Office

    Kailua, HI 96734

  • 275 Kaahumanu Ave
    Kahului Office

    Kahului, Maui, HI 96732

  • 315 Makaala Street (Hilo)
    Suite 102

    Hilo, HI 96720

  • 377 Keahole Street

    Honolulu, HI 96825

  • 4393 Kukui Grove St.
    Kauai Office

    Lihue, Kauai, HI 96766

  • 46-005 Kawa Stree
    Kaneohe Office

    Kaneohe, HI 96744

  • 75-5751 Kuakini Hwy., Suite 107
    Kona Office

    Kailua-Kona, HI 96740

  • 840 Wainee St
    Lahaina Office

    Lahaina, HI 96761

  • 94-050 Farrington Hwy.
    Waipahu Office

    Waipahu, HI 96797

  • 98-084 Kam Hwy
    Pearlridge Center

    Aiea, HI 96701

  • PO Box 1481

    Honolulu, HI 96806


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

1/29/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: March 03, 2014 - Requested information about deceased, ******* * ***'s Christmas club account. Informed by ***** ****, service representative at the Nuuanu branch that a check will be mailed to beneficiary ***** *** in November.November and December 2014 - No check received.December 30, 2014 - Inquired about the status of the account. ********, teller at the Nuuanu branch would look into situation and inform me of details.January 08, 2015 - No response received.

Desired Settlement: Replace mislaid funds.

Business Response:

From: ****** *** [mailto:*********************************]
Sent: Wednesday, January 21, 2015 9:26 AM
To: ***** ** *****
Subject: FW: ******* ** *** ( BBB - ID ********)


From: ****** ***
Sent: Monday, January 12, 2015 10:38 AM
To: ***********************
Cc: ****** ****** **** ************ ******* ********* *** *****
Subject: ******* ** *** ( BBB - ID ********)

This is in response to your inquiry regarding the account of ******* ** *** (deceased).   The Complainant, ******** ***, is a customer of Territorial Savings Bank.  However, she is not a joint owner on the ******* ** *** account.   In reviewing the circumstances, we found that Mr. ***’s Christmas club check was mailed to him at ***** ******* ******, ********* ****** ********** on about October 28, 2014.   As of this date the check has not been presented for payment   nor has it been returned to the Bank.  Since the Complainant, ******** *** bears the same last name as the account holder, I have assumed she is a relative assisting the disposition of the check.   ***** *** is listed as the beneficiary on Mr. ***’s account.  Here’s how we can assist the ***’s:

1.        I will arrange assistance for ***** *** and ******** *** at any one of our branches.  The ***’s may select the time and branch to meet.  ***** *** will be required to do the following:

a.       Request a stop payment for the Christmas Club Check.

b.      Present a certified copy of the death certificate for ******* ** ***.

c.       Present proper identification, i.e. driver’s license or passport.


2.       As beneficiary, we will reissue ***** *** a check for the proceeds.

3.       To facilitate the matter, please have ***** *** or her designate contact me at *********


Please let me know if you have any questions.

Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

0 Customer Reviews on Territorial Savings Bank
Positive Experience (0 reviews)
Neutral Experience (0 reviews)
Negative Experience (0 reviews)