Complaints
This profile includes complaints for American Savings Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 17 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:06/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went on 6/10 in the evening, and one of the **** wasnt working. Also there was no customer service available at that time via phone. This is a clear neglect on the part of American Savings Bank to not provide for it's customers. Not acceptable of a bank
Business Response
Date: 07/02/2025
Please see attached response letter.Initial Complaint
Date:05/19/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Home Equity Line Credit was opened in October 2021 with ***** ********, Kailua Branch Manager, Account Number **********. The agreeement to NOT receive computer (electronic) on-line monthly statements was understood. Instead, monthly paper statements were mailled to my current address WITHOUT ANY FEES. Due to on-line security breaches of my personal informaton with numerous vendors/ busnessness and fraudlent attempts by hackers , I choose NOT to participate in recieivng on-line informaiton . The safety and security of my personal information is important to me as a consumer. Recently, Americain Savings Bank has chared me a $5 monthly fee to receive a monthly statement by *******. The consumer should NOT be forced to participate in on-line banking to avoid any fees, especially someone with a disabilty . This is wrong!!!Business Response
Date: 05/29/2025
Please see attached response letter.Customer Answer
Date: 06/02/2025
Complaint: 23347964
I am rejecting this response because: Recent communicaiton from branch ******, ***** in ******, Hawaii (who helped me open the ***** account 2021) contradiicts **** ********** response. ******* stellar customer service skills are most appreciated. My fiinancai advisor recommended ***** when choosing a lender for a *****, and I have no regrets. She is very personable, friendly and understanding that I did not want electronic banking of any kind given my underlying cancer diagnosis and previous experience with fraud. ******* customer service skills is applauded. Please note no statments from Amercian Savings were received via US mail for nearly one year, until recently in 2025, when the charges began. Amercian Savings Bank standard operating procedures to force customers to pay a fee for a paper statement, when they do not want electronic banking is wrong. It is poor customer service and a violation of my civil rights , as a human bieng with a disablity (cancer). Ms. ********** resonse is unwelcomed. In moving forward, please cancel the existing ***** with American Saving Bank effective immediately. There should be no early closure fee, since more than 3 years have elapsed from the date the ***** was opened. Mail me a live check with the balance owed with an itemzied description. I will be taking my business elsewhere.
Sincerely,
****** ****Business Response
Date: 07/03/2025
Please see attached letterCustomer Answer
Date: 07/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ****Initial Complaint
Date:02/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a bad check given to me by a third party. The bank has put my account under review for several weeks, even though there is a lot of money in the account. They are returning checks causing me thousands of dollars of liability and damage. The review is unlimited in time, and no remedy is given to fix it. In effect, they are locking ALL of my money, which is illegalBusiness Response
Date: 03/21/2025
Please see attached response letter for Mr. ****** ******.Initial Complaint
Date:01/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Repayment arrangement by AMERICAN *********** agreed to a settle of ********* to be paid in sixty monthly payments of ****** which the bank would not do a write off.Business Response
Date: 01/24/2025
American Savings Bank responded via attached letter.Initial Complaint
Date:11/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bank employees opened up three new accounts under my name funneled money out of my known account and used my identity and credit and money to create a new life for themselves and their family at my expense brought it to attention to bank manager ***** VP Mililani he did little to nothing stood behind the woman who stole my money and took my kids social security checks this business also refused several times to give me my own money because they had spent so much and the employees were able to withdraw large SUMS ******** and ******** never received a statement they changed my address kept my social and drivers license and my personal info withdrew forty thirty thousand (have copies) and I was ALSI questioned like Im a thief a criminal and Im the bad one for bringing it up not a sorry not can we help U and told NO if it was more than two thousand then they closed by account with eleven thousand dollars and went into a meeting swear to God ********** and I said well Im getting the police miraculously after three hours they gave 9000 of my kids social security checks what kind of people steal from kids total lost $750000.00Business Response
Date: 12/02/2024
Attached is the response letter from ASB.Initial Complaint
Date:11/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am submitting this complaint because of persistent inaccuracies on my credit report that this company has reported. These errors are affecting my credit score and financial well-being, despite my repeated efforts to address them directly with the company.Since these unresolved issues continue to damage my credit, I am seeking the assistance of the Better Business Bureau to help ensure a swift and comprehensive review. I am requesting that this company accurately update or remove the incorrect items from my credit report. Thank you for your attention and support in resolving this matter.details of the account involve are as follows;Account Name: ********************** Account Numnber: *********/XXXXXX4835 Amount: $ ********Business Response
Date: 11/19/2024
Attached is our response letter along with a copy of the signature card for the account in question.Initial Complaint
Date:10/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I encountered overdraft fees from American Savings Bank after I had already deposited funds to bring my account back to a positive balance. When I contacted the bank, I spoke with a representative named Unique. Initially, she failed to investigate my account and offered only a generalized response. It took me three attempts to explain my issue before she finally verified my identity. Throughout our conversation, she repeatedly called me ****, despite my clarifications. This not only seemed unprofessional but also indicative of a lack of attention to ********* specific issue was that I had deposited money to cover an overdraft before the penalty was applied. However, later that day, I noticed three overdraft fees of $30 each, resulting in a negative balance of -$89.10. Unique informed me that because I hadnt made the deposit via an ATM, I was too late. However, my primary concern was that when I made the deposit, no fees were assessed, and they were applied afterward.She claimed I needed to clear the overdraft by 4 PM, but I asked her to check the timestamp of my deposit, and she admitted she couldn't provide that information. If she couldn't see when my balance was cleared, how could she declare that I was late?I inquired about appealing the fees, and Unique said she would escalate my case but mentioned that management was busy and couldnt provide a callback timeframe. When I pressed for an estimate, she responded, There is none. This left me frustrated, as I felt unsure of what to expect.I am now reaching out to the Better Business Bureau for clarification on the timeframe for appealing the overdraft fees. I need to know when my concern will be addressed and when I might expect a resolution, including the potential for additional fees due to the overdraft penalties that brought my account back into the negative.I am expecting a resolution of a reimbursement in the total amount of $89.10 that I had paid on 10/17/2024 to account **********.Business Response
Date: 11/01/2024
Please see attached our response letterInitial Complaint
Date:09/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
How can this be the number bank in Hawaii , I have had stuff stolen from my bank deposit box in ******* on numerous occasions , plus to there customer service is not all that !Business Response
Date: 09/25/2023
Hi,
Please see attached for our response to **************** complaint.
Initial Complaint
Date:08/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have noticed that I am unable to log in to my online banking and realized that my bank account has been closed or on hold; however, when I try to contact customer service, I have been told that my account does not exist as if it was closed due to suspicious activity or being considered a high risk customer after doing an *** transfer to another bank. Other than that, I hope to have my issue fixed as soon as possible and would like a specific reason if possible on why my bank account was closed if it was or just being put on hold until I can come into a branch to confirm the *** transfer was authorized by me.Business Response
Date: 09/18/2023
Good morning,
Please see attached for our response to this complaint.
Initial Complaint
Date:07/23/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have contacted customer service a lot of times whenever I dispute an authorized transaction with them; however, I have been told by most of them to contact the merchant first for a refund of a canceled service or an item that I no longer need or want or that has never been delivered, lost or stolen even though the merchant sometimes refuse to give me a refund or I am unable to reach out them. Even though I have contacted the merchant for a refund, sometimes the merchant does not respond to me and therefore does not give me a refund and am still being told by the *** to contact the merchant first even though you can dispute a transaction on your bank account for authorized charges instead of just unauthorized charge as customers should be allowed to file a chargeback for an authorized transaction if the merchant is not willing to help or refuses a refund to the customer. Other than that, I hope to have my issue as soon as possible so that customer service representatives understand that I should be able to dispute an authorized transaction.Business Response
Date: 08/01/2023
Please see attached response letter regarding ****************' complaint.Customer Answer
Date: 08/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************
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