ComplaintsforBank Of Hawaii

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I can not get a human being on the line to talk to!All I get is a computer giving me information I do not need asking me for numbers that are not readily available and when I do get them they are ignored.I have banked with Bank of Hawaii for 50 years and now you won't let me talk to a human being!!!!CALL ME! ************

  Business response

  02/12/2024

  Please see attached letter response to ********************, dated 2/12/24. We have addressed his concern with reaching a ******** Service agent and his inquiry about a suspicious email that he received. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Unauthorized card-not-present ATM card number transaction at a retail merchant was flagged by their fraud department and we confirmed with them within minutes that it was fraudulent. They had it on hold because (as they said), it was a large amount (over twice what was actually in the account) and a purchase from a company we have never done business with. After confirming by phone with the fraud department that they should not allow the transaction to settle and cancel the transaction, they let it go through anyway and refuse to reimburse us for their mistake. To make matters worse, they are now adding a non-sufficient funds fee for their error. We request immediate reimbursement for the unauthorized charge they erroneously allowed through and cancellation of the *** fee.

  Customer response

  12/07/2023

  **** has contacted us and resolved the dispute after being contacted by BBB. 

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am trying to get information as to why my mortgage payment hiked up by an extra $150. I am unable to access my online banking because I forgot my password. I need to update it but I don't know my account number as I mainly only have loans through the bank. I've never dealt with this much difficulty getting through to someone at a bank. Being that I work during normal business hours, I cannot just drop what I'm doing and go to the bank. Being able to resolve these issues by phone or in real time would be nice. Each time I attempt to call, I'm on hold waiting to speak to a representative for beyond 30 mins. I still have yet to reach anyone. By the time I get off work, the bank is closed. I do hear beeping (dial tones) on the line while on hold at times, which tells me someone is trying to punch something in on the other end, but again, nobody answers. I am reaching out because I feel that BOH does not do a very good job at handling customer service that doesn't involve face to face interaction. I still have yet to resolve my issues.

  Customer response

  11/03/2023

  Bank of Hawaii was eventually able to be reached and my issue resolved.  Thank you

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have attempted to close my savings account three times over the past 18 months. Three letters have been sent as per the instructions from BOH, twice certified and once via regular mail. Each time the response has been 'Letter not received. Please ensure you used the correct address.' The customer service response is generated by a 'virtual' person as documented in the exchanges from BOH. The account I have does not enable me to transfer funds to another bank and as such BOH is currently holding my funds and not giving me a reasonable *************** my account other than to fly to Hawaii and visit a bank in person. The phone contacts given by BOH do not include an international contact number and when I attempt to call from ********* the line goes dead. This seems to me as an attempt by BOH of to make closing accounts not transparent for international customers and enables them to hold funds.

  Business response

  08/08/2023

  Aloha BBB,

  Please see Bank of Hawaii's response to *****************

  Thank you,

  *************************

  **************

   

  Customer response

  08/11/2023

   
  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,
  
  *************************

• Initial Complaint

  03/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  You don't know what a business is like until you see how they handle when things go wrong.This complaint is with reference to my Bank of Hawaii business checking account 0083-107790 and Bank of Hawaii ********** ******** account ************ On 2/2/2023 I wrote to Bank of Hawaii when I noticed a very strange ACH transfer from "ELITE SURFACE SU" for $17,402.00 on my business checking account which I did not authorize. I got charged a $30 NSF fee for this. Bank of Hawaii told me I would need to close my account so I took the steps to withdraw funds from the account and contact everyone I do business with to stop doing transfers in and out of the account.Since I am overseas in *************** now, I called into Bank of Hawaii and they told me I could set up an appointment to close the account so I did this. Bank of Hawaii called me on 2/23/2023 to close the account. On 3/1/2023 ********* from customer service wrote back to me telling me that I had to write a letter and mail it to Bank of Hawaii's PO Box to close the account. In the meantime, I received NSF fees for two different payments:1) A $601.68 payment to First Hawaiian Bank, and 2) A $48.70 payment to Bank of Hawaii ******** services.So while I've been attempting to close my account Bank of Hawaii has been at work collecting fees and giving me the runaround.I actually called Bank of Hawaii ******** Services twice to attempt to close the account. Each time they told me they would call me back at ************ to close the account but never called me back. Second time I received a case number ******** and still no call back. Hence the continued automatic billing to my account.I'm attempting to contact First Hawaiian Bank to get their payment reversed, but that still leaves both my merchant account AND bank account open and vulnerable, all while Bank of Hawaii is collecting fees.

  Business response

  03/21/2023

  March 18, 2023
  

  ****** ******************* dba Audio Innovate ***************************************************************
  

  Re: Business Checking Account and ******** Services Account Closure
  Dear ************,
  

  This letter is in response to the complaint you filed with the Better Business Bureau, which we 
  received on March 3, 2023, regarding the closure of your ******** Services and Business Checking 
  accounts.
  
  First and foremost, please accept our sincere apologies for the inconvenience and frustration that 
  you experienced. At Bank of Hawaii, our goal is to deliver the quality customer experience that our 
  customers truly deserve and expect.
  
  Our records confirm that we received your telephone request to close your Business Checking account 
  on February 22, 2023. At that time, you were informed that account closure requests received via 
  telephone generally take up to 5 business days to process. Prior to the processing of your closure 
  request, an *** debit for $601.68 posted to your Business Checking account on February 27, 2023 
  (three business days after receipt of your account closure request), creating an overdraft on your 
  account. Rather than returning the *** debit for non-sufficient funds, the debit was paid 
  pursuant to the Business Deposit Account Agreement governing your account. This resulted in an 
  overdraft of
  <$601.68> and a $30.00 NSF Item Paid Fee assessment on February 28, 2023.
  
  Our ******** Services Department confirmed that your requests to close your ******** Services 
  account were received on February 14, 2023, and again on February 22, 2023, however, due to 
  miscommunication, your requests were not processed in a timely manner. As a result of the delay, a 
  ******** Service account fee of $48.70 posted to your Business Checking account on March 1, 2023, 
  which further increased the accounts overdrawn balance, and the account was assessed a $30.00 NSF 
  Item Paid Fee on March 2, 2023. This overdraft fee was refunded to your Business Checking account 
  on March 3, 2023.
  
  On March 6, 2023, a credit for $48.70 was posted to your Business Checking account as a reversal of 
  the Feb23 fee that had been charged to the account on March 1, 2023. The $30.00 NSF Item Paid 
  Fee that had been charged to your account on February 28, 2023, was also refunded. Our ******** 
  Services Department has confirmed that your ******** Services account was closed as of March 6,
  2023.
  
  On March 9, 2023, two additional *** credits for $48.70 and $2.30 were posted to the Business 
  Checking account. The $48.70 credit referenced ******** Service Fee, and the $2.30 credit 
  referenced ******** Service Fincl Adj (the tax on $48.70). As your Business Checking account had 
  already been refunded the $48.70 fee on March 6, 2023, the March 9, 2023 $48.70 credit was returned 
  to the originator. The $2.30 credit remained in your account.
  
  On March 13, 2023, your online transfer from **** of America for $601.68 was received and 
  credited to your Business Checking account to clear the overdraft. Your Business Checking account 
  was then closed and a check for the remaining balance of $2.30 was mailed to you under separate 
  cover.
  
  Please accept our sincere apologies for the frustration and inconvenience this matter has caused 
  you. It is not our intention to create a negative customer experience and we appreciate you taking 
  the time to share your concerns with us. If you have any questions or would like to discuss this 
  matter further, please feel free to contact me at **************.
  

  Sincerely,
  

  *****************************
  

  Manager, ***************** and ********************* Services Division
  

  
  

  Customer response

  03/21/2023

   
  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.

  
  

  And to *******, many thanks to you, *************************, and the rest of your team for getting this matter resolved.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Used ATM on feb 21st to make a $260 deposit. The machine took my deposit then completely shut down. No Power at all. The rest of the store (this atm is located in ******* grocery store) did not lose power. After the power shut down the atm i waited worried for the worst. The power came back on the bank of hawaii sign over the atm and the atm screen rebooted. The screen never came back on and i took a video of the computer reboot. I took a screen shot on the bank of hawaii app that showed the $260 was attempted and pending so i didnt worry as much and left after i pulled my bank card out of machine. The next day the bank reversed the deposit. THAT **** spoke with the teller and someone with customer service on phone and sent a message to the bank online. NO ONE, NOT one person has reached out with any information except a BS response to my sent message. They said in the message apologies this happened and no offer of any solution!!! This is a professional banking institution. Just want a refund and move forward. Proof attached Forgive my language in the video i was frustrated!

  Business response

  03/17/2023

  Thank you for taking the time to speak with one of our Relationship Bankers at our *********************** on both Wednesday, March 01 and Thursday, March 02, 2023. As our representative shared with you, your account was provisionally credited the $260.00 on March 02, 2023, while the dispute you filed on Wednesday, February 22, 2023, was being investigated. 
  The dispute has been resolved in your favor and the provisional credit of $260.00 posted to your account on March 02, 2023 is now final. 
  We apologize for not clearly communicating the dispute process to you and what can be expected during the investigation. We appreciate the feedback you provided as it will help us build a better customer experience. 
  Please accept our sincere apologies for the frustration and inconvenience this matter has caused you. It is not our intention to create a negative experience and we appreciate you taking the time to share your concerns with us. If you have any questions or would like to discuss this matter further, please feel free to contact me directly at **************. 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a dispute to bank of hawaii concerning ADT selling me defective equipment. I've been waiting since September 11 2022 to date. This bank refuses to give me a cutoff date for ADT to give a response. This bank hung up on me after I refused to accept a 2nd email inquiry service from. No one calls back I need my money.

  Business response

  12/02/2022

  Dear Mr. ************************** letter is in response to the complaint you filed with the Better Business Bureau, which we received on November 21, 2022, regarding the dispute you filed on September 26, 2022 and the lack of follow up from Bank of Hawaii. 
  First, please let me apologize for frustration that this matter has caused. Someone from Bank of Hawaii should have responded to your inquiries in a timely manner. For that, we are extremely sorry. 
  

  The dispute you filed concerned a charge in the amount of $485.97 by ADT Security, which posted to your account on September 6, 2022. While the investigation of your dispute was still active, as a courtesy, we credited your account ending in **** the amount of $485.97 on November 25, 2022. This credit is for the full amount of your dispute and the dispute is now considered resolved. 
  

  Again, we sincerely apologize for any frustration and inconvenience that this situation has caused you. If you have any additional questions regarding this matter, please do not hesitate to contact me directly at {*************. 

   

• Initial Complaint

  11/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a purchase for a game of *****. I checked my account later and saw 5 charges for ***** following my purchase. I contacted BOH immediately to file a dispute. They have a policy of providing provisional credits after 10 days if the issue is not resolved. It has been a month and I was not given the credits. Since I lost the 500 dollars I was late on my rent and asked to vacate my residence. I called BOH to have 4 checks I wrote the landlord for future rent to be stopped. The agent took care of it and I was again told it could take 90 days to see results for my claim. I check my account a few days later and I wad charged 150 dollars by BOH for the 4 stopped checks. I call BOH to ask why and was told that I did the stop checks myself via the mobile banking app which could not be farther from the truth. They also charged the 150 to an account that does not have checks. I have called and have been ignored by management and no one calls me back. I have been with this bank for around 4 years and cannot believe they are treating me this way. I was never told by the agent that I would be charged 30 dollars for each check. *** is trying to make it look like I did the stop payments myself so they do not have to refund the 150 dollars. Very unprofessional customer service team.

  Business response

  11/29/2022

  November 22, 2022
  

  *************************
  435 ********* 502
  ********, ** 96815
  

  Re: Debit Card Dispute
  

  Dear ****************,
  This letter is in response to the complaint you filed with the Better Business Bureau, which we 
  received on November 16, 2022, regarding the dispute you filed on five (5) ****** charges at $99.99 each 
  that posted to your account, ending in ****, on October 14, 2022. Additionally, in your complaint, you 
  noted that stop payment requests for four (4) future dated checks were erroneously placed on the wrong
  account and your account was subsequently charged a total of $150.00 in stop payment fees.
  

  First, please let me apologize for the negative experience that you had with our customer service 
  team when the stop payments you requested were placed on the wrong account. Our customer service
  representatives are trained on the proper handling of these types of requests, however, 
  unfortunately you were not appropriately advised that the $30 stop payment fee is per check and ultimately your
  request was not executed correctly. For that, we are extremely sorry. On November 7, 2022, the four
  stop payments you requested were placed on the correct account ending in **** and the stop payment
  fees, totaling $120.00, were waived. Additionally, the $150.00 in stop payment fees that posted to 
  your account ending in **** were reversed on November 9, 2022
  

  Secondly, we apologize for your frustration in regard to your dispute. Unfortunately, provisional 
  credit is not granted for charges that are authorized. In your dispute claim for the five (5) ****** 
  charges at $99.99, you reported that you accidentally authorized the charges on your phone while playing with
  your cat. Although we understand that these charges were inadvertently authorized, they were
  authorized by you and provisional credit is not granted.
  

  As a courtesy to you, we are attempting to recover the funds from ******, on your behalf. We
  anticipate receiving a response from ****** by December 18, 2022, and we will notify you of the 
  results.
  

  In the meantime, if there are any questions, please feel free to contact me at **************
  

  *********************
  

  SVP & Director of Operations, Client Solution
  PO ******************************************* bah.com
  Customer *************** ************** or Toll-free: **************
  Bank of Hawaii dba Bank of *******
  

  
  

• Initial Complaint

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I refinanced my house and part of the refinance was to pay outstanding loans. Bank of Hawaii cashed a check on 11/2 in the amount of $7,701.00. The outstanding balance was only $6,274.60. I have made 3 phone calls and no one has gotten back to me or even tried to email me. Why can they hold ******** and not give me credit ?

  Customer response

  11/18/2022

  Thank you so much for emailing me 
  
  As of today 11/15/2022 Bank of Hawaii responded and funded me ..  thank you for your help. 
  
  *****

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to deposit $599 in the bank of hawaii ***. It rejected my deposit, and only gave me back $253.00instead of the full amount of $599 I immediately called a teller that was nearby, ****, and let him know that the *** only refunded me a portion of my cash. They said a provisional credit would be applied to my account, but it never was. The dispute number was ******, and it was made on Monday, October 24th, 2022. It is now Thursday, October 27th, 2022, and I am still waiting to hear back from the bank. I have come to the bank now and they are not resolving my problem. I was depositing to pay a bill and now Im very late because the bank owes me $346! They need to refund me what the *** did not. They are not handling this. I have attached the amount that was deposited in person after the atm didnt refund me the full amount.

  Business response

  11/17/2022

  November 14, 2022

  
  **********************************
  758 ************ 100-1091
  ********, ** 96816

  
  Re: *** Deposit Dispute

  
  Dear ******************,

  This letter is in response to the complaint you filed with the Better Business Bureau, which we received
  on October 28, 2022, regarding the dispute of a cash deposit you made to your checking account ending
  in **** at our ******* Branch **** on October 24, 2022.

  Our records indicate that you then went into the branch and filed a dispute with a branch representative
  on October 24, 2022, indicating that your deposit of $599.00 was rejected at the **** however, the
  *** had only returned a portion of deposited cash back to you. The branch representative assured you
  that provisional credit would be applied to your account for the money not returned. On October 27,
  2022, you inquired at the branch on the status of your dispute, as your account had not been
  provisionally credited. The branch representative noticed that the dispute filed on October 24, 2022
  was not properly submitted so a new dispute was filed.

  Our research determined that the *** experienced an electronic fault at the time of your deposit which
  caused the deposit to reject. We regret that only a portion of your funds were returned and that your
  original dispute was not properly submitted. Please be assured that we have taken the appropriate
  actions to help prevent this type of experience from occurring in the future. The provisional credit
  applied to your account on October 28, 2022, in the amount of $372.00 is final and your dispute has
  been closed.

  Please accept our sincere apologies for the frustration and inconvenience this matter has caused. At
  Bank of Hawaii, our goal is to provide excellent service to our customers at all times, and unfortunately,
  we fell short at that goal. We value our customers and understand how important it is to offer
  exceptional service. If there are any questions, please feel free to contact me directly at **************.

  Sincerely, 

  *********************

*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. ↩