Complaints

This profile includes complaints for Bank Of Hawaii's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bank Of Hawaii

  130 Merchant St Honolulu, HI 96813-4405

• 

  Bank Of Hawaii

  1441 Kapiolani Blvd Honolulu, HI 96814-4402

• 

  Bank Of Hawaii

  PO Box 305 Hilo, HI 96721-0305

• 

  Bank Of Hawaii

  1451 S King St Honolulu, HI 96814-2506

• 

  Bank Of Hawaii

  PO Box 188 Honokaa, HI 96727-0188

The 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:09/29/2024

  Type:Billing Issues
  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.

  Re: BANK OF HAWAII ************* I recently obtained a copy of my credit report, which contains accounts I can't remember ever having! I have no idea what these accounts are and request they be removed. I am NOT claiming fraud or identity theft - I do not honestly remember. BANK OF HAWAII *************

  Business Response

  Date: 10/07/2024

  Aloha BBB,

  Attached is the Bank's response to Sanlan Ceno.

  Please confirm that this case can be closed.

  Thank you,

  Denise Farias

  Bank of Hawaii

  (808) 694-4632

• Initial Complaint

  Date:09/06/2024

  Type:Product Issues
  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 been missing $318 from my Bank of Hawaii account that was sent through *****. Despite following the correct process and filing a dispute, Bank of Hawaii closed the claim without notifying me, forcing me to physically go into a branch to get any information on the matter.The entire experience of dealing with their customer service has been incredibly frustrating. Ive had to endure excessive hold times averaging 40 minutes whenever I tried calling in for assistance. On multiple occasions, I opted for the automated callback feature, only to receive a call hours laterwell beyond the promised wait ******* addition to the customer service issues, the banks online banking platform is unreliable. Transactions are delayed in posting, and critical features, aside from card controls, are extremely slow and hard to *********** make matters worse, I have clear proof that the $318 was available for withdrawal if I had been able to provide the proper email through *****. However, despite showing this proof and explaining that I had a separate transaction for $319 that was unrelated, Bank of Hawaii refuses to assist me further. They closed my claim without actually resolving the issue, and now no one seems willing to reopen the claim or investigate further.The fact that a significant amount of money is missing from my account and Im unable to get the help I need is deeply concerning. Time is of the essence here, and Ive wasted countless hours trying to get my own money back. Bank of Hawaii has failed in providing the level of customer service I would expect from a reputable bank.I had high hopes for a local institution like Bank of Hawaii, but the poor quality of service and lack of resolution has been a nightmare. Im seeking the immediate reopening of my claim and the return of the missing $318.

  Business Response

  Date: 09/23/2024

  Aloha BBB,

  Attached is the Bank's response to **** *****.

  Please let me know if you have any questions.

  Thank you,

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

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

• Initial Complaint

  Date:06/29/2024

  Type:Service or Repair Issues
  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.

  The garage is not safe and the bank is open at night and I could not find the appropriate one. ABM ******* Services, Inc.Bank of Hawaii ************** *********************************************** There are complaints ****************************************************************************************************************************************************** The garage was in the close position and I didnt know if it was appropriate for me to go in or out until I asked everyone just went under. My picture isnt able to upload but I do have one for 6/27/24 at around 10 ish

  Business Response

  Date: 07/05/2024

  Aloha BBB,

  Attached is Bank of Hawaii's response to ***********************.

  Please let us know if you have any questions.

  Thank you,

  ******

  Bank of Hawaii

• Initial Complaint

  Date:04/21/2024

  Type:Service or Repair Issues
  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.

  This bank has been largely negligent in dealing with fraud and incompetent. I have been hacked five times in the last months and have had to pay to replace the card and then again charged to have it expedited. They overcharge for late draft fees and have been so rude. I would like to be refunded for all the extra charges I have had due to my bank being hacked. The fraud department has been no help at all and no one seems to care this keeps happening. It has completely wrecked my credit and finacial state due to all the extra charges I have received due to their negligence

  Business Response

  Date: 04/27/2024

  Aloha Better Business Bureau,

  Attached is a copy of the Bank's response to Jericho *******.

  Please confirm that this case can be closed.

  Thank you,

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

  Customer Answer

  Date: 04/28/2024

   
  Complaint: 21604399

  First and foremost, you have not looked back far at the dates since the beginning of when this first occured. because I WAS charged several times to have it shipped and expedited, and I do remember telling the teller on the phone that this seems like an unfair practice and she stated that this is policy. It was only waived the last two times because I said I refused to pay it. I was also misinformed several times on the phone, once from the Kapaa branch that said they could not close it for 90 days, then to another person I talked to that said I would have to pay 100 dollars to close my savings and then once again to another person that I spoke to that said I would have to wait ten days to close the account. The amount of overdraft fees I was charged far exceeds this as well. It seems everyone I spoke to is making up their own rules for the policies and procedures not to mention the amount of people I spoke to that were rude and had no idea how to answer simple questions about the hacking such as tracing and IP address. I believe this bank is not set up for safety of the customer, and will find a way to charge you any way they can and get away with it. Overall after bring with this bank for so many years I have found this to be very dissapointing. 
  
  I am rejecting this response because:
  
  Sincerely,
  
  Jericho *******

  Business Response

  Date: 05/15/2024

  Aloha BBB,

  Attached is the Bank's response to Jericho ********* message dated May 7, 2024.

  Sincerely,

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

  Bank of Hawaii/Client Relations

• Initial Complaint

  Date:02/07/2024

  Type:Customer Service Issues
  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 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

  Date: 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

  Date:12/06/2023

  Type:Product Issues
  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.

  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 Answer

  Date: 12/07/2023

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

• Initial Complaint

  Date:11/02/2023

  Type:Service or Repair Issues
  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 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 Answer

  Date: 11/03/2023

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

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  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 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

  Date: 08/08/2023

  Aloha BBB,

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

  Thank you,

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

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

   

  Customer Answer

  Date: 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

  Date:03/02/2023

  Type:Billing Issues
  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/01/2023

  Type:Product Issues
  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.

  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

  Date: 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 **************.