ComplaintsforFirst Hawaiian Bank

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From 6/14 to 6/15 First Hawaiian Bank charged me 6 over draft fees, 5 of which were in 24 hours and the other was just now, after a glitch in FHB's online app allowing an overdraft to occur from their end. When calling for help, I spoke to several different people who were all unhelpful and had no ability to help other than give me back $90 of their own overdraft fees (of $160). This was the best they could do as a "courtesy" with no questions and all push back. I've banked with them for almost 10 years and can't believe they would do this to their customers. I attempted to close out my account and got it to a zero balance, but was then met with the last over draft fee. My attempt at closing at my account fell to silence and I am now expected to pay out another $30 over draft fee. I have yet to speak to someone professional or understanding and will therefore move to another bank if this situation is ever resolved.

  

  Business response

  06/23/2023

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 6/23/2023.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went into the main First Hawaiian Bank branch (999 ****** St.) on 5/26/2023 at about 9:45am. I proceeded to speak with *****, a teller, and told her I wanted to open a bank account. I gave her my driver's license, Citibank ATM card and waited. She took out $20 from my Citibank account (the minimum required to open a *** account is $20). She took me to the new accounts area and ******************** assisted me. She said she needed my driver's license and Social Security Card. I said I didn't have my SSN card. I then told her that I had attempted to open an account online a few days ago, she said she would call ****, the *** Direct manager. She didn't answer, so ***** called and spoke to *****. She had me fill out an information form. Then she said there was some type of error on her screen. She went into the back for approximately 30 minutes. When she came back, she said she didn't know the nature of the error. She then called the IT department and they couldn't fix the problem. I asked to speak to the branch manager or the assistant branch manager (******************* or *****************************). She said she would have to email them to see if they were available. She emailed someone and then send they were both unavailable. I said I had to go because I had other things to do. She said she would have ***************** me by the end of the day. I don't understand why it is so hard to open up a personal checking account at **********************.

  

  Business response

  06/07/2023

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 6/6/2023.

  Customer response

  06/07/2023

   
  Complaint: 20110668
  
  I am rejecting this response because:

  The letter by ************************* did not explain why I did not get a call back from the customer service representative's supervisor (****) nor did I get to speak to the branch manager or assistant manager when I was at the main branch.  If they were unavailable, then the highest ranking person on duty would be the logical one to speak to me (e.g. head teller).

   

  I am still not satisfied with First Hawaiian Bank's response.  It is a half-hearted attempt to appease me and they have failed. 

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently opened a business account with FHB the debit card that was issued to me naver came with a PIN number and before I could use it someone hacked my card. I made a fraud claim then I was issued a new card that I have been waiting to get and before I even got the second card my account was hacked into again. I now have $1,524.32 that has been hacked out of my account within days used on Oahu and I live on Kauai. I want it to be known that this is hard earned money that is so easily snatched out of my account. I feel like there was no help when reporting it twice to the bank in *****

  

  Business response

  03/09/2023

  Please see attachment

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  FHB has falsely claimed overdraft dues on my account which led my account to be negative **** dollars which was sent to collections. But months later received almost $400 in returned overdraft fees claiming clerical error. But my account was already sent to collections

  

  Business response

  01/20/2023

  Attached is the bank's complaint response to complaint ID ******** which was mailed to the customer on 1/19/23

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put $400 into my account one day. That same day 2 withdraws happened that wasnt me for $60 and $180. A total of $240 was withdrawn from my account. I put a report and nothing has come from it. My money loses value everyday due to greed. Even if they resolve this issue my money is effectively worth less.

  

  Business response

  01/06/2023

  Attached is the Bank's response to Complaint ID ******** which will be mailed to the customer today, 1/6/2023. 

• Initial Complaint

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 5th 2022 I purchased two flying orbs from a company called The original flying orb for $53.90. They sent me an email thanking me for my purchase and stated that they will be shipping my parcel. I tried to contact them using the form that they provide on their website but have yet to receive a response from them. On December 14th they sent me a tracking number however the post office has informed me that they are still waiting for delivery. Their website states that they would send packages within three to five business days however this has not happened. Upon further investigation about this company I have found that they have deceived numerous consumers online providing fake tracking numbers and not delivering any merchandise. Many consumers are being ripped off by this company in the same way that I have. They are taking funds without right and with intent to unlawfully defraud the public. Their website is The original flying orb, the original flying orb.com and the original flying orb at gmail.com. I have reached out to them on numerous occasions however they continue to ignore my request.

  

  Business response

  12/29/2022

  Attached is the Bank's response to complaint #******** which was mailed to the customer on 12/28/2022. Thank you. 

  Customer response

  01/02/2023

   
  Better Business Bureau:
  
  Upon continuous correspondence with original flying orb.com I have come to a resolution regarding my claim against said company. United States postal service I sent me confirmation regarding my parcel and states that it is in transit.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had fraudulent charges on my account, went to the bank to dispute. I talked to the bank manager disputed the charges and had to get a new card. I finally got the card my dispute still isn't resolved and after shutting the old card off I'm still getting charges. I call and dispute them and come to find out the charges weren't from my card at all but my husbands card which by the way has never been formally activated. And is kept in a safe never used.Instead of the bank manager catching this she let more charges incur. Which have emotionally traumatized me after all my bills have gone delinquent and the charges are totally almost $1500.00 in fraudulent charges on a card that's never been activated and is almost about to expire. In my opinion this is an inside job as when calling to report for the 2nd time the clerk who helped me looked and found the charges coming from another card which the bank manager should have noticed in the first place. How does a card that has never been formally turned on, get turned on and get used over and over again after being told by manager that she did her job

  

  Business response

  10/26/2022

  Attached is the Bank's response to Complaint ID ******** which was mailed to the customer on 10/26/2022. 

  Customer response

  10/27/2022

   
  Complaint: 18238229
  
  I am rejecting this response because:After hours of being on hold and going to the bank 3 times and taking 2 days off of work to resolve this they finally returned my money on the 25th of October and still are trying to make it sound like my fault and that the card in question is regularly used which it is not the number has never been used. The card stays in the safe. They can spout all they like about me activating one makes all cards active:that being said , how does a card number get out into the world when it never left my safe. That,s from the inside
  
  Sincerely,
  
  *********************************

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Oct, 6th, 20**, a thief went to First Hawaiian Bank withdraw $5,000 from my account. I notice on 10/07/**, I immediately called FHB, I was told I had to go to Makiki Branch next day. I went to that branch when its open 10/08/**, I called 911, filed police report (#**-388774 Officer **************** The branch manager ***************************** and her lady assistant told me FHB had no fraud department, I should not contact them regarding this matter, I should only contact ********************* ************************* and her lady assistant (about 35 yrs old) are cold hearted, not professional, not willing to help me, the lady assistant even said:" Since your ID is stolen, now our bank is at risk". They did not even apologize for letting a thief to take out my money which I trusted First ****** Bank. They did not even realize that their bank, as a custody, did not fully, effectively custody my property. I have the withdraw slip attached, the signature is fake and it was not mine, even the date is wrong (Thief put 10/10/20**). When I mention these to *************************, she just ignored me and told Officer ***** that she was busy and she can't provide any information. This attitude is terrible and make me regret of trusting FHB. I will tell anyone I know, also on ********* Tweeter, Instagram of how FHB risked, had my money stolen and how they treated me. Missing money of $5k is already a big pain for me, but the way First Hawaiian Bank treated me let me feel the second hurt, and it is even bigger. I simply ask FHB to fully investigate and give my money back.

  

  Business response

  10/20/2022

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 10/19/2022. 

  Customer response

  10/20/2022

   
  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.

  First *********** promised to investigate this dispute and they need a month or sooner time to do it, I will wait for their investigation results for the time frame FHB  mentioned.

  Thank you Better Business Bureau.
  
  Sincerely,
  
  *******************

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First Hawaiian Bank (FHB) promised to close my bank account on August 24th, 2022 for a fee of $50 and never did so. I have tried to call multiple times but the never answer the phone. Also not happy with failure to ever issue a debit card to me and unusually high fees to wire my account funds to another bank.

  

  Business response

  10/21/2022

  Attached is the Bank's response to complaint ID ******** which will be mailed to the customer today. 

  Customer response

  10/21/2022

   
  Complaint: 18199776
  
  I am rejecting this response because:
  
  I need written proof that my bank account is closed; proof must be provided to various government agencies.

  
  Sincerely,
  
  *********************

  Customer response

  10/26/2022

  No, I have not received the article in question, and First Hawaiian Bank has stilll failed to close the bank account at issue.

  

  Business response

  11/03/2022

  Attached is the Bank's response to customer's rebuttal received on 10/27/22, which was mailed to the customer on 11/2/22. 

  Customer response

  11/04/2022

   
  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

  09/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After receiving my statement from First Hawaiian Bank I saw there was no money left in my account, should have been over $600 in there. I opened the account when I was in ****** to facilitate expected payments from a business partner who lives there and a vacation fund.I NEVER used the debit card or charged ANY money from that account, I only made small auto deposits into the account for years to keep it active. The debit card has never left my house or even been in my wallet.I called and talked to representatives about the 52 fraudulent ****** charges and asked why they did not catch the suspicious activity. They said the saw a flag on it, put there on the 20th of Aug, but then the charges went thru starting on the 22nd. They had no explanation. I told them ALL the charges are fraudulent and to cancel and replace the 2 debit cards. They said someone would call back in 10 days about the resolution to this.12 days later I call them, On hold forever, they can't figure it out and transfer me to next level, after another very long hold, i get cut off. Did they call me back, NO!. I call back, opt for them to call me, they call back hours later, go through the whole thing again, another hour of nonsense and 'sorry' they transfer me to next level, who are just as confused and incompetent as the 1st level person. Now the dispute **** is closed and the promised me that they would call me back the next day, NOPE, didn't happen, so I call them back, go through the long annoying hold AGAIN, get thru the useless first level person, on hold AGAIN, get thru to the 2nd level person who finally puts me on HOLD AGAIN while she talks to the dispute/fraud ****.An hour and a half later, she says the dispute department has no dispute recorded, are you kidding me!!!! After sending me replacement cards due to fraud you have NO DISPUTE ON RECORD????After may 'sorrys' and 'don't knows' they say they filed disputes, wait 10 days....This bank is INCOMPETENT, and I am a shareholder....

  

  Business response

  10/03/2022

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 9/29/22. Also a copy of the response was emailed to BBB on 9/30/22 per recommendation of ****** BBB office due to BBB's server was down and the Bank was unable to access the complaint portal. 

*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. ↩