ComplaintsforFirst Hawaiian Bank

• Initial Complaint

  08/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 18, 2022 I went into First ******* Bank to close my current checking account and open a new one. My account was never closed. It took me 5 phone calls to finally get it closed on August 6, 2022. On the 3rd and 4th of August I paid 5 credit cards. One credit card was paid, the 4 others were all sent back causing me to be late and one hundred and fifty eight dollars in overdraft fees. Nobody at First ******* Bank wants to take responsibility, nor take care of all my late fees. Credit cards sent the money vack but none is reflecting in my account, so where is my money? No answes..I need help now...please

  

  Business response

  09/09/2022

  Attached is the Bank's response to Complaint ID ******** which will be mailed to the customer today, 9/9/2022. 

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 16th First Hawaiian Bank debited my checking account from the armed forces bank for $600.00. My auto loan account #***********-00001 was not credited with the $600.00 payment. When I called the first time i was told by customer service that the online banking was not working properly but they could see internally that i made the payments and my account was credited and it would be updated once the online banking error was fixed. forward a month later my account was still not updated and i called again and they said they had not received a payment for the month of June. At that time i was still living in ****** and went to the pearl ***** location and spoke to ***************** who works in customer service and she said she started a ticket to get this resolved. i emailed her my bank statement and electronic payment receipt. I waited a week and never received a call back and i sent her 3 follow up to her requesting an updated and i never received a call back or a email from her. I called again around 10 days ago and talked to customer service and they said they sent a urgent message to the auto loans department to get this resolved and have them reach out to me and i have not heard back from them. 3 days ago i called and i actually got someone from auto loans i do not know her name but her email is ************* and i sent her all the supporting docs and she would forward them to her supervisor and i would get a call back or email by the end of the day. Shockingly 3 days later i have still not heard back and my account is still not credited. Please help me get this issue resolved this bank is clearly ignoring me and does not want to credit my account. At this point i feel like my money has been STOLEN. I am a good customer and currently 6 months ahead on my payments and have spent around 8 hours on hold on the phone and do not deserve the stress this has placed on me while i am moving across to country due to my military service. V/R SSG **************************** US Army

  

  Business response

  08/26/2022

  Attached is the Bank's response to Complaint ID ******** which was mailed to the customer on 8/26/2022. Thank you. 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had an auto loan with FHB for a few years and paid it off in 2017, the loan was around $7,500. Since then I have been trying to get a title for my vehicle, and was told by the *** that FHB never released the lien. So I'm unable to get the title until it's released, I need a letter from the loan department stating when the loan was paid off and that it needs to be notarized by a bank official. I've attempted to call multiple times over the past 2 years and have got the same run around answers, that someone from the loan department will get back to me, that they would send the letter to a certain branch where I'll be able to pick it up and get it notarized, and most recently told that they would mail the letter and I could call any branch to set up a notary appointment. That was 2 months ago and I'm still waiting for anything, even just a call back and have got nothing in return. When I try to call the customer service line wait times are unbelievable and I have 3 children under the age of 3 so it's not like I can just walk into any branch. At this point I feel hopeless and really just want to give up, 2 years that I've been put on the back burner. I'm not sure if FHB keeps reference numbers on phone calls or cases like these, but if they do it would be a great idea to start giving those to customers so we can provide that to get any kind of an update.

  

  Business response

  08/09/2022

  Attached is the Bank's response to Complaint ID ******** which will be mailed to the customer today, 8/9/2022. The enclosures are not included here for security reasons but are enclosed in the envelope to be mailed to the customer. Thank you. 

• Initial Complaint

  07/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I sold my vehicle in June and had the loan paid off on June 28 (when FHB received the payoff amount). I had a payment due on the 30th of June which was deducted through autopay. I called to let them know about the overpay multiple times a week and the only response I get is that a loan officer will call me back. I've never received a call since. When I bring this issue up every time, they just ask for my number and say they will reach back out. It's been a month and this issue has still has not been addressed. Also, I'm in the process of trying to purchase a home and this auto loan is still showing on the credit bureau. I need this loan off to qualify for a mortgage. My major complaint here is that I can't get answers to my questions whenever I call and a false promise of getting a call back. I cannot recommend FHB to friends and family is they will be treated the same way.

  

  Business response

  08/09/2022

  Attached is the Bank's response to Complaint ID ******** which will be mailed to the customer today, 8/9/2022. The copy of enclosures are not included here for security reasons but are enclosed in the envelope to be mailed to the customer. Thank you.

  Customer response

  08/14/2022

   
  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

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In early 2018, I opened an installment loan with FHB; the term was 48 months, and I arranged for automatic payments/withdrawal. Unbeknownst to me the final payment could not be made automatically, but rather require manual payment.I received notice in early 2022 that my final payment was past due because it was not automatically deducted and that I needed to make the final payment manually. Up until the final payment, I had never missed a payment.I called FHB on February 25, 2022, and informed them that I didn't know the final payment had to be made manually, and that I could wire payment immediately. I was told if I initiated the wire transfer that day, I would be within 30 days of the due date, and therefore, it would not be reported to the credit bureaus as late.On February 28, 2022, I received a call from FHB that payment was received and they would not report the final payment as late to the credit bureaus.In July 2022, I reviewed my credit report and noticed FHB did, however, report the payment as late -- and it affected my credit scores negatively by over 60 points.I called FHB on July 16, 2022, and left a message with the loan department to inquire about the situation. On July 18, 2022, I called again and was told the loan department was unavailable but that a message would be left on my behalf and the loan department would return my call. On July 26, 2022, having not yet heard back from the loan department, I called FHB again -- and once again was told the loan department is unavailable.

  

  Business response

  08/05/2022

  Attached is the Bank's response to Complaint ID ******** which was mailed to the customer today. Thank you. 

  Customer response

  08/05/2022

   
  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

  07/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had taken out a car loan of $15,589 with First Hawaiian Bank and Ally in November 2017, initially agreeing to pay it off within 5 years. However, after seeing that the interest would amount to $1800, we decided to pay it off in full around December 2017/January 2018. Fast forward to July 2022, and I receive a call from a loan recovery agent for First Hawaiian named ***** Love. At first I thought it was funny that they were looking for me as I thought I had paid everything off in 2017, so I thought it was a scam caller. Two weeks later they called again, so this time I give them a call back. Turns out, they were calling because I had supposedly not paid off the loan in late 2017, but instead had a remaining principal balance of $17 that ballooned to almost $170 of interest and late fee(s). I asked ***** how I might pay off and/or contest this charge, and they said I could go to any FHB branch. I chose to go to the Kaimuki location on July 18, 2022. Long story short: I had spoken to ****** (customer service--who didn't know how to use the "new system"), ***** (the bank teller--most helpful), *****, and the bank manager (they were not at all understanding) to see if I could reconcile the charges because I had no notification that I had a remaining balance until ***** had called me this past month. Had I known in the beginning that there was a remaining balance, I would have happily paid it. Unfortunately, FHB instead let the principal sit to collect interest (what I was trying to avoid with the initial payment) AND had not notified me until after 4 years later. The one that helped me directly was ***** who talked to his branch manager and tried to get me a history of the loan (transactions, interest accumulation, etc.), and had told me to expect it two days later on July 20. Sadly, I had returned to the branch to see if the papers came in and still no such thing. Today is July 22 as I write this complain and still no record of the loan's history.

  

  Business response

  08/02/2022

  Attached is the Bank's response to Complaint ID ******** which was mailed to the customer on 8/1/2022. Thank you. 

• Initial Complaint

  06/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My checking account with First Hawaiian Bank was closed by the bank back in March, 2022. I had no idea about this since I didn't receive any mail notifications or alerts. I also had recurring charges after my account was closed. Today (June 22) I walked into First Hawaiian Bank University Branch by ********************** and inquired about the closing of my checking account and tried to seek a resolution on this. I talked to ***** first and he seemed to be new and didn't know how to handle it. So another lady came by to help. She didn't wear a name tag, so I didn't know her name but I heard other people call her "*****''? She said the bank closed the account because I had zero balance and my account had been inactive for 30 days. I asked her why I didn't get any mail notifications about this. She insisted that they have sent me the mail. I then asked her if there's any solution to resolve this. She said no. Later on she told me that she can call the branch where I opened my account to see if they can help me. Then she called another Hawaiian lady who didn't have a name tag either who introduced her as Loi (I'm not sure if I got her Hawaiian name correctly) the manager. She was very impatient, rude, unprofessional, and had no manner at all. Before I could explain my issue, she said it's all my problem that the bank closed my account and the bank can do anything they can without giving me any notification. She then showed me the bank policy and highlighted the part where it said, "Accounts with a zero balance for 30 consecutive days will be closed automatically". I said I understood this policy but wanted to know if there's anything they can do, like reopen the checking account or set up another checking account. She yelled a "NO" at me. She also yelled at me to get out. As a claimed "manager" of this branch, she displayed zero professionalism. I'd like the bank to know and help me with my account issues and recurring charging fees.

  

  Business response

  06/30/2022

  The attached letter was mailed to the customer on 6/29/2022 in response to complaint ID ********. 

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Yesterday I received an email allegedly from FHB. Its title is "Security Alert. Fraudulent Email Sent to FHB Customers". I did not open it concerned that it was a scam and might damage my computer. I called FHB to find out if they sent it and if it was genuine. I could not get through to a human being. I tried the next day and after holding for 15 minutes gave up. FHB has blocked all access to individual banks and forces its customers to use one toll free number ***************). When that number has a wait line of hours, customers have no access to their bank except to get in the car and drive there,not an option when gas prices are soaring.

  

  Business response

  04/28/2022

  In response to Complaint #********, the department manager spoke to the customer on 4/20/22 and mailed the attached follow-up letter on 4/28/2022. 

  Customer response

  04/28/2022

   
  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

  09/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went to Singapore as a tourist Nov. 14, 2019 and I happened to enter a cosmetic store inquiring for something. Since I am the only client, 3 sales people surrounded me and that moment I felt I am being hostage by them and insist I must buy their product. (Which I am not even interested), I am 78 years old at that time, feeling over powered by them. I have no choice but agreed and get over with it. 3 times my Bankcard was declined, by force I have to pay 3 hundred Singapore dollars and 250 or 200 US dollars (whatever is in my wallet) and I quickly got out of the store, shaky and upset. When I got to my hotel, sales person didn’t put the receipt in the bag, they totally distracted me that day. I did not sleep all night, was very aggravated. Next day, my flight was very early.
  When I got back to L.A> after 2 weeks in Jarkarta, I called Bankcard Center and find out I was charged by the store, which is not even the right amount. I spoke with the VP of Bankcard, Jonathan L***** and he said, while being investigated the charges will still appear in my statement every month.
  

  My point got this time I’ve been paying Bankcard my monthly bill ahead plus high amount charges, but my Singapore charges keeps getting higher and higher (it start Nov. 14, 2018). 154.11 and now 8/14/2021, it becomes 1,767.50. They are burying me to the grave that they had chosen.
  

  Last 8/24/2021 I was connected to dispute Sept and Miss Lori (manager) insist they made their decision I must pay the Singapore charges or I will be reported to collection and cancel my card. And she asked me, why I did not call police if I am being held hostage? I replied, I am a stranger in that country and she hung up the phone. She didn’t even give me a chance to tell he her “how could I call police, I have no local line on my cell phone.
  

  I had been a client of Bankcard since 2004. My payment record was never behind, this is the only problem hurting me now.

  

  Business response

  09/17/2021

  September 17, 2021

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

  RE: Better Business Bureau (BBB) ID ********

  Dear Ms. *****,

  This letter is in response to the BBB complaint filed on September 9, 2021, which we received on
  the same day. We understand from your statement that you are unhappy with the outcome of a
  transaction you disputed in December 2019.

  We have re-reviewed the facts related to your dispute, in addition, to the additional information
  you provided in your statement, and have determined that a billing error did occur. We will be
  crediting your account in the amount of your dispute, plus an interest or fees that may have accrued
  due to that outstanding transaction.

  We sincerely apologize for the confusion and inconvenience, and hope that this issue has been
  resolved to your satisfaction. If you have any questions or concerns please call the Bank at (808)
  847-4444 or 1 (800) 342-2778.

  Sincerely,
  Jonathan L*****

  VP & BankCard Operations Manager
  BankCard Center

  JL/klt

  cc: Better Business Bureau

  Customer response

  09/19/2021

  
  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

  06/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  First Hawaiian Bank closed my checking account and gave my balance to the Saipan govt w/o telling me! They put my account into dormant situation. I have had non-activities with my checking account before, and what they did in the past was to charge me $5/month and usually refunded as soon as I called customer service. But this time, they closed my account and gave the balance away! I had over $700. I called their customer service number and they said they would help me get my account and balance back and They claimed that they contacted the Saipan branch (where I opened my account) and they will contact me but i have not been contacted by any of them for 2 weeks now! They just ignored me and my issue!

  

  Business response

  07/06/2021

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

  Customer response

  07/06/2021

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Even tho you stated that my mailing address was not uptodate with FHB, my email and phone number were both uptodate. I can log onto online banking using 2-factor authentication using my phone number. For FHB to simply use mailing address to attempt to contact me and never once used alternative means (phone call or email) to contact me in the 21st century is absurd. 

   

  In your letter, you said Vicky ***** would help me in retriving fund as I am off island but so far she has not done anything to start the process. She even told me on the phone that she was NOT the person handling this. She simple was asked to give me a courtesy call. And now in your response letter, you are saying Vicki is actually the person handling this but she said she was not. So it is unclear to me who is actually handling this.

   

  I cannot even get to Hawaii due to covid complicating the travel process in the last year and half. FHB doesnt have branches in the mainlandmainland. FHB has again and again changed the time frame regarding inactivty time length from 3 years to 1 year, and now down to 6mo. I am wondering when the time frame will be changed to 1 week of inactivity, they acct will be closed. 
  

   

  Sincerely,
  **** **** 

  

  Business response

  07/13/2021

  Attached is the Bank's response to customer's rejection for Complaint ID ********. Thank you.

  ***All Attachments Pertaining To Case Redacted By 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. ↩