Business Profile

Bank

Bank Of Hawaii

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Complaints

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

Customer Complaints Summary

26 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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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:04/01/2025
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.
Ive tried several times to obtain a title from my car payed off in 2022. I never received a title when the vehicles was paid off and bank of Hawaii refused to provide it and asked me to contact the ***. The *** then told me that the lean holder had to request a title. When I called back on April 1st I was told I had to pay bank of Hawaii 10$ by mail or I wouldnt be able to get a copy of my title with the lien release signature. After asking to speak with a supervisor or complaint department I was told that none were available and was told all they could do was pay them 10 dollars and it couldnt be waved.
Business Response
Date: 04/07/2025
Attached is the Bank's response to Mr. **** ***** regarding his complaint.
Thank you,
******
Bank of Hawaii
Initial Complaint
Date:01/30/2025
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.
On 01/29/2025 at approximately 09:30AM HST I purchased a cashiers check for $2200.00 from Bank of Hawaii. Today (i.e., 01/30/2025) I checked my BOH account to find that said check had been returned/cancelled for "insufficient funds". At the time I purchased said check, my account "did" have the required funds.
Business Response
Date: 02/05/2025
Dear Better Business Bureau,
Upon receipt of this complaint on January 30, 2025, we immediately contacted our ISB-******* Branch to look into the matter. The Branch Manager stated that the branch already spoken with the client earlier in the morning and had assured the client that the Cashier's Check was fine (not cancelled) and refunded the overdraft fee. The branch contacted the client again to let him know that Bank of Hawaii received his BBB complaint, and the client confirmed that everything was resolved.
Can you please follow-up with the client to confirm that this complaint can be closed?
Thank you,
****** ******
Bank of Hawaii
Initial Complaint
Date:01/06/2025
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.
I called customer service because I wanted to deposit a check using their app, but it wasn't working. The customer service representative informed me that because of a policy change in OCT of 2024, requiring a minimum $200 balance, and my account did not meet that requirement, and that my account was closed. She said I was charged a fee of $4.71 which was sent to collections. The customer service representative said that I should have received a letter with a notice of the change back in OCT, and also a letter informing me of my account closure. I can assure you, I did not receive either letter, nor an email, text message, or any other form of communication via the iphone app. The $4.71 charge needs to be expunged. I want the account to remain closed, as I cannot imagine ever using this bank again.
Business Response
Date: 01/16/2025
Attached is the response letter dated January 16, 2025 to Mr. ******** *****' complaint.
Customer Answer
Date: 01/22/2025

Complaint: 22775103

I am rejecting this response because:

I searched my account as stand corrected. I did indeed receive the email mentioned in the bank's reply.

While the email body did state "important information," the subject line itself failed to convey the significance of the email. It was too generic to suggest it contained a critical notice about changes to account requirements. A more appropriate subject line would have included explicit mention of changes, such as "Important Changes to Your Bank of Hawaii Account" or "Action Required: New Minimum Balance Requirement for Your Account."

I believe the bank's inadequate communication directly contributed to my account closure and the resulting $4.71 fee. I respectfully request that the bank expunge this fee and that the BBB reconsider my complaint in light of this information.
Thank you for your time and attention to this matter.

Sincerely,

******** *****
Business Response
Date: 01/31/2025
Attached is the response to Mr. ****** rebuttal dated January 31, 2025.
Customer Answer
Date: 02/07/2025

Complaint: 22775103

I am rejecting this response because:
I am disappointed with the bank's response to my complaint. I disagree with their assessment that the email notifications were sufficient to notify customers of the changes to their accounts. While the emails did contain information about the changes, the subject lines were not clear or explicit enough to alert customers to the importance of the message.

The bank's failure to utilize a more effective communication strategy (requiring customers to accept new term agreements) resulted in my missing the notification and incurring unnecessary fees. I urge the bank to revise its communication procedures to prevent similar situations in the future. This includes using clear, concise, and informative subject lines, as well as potentially implementing a mandatory confirmation process for significant changes to account terms.

While I appreciate the bank's sincere apology, I am dissatisfied with their refusal to expunge the fee. Therefore, I will be filing complaints with the relevant regulatory authorities (****, CFPB). I also request that the bank disclose the total amount of fees collected from customers due to this communication issue. Your customers deserve to know just how much money you collect with these small hidden fees.

Sincerely,

******** *****
Business Response
Date: 02/08/2025
Aloha BBB,

When we responded through the BBB portal on 1/31/25, we inadvertently attached the incorrect response to Mr. ***** (original response letter was attached). Please find attached the correct response letter to Mr. ***** request for additional information dated 1/27/25.

Please call me if you have any questions.

Thank you,
Initial Complaint
Date:01/05/2025
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.
On 12/24/2024, I ATM deposited State of Hawaii check for $10,000 into my *** checking account **********. Two days later, I received a letter stating, We are delaying the availability of the funds you deposited on 12/24/2024 but These funds will be available on 01/06/2025.On Saturday morning, I checked my online account, which showed the $10,000 as Posted Transaction, reflected in available balance of $23,671.20.I drove to Kapolei *** to pay of my cover check and credit card. After the teller processed a cover check payment, he informed me that there was a hold placed on the $10,000 check because the zip code for my address was wrong. He asked me to bring in the stub for the check, which I did. He informed me:Despite the available balance of $23,671.20, the actual available, minus the cover check payment and the $10,000 check on hold, was about $12,000.I asked, Why was the $10,000 deposit posted and then reflected in the $23,671.20 available balance if there is a hold on the check? He couldnt answer.That evening I tried to Wise remit $10 from that checking account to a checking account in the ***********. *** declined to pay the $10.I called ******************** at **************, and agent Leonai (sp?) explained that my checking account was frozen because of the hold placed on the $10,000 deposit. In other words, she explained, I could not make any ATM withdrawals and could not use my ATM card for purchases.I asked Leonai, Why would *** post the $10,000 to my account, show an available balance that reflected that $10,000 posting, and then freeze my entire account? I pointed out that ************ Security monies had just been posted to that account, and that I had just started an Wise transfer from that account to help a dying woman.Upset, she said would send out an emergency email, but no one was working on the weekend. She apologized.
Business Response
Date: 01/16/2025
Attached is the complaint response letter dated January 13, 2025 to ******************
Business Response
Date: 01/17/2025
Aloha,

Please see attached for a copy of the complaint response letter mailed on 1/13/2025 to the customer. I forgot to attach in our complaint response via the portal.

Thank you,
Initial Complaint
Date:12/16/2024
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.
On 10/3/24, I went to Bank of Hawaii (Princeville Branch) and signed an agreement presented to me by ***** ******** after I informed her that I would like to close this ac**unt, my personal checking ac**unt ******. ***** informed me that she **uld not simply give me the funds that were in my ac**unt (about $5500) and that she was withdrawing the funds, creating a cashiers check, and that this check would be mailed to my mailing address on file in *******, **. She said that I should receive my funds the next day. I reiterated to ***** how urgently I needed these funds, especially because this checking ac**unt had been frozen for weeks by the Princeville Branch for reasons which still remain unclear.I waited for this check from BOH but it never came. I called BOH customer service and they provided me a tracking # for the check.I received a notice from BoH anround 10/05 dated 09/27/24 stating that the mailing address for this ac**unt (ending in 1443) had been updated to my sisters address.The notice also listed my sisters name and mothers name as ** owners of the ac**unt.(I am including this notice.)I called BOH and They assured me that the check was sent to my mailing address: ***************************************************** I specifically asked BoH employees **** ******** and ***** ******** on October 3, 2024 if my checking ac**unt (ending in 1443) was **nnected to anyone else in any way.I was assured that my ac**unt was not **nnected to anyone else.Naturally I was shocked to find out after 10/3/24 that my ac**unt was not closed, suddenly the ac**unt had 3 owners, and the statement re**rds suddenly went all the way back to year 2000.I opened this ac**unt within the past ******** didnt even live in the ** in year 2000!BOH now claims they have no re**rd of the 10/3 closing balance withdrawal of ~ $5500. and tell me that theres nothing to dispute.And the check got redirected to my sister, ac**rding to my sister and ac**rding to an employee at my post office.
Business Response
Date: 12/26/2024
Attached is the complaint response letter mailed to ***** ******** on 12/24/24.
Customer Answer
Date: 12/27/2024

Complaint: 22691774

I am rejecting this response because:
Although I am doing everything I can to explain to Bank of Hawaii that someone has illegally altered my bank statements, no one from Bank of Hawaii is addressing this major problem.
If the data for my bank account statement was able to be illegally altered, this means that all bank statement records could be altered.
Either someone has access to the records system who should not have access or one of Bank of Hawaiis employees is the one responsible for this illegal activity.

Additionally, my checking account at BOh was illegally frozen for almost an entire month, my bank account was not closed when I was assured it would be closed (on October 3, 2024), no one has addressed any of my concerns, I was told that I would be contacted by the Branch Manager and never was, the $5500 check I was patiently waiting for got mailed to my sister (and recorded Bank of Hawaiis customer service phone calls will prove this), there are mysterious transactions that suddenly appeared on my bank statements, my sister and deceased mothers names suddenly appeared on my bank statements in late September of this year, and all transaction records pertaining to the 4 withdrawals I made from my *************** (aka *******) 401k account have disappeared from my bank statements.

Curiously, ******* now claims that they have no record of my 401k account, whereas prior to October 18th of this year, they certainly did.

It is obvious to me that the disappearance of my retirement savings, the sudden changes in my bank statements records, the changing of my mailing address on Sept. 27, and the avoidant behavior of Bank of Hawaii staff members are all related.

Bank of Hawaii staff, you can continue lying. You can continue committing crimes to cover up what happened. You can continue ignoring me.
Alternatively, you can do what is right and investigate this matter properly, have the people responsible for these crimes held accountable, and my funds returned to me.

I will dedicate the rest of my life to this issue.

It would be in your companys best interest to cooperate.

Sincerely,

***** ********
Business Response
Date: 01/10/2025
Please see attached enclosure that was not included int he original response. Mr. ******** had submitted the same complaint with **** and ****, therefore, our response referenced that communication in the BBB response. Thank you.
Customer Answer
Date: 01/22/2025

Complaint: 22691774

I am rejecting this response from Bank of Hawaii.
This response does not demonstrate that my complaint is being investigated, as I have specifically requested.
This is a matter of fraud, which should be of utmost importance.
This breach in Bank of Hawaii data security has not only has destroyed my life, but this gap in data security also threatens the financial safety of every other Bank of Hawaii customer as well.
The response I have received once again has done nothing to assure me that my matter is being investigated nor that Bank of Hawaii is upholding their end of our Consumer Agreement.
Bank of Hawaii will be receiving written correspondence via **** any day now in regard to this issue.

At this point, I have little to no confidence in Bank of Hawaiis willingness to help me resolve this issue, as demonstrated by Bank of Hawaiis **** and dismissive responses (or lack thereof).

Sincerely,

***** ********
Business Response
Date: 02/10/2025
Aloha BBB,
We have attached the Bank's response and supporting documents for ***** ********** request for additional information.
Thank you,
****** ******
Bank of Hawaii
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.

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Bank Of Hawaii is NOT a BBB Accredited Business.