ComplaintsforFirst Hawaiian Bank

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Failure to send new debit cards in a timely manner. Debit cards expired and bank not sending them automatically. Had to call, ask for new card, told its arriving PRIOR to expiring and it didnt. Went into app as instructed to ask for debit card replacement. Card still hasnt arrived and debit is now expired and no banking transactions can be done without it! Also happened to my father last month! **************** agents are rude and lie about follow through. Hung up TWICE by *** (male) who felt passing the buck was sufficient customer service. Asked for supervisor and disconnected. Have no idea when my new card will arrive and then I will have to wait another two weeks for the separate PIN number! So for a WHOLE MONTH I wont have access to my money via debit! This needs to end now. Agents REFUSE to transfer calls to management. Calling the news now

  

  Business response

  07/12/2024

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 7/12/24.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm not reliable for FIRST HAWAIIAN BANK.I do not have a contract with FIRST HAWAIIAN BANK.They did not provide me with the original contract as I requested.

  

  Business response

  06/20/2024

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 6/20/24.
  Enclosures were mailed with the letter but is not attached due to security reasons.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had secured a 3 year promotional interest rate from FHB on a *****, which recently expired and and then the ***** reverted to market rate.My complaint is twofold:1) On the point at which the ***** converted to. market rate interest, I received no notification, so by the time I was contacted by FHB about the 2 missed payments (of a greater amount. than my regular payment under the 3 year promo rate), which I have now corrected, the ***** has been frozen. I received no advise of the end of the 3 year promotional rate.2) In being contacted by the collections department at FHB for the 2 missed payments, I called back to FHB and spoke with someone advising them that I would correct the missed 2 payments (which I have now done). However, I received repeated calls from someone named ****** in FHB collections with a message left that there was another issue to be addressed. I called back to speak with ******, and had what can only be described as an odd and strange interaction, where he didnt describe what the additional issue was, but seemed mostly interested in finding out the places I live, even though they have my address, and I was happy to update my current mailing address. All in all it was a very strange, uncomfortable and unprofessional conversation with ******.Your assistance in addressing this matter would be much appreciated. Thank you.

  

  Business response

  06/21/2024

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 6/21/24.
  Enclosures were mailed with the letter but is not attached due to security reasons

• Initial Complaint

  06/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a car loan through first Hawaiian, within it My car was totaled. The ***************** and gap Covered the loan or so I thought until the gap insurance company informed me that first Hawaiian had placed a *** on my account in August 2023. Mind you my car was totaled in March 2023. With that being said, First Hawaiian never informed me that they were placing a *** on my account. They continue to say that they said multiple notices yet I never received a single one which I open all my mail so that seems very fishy to me. On top of that why would they only ever try and send a letter and not try and call me that is another thing that seems fishy to me and like theyre trying to scare me out of money. They said they placed the *** on my account because I had a gap and insurance which isnt true. I have always had insurance. I just switch companies. I even asked when I went to make my car payment during the month. I switched if theres anything I have to do the teller told me no they will do it themselves, which obviously wasnt the case Because they added $3000 onto my loan and have now dropped my credit score over 100 points. They continue to not take responsibility for not informing me telling me that they did but again I know that they did not because if I have always had car insurance, why would I not show them the proof? Why would I allow them to place another insurance on my account if I already have insurance so I think they are not doing their job and they are just placing the blame on the customer because they dont want to take responsibility for their mistake. Especially because I have no car and they messed up my credit score extremely and its gonna take time for me to fix that. I am in the process of showing that I have always had insurance, but I want the bad credit reporting to be removed from my account because the $3000 I have not paid off on that account are simply for a thing that they made a mistake on so I should not be held liable.

  

  Business response

  06/24/2024

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 6/24/24.
  Enclosures were mailed with the letter but is not attached due to security reasons.

  Customer response

  07/01/2024

   
  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

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I shipped my car from ****** to ****** but am financing it through First Hawaiian Bank. All the documents I needed to register my car in the state including the payment needed to be mailed to FHB first so they can attach the title to send to Oregon ***.I was in contact with an employee named ************************* who was helping me through the process. I ended up sending everything to an address she provided me twice including money orders for about $328 both times. I heard nothing back from her to find out it was never received and I assumed it was lost in the mail.When I was able to recover the money again to retry registering my car, she provided me a different address and wouldn't explain to me why this address is different from the previous address after asking about 4 times. This time I wrote a check instead of a money order and requested a signature for arrival.I ended up receiving my check back from the *** saying it was already paid for. I again asked her about this payment and was ignored. I had also moved since sending my registration the first time and when registration when through, it was sent to the old address. I suspect that one of my old money orders was found and my old application was used which is why it was sent to the old address and my check was given back to me, but was completely ignored by ***** when I asked for answers. As far as I know, there is either 1 or 2 money orders in FHB possession of mine that I would like back, but because I can't get any answers from her, I'm left in the dark and would like some assistance getting answers and possibly getting my money orders back if they have it.

  

  Business response

  05/23/2024

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 5/23/24.
  Enclosures were mailed with the letter but is not attached due to security reasons.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This bank has chosen to really annoy, inconvenience, and **** me off over the past month and I am not just going to take it!Last month something started that caused me to be locked out of my account requiring a support center call. It happened again earlier this week.The other day after logging in multiple times via the website and the app my account balance was positive $81+. I knew that the next day I would tentatively have a deposit of $340+ and a charge of $30 against the account along with another charge of $188 for that day or the next day.Upon logging in to my account that afternoon I realized that my balance was off by $30 only to discover that my account was charged an errant $30 overdraft fee. Sometime after midnight they began to process batch processes and they processed all charges against the account ****************** then charged a $30 fee before finally and lastly processing the $340+ deposit to the account. Normally, their system is not supposed to charge a fee within this window for this very reason. Something was changed that made the fee charge immediately as soon their system, while still processing batches, saw the balance dip into the negative.I contacted them and they falsely noted balances of my account from the previous day to justify the fee then responded with another **** and condescending message today accusing me of not tracking my expenditures which really ****** me off and I believe that was their intention. I make entries and track all of dollar involved transactions daily, which is why I am sure about what is going on with this bank.They tried to blankly blame my EFTs (electronic funds transfers) as the reason for the overdraft, which is absolutely ridiculous and everyone has EFT transactions toward their account to pay bills, move money, and receive funds, etc.I absolutely do not deserve to be treated like this!The $30 fee and the tone along with the blame were not valid or justified and it all needs to be reversed!

  

  Business response

  04/12/2024

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 4/11/24.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear First Hawaiian Bank,I am writing to dispute the alleged debt currently being pursued by your organization, It has come to my attention that this debt is subject to the arbitration agreement outlined in the First Hawaiian Bank agreement, to which I am a party.I am aware that initiating arbitration involves significant costs, and given that your organization likely acquired this debt for pennies on the dollar, I am offering you an opportunity to settle this matter amicably before pursuing legal action. I propose a settlement amount of $6,000, which accounts for the mental distress, anxiety, emotional distress, and financial hardship that this situation has caused me.Furthermore, as part of the settlement agreement, I insist on the following:Payment of $6,000 as compensation for the aforementioned distress and hardship.Removal of any reporting of this debt from all credit reporting agencies.This settlement offer is contingent upon your prompt response and compliance within [reasonable timeframe, e.g., 30 days] from the date of this notice.In accordance with 15 USC 1692c(c), I demand that you cease and desist from all illegal activities and mediums of communication regarding this debt, including any communication on a consumer report, except for your response via mail with a settlement check or a letter notifying me of the deletion of the account from my consumer report.Should you choose not to accept this settlement, I want to make it clear that I am fully prepared to initiate arbitration proceedings. The associated fees and costs will be substantial and include:Filing Fee for both parties.Arbitration Initiation Fee.Arbitration Deposit.Legal Costs incurred throughout the arbitration process.It is in both our interests to resolve this matter amicably and avoid unnecessary expenses associated with arbitration.I expect a timely response to this notice, and I trust that we can reach a fair resolution.Sincerely,*********************************

  

  Business response

  03/21/2024

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 3/21/24.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have an auto loan through First Hawaiian Bank- in October 2023 I set up auto payments to begin December 2023. In late December, I got a notification from my credit report that stating I had a payment that was 30 days late and my credit dropped 100 points. I went into the branch to see what happened and they acknowledged that something on their end when wrong and the payment had not been pulled out. I made all payments to make the account current again, but my credit still suffered. I went back into the branch to file a non monetary form to dispute my credit remarks, the bank filled out the form and claimed they filed it, however I asked for a copy and they would not provide one. I left and called customer service in which they said the non monetary form is not on file. I have spoken to at least 10 customer service reps and been into the branch and dealt with 5 different people and I still have no answers.

  

  Business response

  03/08/2024

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 3/8/24.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My mother, *****************************, took out a HELOC loan to repair water damage in her home in June of 2022. After her home was repaired and the insurance money came in, the *** HELOC was paid off. *** then deducted $41.00 from mom's account, with her approval, to remove the lien against her home with the ********************* on 9/12/2022. Mom went to the ******* Branch of *** in mid November 2023 to follow up with them to see if the lien was removed because *** assured her that it would be. After speaking with a *** rep, mom was told that this situation was not resolved. *** person that was helping her was very apologetic because *** did not follow up on this for 15 months and would be taking care of this situation expeditiously. *** also asked my parents to follow up as well. WHAT? You want my 82 year old mother to follow up? A SENIOR CITIZEN with HEARING and EMOTINAL DISTRESS with this **** on her home ARE YOU KIDDING ME? An 81 year old father who was in **************** for 2 months this year (nearly died) and another 2 months for rehab at the Chinese Home in Palolo ARE YOU KIDDING ME?My parents are working with an attorney to create a TRUST and their home is part of that BUT, because there is a **** on their home when there shouldn't be, the TRUST is on pause until this matter with the ********************* is resolved. *** has been apologetic with regards to this situation but this waiting for ********************************************************************************* WEEKLY. I will also follow up with the *** now that I have a copy of the check that was paid to them. *** said they may be able to help with the CHECK# provided by ***. This has turned into a nightmare for my elderly parents as well as my sister and I. All we are looking for is for *** to get the **** DRAMA cleared up!!! After that maybe we look for another bank HELP PLEASE!

  

  Business response

  12/29/2023

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 12/29/2023.

  Customer response

  01/09/2024

   
  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,
  
  *********************

  Customer response

  01/10/2024

  I appreciate the BBBs involvement with expediting my request to a speedy resolution thank you all so much youve made a difference!

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to seek BBB's assistance to resolve the issue with First Hawaiian Bank. I am Japanese, a resident of ******, and a long-time customer of **********************. I filed the dispute case 2307190030C this July regarding a dog food purchase made online for $214.53. I filed a dispute claim on July 15th, stating that the dog food made my pet sick, and requested a refund from the company. However, I have not received any refund from the company even after two months, and they advised me to contact the bank for further investigation. After several correspondences, *** once refunded money but later reversed back money, stating the dispute was declined. I called the *** dispute center in October and was advised that the case was denied due to insufficient information. The representative asked me to send all documents to *** or one of the branch offices. I sent all documents to the *** address by certified mail. The record shows it was delivered on 11/7. I have not heard anything for three weeks, so I called the dispute center on 11/28. After waiting 10 mins, the representative said my case was denied due to not received information at a specific time. I explained that I called *** in October and sent all the documents by certified mail. She said she only requested the supervisor to see if they could reopen the case. I asked whether any actions were taken for the last three weeks since all the documents were received, but she did not answer my question. I contacted the *** Japanese helpdesk to seek assistance on 11/28; they acknowledged and said to relay the message to the proper department. But still no response from ***. ***'s customer service was terrible and unprofessional. I will change to another Bank once this case is resolved. I can't trust *** and seek assistance from BBB to resolve this case. All documents are attached.

  

  Business response

  12/15/2023

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 12/15/2023.

  Customer response

  12/21/2023

   
  Complaint: 20964705
  
  I am rejecting this response because: the case is still under review and not resolved. 
  
  Sincerely,
  
  *****************************

  

  Business response

  01/12/2024

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 1/12/24.

  Customer response

  01/18/2024

   
  Complaint: 20964705
  
  I am rejecting this response because: the case has not being resolved yet. Until the response from merchant is finalized , the case is still pending . 
  
  Sincerely,
  
  *****************************

  

  Business response

  01/31/2024

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 1/31/24.

  Customer response

  02/01/2024

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

*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. ↩