ComplaintsforFirst Hawaiian Bank

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For at least a month now I've been unable to log into mobile banking AT ALL!! Every time I try I get this pesky thing asking for my phone number or email for verification. I already did this to set up the account when I ****************** opened it, I am NOT doing this AGAIN! EVER!! Take this stupid thing OFF my account NOW!! There is no reason I should have to jump through that many hoops JUST to manage access mobile banking.Because I've been unable to access mobile banking, I've been trying to keep track of my transactions by hand on a spreadsheet but now all the sudden my card keeps getting declined and when I tried to check the balance it says I somehow have like -$7. That's like over $123 LESS than there SHOULD be! I can't even find out why because I can't get into my account to see where the money went.If you do not lift this security restriction thing from my account I will be leaving FHB! The whole reason I switched to your bank to begin with was because my previous bank locked me out of mobile banking and refused to let me back in. You've done it differently, but this is still very much the same issue! Everything was fine before you added this re-verification nonsense! There is NO reason to do this and I refuse to! Attached is a picture of the offending screen. The cancel button doesn't even seem to function because all it does is send me back to the login (which also apparently doesn't work because it just sends me back to this horrible screen).

  Customer response

  09/26/2024

  It's been about a week and they haven't answered. There is now money MISSING from my account and I can't even log in to see where it went! I have been trying to keep track, and according to my records there's over $200 missing!!! This is really not cool!

  Customer response

  09/26/2024

  I was wrong! They sent me a second overdraft notice and apparently they can't do math! This overdraft never actually happened and $14-$2 is not -$8!!!

  

  Business response

  09/27/2024

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 9/27/24.

  Customer response

  10/01/2024

   
  Complaint: 22311848
  
  I am rejecting this response because:

  Let me be crystal clear: I will never provide my email or phone number for your "added security"! I don't care how secure it is! MFA would be fine if you used an authenticator, but it's not cool to force me to use my personal email or phone number! There are good ways of doing MFA. This is not one of them! What was wrong with a password (and I was using my fingerprint)? I do not accept your answer because you didn't resolve anything! If I'm such a value customer, then give me access to my account. It is my account, and it is my money. I did not ask you to lock it behind this "added security" nonsense! This does not make me feel like a very valued customer! If you appreciate my business at all then take your "added security" off my account immediately!

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

• Initial Complaint

  08/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  8/9/2024 $1000.00 This was a fraudulent scam involving a Complex Irrevocable Trust.Company refused to take liability for one of their customers, which they verified as a real and true person.Company refuses to use their bond and insurance to recover the funds.Company refuses to supply their underwriting company and information.

  

  Business response

  09/06/2024

  Thank you for the opportunity to address your concerns.  Please find attached response.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I always had insurance on the vehicle. I sent FHB the documents that states that they are the loss payee on the last page. I shouldn't have sent all the other insurance docs that they sent me, but that was also included. FHB kept asking me for proof of leinholder. This is the same policy I had since I bought the van I uploaded old insurance pic. They are the loss payee in the first document I sent. FHB started their policy and charged me $250.

  

  Business response

  08/12/2024

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 8/12/24. Enclosures were mailed with the letter but is not attached due to security reasons.

  Customer response

  08/20/2024

   
  Complaint: 22084040
  
  I am rejecting this response because:
  

  FHB you got this wrong!!!! I made changes to my policy in July but wasn't canceled.  Attachment shows this.  I paid off this vehicle because I am sick of their ****.

  Give me my REFUND AND TITLE!!
  

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

  

  Business response

  08/28/2024

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 8/28/24.

  Customer response

  08/28/2024

   
  Complaint: 22084040

  
  I am rejecting this response because: ************ was not canceled.  My policy was and is active  from 5/25/2024 to 5/25/2025.  I made changes in July to add hired auto coverage.  Last **** says vehicle #1 Loss Payee is FHB.
  
  Sincerely,
  
  *************************

  

  Business response

  09/12/2024

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 9/12/24.

  Customer response

  09/16/2024

   
  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

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding the handling of my recent bank transactions, specifically the exceptional hold placed on two checks that I deposited into my bank account. The ****************** check, amounting to $7,000, was payment for a car that I had sold. In an effort to provide additional assurance of the check's validity, I informed the bank that I possessed a bill of sale and included the payer's driver's license number on the check for verification. The second check, also amounting to $7,000, was the result of an investment paid through a check balance transfer, for which I possess a signed investment agreement by the investors.The imposition of an exceptional hold on both checks has led to significant financial hardship and inconvenience. I was informed that the funds would not be available until the beginning of August, and to exacerbate the situation, my online banking access was subsequently locked. Despite making multiple attempts to address this issue by contacting the bank, I was consistently advised to visit a branch in person before I could access my funds or reinstate my online banking privileges. However, upon visiting the bank as instructed, I was informed that the bank could not discuss anything about the account with me.**This series of events has caused me undue distress, financial strain, and a complete lack of access to my own funds**. As a loyal and responsible customer, I expect a level of service and support that is commensurate with the trust I have placed in First Hawaiian Bank.I urgently request that the exceptional holds placed on my checks be promptly lifted to allow access to my funds without further delay. Additionally, I implore the bank to reinstate my online banking access and provide a transparent and respectful explanation for the actions taken thus far.I trust that First Hawaiian Bank will address these concerns with the utmost urgency and professionalism to rectify this distressing situation.

  

  Business response

  08/16/2024

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 8/16/24.

• 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.

*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. ↩