Complaints

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:03/28/2025

  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.

  First Hawaiian Bank placed a forced placed insurance policy on my auto loan which is now paid in full. Because the auto loan monthly payment only included the amount for the car itself without the forced placed insurance, when the loan amount was complete, I still had a remaining balance for the insurance policy. I have been in contact with personnel from the loan department since last year **************************************************** with a month by month break down from when the forced placed insurance started until it ended which I have requested several times. I have also submitted proof of insurance for several time periods upon their request and as of yesterday 28 March 25, the agent I spoken to "*****" has told me she doesn't see any of those documents in reference to my account. I have also been told on multiple occasions that I would receive a follow up email or phone call regarding the information I have requested and have yet to receive anything. I would also like to request all telephone conversations between myself and any loan representatives I have spoken to since January 2024. I would like the balance on my account to be deleted/relieved and for the title of my vehicle to be mailed to me since they are holding it until i pay the forced placed insurance balance.

  

  Business Response

  Date: 04/07/2025

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 4/7/25.
  Enclosures were mailed with the letter but is not attached due to security reasons.

• Initial Complaint

  Date:01/18/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 @ 12-23-24 I had to close my checking (hacked according to call from ***) and open a new account. Tho FHB Mililani helped with transferring all my deposits to the new account (DFAS, VA, State, and SS) I have YET to get a new Debit card ... 2 promised, none yet. So I live on my CC in the mean time (nobody wants checks anymore). I don't know what the problem is - but it's been a month now since I have had access (DC) to my checking account. I have over $250K in FHB. They really **** right now.

  

  Business Response

  Date: 01/28/2025

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 1/28/25.

  Customer Answer

  Date: 02/04/2025

   
  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

  Date:01/07/2025

  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 have a credit card account with **********************, my online banking has been locked out since early December 2024 because I was trying to make a credit card payment using external transfer, the transfer was canceled and I was asked to contact customer service which I did so instantly. I was told by a representative to send a bank statement of the account I was trying to make payment from to an email and I did that as instructed. I called back the next few days to see if my complaint has been resolved but I was asked to send a letter to an address in order for my online banking to be reinstated. I sent the letter twice and no one ever called to get back to me, just for me to call and they asked me to come to a branch of which they know fully well that I am no longer living on the Island. I have missed a payment on my card because Ive not been able to access my account which is totally unacceptable cause I have done everything that was asked of me and my online banking is yet to be unlocked up until this moment.

  

  Business Response

  Date: 01/17/2025

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 1/17/25.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22777669
  
  I am rejecting this response because: they said they tried to contact me to no avail.

  No one has contacted me saying they represent First Hawaiian Bank, that is just a lie.

  I sent letters twice, even had to use priority mail so it could get there fast they said they didnt receive it. I had pay to send those letters.

  Im not sending no letter again, give me a fax and Ill fax in my ID. If youre not going to unlock my online banking, then leave it. I just hope it doesnt stop my card from working properly or youre about to lose a long time customer.

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

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 used priority destination card (****************) redemption to book flights from *** to hnl on sept 8, 2024. when we checked in, the reservation did not exist due to a mistake of the travel agent of the ***************** and i had to purchase three tickets again at the counter of the ***. i got all the money back that was used to purchase three brand new tickets but not $105 (35 ticketing fee *3 passengers). I called multiple times but they said they will send it but it's been almost 4 months and i have not got 105 dollars back. The person I dealt with was ****** ****** and she said she would take care of this. The case number with cxloyalty is ********. i was promised this money but never received it. please see the attached 35 ticketing fees per passenger. i initially filed a complaint against ********* (*****) but they informed me that they cannot locate my reservation as I made it through fhb so i am filing this complaint again, now against ***.

  

  Business Response

  Date: 01/09/2025

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 1/9/25.

  Customer Answer

  Date: 01/13/2025

   
  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

  Date:12/06/2024

  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.

  First Hawaiian Bank has restricted my access to external transfers yet again, without any explanation. This is the third time in the past 12 months that this has occurred. Each time, *** had to call customer support, provide my details, and spend over an hour resolving the issue.Despite my efforts, Ive never received a clear explanation for these repeated restrictions. Over the past year, Ive transferred less than $6,000 from my *** account, so this level of scrutiny seems unnecessary.I kindly request that my account be unlocked. As someone who works in the mornings and cares for a baby in the afternoons, I simply dont have the time to spend hours on the phone resolving issues caused by the bank.

  

  Business Response

  Date: 12/16/2024

  Attached is the Bank's response to complaint ID ******** which was mailed to the customer on 12/16/24.

• Initial Complaint

  Date:09/19/2024

  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.

  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 Answer

  Date: 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 Answer

  Date: 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

  Date: 09/27/2024

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

  Customer Answer

  Date: 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

  Date:08/30/2024

  Type:Order 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.

  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

  Date: 09/06/2024

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

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date: 08/28/2024

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

  Customer Answer

  Date: 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

  Date: 09/12/2024

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

  Customer Answer

  Date: 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

  Date:08/01/2024

  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.

  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

  Date: 08/16/2024

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

• Initial Complaint

  Date:07/05/2024

  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.

  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

  Date: 07/12/2024

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