ComplaintsforFirst Hawaiian Bank

• 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,
  
  ***** *****

*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. ↩