Complaints

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  COMPLAINT:My account parameters and/or options has been changed without cause or notification(s). DETAIL(S):After 20 years of membership, I'm suddenly unable to overdraft on this account. I have NOT been notifiedin any waythat changes were, or have been, made to said account.

  Business response

  11/12/2024

  Attached is our response to ******* ***** dated November 7, 2024

• Initial Complaint

  08/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I notified Bank of Hawaii to close a number of checking accounts, credit cards, and debit cards, on 05/12/2024. I received a call by their staff about a week later, in which I verbally reconfirmed the request. The majority of the accounts were closed on 05/21/24. However one checking account was not closed. I subsequently learned BOH charged that account service fees on 05/21/24, and again on 06/24/24. I did know this until receiving a threatening letter demanding payment; the letter also stated *** been reported to a credit agency.I also learned subsequently that one credit card was not cancelled by ***. I was charged a $99 fee on 06/30/24. This was not made known to me until I received an electronic statement on 08/11/24.

  Business response

  08/17/2024

  Aloha BBB,

  Attached is a copy of Bank of Hawaii's response letter to ********************.

  Please confirm that this case can be closed.

  Thank you,

  *************************

  Bank of Hawaii

  **************

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Following is a copy of the email I sent to Bank of Hawaii:Checking account number: *********** Routing Number: ********* Dear Sir/Madam:For many, many years I banked with BOH. In 2016, we moved from Hawaii to the ****************. Prior to our move, I sent a change of address form to the post office notifying them of our move. Now, seven years later, and looking for an old address, I find out that the account remains open and that we are being charged $619.03 as of November 17, 2023, for a Revolving Credit Line. Does this mean that in seven years they have been sending statements to my old address and none were returned. I do not believe that.I spoke to **** on 11-15-23 and he took of $80.00 in charges. Then on 11-17-23, I spoke to ***** and she said she would investigate. **** called me this afternoon and said that the best that they can do is zero out both accounts by giving us credit for 24 months. 24 months? For an account that should be closed since 2016, I have been charged $20.00 per month since 5-31-16. When the checking account amount run low, then you added another $25 per month for Loan Payment. After a review of my statements and taking into consideration that Paypal made one withdrawal of $68.94 on 9-27-18, I am requesting that the remaining balance of $748.50 after the withdrawal from PayPal be returned to us and that all fees after that transaction be removed from our account.This is the only fair way to deal with this unfortunate situation, not caused by us but by the negligence of your bank.For your information, I am filing a complaint with the Better Business Bureau and forwarding them a copy of this email.I have attachments I would like to send you but there is no place on this form.

  Business response

  12/18/2023

  On 12/18/2023, a cashier's check and response letter was mailed to the customer. Please see attached copy. 

  Customer response

  12/26/2023

  Good afternoon,

  This is to inform you that our complaint has been resolved.   Enclosed please find copy of the letter sent by Bank of Hawaii.  We are also in receipt of a check in the amount of $1248.54.

  We thank you for all your help in obtaining a resolution and apologize for the last response.  We just received the check today.

  Thank you,

  ***** and *********************

   

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11 June 2023 at about 10 PM, my wife ************************* went to the Times Supermarket in ********. After completing her grocery shopping, she took her groceries the Cashier for payment. She tried using her Bank of Hawaii debit card to pay for about $171 of groceries but the debit card was denied. She tried using her debit card to withdraw $200 from the *** located inside the Times Supermarket but the *** issued a receipt showing $0.00 in our Bank of Hawaii checking account. ****** was instructed by the Time Supermarket Cashier to take the groceries to ******** Services where she called me to come to Times Supermarket. I quickly drove to Times Supermarket and paid for the groceries with one of my other credit cards.On 12 June 2023, I visited the Bank of Hawaii *********** in ******** and asked the Bank Teller why the debit card had been denied when we had about $5,000 in our checking account. The Bank Teller said the Bank of Hawaii credit system was not working at the time ****** tried using the debit to pay for the groceries and withdraw $200 from the ***. When I came home from my visit at the Bank of Hawaii ***********, I called Bank of Hawaii ******** Services and told the Bank of ********************** ******** Services Representative what had happen and that ****** was very embarrassed and does not want to back to the Times Supermarket. I asked the ******** Services Representative would it be possible for Bank of Hawaii to issue a letter which ****** could show the folks at Time Supermarket that her debit card was denied due to the Bank of Hawaiis credit card system not working. The ******** Services Representative said there was nothing the Bank of Hawaii should or could about the matter except fix the Bank of Hawaii credit card system. Before this incident, ****** went to the Times Supermarket several time each week. Now she is too embarrassed to shop at the Times Supermarket.

  Business response

  07/05/2023

  Dear BBB,

  Attached are the response letters from Bank of Hawaii.

  Thank you,

  *************************

  **************

• Initial Complaint

  11/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On August 27,2022 I used my HawaiiUSA FCU atm card to attempt to make 2 withdrawals from a Bank of Hawaii ATM machine. I successfully withdrew $300 from my savings account and attempted to withdraw an additional $200 from my credit union checking account. This second attempted withdrawal was denied with a receipt stating there is a $300 limit per day on the same atm card. On August 29, 2022, I noticed my credit union deducted $200 total from my checking account for the denied withdrawal attempt. HawaiiUSA FCU assisted me in filing an ATM withdrawal dispute form. I received temporary credit back after about 10 days from my credit union with a letter stating that it was temporary pending final resolution. The letter also stated that they have 45 calendar days to resolve the dispute. To date Bank of Hawaii has not replied. What is alarming is their complete lack of concern in this matter. I suspect there may be numerous unsuspecting people who receive an atm receipt denying withdrawal for whatever reason only to have their account debited for the amount. Based on the lack of concern I am experiencing from Bank of Hawaii the error would likely not be caught if I did not bring it up. It has been 61 calendar days and I have not received any confirmation of a final resolution. How long should it take for them to realize their own atm policy prevents anyone from deducting more than $300 per day per atm card? Please look into this matter. Their atm machines are erroneously deducting funds from peoples accounts. It may not be intentional but in this computerized world how could this even happen?#*** BANK OF HAWAII **************************************************** Card 11 #**** ATM ATM94715 Date 08/27/22 @ 17:15:47

  Business response

  11/18/2022

  Dear **************,
  

  This letter is in response to the complaints you filed with the ************************************ and the Better Business Bureau, which we received on November 1 and November 3, 2022.  We apologize for any frustration caused by using our ATM to make your withdrawals.   In your complaints, you indicated that you had conducted two ATM cash withdrawal transactions from your HawaiiUSA FCU account at a Bank of Hawaii ATM on August 27, 2022.  You indicated that the first cash withdrawal, for $300.00, was successful, however, the second cash withdrawal, for $200.00, was declined, and you received a receipt which stated that there is a $300.00 per day limit when using the same ATM card.  Later, while reviewing your HawaiiUSA FCU account balance, you noticed that the $200.00 withdrawal was deducted, and you filed a dispute with HawaiiUSA FCU.    
  

  Through our investigation we determined that an electronic fault occurred on our ATM when your $200.00 withdrawal was attempted, which allowed the transmission of the $200.00 withdrawal to appear as being successful.  As a result, your HawaiiUSA FCU account was debited $200.00 for the withdrawal.  
  

  Although you filed a dispute with HawaiiUSA FCU regarding this erroneous withdrawal, Bank of Hawaii has no record of being notified by HawaiiUSA FCU that the transaction was being disputed. The error was identified through our internal ATM balancing process conducted in mid-September.  Upon discovery of the error, Bank of Hawaii processed an electronic entry to pass the $200.00 credit to HawaiiUSA FCU on September 20, 2022, and the matter was closed on our end.    
  

  Please contact HawaiiUSA FCU if they have not resolved your dispute yet, as regulatory requirements dictate specific timeframes for dispute resolution.

  We regret that our ATM faulted during your ATM withdrawal attempt and apologize again for any inconvenience that it may have caused you.  If you would like to discuss this matter further, please feel free to contact me directly at **************.  
  

  Sincerely,

  *********************
  Senior Vice President
  Director of Operations, Client Solutions

  Customer response

  11/21/2022

   
  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

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 16th First Hawaiian Bank debited my checking account from the ***************** for $600.00. My auto loan account #***********-00001 was not credited with the $600.00 payment. When i called the first time i was told by customer service that the online banking was not working properly but they could see internally that i made the payments and my account was credited and it would be updated once the online banking error was fixed. Forward a month later is was still not updated and i called again and they said they had not received payment the month of June. At the time i was still living in Hawaii and went into the Pearl ***** location and spoke to ***************** who works in customer service and she said she started a ticket to get this resolved and i emailed her may bank statement and electronic payment receipt. i waited a week and never received a call back and sent 3 follow up emails to her requesting a update and i never received a call back or email informing me what was going on . i called again around 10 days ago and talked to customer service and they said they sent a urgent message to the loans department to get this resolved and have them reach out to me and i have not heard back from them. 3 days ago i called and i actually got someone from the loans department and i sent them all the supporting docs and they said they sent it to their supervisor and i would get a call or email by the end of the day. Shockingly 3 days later i have still not heard back and my account is still not credited.Please help me get this issue resolved this bank is clearly ignoring me and i feel as if my money has been stolen from me. I am a good customer and am 6 months ahead on my payments and do not deserve the stress that has been imposed on my by this.Thank you for your help,V/R SSG ******************************** Army

  Business response

  08/24/2022

  Aloha BBB,
  
  Per my conversation with ****, we are informing you that for this BBB complaint, we were unable to locate this customer with a BOH loan on our system.  It appears that client used his ***************** account to pay First Hawaiian Bank loan, both which are not Bank of Hawaii.  Please confirm with the client if this complaint should be directed to another financial institution.
  
  Thank you,
  *************************
  Bank of Hawaii
  **************
  

  
  

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