First Hawaiian Cutters

I’ve been a costumer of FHB for over 30 years. The service has just plummeted. If you need any help, you need to go the branch and wait because the phone help is so terrible. If you have an IT problem, good luck, because the branch can’t help you and the phone and online help is so terrible, expect to wait 1 hour plus to get help. This wouldn’t be so bad if they didn’t say “you will be helped in 30 seconds” for35 minutes. I know it said “seconds” because it restarted 30 seconds every 5 minutes. I even gave a grave 5 minutes when it didn’t pickup after 30 minutes. It’s terrible to drive to the branch, wait in line to ask the question before you’d ever be helped via the phone. Also, so much cannot be done online, if you have a question, a lot of times it’s call our number. I guess FHB never heard of under promise over deliver, don’t quote me some rosy time and then not deliver, I rather get a clear estimate and know I should’ve just driven in than wait near an hour, before needing to drive in anyway. The recent debit card doesn’t work reset your pin has also been a massive headache. I’m ready to take my money out and move to a credit union it become so bad.

Going to close my personal and business accounts after 25 some years. Customer service has gone down in the past year it is very bad. The banking hours have been changed so you cannot make business deposits on a Friday after 4:00pm. No return emails, phone calls, I made a business account deposit at a main branch on 11/16/23 from a local bank branch Bank Of Hawaii. Normally money would be made available the next business day because it is a local bank. I had some checks coming in the following day thus overdraft fees is this done on purpose. YOU BET YA Do not open an account and close all that you may have. Also spoke to a MNGR at the University branch ALEX He was very rude and condescending.

After banking with FHB for over a decade, their newly changed online banking system is intolerable. Transfers are now with Zelle, which does not work with all receiving banks. Customer support could not provide a satisfactory solution after many phone calls and hours on hold. I would recommend anyone with business needs to look elsewhere.

Estimated wait time this morning was 40 min on phone. Hung up and tried again - great! This afternoon is "only" 18 minutes! 35 min later my wait time is still an estimated 8 more minutes. Total waste of time. Their "estimated" wait time is more than double and still no live person on the phone. Do they think people have all day to sit on the phone for an hour to wait to talk to someone? edit: so I finally got someone at 50 minutes and 30 seconds into the call I get cut off.....

I tried calling to ask a human about notarizing a document. There is no way to talk to a human unless you click on savings/checking and don't give your account number. The computer said current hold time would be 31 minutes. I hung up the phone. I will never give this bank my business. What total incompetence!!!!!

First Hawaiian Bank ignoring Small Businesses during the COVID19 Crisis. I am so disgusted with First Hawaiian Bank. I run a small locally owned business. We have been struggling like many other businesses due to the COVID19 pandemic. Once the Stimulus Loan for the Small Businesses was approved, we emailed Mitchell Kaaialii about it right away and applied when the Paycheck Protection Program PPP was first available on April 2nd 2020. Since then I haven't even heard one word of communication from Mitchell Kaaialii, not one. No phone calls and no emails. I emailed Mitchell several times with no response. I tried calling Mitchell, the branch, and even his assistant Melinda Gonzaga and they aren't even accepting voicemails or answering calls. Meanwhile the PPP has run out of money and big corporations were able to get approved for that money with ease. I'm incredible frustrated as First Hawaiian Bank has shown me that they don't care about Small Businesses or the little guys, only the rich and large corporations, even during a global pandemic. They don't care to respond or communicate with their clients and they think it's perfectly fine to ignore them completely which is totally unprofessional. The fact that there has been no communication in weeks is unacceptable and there are no excuses for that. I'm still running a business from home and answering my customers emails, phone calls, and taking care of them. If a Small Business like me can do that, why can't the biggest bank in Hawaii do that as well? Because they simply do not care and their attitude is as lackadaisical as ever. First Hawaiian Bank has no sense of urgency at all to help anyone during this crisis and it sickens me to my stomach just thinking about it. I have several employees and families who were relying on that money because although we are in operation, business in general has slowed due to COVID19. I have to tell them they won't be getting any of the PPP money because First Hawaiian Bank didn't do their job. First Hawaiian Bank completely ignored Small Businesses like mine and probably thousands of others as well during a global pandemic. They purposely and willingly chose not to even give me any communication about the PPP loan I applied for. I have never been more disappointed in First Hawaiian Bank in my life.

Once again First Hawaiian Bank is working at NOT being customer service oriented more than they are at putting road blocks up for everything you do. 1. I have a safety deposit box, I have paid for it for years and years. 2. I want to change the name from my personal name to my trust. 3. In order to do this I have to close the box, take all of my things out for 24 hours, go back to the bank the next day and put the things back in the exact same box, JUST so the name can change. I have a safety deposit box for exactly what the name says SAFETY. So First Hawaiian Bank in all of its' common sense thinking feels that it is OK for me to take those things I want kept safe HOME with me for 24 hours and risk that something could happen and then I can come back the next day to put it back. This is for a name change only. They told me that their department of compliance says this is the only way we can do a name change. Does this sound crazy or what? They say it is because it is a "new" owner and therefore the old owner has to take their things out, close the box and reopen it the next day. My trust is my name, but FHB does not see anyway of making this happen than to close the box, have me take my things and wait 24 hours before changing the name. Anyone else out there think this is ridiculous?

I've been a customer of this bank for over 20 years. I saw the changes on how they treat customers. I stayed with FHB because back then, the employees in the branches I dealt with were decent human beings that have related to my needs. Back then, the braches I dealt with were the embodiment of "Yes" when I needed help with loans, even during times when my financial situation was questionable. All the loans I have made in the past were paid off. Fast forward to the present times, my financial situation have improved, but I've been getting a lot of indications that this bank is not looking out for my best interests any more. For a bank that prides itself on using the word "Yes" in their motto, I've been running into a lot of "No"s the past couple of years dealing with them, whether I'm a loan number request or a banking service to help me pay bills. They are slow on the "Yes" when I need help, but quick on the "No" and the charging of the fees. Maybe a motto change is in order to better reflect what they're about these days.

These guys are terrific. At first they weren't sure whether it was the brakes or the suspension making the squeaky noise, but they offer free inspections and turns out it was the brakes. No hassle repair. They had me in and out in less than an hour. -and with free coffee and pastries, AND free high speed wifi in their deluxe waiting lounge, it flew by. One lady was even offering foot massages. I LOVE THIS BANK!

Wow, how do they stay in business? Attempted to get a cash advance on a credit card and this branch refused. Why, you might ask? Oh, the credit card had no indentations. Clerk said they can't run it through the "thing" without the indented numbers. Uh, just write the numbers down.