-
December 2023 by Blue Koala
The Kailua branch has terrible service ……the branch manager was unwilling to help us refi a loan to save our house I tried to ask questions to remedy my situation but didn’t get much of a response from them because of poor follow up I have managed to pay the loan back …..but now since you paid them their money …..it’s still a challenge to get the last piece of the paperwork done……take this from experience don’t do business with them
-
December 2023 by Marika Hughes
There is no way to get hold of customer service per email. Next we tried to call...patiently waited 17+ min and each time their phone hung up after 17min30sec. Numerous attempts same result
-
November 2023 by john day
Anna Lui, who’s been our bank manager for a couple of decades, was one of the nicest and most diligent persons you could know. Having read all these peoples negative words , I began to realize how what they were seeing, was just a reflection of themselves, reaping the attitudes they were sowing because in my last 50 years of doing business with First Hawaiian, they have always been awesome. So my advice to these complainers is, go back to where you came from. And take your attitudes with you.Jd
-
October 2023 by Tristen Hackenberry
Terrible Service. Do not open an account. Beware
-
July 2023 by Alika M.
I've been banking with FHB for years and have been to most branches on Oahu but have only had bad experiences at this branch (Kailua). But yesterday was the WORST! I get into the drive-up teller line at 3:39pm (yes, I always check) with 4 cars ahead of me expecting that it shouldn't take more than 20 minutes to service 5 people (they close at 4pm). I was wrong. Not only did it take more than 20 minutes to service the 4 cars ahead of me but at 4:03pm, when it was finally my turn, THEY CLOSED the window!!! By now there's another 3-4 cars behind me. And at least the 2 directly behind me got in line before 4pm. I've been in line in their branch many times when they lock the doors at 4pm to stop customers from getting in so why not do the same for their drive-up teller?! All it takes is a little effort on their part.Absolutely unacceptable way to treat your customers. This is a ZERO star review. Do better FHB Kailua!
-
April 2023 by Dora M.
The tellers here doesn't look like they want to work. Customer service is not a priority based on their lack of opening more windows. No "thanks for waiting" and no smiles when you finally get to the window.
-
April 2023 by Dustin James B.
As an established business owner of a tech company, I have no time for rude associates that go out of their way to present hurdles to opening a new account. If you don't want my business, then please just say so upfront. There is no reason to present an EIN letter when an EIN can be looked up online!I took my business (Technology partner to Siemens GmbH and businesses nationwide) to American Savings Bank in Kaneohe and was greeted (actually greeted, not made to fill out a form stating my name and business!) by a very nice and helpful person who sat me down with an equally nice and helpful person, who didn't treat me like I was unwanted. Nothing "Hawaiian" about this bank at all.
-
January 2023 by D P.
So many problems out of the Kailua Branch! It would take a book to outline them all. Heidi, who was presented as a supervisor, was rude, dismissive uncooperative and to top it off she was incorrect in her assertion of facts and requirements regarding anything to do with my now deceased mother in laws account. She says the bank won't arbitrarily deactivate or remove a person from an account (they did), she said they wouldn't charge an inactivity fee for deceased people (they are) and she said that a trust document stating powers and abilities was not applicable or worth her time to look at (she is wrong) and for an account less than 10k she said our only option was to file paperwork with probate court (well below the 100k threshold) she insisted on talking over me she admitted to not wanting to talk to me or listen and would continue to dismiss me. Admittedly I started to get loud only after being dismissed. I shut my mouth and allowed her to continue spouting inconsistent and incorrect garbage. If an actual FHB exec ever would read these I would hope she was demoted and sent somewhere to learn how to be decent.
-
November 2022 by Elizabeth A.
First Hawaiian Bank customer for 30 years Can't tell you how many days a week I come in to do business either inside or through drive through. Every single time these people are unfriendly, grouchy, slow or just plain difficult. Final straw , I had 2 deposits same amount just on separate slips since I had been unable to drop the first one earlier . Teller at drive through asked if there was a car behind me , there was . Said I had to drive around again to do the same deposit ?? Seriously.. said it took too long system changed . Her manner and how she handled it was beyond frustration And requ plain ridiculous, I took it back threw one slip away and initialed total amount and added the second . Time to change banks !!
-
October 2022 by Dani T.
After over a decade with fhb, I made the decision to move my business acct to Bank of Hawaii. Rude/terrible customer service. And looking at the reviews, it's clear it's a problem. Today, I went to open an account for a non profit. I spent an hour on hold to get a list of what we needed to open the acct. She said Articles of Incorporation, Federal EIN, and a copy of the minutes, signed by the secretary or qualified member. She said that only those wanting to be a signer on the account needed to be there, but if they couldn't come we could add them later. So I go and wait a while to be seen. First, she tells me sorry, the secretary needs to be present. I explain that's not what I was told. She goes and discusses with someone for 10 minutes. She comes back and says ok, but now the issue is, the minutes were not signed by the secretary. So I tell her again, I was instructed it needed "secretary or qualifying member". She says that's not acceptable and they can't open the account. I tell her that considering I'm already there, after being given incorrect information, could she consider opening the account and I would come back Monday to bring bring a replacement signature page. Answer was no. So I left, went across the street to Bank of Hawaii, and they were happy to help me. FHB, you had all the critical legal documents needed from a customer with an established history. This was a minor unimportant technicality. Here's my issue FHB. The world is stressed out and short handed. It is twice as hard, and takes twice as long to do anything. We all should be working together to make things easier when we can. There is a lot that is beyond our control. But when there are things within our control like this situation, and someone chooses to make things difficult, it is especially frustrating. Sadly, because I had to go to BOH it's now inconvenient to have my business account at FHB. So...I'm moving to BOH. FHB you need to see what is going on at this branch.
-
October 2022 by Bree Anna Engdahl
I wish I could have researched this bank first, but didn't have the opportunity. Everything about it is so slow, long, slow lines in every branch I've been in, one hour and fifty-one minute wait times to talk to customer service, over a month to get my ATM for savings, and fourth week of waiting for debit card! Come on FHB??!?!?!?!
-
August 2022 by Papio K.
FHB Kailua is the worst branch I have been to. Tellers are all grouchy unless you know them and then they talk story while people are waiting. I've been banking with FHB a long time and I went to the business line just to cash a check and the young man told me I couldn't use the business line to cash a personal check. I was the only person in the business area and I cash checks at the biz line at other FHBs. He was rude and sassy and condescending maybe because I was in shorts and a tank top. I've been to the Kailua branch on many occasions and they've been rude every single time. My last visit convinced me to not ever go back. poor management is what I believe to be the cause.
-
August 2022 by W. T.
For such a large bank the customer experience is awful. I'm not saying people aren't nice... But every time I go in there is a loooooong line and ONE teller. It takes FOREVER here. I'll be looking into opening a business banking account elsewhere. Too bad, I really wanted to like it here.
-
June 2022 by Laura Bennett
Very unhappy with slow service as counter had only two clerks & a dozen people waiting.
-
June 2022 by puion Cheung
Old and friendly.
