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February 2024 by Ray Cruz
Horrible service ? ? first they tried to charge me for cashier checks. When I get them free thru my account, I had to explain to the clerk these. They, being an employee, would think they would know their own policies. After this, the clerk continues to say I'm gonna go ask my supervisor if im correct which i was, and then she had me waiting for a while. After I get my cashier check and leave the premises, 10 min later I get a called saying my cashier check was voided and not only am I force to drive back but they are just closing and the employesd inside where ignoring me telling that the bank is close. I finally convinced someone after 3min of explaining to them that they themselves called me to come back. Just to tell me that my cashier check is not voided and they took care of the problem after having me wait outside the bank for another while wasting valuable time of mine. What a circus show I tell you.
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November 2023 by Yelper Lou MC
I used to bank here a while ago. I didn't have problem. Because I like this location with parking.
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October 2023 by Lisa lisa
The security gal is always so nice! She does a lot more and directs people to safe deposit box, teller lines and new accounts.
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October 2023 by Irene M.
Banking on banking...As many things are turning more virtual or self served banking is no different as I received my new card to be replaced you need to call it in to activate which I did though found it unusable at a couple of places.I usually avoid this location as it has been a nightmare just to get answers and today is no different as I did see long lines again...sigh so I decided to go to the information desk instead.The gentleman was a delight and seems like the concierge of the bank and I was lucky that no one was there at the moment as he did take care of my situation and answered a bunch of questions as well. Made the changes and even got to prompt the cue to my phone as it wrang while I was walking out the door. This type of service is why I decided to take my business to FHB and it somehow fell and got lost along the way.There are still many many issues here I really hope to fix and I'm inches away to changing banks as some perks is what drew me here as Priority Banking is basically non existent as as this location is going under massive renovation I'm hoping some will go internally as well as it's just still in need of improvement.Thank you!
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September 2023 by Victor Lo
The lines are slow as hell and workers drag feet and take their time.. avoid coming to this branch at all cost. Will never do business with FHB again.. sticking to CPB and BOH.
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August 2023 by Leonardo G.
Shelby can't be a supervisor. The girl talks to you like she's better than you and she doesn't know how to address issues. She was completely wrong about my issue. Rolled her eyes, rock her head like she was talking to her high school friends. She needs to get let go. When I asked her name she gave me more attitude. I don't like to waste my time calling peoples supervisors but this time I'm going all in. She's horrible
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July 2023 by Ry C.
How many bankers and supervisors does it take to issue a new debit card at First Hawaiian Bank? Literally over 10! I don't even want to know how many people it takes to change a light bulb there!TDLR; Bank kept screwing up and is unable to issue a debit card to the correct living person.A family member passed away, and my request to have a card issued in my name so I can handle my loved one's estate is too difficult for FHB. I requested in person, a debit card to be sent to me last month, and FHB proceeded to send the card to my deceased family member's address despite the fact I provided them a new address and identification...all while being told I would have to wait 7-10 days for it. Well, 10 business days later, after numerous calls, I was told it wasn't sent to me at the address I told them to mail it to. Then, I was told I would have to pay expedited costs for shipping for the bank to ship the card to me, despite the fact they were the ones who sent it to the incorrect address in the first place. The expedited fees were waived, and they resent the card..BUT, when I received the card, it was addressed to my deceased loved one, and the card had the name of my deceased loved on it. Yet, after numerous calls and being put on hold, they are re-sending a card a THIRD time, hopefully to the correct address and with my name on the card. It is salt in the wound, and it reeks of utter incompetence that the bank would send a card to my deceased loved one despite the fact I let them know that they passed away, and that I need a card issued in my name to my address to handle my deceased loved one's affairs. There is no language barrier on my end, and I was clear and concise in exactly what I needed. It should not take multiple times for a bank to issue (and re-issue and re-issue..) and mail a debit card to a customer. It is an easy and common request, but, for FHB, it deemed too difficult and it took up a lot of my time with numerous calls and not one single follow-up call. I personally bank elsewhere, and when I need a debit card, I just make a call, and they overnight the card to me wherever I am (even overseas). I have no idea WTF they're doing at First Hawaiian, but maybe hiring staff with more attention to detail, compassion, and efficient use of time would go a long ways.Yelp doesn't allow me to give zero stars, so one underserving star it is.
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June 2023 by Holly Vaughn
If you are from the mainland and you are thinking about setting up a checking account here be aware that it will take 10 business days to get a debt card in the mail, they do not have zelle so any transfers to any other account takes over 3-5 business days. Everything seems a little slow and not very organized I was having issues with the online banking app as well.
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April 2023 by Kendall Fukumoto
Older woman Bank teller very rude. Told to tell me to exchange my old bills anywhere else but First Hawaiian Bank. I said I would like to to it at bank because that’s the most logical place in my opinion. Then she said she’s not trying to argue with me and wouldn’t listen to my request and basically was standoffish and irritable. I left without arguing too much because as always there’s a Disneyland sized long line behind me and I didn’t want to be rude and cause a scene and make the others behind me wait longer on their lunch break.I called FHB Kapiolani branch to ask to speak with a manager there and was put on hold for about 15 minutes. When I finally talked to someone they said that the manager is busy and would call me back asap. I waited patiently for 22 hours (11:55 am, March 28 to 10:07 am, March 29 and still no call back.I’ve been with First Hawaiian Bank off and on for over 30 years. Their customer service has gone downhill over the years and their employees really need to be more kind to their customers.I’m really upset at how they treat customers and I also saw the teller next to me not being able to assist an older lady customer of theirs properly.I’m very disappointed in First Hawaiian Bank.
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March 2023 by Kendall F.
I don't like posting bad reviews. I usually just do t post anything if nothing nice to say. But this last trip made me furious. I simply asked the teller if she could exchange some older design $100 bikes for the more current ones because the exchange I'm going to use on a trip for a vacation will not take any older bills. The teller then told me they don't have new bills. And I said soooo you only have this old print bills that i just gave you? She said she doesn't have brand new uncirculated bills. I said I don't need them to be uncirculated, I just need the newer print bills please. And then said, "sir I'm not trying to fight with you." Who is fighting??? I told her she's not listening to me. And then she said I can go anywhere and try and exchange them for new bills. I said "so you're telling me to go anywhere but Amy bank can't do it?" Unreal. The teller next to me just kind of was rude to this older lady also. What's wrong with you First Hawaiian Bank? Where's the aloha? I gotta go find that somewhere else too? LolI called and they said they are swamped and would call me back asap..... They didn't! Thanks for keeping the Ohana! Disappointed
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February 2023 by H L.
Just came to FHB-Kapiolani branch today for new account and loan status and the experience is excellent. I waited for around 15 minutes and got helped by a really knowledgeable staff. It's difficult time at this moment, and it seems like short-staff issue is everywhere including this bank. However, they try their best. Workers here including security guard are very nice and friendly. Imaging i could sit in front of the TV watching Super Bowl or youtube videos for 2hours, then waiting to get business done not gonna be a big deal. Thanks for outstanding service today.
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January 2023 by Mason Wong
People keep cutting in line. Tellers do nothing.
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December 2022 by Richard S Lee
put a hold on a cashiers check for 7 days!!!! Its a cashiers check, it guarantee by the bank that issued it, why do you need to put a hold on it. Called over 4 times for a branch manager to call back, no call back. Requested for hold to be released, now Im waiting on the 4th day, and still nothing resolved. SO FRUSTRATING!!!!!!!
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December 2022 by Babs S.
Worst time in line of any bank.. bust best of customer service.. the tellers are super helpful and concerned.. compared to the bank next to Walgreens, so much more experienced,, those guys are idiots.The customer service gets 5 stars here.. the wait doesn't even get a star.. be aware if you're simply in line to get a roll or quarters, you'll wait for at least an hour.. Hire some more people.. you're a bank.. you can afford it..
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November 2022 by Randall D.
Slowest bank on the island. No sense of urgency by staff. Wait for service is usually 45 mins or longer. Stay away from this location at all means.
