Bank of Hawaii’s Customer Relationship Center Manager called the client on May 5, and apologized for the inconvenience when she called our Loan-by-Phone service and was instructed to leave a message rather than route to a representativeManager assured the client that they will work to correct the system so calls will be routed to a “live” representative 24/Client appreciated the follcall from Bank of Hawaii Also on May 5, 2015, Bank of Hawaii’s Direct Lending Manager called the client and after obtaining additional information/clarification from the client, the Direct Lending Manager was able to approve the client’s Personal FlexLine applicationThe Direct Lending Manager informed the client that she will work with the Kaneohe Branch in establishing the Personal FlexLine account and that the Kaneohe Branch will be contacting her shortlyClient was appreciative of the additional evaluation and satisfied with the Bank’s resolution
Main Banking Center Manager contacted the client on March 7, and reviewed the transaction activity that took place on March 3, 2017, explained the posting process that occurred on the account during nightly processing and why the item in question was returned Client now understands the posting process of transactions and was satisfied with the explanation provided The fee incurred was waived as a courtesy
We wanted to obtain additional information before asking the *** *** Branch to research and respond to this complaint
We attempted to call the customer (*** ***) at the number provided (***) and the person who answered said she was not '*** ***'
We searched our system by the
telephone number provided and found that the number belongs to someone else (not *** ***)
Can you please contact the customer (*** ***) to confirm her contact information and have her provide the name of the business she represents so we can research this complaint further and provide a response to her?
Thank you,
Denise F*
Bank of Hawaii
***
Bank of Hawaii Lanai Branch mailed a response letter dated January 15, 2016, to the client regarding his complaintCopy of the response letter was provided via email to the Revdex.com
Our Client Relations Officer contacted the client on January 30, and February 2, and discussed the following:• CRD Officer reviewed account transaction history with the client• Client’s payroll normally posts every other Friday and client was expecting her payroll to post on 1/19/18•
Because the payroll was not credited on 1/19/18, account was assessed three NSF fees for three checks that posted on 1/19/18• CRD Officer’s research confirmed that the payroll from the client’s employer was scheduled with an effective date of 1/22/18• Client will need to inquire with her employer why the payroll posted later than normal• CRD Officer explained that this was not a bank error but as a one-time courtesy, Bank of Hawaii will waive two NSF fees. Client was informed that going forward, Bank of Hawaii will not waive future NSF fees if not due to bank error• CRD Officer provided the client with information on CoverCheck and Overdraft Protection from Savings• Client appreciated the folland was satisfied with the Bank’s resolution
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Bank of Hawaii’s Kaneohe Branch Service Manager contacted the client on May 30, and discussed the following:• Service Manager reviewed account transactions with the client• Service Manager explained that the client was charged only once for $for the Cashier’s Check fee to send the
remaining account balance to him• The $Cashier’s Check Fee is in accordance with our fee policy but as a courtesy, the branch will refund the $fee and send a Cashier’s Check to the client• Client was very appreciative of the Service Manager’s call and is satisfied with the resolution provided
Complaint: ***
I am rejecting this response because:the problem has not yet been resolvedI've not been reimbursed, Bank of Hawaii has not paid a penalty, and I still do not have credit card capability.
Sincerely,
*** ***
Bank of Hawaii’s ISB-Safeway Kapolei Branch reversed all of the fees and closed the client’s account per his requestOn August 14, 2015, the ISB-Safeway Kapolei Branch contacted the client and informed him that all fees were reversed and account has been closedOn August 17, 2015, the Branch
Manager followwith the client and confirmed the requested fees were reversed and the account has been closedThe client was satisfied with the resolution provided by the ISB-Safeway Kapolei BranchA response letter was mailed to the client on August 27, to confirm the Bank’s actions
Bank of Hawaii’s Customer Relationship Center Manager called the client on May 5, 2015 and apologized for the inconvenience when she called our Loan-by-Phone service and was instructed to leave a message rather than route to a representative. Manager assured the client that they will work to...
correct the system so calls will be routed to a “live” representative 24/7. Client appreciated the follow-up call from Bank of Hawaii.
Also on May 5, 2015, Bank of Hawaii’s Direct Lending Manager called the client and after obtaining additional information/clarification from the client, the Direct Lending Manager was able to approve the client’s Personal FlexLine application. The Direct Lending Manager informed the client that she will work with the Kaneohe Branch in establishing the Personal FlexLine account and that the Kaneohe Branch will be contacting her shortly. Client was appreciative of the additional evaluation and satisfied with the Bank’s resolution.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10765618, and find that this resolution is satisfactory to me.
Sincerely,
Robert Z[redacted]
Our Training & Support Operations Manager contacted the client on January 9, 2018 and discussed the following:- Manager apologized for the lack of follow-up and follow-through from Bank of Hawaii.- Manager will work with the client to obtain proper authorization to close client's...
deceased parents Safe Deposit Boxes and forward contents from the boxes to the client.- Issue with the client's account has been addressed and corrected.- Client was satisfied with the Bank's resolution and plan to fulfill her request for the closure of parent's Safe Deposit Boxes.
response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. A Bank of Hawaii representative called and graciously accepted the resolution I had proposed repeatedly. As I recall, they also mentioned future plans to help prevent an identical situation from occurring in the future.
Sincerely,
[redacted]
On April 25, 2016, Bank of Hawaii Client Relations Department contacted the client and discussed what transpired and provided resolution. Client was satisfied with the information and resolution provided as the desired settlement was met.
Our Merchant Services Department contacted the client last week and discussed what transpired and provided resolution. Client was satisfied with the information and resolution provided.
Main Banking Center Manager contacted the client on March 7, 2017 and reviewed the transaction activity that took place on March 3, 2017, explained the posting process that occurred on the account during nightly processing and why the item in question was returned. Client now understands the...
posting process of transactions and was satisfied with the explanation provided. The fee incurred was waived as a courtesy.
Bank of Hawaii’s Deposit Maintenance Center manager called the client on April 18, 2016 and informed the client of the following: Bank of Hawaii will be fulfilling his request to rollover his IRA account and a check will be mailed to [redacted] via certified mail.Bank of...
Hawaii informed [redacted] that the rollover transaction has been completed and a check will be mailed to [redacted]. On April 25, 2016, the Deposit Maintenance Center manager called the client and confirmed that the check was received and processed by [redacted] on 4/23/16. Manager apologized for the situation and the client was satisfied with the explanation/resolution provided by the Deposit Maintenance Center.
Bank of Hawaii’s Customer Relationship Center Manager called the client on May 5, and apologized for the inconvenience when she called our Loan-by-Phone service and was instructed to leave a message rather than route to a representativeManager assured the client that they will work to correct the system so calls will be routed to a “live” representative 24/Client appreciated the follcall from Bank of Hawaii Also on May 5, 2015, Bank of Hawaii’s Direct Lending Manager called the client and after obtaining additional information/clarification from the client, the Direct Lending Manager was able to approve the client’s Personal FlexLine applicationThe Direct Lending Manager informed the client that she will work with the Kaneohe Branch in establishing the Personal FlexLine account and that the Kaneohe Branch will be contacting her shortlyClient was appreciative of the additional evaluation and satisfied with the Bank’s resolution
Main Banking Center Manager contacted the client on March 7, and reviewed the transaction activity that took place on March 3, 2017, explained the posting process that occurred on the account during nightly processing and why the item in question was returned Client now understands the posting process of transactions and was satisfied with the explanation provided The fee incurred was waived as a courtesy
We wanted to obtain additional information before asking the *** *** Branch to research and respond to this complaint
*
We attempted to call the customer (*** ***) at the number provided (***) and the person who answered said she was not '*** ***'
We searched our system by the
telephone number provided and found that the number belongs to someone else (not *** ***)
Can you please contact the customer (*** ***) to confirm her contact information and have her provide the name of the business she represents so we can research this complaint further and provide a response to her?
Thank you,
Denise F
Bank of Hawaii
***
Attached is a copy of Bank of Hawaii's response letter dated May 12, to Mr*** *** regarding his complaint
Bank of Hawaii Lanai Branch mailed a response letter dated January 15, 2016, to the client regarding his complaintCopy of the response letter was provided via email to the Revdex.com
Our Client Relations Officer contacted the client on January 30, and February 2, and discussed the following:• CRD Officer reviewed account transaction history with the client• Client’s payroll normally posts every other Friday and client was expecting her payroll to post on 1/19/18•
Because the payroll was not credited on 1/19/18, account was assessed three NSF fees for three checks that posted on 1/19/18• CRD Officer’s research confirmed that the payroll from the client’s employer was scheduled with an effective date of 1/22/18• Client will need to inquire with her employer why the payroll posted later than normal• CRD Officer explained that this was not a bank error but as a one-time courtesy, Bank of Hawaii will waive two NSF fees. Client was informed that going forward, Bank of Hawaii will not waive future NSF fees if not due to bank error• CRD Officer provided the client with information on CoverCheck and Overdraft Protection from Savings• Client appreciated the folland was satisfied with the Bank’s resolution
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Bank of Hawaii’s Kaneohe Branch Service Manager contacted the client on May 30, and discussed the following:• Service Manager reviewed account transactions with the client• Service Manager explained that the client was charged only once for $for the Cashier’s Check fee to send the
remaining account balance to him• The $Cashier’s Check Fee is in accordance with our fee policy but as a courtesy, the branch will refund the $fee and send a Cashier’s Check to the client• Client was very appreciative of the Service Manager’s call and is satisfied with the resolution provided
Complaint: ***
I am rejecting this response because:the problem has not yet been resolvedI've not been reimbursed, Bank of Hawaii has not paid a penalty, and I still do not have credit card capability.
Sincerely,
*** ***
Bank of Hawaii’s ISB-Safeway Kapolei Branch reversed all of the fees and closed the client’s account per his requestOn August 14, 2015, the ISB-Safeway Kapolei Branch contacted the client and informed him that all fees were reversed and account has been closedOn August 17, 2015, the Branch
Manager followwith the client and confirmed the requested fees were reversed and the account has been closedThe client was satisfied with the resolution provided by the ISB-Safeway Kapolei BranchA response letter was mailed to the client on August 27, to confirm the Bank’s actions
Bank of Hawaii’s Customer Relationship Center Manager called the client on May 5, 2015 and apologized for the inconvenience when she called our Loan-by-Phone service and was instructed to leave a message rather than route to a representative. Manager assured the client that they will work to...
correct the system so calls will be routed to a “live” representative 24/7. Client appreciated the follow-up call from Bank of Hawaii.
Also on May 5, 2015, Bank of Hawaii’s Direct Lending Manager called the client and after obtaining additional information/clarification from the client, the Direct Lending Manager was able to approve the client’s Personal FlexLine application. The Direct Lending Manager informed the client that she will work with the Kaneohe Branch in establishing the Personal FlexLine account and that the Kaneohe Branch will be contacting her shortly. Client was appreciative of the additional evaluation and satisfied with the Bank’s resolution.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10765618, and find that this resolution is satisfactory to me.
Sincerely,
Robert Z[redacted]
Our Training & Support Operations Manager contacted the client on January 9, 2018 and discussed the following:- Manager apologized for the lack of follow-up and follow-through from Bank of Hawaii.- Manager will work with the client to obtain proper authorization to close client's...
deceased parents Safe Deposit Boxes and forward contents from the boxes to the client.- Issue with the client's account has been addressed and corrected.- Client was satisfied with the Bank's resolution and plan to fulfill her request for the closure of parent's Safe Deposit Boxes.
Revdex.com:
I have reviewed the...
response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. A Bank of Hawaii representative called and graciously accepted the resolution I had proposed repeatedly. As I recall, they also mentioned future plans to help prevent an identical situation from occurring in the future.
Sincerely,
[redacted]
On April 25, 2016, Bank of Hawaii Client Relations Department contacted the client and discussed what transpired and provided resolution. Client was satisfied with the information and resolution provided as the desired settlement was met.
Our Merchant Services Department contacted the client last week and discussed what transpired and provided resolution. Client was satisfied with the information and resolution provided.
Main Banking Center Manager contacted the client on March 7, 2017 and reviewed the transaction activity that took place on March 3, 2017, explained the posting process that occurred on the account during nightly processing and why the item in question was returned. Client now understands the...
posting process of transactions and was satisfied with the explanation provided. The fee incurred was waived as a courtesy.
Bank of Hawaii’s Deposit Maintenance Center manager called the client on April 18, 2016 and informed the client of the following: Bank of Hawaii will be fulfilling his request to rollover his IRA account and a check will be mailed to [redacted] via certified mail.Bank of...
Hawaii informed [redacted] that the rollover transaction has been completed and a check will be mailed to [redacted]. On April 25, 2016, the Deposit Maintenance Center manager called the client and confirmed that the check was received and processed by [redacted] on 4/23/16. Manager apologized for the situation and the client was satisfied with the explanation/resolution provided by the Deposit Maintenance Center.