What a lovely bank... Since I'm heading out to Kailua I'd though to give the area a try and found this bank sharing the lot with Whole Foods and got my choice of parking very easily. Just a simple transaction though the wait and process feels so complex though I'd rather be safe than sorry and be patient with the whole process. There was just one teller and from the look of the person in front of me it had been a wait but sense I got here just in time as a long line started to form behind me I got my biz done in just a few and got on my way. Thank you! read more

First Hawaiian Bank - Banks & Credit Unions Near Me - Kailua, Hawaii

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Had to get a Cashier's Check. The bank itself was really nice, clean and a relaxing ambiance. Sunny the Bank Teller was super friendly and customer service was excellent (her name truly matches her personality). Wait time was short and no line. Mahalo for a great experience! read more

SARINA is unprofessional and rude to customers. She approached me with a sarcastic and rude attitude. She was unhelpful and acted like it ruined her day to assist me. She was not polite and was making her negative attitude a priority in our conversation. I was trying to close an account that had fraudulent activity. She spoke to me like I stole her dog and she knew it was me but couldn't prove it. Due to SARINA's unprofessional and rude attitude I will be closing my account after everything fraudulent clears and never doing business with the bank again. Very unfortunate as the teller and the service manager were on point and helped me with smiles on their faces. read more

The worst customer service experience I've ever had at a bank. I waited almost an hour just to open a simple checking account. The lady would checked on me twice and said the first time it would only be a 5-10min wait. Which turned into another 20min. Turns out she's been waiting on someone for an hour but doesn't have the time to help me. Wasted my time. I will never go to this branch again and am extremely disappointed. read more

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. read more

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. read more

Terrible customer service, long lines, drive thru rarely open and only allows one transaction. Does not care about customer service at all. Don't open an account here! read more

Since I live in Kailua now the first Hawaiian bank us close for me. Always use their ATM machine. If I need more than than the ATM can't give out i' ll go inside and cash a check to get big bills. They do practice social distancing and have sanitizer inside to use to sanitize your hands. The tellers are very courteous and polite. If for any reason the bank is crowded they do have their employee directing the people where to go. Support local and mask up read more

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! read more

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. read more

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. read more

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 !! read more

If I could give zero I would, whoever is in charge of staffing or whatever is a fucking idiot. They run this place like a JOKE, there is ALWAYS 2 tellers when there's 5 fucking computers . The line becomes almost wrapped around out the door. Especially on Friday when everyone is trying to do banking these idiots still can't open more tellers. IT TAKES FOREVER today it took me almost a half hour because one of the tellers likes to talk story with every single person. When I finnaly got to a teller they were rude and said "why don't you setup direct deposit so you don't have to wait in line" first of all that defeats the purpose of cashing my check . And second I wouldn't have to wait In line if you had more tellers working! Bunch of idiots read more

If I could give negative stars I would. My husband just passed away and they put his account on hold until we get the death certificates. Because of Covid-19 death certificates are taking up to 8 weeks. I'm not sure what we are supposed to live on. Even the checks he wrote all the bills this month for bills are all going to bounce because of the hold. The woman that was in charge of his account was so rude and didn't so much as offer me her condolences. I had dropped my personal account with First Hawaiian 20 years ago because the service was so horrible. read more

Hmm...where do we start? The Good: It's conveniently located in the heart of town. A very short stones throw from Whole Foods which share the same parking lot. ATM is available 24 hours via walk up. Drive through teller is also available Mon-Fri. The bank manager is quite friendly and seems to care. She helped me with a customer service issue when I had a problem with an employee of hers. The Bad: Service here is like rolling the dice. It's sometimes good. It's sometimes awful. The vibe on occasion is that of a slightly upgraded DMV(whom seem to be the most unhappy government employees ever) experience. I prefer to surround myself with happy people. Whether it's business or personal. I choose to gravitate towards positive energy in places and people. This location just seems to have a weird vibe to it. (Maybe a smile or two would help?)lol The Ugly: I like to use online banking for convenience. The mobile app for FHB is pretty limited compared to my other banks. Transferring funds from multiple accts is not available yet? (New accts?)Crazy right? I opened an acct with First Hawaiian because I needed a local bank when I moved back here from Southern California. It just seemed like the way to go in regards to convenience and whatnot. I had a terrible experience with a specific bank teller who had an awful attitude. I was depositing a large sum of money into a new acct that I had opened at another branch. I was also looking to get assistance in regards to online banking to transfer money from one of my mainland banks to the one I had here. She was unwilling to help and her attitude was that of someone who just didn't care. Another bank teller near her saw the interaction between us. I could see that he felt empathy for me. He called his manager over. She was kind and apologized for the inconvenience. He had explained what had happened to her since he was listening throughout the duration of my interaction with his colleague. One of her other managers assisted me in setting up my online banking. They both were helpful and did what they could because they knew I wasn't happy with the service I received prior to them stepping in. The Recap: Convenient location, hit and miss service, bank manager that does care, online banking is mediocre. Solid 3.5 stars since the branch manager is a professional who does care about her bank. This place would be a sub 3 star business without her. Aloha and mahalo for the read, Nicco read more

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Not always the friendliest but they're definitely more helpful than the Kapiolani Branch. These employees are saints in comparison to the FHB Kapiolani employees. I FINALLY got to do what I wanted accomplished from my initial experience at the Kapiolani Branch and I didn't even have to be belittle or lectured by an employee. Also they're much faster in helping customers rather than the turtle like pace of the FHB Kapiolani employees. read more

First Hawaiian Bank stole my daughters savings account. A few years ago, my then 5 year old daughter asked if she could open a bank account, living in Kailua, we went to FHB, where i also bank with my wife. We opened an account in her name, and since she is a minor, attached my name to it as well. fast forward to today, i went in to print off some old statements for tax purposes, when FHB told me it would cost $600 for 3 years of statements, i decided to close my accounts. That is when i learned that "due to inactivity" my daughters savings account had started accruing fees. We never received any notification in the mail, and we actively bank there often. Since the account is in my daughters name, it didn't show up in my online profile. So, even though my wife is in there at least once a week, no one bothered to mention anything, the fees eventually wiped out my daughters savings. FHB stole my daughters $400. Policy or not, FHB is absolutely the worst institution in banking in the state of hawaii. This isnt my only issue with FHB, just the straw that broke the camels back. In summary, FHB Go F*ck yourselves. read more

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. read more

Went to make a cash deposit and the bank teller was incredibly rude and impolite. Asking me where I got my money from and wanted my employment info. I use American savings bank and they are much better. I'll definitely be closing my account with them read more

Full disclosure. I do not have, or never had an account at this bank. My mom, however, has an account. She recently moved to the mainland and didn't close her account here. Unlucky for her she forgot to disable her Target Red Card from accessing her FHB account. And then came the overdrafts. So I got a frantic call from her to help her fix the situation. As it turns out, this bank made the security so secure, that she cannot even call and talk to a live person. My mom's in her 70s and does not know how to internet. So I had to stand in line. The 25 minute line on Tuesday afternoon. At my credit union, the longest I have ever stood in line was 10 minutes, and that was on a Friday afternoon, not Tuesday at 2 pm. I get to the teller and she gives me a customer service number. She would not talk to my mom or give a way for my mom to communicate with someone there. I left the line empty handed and texted the number to my mother. My mom called back and asked me to deposit money in her account until they could resolve the situation so she wouldn't keep over drafting with escalating fees. She was already down $30 a day and counting. So I took out money from the ATM at the bank. $3.75 for the ATM fee. I stood again in line for 25 minutes. My amount didn't cover her debt. Back to the ATM and another $3.75 ATM fee. Another 25 minute wait in line. I actually don't mind x hundreds of dollars it took to bail my mom out. God knows she bailed me out of plenty of f-ups I had in my lifetime. But those ATM fees. Those wait lines with only 2 tellers. Not to mention that the parent company of First Hawaiian is BNP Paribas which has been a major funder of the Dakota Pipeline. This bank is Polio. At least the tellers were kinda nice. read more

Worst bank ever ,tried to get equity loan in January 3, gave them everything they asked for they dragged it out until April 17 , had to fallow up every week, countless trips to the bank, just to wait another week and another phone call am going to move instead. Ya the power of yes, sure, they didn't even have the decency to apologize. This bank is only good if you have plenty of money. Regular hard working people beware, seriously. read more

FHB is the worst bank, one of the managers here is so rude I don't know his name he was young and very sassy. No customer service skills at all, didn't even try. Not only is this bank so outdated with their handwritten deposit slips and push button atm's but try to ask them specifics about pending funds and overdrafts. You will get a different answer from everyone. They do shady business and charge you for overdrafts when you had available funds. BUT THERE IS JUSTICE BEING DONE-they are in a class action lawsuit for their unscrupulous business practices. They are paying 4,125,000.00 back to customers who were charged OD fees illegally. This is great news I'm so happy someone took it upon themselves to hold a bank like this accountable. read more

I'm really disappointed in FHB. First of all, I'd like to say that I've been banking here for almost 10 years. The service in person was always nice, they even remembered who I was most of the time, hence the two star experience. I had taken a trip to SE Asia and went 30 days over my payment of my loan with FHB. It was reported to my credit and will stay there for 5-7 years. Although it was not the bank that reported it directly, it still is there, a smudge on my credit. I called the bank to see if I could get a Goodwill adjustment, considering this was the first time I'd ever made a late payment. After being told to call the main line, no, the Kailua branch, no the main line, back and forth for about 5 calls, I finally got a hold of someone who I thought could help me. It was a Thursday afternoon and she said she would speak with her supervisor and call me back. She never did. I called her back, twice, and finally getting a hold of her, she apologized for taking so long to get back to me. She informed me that First Hawaiian Bank does not do Goodwill Adjustments, but she had needed time to talk to her manager. I'm upset that a simple gesture from them could have erased that pock mark from my credit, considering that I've given them such loyal service for so long. Oh well, I guess. read more

Excellent friendly tellers! Accommodating bankers! Just need a bank rep in Rotary Club of Kaneohe to support community as an innovative servant leader! read more

I've always had a great experience at this bank. I've been banking this branch over 30 years. I don't know why the stars are so low

Lines can get a little long sometimes. But overall the staff is friendly and the inside has had a nice upgrade.

I have been with them since Pioneer Bank closed many many years ago & My acct., was transferred to First Hawaiian & I am happy that it was, never had any problems with them they are always there to help & very friendly staff, it's like family read more

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. read more

Not really a review, this is a memory and in my day, it was great. Started my 41 year banking career at this branch in 1973, Roger McArthur was the manager and Tony Gurrero was the ops mgr. After 4 yrs with FHB moved to the mainland and continued my banking career. Retired 2014 as a SVP and mgr of credit examination dept. of a community bank in WA State. Sure miss my FHB days and my mentors Michael Kawamoto, Emmett Young and Vivian Lui (Hotdog), will never forget them! by : John Woods read more

This place is very friendly, the staff is always kind and helpful. I have yet to have a bad experience here. They seem to be underrated and I don't know why. read more

Terrible bank! Everyone from the tellers to the loan representatives are extremely rude. There was a mess up on their part and my autopay wasn't filed and didn't go through and they still charged me a fee as well as gave me grief about it even though it wasn't my fault. I'm surprised anyone actually chooses to bank here honestly. read more

Horrible unacceptable customer service, seems like every worker in there is miserable. I had the weekend manager state that she did not have to provide her name to me because she is the week in manager and if I had a problem I can address her directly, as I did, confront her about her poor customer service and bad attitude and unwelcoming demeanor, she explained to me that customers are required to fill out all slips themselves and that they never do it, when I in fact I've had my Taylor's fill out my slips for me and just had me initial, which filling out a slip is not a problem, But the belittling and demeaning attitude of this week in manager was as such, (Verbatim) " oh we don't fill out anything for a customers you have to fill it out yourself, so I'll teach you today so you can learn how to do it! do you know how to write, because you are going to learn today's" I made a complaint, however no follow up has been made, and further more it was a cash deposit of 700$, that the weekend branch manager put a 7 day hold on it, which caused me to have multiple overdrawn purchases, well I have still yet to be compensated! Worst branch and or banking institute on the island! Thank you first Hawaiian Bank for employing the worst of the worst at your Kailua branch. I will share my story to anyone who ask about your banking Institute. Next step contacting the Better Business Bureau! read more

I closed my account as I'm moving off island, or at least I tried to close it. I went into the branch, sat down with someone to figure everything out, and thought everything was taken care of. He gave me a check with all my money to deposit at my new bank. A month later I received a letter that I have multiple over draft fees and unpaid charges due to "insufficient funds". (Obviously there are insufficient funds - the balance was $0 as all my money was given to me by the employees who were going to close my account). Apparently my account was never actually closed and I kept being charged the monthly fees and overdrafts on those fees, adding up to hundreds of dollars collectively. I called the branch to see what could be done to which the woman kindly explained a supervisor needed to look into and that I would get a call from her. I never got a call, and a week later they closed my account and sent my "debts" to a collection agency. I called them again... they said I need to wait until Monday as supervisors are not in to look at the situation. I have now received a notice that my credit score has been dropping. They are quick to penalize me, yet it's their own slow and unreliable service that is causing this entire issue which I am the one paying for. Not cool FHB. Happy I changed banks. read more

You can NEVER get through to customer service via phone. The hold is forever.

Brutal. Misentered an expiry date online. They are requiring me to drive to a branch to get the card security hold released because it was an international transaction. I have many credit cards and understand security holds, but have never been forced to go find a branch to get them released. And I spent half an hour on the phone with 2 robots. I spend $30,000 per month on this card and will be cancelling it immediately. read more

New mobile APP for deposits - yay!! But if you're gonna launch a new app shouldn't you have support open on at least the first weekend of the launch? Also the $1000.00 limit on a deposit is ridiculous. What's the point of the app if I can't deposit my paycheck. I guess I can use the app when my buddy pays me back for his portion of dinner - OH!! except who uses personal checks anymore. read more

The customer service I received from May Nishijima at the Kailua Branch was AWESOME! Above and beyond. A big ALOHA for going above and beyond in assisting me through my very first "private owner" car purchase. What started out as a very stressful situation turned in to one of my best experiences and I had great peace of mind thanks to your expertise, kindness and help all through the process. I love FHB! Thank you!!! read more

Wish I could take stars away... Although I said I wouldn't,I opened a car loan with them a few months ago. I looked at the statement and saw that the loan amount increased by $630. When I called they said that because they didn't have my car insurance info on file, that amount is what they decided to charge for a premium. Never mind the fact that they were provided the insurance info when the car was purchased. My insurance company is now contacting them and once the $$ is credited back to the account, I'll be refinancing through someone else. read more

I have had First Hawaiian bank for two years as well as a mainland bank and honestly it has been a nightmare. You have the most out dated systems little to no online convenience. People lose paper work all the time. I have to send a handwritten letter or a fax for something like its the 50's and then it gets lost so I have to send it again. Half the time when I'm placed on hold the call ends (after waiting 30 min to get to an operator), or I'm told someone will call me back but never does. Now my car, that was a nightmare to trade in thanks to your awful bank, was paid off a week ago. But somehow I get a call from you collections department saying I'm 1 day late on my payment and no one can find the pay off records. I have never been so unhappy with the services of a bank or company in my life. All I want is to be done with First Hawaiian, and never have to deal with your bank again. I recommend to everyone in Hawaii to go with pretty much any other bank or credit union. read more

just feel a need to yelp this institution for the cold, unwelcoming glances provided by the miserable, poor work ethics of its employees every time I go in there! you'd think it was the 1st time I ever stepped foot in there where most businesses would be welcoming & making the customer feel recognized & appreciated, Not this place! instead they act or portray as if you're an intrusion into their Day & your needs are nothing but an inconvenience. they refuse to go the"extra mile"which just shows their poor work ethics & their unsmiling faces is just verification to their poor customer service. maybe it's from the higher ups who give them no reason to be happy or no incentive to greet customers & portray a happy work place, whatever the reason we all have choices we can make. So, if you're unhappy there then get out, move on, find somewhere that's a good fit! if you're glad to be in a place like that then"perfect"... you're in the right place! my option/choice is to move on & out of that place of business! Life's to Short! Auwe! read more