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I have been a customer of FHB for over 35 years. I don’t know what has been going on lately, but I feel like i am going to have to change banks. It seems clear that the policies and procedures of the bank and its own interests are far more important that its customers. Here are some of the issues:
1. Whose bright idea was it to remove privacy barriers at the teller stations? All the customers around me in the bank now know what my transactions are and how much money i deposit or withdrawal. It’s a terrible design.
2. When there is a problem with a debit card and it needs to be replaced we are quoted 10 business days and usually takes longer. In the 21st century i cant believe we are locked out of our bank for 2 weeks until FHB decides to provide a new card. This is terrible customer service
3. Why doesn’t FHB have digital debit cards like most other banks? What century is FHB living in?
4. Why do i have to created another pin for calling any of the customer call centers?
5. Why does it take 1/2 hour for someone to answer the phone?
6. Why is the phone directory so confusing?
7. Why is FHB so understaffed in all areas that pertain to customers? I could be the only customer in the bank and have to wait to get someone to help me because there are only two tellers and both are typing away at their computers and don’t want to be interrupted.
8. Why are most of the tellers at Kaneohe branch so unfriendly, including the supervisor lady.
9. Please tell your staff to stop asking what the withdrawal is for. It’s none of the banks business what i am doing with my own money.
10. The FHB iPhone app is poorly designed and doesn’t offer features most banks offer.
I am so tired of the poor customer service that i will need to find a bank that cares about us more than their own procedures.
Desired outcome: I don’t know but something needs to be done.
