First Hawaiian Bank Hilo Branch, Hilo, HI

The worst of all worlds, First Hawaiian has the terrible service of a large bank coupled with all the limitations of a small bank. You cannot call the local branch without being diverted to the main number, where you can expect 45-60 minute hold times. Once you finally get someone, they will either be completely incompetent, or belligerent. Your issue will never be resolved, and no one cares. I should have known when I walked into the Hilo branch, and saw that all of the desks, including the main teller counter, were eaten through by termites, that this bank has no standards. That's an apt metaphor for the entire bank, an institution that might have been decent many years ago, but has since rotted from the inside out. The service I've received from First Hawaiian has been the worst from any bank, and I've been a Bank of America customer. THAT is saying something. Seriously, use any other bank. It can't possibly be as bad as this one.

Two or three tellers with 30+ people in line. Always takes 30-45 minutes just to cash a small kine check. Really unacceptable. Tellers are always very pleasant tho. #beggingemployerfordirectdeposit

Very slow. Be prepared to spend 30 minutes to an hour in line. Bank cards take 2 weeks to come in which is very inconvenient. Will be switching to bank of Hawaii

been banking here for years love that they greet you upon entering and most of the tellers know you by name love the personalized service and the bonus open on saturdays as well

Went to this branch on a Saturday to open an account. Waited for 45 minutes with not a single person acknowledging our presence. A nice older gentleman was waiting even longer for notary service. When the employee finally did acknowledge us, she wagged her finger at the gentleman as she told him he was 30 minutes late for notary service. She did help him after being rude and disrespectful. At that point we had seen enough, they don’t want your business. I left and took my business to a friendly, professional local Credit Union.

One of the ATM machines was not working, and they did not give me back my cards. The bank was already closed and the staff I called on the phone weren’t of any help (not even security). The lady on the phone was just like “we’ll put a block on your card and they’ll help you tomorrow”. So basically if the ATM machine was going to start working again they would allow someone to steal my card?! How very convenient. This bank needs to be held accountable for things that happen when they’re closed. The app also needs to notify people of what they’re spending and what they earned so that there are no surprises when they check their account. They also need to work on their security system so people don’t have to keep changing their PIN.

Service not good. You are going to wait a long, long, long time to speak with anyone either in person or on the phone. There are great customer service reps in the branch, but they are difficult to see. And please, forget trying to contact them by phone. You will be a hold prisoner for a long, long, long time. I'm done with them. Waiting now on hold for something that is obviously their fault. The first person couldn't figure it out after 20 minutes on hold so now I'm at seven minutes so far waiting for the second person. I expect to be disconnected any minute.

They allow walk in business employees to cut the line like their time is more valuable than the rest of ours is. I go on my lunch break from work and really resent this. Extensive lines, 2 day or more wait to get an appointment with anyone.