First Hawaiian Bank Hilo Branch Kilauea Ave, Hilo

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

I'm leaving this review for Collins Tomei, a loan officer at FHB. I've spoken with Collins a few times over the phone regarding loans, and he is always very patient in listening to my questions and thoughtful in answering them. Highly recommend working with Collins. Thank you for all the help!

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.

The fees in general are so much higher than any bank I've come across. Unfortunately some sneak up on you when you least expect it as they routinely change policy. Be prepared to loose some money in fees one way or another as you can't keep up with this unethical bank.

Always get excellent service from FHB Hilo! Rene goes the extra mile to help me every time. I am huge on customer service and always get the best service here.

Honestly the worst branch I've ever been to. The lady that "helped" me had the worst customer service I have ever seen in my life. I signed in on the paper and sat down to wait for service and a few seconds after sitting down a lady sitting at her desk without moving shouted at me "What are you doing here?" as if I wasn't allowed there or was seen as a nuisance. I asked if I could schedule an appointment for a notary and she said come back during our notary hours and didn't tell me the hours, so to specify I asked "I don't need to schedule an appointment? I just come in during the notary time?" And she answered, all bothered, "Yes". She didn't even tell me the hours until later and pointed out the sign I missed as if I was bothering her too much. She could have kindly told me the hours and say they are also posted on the sign next to the sign in sheet. After that I asked a quick question on what I need for the notary since it's my first time doing this and I'm not a US citizen and my state ID and passport expired at the same time and she said she can't help me because of policies, which I understand after listening to her, but she didn't even care to explain on how I can get my stuff notarized. I need to get my paper notarized to renew my passport so I can renew my state ID and I'm stuck in this endless loop where I can't do anything. Then she told me without a care in the world "YOU SHOULD HAVE DONE THAT BEFORE THEY EXPIRED". I tried to, but she didn't even try to put herself in my shoes. If you're not a US citizen you have to jump through so many hoops. I've been trying to do all this for months before they expired. I'm a second class citizen, I have all the same rights and a social security card. The only thing I can't do is vote. She told me she can't help me because of policies and because I wasn't a customer and to go to my bank if I had one. I was strongly going to consider opening an account with them if she had even a bit of decent customer service. I know she couldn't help me because of policies, but just because I don't have an account with them doesn't mean I'm not a customer. She could of at least gave me a hint or tip on what to do, if she knew one, that would have helped or if she didn't know what I can do then just tell me that. Don't shove me out the door before I even ask anything. I didn't even take up 5 minutes of her time so I don't know why she was so bothered. Never opening an account with this branch because of her customer service. I'm a full-time student at the University and have been working in customer service a majority of my life. You treat everyone as a "customer" whether they are one or not and WELCOME them so that they feel like they belong there and keep coming back to you.

Your customer service line is not helpful at all! I also bank with Navy federal and they are a hundred times better with their customers. I have had problems with balance transfers and first Hawaiian reps on the phone are terrible at finding solutions for the situation that I'm in. Also, because I no longer live in Hawaii they've made it hell for me trying and close my account. I feel like they make their money by charging those ridiculous overdraft fees and return check fees. Never again...smh.

With the exception of a few times the majority of the time when I go the tellers are very rude! Today I even had the teller tell me I was not their costumer! how is that if I'm standing in that bank doing business? She said that because I don't bank there. with teller attitudes like hers I know why I bank at Bank of Hawaii not first hawaiian bank! I would like to put no stars but can't do that.

Lines are always long. Don't bother to call, they take forever to answer the phone.

Tellers, bankers and on-line are patient, helpful and have lot of aloha. :-)