American Savings Bank Hawaii 4+

exceeds expectations

Let’s be honest. We don’t really expect a bank app to have all the features we want plus be fast, efficient and user friendly.

And ASB got it right with this one. Easy login. Bank accounts at a glance. Up to the minute details/transaction history, transfer funds between accounts, camera deposits, pay a friend... I rely so much on the app to help me not only personally - but as a tool to run our family business.

The only physical bank transactions I really ever make are large deposits - and that’s at the Kahului drive up ATM.

MANY issues- Overall fair but bill payment is terrible

Although you can add a nickname to each payor, in the app that’s all you can see. For instance you and your spouse both have a Visa card and you nickname one wife and the other husband, you will only see wife and husband in the list of vendors. Ok if you only have one card but when you have several it’s impossible. Same if you have multiple properties and you nickname the address, but you do that with each utility and property tax, now you just see six listings with the same property but you have no idea what vendor you’re paying.

I also don’t like the fact that in the middle of actively working in the app it will close down automatically due to time and then everything is lost.

The worst past about the bill payment system is that if ASB has to use a third party to cut the check the money is removed from the account at that time NOT when the check is presented for payment! Which means you never know if a check has been actually received until you get a past due notice and the. Have to contact the bank, pay to be told the check hasn’t cashed and then pay to have a stop payment place and then fight to get the money reinstated and then start the process over again. In the meantime you the vendor dings you for being late and it affects your credit score and there’s nothing to fix it.

Frustrating experience

All I want to do is eliminate an old, inactive home equity loan from my account lineup.

Received a message back from customer service that I need to do this myself as since this was a recurring payment. Gave me the steps to follow. I followed up to a certain point, and there was no “cancel series” option. Tried many times and I guess I’m heading to the bank for help after the holiday. I’ve tried to do this previously as well... that’s when I got this set of instructions. There was no mention of “a call us if you need someone to walk you through the steps” option. I’m a senior and can do a lot of things online with minimum support, but this experience left me feeling stupid and incompetent.

Would have been nice and courteous if person who gave me the instructions, also included a callback number with their name so I could call them during working hours. This kind of issues really can make one feel hopelessly inadequate and is demoralizing as well.

Developer Response ,

Aloha Hoss1945,

We sincerely apologize for the level of service you've received. If you'd like to give us a call before visiting a branch, please contact us at 808-627-6900 or toll free at 1-800-272-2566. Representatives are available Monday thru Friday from 8am -7pm; Saturday, Sunday, and most holidays from 9am -3pm.

Mahalo,

Lana M.