ComplaintsforAmerican Savings Bank

• Initial Complaint

  10/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I encountered overdraft fees from American Savings Bank after I had already deposited funds to bring my account back to a positive balance. When I contacted the bank, I spoke with a representative named Unique. Initially, she failed to investigate my account and offered only a generalized response. It took me three attempts to explain my issue before she finally verified my identity. Throughout our conversation, she repeatedly called me ****, despite my clarifications. This not only seemed unprofessional but also indicative of a lack of attention to ********* specific issue was that I had deposited money to cover an overdraft before the penalty was applied. However, later that day, I noticed three overdraft fees of $30 each, resulting in a negative balance of -$89.10. Unique informed me that because I hadnt made the deposit via an ATM, I was too late. However, my primary concern was that when I made the deposit, no fees were assessed, and they were applied afterward.She claimed I needed to clear the overdraft by 4 PM, but I asked her to check the timestamp of my deposit, and she admitted she couldn't provide that information. If she couldn't see when my balance was cleared, how could she declare that I was late?I inquired about appealing the fees, and Unique said she would escalate my case but mentioned that management was busy and couldnt provide a callback timeframe. When I pressed for an estimate, she responded, There is none. This left me frustrated, as I felt unsure of what to expect.I am now reaching out to the Better Business Bureau for clarification on the timeframe for appealing the overdraft fees. I need to know when my concern will be addressed and when I might expect a resolution, including the potential for additional fees due to the overdraft penalties that brought my account back into the negative.I am expecting a resolution of a reimbursement in the total amount of $89.10 that I had paid on 10/17/2024 to account **********.

  

  Business response

  11/01/2024

  Please see attached our response letter

• Initial Complaint

  09/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  How can this be the number bank in Hawaii , I have had stuff stolen from my bank deposit box in ******* on numerous occasions , plus to there customer service is not all that !

  

  Business response

  09/25/2023

  Hi, 

  Please see attached for our response to **************** complaint. 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have noticed that I am unable to log in to my online banking and realized that my bank account has been closed or on hold; however, when I try to contact customer service, I have been told that my account does not exist as if it was closed due to suspicious activity or being considered a high risk customer after doing an *** transfer to another bank. Other than that, I hope to have my issue fixed as soon as possible and would like a specific reason if possible on why my bank account was closed if it was or just being put on hold until I can come into a branch to confirm the *** transfer was authorized by me.

  

  Business response

  09/18/2023

  Good morning, 

  Please see attached for our response to this complaint.  

• Initial Complaint

  07/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have contacted customer service a lot of times whenever I dispute an authorized transaction with them; however, I have been told by most of them to contact the merchant first for a refund of a canceled service or an item that I no longer need or want or that has never been delivered, lost or stolen even though the merchant sometimes refuse to give me a refund or I am unable to reach out them. Even though I have contacted the merchant for a refund, sometimes the merchant does not respond to me and therefore does not give me a refund and am still being told by the *** to contact the merchant first even though you can dispute a transaction on your bank account for authorized charges instead of just unauthorized charge as customers should be allowed to file a chargeback for an authorized transaction if the merchant is not willing to help or refuses a refund to the customer. Other than that, I hope to have my issue as soon as possible so that customer service representatives understand that I should be able to dispute an authorized transaction.

  

  Business response

  08/01/2023

  Please see attached response letter regarding ****************' complaint.  

  Customer response

  08/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The *** and the *** and ******************** ****** need to investigate these claims and past claims because they are allowing common criminals to disguise themselves as bankers when they are the robbers and NO ONE Investigates blatant racism unauthorized transfers unauthorized withdrawals fraud being locked out of your account deceitful misrepresentations forgery and other types of trickery Why isnt there a federal investigation on these criminals?

  

  Business response

  03/29/2023

  Gentlemen and Ladies, 
  

  A good faith search of American Savings Banks (ASB) database did not show that ************************* has an ASB account.  In that context and having read ************ statement, could you please ask her state clearly her concern with ASB?
  
  Mahalo, 

  **********

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to the ******* branch on 03/02/23. Did a principal pmt for mortgage loan, $2000. When I got the stmt, the $2000 was put on hold into a misc status. Then applied on 03/05/23, after auto pmt. This is incorrect, as the principal pmt should have been applied prior to the regular pmt. The interest amount is incorrect. Please contact me asap. I tried to contact ASB on 03/09, when I got the stmt. ***************************, ************, *************************

  

  Business response

  03/12/2023

  This complaint has been resolved directly with the customer as of March 10, 2022.  Please see attached response letter for more details. 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with American Savings Bank and do not have a contract with ************* Services. They did not provide me the original application like I asked. My identity was compromised to many hackers or scammers. These hackers and scammers stole my Social Security information as well as my banking information. They also tried to send me a fraudulent check to my bank account, which my bank unauthorized the check and closed my account. I demand this account be deleted from my credit report. Details of the fraudulent check: Date of Transaction was 7/20/2022. Amount of the dispute: $1,000. Tracking ID: *******. Confirmation Code: ********. I demand to have this account deleted from my credit report and reinstate my account back, as well as my refund for this inconvenience that these hackers or scammers did to my credit report.

  

  Business response

  01/13/2023

  Thank you for reaching out to American Savings Bank. Identify theft is real and rampant, we encourage customers who have been a victim to file a report with the ************************ and submit the report to the bank at ****************************** Upon receipt, the bank will review and take the necessary steps to rectify the issue.
  In July, the bank made multiple attempts to question you about the $1,000 check deposited via mobile banking. However, you were uncooperative and therefore we made the decision to close your account and discontinue the future banking relationships. As a courtesy, there are no fees or monies owed on the closed account.
  American Savings Bank did not report your account to any credit bureaus. Please reach out if you have documentation stating otherwise.
  Best ********************************************************

• Initial Complaint

  12/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  American Savings Bank issues Debit cards as **** cards. When traveling they arbitrarily charge some cash withdrawals as **** cash draws instead of debit from account so they can charge extra fees. I did not ask or need this **** card. In October when in ******* they charge my cash withdrawal as a **** withdrawal for an additional $16. There was more than enough funds in my accounts to cover my withdrawal. At no time did I think or was I notified that they would randomly charge it as a **** expense instead of an account withdrawal. I am sure they do it to all their customers making a big windfall for them. I would like to have a Debit card that is not a **** card. Also don't think the bank should require me to have this **** card instead of a simple debit card. I have enough existing credit cards and never applied for this **** card. It was sent to me as a debit card.

  

  Business response

  12/27/2022

  This is in response to the complaint filed by *************** on December 22, 2022.  The bank reached out to Ms. *************** and have resolved this issue.
  
  American Savings Bank offers *****branded debit cards to its customers. These debit cards are not credit cards.  Any fees associated with these cards are fully disclosed and covered in the banks account opening agreement and in the **** Debit Card or ATM Card Agreement provided to the customer when the card is delivered.  Foreign Transaction fees are specifically disclosed in the **** Debit Card or ATM Card Agreement that was enclosed with the card:
  
  Foreign Transaction Fee: If you make a *** or ATM transaction in a foreign currency, it will be posted to your account in U.S. Dollars. If the *** or ATM transaction involves a merchant or terminal that is not located in *****************, you will be assessed the **** International Service ********************* (Internet transactions may qualify as international transactions subject to the ********************* is a foreign transaction fee which is equal to 3.0% of the U.S. equivalent of the transaction amount and applies to transactions in either U.S. Dollars or foreign currencies that originate in a foreign country. This fee is not a foreign currency conversion charge and is not based on our exchange rate. You agree to pay any international transaction fees imposed in relation to use of your card.
  
  When customers accept this card, they agree to pay **** any Foreign Transaction fees incurred.  These fees are charged by **** and therefore not retained by the bank. Whether the transaction is conducted by Point of Sale (that is, at a terminal) or used at an ATM abroad, the fee applies.  When traveling, we recommend customers consider alternative options that waive or dont have these fees such as using certain credit cards and/or purchasing foreign currency in advance.
  
  Best ********************************************************************

  Customer response

  01/10/2023

  ***** and thank you for your follow up to my complaint. I am sorry I missed your emails regarding this.  ******** explained that when they brand the debit card with the **** logo they cannot control if there will or will not be a **** charge in addition to the international and ATM charges.  They did refund me my international charges they charged but said **** would have to reimburse that particular charge.  I appreciate that but still find it unacceptable that a consumer does not know what they will be charged simply because the bank chose to brand their debit card with the **** logo.  Apparently buried in the fine print with the debit card is a blanket acceptance of this.  Are we to accept that it is fair or reasonable to not know what you will be charged just because of the way the Debt card is branded by your financial institution?  I have another bank debit card that is unbranded and had no unexpected fees when it was used.  ***** seem able to get away with all kinds of charges just because they are banks. 
  
  ***************
   
  

  
  

• Initial Complaint

  11/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Well its with your fruad protection theres no one to talk to after business hrs even thouth its says you have 24hrs customer service Can't use my card cause its been suspended do to fruad so cant use my card Can't get in touch with anybody the receipt from bank machine say 0 in in it this really ***** it says i have 0 anyway somebody is going to get a ear full ps very upset

  

  Business response

  11/10/2022

  After bank hours, the fraud detection service vendor attempted to contact ****** *************************** to verify a debit card transaction in the amount of $39.99 DNTGIV.COM.  They were unsuccessful, and a temporary restriction was placed on his debit card.  
  
  On Sunday, 11/6/22 @ 9:41 am Customer ********************** Center called left message for customer to contact **********************.  Customer called back @ 10:47 to let us know that the transaction was NOT FRAUD, customers debit card was placed back into Active Status card issue resolved.

• Initial Complaint

  09/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As an introduction, please note that my Better Business Bureau Complaint against American Savings Bank Hawaii echos many of the themes of other American Savings Bank Hawaii complainants. Although the specific facts differ, it is reasonable to conclude that a pattern of irregular banking practices has and is occurring at American Savings Bank Hawaii.Below is my most recent communication to American Savings Bank Hawaii senior-level executive management."DEAR PRESIDENT AND CEO OF AMERICAN SAVINGS BANK HAWAII *************************: After hearing accounts of possible embezzlement/theft/conversion of another client's personal funds at American Savings Bank Hawaii by an American Savings Bank Hawaii employee(s), I am contacting you because I too may have fallen victim to such unlawful financial institution practices at American Savings Bank Hawaii. I have made multiple attempts in clear terms through my secure account to have my funds that are deposited in American Savings Bank Hawaii disgorged and have my account closed due to a series of arguably unlawful financial institutional banking protocols constructively forcing me out. To date, American Savings Bank Hawaii has refused my reasonable requests. A banking client that behaved as poorly as American Savings Bank Hawaii clearly would be subject to fines, penalties, and justified legal action. Therefore, I must ask you directly: Why is American Savings Bank Hawaii behaving in such an extreme and outrageous manner causing unreasonable hardship to a longtime client? Is American Savings Bank Hawaii making race-based decisions or engaging in other invidious discrimination or retaliation as documented in the past with the federal banking authorities? I look forward to your timely reply. Sincerely, American Savings Bank Hawaii Client."In sum, American Savings Bank Hawaii has refused multiple requests to disgorge my funds. Possible motives include retaliation and unscrupulous banking practice.

  

  Business response

  09/22/2022

  Better Business Bureau
  12639 *************. *** 200
  *****, ** *****
  
  RE: CASE# ********; ****************
  
  Gentlemen and Ladies:
  
  This is in response to the complaint filed by **************** on, September 17, 2022, to the Better Business Bureau
  
  The bank takes accusations of discrimination and embezzlement very seriously.  We reviewed this complaint and other accusations made by **************** and determined that we acted in a lawful manner.  On August 26, 2022, *********************** visited our Kahala Branch wanting to negotiate a check payable to *********** [sic].  It was thus a third-party item (amounting to $8,507.42).  The banks general rule is that it does not accept third-party items.  Thus a decision was made to deposit the check into the payees account -- namely, ****************.  The bank reviewed Mr. ******* account and based on its condition, a Reg. CC compliant check hold was placed. There was nothing unlawful, fraudulent or discriminatory about the decision surrounding this transaction.
  
  On August 26, 2022, Mr. and ***************** sent three separate communications to the bank via secure messages which included a demand to close their account, and to speak with someone within senior management. In the message to ****************, our Ebanking Team informed him that the closure of his account may occur when the check hold expires.  There was no mention of the funds being sent to him via a cashiers check.  In addition, two regional executives made three attempts to reach out to The ******s between August 29, 2022, and September 1, 2022. Voicemails were left after each attempt, but a response was never received. Furthermore, on Aug 30, 2022, our Ebanking Team provided The ******s with a direct telephone line to the regional executive. No response was received.
  
  **************** had also mentioned a past incident that occurred regarding his attempt to make a check deposit at ********** ATM a few years ago. The check was deposited; however, the debit card was not returned to **************** at the end of his transaction.   When customers experience issues at our ATM, they are welcome to contact us via phone or visit our branch to determine if it can be retrieved. Otherwise, these cards are periodically retrieved by a contracted courier and destroyed.  Our records indicate that **************** had a debit card ending in **** that had been in a restricted status since July 10, 2020.  On February 3, 2021, a new ATM card ending in **** was ordered for the complainant. To date, ASB has no unresolved Reg. E disputes for the complainant. Currently, the card and accounts are closed. 
  
  We continue to urge customers to notify us immediately and provide us with any information if they suspect possible embezzlement or discrimination, at which time a full review will be conducted. In this case, American Savings Bank has made every attempt to rectify this situation, and acted lawfully in accordance to all Federal regulations.
  
  Respectfully,
  
  
  *******************
  Retail Administration

  Customer response

  09/22/2022

  
  Complaint: ********
  
  Dear Bank,

  Ha ha!  Well played spin control to give a favorable narrative for the aberrant banking practices—whitewash.  First, truth is funny—a textbook song and dance—for the bank with several half-truths and incorrect statements to defend and deceive with smoke and mirrors.  Second, I am happy the bank finally coughed up my money notwithstanding the extreme and outrageous journey of having to contact the media, the BBB, and the federal banking authorities before the bank abandoned its financial gamesmanship (motive: retaliation for blowing the whistle on the bank).  Third, perhaps not a Third-World experience but certainly not a First-World one either:  something in the middle of the spectrum of analysis like a state, a foreign land, and a territory all entwined, leaving the client scratching one’s head in bewilderment, “Is this banking surrealism?”  Finally, the client never received reimbursement for the previously deposited check that the bank’s ATM ate along with the client’s card, and the exasperated client had to wait an entire year (and again complain to the federal banking authorities) before the bank paid attention.  Therefore, I wholeheartedly reaffirm my complaint against the bank for conversion (substantial interference) with the client’s money.  Take that to the bank!
  

  Sincerely,
  
  Banking Client

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