Frequently Asked Questions

 

 

Operations

How do I access my safe deposit box at a closed branch?

If you currently have a safe deposit box at one of our temporarily closed locations and need to access your box, please fill out our online request form to have a branch representative contact you for an appointment. 

Do I have to wear a mask while at a branch?

Yes; until further notice, everyone is required to wear a face mask at every Bank of Hawaii location, including employees, vendors, and customers. While we do require face masks to be worn, if you are conducting a transaction that requires identity verification, we may ask you to temporarily remove your mask for the protection of your account.

Can I wear a face shield instead?

For everyone’s safety, until further notice, we are requiring that all customers in our branches wear face masks. You may choose to wear a face shield in addition to a face mask if you choose.

Are there other ways I can access my account instead of going to a branch?

Yes! In fact, we strongly encourage our customers to use Bank of Hawaii’s online and mobile banking services. With e-Bankoh Online Banking and our mobile app, customers can make payments, view transactions, check balances, find an ATM, and more. It may be easier and faster (in most cases) to manage accounts digitally, especially given call time waits may be longer than usual. If you still need to sign up for e-Bankoh, visit boh.com/enroll. Once you have enrolled for e-Bankoh Online Banking, you can download the mobile app for iPhone in the App Store and for Android on Google Play for Mobile Banking access.

What about the limits for mobile deposit?

To help enable our customers to utilize our Mobile Deposit Service during this time, we have temporarily increased our mobile deposit limits to $10,000 per rolling 5 business days, per customer, for our Consumer and Business customers.

What are the new Call Center hours?

Starting April 18, 2020, until further notice, Call Center hours will be from 7 a.m. to 9 p.m. HST. This change enables us to improve our daytime coverage during peak hours to help reduce wait times and serve you better during this stressful time.

If I have to call Bank of Hawaii, should I expect longer than normal wait times?

On average, call volume has increased since the start of the COVID-19 pandemic, and call wait times may be longer than usual as we work to address the needs of our customers. In an effort to give you the best customer experience possible, we encourage you to take advantage of our online and mobile banking tools, including live chat in our mobile app.

I was informed that I came into contact with someone who tested positive for COVID-19, what do I do?

If you have been in contact with someone who has tested positive for COVID-19, the CDC has provided guidance to be alert for symptoms such as fever, cough, shortness of breath, or other symptoms of COVID-19 and to take your temperature. You are encouraged to contact your healthcare provider if you have any particular health-related concerns for yourself or family members. For more information, please visit the CDC’s website.

I believe I have rights under the ADA and HIPAA to not wear a face mask. Do I still have to wear a face mask at Bank of Hawaii branches?

Yes; however, please contact Bank of Hawaii to discuss a reasonable accommodation. For information on how to request a reasonable accommodation, see below. According to the US Department of Justice, the ADA does not provide a blanket exemption to people with disabilities from complying with legitimate safety requirements necessary for safe operations. For the safety of our employees, customers, and community, we require everyone in our branches to wear a face mask during the COVID-19 pandemic.

I have an ADA card that says I’m exempt from wearing a face mask. Do I still have to wear a face mask at Bank of Hawaii branches?

Yes; however, please contact Bank of Hawaii to discuss a reasonable accommodation. For information on how to request a reasonable accommodation, see below. According to the US Department of Justice and its Civil Rights Division, cards and other documents bearing the Department of Justice seal or ADA logos and claiming that individuals are exempt from face mask requirements are fraudulent and therefore will not be accepted at our branches. We require that everyone visiting our branches wears a face mask during the COVID-19 pandemic, including but not limited to employees, customers, and vendors for the safety of our employees, customers, and community.

I believe I have rights under the Civil Rights Act to not wear a face mask. Do I still have to wear a face mask at Bank of Hawaii branches?

Yes; however, please contact Bank of Hawaii to discuss a reasonable accommodation. For information on how to request an accommodation, see below. The Civil Rights Act does not provide a blanket religious exemption from mask mandates. For the safety of our employees, customers, and community, we require everyone in our branches to wear a face mask until further notice during the COVID-19 pandemic.

I cannot wear a face mask due to a medical condition or religious exemption, how do I request an accommodation?

Please call the open branch you plan to visit or make an appointment online if you are unable to wear a face mask/covering so that we may accommodate your situation. You do not need to share any medical information with Bank of Hawaii; however, Bank of Hawaii can assist you over the phone to set up online banking options to allow you to take care of your banking safely using the BOH Mobile App or online with e-Bankoh. We can also arrange to have our staff meet you outside a branch to assist you.

How do I manage my accounts and banking needs if I suspect I have contracted COVID-19?

If you suspect you have contracted COVID-19, please utilize our online and mobile banking options. Learn more by visiting our website, boh.com, or call us at 1-888-643-3888 (For Guam and Saipan, 1-877-553-2424; For Palau 1-680-488-3338).

How do I access my safe deposit box at a closed branch?

If you currently have a safe deposit box at one of our temporarily closed locations and need to access your box, please fill out our online request form to have a branch representative contact you for an appointment. 

Do I have to wear a mask while at a branch?

Yes; until further notice, everyone is required to wear a face mask at every Bank of Hawaii location, including employees, vendors, and customers. While we do require face masks to be worn, if you are conducting a transaction that requires identity verification, we may ask you to temporarily remove your mask for the protection of your account.

Can I wear a face shield instead?

For everyone’s safety, until further notice, we are requiring that all customers in our branches wear face masks. You may choose to wear a face shield in addition to a face mask if you choose.

Are there other ways I can access my account instead of going to a branch?

Yes! In fact, we strongly encourage our customers to use Bank of Hawaii’s online and mobile banking services. With e-Bankoh Online Banking and our mobile app, customers can make payments, view transactions, check balances, find an ATM, and more. It may be easier and faster (in most cases) to manage accounts digitally, especially given call time waits may be longer than usual. If you still need to sign up for e-Bankoh, visit boh.com/enroll. Once you have enrolled for e-Bankoh Online Banking, you can download the mobile app for iPhone in the App Store and for Android on Google Play for Mobile Banking access.

What about the limits for mobile deposit?

To help enable our customers to utilize our Mobile Deposit Service during this time, we have temporarily increased our mobile deposit limits to $10,000 per rolling 5 business days, per customer, for our Consumer and Business customers.

What are the new Call Center hours?

Starting April 18, 2020, until further notice, Call Center hours will be from 7 a.m. to 9 p.m. HST. This change enables us to improve our daytime coverage during peak hours to help reduce wait times and serve you better during this stressful time.

If I have to call Bank of Hawaii, should I expect longer than normal wait times?

On average, call volume has increased since the start of the COVID-19 pandemic, and call wait times may be longer than usual as we work to address the needs of our customers. In an effort to give you the best customer experience possible, we encourage you to take advantage of our online and mobile banking tools, including live chat in our mobile app.

I was informed that I came into contact with someone who tested positive for COVID-19, what do I do?

If you have been in contact with someone who has tested positive for COVID-19, the CDC has provided guidance to be alert for symptoms such as fever, cough, shortness of breath, or other symptoms of COVID-19 and to take your temperature. You are encouraged to contact your healthcare provider if you have any particular health-related concerns for yourself or family members. For more information, please visit the CDC’s website.

I believe I have rights under the ADA and HIPAA to not wear a face mask. Do I still have to wear a face mask at Bank of Hawaii branches?

Yes; however, please contact Bank of Hawaii to discuss a reasonable accommodation. For information on how to request a reasonable accommodation, see below. According to the US Department of Justice, the ADA does not provide a blanket exemption to people with disabilities from complying with legitimate safety requirements necessary for safe operations. For the safety of our employees, customers, and community, we require everyone in our branches to wear a face mask during the COVID-19 pandemic.

I have an ADA card that says I’m exempt from wearing a face mask. Do I still have to wear a face mask at Bank of Hawaii branches?

Yes; however, please contact Bank of Hawaii to discuss a reasonable accommodation. For information on how to request a reasonable accommodation, see below. According to the US Department of Justice and its Civil Rights Division, cards and other documents bearing the Department of Justice seal or ADA logos and claiming that individuals are exempt from face mask requirements are fraudulent and therefore will not be accepted at our branches. We require that everyone visiting our branches wears a face mask during the COVID-19 pandemic, including but not limited to employees, customers, and vendors for the safety of our employees, customers, and community.

I believe I have rights under the Civil Rights Act to not wear a face mask. Do I still have to wear a face mask at Bank of Hawaii branches?

Yes; however, please contact Bank of Hawaii to discuss a reasonable accommodation. For information on how to request an accommodation, see below. The Civil Rights Act does not provide a blanket religious exemption from mask mandates. For the safety of our employees, customers, and community, we require everyone in our branches to wear a face mask until further notice during the COVID-19 pandemic.

I cannot wear a face mask due to a medical condition or religious exemption, how do I request an accommodation?

Please call the open branch you plan to visit or make an appointment online if you are unable to wear a face mask/covering so that we may accommodate your situation. You do not need to share any medical information with Bank of Hawaii; however, Bank of Hawaii can assist you over the phone to set up online banking options to allow you to take care of your banking safely using the BOH Mobile App or online with e-Bankoh. We can also arrange to have our staff meet you outside a branch to assist you.

How do I manage my accounts and banking needs if I suspect I have contracted COVID-19?

If you suspect you have contracted COVID-19, please utilize our online and mobile banking options. Learn more by visiting our website, boh.com, or call us at 1-888-643-3888 (For Guam and Saipan, 1-877-553-2424; For Palau 1-680-488-3338).

Prevention and Preparation

What can I do to prevent the spread of the virus?

While there is currently no known vaccine or cure for COVID-19, the CDC recommends everyone practice social distancing (for example, avoiding close personal contact with others and minimizing your presence in large, crowded areas or events), in addition to practicing good hygiene. Additional steps you can take are to:

  1. Stay home when you’re sick.
  2. Wash your hands often (thoroughly for at least 20 seconds), and avoid touching your face.
  3. Regularly use soap or hand sanitizers or disinfecting wipes.
  4. Cover your sneezes and coughs with a tissue or your arm (not your hands) and throw the tissue away.

What is social distancing?

Social Distancing is the practice of minimizing close personal contact and the gathering of large groups to help slow the spread of an illness. Some examples of social distancing practices you can follow are to:

  • Use a shaka or a wave instead of a handshake or a hug to greet someone.
  • Use online or mobile banking options in lieu of visiting a branch in person.
  • Avoid heavily trafficked public places, stores, or events.
  • Try to avoid crowded elevators as much as possible.
  • Keep a distance of 6 ft. or more between you and other people.

What happens if there is a possible exposure to COVID-19 at a location?

When we are made aware of a potential direct exposure to COVID-19, that location may be temporarily closed. In some cases, a branch may be closed for longer periods related to the inability to safely conduct transactions and maintain social distance between our clients and our employees.

What is the bank doing to help keep its employees safe?

The safety and health of our employees is of the utmost concern. Bank of Hawaii is enacting multiple processes to protect our employees, such as social distancing, postponing bank gatherings, and increasing sanitation measures and supplies.

Am I allowed to wear a mask to the branch?

Customers may wear protective masks at their own discretion. Customers may be asked to temporarily remove their mask for identity confirmation. For more information on this topic, please visit the CDC’s Prevention & Treatment page.

Why are Bank of Hawaii employees wearing masks at the Branch?

The health and safety of our employees and customers is our top priority, so employees may wear protective masks at their own discretion.

Why are Bank of Hawaii employees wearing face shields that look like construction masks?

To help protect our community, during this time we’ve offered these face shields to our branch employees. They are, in fact, construction masks, but they are efficient and don’t take supplies away from our medical community.

How is Bank of Hawaii implementing social distancing at the branches?

We have established social distancing measures in all of our branches, including asking customers to remain at least six feet away from each other while in line for teller services. We are in the process of installing visual markers to help customers maintain the appropriate distance. Branches are also implementing limits on the number of people in the branch lobbies at any one time.

Are you sanitizing the money?

At this time, neither the CDC nor the WHO have shared any process or method to sanitize U.S. money. To ensure the safety of our employees and customers, Bank of Hawaii is focusing on making sure employees and customers alike have access to sanitation supplies, such as hand sanitizer, wipes, and gloves.

What can I do to prevent the spread of the virus?

While there is currently no known vaccine or cure for COVID-19, the CDC recommends everyone practice social distancing (for example, avoiding close personal contact with others and minimizing your presence in large, crowded areas or events), in addition to practicing good hygiene. Additional steps you can take are to:

  1. Stay home when you’re sick.
  2. Wash your hands often (thoroughly for at least 20 seconds), and avoid touching your face.
  3. Regularly use soap or hand sanitizers or disinfecting wipes.
  4. Cover your sneezes and coughs with a tissue or your arm (not your hands) and throw the tissue away.

What is social distancing?

Social Distancing is the practice of minimizing close personal contact and the gathering of large groups to help slow the spread of an illness. Some examples of social distancing practices you can follow are to:

  • Use a shaka or a wave instead of a handshake or a hug to greet someone.
  • Use online or mobile banking options in lieu of visiting a branch in person.
  • Avoid heavily trafficked public places, stores, or events.
  • Try to avoid crowded elevators as much as possible.
  • Keep a distance of 6 ft. or more between you and other people.

What happens if there is a possible exposure to COVID-19 at a location?

When we are made aware of a potential direct exposure to COVID-19, that location may be temporarily closed. In some cases, a branch may be closed for longer periods related to the inability to safely conduct transactions and maintain social distance between our clients and our employees.

What is the bank doing to help keep its employees safe?

The safety and health of our employees is of the utmost concern. Bank of Hawaii is enacting multiple processes to protect our employees, such as social distancing, postponing bank gatherings, and increasing sanitation measures and supplies.

Am I allowed to wear a mask to the branch?

Customers may wear protective masks at their own discretion. Customers may be asked to temporarily remove their mask for identity confirmation. For more information on this topic, please visit the CDC’s Prevention & Treatment page.

Why are Bank of Hawaii employees wearing masks at the Branch?

The health and safety of our employees and customers is our top priority, so employees may wear protective masks at their own discretion.

Why are Bank of Hawaii employees wearing face shields that look like construction masks?

To help protect our community, during this time we’ve offered these face shields to our branch employees. They are, in fact, construction masks, but they are efficient and don’t take supplies away from our medical community.

How is Bank of Hawaii implementing social distancing at the branches?

We have established social distancing measures in all of our branches, including asking customers to remain at least six feet away from each other while in line for teller services. We are in the process of installing visual markers to help customers maintain the appropriate distance. Branches are also implementing limits on the number of people in the branch lobbies at any one time.

Are you sanitizing the money?

At this time, neither the CDC nor the WHO have shared any process or method to sanitize U.S. money. To ensure the safety of our employees and customers, Bank of Hawaii is focusing on making sure employees and customers alike have access to sanitation supplies, such as hand sanitizer, wipes, and gloves.

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