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Frequently Asked Questions

Operations  |  Prevention and Preparations  |  Financial Assistance Programs  |  ATMs  |  Economic Impact Payments  |  General Inquiries

Operations

Why did you change your Call Center hours?

With the Governor’s stay at home, work at home order, more customers are calling during the day than ever before. To help accommodate, we have been cross-training branch staff to assist our Call Center team, and now are reallocating our night staff into day shifts to better serve our customer’s needs during this stressful time.

 

How does limiting your Call Center hours reduce wait times?

By changing our hours, we are able to utilize team members who are usually working during the night during the day. This staffing adjustment gives us additional capacity during our peak periods, reducing wait times so we can serve you faster.

 

What about concerns about fraud or lost/stolen cards?

Although the main call center hours are changing, Bankoh by Phone remains 24/7 and investigations for fraud concerns and lost/stolen card inquiries will continue to be handled 24/7. Please follow the prompts on the phone as directed.

 

Is Bank of Hawaii closing due to the virus?

First and foremost, we care about everyone’s safety, and are actively following the latest developments and guidance from the Centers for Disease Control and Prevention (CDC) and the Hawaii State Department of Health to ensure we are operating based on the most up-to-date information. As conditions change, we will assess and adjust services accordingly. Our primary concern is providing our employees and our customers a safe environment. The Availability of Banking Services page will remain up to date with closures and service availability.

 

How long will the changes to the bank’s operations be in effect?

Our operational changes will be in effect until further notice. We are monitoring the situation closely and will share updates on the Availability of Banking Services page whenever changes or updates are made.

 

Is X Branch still open?

For the most update closure information, please visit the Availability of Banking Services page.

 

My branch is closed, where do I go?

We’re sorry for the inconvenience. You may find information about our open branches on the Availability of Banking Services page, by visiting the locator on our website, or checking the mobile app for open locations near you.

 

How did you determine which branches to close or keep open?

We gave serious thought before making any decisions to temporarily contract our branch network. Our decision to close certain branches over others was based on a variety of factors, including the mandatory stay/work at home orders, geographic location, accessibility, and square footage to adequately social distance inside the branch. You may find the nearest open Bank of Hawaii branch by visiting our locator or by visiting the Availability of Banking Services page.

 

Will Customers be able to access their safe deposit boxes?

Any customer who has a safe deposit box at an open branch location will be able to access it. 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?

Call wait times may be longer than usual as we work to address the needs of our customers, including those financially impacted by the COVID-19 situation. In an effort to give you the best customer experience possible, we encourage you to take advantage of our online and mobile banking tools. Thank you for your patience and understanding as we navigate this rapidly evolving COVID-19 situation.

 

What happens when a Bank of Hawaii employee tests positive for COVID-19?

Any employee who tests positive at one of our branches/facilities will immediately seek medical care and quarantine themselves. Additionally, anyone who was in close contact with the impacted employee at work (prolonged contact of 15 minutes or more, and within 6 feet) is notified, including customers, vendors, and other employees. Out of an abundance of caution, any bank employee who had close contact with the affected employee is asked to self-quarantine, consult their healthcare provider, and get tested. The affected branch may close so it can be professionally deep-cleaned and sanitized.

 

When is an employee who tested positive for COVID-19 allowed to return to work?

Before returning to work, the employee who tested positive must either meet the CDC guidance for symptom-based strategy (it must be at least 10 days since symptoms appeared, and at least 24 hours since the last fever—without fever reducing medications—and all symptoms must have improved) or retest for COVID-19 with negative results and be cleared to return to work by a healthcare provider.

 

Can I ask which employee it was that tested positive for COVID-19?

Per ADA privacy rules, Bank of Hawaii cannot disclose the identity of an employee whether it’s a potential, suspected or confirmed case of COVID-19. However, anyone, including customers, who has been in close contact with an employee (prolonged contact of 15 minutes or more, and within 6 feet) that has tested positive for COVID-19, will be notified by the bank. We encourage you to contact your healthcare provider if you have any particular health-related concerns for yourself or family members.  

 

I saw that the branch was already deep cleaned – how long did the bank know about the positive test result before disclosing the information?

Because the health and safety of our employees and our customers is of greatest importance to us, we arrange for professional deep cleaning as soon as we become aware of a potential COVID-19 situation. Depending on how quickly the cleaning can be performed, the cleaning can happen before we are notified about a positive COVID-19 test result.

 

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).

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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.

 

What is the bank doing specifically to protect customers at the branches?

Bank of Hawaii is complying with recommendations from the CDC and the WHO, and is monitoring regularly for updates. We are also deploying hand sanitizing solution and sanitizing wipes to all branches. Employees continue to perform an extra cleaning cycle during the day. Additionally, our cleaning crews are using industrial-strength antibacterial products and focusing on sanitizing hard surface, high-traffic areas. We have also added a second cleaning cycle to our office locations at our downtown Tower in Honolulu, Kapolei, Iwilei, and Hagatna Branch.

 

Where is the hand sanitizer in the branches?

Bank of Hawaii is in the process of deploying hand sanitizing solution and sanitizing wipes to all branches.

 

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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Financial Assistance Programs

Are there any Financial Assistance Programs?

Bank of Hawaii has initiated two financial assistance programs to help Bank of Hawaii loan customers facing financial hardship as a result of COVID-19. Our Forbearance Program provides loan forbearance for up to 6 months for residential mortgages, home equity loans and home equity lines in the amortization period. Our Extension Program provides loan extensions for up to 3 months for products including direct installment (personal loans) and indirect loans (auto).

If you find yourself experiencing a financial hardship, please visit the Financial Assistance page or get more information on the programs by calling the follow numbers:

 

What is the status of the forbearance/extension for my loan? I haven’t received a call back yet.

As we work to address the needs of our customers financially impacted by the COVID-19 situation, it may take longer than expected to receive a call back regarding your loan due to the number of requests we are receiving. Please note, if you have submitted the form, we have received your request. You will receive a response, and we are addressing each request in the order they were received.

 

How can I learn more about the options I have for my Hawaiian Airlines® Mastercard® credit card account in light of COVID-19?

The Hawaiian Airlines® credit cards are issued by Barclays Bank Delaware (Barclays). To keep you informed, Barclays has created a new website with information to help you manage your account and provide you with updates during this time. Please visit Barclays’ website

 

Is Bank of Hawaii doing anything to waive CD early withdrawal penalties if I need access to my funds sooner?

Yes—there’s still time to take advantage of the CD early withdrawal penalty waiver! Effective until June 30, 2020, Bank of Hawaii is waiving all early withdrawal penalties for customers with CDs, or Time Deposit Accounts, to lessen the impact of COVID-19, with the exception below. This includes consumer and business CDs along with Individual Retirement Account (IRA) CDs.

  • Exception: Due to Regulation D requirements, penalties cannot be waived for consumer or business CDs closed within the first six (6) days from the date the CD was opened. Once a CD has been opened for seven (7) days the penalty can be waived for early closing.
 

Will the CD early withdrawal penalty waiver also include IRA CDs?

IRA CDs will also be eligible to receive a waiver of the CD early withdrawal penalties through June 30, 2020 as long as it has been in place for seven (7) days. This is different from any federal tax penalties for early withdrawals. Please consult your tax advisor to determine if any tax implications apply to you.

 

Where can I find the current CD rates?

Please visit our Current deposit rates page for the most up to date rates. In light of recent movements in the market, deposit rates are variable and are subject to change at any time.

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ATMs

Is it safe to use ATMs?

We are doing our best to regularly sanitize our ATMs, but recommend following the CDC guidelines of regularly washing your hands or using hand sanitizer or sanitizing wipes. For more information, please visit the CDC’s Prevention & Treatment page.

 

Are Bank of Hawaii ATMs available?

Our ATMs will remain open and any changes in service will be updated on our locator. Effective April 1 through July 21, 2020, we are waiving our ATM fees for Bank of Hawaii debit cardholders who make cash withdrawals, balance inquiries, or transfers at non-Bank of Hawaii ATMs in the U.S. and Territories.

You will also be able to access your accounts online using e-Bankoh or by using the Bank of Hawaii mobile app. 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.

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Economic Impact Payments

Am I eligible for an Economic Impact Payment?

We recommend that you visit the IRS FAQ page for the most up to date answers to your questions, including:

  • Will I get a payment? How much will it be?
  • How and when will I receive it?
  • Do I need to do anything to get it?
 

How will I know when my Economic Impact Payment has been deposited?

You can use online banking or mobile banking to monitor your account balance and transactions 24/7/365. To be notified in real time, we recommend setting up a transaction alert.

 

How can I deposit my payment without going into the branch if I receive a paper check?

If you receive an Economic Impact Payment in the form of a physical check through the mail, the fastest and safest way to deposit your money is with mobile check deposit.  We encourage you to download the Bank of Hawaii Mobile App and use this free service. Learn more about Mobile Deposits.

 

How can I find out the status of my payment?

The IRS is building a tool expected to be available for use by April 17, 2020. “Get My Payment” will provide people with the status of their payment, including the date their payment is scheduled to be deposited into their bank account or mailed to them. For the latest information, please visit the IRS website.

 

How can I sign up for direct deposit for my payment?

If you did not file taxes for 2018 or 2019, the IRS has opened a portal where you can update your direct deposit information. The IRS is in the process of building a second tool (expected to be available starting April 17, 2020) called “Get My Payment”, which will allow people who have filed a chance to provide their bank account information so they can receive their payment more quickly rather than waiting for a paper check. This feature will be unavailable if the Economic Impact Payment has already been scheduled for delivery. Learn more about Economic Impact Payments.

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General Inquiries

Is my money safe in my checking and savings accounts?

Yes, your checking and savings accounts are insured by the Federal Deposit Insurance Corporation (FDIC). For more information, please visit FDIC.gov.

 

Will business customers still be able to make Night Drops and Cash Requests?

Customers will still be able to access Night Drop as normal except for the depository at our Kalihi Branch, which is permanently closed as of March 24. In addition to other precautions we’re taking within branch locations, we are also prioritizing customer safety by continuing to disinfect and clean Night Drop locations. Cash/coin requests can be made at open branches. Please visit the locator for available branches.

 

Did the Coronavirus Aid, Relief, and Economic Security (CARES) Act have any impact on Individual Retirement Accounts (IRAs)?

The CARES Act, which was signed into law in late March 2020, aims to assist millions of Americans affected by COVID-19. There are multiple provisions that affect retirement accounts. The big changes are related to Coronavirus-Related Distributions (CRDs) and Waiver of Required Minimum Distributions (RMDs) for 2020. See FAQs below or click here for more detailed information. On June 29, 2020, the IRS issued additional guidance on the waiver of 2020 RMDs, which can be found here.

 

Is there any relief for early distributions?

If you’ve been directly impacted by COVID-19, you may be eligible to withdraw up to $100,000 in aggregate from eligible retirement plans without paying the 10 percent early distribution income tax penalty. This type of withdrawal is called a Coronavirus-Related Distribution (CRD) and needs to have been made on or after January 1, 2020 and before December 31, 2020 by an individual who satisfies specific eligibility requirements under the CARES Act. Please consult with your tax advisor about your distribution options. For additional details on CRD eligibility, click here.

 

How does the CARES Act impact my 2020 Required Minimum Distribution (RMD)?

RMDs normally required for 2020 are waived for taxpayers with an RMD due in 2020. This waiver also applies to IRA holders who turned 70½ in 2019 but did not take their first RMD before January 1, 2020. This also applies to IRA beneficiaries subject to the 5-year-rule. In those instances, 2020 is disregarded and one year will be added to the remaining period. For additional details and guidance on the waiver of RMDs for 2020, click here.

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