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Frequently Asked Questions

Operations  |  Prevention and Preparations  |  Financial Assistance Programs  |  ATMs  |  General Inquiries

Operations

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.

 

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.

 

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.

 

How are you working to minimize call center wait times?

We are bolstering our call center capabilities by training and deputizing more than 100 branch, private banking and commercial staff members to provide additional support over the phone.

 

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.

 

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

Effective now until June 30, 2020, all consumer and business CDs will receive a waiver of CD early withdrawal penalties to allow clients to access their funds 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 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 website: 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 June 30, 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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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.

 

How do I learn more about managing 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.

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