FAQs - Bank of Hawaii Mortgage Servicing Center

Mortgages > Tools & Resources > Bank of Hawaii Mortgage Servicing Center FAQs

IMPORTANT: Your mortgage account has been migrated to e-Bankoh Online Banking system. Log in or enroll with e-Bankoh to access your Bank of Hawaii Mortgage Servicing Center.

IMPORTANT: Your mortgage account has been migrated to e-Bankoh Online Banking system. Log in or enroll with e-Bankoh to access your Bank of Hawaii Mortgage Servicing Center.


Log-in/Enrollment

Content

Online Statements

Make a Payment

Mortgage Calculator


Log-in/Enrollment

Q. What is the Mortgage Servicing Center?
A.
It's a 24/7 online service where customers can view their mortgage loan summary, posted transactions, taxes and interest paid year-to-date, escrow account information, and amortization schedule based on the original loan balance.

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Q. Is there a charge for this service?
A.
No, this is a free service for Bank of Hawaii’s mortgage customers.

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Q. What will I need to get started?
  1. If your mortgage is the only account you have with Bank of Hawaii, please complete the linked form
  2. If you have accounts other than a mortgage loan with Bank of Hawaii, you can self-enroll here
  3. If you need assistance with your enrollment, please contact us at 694-1050 or Toll-free: 1-888-643-3888, at the main menu press "81" or you may also send us an e-mail through the "Contact Us" menu option.

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Q. How secure is this site?
A.
Bank of Hawaii’s Mortgage Servicing Center utilizes current technology to provide the highest level of protection. The additional authentication process ensures that you are not on a false website, and prevents malicious users from accessing your account.

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Q. Is this site only for mortgage loans?
A.
Yes, this site will only provide you with information for your first mortgage with Bank of Hawaii. You may access your Bank of Hawaii Home Equity Loan information through e-Bankoh. To learn more about e-Bankoh and to sign up, click here.

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Q. I have a mortgage loan through my credit union that is serviced by Bank of Hawaii. Can I still use this Mortgage Servicing Center?
A.
Yes – as long as the mortgage loan is serviced by Bank of Hawaii you will be able to view your loan information from this site.

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Q. Can I authorize someone else to get my loan information online?
A.
Only the borrower or co-borrower should be accessing loan information from this site.

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Content

Q. How can I obtain loan history that is not shown on Loan Activity?
A.
 You can view  three years of history (up to 50 transactions). Additional loan history can be provided for a nominal fee. You may contact us at 694-1050 or Toll-free: 1-888-643-3888, at the main menu press “81” or you may also send us an e-mail through the “Contact Us” menu option.

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Q. Where can I find the amount of interest that I’ve paid for this year?
A.
The total interest paid for the current year is located under the My Loan tab at the bottom of the page, under "Year-to-Date Totals”.

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Q. Where can I find the amount of taxes that have been paid for this year?
A.
The total property taxes paid for the current year are located on the Current Loan Information page at the bottom under “Year-to-Date Totals”.

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Q. My mortgage payment is automatically deducted from my checking/savings account. How can I ensure that the payment was received?
A.
You can view the date your mortgage payment was received and applied to your mortgage by viewing your loan activity in the My Loan tab.

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Q. There are more than two borrowers on this loan. Why is the Mortgage Servicing Center only showing two borrowers?
A.
 Only the first two borrowers on the loan are reflected, additional borrowers are not shown but are included on our records. If you would like to confirm additional borrowers you may call us at 694-1050 or Toll-free: 1-888-643-3888; at the main menu press “81”.

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Q. How can I contact Bank of Hawaii if I have any questions?
A.
You may contact Mortgage Loan Servicing at the following:

Phone: 694-1050 or Toll-free: 1-888-643-3888; at the main menu press “81”
Fax: 1-808-694-4500
E-mail: mlscustservice@boh.com or click on the “Contact Us” menu option

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Online Statements

Q. Will my monthly statement still be mailed to me when I sign up for online statements?
A.
When you sign up for online statements, you will no longer receive paper statements in the mail. Instead when your monthly statement is ready for viewing and printing, an email will be sent to notify you. If you change your mind and would like to resume receiving paper statements in the mail, you may un-enroll from this service.

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Q. I am currently on Automatic Payment Service (ACH). Will I still be able to enroll in this service?
A.
Yes, you may sign up for this service and an email will be sent to you monthly to notify you that your monthly statement is ready for viewing and printing.

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Q. Is there a fee for this service?
A
. No, there is no fee for this service.

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Q. Will I be able to view my past statements?
A.
You will have access to 12 months of mortgage statements.

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Q. I currently make my monthly payments with the coupon on the bottom of the monthly statement. If I were to sign up for online statements, how will I be able to make my monthly payment?
A.
You may make your monthly payment online with our Make a Payment option. It’s a free service and you can schedule up to 3 advance payments. You may also take your payment to a Bank of Hawaii branch near you or mail it to us at:

Bank of Hawaii
PO Box 3650
Honolulu, HI 96811

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Make a Payment

Q. Is there a charge for your one time Make a Payment service?
A.
 This service will allow you to make your monthly mortgage payments in a timely manner and also allow you to schedule future payments. There is no charge for this service.

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Q. Will I be able to make extra principal payments using this service?
A.
 As long as your current month's mortgage payment has been posted to your loan, you will be able to make additional principal payments using this service. When requesting making a principal only payment, select "0" in the number of payments field.

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Q. Will I be able to make a mortgage payment with a credit card with this service?
A.
A payment to your mortgage loan via a credit card is not allowed. Credit card "convenience checks" are also unacceptable for payments to your mortgage account.

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Q. What accounts can I use with the Make a Payment service?
A.
 You may use any checking or savings account with US funds to which you are an account holder and have the authority to use.

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Q. What happens if my Make a Payment is returned due to insufficient funds?
A.
We will notify you by mail that your request was not processed and a $20 fee for insufficient funds will be assessed to your loan.

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Q. Who will be authorized to use this service?
A.
Both the borrower and co-borrower may utilize this payment service.

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Q. How do I go about cancelling my request?
A.
Once a transaction is submitted, it may only be cancelled by contacting Mortgage Loan Servicing at least one full business day prior to the scheduled payment draft date. Our business hours are from 7:30 a.m. to 4:30 p.m. HST, Monday through Friday. Our phone number is 694-1050 or Toll-free: 1-888-643-3888. Once you hear the main menu, press 81.

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Q. Why is Make a Payment not available on my account?
A.
There are certain situations where this option is not available. For further information, please call Mortgage Loan Servicing at 694-1050 or Toll-free: 1-888-643-3888, at the main menu press 81. Mortgage Loan Servicing is available Monday thru Friday from 7:30 a.m. to 4:30 p.m. HST.

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Q. Can I schedule multiple/advance payments?
A.
Yes, you can schedule up to 3 payments in advance, either in one single lump sum payment or as up to 3 different transactions.

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Q. I am already on an automatic monthly payment service to pay my mortgage. Will I still be able to use the Make a Payment feature?
A.
Yes, you may still use the Make a Payment feature to make additional principal payments even if you are on our automatic monthly payment plan. Before you can apply additional payments towards your principal you must be sure that your regular monthly payment has been applied to your loan. If you use the Make a Payment feature to make your regular monthly payment your automatic monthly deduction will not occur.

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Q. Will my other bill payment service that I use to make my monthly payment be affected if I make a payment using the Make a Payment feature?
A.
The arrangement that you have with your bill payor service will not be affected. They will continue to send Bank of Hawaii a check for your monthly mortgage payment as instructed by you.

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Mortgage Calculator

Q. I do not see the Mortgage Calculator as an option. Why?
A.
The Mortgage Calculator is available for most Fixed Rate Mortgages. If you loan falls into one of the following categories the Mortgage Calculator will not be available for your use:

* Adjustable Rate Mortgages
* Construction Loans
* Interest Only Loans
* Paid in Full Loans
* Loans with principal balances less than or equal to zero

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