Consumer complaint received 2025-05-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: FIRST HAWAIIAN, INC.

Complaint narrative:
Subject : Complaint Regarding Unwarranted Fees and Unauthorized Credit Card Cancellation by First Hawaiian Bank Dear Consumer Financial Protection Bureau ( CFPB ), I am writing to formally file and express my concerns regarding recent issues I have encountered with First Hawaiian Bank. 
XXXX. On XX/XX/XXXX, I visited First Hawaiian Bank to handle my business. During my first visit to open an account and inquire about investments, the bank customer service representative recommended that I apply for a credit card as I would be traveling to XXXX XXXX shortly after my week-long stay in XXXX. Unfortunately, the bank could not issue the card on the same day or week, and I had to leave my next destination address in XXXX XXXX for them to conveniently send it. On XX/XX/XXXX, I visited the bank again to inquire about related services and make a withdrawal. At that time, the customer service representative did not adequately inform me about the potential expedited fees or possible late charges that could arise. Had I been informed, I could have paid it on the spot. 
XXXX. After I left XXXX, the bank recorded these charges without sufficient communication. During the card delivery process, the bank did not follow up in detail and notify me in a timely manner. The mail was returned in XXXX XXXX, and I inquired and was told that I would not stay in the XXXX for XXXX, probably about XXXX weeks before I would leave. On XX/XX/XXXX, I flew to XXXX. The bank staff did not clearly inform me about the expedited fees, leading to monthly late charges. 
XXXX. After my relatives at my address in XXXX received the bank 's late fee notices and conveyed the issue to me, I initially did not understand why there would be related charges. I inquired about the late fees via email, but the bank staff only provided the local address and phone number, without offering other contact methods or explanations, leaving me unable to confirm the specifics of the late fees. 
XXXX. As I am often traveling abroad, I had specifically requested that all communications regarding my account be sent to my email address when opening the account. However, the bank failed to comply with this request, only providing the local address and phone number, preventing me from receiving the statements in a timely manner and understanding the associated fees. The late fee notices were sent by paper mail, causing me to miss them and not be aware of the associated fees. 
XXXX. I tried to contact the bank via email, but received no positive response. The relevant departments mistakenly identified me as a XXXX customer and did not address the late fee issue. 
Due to the unprofessional conduct, I had to ask a friend to inquire in person to find out that it was due to the expedited fees that led to late charges. 
XXXX. During my feedback period, the bank forcibly deducted credit card-related late fees from my primary savings account without clear confirmation of the facts and without my consent and agreement on XX/XX/XXXX. I consider this practice highly improper and an infringement of my rights. 

XXXX. During my feedback period, the bank unilaterally canceled my credit card in XXXX and deducted credit card-related late fees from my original deposit account on XX/XX/XXXX, without clarifying the facts or obtaining my confirmation and consent. These actions were highly improper and have infringed upon my rights. I have repeatedly explained and provided feedback on the issues, but the bank has only agreed to refund the initial expedited fees and the most recent month 's late fees, while attributing full responsibility to me. Furthermore, the refund was not returned to my original deposit account, which means I would have to reapply for a credit card to access my own funds. I consider the bank 's actions to be malicious. 

I am disappointed because the late fees were incurred due to the bank 's oversight, not my fault. I have never had any delinquent payment records, yet the bank has deducted fees from my deposit account. This is extremely unreasonable. From XX/XX/XXXX to XX/XX/XXXX, the bank has charged me a total of {$220.00} for expedited fees and rolling late fees. 

I have become aware that since XXXX, about XXXX banks have regulations regarding late fees. mention that the bank 's actions violated CFPB 's XXXX XXXX monthly late fee limit. In " Fair resolution However, Hawaii First Bank violated the above rules and Continue to charge fees without the customer 's knowledge Due to the bank 's rigid attitude and the communication difficulties as an overseas customer, I hope the CFPB regulatory authorities can assist in handling this issue to prevent the bank from business negligence and improper charges to customers. 

In summary : I initially chose this bank for account opening and investment purposes and accepted the customer service representative 's recommendation for a credit card to facilitate future business trips. However, due to the customer service representative 's failure to communicate adequately, I incurred additional high fees unknowingly. 

When I tried to understand the situation and handle it, the bank only provided me with the local address and phone number of the relevant department and never replied to my subsequent emails, which is very unprofessional.

Company response to consumer: Closed with explanation