1 star for the Lahaina Branch Manager Rose Koyama and the loan Dept. For poor customer service. Inconvenient, no apologies and no explanation for their manipulation and abusive treatment.
I went in to deposit a check for less than $8,000. Legally less than $10,000 banks are not supposed to question.
Rose asked me a bunch of questions regarding the $7,000 check at least 6 questions to the point where she started yelling more and more because I wasn't giving her the answers she wanted to hear and I found myself yelling back at her, both of us ended up yelling back and forth because she couldn't stop asking me random personal questions regarding the check and I didn't give her solid answers. I kept answering I don't know! I don't know! Like 5 times I kept telling her I don't know! Then I offered her if she wanted a copy of the entire document that came with the check to help her out and she said yes. But after that she was still acting very doubtful and she still withheld the check. The whole whole the teller is in between us quiet the whole time. I asked Rose how long. She said by end of business day tomorrow because she has to clear it with Honolulu first. So the next day, end of business day I called her to follow up and she changed the story saying that the loan for will follow up with me with questions. I said how does me depositing a check effect the loan dept? I asked her to return the check if it can not be deposited. Twice over email I asked her I need the check back. She denied to give back. Next thing the loan dept called me, asking me over and over again if I have any questions regarding the check. I said no I don't have any questions at all, you're the one calling me and asking me questions. I'm just trying to deposit a check. The loan dept acted exactly like the Branch Manager hassling me and asking me several questions over and over about the nature of the check and insisting to withhold the check when I said I need the check back if you can't deposit it. I told the loan department I had already called the issuer of the check (Geico Insurance) to stop the payment because you guys are withholding the check and are asking too many questions. When I spoke to Geico, they said that the bank is not supposed to withhold the check and that if the bank has any questions they should be calling Geico, and not bombard me with outrageous questions over and over again. Mind you this check is also clearly under 10K. The loan dept was upset and asked me why did I tell Geico to stop the payment of the check and why should I be reissued another check. I said, I'm not questioning your bank policies. Since I am going to be reissued a check at least I don't have to go back to the Lahaina Branch and deal with Rose again. I can go to another bank branch and get better service. Everytime I had to explain to the loan dept my point of view they kept interrupting and saying...okay okay okay....okay okay okay...even when I said Geico told me to tell you if you have any questions call them instead and again the loan interrupted and said okay okay okay.... read more
