American Savings Bank Hawaii

This feature ultimately works well and is reliable. But access is very muddled. The initial screen is unintelligible due to the various choices being very unclear. The option to go to bill pay site is well hidden, but when accessed, that site is very clear and helpful, but too many steps to get a clear layout. The mobile check deposit feature is clear and nicely done, but would be better if menu label was more prominent. The access to transactions is very clear and helpful, and much appreciate how very current it is. Also, much appreciate how quickly I am now getting external bank transfers including fund access.

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Although you can add a nickname to each payor, in the app that’s all you can see. For instance you and your spouse both have a Visa card and you nickname one wife and the other husband, you will only see wife and husband in the list of vendors. Ok if you only have one card but when you have several it’s impossible. Same if you have multiple properties and you nickname the address, but you do that with each utility and property tax, now you just see six listings with the same property but you have no idea what vendor you’re paying. I also don’t like the fact that in the middle of actively working in the app it will close down automatically due to time and then everything is lost. The worst past about the bill payment system is that if ASB has to use a third party to cut the check the money is removed from the account at that time NOT when the check is presented for payment! Which means you never know if a check has been actually received until you get a past due notice and the. Have to contact the bank, pay to be told the check hasn’t cashed and then pay to have a stop payment place and then fight to get the money reinstated and then start the process over again. In the meantime you the vendor dings you for being late and it affects your credit score and there’s nothing to fix it.

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All I want to do is eliminate an old, inactive home equity loan from my account lineup. Received a message back from customer service that I need to do this myself as since this was a recurring payment. Gave me the steps to follow. I followed up to a certain point, and there was no “cancel series” option. Tried many times and I guess I’m heading to the bank for help after the holiday. I’ve tried to do this previously as well... that’s when I got this set of instructions. There was no mention of “a call us if you need someone to walk you through the steps” option. I’m a senior and can do a lot of things online with minimum support, but this experience left me feeling stupid and incompetent. Would have been nice and courteous if person who gave me the instructions, also included a callback number with their name so I could call them during working hours. This kind of issues really can make one feel hopelessly inadequate and is demoralizing as well.

i gave this app four stars because sometimes the app has some issues. but i love how convenient this app is! you can deposit checks, send money through text, check you balances a millions times a day even if your balance is still the same, make account transfers (internal and external), pay your bills for FREE on bill payer so if you have fraud transactions on your card it will not affect your bills, and just the convenience of monitoring your account at any time of day! thank you ASB for making banking easy. the next thing they need to do is allow their ATMS to distribute any bill denomination instead of just 20s.

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What I love: ease of accessing account information, quickly transfer funds between accounts (internal and external), and simple design. What I can't stand: the mobile check deposit function is aggravating!! I consistently have difficulties with it capturing the images or processing the information. I almost always expect to have to capture images several times in a single session. I'm often left more frustrated, trying to deposit the next day through the app or just going in person to a physical location. I'd give this app way less stars if it didn't have any redeeming factors. (Also not a reflection of the bank itself... Banking with ASB has been wonderful)