American Savings Bank – McCully Branch

Assistant branch manager Victoria Sanchez helped me secure my home equity line of credit just in time to buy my condo in a tight, fast-​paced Makiki market. Sanchez expeditiously provided my realtor with Verification of Deposit and ASB heloc approval letters which are crucial in the initial stages of escrow (buyer’s proof of funds) and aided my agent in the negotiation process. Her friendly service was efficient and personalized, as she kept me constantly informed of what would and what needed to be done at each step of the time-​sensitive process. I couldn’t be happier with American Savings Bank’s loan dept. and Victoria Sanchez.

It was a rainy night and I was in search of an American Savings Bank branch. My hunt for this branch started off when I was near University Avenue at Bubbies Homemade Ice Cream & Desserts. I walked down King Street and bypassed Longs, food establishments, other banks, as well as a park.
When I finally made my way to the American Savings Bank I had no idea it was in McCully. Now that I know where the branch is and if I need to get some spending cash I would come to this branch and use the automated teller machine.
After retrieving the moolahs from the ATM for spending then it was backtracking my steps until I reached Bubbies Homemade Ice Cream & Desserts to meet up with some friends for a late night dessert.

Worst service and wait time. Do not come here for anything except withdraw/​deposit money from the atm. Besides having one person at customer service who takes over an hour per customer, there is no sign in sheet, staff inability to estimate wait time, and failure to let customers know that the likelihood to serve is nil. Rather they had us wait 20, 45 and then an hour before we had to ask if they could help, in which the one woman at customer service told us that they actually wouldn’t help us today even though she said both times she would be right with us. There were two service reps but one packed up and left at 1030 am (!? That was a tease — gawd damn). We also had a newborn infant w us… thanks asb. Sheezus get it together.

I have found the staff member are always so helpful and very friendly; they are always ready to serve you in various ways — check your balances, answers your questions if any, have a warm smile of greetings and make it feel you want to come back!

This review is not for the tellers and the staff in the bank itself but for the corporate office.
I have seven bank accounts with this company and I travel around the world on a regular basis.
Let me start by telling you that I was very upset that they got rid of the travel awards plus cards.
Prior to leaving to a trip to Europe I went into two different American Savings Bank locations. I made sure that travel notes were attached to my account so that way the fraud prevention Center would not flag my account. The first branch was the new location located next to Safeway in town. To confirm that my notes were correctly attached and written up I will verify them when I went into the Kalihi American Savings Bank branch. Each time I had the teller double check the notes on the account who said it was written correctly and it would be okay to use my card with no problem in Europe.
On this one month long trip having separate accounts with travel notes attached, my husband and I spent several days trying to remove flags on our account.
Because American savings bank customer service is NOT 24 hours this is NOT a good card to use for travel.
Our card was DECLINED more times than I can count and when we tried to contact the bank during the day in Europe, the customer service was closed in Hawaii. We were stressed and had to wait until 11 PM or midnight and stay up very late to in order to catch the bank at their open customer care business hours.
Each time we spent 15 minutes to almost 1 hour talking to different representatives trying to figure out the source of the problem.
Each time we were shuffled back-​and-​forth between fraud prevention and other departments.
Each time they said that our card with was fine and it would be working the next day. When we asked them to verify that our card would be working they said there was no way of verifying that it would work. they said that all the flags have been removed and the notes had been properly put in place so we would be able to use our card.
Trusting in this oh so trusting bank system we went to sleep and when we woke up the next morning and left to do our tours and sightseeing we found that our card was DECLINING again.
For those of you who don’t travel to foreign countries often, it is better to use your card at a 2% transaction rate then it change money because it is a higher rate to exchange cash.
We found ourselves having to use our reserve cash and forced to change out tons of cash at a very high 10% exchange rate just because the fact that our card wasn’t working so we needed Euro because our card was not working.
Because of these forced transactions, 7−10% being a fair rate of exchange in the area… we lost HUNDREDS $$$ of dollars due to Bank clerical error.
When we returned I notifyed the branches which I made these notes. Each bank apologized and said they could do nothing for me.
A month and a half after I returned I found that I was going to Asia. Not wanting to run into the same problems I went into the bank to clarify the problem and try to correct it.
Each branch said that all they could do is the same procedure as they did in my last situation. They also recommended that I go to the main branch in downtown to talk to someone in the corporate to see if they could correct the problem so it would not happen again.
When I arriving downtown I requested to speak to someone corporate about the situation. I basically wasted my time because no one would come down from the corporate office to address the situation.
Their response was to circumvent the problem they referred me to the customer service number, the same number in which could not help me with the problem in the first place.
Thank you American Savings Bank for being so professional. I really appreciated you wasting hours of my life on my vacation talking to your customer service staff for a problem that no one can resolve.
TRAVELERS BEWARE!!! Go to another bank or get A TRAVEL FRIENDLY Credit Card from any other company. Maybe you can even get one with travel awards!

This place SUCKS… I come here once a month and it’s always the same. First the line is super long, then you have the oh so NOT friendly TELLERS… no matter what time of day it is you have to wait. This branch should get ZERO stars.

Lots of validated parking availAble

The customer service in this bank is great! They are friendly and I’m greeted by name as I walk in the door. They had 5 tellers on the line when I walked in and there was no line. Their hours are Monday through Friday 9 AM-​6 PM and Saturday 9 AM– 1 PM. The parking lot is pretty busy because they share the lot with Times. It is convenient to go shopping and get your banking done at the same time.

So sad to read the previous reviews were so negative. Anyone can have an off day. I hope they return to see what a huge improvement service has been lately and is willing to update their reviews. It is a customer driven business. Any suggestion can be made to the branch manager for improvements.
Parking is convenient off the busy South King Street in a private lot shared with Times Super Market.
Since the new manager came on board, the lines has been shorter. There is more staff working. I have had friendly and helpful service. It’s nice that the manager knows my name.
I guess it depends what time and day you go. Of course you’ll get the rush hour of pay day and all those awesome days when checks need to be deposited. If you want to avoid entering a bank, ASB do offer online banking. I do most of my banking online. And I love that option! Experience will vary from one to another. Don’t let those one star reviews discourage you from using this branch.

This has got to be the SLOWEST ASB Branch. Been here a couple times, had to wait in lines each time (one wait was close to ½ an hr) DEFINITELY UNDERSTAFFED

I would give this location NO star, but it will not allow me to post.
Went in there today to deposit, and boy was my teller not pleasant. What is with this place?!

OK, I have held off on posting this to the web as I was going to write a letter to the management, but you know what? Public humiliation is the perfect venue for ASB and the management there. I am seriously sick and tired of their inaction, their cheap imposition of never enough tellers and their overbearing and obvious hatred towards their customers. There can be no other explanation for their behaviour, unless you want to add to it that they hate their own employees. Why else would you abuse people without remorse and then force the front line people to apologize for making you wait? It is a true and honest sickness and if I ran my business like that? I WOULD BE OUT OF BUSINESS!!! I would rate ASB Downtown with 0 stars if possible.

So I recevied my State Tax check, and I had to pay for my car insurance. I’m currently linked with a Hickam Credit Union, and I work in town. So I randomly picked-​out the closest bank to me at the time, which happened to be American Savings Bank. I knew that I would be charged a fee, for not being a member. at least thats what I thought?! I was told that I had to be a member, and that they couldn’t cash the check. I told the teller, «are you sure? This is a check from the US govt». The teller continued to say they couldn’t. So I simply drove a little ways up the street to First Hawaiian Bank, and they cashed it for me. I was able to pay my car insurance! I guess I should change my bank, and get a more convient one, but it sure won’t be American Savings.