Bankoh experiences system-conversion, circuit problems

By Deborah Adamson
Advertiser Staff Writer

Some Bank of Hawaii customers said yesterday that they couldn't access their accounts by phone or ATM after the bank completed the outsourcing of its technology operations to an out-of-state firm over the weekend.

"I give up," said Lambert Shaw, a 75-year-old Kailua retiree who tried to access the system at least five times since Sunday night.

He said he faithfully checks his account balance daily; the banking-by-phone system worked Sunday morning, but by evening it was rejecting Shaw's attempts.

Early yesterday, Shaw tried to get money out of the ATM, but his personal identification number was rejected.

"They definitely are having problems," he said.

In late May, Bank of Hawaii notified customers about the July 4 weekend switchover. Some account numbers would change and customers would need to reset their PIN numbers, the state's largest bank said.

Yesterday, spokesman Stafford Kiguchi said the bank "regrets and apologizes for any inconvenience."

He said the bank had to convert half a million accounts and "overall, the conversion did go very well."

He said he knew of eight customers with multiple accounts who had trouble with their PIN numbers. The bank's call center was also busy yesterday and had some circuit problems, Kiguchi said.

But the bank could not say immediately how many customers were calling because of problems obtaining information on their accounts.

Kiguchi said some customers misunderstood the bank's instructions, putting in their old PIN number when instructed to input the current PIN.

Russell Larsen, a retiree from Mililani, said he read the instructions thoroughly but failed to gain access even after six tries.

"I like the automated system, but not when it's broke."

Reach Deborah Adamson at dadamson@honoluluadvertiser.com or 525-8088.