Kokua Line June Watanabe

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Bank fixes mortgage form dispute

Question: In September, I received a letter from Bank of Hawaii, saying it was informing all mortgage customers enrolled in the automatic payment service that it was discontinuing the mailing of monthly mortgage statements, starting in November. It said that it feels electronic channels, such as the Internet and automatic phone service, provide more security and eliminate the possibility of someone stealing mail from your mailbox. I don't think that's true at all. I have a lock on my mailbox. I think you are at higher risk of losing your identity by using the Internet or phone. At any rate, Bank of Hawaii has access to my federal credit union account and can automatically take money out to pay my mortgage. I want a written statement of what is taken out sent to me each month. I went down to the bank and talked to everybody. I was livid. I said, "If you're going to go into my account, I demand a monthly statement." But I was told they're not going to do that. What can be done about this? I don't think this is legal.

Answer: You will be able to get a printed statement in the mail.

Bank of Hawaii extends "sincere apologies ... for the aggravation" you've experienced, said spokesman Stafford Kiguchi.

A mortgage customer using automatic payment who wants a printed statement sent by mail can call the mortgage servicing department at 693-1050, and the request will be accommodated, he said.

Customers also can verify mortgage balances any day of the week, for free, via e-Bankoh and Bankoh by Phone, he said.

Meanwhile, all mortgage customers also will continue to be mailed their annual IRS form 1098 (mortgage interest statement for tax purposes), which shows all payments and the remaining principal balance.

"Although many banks have already moved to 'paperless' systems such as this, we can understand and appreciate some customers' preference to have their statements mailed," Kiguchi said. "Again, we wish to apologize for any frustration or inconvenience this may have caused our customer."

Q: Can you please, please, help us get the lane lines on Salt Lake Boulevard marked? Coming down Salt Lake Boulevard heading toward the Puuloa Road/Salt Lake Boulevard intersection, the lane lines aren't clear anymore. One can hardly see the lanes on a nice, clear day, but when it's raining, it's really bad.

A: We passed your complaint onto the city.

We're told the lane lines in this section of Salt Lake Boulevard fall under the responsibility of the Department of Facility Maintenance.

Next time, for a concern like this, contact the city directly.

Just go to the city's Web site, www.co.honolulu.hi.us/csd/publiccom/fixit.htm, for contact information.

Or you can call the complaint office at 523-4381; write to Director of Customer Services, 530 S. King St., Room 302A, Honolulu 96813; or e-mail FixIt@honolulu.gov.