Mortgage Account Information

Q: How is a mortgage loan originator different from a mortgage broker?

The difference between a mortgage loan originator and a mortgage broker is that our mortgage loan originators are in-house and provide you with customized one-on-one service. A mortgage broker does not work for a particular bank and actually shops a list of several banks and alternative lenders to find a mortgage for his or her clients. They are not always able to provide you with other financial products.   At First Hawaiian Bank, our mortgage loan originators provide information about our home financing options and will help guide you through the entire purchase process. Our mortgage specialists can also give you access to other banking experts who can help meet your other financial needs.

Q: How do I know which mortgage is right for me?

Choosing the right mortgage depends on your budget and situation.  You would also have to understand the various features of your options. For a free analysis and recommendation of the best mortgage loan program for you, please call us at 643-HOME (4663) or take a look at our Mortgage Selector Tool.  We also have mortgage calculators that can help you determine what is right for you.

Q: How can I apply for a new mortgage?

 You may apply for a mortgage in a few ways:

  1. Contact our 24 hour customer service line found Contacts here. We will put you in contact with a mortgage specialist that will be able to help make your dreams come true.
  1. Apply by visiting the branch most convenient for you. Our branch locator can be found here.
Q: Who do I call if I have questions about my existing mortgage loan?

For questions regarding existing mortgage accounts, please call Mortgage Service Center at 844-4178 or toll-free at 1-800-362-7606, Monday through Friday 7:30am - 4:30pm HST.


Q: What happens if I'm unable to make my mortgage payment?

Please contact us at 844-4178 or toll-free at 1-800-362-7606, Monday through Friday 7:30am -4:30pm HST if you are unable to make your mortgage payment.

Q: How can I find out about refinancing?

Find out about rates and more online at or by calling Home by Phone at 808-643-4663.

Q: What is a mortgage payoff statement and is there a fee?

A payoff statement itemizes the amount required to fully satisfy all obligations secured by the loan that is the subject of the payoff request. This written statement is prepared in response to a request by a client or an authorized 3rd party. There is no charge to have a payoff statement mailed to you or an authorized third party.

Q: How do I receive a payoff quote?

Please call 844-4178 or toll-free 1-800-362-7606 to request a payoff quote. Please have your complete loan number and the date you expect us to receive your final payment when you call.

Q: The payoff was over paid. When should I expect my overage check?

If there is an overpayment, your refund check will be sent approximately 10 business days after the final payment is received.

Q: How can I request a copy of my lien release?

Your county will record the lien release (a document stating your mortgage is paid in full) after we notify and send them all applicable documents. Once we have received the recorded lien release, it’s sent to the mailing address on file. Please contact your county record’s office for a copy of the lien release.

Q: Where will my lien release be mailed to?

The lien release will be sent to the mailing address on the loan at time of payoff. If you need to change this information, you may send us a Secured Message through FHB Online using the subject, "Mortgage".


Call Us

24 - Hour Customer Service
Oahu: (808) 844-4444
Toll Free: (888) 844-4444

FHB Online/Bill Pay/Mobile Banking
Oahu: 643-4343
Toll Free: (888) 643-4343
Mon-Fri 8:00 A.M. to 9:00 P.M.

For Hearing Impaired Callers
Oahu: 848-5491
Toll Free: (800) 228-6181

Write Us

First Hawaiian Bank
PO Box 3200
Honolulu, HI 96847