Bank of New Zealand Reviews 133

If I could only give them a zero - or better yet a negative star, I would. I had a mysterious charge show up on one of my accounts and they were utterly worthless helping me figure it out. They actually - I'm not making this up - told me I should file a police report for a $24 charge that they themselves processed on my account. They could not identify the vendor, type of business that charged my account, etc.

Furthermore, every time I go into a branch, I'm met with an army of employees who repeatedly ask me if I can't just handle my business at an ATM terminal. Trust me - if I could do that, I would do that.

They categorically, positively, unequivocally do not care for their customers. Truly time to go elsewhere.

If a customer with around a sizeable USD holding in your bank cannot get service so that the exchange rate can be reviewed prior to change verbally with an assistant, then heaven help the people with smaller bank accounts. What's this nonsense of put it in an app and they will respond? you cannot even provide us with an individual to speak to and who can confirm the rate. Who checks and Who authorizes and reviews the rate on 0.4/0.5 million USD change outs on an app? Even a small rate change affects overall positions. Do you not understand this? Jokers!

I have banked with BNZ for 40plus years. i have never defaulted on anything. A letter arrives stating they need info on how I intend to bank with them (after 40+ years????) if the info is not received by 31/05/22 they will permanently deactivate or close my accounts with them. (the letter ends with We're here to help). The internet link to the quenstionaire doesn't work. When we rang them they were unhelpful and unapologetic. So much for customer service. We are all just numbers and get robbed blind.

I have had a BNZ Business loan since 2015, i have never defaulted on anything. A letter arrives stating they need info on how I intend to bank with them (after 7 years????) if the info is not received by 31/05/22 they will permanently deactivate or close my accounts with them. (the letter ends with We're here to help) I have a Personal Banker could he not have contacted me?? So much for customer service especially when we are in the throws of an Omicron outbreak.

Had a joint account appointment booked for 3 weeks in advance, both myself and my partner took time off work for the appointment. No one called at the time of the appointment, waited for a few minutes then called them 10 minutes after the appointment time. Took 30 minutes to get through for someone to tell me that the appointments system had changed and they could put us through to that department now, I explained we both went back to work. He then advised we could sort this 9am-8pm Monday-Friday. Called up a couple of evenings later at 7pm to an adviser who advised we actually have to call between 8am-5pm Monday-Friday to sort this. Called today at I was told it would only be a few minutes, 1 hour and 30 minutes later I was still on hold; once it hit 5pm we knew the call wouldn't work and we would be on hold all night as we knew they weren't available after 5pm due to the previous night. Extremely poor customer service, and poor communication. I'm now moving to be with another bank due to all these issues.

I changed from another bank to BNZ for my business recommended by a friend and the whole process was painfully slow. I was requested to send verified documents by email. 10 days later I received an email saying that the documents needed to be posted. I called and got it sorted over the phone.
Finally got to open a bank account.
They sent me a business flexidebit card a week before the online banking was finalised, which was a good surprise. However....
To setup a pin number for the card a business must use a personal BNZ bank app??? I'm not a personal customar, I'm a business customer.
Then tried to call 3 or 4 times and each time the answering machine says they'll call back within (let's say) 30 to 60 minutes, only to call 2 hours later when I was not prepared to receive a call.
When I finally got through to them, they tell me that I need to go in person to a branch with an ID document to setup a simple pin number for a card....
meanwhile ANZ offers everything from a simplyfied app.
REGRET is the only feeling I having from signing up for a business account with BNZ

they just hangup on you，when the online service not working as they said，you have to call them. Nevertheless the long wait in the queue for all the time

I had a lovely experience with Becky from the Auckland call centre, Working from home, In the lovely whangaparaoa , Beckie’s customer service was excellent and I really felt like a customer not a number, keep up the great work Becky
“ I hope the right people see this review“ i’ve been in business for a long time I really appreciate your help. Kind regards Sheldon White .

The worst - even to the point of deciding what I can and cannot buy online! And the endless wait on the phone listening to their bad music interspersed with a lot of patronising woffle! Time to break up a 35 year relationship!

The absolute worst service EVER. I understand times are tough but of all the banks BNZ only value MONEY not people. The women in the Paraparaumu branch are the meanest around. So very unkind they are. They don't even deserve 1 star. I would like to add, that this review comes at over a dozen of awful interactions with them over the last few months by myself and colleagues. DONT BANK WITH THEM, they will only cause heartache.

After BNZ arbitrarily removed my access to see the balance owing and date due of my visa, I emailed BNZ support. To date, ZERO response! Several days on I emailed BNZ with a complaint regarding this Guess what? To date, ZERO response! What a complete bunch of dipshits!

Very useless, my partner always has problems with the cards even though he has money in his account. The cards don’t work majority of the time and I end up being the one who has to pay. Try to use the debit card online and it says it’s not valid but it can work in store??? This bank needs to pull themselves together honestly most horrible bank I’ve ever heard of.

I was on the phone for just over 2 HOURS for a total of 5 minutes of talk time with a member of staff. I was sent to the wrong person 4 times and in the end I was sent to lending to open a new account! Lending! I wanted an everyday account with no overdraft! Absolutely absurd!

Terrible service. Money and not customer is top priority!!!! Will be moving all my personal and business accounts to another bank after nearly13 years!!!
They are using Covid restrictions to understaff branches and making personal banking impersonal.
Very dissatisfied and disgusted with the attitude of the bank. The staff are good mostly
. Their hands are however tied!!!

Not good! Scheduled a phone meeting to apply for a first home loan and the guy we spoke with was not helpful!! Not impressed at all..

This bank is more interested in maximising
Profits with the least amount of investment they can get away with, not enough staff in the few branches they have open, leading to long queues and excessive wait times.
Trying to access the business teams by phone and you end up with someone with little experience other than answering a phone telling me someone will ring back within 48 hours it’s been over that. I have a contract worth $462,000 I could lose if they bank does not assist me with a bank demand guarantee. Trying to access their service's in a timely manner is a joke thought must not be keen on customers anymore

Consistently long wait times when ringing up with queries, latest in excess of 45 mins

Pathetic services, poor communication, and customer service. Their processes are immature, the staff is not professionally trained. They had wasted our 3-4 weeks with disappointment.

The intenet banking is practally unusable if you wan't to do end of year financials. What normally took me 2 hours using ASB now takes 8+ hours of painstakingly going through bank statements. I tried to call BNZ for another matter relating to my mortgage paymnet going up significantly for no apparent reason and was put on hold for over an hour before I could even get a hold of anyone. The only reason I'm giving 2 stars and not 1 is becase they approved my finance when ASB didn't, but I put that down more to the person I was dealing with at the time, not the company in general

I went to transfer funds from NZ to USA. When inputting data on the foreign payment area the account number I'd used had my funds delivered to the wrong party. This was because the banks computer algorithm adds another digit without reference if it thinks the number is too short - which it was. It does not stop , warn , or cancel the input. Using domestic transfer you will find the computer blocks you from applying the "short of a digit" account number. But the international data entry does not do this as the BNZ do not follow international use of the IBAN system that counterchecks things. The bank said they could not retrieve the funds unless the other party agreed? The fact was I had copied the incorrect account number from a number issued to me by the bank in the first place. But the banks actual words were "you are to blame". After much effort I got them to retrieve the funds. But because of the delays, in a panic, I had raised extra funds again and resent them via BNZ through Wells Fargo. This second amount was intercepted & laundered by a financial scam outfit in New York ( well wherever?) and so I lost the lot --

THAT WAS US$73,000.00. !!!!!! -- GONE

Meantime because of the time lag I lost another $3000 on the exchange rate dates. The bank held firm that "you are to blame " even though admitting they initiated the incorrect input. They deemed the case to be closed. When I requested meetings & a resolve I found that their version of the rules is that there is no appeal once you are found guilty. The case is closed -- go away!! Finally they said they would compensate me 50/50 on the exchange rate loss of $3000. Sounded good -- but they then paid me $900 back as being their version of 50%??
All I'm left with is to try and sue the bank but as a pensioner on $360 per week super that's near impossible to achieve . So I will go to my grave a poorer man thanks to the BNZ. LAW UNTO THEMSELVES !!