TSB New Zealand Reviews 68

The customer service is appalling. Call the bank and wait for ages every time and then get fobbed between 2 or 3 people. Even now I’m closing my accounts because I’ve had enough of the rubbish service o er the past few weeks I cannot get a final answer on the cost of breaking my mortgage (that’s how unhappy I am) and still they take days to get back. I do not recommend this bank at all.

This bank is behind the times and completely useless. When transferring money overseas (or receiving) it takes so much time, and nobody can explain where your money is. They also take days and days to post money when you have paid into accounts, etc. (in other words they sit on money and don't put it where it needs to go...into YOUR account) Also, if there is a fraudulent charge on your account, they keep the charges on there and tell you they will "investigate it." In the meantime, it eats into your limit (even though it is not your charge) and you are paying interest on it. Trust me, none of the other banks do this and TSB has no interest in its clients whatsoever. Stay away from this rotten bank.

The mobile app is consistently unreliable: it frequently crashes, updates balances slowly or inaccurately, and does not provide basic functionality such as easy access to statements. These shortcomings make day-to-day banking unnecessarily difficult, especially when compared to the standard set by other New Zealand banks.

In addition, the customer service experience is disappointing. Most requests can only be handled over the phone, with very limited online self-service options. In 2025, this approach feels outdated and inconvenient. Simple tasks that should take seconds online instead require lengthy calls and unnecessary back-and-forth, which is frustrating and inefficient.

Overall, the combination of an underperforming app and outdated service processes makes the experience feel like a step backwards. I expect a modern bank to offer reliable digital tools and responsive customer support, and unfortunately TSB is currently falling short of those expectations.

Good everyday banking. Online transfers clear quick and the staff in branch are helpful when you need them

TSB Wellington Telford. Spoke at length with a young gentleman. He understood my lack of technical ability and completely took over my telephone, in his 35 minute activity on my phone resolved my problems with inter net banking. As an 85 year old senior his help was marvellous. I left the bank relieved and happy and a big thankyou to him. No robot help desk could even realise my problem never mind solve it.

I have been with this bank for 16 years now, and the customer service and general know how of staff has become laughable. No wonder the Tauranga branch has closed. I am trying to set up another account for my son and so far it has taken over a month. When I contacted them about it, they acknowledge receiving the required documents, but it took them over 2 weeks to respond (their email states "We will get in touch within 3 business days". Wow. What a horrible experience so far. I had a similar long and incompetent experience with TSB staff with my other son's account about a year ago. Do yourself a favour and go to another bank.

Don't bank with TSB, they're a bunch of people with no manners with very negative attitudes. Their standard has gone way down since I first became their customer.

Other reviewer has summarised similar experience succinctly back in Jan 2024: "the person that does answer is dismissive and fails to listen". I wished I had read all the reviews before.

Rude customer service who couldn't listen, talked down, made flippant rude comments, and berating me for pointing out her inadequacies.

The complaint department isn't better either. Passive aggressive attitude, trying to defend their rude colleague, AND accusing me of being disrespectful, when they should be admitting their lack of courtesy and their lack of training. It's like saying that they are ALLOWED to do it because customers are not treating them well. Hello, look at your rude attitude before blaming others!

Just because they can hide behind the telephone and email doesn't mean they should be allowed to treat a customer like dirt. After all, customers money is what keep them employed.

Not surprised they keep closing branches. Zero service, zero respect for anyone.

Go elsewhee, so if the bank goes under you won't lose your money.

Toni's Back Back
Just had an amazing joyful and helpful banking experience In, in a flash and out in a flash job done couldn't be more Efficient in the best sense of the word

I have been banking with TSB for 40 years.
Last week tried to move a 20,000 to my account with another bank.
The transaction was blocked, and a message came up that fraud was suspected and to phone the bank.
I then tried to move 10,000 same message, then $1000.00 again blocked. I have moved similar amounts between these accounts many times in the past with no problem. I phoned the bank, and they told me it's because of the legislation relating to fraud. No plausible explanation was given as to why I couldn't move it to my own account at the other bank. I asked what the maximum transaction was, and they wouldn't tell me. I will contact the Banking Ombudsman and lay a complaint, and will close my account as soon as I can. I can no longer recommend TSB Bank NZ.

My son deposited$150 into the 'SMART ATM' only for it to come up with a error message telling us that it could not deposit the money, and would not return it.
Went into the branch only to be told they will give the money back IF they find that the machine is out $150 when they service it. I was told they do not know who services the machine, or when it will next be done and now my 15 year old son is down $150 with no guarantee that he will get this money back. This is a TSB branded machine, therefore TSB should be in a position to assist when things go wrong, but we were made to leave $150 down, completely devastated and at a complete loss what to do next when we are told to wait and hope something happens. NOT GOOD ENOUGH!!!!!!

TSB New Plymouth Unbelievably slow service!!! 4 people behind the counter tapping on their keyboard , one person serving with a queue of 8 people. Gave up and left!!! Have never seen a bank with such poor service !!!!!

Very bad bank. I have scammers taking money out of my account and the bank hasn't done anything about it. I've called three times and spoken to customer services. First call they assured me they will stop the payments . Second time I called, there customer representative said don't call on this number again...it was a representative called Manu.. I think..totally disrespectful. I'm going to leave this bank when I've got my pay transfer into another bank. They are closing branches because their customer service is so bad. They are unable to even provide security to their existing customers. TSB used to be such a good bank in the 90s and 2000s. Disappointed.. this bank will surely close for good. I hope they do. There's no future with this bank.

Bad customer service, applied for an account 2 weeks ago and they still haven’t been intouch. Was set up with the cooperative bank within the day of application.

I love tsb Bank as it's the only large scale bank left in new Zealand that is truly new Zealand owned.
Also, in Taranaki, there are walk in branches in most of the small towns which makes banking so much more accessible to elderly and less internet savvy people.

I moved overseas so used my account infrequently. I phoned TSB Queen Street Auckland to give them a change of address. I spoke to a member of staff for some time discussing the exchange rate with a view to sending it back to the UK.
3 weeks later I received a statement showing that my account had been closed, designated " unclaimed funds" and several thousand dollars sent to the IRD. TSB refuse to refund my money and say it's for me to try to reclaim it. I have lost interest on the balance and losing money on the exchange rate if I ever get back my money.
First they claimed that staff are not obliged to inform a customer who phones that they are about to close their account! T
Then they cited terms and conditions which I've never seen or been made aware of.
Now they are hiding behind legislation which they assert allowed them to do this DESPITE phoning them and discussing a transfer!!!?
The incompetence of this bank is staggering. The Toi foundation who owns TSB Bank and whose stated ethos is " we put the customer at the heart of all we do" has been utterly abandoned. They have told me that their shareholders have no interest in the bank's treatment of it's customers.... STAY AWAY from TSB.

Can't believe how long you have too wait to get connected. At one stage I waited 60 mins. TSB has now sunk lower than the Titanic. Cant even get a overdraft now nor do they supply calendars or even a wall chart. For a NZ owned bank I cant believe this crap. Am looking at going over to Kiwibank. At least thats owned for now by kiwi's.She even didn't reconize my verbal password.

It’s a pleasure for me to get to know TSB and their hard working staff. And also how they helps our people

I had the pleasure of having Annette who has the patience of a saint to guide me through the process of applying online for an overdraught ,her patience and knowledge and manner helped me to achieve this I cannot thank her enough,she is a credit to the TSB for the help she gave me today , Thankyou Annette .

Rang the call centre. Music was terrible, wait time was listed as 9 minutes and the call was answered at 14 minutes. Service representative couldn't answer my querie and kept trying to fob the problem off, very poor service. Went into the local branch and issue was resolved in less than 2 minutes.