Bank of New Zealand Reviews 133

really poor service. i updated my adress and confirmed it in writing with an bnz IAG agent. they never actually updated it so i was technically uninsured for a full year. I have lodged a complaint several months ago and it never gets resolved. im still waiting for a response. very poor communication and service. would not recommend.

Continuesly HOLDING pre authorization funds for more than 7 days even the merchant has released within an hour after the transactions. Bnz has done this multiple times
Therfore i have chased them many many times. Lots of excuses from customer service. everyone reading this DO
AVIOD BNZ. They are the worst bank in NZ. Absolutely ridiculous. I am not happy with the customer service of bnz. I will tell everyone how ridiculous they are.

Worst bank in the world. My cars expired and they wouldn't let me access my account even though I had to jump through hoops to answer all their id questions, still they wouldn't let me access my account. Very rude and bitchy staff

Opened an account prior to moving from Australia. Provided all deals, was told account was open to deposit money, just needed to provide id to pick up card on arrival to NZ. When I went into the bank was told needed proof of residence ie water bill, power etc. Was not able to provide as I had just arrived. Told I could get my money back but only if BNZ approved and needed another NZ account to send it too, also told I wouldn’t get another NZ account?? DO NOT OPEN A MIGRANT ACCOUNT AT BNZ. Worst service and very deseptive.

Wanted to take advantage of your 12 month PIE for a substantial sum. Opened up personal accounts, could not have been easier. When opening a joint account for the PIE, took over an hour to be answered as cant do this in a branch!! Towards the end of the wait, decided that's not service, so on another phone cancelled our accounts and decided to take our investment to TSB who answered and addressed our needs while we were waiting for BNZ to answer our call.

Pure arrogance, only more I say is don't go near them you'll come off second best and management please take a deep look of yourself oh and your reviews!

After what you have done the ciuple in northland is reprehenceable and shamefull.
Will never use your services and every opportunity i will spread the word how rubbish the BNZ is.
So pissoff back aussie and stop leeching off of kiwis!

SO SLOW AND UNRELIABLE...

So I applied for my debit account when I was overseas, then it said I needed to be in New Zealand for it to be activated and get the card; immediately the day after I land NZ, I went to the bank to activate it and have my card. They told me my card would arrive in at least 7-10 business days at my home address in NZ. And guess what? I haven't received it until now, which is over a month already; I called in between after waiting for the stated days and still haven't received the card, and they said they would send a new one, confirming my address again. But the again, until now, nothing is coming. The last time I followed up, the agent told me it might be sent to my overseas address, it doesn't make sense because they keep double-checking my address, and I am just in Auckland, where the card is being made. I hope actions will be taken for this.

Amazing! The security is so secure that I can’t even access my own account! Truly wonderful. Wont let me in my account even though my details are correct and tells me my netguard is expired when it isnt. Love having to jump through hoops to access my own money, when i rang up they still couldnt identify me, good stuff.
How i wish kiwibank had apple pay, i wouldnt need to deal with this.

The frustration with the BNZ credit card, their security system is so ridiculous I have to call the bank several times to just use the card for an online purchase.

Will probably have to change credit card companies it has got so bad.

When using the BNZ Visa card online the "Visa Secure" "feature" kicks in randomly and prevents the transation going through. If you don't have the BNZ App on your phone (or a smart phone) you are unable to complete the purchase and can end up with your card locked.
With a bit of effort BNZ could have made the situation more difficult than they have for their customers and drive them completely away.
Bring on open banking.

On Monday 19th June attended BNZ Branch at North lands, Christcurch.
The customer service lady was names Pam. I was visiting from Australua and there were a number of small issues that needed resolved. Pam was incredible. She was patient, great smile and personality. She was very knowledgeable and knew her product. Our visit took sometime but we felt we were never rushed. To me this was service of the highest calibre. Thankyou Pam for a job well done.

Has been a BNZ customer since the Autocard days (almost 40 years ago), experienced the evolution over this period, fortunately did not have any major issues with this Bank todate.

Doing all my banking online and digitally now, occasionally needing to contact customer service via phone or over the counter, the long waits can be frustrating, but generally the staff are quite helpful.

The mobile banking app is one of the best around, very nice user interface and easy to use.

Beware of this bank they can block your account at their will and prevent you from having access to “your” money leaving you in shambles.Don’t ever trust this bank for anything.They have my life savings through my KiwiSaver account and they ask me prove us “who are you”.
Pathetic service and just the worst of the bank in NZ.Also if you have credit card with this fraud bank just double check and calculate the interest they charge you .

Sent email to deceased estates 5 days ago. Automated reply stating "Thank you for your email. We are currently experiencing higher than normal work volumes with reduced staffing and expect to reply to your request within 10 working days from the date of receipt. You will receive confirmation once this has been completed"
10 working days for a bank which just increased profits by 14%. Plus all the copies of original documents "never arrived" despite being sent by overseas courier registered mail.
Also told to fill out telegraphic transfer form "to assist our team to provide the highlighted information to our International team." Because apparently reading a letter containing all the information requested on said form is too hard for them. A form which doesn't have the information required for transferring a credit card.
Standard bank service to be honest, Macquarie bank was about as good. Bet their billing department is working at peak efficiency though.

I had a transaction and they blocked my account immediately with no explanation, email, phone, etc. I just joined BNZ a month ago and is already going bad for me at the moment. I tried calling the 0800 number but is they never answer and says to keep waiting and I waited an hour then gave up. I have a lot of stuff to pay off and most of my lifesaving hard earning money is in there and they can’t even give a call back or let me know. This is poor banking service.

Just recently called customer service in regards to my father's account and they are acting out like i'm lying and calling acting like my father. Customer service very poor, long wait and they answer the phone acting like we haven't been waiting for a very long time and yet they become no help at all with our situation. Some of us islanders have parents whom which needs a translator but these people acting like everyone can speak english.

highly recommended
BNZ have well-trained and diligent staff. a great banking app and effective NZ based Call Centre that I can actually get through to. (Others seem to think that 40min wait times are acceptable).

I have found the Call Centre to be well staffed with knowledgeable , helpful and very polite staff. I frequently recommend BNZ (as yes I have tried other banks here in NZ and offshore).

Just the worst to deal with waited 8 weeks to get a response from business banking then they lost my application. Then told they would ring me next day a week later still nothing. They absolutely have no interest in customer service.

Would not recommend them to anyone.