ASB Bank Reviews 239

I went to the St Lukes branch of ASB yesterday to make an insurance payment for my deceased mother’s property. Whole different story!! While in the queue was spoken to by a staff member who clearly didn’t listen. She moved from me to a clearly deaf couple with other disabilities and although they told her they were deaf she kept telling them to phone the bank, they said they didn’t have a computer and she then insisted they email the bank. This went on and they were upset as they said they needed to see and speak with someone who could help them. This is yet another story of the disgraceful way this branch and this person (I’ve had the misfortune of dealing with her before) treats those who place their money in their care. Sort it out ASB and have more than 2 cashiers on when you have a queue, yesterday 20 people standing, many elderly, for 30 minutes!

Frustrated with this bank. I went in to the Hamilton branch bank to open up account for my two kids. As I am aware I have to open an account for myself to be able to do this as I am with a different bank. I have ALL the documents that is needed. The teller is very friendly in this process though (bless him). When I’ve completed my stream account and then the teller is getting copies of children’s ID’s to be able to complete the two bank accounts for my kids, unfortunately we didn’t complete the process as there was a really long queue behind me. So he made an appointment for me 4 days later. I came in 4 days later thinking ok I’ll sit down with someone to get this done finally, I came in at my appointment time(exactly)in the cyclone rain with my 2 kids just want this to be done so my kids have bank account, when I came in the bank waiting area the queue was really long and busy, when I looked up there were only two tellers!! the same thing when I came in for the first time. Waited and waited the queue is getting very long to the entrance door, when I got to the front, I had the same teller( very kind, collected and friendly) I told him politely there’s such a long line I don’t think we are able to complete the process again, so I told him to get my copy documents, he told me about the documents unsure what he said and said he will ring me to come in with my kids again. So I went out the bank thinking this is such a bad service. Not to the tellers but the management team. I am sure the tellers are doing their job as fast as they can but two tellers at the branch is not acceptable. I didn’t see any of the staff in the cubicle came and help the customers that are waiting in the queue. What’s going on ASB MANAGEMENT TEAM!???

OK to save with them -but never do an international transfer - if it hits problems and gets returned you may --just may get it back into your account if it gets stuck in their GLOBAL PAYMENTS DEPT
ours hasn't got back yet they stated it would be that day - long time ago
BEWARE
We lodged a Formal complaint and involved the Banking Ombudsman
yet to be resolved

Went to asb Manukau mall branch to get bank account apened for my son, a staff came to assist and we were told to go online to apply, we used banks available PC application not accepted as my son is under 18 years.
We went to same person again and we were told to go back in the queue and a available staff will do the application manually.
So we had to start again so unprofessional.

I went and used the deposit atm to deposit coins and notes at the Nelson branch of a ASB on Trafalgar street . After depositing the coins and notes the machine said the transaction was canceled and in printed a receipt ( which had no mention of the coins the machine took ) then told me to go to branch . I went to the local branch and gave them the receipt and they said they would sort this out and deposit the funds into my account … it never happened and now I no longer have the receipt . Beware the deposit atms at asb can’t be trusted and the staff do not follow up these issues …

A lot slowly and dose not help the customers out been waiting in line for 3 hours so far thinking about quitting this bank a bit rude too

I came in to the Willis Street branch in Wellington to get a verification of identity. The bank staff were busy and all fully booked up until Christmas, but Chris listened to my need for urgency and gave me his time to sort through the details.

No customer service at all! This lady who answered my call seriously not knowing what does CUSTOMER SERVICE mean. Every time I asked questions, she just kept saying she has to repeat herself because I wasn't listening clearly. Why assuming the recipient will get your accent at the first place? Why not listen to yourself when you speak fast and being impatient!? How is it my problem when you have many calls in the queue and you get the same questions a lot?? IN ORDER TO SOLVE THE PROBLEM FOR YOUR CLIENT, STOP TALKING, LISTEN AND UNDERSTAND WHAT IS CAUSING THEM PAIN FIRST!

Just visited ASB Royal Oak branch to open account but their non-professional service and rude behavior forced me not to open account with them.
Back in 2017, they did the same, wondering may this time their approach be professional but it is even worst.

1 star is more than enough, I don't even wana give 1star to them. I called customer service for the card I never received since 1 year or more. They asked me the card number of the card I have. They said we have processed your card request. When I chacked the app, I found they have blocked the only card I had. This is really frustrating and when I called back, they talk to me like they are some kind of goons and threatening me. Worst customer service, I will never suggest anyone to open their bank account with them. Also, I am going to close all my, my family members and friends bank account from ASB.

While I understand that at the time there were a lot of customers, the staffs were rude and not helpful. One of them, especially, talked to me like I have done something wrong, and I left the bank, almost in tears. Unprofessional and unacceptable.

Why should I get charged a fee to withdrawal my own money over the counter? I went into the bank after waiting 40 minutes as they were closed during the lunchbreak. Who does that by the way? Understand you're short staffed but as a bank is customer service driven why aren't they taking their lunch 11-12 so people can visit during their lunch break? Also, as it is ongoing, why not advertise on the radio or local paper that bank is closed during lunch. I asked to have term deposits set up and she got annoyed that I wasn't interested in her showing me how I could do it myself. I asked her why is she getting angry and she started being a bit nicer. Not impressed.

For some reason ASB do not show rejected transactions on statements. I have between 2 banks 11 accounts to monitor and every other bank I have been a customer of shows transactions not paid due to insufficient funds. So if I happen to have missed having enough funds in an account I can quickly transfer funds to cover it

We have been banking with ASB for over 20 years. We do have more negative experiences than the positive ones when it comes to in person banking, applying home loan and credit card. We advise you to choose another bank!

What a disaster, customer service slow as can be. Took 30 min to withdraw a little money over the counter. Don't go if ur in a hurry. I wouldn't go again if I can help it 😢

The worst customer service I have ever experience! I applied for a personal loan online and it states that it take 2 days to hear back, 3 weeks later I finally hear back from them and said the loan had been approved then a week later I contacted them again asking for any updates finally got back and told me I have to come in and sigh a document that they said they sent to me and never did . What’s the point in applying for a personal loan online if you have to go on to the bank!! If I had the time to go to the bank I would’ve gone and maybe saved myself 5 weeks of bullsh*t responses

I had a terrible experience with ASB applying for personal loan. After applying for a personal loan they didn’t get back to me for 15 days where the online application says they will be in touch within two days. If you ring their customer service even after waiting more than half an hour they don’t really attend your call. Finally when I talk to personal loan banker she wants me to start the application from beginning saying that the old application has been Expired. After that when everything was ready the lender says the bank cannot lend the amount of money I asked even though I have a proper income and savings. After all she didn’t even look how much I am saving a month which could be accounted as repayments. I am going switch my accounts, savings and KiwiSaver. I had enough dealing with bank who has no good customer service for their customers.

ASB bank, 20 years banking with you and I'm highly disappointed by the way you handle your customers. You make no consideration into people's lifestyles and their circumstances. Your only goal is numbers. Customer service is poor, customer care is even more so poor. You have no true human care or cultural values for your customers and people of New Zealand. I highly would NOT recommend anyone investing with you long or short term especially with their Kiwisaver. Poaka Pipiri. 🗣

ASB phone service is pathetic. The endless automated phone replies rattle on but when I select a number as instructed, nothing happens. Absolute b/s to blame the staff working from home due to Covid, as these poor response times have been common for years, certainly long before Covid was heard of.

A very bad experience during my first try to loan of small amount for business, we using ASB bank for how many years for transact and money savings, after I try to loan for starting my small business is very disappointed I apply loan for more than a month and the loan still on process and the Business Banking Specialist Guy from Auckland, he said it’s more positive to approve and everything in my business will done and sign but the loan still on process, I spend all my personal savings because I waiting of this hopeless loan. I ask Him, in the first place Please speak frankly to me if any chance or not so I can look for other source to pay off my invoice to start my business. He said 100 percent you will approved and next week I start my Business and this Guy, still not yet finish to investigate and still asking to much how stupid they are! I mean He is good Money Player, They are not supporting small business anyway. 👎🏼