Bank of New Zealand Reviews 

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 !!

Customer service is definitely not their focus

in fact I don't think they even know what customer service is! would not recommend you to bank with them

Good bank used for years no issues sending money and receiving helpful staff

very happy with the bnz home loan, very helpful Customer services and account manager. good rate. banking with them 15 years, best option.

I have tried contacting these people now for the last 2 weeks.. Every time i phone i spend more than 45 min to over an hour to get hold of any one. what if the is an emergency when i travel or something else..... The service is unacceptable. I will be closing my account as soon as i can get hold of any one... And they use covid as a excuse for every thing..