ASB Bank Arvostelua 

My company has been a loyal business customer of ASB for 30 years. While I was overseas, I received three phishing-like emails in September sent to my personal Gmail account (not my company email) asking for address verification. I ignored the first two thinking they could be phishing, but reported the third email on 4 October, as it threatened to close my account by 7 October if I didn’t respond.

On 6 October, I received a response via secured messaging asking which account I was referring to, only to learn that my account had already been closed—one day before the stated deadline. The funds in the account were also gone.

Despite making multiple toll calls from overseas, I was repeatedly told it would be resolved in a few days and I would be receiving an email directly from the team handling the case. For over a month, I received no follow-up email or feedback, despite escalating my concerns. After persistent efforts, I was helped by Leticia, my account was eventually reopened, but the missing funds have not been restored to this day.

Upon returning to New Zealand, I visited the St Lukes branch, where I was treated with disrespect and aggression by a staff member, even before he checked and understood the situation. He kept on saying I have to call the business phone number as he can't help and got really angry when I asked him to enquire on my behalf. I have subsequently place a formal complaint about this person through another lovely customer service team at the same branch.

Someone at ASB has obviously made an error by closing our business account one day earlier and without notifying the business owner on the registered business email address (instead of sending to a personal email address of the director)! ASB has not apologised for this mistake and we are making a formal complain and seeking compensation!

It’s a shame that this bank is giving money to the illegal occupation currently happening on Palestinian land🤬

Horrible bank to have a mortgage with especially if you are struggling due to unforeseen circumstances. Totally unwilling to help their customers out. I will ALWAYS tell people to avoid banking and getting a mortgage with this bank. Paru service.

This rating is too high. Recently moved back to ASB re: NZHL mortgage. Since moving back they have literally mucked up every single thing they have done. Sent me the wrong type of debit card which they logged onto the wrong account. The ages before another card, which they mucked up. I was unable to access my account for 2 months, despite going to the bank several times and phoning repeatedly. I unfortunately ended up loosing my temper with them, due to the ridiculous time it took. Add to that my debit card not working and stating the wrong amount in the account, a problem my husband also had with his card. My password seeming to have the ability to change on its own so I cannot log into online banking. Then when I spend over an hour on the phone to be told that on my profile it states I am a bad customer with a bad credit!!! Informed I have to speak with the credit department to be let back into my account, the customer service staff asking if I had missed any payments, which I had not we are in credit. So yet again I cannot access my account. Now looking for a different bank to move my mortgage to, this bank’s customer service is atrocious.

Competely unhelpful, it any regard. Do NOT bank with ASB

I went with my wife to verify her identity. I produced all the documents such as driving license and bank account number . The customer service lady talked to me for some time and she told me you need to book an appointment with the bank to verify this.I told her that we gave you all the documents and still insisted that it will take 1 week for next appointment in their branch( Charwell). Very disappointed with the serviced. wee need to verify this ASAP as we need to withdraw the money in the bank

Wait times for Customer Services are ridiculous 🙄
Agents hopeless ..no help..and no idea.
Most seem to be working from home as other persons and animals heard banging around in the background. Standards have certainly slipped. Very disappointing

Extremely dissatisfied with ASB customer service. They emailed on 1st October informing me they were closing our account on 1st October - the SAME day without warning or obtaining forwarding account from us to pay OUR monies into. Been asb customer for 20years.!! Phoned calls indicate they cannot locate our finances at the moment within asb banking system !!!

Useless iv been with asb since I was 14 n I tell ya I'm finally done with these scammers i am definitely getting a new bank account with a nz bank
I started my own lil business and money was coming in but I needed to use my profits for my products etc and then 9mnths later I got robbed everything in my bizo gone and then my fb got hacked n laptop stolen I literally lost everything and so they tried to say I'm money laundering as I dnt have much written proof anymore was so stressful they rang just as I woke up from a life threatening operation and accused me I was soooo upset and since then my mental health iv had to work hard to keep good as iv been stuck on bed rest and all the stress the bank put on me after everything and I couldn't walk or drive but I struggled my way there to try sort as they locked my account and I couldn't buy food from home I had to try find someone to go for me n that's when I dosed up on pain killers n with lots of pain drove myself n hobbled in just to be told nothing when i questioned I go home n they tell me I have a month to close my account u can best believe my life insurance and my kiwisaver I'm taking elsewhere and all my fees iv been charged 30 to 80 dollars in fees every month since I started making money and all my friends and family I tell to change banks cause asb r criminals ps if u try spend all ur money when u have heaps they will have a problem and if u put in large amounts like if I sold my car n put my money in account they use it against me saying I'm laundering as I had no proof after fb got hacked when I sold it on fb n I forgot to reference it as was at the deposit machine oh and when I got scammed they rang and told me yet didn't reverse it and get my money back so they steal also because they did nothing about it

Glenfield ASB
Two young men at the bank today went above and beyond to help me …
Making the experience easy to endure finally closing an account after 6 years these men still kept going after bank had closed…. I would have an account with them again only because of these 2. Understanding them and them actually wanting to do their job was a blessing….

ASB does not notify their account holders of system issues

Today they have an internal problem with incoming funds from other banks

I was expecting money from Westpac early today. But 4 hours later I phone the ASB call centre and get told

“We think we have a problem with incoming funds”

Beware: ASB is holding customers seeking 6-month fixed mortgage rates to ransom and thinking we are all fools (re continued decrease in OCR and rates). I should not be surprised—profit before customers! They only made net profit after tax (NPAT) of $707 million for the six months to 31 December 2023.

My partner tried to give his friend $200 cash as a deposit transaction.
The teller said could not do without proper ID. Address.
Why ?
How 1984 Brave New World.
These banks are replusive and evil

Love asb so far! Easy sign up, if you have your ID and the correct information about yourself the application is quick and easy and completed the first day! 😍 love the lay out of the app. Great customer service fast and efficient. Branch is amazing and call centre is so easy and simple. By far the best bank I have been with, keep it up asb. Pay is always on time also 😊

Nobody knows what's going on! Between online communications using a text based system made in the late 90s with someone who follows a script and NEVER reads your previous message, and witless humans in a branch ASB who can't understand their own processes, I have wasted days trying to solve a simple issue - and still it's not fixed!!!! ASB has to be the worst bank ever! Wish I could give 0 stars!

Had recently returned from living in the UK for 5 years and discovered my accounts had been suspended due to an unpaid overdraft, I had no warning or email about this happening while I was away and did not regularly check my account as I was using UK accounts. However, after paying off the overdraft I visited the Warkworth branch to enquire about re-opening the accounts. I was then told that I needed to call the credit department first. So I left and called them up and they then said that this shouldn’t have happened and they should have done everything in the branch and I had to go back to the Warkworth branch. I returned to the branch 2 days later for them to AGAIN tell me I needed to ring back up the credit department and get confirmation my account had been cleared for reopening (still unsure why this couldn’t be done in the branch) In total I rang up customer service three times and visited the branch twice and still did not get this resolved due to the credit department and branch not communicating and doing their job properly. They eventually asked me to book an appointment and return the next day to ‘’discuss’’ reopening the accounts. Overall a complete waste of my time and a massively frustrating exercise. After having been a customer for 30 years I have now changed to KiwiBank and will never use ASB again. Don’t know how people put up with it. DO NOT JOIN ASB.

Superb customer service from Kian at the Takapuna branch. I don’t think I have ever, at any bank, received better treatment. I thoroughly recommend him. He was polite, respectful, unendingly helpful and didn’t make me feel like an idiot.

Customer service lines are no good. You are on the waiting line for over 20 mins minimum and more frustrating when someone answers your calls and they hang up on you and no call back. Just useless. Why have a service if you cannot deliver?

I am still waiting for my funds to transfer with information provided and yet it has not gone out. Go figure! This is not a bank but some Marxist outfit.

More than 2 hrs later, funds went out. This place is far from effiicient because they cannot understand what form or support is on a wire. Problem with English at the call center. Useless bank, no customer service, slow staff ......walk on egg shells, do not hurt their feelings.