ASB Bank Arvostelua 

Very long waits on the phone, only to be greeted by such a poor connection that the person kept asking what I said and then hung up on me. Called back to have the same experience, although on top of this the person pushed the wrong button and transferred me to someone they weren't meant to. That person also hung up on me. I'm sure the dodgy connection wasn't on my end as I'd been using my phone before this and it was absolutely fine. Tried calling again through Microsoft Teams (instead of mobile phone) and reception was much better and, after being passed around to a few people, I finally completed the 30 second task I needed to do. Each time I tried calling, the operators had different procedures (some of which seemed dodgy like asking for full credit card number) and did not follow one single procedure, suggesting no one there follows any proper procedure. I'm glad this was just for a work credit card and I don't bank with ASB. It definitely put me off ever banking with them. Was definitely a waste of an hour and a half of my day for a 30 second task.

I am insured through ASB and can't get them to respond to emails at all - I have been waiting for months for a call back. Calling is impossible, wait times over 2 hours and still no answer...

Joke of a company… they are meant to be a bank and I cannot even pay for anything with the money I have earned that goes into what is supposed to be “my bank account”… it is a daily occurrence that their “network” goes down post midnight … I will be withdrawing all my money and cancelling my accounts too tomorrow, that’s if they can muster the staff to process that?!, odds are that’ll take 2 weeks.
I tried tonight and apparently nobody is “available” I’ve been banking with ASB for 9 years. They are so incompetent that it is beyond belief!! They do not care about you as a customer… AVOID!!!

Lazy phone advice has led to great frustration at branch level. I dont know how they manage to keep any customers. Closing my account.

The customer service that ASB Bank has provided to me is excellent. I particularly enjoy that they helped me to not keep paying the monthly service fee by providing a solution. It was done by phone.

So I come in on the 28th to set up my account verify all my details and set up my account on 14th April 2023, I haven't received my debit card yet so I get a fast cash card which i try to use to deposit my money into the account but iam not able to. Finally I go into the bank 3 days later to know what is wrong the lady in charge tells me that no fast cash card has been registered to my account. Ridiculous as I had gotten my fast cash card from the same branch. She registers a new fast cash card to my account, so I ask her if i can locate the position of my debit card as it has been over two weeks and my debit card still hadn't reached me she checked and told me no debit card has been issued to my home address. So she takes my phone and reorders my debit card only for the original debit card to reach my home 2 days later. Now the number on my debit card isn't the same cause obviously the account has now the new number debit card. I go to the bank again to check if the process can be reversed as I will have to wait 3 weeks again to get a new debit card. The lady informs me that's not possible and blames the location of my home for this error. And now i am stuck again without a debit card for i don't know how long. Ridiculous service. This bank has troubled me enough.

I am a 17 year old and I want to be able to view my kiwisaver account on the asb app on my phone. In January 2023 I went into the bank and explained my problem. I have since had 3 phone calls with the bank, 3 emails, and my mum has been into the bank 5 times. Also I have had to fill out multiple forms and bring in multiple pieces of ID. Each time we talk to the bank we are told we need to do something else in order for this to happen. The issue is still not solved. It would have been much better if the person working at the bank would have been able to tell us everything we need to do in order for us to get this done we would have had a much better experience. Instead, we had a terrible experience. All employees should have the skills to be able to get this done as it is a simple request.

Avoid! The insurance policy is completely useless. Following the Auckland flood I have tried to start the claim process, but I've had no response other than one telephone call two months ago acknowledging my email. I've tried calling week after week but no one picks up the phone. What do you do...just give up and cancel the damn policy?

Oh Wow!! Now I have heard it all! I did an online application for a Savings and Credit Card and received the note to go into the branch with my passport to confirm my ID. When I got to Albany Branch the unfriendly lady that came to me confirmed that she needs to make an appointment with me so that I can come show my ID and that I can only get the appointment after 2 to 3 weeks. What crazyness is this. Don't ASB need business?? How can you say that I just need to go show my ID to any ASB branch and not making an effort to help me. I am very dissaponted. Asb your workers need customer service training and definitely a new approach to business decisions. I would really like ASB commentary on this. This is unbelievable. At this moment I won't recommend this bank to anyone if this is the service you get.

Bank with a number of banks over the years.
ASB are definitely the worst bank we have the misfortune to deal with. It is one thing after another.
AGAIN foreign transfer has gone missing.
Tried to call to sort out for 2 days with numerous phone calls but nobody will ever answer so eventually have to give up. Have to listen to trash music on hold as doing again right now- been over 20 minutes so far.
Now got through but person just directs calls! Can you believe it. Left on line again but Anna from Auckland Office said she will send email and someone will call me by 5.30 tomorrow.
THEN SHE LEAVES LINE WITH TRASH MUSIC AGAIN.
UNBELIEVABLE INCOMPETENCE
We will see what happens tomorrow

Horrible wait times and interest rates unattractive compared to competitors

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!