Bank of New Zealand Arvostelua 

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.

absolute rubbish been on hold for 15mins customer service is out the gate

Has only gone worst since 2017.
Poor Service, 1 hour waiting when ringing them. Most branches open only 2-3 days a week and only for limited time.

Don't bother trying to open up accounts for your kids or a individual account.... what a joke, the hoops to jump through in getting this done. I'd say you have a better chance at winning the lotto than opening a account with BNZ.... it used to be simple

I thought, I will ignore the angry comments and go with BNZ.
What a mistake. Very disappointed. Staff do not seem that they know what are they doing. I do not blame the staff, at this point, I think, it is the policies and their systems that are extremely tiring and unnecessary complicated. For any query, ANY, I needed to go to a physical branch. I can write a book of just dealing with them for 2 months.
Very inconvenient. Feels like they are still live in previous century.
And today I couldn't pay for the goods online ($68) because I do not have BNZ app for security confirmation. Are you joking?

Long waiting times, impossible to speak to anyone on the phone for urgent issues

absolute garbage. there debit cards international payments hold the money for like 3 days in pending status until the transcation fails and then you have to wait 7 days for it to ping back even though it is still in bnz accounts. most of the time international payments to trusted vendors fail and you ring them to fix the problem and they just basically laugh in your face except your on the phone. i have been a customer for 15 years now and i asked today for a $20 overdraft on my account as i had run out of gas and they refused before i had even told them and then the phone hung up

I wish there was a zero stars option , if you want to know how bad BNZ are just call them and spend 45 minutes on hold, record profits by providing RUBBISH service. I got an email from a " manager " whose title included " operational excellence " WHAT A JOKE

Really bad customer service, and they make it so difficult to do anything. Closed my account.

Have been banking with them since I was a teen and it has been okay until now. Ordered a new card on the 13th of October. Was informed that the new card has been sent out on the 14th. Was told it could take 5 to 10 business days. It was meant to arrive on the 26th. It's the 28th now and I've sent messages and contacted them. There has been no reply. TERRIBLE SERVICE! How does it take 2 weeks for a letter from Auckland to arrive in the South Island

I opend for my 13 and 15 years olds saving accounts and wanted check accounts for every day use.
We went to the new lynn branch 3 times then they gave us a number to call and still waiting for them to do it.
I kept waiting half an hour for the phone to be answered.
DO NOT USE THIS BANK very bad and not recommended .

Moved from ANZ to BNZ 2 years ago and haven't looked back. The app is great, the 0800 number is extremely fast and easy. I don't get why ANZ made life so difficult. Thank you for just making generic banking straight forward.