ASB Bank Reviews 

We had to wait in the line for 2 hours and the stuff disappears half the time for at least 30 minutes. Even though the bank was empty.

Just rung asb about opening an account said i wanted to meet an talk about option
i rate them extremely poorly
if i wanted to do it online i wouldve asked an stated that i wanted to meet with a representative
EXTREMELY POOR CUSTOMER SERVICE AN IM DOING THIS REVIEW ON 31 BUT WILL ONLY ALLOW ME TO PUT 30TH OF MAY

The same thing happened to us. They refused to wire money despite so Monday requests, proof of ID, all docs.
We couldn't close on the house, desperately trying to get funding from elsewhere. You will easily wait 45 mins to talk to anyone. We have been with them for over 20 years...customer service has become really really terrible.

Discusted with customer service. We were blindsided on settlement day expecting our money which was taken in full towards another mortgage. The inconveniences they've caused us are extreme and I can understand why people can't stand them. So many one stars on here. Will definitely be changing once all properties are settled. 🖕ASB GO **** yourselves

I walked in off Queen St and opened an account in under an hour. I don't know what anyone else is complaining about, the staff were friendly and helpful, directing me to a terminal to sign up, and then assisting me to verify my documents when the app was playing up. Pretty sure the service you get depends upon your attitude. Thanks ASB.

this bank doesn't deserve even one star.... don't waste your time with entrusting your finances with this bank.. I'm speechless and have no words with how bad this bank operates and treats people. Absolutely appalling in every way

If you're in debt and want your kiwi saver withdrawn and you're white it's just too bad

This afternoon my wife received a text from ASB Investigation Division advising her that some suspicious transactions had been charged to her Visa card earlier today and provided a number to contact them on, which we did straightaway. The person we spoke to was extremely helpful and advised us that the fraudulent transactions had already been blocked. Her name is Sarah, and she was awesome. She cancelled the old card immediately and has arranged for a new one to be sent to us. Thank you ASB for your prompt action, and thank you Sarah!

NEW ZEALAND CUSTOMER HELP SERVICE IS OUT THE GATE!!!!!!

I've been an ASB customer for 25 years & OML!!!! Two days ago i tried to access my online banking to get statements so I could access my kiwisaver & realise my account, internet banking was on hold??

I Skype through because I'm stranded in Australia without financial or income support to ask why my accounts were on hold. The first lady she was lovely, she couldn't help me & transfered me to another lady who was mumbling & sounded like she didn't know what the heck she was asking me & ends up transferring to a RUDE, IGNORANT man who said to me "I don't know why you're ringing us" LIKE SERIOUSLY DUDE? WHY DID YOU EVEN ANSWER THE CALL? YOU'RE A HELP LINE SERVICE!!! YOU'RE SUPPOSE TO HELP NOT TRY ARGUE YOUR WAY THROUGH A PERSON IN SERIOUS NEED!!!

YOUR CUSTOMER SERVICE IS OUT THE GATE!!!!!! AND WHEN I RETURN TO NZ I WILL DEFINITELY BE CHAGING BANKS AFTER 25 YEARS!!!!! I SHOULD HAVE DONE IT YEARS AGO!!!!

Commendation for Mrs. Harban Kaur's Exceptional Service

Dear Manager

I am writing to express my sincere appreciation for the outstanding service provided by Mrs. Harban Kaur at ASB Albany. From the moment we engaged with her, she demonstrated exemplary professionalism, kindness, and patience, which truly exceeded our expectations.

Since March, my daughter and I had encountered difficulties with our bank accounts. Mrs. Kaur's dedication and efficiency in addressing our concerns were remarkable. She promptly resolved our issues with a level of competence and care that left a lasting impression on us.

I wholeheartedly recommend Mrs. Harban Kaur's services to anyone seeking assistance at ASB Albany. Her commitment to customer satisfaction is truly commendable and deserving of recognition.

Thank you once again for employing such an exceptional individual who embodies the values of excellence and customer-centricity.

Warm regards,

I can't believe this bank is allowed to lawfully operate in a first world country like New Zealand. I thought my personal experience was bad enough, but reading some of the others... my Lord this establishment is a hot mess.

ASB have allowed money to repeatedly be stolen from my account month after month. I have told them I'm being scammed. I have replaced my cards twice, and I have asked for the "tokens" to be removed for the debtor scamming me. I'm told the best they can do is give me the option to lodge a dispute that will take the better part of a month to be reviewed.

They have a lot of security measures making it hard for customers to get into their own banks if they lose some details, but as for the scammers and debtors you want to deny further access to l, such as debtors whose charges you're contesting, ASB will continue to give them free and open access.

Today I will be leaving this bank as soon as the branch opens. It's now at the point I'm terrified to open my banking app because I know I will see that more of my money is missing. I have been transferring to my step-brother's account to protect my money at times when I need to pay important bills, because the bank won't protect my money. I have had my card decline at the supermarket checkout and at my GP practice because these incompetent people have let my funds be taken again.

I'm literally watching the clock and counting the minutes until I can close my accounts down and keep my money safe again.

Feels ridiculous to wait for 10 working days to get an appointment from the New Lynn branch to create a business account. No wonder New Zealand is going through a recession.

Toni from ASB took pity on a couple of frustrated - potentially VERY grumpy- geriatrics to save us travelling to a branch She went beyond our expectations to assist us. Initially our reaction to the problem was to cease lodging TDs with ASB - but her friendly additional assistance means we will continue with ASB!
Many grateful thanks Toni!!

Was going to write a human excrement review (the brown one) regarding your asshat processing timeframes but……. Looking at all the other reviews I’m kinda starting to feel a little sorry for you. I hope things turn around 😢

Customer service is a shambles. I tried to apply for a credit card and what a nightmare. I gather all the documents and send them back as requested but get no reply. I send another email - nothing. I call and get no callback. I ask for the manager and he/she does not call back.
Finally, after making a formal complaint I get a call from the original guy who was abrupt and offered no apology for being more than 1 month late in dealing with this. He was basically like, 'do you want a credit card or what''. I have not had worse customer service since Vodafone the legends of bad customer service.

Horrible. Waited in one line for personal service for 30mins only to be told I needed to wait in another line which took another 30 minutes. Saw the same thing happening to many others AFTER they'd been in the main teller lines. How are we supposed to know which line to stand in when the only descriptions are Personal Service and Welcome desk?! Stupidest system ever. One teller is chatting about mountains and fresh water with one customer and the other is helping her customer flick thru her phone for 20mins when the lines are going out the door.. insane! Do better sheesh! Start with signage so we know where to blimen stand

I've been facing significant challenges this whole week while attempting to open a business account. I initially called on Monday, February 26th, to begin the process, and was instructed to visit a branch. Upon going to the Hornby Branch in Christchurch the following day, I was turned away by a staff member who stated that business accounts couldn't be opened in branches. She assured me that the Small Business Team would contact me within two days. She collected all my details, including my incorporation certificate and ID.

After waiting the allotted two days, I reached out to the Online Service Team yesterday. They assured me they would resolve the issue promptly and promised to call me back the same day. However, it's now noon, and I have yet to receive any communication from them.

As an existing ASB customer, I'm extremely frustrated by the lack of customer service and the delays this situation has caused. Despite my complaint yesterday, no action has been taken.

It's disappointing to experience this level of service, especially when I had considered opening an account with ASB.

I would give it no stars!! Seriously the worst bank ever. Customer service are so rude and not even interested in anything. I accidentally lost my money sending it to wrong bank account online. Straight away I called them to try and get help and they pretty much told me I’ve lost it?! It was an honest mistake because I had two accounts in front of me and entered the wrong one. This is seriously messed up nz!!! I remember the days you could call and they would reverse it with no problem. Now it’s just, we’ll have to see if the receiver gives it back?!! That’s like dropping your money on the floor and the wrong person picks its up and your bank saying it’s there’s now. … that’s so screwed up! It doesn’t even make sense?? Whats wrong with nz these days!!!!

I have banked with the ASB since I was sill at primary school, back in 1975 . Over the last few years I have noticed a big decline in customer service, in many aspects of the bank. Trying to open a new bank account, even when I have banked with them all that time, when Im working over seas . So much red tape and passing the buck between staff. Then my credit card gets blocked unexpectedly and wants me to send an autherization code they send by text, but I never get a text when this happens . With all these recent issues , it makes me feel like changing banks. No more loyalty.

getting account unlocked - bad service
After entering a wrong password, my account was locked. I followed the instructions and downloaded the ASB app to unlock it. No use: I could not register because my account was locked. I called to toll free number, waited 30 minutes, and then spoke to a customer services person. First, I hardly understood hr due toa heavy accent. After proving a number of details, I was asked to visit an ASB branch (non where I live, closed down), OR take a photo of passport, a selfie of me with passport, and a written and signed photographed application to ASB To unlock my account. I could not understand her instructions due to herr accent. After repeatedly asking , she became snappy and advised to visit ASB in person. I let her know that I am suffering from a disability and, thus, it would be hard for me to do so. She did not acknowledge this at all and just repeated the instructions. Finally, she offered to send an email with the instructions. I felt treated with disrespect and would have expected a comprehensible, friendlier, and less complicated service. Gone are the days where you could easily speak to a bank teller in person..