ASB Bank Omdömen 

The steady decline of ASB's Customer Service. 20 years ago, I joined ASB . My partner and I had started a new business venture in hospitality and we chose ASB because at the time, the bank made it easy to set up our merchant systems etc and most of all we could deal directly and in person with our ASB contact person. We also had substantial mortgages that arose from the business construction period and we subsequently attended to those mortgages religiously until they were cleared after we sold the property when COVID arrived. For the first 10 years of our contact with ASB , the service was faultless, the bank was extremely helpful, even to the extent of yearly visits from ASB reps. But over the last decade its been a gradual but relentless decline in customer service. The final straw for us occurred when we closed the Business Visa card that we had operated for 20 years and asked if it could be replaced with a standard Visa Card. However not withstanding that our current ASB savings account was holding $600K at a ridiculously low interest rate, the abrupt answer was no, and we were advise to make an application for a Visa Card as a new virgin customer. When I dared question this ASB response, the curt reply was, "those are the rules". So after 20 years with ASB, I give in to this pathetic business behaviour from a bank that in a previous life provided excellent customer service...but certainly no longer.

Since my relationship with ASB I have had more Bank managers than I can remember, that tells me about how they treat their staff. They take forever to answer the phone. Bank managers no longer have any say or discretion. I recommend you Kiwis go to Kiwi owned Banks for far better service

Very disappointed my new debit card was not loaded at all too my new accounts I have just experienced massive embarrassment at the supermarket by my card being declined and me being totally confused worse still I cannot resolve this until Monday I'm furious and ready to shut down my new account altogether not a great start to our new banking relationship ASB

Terrible people working for them. Terrible service rude arrogant people.

Absolutely diabolically terrible. Fees through the nose and staff who have zero clue. Also selling KiwiSaver illegally.

Was told by my mortgage broker to go in branch and open a joint account. Went to royal oak first and they wouldn't even look at the email i had from the broker. They told me to go home and create a profile. Which I did. Turns out I already had a profile so went in to New Market to get the joint account set up, handed over IDs and signed all the documents with a woman called Anna. Came time to settle and my mortgage broker informed that the New Market branch hadn't created the joint account. With only a few days left to settle I went back to New Market and spent an hour with Jason setting up the joint account all over again. I've just been told he created an entirely new account and not the one that had mortgage approval.

ASB Customer service is a nightmare as usual. I asked for the KiwiSaver document, the Indian guy sent me the wrong document (the address was wrong)... I visited the branch, they said they cannot help, they asked me to call another team.
I called the KiwiSaver team to ask to send the document (another Indian staff), they didn't send it.
Is it a joke?? I've been with ASB bank for more than 7 years, am really considering moving my bank after it.

We are a Rural customer and have been for many years and our manager is now in Auckland - doesn’t return or acknowledge calls. Auckland arrogance. Maybe we should transfer everything including ASB investment portfolio to another bank - shame as we have been satisfied with that area of the bank.

Wait times of over 30 mins to speak to an agent is totally unacceptable. this happens at whatever time I call.
ASB needs to address this problem urgently as it has been going on for months now

Unbelievably poor and bad service. Very difficult (almost imposssible) to contact them on the phone.
This bank doese not know how to treat a good long term customer to keep the customer happy. My wife and I have three joint accounts with this bank, but it is unbelievable to learn recently how they treat us.
If not for the hassle in changing the bank, I would have cancelled all our accounts but I dont have energy to change the banks and start all over again.

Worst experience, no loyalty after years of being with them, no being able to access to lenders who your trying to deal with, hours of wait times on phones, to be put thru to more hours different dept, terrible customer service, are just not open, interested or customer friendly.

Useless! Changing banks if they keep this b.s up!!

Rude customer service and a long hold.
Was told only one person was working, but that one person decided to be rude and disrespectful. I thought I was talking to a "Karen". Great job ASB.

Long call wait times. Rang on several different occasions and it is always busy.

Most of the branches are closed now, so you would think they would have enough staff available to take calls, but apparently not.

I bought a new phone and had no end of frustration trying to get my ASB Phone banking app up and running. After waiting lenghty time on hold waiting for my call to the help desk to be answered, I finally got through. The operator was very skilled in knowing what to do but he was unable to help me with technology know how. A few days later, I rang again and got a very patient lady who took me through the steps and waited for me to follow each of her instructions. Lo and behold, I am a very happy man again with my phone banking back in business.

Been a loyal customer for over 45 urs years for the to not allow me more than 500 overdraft and never accepted a loan for myself not even 1000 this bank is hopeless for loyal customers must be time to trust a real bank that after 40 years might be a bit more understanding and stupid the money gets to them first bur no this bank thinks you can dishonor a bank app ridiculous ASB

Worst experience with a bank ever! Didnt have a process between us opening a mortgage account and the final date so didnt honour our mortgage rates we had signed. Mortgage broker was stunned!

Asb is one of the useless bank in New Zealand. I would suggest to find another bank for future.

I have wasted very precious time in hopelessly long call centre queues and am about to give up entirely. I need to register a netcode token. This is shocking customer service. Why do we pay bank fees if this is the rubbish service that results?