ASB WestCity Henderson Branch - ASB WestCity Henderson Branch 7 Catherine Street

Rarely come in to the branch but needed to buy and sell some foreign currency. Charged $10 to buy AUD wasn't impressed. Couldn't take Papua New Guinea money and advised to go somewhere else in the mall.

Went to pay a bill, and was basically pushed out the door by one of your staff members who was completely incompetent of doing her job, I asked for help with this particular bill as I did not know how to work out to pay the bill online, the staff member gave no help and her services were terrible. As a consequent I will now be moving banks as this is not the first time this has happened.

For past couple of days I have been running around in circles trying to find the right information. Before I give my feedback about your awful customer service, I want to talk about online form system. I was trying to change my address online, but your database just wouldn't query my exact address. Also there's no manual way of setting my address online. What's up with that? I had to call customer service to manually get my address changed and this was the only thing satisfactory about this whole situation. After she changed she changed it, I asked her when can I expect this new address to show up on my bank statement. I needed it to know because I had to send this doc to this US based brokerage firm as my proof of address to open my brokerage account. At first she seemed like she had no idea what I was talking about, so I repeated my question again. She basically told me she doesn't know. How does a help desk rep not know when my next bank is coming out? I still don't know when the next bank statements coming out. The last one I had is for 24 Oct to 24 Nov. The next day I decided to go to my local branch and ask someone in person. As you may have realised this was a proper waste of time, energy and fuel. I started my convo asking her what the trade commission / fees are for stock trading with ASB Securities account. She unenthusiastically responded to me saying something about how she didn't understand exactly what I was asking. Come on ASB..there was literally a TV screen on the wall showing the share prices of stocks. I repeated my question, this time, elaborating much clearly saying I want to know what the commission or fees for stock trading. She told me to wait as she went away to seeks help some other colleague. I stood there for a minute or two until she came back saying to call some 0800 number. I was fine with that and then proceeded to ask the most important question: "I recently changed my address, is there a way you could print out some sort of bank detail or statement that shows my updated address?" With no emotion on her face, she immediately prompted to show her my bank card. She swiped it on the eftpos machine and I entered my pin. She said my address is ### Henderson Valley Road. I said "No it's ###B Henderson Valley Road". Then, she said something about how the ASB system only shows a general address instead of the specific unit address, etc. Is the address not updated in your system or something? I don't even have a clue whether or not it if the right address is going to show up in my next bank statement! I was annoyed as hell. I was gonna argue about how the hell would ASB send letter to my home if they don't have the right address in the system but I just walked out. Please hire competent people for the job, someone who has the basic knowledge about your bank. I'm waiting on this document so I can finally send everything to my brokerage firm and get on with my life.

Poor product knowledge and inefficient customer service regarding my request for an encoded bank account slip. The representative proceeded to just repeat my request back to me three times with increasingly patronizing tone each time, until she finally asked someone else who advised that they're made to order and normally for businesses, apparently. Alternatively I was supplied a docket, stamped by the representative that contained my full name, address and bank account number after I swiped my EFTPOS card and entered my pin. Unless your policy has changed, I thought I needed to provide photo ID for this information too? Technically not a privacy breach, as it is actually my own information. But I'm concerned that a pin and card is all that is needed to confirm my full name, address and account number. Happy to update review if I'm wrong. Further review: The worst ASB branch I have ever had the displeasure of using - at least they're consistent in that regard. Alena is extraordinarily slow and had no business 'helping' her colleague in the middle of serving me after I waited 10+ minutes just to get to the counter. Part way through her serving me, her colleague asked her for help and she mmm'd and ummm'd looking at his screen for a solid two minutes before finally admitting she didn't know [how to help]. Please, just one task at a time as my time is precious too, you know. Your colleague should refer to a manager/resource team leader or Helpdesk next time. Furthermore, Alena repeatedly asks the same questions and requests for the same information over and over again. I'm not even sure she realises or is deliberately trying to wind people up. Please focus on upskilling your staff and ensuring they have basic competencies for Customer Service. This is not okay.

Booked an appointment with Bank Officer Nancy Wu, only to arrive and be told no booking was made on her calendar, and that it was her day off. Had organised time off work for this appointment and the customer care lady at front desk palmed me off to another colleague when I arrived, really disappointed with overall customer service.

Terrible customer service by the Staff, I would avoid joining ASB over all. They don’t have high standards in helping their customers and being deliver about the customer satisfaction. Had to make appointment 3-5 times to open a student account. Still have to make another appointment to get the number changed due to the assistant manager at Henderson ASB putting in the wrong mobile number, therefore ASB app can not be set up due to not having the NetCode. Poor service!

Rarely come in to the branch but needed to. The rudest costomer service experience i have ever had. Dont go there unless you really have to. The place needs some serious staff training.

Worst customer service ever. Stood in line and waited 20mins to be told the passport is unacceptable and I need to make an appointment to get it register in the system. DON'T JOIN ASB. WORST CUSTOMER SERVICE.