BNZ Botany - Dannemora

Experienced unprofessional and rude customer service this afternoon, where my questions made the bank teller annoyed. She told me to do everything online when i specifically came into two diff branches (other was too busy) for help as it could not be done online. She was very impatient with me when asking for more info. Left feeling annoyed.

BNZ display abysmal conduct in every conceivable way... And for a business that makes $1.3billion profit in NZ? Atrociously horrendous!

One of the worst customer service I've seen this far. Booked an appointment to create a joint account with my wife only to be told that she can't open an account because she didn't have proof of address as it had only been a month since she moved in. Waste of both of our times and ended up cancelling all my accounts, went across the road and opened an account so much easily with another bank.

We've had a quite a hassle with this bank and branch. I opened an account with them online which was easy and I was up and running within 10 minutes. A few days later I wanted to add my wife an account operating authority for the said account. I contacted the bank online to ask how to do that. They said we need to visit the local branch. So that's what we did on a Friday two weeks ago. It's was 4pm and the branch was closing 4.30pm so they asked us to come again and gave a list of documents we need to open my wife as a client (pretty basic stuff like ID, proof of address etc.). So we went again a few days later with all the documents. This time it turned out the list of documents they gave us was not correct and they needed one more (proof of visa). I managed to send that to them electronically on the spot so we got that sorted. But them came the fact that they now refused to add an account operating authority but forced on us that we need to open a new joint account (something that we were not looking to do). AND even though they had asked us just to come with the documents, they said that they can't do that on the spot but instead we would need to book an appointment. We were not happy but just wanting to get this done, we agreed to opening a new account and to booking yet another appointment with them. Next available time was a week later! Only good thing was that it was a telephone appointment so we would not have to actually come to the branch. BUT that appointment is now gone and we didn't receive any call on either of our phones. To summarise, wanted to add my wife on my account, now it's about 3-4 weeks later, had 2 visits to the branch, 1 missed telephone appointment from their side and still nothing has happened. On the positive side, the people at the branch have been friendly. It's just that it hasn't been that helpful and they seem to be in total chaos. That with the fact that their online banking is very very basic and has hardly any functionality that you would expect from an online banking, I really can't recommend BNZ. EDIT (2 hours later): It seems they have a telephone system issue and can't get through to our phones. I'm hoping someone is now working on this and we'll get this sorted. Online banking representative also addressed my concerns regarding the joint account and we're now happy to proceed with that as well if and when BNZ manages to get that opened for us. EDIT2 (3-4 weeks later): Our account and cards finally got sorted. We got another telephone appointment a week later (again the earliest they could do). On the phone they asked all the same questions again but that wasn't enough. We needed to go in on the next day to sign the papers. It was supposed to be a 5 minutes stop. They asked again some of the same things, needed to sign a customer information form (the exact same my wife had signed 2 weeks earlier when there). But in the end we got there. And unlikely they earlier had claimed, it was possible to change the existing account to a joint account (earlier they said authority was not possible and changing the account was not possible and we would have to open a new joint account). Then they said they would not be able to update my wife's address to our home address here in Auckland and she would need to pick up the card from the branch. We asked again nicely and she actually could update it. The card arrived a week later per mail. But the netguard card went to the branch and she needed to pick that up there. AND that's not the end of it. Eventhough we were not the only clients whos mobile phone they couldn't call, they insisted it's something to do with our phone or subscription. We should follow that up with Vodafone. I went to great lengths to have Vodafone technical team to dive deep and to track those call all the way to their network backbone. And guess what, the calls never even left BNZ system / phones. As suspected, the issue is at their end. I report this to our contact person and the branch manager. Guess what? They didn't even bother to reply...

Very disappointed with the BNZ Howick closed Meadowland branch closed. When you phone to find out why they say it's to keep everyone safe from the virus. But it's ok for lines of people outside waiting for 30 mins or more waiting to get into the Botony branch to see someone,and only two staff on crazy.

After waiting for 45 minutes in the line, I was stopped at the door of the bank by staff member who deal with people with arrogance and racism. They refused to give me a letter from them to the real estate office regarding a bank transfer that must be made within 3 days, and the same thing when we tried through the phone service, knowing that this procedure is done Provided by phone only. I know through lockdown we need to be kind but this really far from Botany branch attitude, and if there is lower than 1 start I will not hesitate to give it for your service.

The bank staff unfriendly and no efficiency！ for open the account need waiting for 2 hours in botany century branch ! And then 1 lady let sign , she did not order the bank card for ! How she mean! Why the bank not let good staff in who working harder ! I do not thinks the branch can open longer ! Customer not happy for coming !

There is never anyone in this branch willing to help their customers. The atm took my money and crashed, no-one in the branch wanted to assist, instead i was told to get into the line and wait? It is bad enough that we have to deposit our own cash at the SMART ATM, but when the ATM just crashes and not giving the money back, you will expect someone to assist and not tell you to stand in line.