ASB Bank Reviews 

Just visited ASB Royal Oak branch to open account but their non-professional service and rude behavior forced me not to open account with them.
Back in 2017, they did the same, wondering may this time their approach be professional but it is even worst.

1 star is more than enough, I don't even wana give 1star to them. I called customer service for the card I never received since 1 year or more. They asked me the card number of the card I have. They said we have processed your card request. When I chacked the app, I found they have blocked the only card I had. This is really frustrating and when I called back, they talk to me like they are some kind of goons and threatening me. Worst customer service, I will never suggest anyone to open their bank account with them. Also, I am going to close all my, my family members and friends bank account from ASB.

While I understand that at the time there were a lot of customers, the staffs were rude and not helpful. One of them, especially, talked to me like I have done something wrong, and I left the bank, almost in tears. Unprofessional and unacceptable.

Why should I get charged a fee to withdrawal my own money over the counter? I went into the bank after waiting 40 minutes as they were closed during the lunchbreak. Who does that by the way? Understand you're short staffed but as a bank is customer service driven why aren't they taking their lunch 11-12 so people can visit during their lunch break? Also, as it is ongoing, why not advertise on the radio or local paper that bank is closed during lunch. I asked to have term deposits set up and she got annoyed that I wasn't interested in her showing me how I could do it myself. I asked her why is she getting angry and she started being a bit nicer. Not impressed.

For some reason ASB do not show rejected transactions on statements. I have between 2 banks 11 accounts to monitor and every other bank I have been a customer of shows transactions not paid due to insufficient funds. So if I happen to have missed having enough funds in an account I can quickly transfer funds to cover it

We have been banking with ASB for over 20 years. We do have more negative experiences than the positive ones when it comes to in person banking, applying home loan and credit card. We advise you to choose another bank!

What a disaster, customer service slow as can be. Took 30 min to withdraw a little money over the counter. Don't go if ur in a hurry. I wouldn't go again if I can help it 😢

The worst customer service I have ever experience! I applied for a personal loan online and it states that it take 2 days to hear back, 3 weeks later I finally hear back from them and said the loan had been approved then a week later I contacted them again asking for any updates finally got back and told me I have to come in and sigh a document that they said they sent to me and never did . What’s the point in applying for a personal loan online if you have to go on to the bank!! If I had the time to go to the bank I would’ve gone and maybe saved myself 5 weeks of bullsh*t responses

I had a terrible experience with ASB applying for personal loan. After applying for a personal loan they didn’t get back to me for 15 days where the online application says they will be in touch within two days. If you ring their customer service even after waiting more than half an hour they don’t really attend your call. Finally when I talk to personal loan banker she wants me to start the application from beginning saying that the old application has been Expired. After that when everything was ready the lender says the bank cannot lend the amount of money I asked even though I have a proper income and savings. After all she didn’t even look how much I am saving a month which could be accounted as repayments. I am going switch my accounts, savings and KiwiSaver. I had enough dealing with bank who has no good customer service for their customers.

ASB bank, 20 years banking with you and I'm highly disappointed by the way you handle your customers. You make no consideration into people's lifestyles and their circumstances. Your only goal is numbers. Customer service is poor, customer care is even more so poor. You have no true human care or cultural values for your customers and people of New Zealand. I highly would NOT recommend anyone investing with you long or short term especially with their Kiwisaver. Poaka Pipiri. 🗣

ASB phone service is pathetic. The endless automated phone replies rattle on but when I select a number as instructed, nothing happens. Absolute b/s to blame the staff working from home due to Covid, as these poor response times have been common for years, certainly long before Covid was heard of.

A very bad experience during my first try to loan of small amount for business, we using ASB bank for how many years for transact and money savings, after I try to loan for starting my small business is very disappointed I apply loan for more than a month and the loan still on process and the Business Banking Specialist Guy from Auckland, he said it’s more positive to approve and everything in my business will done and sign but the loan still on process, I spend all my personal savings because I waiting of this hopeless loan. I ask Him, in the first place Please speak frankly to me if any chance or not so I can look for other source to pay off my invoice to start my business. He said 100 percent you will approved and next week I start my Business and this Guy, still not yet finish to investigate and still asking to much how stupid they are! I mean He is good Money Player, They are not supporting small business anyway. 👎🏼

Not a a great start. Looking to move accounts to ASB but the ASB person didn't turn up to the meeting that I booked. I called the recommended number online to re-arrange another meeting and it went to voicemail saying the recipient was on leave, ok ? Onto the next bank then...this one isn't going to work out since I was looking for somewhere with good service

Very poor customer service. Their response times are very long and when they do replay, they come back with half an answer and still fail to solve problems. I don't know where customer service is located, but...There's also an arrogance - as though things that go wrong are the customers fault rather than their own poorly considered processes and abysmal communication. After years of banking with them, I've had enough and moving banks.

ASB card didn’t work all of the sudden during the day which caused embarrassing moments wanting to pay at a cafe and in shops. Later at 10pm I receive an email from ASB that they removed my card due to fraudulent transactions which show up on my ASB account. I call ASB and no one picks up all weekend. I walk into a branch and the staff is petranising and is treating me like I did something wrong. They sent me away and tell me to come back when the transactions are no longer pending. I wait and call hoping phone service is nicer. I am told ASB is now disputing the transactions to see if they were fraudulent or authorised by me. I wait and call in a week later and are told it will take around 30 business days to get an outcome. I suggest if you’re in NZ to switch banks to a NZ own one.

Nothing about this bank is right!
Poor quality service, Terrible staff !

The worst bank ever. I only have problems after problems. I lost over $500 within 2 months. They won't give me back my money, won't tell me where it went or who got it like it disappeared into thin air. The people are always rude and make you feel small and stupid like you know nothing. Asb bank is just a crappy terrible bank to begin with.
HIGHLY RECOMMEND ANZ

Absolutley no idea how business works ,rude service talking down to me like im some sort of idiot ,they have lost me .

Been with them since I was 19 and I'm 32 now. While I don't have my mortgage with them everything else has been fine to good. I don't really understand why there are so many negative reviews? As I use most of their services daily and both I and my family have never had a problem.

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.