ASB Bank Recenzje 

They should not improve. They are the best. At being the worse. Steer clear. You've been warned.

When it comes to customer service
They have no sympathy or compassion for people who are struggling financially because they lost their job due to an illness.

I've been with ASB for more than 40 years! I still have my original cheque account number even. I would say I'm a loyal customer and I've seen how the business has changed over the years.
They used to have many offices and friendly helpful staff. Long gone are those days. I understand technology has changed and they need to move forward with the times, but they have simply forgotten how to provide the customer support they used to have.
I tried to get information about opening a Merchant Account for my business. I haven't got to the point where I need it yet, but just wanted info. on what it might cost and what I need to get one.
I started the conversation via a web form, and a person responded to this and asked me many questions about my business and what I'm selling. Fair fair, right?!
I replied, with the information requested, best I could do, because, I wasn't selling services yet, so, I don't have all the numbers.
This person immediately called my phone, during business hours, with no warning. I don't take calls during the day unless it's scheduled, so I didn't answer.
I got a snarky email from the same person, saying they tried to call to get more information. They mentioned what extra information they needed.
I replied with the extra information they needed, and reiterated that I don't have web presence yet and I'm just after some basic information about Merchant Accounts. I also mentioned that I do not take calls during the day unless scheduled.
I got a reply from this person, who obviously didn't read the information I'd sent, as she asked for more of the same information. And said she would call tomorrow at xyz time.
The next day she called, even though I had not agreed to a time yet! I listened to the voice message, and there was so much background noise it was ridiculous. Also, broken English which I could not for the life of me understand.
Being a Kiwi, born and raised, I'd hope to speak to a representative that speaks the same language. That's fair right? I didn't set out to learn any other languages as that's not the business I'm in. I'm not a rep. that talks to people for a living!
Anyway, this person also sent an email saying she tried to call me and also that ASB won't grant me a Merchant Account!
"I understand that you are planning to accept payment through website."
"This is Prepayment Exposure."
"Unfortunately we cannot provide you with merchant services at the moment while we work through challenges in the change of how we interpret a regulatory requirement."
I asked via email to explain, and also said I can talk the next day at xyz.
No reply, only a call the next day, but I didn't pick up because I didn't get a confirmation about calling at that time.
Then her follow up email said
"As per previous email, any payment request with prepayment, ASB no longer able to support at this stage.
When your business is ready to start with website then please try to contact to third party gateway supplier."
I mean seriously are you even part of the same conversation?!?! This is ludicrous.
1. All online payments are prepay! I've never paid for something after I received it!
2. I'm after information which I said so many times!
I said in my response, all payments are prepay, and you haven't answered any of my actual questions yet. I've answered pages and pages of questions about me, my business, and numbers that don't exist yet because I haven't begun selling!
It's very clear to me this person doesn't want to deal with me, literally telling me to go with another third party instead.
Is it because I haven't picked up any of her calls yet? Is it because she thinks I'm going to scam people? That's what it felt like.
I also said in my response, I will be around at xyz time tomorrow, ready for your call.
The next day she called, we talked, and I had difficulty understanding but we got there in the end.
Basically if I don't give customers their products within a day then ASB won't give me a Merchant Account. I never said anything about taking a day to return the products, so that's just crazy. I even have many email threads that state exactly that.
FFS!!! This is mental! Anyway, I ended the call saying she didn't help and that I will come back to ASB closer to the time I'm ready to go online.
This was a major headache dealing with this person who never answered my questions, but took a bunch of information from me just to tell me to go away!!
I discovered I don't need a Merchant Account, which to me was the proper way to conduct business, but if the bank doesn't provide support it's best to steer clear of them.
I plan to move away from ASB after a lifetime of service from them.
This wasn't the only sad support story, but this was the one that pushed me too far.

Great another reason for people to leave ASB. Now you guys have banned overseas transactions, obviously not realizing what you done to thousands of people 😂 ive been a trusted customer for 9 years but I think ill do what everyone else will do now and leave. (On a side note) you could've just taken more security measures to prevent the so called Global financial crime... and not completely cut it off. Ill bet you guys dont recover from this 😂

asb are shite ,closing branches ,customer service via phone is appalling

I Have 3 business account with ASB. Every branch treat differently and Out of those few Branches are very useful. Today I visited Manukau Westfield Branch and the experience I had is one the worst experience. They try to avoid the customer to open their business account and just letting them to leave the premises. I told them clearly that it's an urgent priority because it is delaying my financial process. Most of them are uneducated or irresponsible for their duties. I waited approximately 45 min to hear back NO word only. ASB Staff was literally doing time pass.

What is the point of being a ASB customer if you don't care about urgency at all?

I have been trying to open a new business account for over 2 weeks and still do not have my new account number. I get the distinct impression they just do not care about customer service. They are friendly but incompetent. I did not apply for any other facilities, it was just to open an account. This started at the 23rd September and on the 10/10/2025 the problem is still ongoing.

I love ASB, we have been with them for more than 5 years! And they have always been a huge help! Gaby Phua Is the best person and lifts up ASB so much! She’s great!

Worst service ever.
No direct phone numbers, just a stupid AI, long waiting times when I tried to reach our 'bank manager'.

GOLDY SUCKS

Frustrating answer phone service, when trying to call ASB customer services line for human help. Let's try getting one step ahead again....#annoying

I received an email from these loserss today asking where an who I get my money from I then answered the question an they had the check to ask me to get those people’s financial information an asked me where they get there money from ?! the fkn CHEEK of them that’s against the law an extremely personal to ask me about Someone else’s personal information. Wtaf

Awful overall experience. As a former banking consultant myself, not impressed at all, and I'll stick to my current banks.
Looked at getting a small 1k credit card. Needed to open up a bank account (including all AML verification processes of course) via their online system, before I could even do an application. Did this, fine. Then attempted to do a credit card app thrice online, came up with error messages each time. Submitted multiple messages to get this sorted. Was advised to have an appt over the phone with a banking consultant. He practically forced me to do the 'customer needs review' even though I said all my needs were sorted, I have insurance, savings, kiwisaver, mortgage, etc., and I just want a small backup credit card. Said my name a billion times (attempting to build rapport and, frankly, annoying). Did the full application, sent a billion documents and payslips (far more info than should be needed for a simple card, at least for a conditional preapproval) and got declined. I have a minimal mortgage, steady income, and save regularly (consultant even sent me an email re investing!!), low expenses and a small mortgage. I asked why I was declined, to be given some vague response about having negative 'monthly uncommitted income'. Asked how the bank had come up with that, given they want my investments moments ago, can see my proof of savings etc, and I have $200+ spare weekly to save. Given no response to this. Consultant advised he could start a new application, fine. Then wanted all my recent statements again (even though he had them from a week ago). Biggest waste of my time. Disappointing, as I was hoping to like the yellow bank, and would have considered moving other business there! Will stick to Kiwibank and Westpac.

I'm trying to get a loan with this bank and I went online, send a request. Somebody called me saying a lender will contact me on a schedule date and time. When that day came, I had a call in the morning to say that the person was sick so they needed to reschedule for the following week, and on that new scheduled day I didn't receive any call at all. No call no email saying anything. This tell me that you guys take your job pretty seriously and you put your clients ahead.... BS!!!!
Worse bank ever. I should keep with Westpac, they are very professional and respect their clients.

I have a home loan with ASB. I had a few questions about my mortgage and just wanted an email address so I could get clear written answers. This turned out to be impossible.

I tried the secure messaging app — nobody would give me an email. One response actually said “I’m not qualified to assist with this query” — as if it takes special qualifications to provide an email address for the person handling my mortgage.

It wasn’t until I got so frustrated that I started sending annoyed replies (yes, calling them idiots) that someone finally called me. But I don’t want to call — I want written communication for my own record, and I want to do it by email like a normal business in 2025.

Even on the call, I got the impression that I was the problem for wanting something so basic.

ASB: you already know my account, my mortgage, my identity — why is it so hard to provide a direct way to ask questions in writing? Get your customer service sorted and actually listen to your customers.

I needed to do a complex financial transaction on behalf of my 96-year-old father. The bank he had been with for 60+ years, ANZ, were absolutely useless and had no interest in helping. When I went to my bank, ASB, they went out of their way to be helpful during what has been a very stressful time for me and my family. Maree at the Papanui, Christchurch branch was exceptional. I am very happy with the service from ASB.

Terrible customer service! 5 months later I cannot still use my bank card! No one wants to assist. Everytime I raise a ticket. They just close it off without solving the problem and tell me to call. When I call…I don’t get any assistance either!

The new premium banking service is a joke. They made existing customer enquiries so difficult that I am now considering moving all our banking and loans to another bank.

Asb bank are crooks shame on u!!!! Took my sons money for his medical treatment without even letting me know first.

Dont use asb bank they are thieves.

Mei from the credit control department service was very rude.

Their response time is so bad. Took two weeks of backward and forwards messaging for them to tell us to phone the local branch, which is a joke because when you try and phone, you end up going around in circles and then being on hold.

Worst bank I've ever worked with.
No support whatsoever, not user-friendly.
Doesn't work with any language other than Dutch.
I'm still trying to close the account I opened for my daughter because we're leaving Holland and going back to our country. As my Dutch isn't perfect, I sent an email in English, and their first sentence in the email was "As a Dutch bank, ASN Bank corresponds and services its products in Dutch. It is possible to translate this mail by copying the mail into Google Translate. We do want to warn you that Google Translate may not provide an exact and correct translation."
I've tried all the means I've been given and I've sent all the necessary documents more than once, I've called customer service several times and nobody helps me. I'll have to take legal action to get my money back