Boo to ASB. We were reconsidering approaching them when we switch banks shortly, now not so much.
It was a dealing similar to this (not mortgage related) that had us remove all our banking from them in the first place.
Yeah bizarre service from ASB for the OP.
That said I have been very happy with ASB since we moved 5 or so years ago from Westpac who just would not match the market @ renewal time - better rates / better deal (cash incentive/no fees ets) / better service.
But clearly YMMV.
Good you got it sorted Linux.