PSA: BNZ Customer service

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Forums › Finance and wealth management › PSA: BNZ Customer service

Batman

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#303306 31-Jan-2023 10:02

It seems BNZ has removed most of their physical branches, and their telephone services are so short staffed you can't speak to a human. Some services (eg credit card disputes for highest tier cards) are by email or leaving voice messages!

I made a dispute on 8 Jan and last night received an email about it, by the time which i had already sorted it out with the merchant. I had forgotten about it, last night they said they received my dispute and blocked the card, now i can't speak to them ... did the email and left voice message

So if you are thinking about a new bank, I'd strongly advise you look elsewhere ...

But sometimes everybody is like that and you might not get better service elsewhere.

*Sigh

/end rant

(this is not my first issue, every time i have to deal with BNZ in the last 6 months i have not been able to get hold of them over the phone. now Dunedin only has 1 branch that opens at 10, there is another branch but that's only open 2 days a week!)

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#3029878 31-Jan-2023 10:07

It’s not just BNZ , ANZ are terrible as well so are 2 degrees and other telcos.

Batman

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#3029884 31-Jan-2023 10:22

yeah i have guessed it's the new normal since covid.

thanks, i'll stop entertaining thoughts about moving banks ...

alasta

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#3029892 31-Jan-2023 10:45

I had consistently good service from BNZ until I settled on my new home about a year and a half ago.

They assured me that they were ready to settle on the required date but then the person I was dealing with became uncontactable and the other staff refused to talk to me - they simply told me that I could only talk to that one individual who was simply impossible to get hold of. The idea that a particular customer can only deal with a particular staff member seemed quite bizarre to me.

Batman

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#3029902 31-Jan-2023 11:04

i am now unable to find bill payees anywhere on the app or the desktop sign in,

can only pay tax.

anyone from BNZ tell me how to find the listed bill payees like you used to be able to?

Stu1

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#3029905 31-Jan-2023 11:15

Batman:
yeah i have guessed it's the new normal since covid.

thanks, i'll stop entertaining thoughts about moving banks ...

I don’t get why it’s the new norm did all the call centre agents all return home? or have the banks used it as an excuse to reduce staffing costs

Batman

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#3029906 31-Jan-2023 11:20

during covid the excuse was short staffed, people are sick, everyone has to be patient

over time people get used to waiting a long time

companies now change their targets, sack everybody and make their customers wait like they're used to waiting.

unfortunately everybody waits now, supply chain has turned to crap because everybody is waiting for everybody at every stage of the chain

bad supply chain means costs go up, people now want to cut costs by sacking staff, wait gets longer and supply chain remains rubbish, and the cycle continues

diesel was $1.xx before covid now it's $2.xx

result - poor bank service

what can i do at my end? wait.

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kiwi_64

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#3029909 31-Jan-2023 11:34

Batman:

i am now unable to find bill payees anywhere on the app or the desktop sign in,

can only pay tax.

anyone from BNZ tell me how to find the listed bill payees like you used to be able to?

For what it's worth, my payees are still shown/listed under Menu options for me....

sen8or

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#3029910 31-Jan-2023 11:35

I always cringe at the "higher than normal call volumes" pre-recorded disclaimer. When you shut physical branches and/or make it so difficult to do all but the most menial thing at a branch, your call volumes are going to be higher. They need to change it to "we are too cheap to employ sufficient staff, so you are going to have to wait".....

richms

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#3029915 31-Jan-2023 12:04

alasta:

I had consistently good service from BNZ until I settled on my new home about a year and a half ago.

They assured me that they were ready to settle on the required date but then the person I was dealing with became uncontactable and the other staff refused to talk to me - they simply told me that I could only talk to that one individual who was simply impossible to get hold of. The idea that a particular customer can only deal with a particular staff member seemed quite bizarre to me.

That's why I am all UGH when I get the emails from suppliers telling me about a new sales representative I have to deal with. I don't see why that is a nessecary thing these days with CRM systems that should have everything logged where they all can access it.

Richard rich.ms

richms

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#3029918 31-Jan-2023 12:14

They can get lots with the higher than average call times. I don't know why they are not pulled up on that because it seems that whenever you call they say it, and it cant always be over the average unless they are averaging over the life of the bank.

Richard rich.ms

wratterus

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#3029923 31-Jan-2023 12:30

Not really on topic, but we've had pretty good service from ASB the last few years. When our main contact went away, they made sure things were in order, and others were able to look at the necessary info & help.

Not sure if that sort of service (eg - what you would expect) is branch specific though.

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#3029929 31-Jan-2023 12:40

This morning I received a text from Kiwibank about suspected fraudulent activity on my credit card. I rang them them to order a new card ( I know I could have done it through the app or online but I thought why not check their call centre service) Call got answered within 2 mins and no issues with ordering the new card.

I can't speak for their other services but this was pretty good.

Batman

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#3029939 31-Jan-2023 12:58

the straw that broke was - putting in a dispute for a CC charge on 8 Jan and getting a response on 30 Jan ... wow

maybe it got lost in the ether, maybe the wrong person took the call (i called the CC number given), maybe etc ... but still ...

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#3029940 31-Jan-2023 13:05

A few years back all I had with BNZ was a credit card and had consistently poor service and long wait times for anything to do with them and that was pre-covid so in my book they're pretty poor all round. Closing the credit card took 4 phone calls each time the person promised it would be closed

Stu1

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#3029969 31-Jan-2023 15:11

snnet:

A few years back all I had with BNZ was a credit card and had consistently poor service and long wait times for anything to do with them and that was pre-covid so in my book they're pretty poor all round. Closing the credit card took 4 phone calls each time the person promised it would be closed

I got a new net guard card this week haven’t been a customer for 4 years and have no active accounts.

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