There was an update to the BNZ app a few days ago and I suspect it has broken the written Contact system within the app.

Yesterday and today I asked written questions about 'credit card payment dates'. I was told by the app that my query needs to be referred to a team member - which is great. However each time, when I submit my question, the subject title that gets applied, by the app, is something unrelated to my query. The first time it applied the title ‘Change home loan repayment date'. Nowhere near what I am asking. 

At first I thought I had made a mistake so I tried again - and got the same result. So I tried a third time with a slightly different wording for my initial query type - and this time when I submitted the same/original question, the title that was applied was ‘New investment’. Again not even close.

The titles being applied are completely wrong and have nothing to do with my actual query. This is very annoying. It means that the text of my query bears no resemblance to the title the BNZ CSA team sees - so they will be confused. It may also mean that my query gets directed to a part of the team that has nothing to do with what I’m asking.

There's something very wrong with the Contact system within the app. Yesterday the promised response time was 24 hours. Today it says 72 hours. I think they’ve got problems. Their AI is lacking I.