Kiwibank customer complaints or kudos

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Forums › Finance and wealth management › Kiwibank customer complaints or kudos

ageorge

626 posts

Ultimate Geek

#35642 13-Jun-2009 11:15

Hi All.
Would anyone who has had experience with Kiwibank whether good or bad please post here as I have been searching for customer experience and only thing I can find is that Kiwibank has been involved with Banking Ombudsman quite often.
Thanks,
Alistair.

Alistair Grant George

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19282 posts

Uber Geek
Inactive user

#224594 13-Jun-2009 12:11

I have a kiwibank master card and savings account i have had no issues also the internet banking was updated recently and its great

John

ageorge

626 posts

Ultimate Geek

#224599 13-Jun-2009 12:27

johnr: I have a kiwibank master card and savings account i have had no issues also the internet banking was updated recently and its great
John

Thanks John. Personally, I dont like the new interface. I find the added necessity of filling in the question as well as the captcha a nuisance, but apparently thats soon to be improved so thats good news.

I've also been trying to find out how many customers Kiwibank have but there seems to be no data on that for y2009.

Alistair Grant George

allstarnz

1719 posts

Uber Geek

Trusted

#224606 13-Jun-2009 13:03

i have no problems with them, other than their stupid next 'wheel of fortune' question thing when you log in, geez I hate it so much.

ageorge

626 posts

Ultimate Geek

#224610 13-Jun-2009 13:24

allstarnz: i have no problems with them, other than their stupid next 'wheel of fortune' question thing when you log in, geez I hate it so much.

Thats what I'm talking above, that aspect will improve soon.

Alistair Grant George

magu

Professional yak shaver
1599 posts

Uber Geek

Trusted

BitSignal

Lifetime subscriber

#224623 13-Jun-2009 14:20

Awesome bank. Good fees, great phone service (the tellers at Post Shops, not so much) and they just debuted a new internet banking that blew me away.

"Roads? Where we're going, we don't need roads." - Doc Emmet Brown

sarg

747 posts

Ultimate Geek

Trusted

Lifetime subscriber

#224636 13-Jun-2009 15:44

had no problems with kiwibank last month when internet banking fell over they agreed to cover any fees incurred if I couldn't pay my bills because of their issues.... wasn't necessary when service was restored

that would be an ecumenical matter

NickiB

147 posts

Master Geek

Trusted

#224882 14-Jun-2009 14:20

ageorge:
allstarnz: i have no problems with them, other than their stupid next 'wheel of fortune' question thing when you log in, geez I hate it so much.

Thats what I'm talking above, that aspect will improve soon.

I had an issue when setting up an account, they wouldn't allow joint signatories (this was quite a while ago now, may have changed), so account went in my mum's name only in the end (but money is mine). Was accessing it the other day and she must have set up the 'wheel of fortune' questions. Hardly an extra security feature when I could guess the answer to 'colour of first car' with a 6 letter answer lol, got it right first time!

I hardly use that account now and based on the brief experiences I have had with KB I wouldn't go there for everyday banking. As somebody said, when you need over the counter stuff, post shop staff don't really know what they're doing, I prefer a bank that just does banking instore and having a central contact person who knows what they're doing. I like my current BNZ total money set up, $10 a month covers pretty much every fee and I can have various accounts and give them meaningful names instead of trying to remember which suffix is for what.

nOOb alert

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paradoxsm

3000 posts

Uber Geek

Trusted

#224886 14-Jun-2009 14:29

Had a mixture of good and bad experiences, their "service fees" are among the highest of the banks and easy to sometimes make mistakes that cannot be fixed resulting in a service fee charged.

Setting up automatic or recurring payments yourself on the internet incurs a charge which I think is rude.

Also phone banking has a limit of 6 calls per month before charges kick in and no mobile 0800 access (they do offer wap banking and txt alerts and stuff)

but their systems are instant, you can do things like add and remove bill payees and personal payees easily and free.

Good bank with an excellent online banking system but just be careful about making a mistake, they also offer a debit visa which was easy to obtain. I use them as my secondary bank.

cdo7

30 posts

Geek

#224911 14-Jun-2009 15:44

I have been a kiwibank customer for a few years now. The only problems were my fault and their customer service is very fast and effective. they answer the phones and emails quickly and sort out any problems quickly.

I would highly recomend this innovative bank.

Don't know about the fees as I'm a student and never needed to pay any.

NickiB

147 posts

Master Geek

Trusted

#224943 14-Jun-2009 16:58

cdo7 just reminded me why I took issue with them a few years back when I had a flat account with them as well, I knew there was something I didn't like about them.

They charged me an odd fee so I rang up to complain, they tried to tell me it was because I went into OD or something like that, but the amount of the fee was wrong for that anyway. They agreed to refund it eventually, but just getting that $2 refunded took more than a week because it had to be approved by a supervisor or some BS. I gave up waiting, paid $2 into the account and closed it because it took it so long to work out. At the time I was with ASB as my main and compared to them, KB customer service was a joke. ASB will refund any fees you complain about then and there while you're on the phone to them, you can go right out and spend that money the next minute. Again, this was a few years ago, they may have changed their systems since. Also, as someone else pointed out, they charge for phone banking which was another annoyance cos I relied on that a lot at the time and was used to unlimited calls, depends on how often you want to use it as to whether you need to factor it in though, these days it wouldn't bother me so much.

nOOb alert

Ashka

139 posts

Master Geek

#224978 14-Jun-2009 18:31

Ususally OK, Charges lower than most.
Website OK for those with resonable internet access, I'm using vodafone mobile at usually under 6kbps Yes 6 kb, it often comes up with 'taken too long to log on' so I have to start again.
Other than auto replys to emails that bare no reseblance to the issue asked about it's about as good as most.

RedJungle

Phil Gale
1108 posts

Uber Geek

Trusted

Red Jungle

Subscriber

#225251 15-Jun-2009 14:53

I have both Business and Personal accounts with Kiwibank - and I highly recommend them above all other banks I've had dealings with. Their internet banking in particular is top notch.

paradoxsm

3000 posts

Uber Geek

Trusted

#225283 15-Jun-2009 16:45

I notice they now have an account called "free-up" that replaces the older now accounts and includes unlimited electronic trans and no monthly fee. Changes the scale a little bit, makes the $2 AP setup fees more palatable since the rest is not costing anything.

cokemaster

Exited
4927 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#225320 15-Jun-2009 18:32

Kiwibank has been good to me but that hasn't been the case, I've divided the experience into two sections:
Prework - Student
When I was a student, my experience with kiwibank wasn't that flash. It centered mainly around the inability to call from a mobile (I didn't have a landline for a bit) and the experiences at one of the Palmerston North post shops - it was slow. I opted for two of the 'aussie banks' as they were faster to respond and didn't have as many loops to jump through.

I believe the level of service was influenced by the fact that it was a very busy postshop in a student town.

Working
I was with westpac and ASB when I started work. However when it came to buying a house, I was looking at the options and really didn't have a good experience with the two banks (they didn't sound interested in taking my business). I looked at kiwibank as they had the banking awards and some of the lowest fees. Initially, the call centre experience wasn't inspiring until I got assigned someone to help get the loan started.

It was amazing after that and the whole process went really, really smoothly. Since then, I have had no issues what-so-ever with the call centre (I haven't used the post offices since getting the EFTPOS cards recreated) and the ownership that their call centre staff exhibit at times is amazing. For customers who have a high amount of business with kiwibank they have a clever way of acknowleding and ensuring that your experience is the best.

I've kept my credit cards with the other banks as they offer rewards programs, but everything else is with kiwibank where I pay virtually nothing in fees.

Their internet banking is straight forward and looks really nice (its free to use too). They have mobile alerts which I rarely use, I opt for the email alerts (free). The mobile site is very good as well.

I strongly recommend kiwibank, they've been great for me.

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Regs

4066 posts

Uber Geek

Trusted

Snowflake

#225322 15-Jun-2009 18:41

i tried to sign up online for their zero fee mastercard and the process failed twice. I sent them an email/filled out a form (cant remember which) and it took two weeks for them to respond. Based on that i wont bother trying again - i get much better service at the ASB

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Snowflake
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