Kiwibank Anmeldelser 

Shocking service on part of Kiwibank which I believed was set up to meet, or even exceed, customer expectations as was the case when initially established.
A week ago I was rung by KiwiBank re a significant term deposit maturing today. I told caller I had previously closed terms as KiwiBank no longer seem interested in meeting market interest rates, some of which were now well behind competitors and rate of inflation. Caller told me to ring back on maturity as I would find a better rate offered for say a 12 month term by then.
Rates hadn't been updated on website this morning. As suggested by caller I rang later in morning.
Phone prompt said a 10 to 20 minute wait. No automated or other offer to leave my number as per some other banks/Gov't Depts and to ring me back.
I waited 43 minutes - clearly a disappointing experience. Man who listened to my story gave no indication or apology for delay or for me being advised wrongly re interest rate/s - just said curtly "we don't match interest rates" - even thou all I wanted was to know any new rate/s given I was told less than a week ago by Kiwibank Rep. who initiated contact I could expect some improvement today to help renew my term.

Have just hung up after waiting 95 minutes. Am taking my maturing term deposit to ASB

Had to give one star because it won't let you wrote a review I rung kiwibank today regarding personal loans only to be meet with a lady on the other end who was very rude and abrupt and didn't want to take 5 mins out of her day to help me out and told me in a most condensing way to look it up online what's the point in having a customer service representative if they WILL not help you? I don't know who are hiring these days but this lady needs to do a a customer service etiquette course!! I actually ended up hanging up on her! I've been a long standing customer with kiwibank and quite frankly the so called customer service I received today was crap

There is NO help available whatsoever at branches in person. NO we do not want to use automated or contact centre ",help" when wait times are 95minutes😡
Main branch in Hamilton is now also closed😡 Te Rapa is the only one but with TWO staff members only they do not have time to help with things like new accounts, investments, etc😡 THREE WEEKS wait for an appointment in branch. We've been with kiwibank many many years but even we have had enough. It's time to take our business elsewhere.

What a complete reject bank so damn sad to say. I've been with Kiwibank many years. Can you get help when needed? Hell NO!! I'm a platinum credit card holder
I ask a question l'm shoved aside and shut down with a no reply email.
Thanks Amiee my so called private hopeless banker or whatever you want to label yourself as.
l'm paying yours and all others wages. I'm then told you're all the backroom lot . Back room lot ?and you have my private banking information????
I'm like many others paying your wages
Well again like always will hear absolutely nothing in reply to my questions typical
None so deaf or dumb as they whom don't want to hear or accept their short falls.( and l won't hear anything further once again believe me)
Sort yourselves out.
New CEO from ASB bank haha !! absolutely wonder why he left ??? wouldn't know, I'd change banks but can't till use my flight dollars then Kiwibank you won't see me So shove your attitude Aimee and Co.

Went in and asked i need a new card soon,don't worry she said one will arrive by the end of the month,and as expected no card ,thanks alot kiwibank bayfair, no card and app don't work too order new one 🤮 kiwibank has had most complaints of any nz bank over last 12 months in nz ,and now I understand why

STAFF NOT ENGAGED - Edit

this is simple, their staff dont seem to want to be there, and are so stuck with following policy they forget the wood from the trees. My advise is to know more than the phone jockeys, and treat this bank and any other that doesn't offer a good service like a number. if they offer the better package then stick with them. but dont think that they have more branches for they dont anymore.

Original:
What has happened with the world. Banks see customers as numbers and not people and they have their conformities that they need everyone to fit into.

I had the displeasure to call Kiwibank which I rarely do, and in was almost immediately sent to their telephone banking setup system for thats what they wanted, even though I rarely use it and didnt want it.

Poor form Kiwibank, then after some time I was told that I needed to either cancel a debit card that I had or go to a branch.

Then the operator went through my other accounts and started to suggest that I add a debit function onto one of them and named the account/s. If I needed that assistance I would have asked for it.

The training and empathy in the banking sector is almost non existent, given that they are treating us like numbers I will do the same and if their numbers dont stack up, then I will choose someone else.

Now what matters is company policy, so if you fit the criteria you will be allowed with conditions, if you dont then you have to look elsewhere.

Edit: This bank that says that they are different but really isn't. its full of poorly trained entitled staff who dont realise that their customers are their livelihood. until the tide is turned on them they will keep on getting a salary and as long as that continues, with no consequences, poor performance will continue. shop around treat banks like a number. I do, and I dont look back. I have many banks and I see the good and bad in all of them.

I was paying $100 per fortnight off my credit card however this wasn't good enough for them. Constantly bombarded with phone calls and threats of a collection agency. Even when I said how much they stressed me and that I was better off dead so they can have my life insurance money the harassment continued. So in the end I told them to bugger off and send to collection. The collection company are far more reasonable and easier to deal with than these pieces of s.

Call centre wait times long they do have a call back, rude unhelpful staff just refer you to website after you’ve waited to talk to someone.

Had the most wonderful experience with Matt from Kiwi Bank. Respectful,kind very considerate and most of all patient ... well done Kiwi Bank for employing a legend. Beverley

Great bank. Anz refused my home loan despite being loyal to them. Now I'm with kiwibank and owner of my first home. Zero problems so far. Best decision ever to switch banks.

We moved our home loan from ASB to Kiwibank. I am very happy with my decision. Kiwibank couldn't handle the switch better. Thank you Kiwibank

Have been a Kiwibank personal customer since they started, wanted to change banks for my business and had seen Kiwibank advertising for their business banking so have it a go. Absolutely hopeless service, when someone finally got back to me 2 months later requesting the account was ready to be setup but just needed to confirm my ID via a link sent which I did, since then I have not heard a thing from Kiwibank what so ever. I then Emailed asking to cancel the application which now a month later still have not had contact from them.

I definitely not recommend kiwi bank,the customer service team are not helpful,that attitude makes you feel they don’t want help you and you are the trouble. And I similarly just want to deposit my money now withdraw, and they told me to go to the branch because they can’t identify me even after they ask my full name and date of birth and all the information. Such a joke, now I decide to transfer all my money to another bank,never want to dealing with them again

i have been with kiwibank for 10 years and am not great at technology .i have at various times got ripped of through technology and every time they have done their best to help.i dont want to only be known for bad reviews so here is a good one

Poor security - terrible customer service given their minor size. No google or apple pay, really? in 2023?
Recently had payments leave my account via visa debit, which "24/7 unusual activity monitoring" didnt pick up. I blocked card, rang kiwibank. Call was answered after an hour in que. Was told that these payments were typical of subscription fraud and they have been seeing a lot lately. I was asked if I had clicked any dodgy emails, lost my card, or allowed anyone to see it. I said no. The service rep emailed a list of the contact details for the websites that had taken the money and told to cancel the subscriptions and try to get my money back. If I had no luck after 10 days I was to contact the disputes team. I have tried to contact the disputes team, but they dont answer the phone. Im pretty sure under the banking code it is not my job to recover stolen funds. The bank should refund, and investigate. Customer service should also pass the file to the disputes team who should contact me. I shoudn't have to jump through hoops. If you like hoops, long wait times on the phone, poor and inefficient processes go with kiwi bank.

I am grateful that Kiwibank is excited to reduce complexity and at the same time make my banking even better.
Who comes up with this nonsense?
I had no idea paper statements were way too complex for me.
Why the BS, it's embarrassing, the lies.
Just say you want to save money, it's fine.

This bank has poor online security fraud detection features, yesterday my account was drained to the smallest value and there were lots of online bank transactions made through Aliexpress UK about 20 or more and I did not even purchased anything from that site for a while. Now I am in a limbo, stressed and just having blank stares. I couldn't process how this thing happened without them alerting me or even stopping all those suspicious online transactions on my account.

Slow customer service lines, always problems with bank app and constantly getting hacked. I transferred all my accounts over to another bank. Don't waste your time with this stupid bank. Thanks to Latitude, all my personal information was leaked. Can't trust them to keep anything safe or confidential.

DON'T GO WITH KIWIBANK. blocked my account for incorrect reasons, have sent in all proof etc.they emailed me stating it will be UPTO 14 days ITS been over a month now, I'm calling up everyday and getting missed messages, investigators unavailable today but you'll hear back tomorrow or the next day, end of the week etc but NOTHING !! ABSOLUTELY USELESS.
DO NOT RECOMMEND KIWIBANK.