BNZ New Lynn

"Waited for over an hour and 20 minutes for service. BNZ posted record profits this year now we know why. They have virtually abandoned customer service in favour of TV ads telling you how great and green they are. You can't make an appointment to do business. Shame on you. ."

"The worse bank to open an account with. It has takes literally days. Every other customer in the branch is there to correct an issue that was made on bnzs half"

"We waited a while in the queue until we got to the front. We spoke to a lady, I explained to her we were there to open a bank account and showed her some of my documents and asked if they were ok. She said “sure, I have an appointment right now but take a seat here (gestured at seating area) for a moment.” We sat down and watched her go into the glass office and get on with some work. We waited there for 1 hour and 40 minutes for her to finish the appointment. If we had known we had to wait this long we would not have stayed. As we sat the branch had queues out of the door and we watched other customers wait over 25 minutes to reach the front of the queue and multiple customers give up and leave. Everyone was clearly annoyed. The lady who asked us to wait in the seating area finally got up and left the office and walked off without updating us on why we had to wait so long. We got back in the very slow queue to ask what was going on and how much longer it would be. After an age of waiting in the queue a second time, a polite nice lady helped us (1 star is for her). She went to check what was going on for us and came back and said “she said she told you to wait in the queue”. This is a) a complete lie and not at all the conversation we had b) does not make any sense for us to reach the front of the queue and then be told wait in the queue. No one apologised or seemed remotely fazed that they had now wasted 2 hours of our lives. Complete lack of respect for other peoples time. I found it very ignorant and arrogant to be honest. The girl then told us we could only do the task online anyway and there was basically no point in us being there. Why could the first woman not have told us this? The whole experience was pretty infuriating and not once acknowledged by staff as such."

"It takes forever to get new cards. While in covid level 3 really long queues and they only open for two hours with two bankers only. Elderly people standing outside in the cold for more than an hour. This bank feels like a small family business. What a joke. BNZ head office, stop cutting costs on the expense of your employees and clients."

"Very very bad service. Worst branch I have ever been to so far. I came in on Saturday afternoon around 3 o'clock. Waited on the queue for about 20 minutes. Then the chinese tailer at counter 2 served me. The reason I came because I wanted to negociate my home loan rate with someone. I had done this for the past last 3 years but this is the first time coming in to Lynn Mall branch because I had things to do there. And homestly, she was blank after I gave her the letter I received from BNZ. She then went and look someone to help her but nobody was available. Then she has so choice but to tell me please do this online or call the bank instead. I was so shocked with her respond. Oh my god, is this how you help your customer? It clarly stated in the letter that you can go visit store and I always did every year when I renewed my homeloan ok? She then told me I had to book appointment and it will be on late Thursday or Friday. I then told her, I am flying out the country on Wednesday and will be back in the country after my home loan rate expired. She said nothing. Nothing seriously. Then I ask her what can she do to help. She said sorry but nothing I can do for you today. Oh my god!!! Never ever visit this branch guys!! You're going to waste your time. Really upset with BNZ New Lynn big time!"