TSB New Zealand Reviews 

Customer service is crap at call center since they closed the branch. Get no help any more. I moved to this bank as other banks closed their branch down. Worse thing they ever did is close TSB here.

I tried this bank for a while but just gave up on them, bad services and bad customer service

I was able to get their TSB Platinum Mastercard, & compared to others, I am so happy with my move to TSB. Best decision I ever made. 5 Stars all the way. Annual Fee is on point & their CC has so many extra features, as well.

Had high hopes as this bank is always rated highly but from the start, the service and delivery was shockingly bad. I opened up accounts for my kids who were aged 7 & 12 about 6 years ago and was told at the outset that their accounts would show up in my list of accounts so I could see their balances & transfer money into them. Didn't happen so I phoned and emailed multiple times over weeks and eventually years (yes, years) and it still didn't happen. I think they label you as a difficult customer and stop helping which makes you even more upset and difficult. I've complained several times and only received one response from a manager who apologised profusely but didn't solve my problem (account for 7 year old not visible in my account ever). Privacy and security? All it took was an email to say close the 7 yr olds account, here's the number to deposit the money into. Weirdly easy when nothing else was.
The account for my 12 year old was for her while a student at boarding school in New Plymouth years ago. Nightmare. Myself and the hostel manager spent days on the phone and at various NP branches trying to get an EFTPOS card and TSB said she needed several forms of photo ID - like a 12 year old has those. She already had an account, she just needed a card. Should have closed all the accounts then.
Once my daughter forgot her online banking password and the only way to sort that out is to phone. To verify, they ask questions that kids can't answer - question after question. Daughter was asked about 7 in total and when I gave her some answers on speakerphone (e.g. do you have a credit card - I told her no, you have an EFTPOS card, not a credit card) the helpline person went mental and said "I can hear someone in the background. No-one is allowed to help you"... so I said I'm her Mum, I opened the account and she has no idea what the answers are to your questions. Lady was horrible and almost hung up on us. The whole support process is surreal and cumbersome (and stupid). I may have sworn but that's how frustrated you get dealing with this bank. As soon as she could do it herself online, my daughter opened a new account with ANZ & closed her TSB account. She is so relieved.
Forgot my app pin but I can't be bothered phoning to reset because I don't want to go through the hassle and 20 questions. My attitude toward this bank is now so negative that I can barely be polite. Why can't you login to the app with the same details as the website (e.g. like Westpac) so you don't have to remember another login/password. What are IT people doing? Today I'm trying to close a couple of accounts and there's no way to do that and no way to even send a secure email while logged in online (can't use app). Tried to login on my phone and saw a link to securely email TSB which leads to a normal contact page which requires you to input all your details which takes time. I can send mail securely while logged into BNZ and they know all my details because I’m logged in.
I would actively and passionately discourage people from signing up with this bank. Staff members have not done what they should have done even when repeatedly asked and others have been incredibly rude and unhelpful. Run to another bank.

Unbelievable, worst customer service ever, just trying to get my partner added to my account was the final straw, the whole thing took forever, after she completed forms, she dint hear back for nearly 3 weeks, and after emailing, no apology, just more rudeness, I’m guessing its an extremely toxic environment

Have had a credit card paid of monthly for years, try to switch to TSB CC, "sorry our calculations show you are -$945 per week short". Some big brains counting the sums in that back room.

TSB is an absolute shambles. I live in Auckland and my new credit card got sent to Wellington. They had gotten my wife's name wrong on letter heads. Still haven't been able to open a joint account. I cannot see the credit transactions online.

What a disaster. I would never do serious business with this bank.
Get your $#@& together TSB.

Westown branch New Plymouth does not know it's clientele. I've been banking with this bank for almost 40 years and unlike Cooperative bank, who recognize and greet their 'owners' with smiles and first names basis, these guys are probably the biggest judgemental pack of them all. Even have a mortgage with them and they still don't know my name by face. Amateur, ignorant, idiosyncratic money before people. Total let down

As an actual bank, fine I suppose. But their online banking is absolutely terrible. Their actual mobile app has just never worked for me, I can't log in, this is even after contacting support and them apparently fixing the issue.

Instead of a simple username password log in it was at first your card number (which one), and then changed to some other random number.

Very fussy bank that won’t provide basic services like a credit card (even with a much lower credit limit than I have easily obtained from the main banks) after they pedantically went through the application and demanded multiple documents. Even opening a bank account with them was such a hassle as they seem to be paranoid about how much money you will keep with them. I was going to switch to them but they’ve lost my business - I’m sticking to ASB and BNZ.

Do yourself a favour and do not bank with this bank.

They are completely incompetent when it comes to international transfers.

I filled in one of their ‘painful, frustrating & extremely time consuming’ international telegraphic transfer forms, which took me most of my day off to complete.

Their bank is not up with the times, as you cannot do an internet banking transfer from your NZ TSB mobile app/or online banking account to an Australian bank account. You have to instead, fill in one of TSB’s PAINFUL international telegraphic transfer forms.

After filling in this ridiculous form and sending it back, the lady at TSB then transferred my money (all of my life-savings) to the wrong bank account ! Despite me specifically stating on the form that it needs to go through an intermediary bank first.

Apparently she completely missed that part.

I waited 2 weeks for the $ to show up back in my NZ TSB account, & during that time nobody at TSB knew where my money was, the so called banking experts had no idea - come on TSB ! You need to be on point & up with the game when handling people’s life savings !

I was so stressed out at this time and started to think that maybe Nigerian scammers had intercepted the transfer, as nobody at TSB could tell me where my money was, if it was safe or if I was ever going to see it again (for 2 weeks!).
I also notified the police.

I finally gained up enough courage recently to attempt this (stressful) procedure again. It has been 7 days since I submitted the request form to have my money released to me (again) from my TSB NZ account, to my Australian bank account.

I receive an email today from the Napier TSB branch saying that I need to click on a link (in email) from my Australian bank and fill it in ! HELLO ! I have already completed this form via the link with my Australian bank last week !
I am completely confused as to why TSB are telling me to repeat this process AGAIN with my Australian bank !!

There is absolutely no need to do that.

TSB also tell me they need more information - if you require more information, then here’s an idea, ask for that information on that ridiculous ‘International Telegraphic Transfer’ form of yours - simple really. That form, I spent most of my day off last week completing, for the second time round, has clearly been a waste of time.

The intermediary bank has notified me they are still waiting on the $ to arrive.

My Australian bank have notified me also, they are still waiting on the $ to arrive…

So what is the issue TSB ?

Why is it so hard for your bank to transfer my money from A to B ?

My hard earned life-savings ? It is not your money, it is my money, you need to release it !

I have entrusted TSB with all of my banking & savings over the years & they have completely let me down.

Your systems are from the stone ages, completely backwards, painful & not to mention, time-consuming.

Nobody working at TSB seems to know what they’re doing - it makes me think that none of the staff are getting the proper training to handle large sums of money.

If your reading this, do yourself a favour & do not bank with this bank !

Have now been with them for 3 years. Experience has been excellent with all domestic banking needs. They struggle a bit with remittances overseas. Best call centre experience I have had with any bank here or overseas. Good intuitive app.

Worst bank among the whole field of fairly unhelpful NZ banks.

Didn’t have high expectations, however TSB struggle to provide even basic banking service.

Took months for them to sort internet banking access issue caused by one of their internal upgrades. The time I spent on the phone trying to resolve it was such a waste and really frustrating.

Then I tried to get a debit card issued, that so far has taken 6 weeks and they just admitted they didn’t send it.

Each time I call someone promise’s to follow it up and take some action but it doesn’t resolve and I need to call again.

They are beyond useless. Would not recommend at all and I will be changing to a bank with at least the ability to provide banking basics - like a way to access your funds!

TSB have become incompetent. I really liked them when i moved bed to them to support a NZ bank but now they treat a very good customer approaching retirement like I have no money sense. In Feb I applied for a temporary loan to subdivide my suburban property do as to sell the land and become freehold. By June after much repeated form filling and interviews it's a very conditional yes - I must use all the proceeds to repay my 25% debt in my property. And leave me with no cash reserves. In other words it's a no. With no explanation as to why I cannot choose how much debt I wish to pay down. I own three properties of which two are freehold. And I hold a good job. Why treat me like a fool

My partner and I have banked with TSB for as long as we can remember. We brought our first home and TSB were the obvious choice for a lender. To begin with in 2018, it was fairly simple, however on The 23rd of May this year our home needed URGENT repairs which required a top up of our home loan to complete. I emailed, phoned and even went to our local branch to try and talk to someone, I was told that it would be lodged and someone would get back to us within 2 business days. I reiterated that it was urgent. I phoned twice more over the week to see how it was going as I hadn’t heard anything within the two days and was told it had been referred to a Lending officer, they rung me finally on the 31st of May which I unfortunately missed due to being at work at the time. I phoned back as soon as I saw the missed call, there was no answer; I checked my voicemails where they had left one with an email and asked me to contact them with the best time to call, I emailed immediately and said I was available anytime from that time forward. And I have still not heard anything since. We have now removed all funds from our personal accounts, KiwiSaver and transferred our mortgage to ASB and they have been more then helpful and are actually keeping up to date with technology ! We will not be back. Ever.

Ghastly. Banking in NZ is like the Wild West. Rude staff, ghastly phone service. Froze a child’s account when they wanted to withdraw money! Added new levels of authentication a child could not complete. Old fallow adult account with no IRD number applied? They didn’t ask bank account holder for the number, noooo! They applied directly to IRD and applied the Number themselves! Horrendous breach of rights. No crime committed, tax entered correctly. Bank greatly overstepped the mark. Closing all accounts including my childrens accounts. Beware of this atrocious bank and it’s officious, unfriendly, sanctimonious staff, they act as a law unto themselves.

I recently lost by best friend who was a defacto father to me I was shocked that when his son and daughter in law went to the local to close his bank the staff member made some very nasty remarks about myself saying I wasn't to be trusted etc etc I informed tsb and from I still trust tsb as a bank but I cannot trust my local branch I have nobidea who the person who made the comment his family where so upset they didn't want to be involved I was in tears for 2 days this was only 10days after his death. I also am currently isolated due testing positive for covid19 I approach tsb as I had payment due to me but need some access the day before its was due what I received was a phone call from a lady in Auckland who told me I didn't qualify and didn't listen anything I said so I txt her no to give her feedback to which she called me back to breate me further on the fact that her decision stood and she wasn't helping why she needed to do this ill never know it's pity tsb internet banking debit cards account products are excellent but in terms of overdraft acting with humanity it leaves a lot to be desired re father death etc ) the lady also told I didn't understand how lending and risk of it worked for some context at the age of 19 I was employed as a manager for the Halifax bank now hbos in uk as high risk lending Manger dealing with account above 1.5 million pounds in overdraft I think I understand overdraft lending quite well the end result the next the payment arrived I regret asking tsb for help it just brought more pain as with most banks in nz if u push complaints they just threaten to close your account I moved from uk in 2000 and in 22 years I been in nz customer service across the board has got worse and worse and worse none of major banks manage it well same with most large companies in nz its sad to see as in 2000 the service was better than uk and Europe by a mile now nz that far behind it sad and the worst people don't see so it continues I really wish for a change but not I even scared writing this as to weather if seen ill be punished for it

Not at all helpful when asking about setting up a new account. Couldn't explain the reason for some of their policies. Didn't reply to email regarding face to face appointment and stated they hadn't received it. Found it definitely had been sent when I checked.
The person I finally had an interview with was unfriendly and slightly arrogant repeating several times that it was their decision as to whether or not they accepted a client which is fair enough but it is a two way decision. Decided not to be a customer as seemed very difficult and the didn't have all the services I wanted. Went over the road to Westpac and had no trouble. A lengthy process but not negative.

I wanted to try this NZ owned bank to apply for a mortgage on my new build. Because the new build had already started they didnt want to know. Told me they didnt do this and sorry and blamed the govt lol. Get real TSB and have a life and do things right. Dont go near this bank if you read this.