Heartland Bank, NZ Review

I m very thankful to Hannah Vosslamber, she is great, kind, friendly person and highly professional specialist so my problem was resolved with her participation very smoothly and quickly.

This is just to communicate how disappointed I am with your poor customer service...

I have taken a business loan from Heartland bank. I called up Heartland bank customer service today around noon. My call was received by a gentleman after a couple of mins of waiting, who told me he is going to transfer my call to another department & I was put on hold for 40 mins before I hung up as I had to be somewhere & couldn't wait any longer. Called up again and no one picked up.

Really disappointed!!!

This is an email I wrote to the Heartland bank when they asserted that their advertising was not duplicitous....and when they refused to entertain the idea of providing us with any credit whatsoever......

Yes, thanks for the opportunity to be heard

As a couple of older people we currently don t have any income apart from our pensions. We are however asset rich . We are both in our late sixties and in good health and great workers. We own outright a magnificent early 20th century historic building and have restored a third of it. Undertaking a great part of the work ourselves. It s true we have 2/3rds to go but they are relatively quick and easy to do.

The end object is to create a superb short term luxury accommodation facility in the heart of NZ's Cheese capital of Eltham in Sth Taranaki. We have done our research and at this time we have no competitors at all in what we determine is a "growth industry".

We also have shares and hard assets which we didn t want to liquidate but we are now having to do that to finish the project which will be a success. We are the sort of people who would be great advertising for your bank yet we have been shunted aside." It just sticks in out craw when we see your advertising about help & cooperation for older people.

We are "older people" and we ARE vibrant, energetic and creative and we ARE knocking this place into shape regardless of whether the Banks help us or not. It's just a pity that Banks like yours only "crunch numbers" when it comes to the bottom line. We don't fit the "mold" sorry but you miss out on business as we bet there are increasing numbers of older people just like us.

We would say your policies of not looking past the numbers are actually ageist !

It looks to me that I m not the only one who is disappointed with the service! They really need to train their staff well because they are giving out the wrong information. It s hard to get from one department to another and also having funds transferred is appalling! I wouldn t recommend them at all, I thought they were good cause I was told they would help me but that s not the case ! They will literally push you around in circles until you get your answer -__-

Horrible customer service. Never reply to my emails & whenever I call I always get put on hold for long periods of time.

In year 2018 it takes this bank unreasonably long time to handle and transfer deposits. So you sit there thinking - have they collapsed and closed down and what have they done with your money.Getting hold of Heartland Bank on the phone is near impossible. Technology is older than my late grandmother. Offering good rates with zero capacity to handle customer service side of things. Still waiting to get the money out to the different bank and then forget all about this experience. Never deal with them people, not even one star service.

it is a few years ago that when my bank merged with another and no longer operated as previously, they moved all their accounts in the scheme I was in to Heartland. I realize that the volume of accounts being moved o Heartland was massive to cope with but I found it difficult to get information and details from Heartland at the time, from the person who was put in charge of this volume of accounts moving to them. The lady was not helpful and I did not feel that I wanted to keep our accounts there.
That was years ago, and recently I thought I would see what Heartland was like now, and a very helpful person walked me though the steps of Term Deposits, I was going to take it up but what followed was unacceptable. It seems that many others are unimpressed.
If those who read reviews are actually interested in what those reviews say, you are welcome to talk more about this..

Worst customer service. Had to repeatedly chase via emails and phone calls. Took over 3 weeks to process an application.

i don't recommend them at all , i have dealt with them for Business Loan when i have tried to pay off all the money back i found out extra hidden amounts weren't justified at all . i doubt if they have quality assurance dep.to track down these comms and work to solve them but i posted this for the future customers please think many times before you take this step and if you do it my advise is to keep all the emails , you will need it with them later . (i have been contacted by a manager on the same day i sent this message and explained the situation in details ) Thanks .

Took a while to respond to COVID-19.

Got there in the end was able to assist, and tailor a plan to suit my needs.

Thank you for a tremendous waste of time.
It was a terrible, inadequate customer service experience with heart land bank

PLEASE LEAVE A MESSAGE . Think he's still thinking if its a mocha or flatwhite

Absolutely appalling 'customer service', very condescending and completely unwilling to help in any way.

Well thank goodness for social media. Interesting reviews with lots of apologies for what appears to be bad service.
Nobody from Heartland responded to my phone call either, regarding term deposits. Guess I'll shop somewhere else!

ALWAYS IMPOSSIBLE TO REACH OVER THE PHONE, HOURS AND HOURS OF LISTENING TO VOICEMAIL MUSIC...TOO BAD FOR THE ''BANK''

I have been a customer for over 10 years and the last few years this bank/ company has
Gone down hill, Not one of the inquiries /phone call I have made in 2018 have been answered
Or resolved , It seem as if I'm always chasing them as they do not return or sometimes answer
their calls, I'm sure I know their HOLD phone jingle off by heart !, I would have to say
The worst customer services I have ever experienced , not looking good for the banks future!.
In the meantime I'm still WAITING for my for someone to get back to me ....

Really Bad Experience - My suggestion is don't go ever to this guys , please go for a different finance company you want to avoid headache and mess after you pay off the loans..

I had a finance for my Car with Marac ( Heartland Bank ) and wanted to sell my car and the buyer want the security on my Car to be lifted asap. Inquired the Customer Care team of Bank and they have promised the security on the Car will be lifted immediately ( within couple of hours ) if I pay the full settlement amount in the Branch . Followed their instructions and today is the 4th day , still I'm waiting for the confirmation - Incompetent security team ( don't know such a team exists) as the payment proof has forwarded immediately but no response.... 0/5 rating .I should've done a bank transfer and should've saved $50 at least considering the time off from work , bank fees and all the hustles ..

Hii there folks.
I d like to say thankyou to Criselda Aduna and Tumua Tuifao for their excellent customer service skills and friendly down to earth and courteous manner has been well recieved. Yr both doing a great job so well done and keep up the good work. and thankyou for yr time and patience.
Sincerely
JF

Not sure why anyone would want to take out a mortgage with a bank you can t call and who ignore emails. These guys are cowboys

Recently experienced problems with payments due to what they called " a glitch" in their system.
The costumer service representative I spoke with on the phone, was friendly, helpful and updated me throughout the entire process of sorting out the problem.
Despite the "glitch" which did cause me some problems, their service was very professional when resolving the issue.

Working with them commercially and great commitment to small business!

Best bank I've ever dealt with.
Professional, helpful and bend over backwards to assist.

Really bad app, hidden fees. You get charged for making one-off payments! Won't apply extra payments to your loan unless explicitly told do so!