Kiwibank

Complaints

7th June 2024. 2.42pm (est Australia ) My father asked me to call about matters with HIS account at kiwibank. My father is an elderly man of 89 years old. I rang the call centre and was dealt with by a woman named Lynese. This lady was combatant right from the start. After explaining that my father had changed his passwords recently and that he had locked himself out of his own account she proceeded to give me the riot act about privacy laws basically insinuating that a son (me) helping his elderly father manage and protect my fathers accounts was illegal and that It was a criminal offence. Lynese was more concerned about reciting privacy laws of nz in some sort of attempt at re-directing the nature of our call and big noting herself with information that had absolutely nothing to do with our call and put the onus on my father to prove otherwise. Lynese asked my father his personal identification particulars which my father provided absolutely correctly. LYNESE then asked for account transaction history. I had already explained to her that my father was elderly, hard of hearing and forgetful. My father initially informed her about transactions on his Australian account. After correcting himself and telling lynese that was wrong as it was his Australian account he proceeded to state to her that his pension was paid into the nz account and that a withdraw of money had been approved to his daughter to the amount of $5000 nz. Both of these statements were correct. LYNESE was not happy about dads slow response to her questions and vague memory. All answers were correct. No other questions such as his fathers last name or any other specific identifying questions that secure my fathers account was asked. Instead Lynese put a failed validation on my fathers account because LYNESE did not like my or my father's tone of voice or slow response. For whatever reason (apart from a valid one) she illegally locked my father out of his accounts based on her emotions and nothing more. My father because of lynese's pride and emotional response now requires to complete additional paperwork with much more stringent conditions to meet for identification. Totally illegal and irresponsible as my father gave correct information to identify himself. Lynese has stated the reason for failed validation was because my father didn't answer the questions. Absolute rubbish. I will be following this up at a much higher level to make certain individuals such as Lynese cannot simply freeze a person's account because she feels annoyed or frustrated in her job or any other reason apart from a legal and valid one. Lynese requires serious reprimand by her employer and senior colleagues for her illegal and totally unacceptable behaivour.

On thursday 8/8 /24 i tried to deposit $2oo.00 dollars into my friends a/c at the kiwibank in lynfield. it was cash as i do not have a kiwibank account.i was told i cannot do that.!!.. my friend who lives in orewa has terminal cancer and desperately needed medicine. i had to then go and ask a friend if i could give them the cash and they would transfer from their bank a/c which they duly did and stuart was able to buy his medicine and carries on living ,no thanks to what i loosely call a BANK.thankyou for your compassion and stupid . arrogant rules... i am 78yrs old and have never heard that i cannot put cash into a bank a/c.plus the lady was quite rude...<br />