Due to privacy concerns BNZ can’t comment publicly about individual cases.
However, speaking generally - the welfare and safety of our customers and employees is paramount to BNZ. On the very rare occasions when our people do deal with distressed customers we will work with the customer to try to get the best possible outcome for them.
These situations can be extremely upsetting and difficult for everyone involved.
Treating customers with kindness and respect is the way we look after everyone who comes in to our branches. We also have a duty of care to ensure all our customers and staff are safe.
Where our people can’t resolve issues with customers themselves they will work with family and friends of the customer. Where appropriate we’ll also work with other financial services providers to ensure our customer’s welfare is supported.