Updating mortgage repayments account

Hi,
I recently made a phone contact with BNZ regarding updating mortgage repayments to start coming out of our newly opened joint account, but was informed I need an appointment to do that. Is this a usual practice by BNZ for something that can be done straight away over the phone since I now have to wait for upto 5days to get this sorted?
Would be happy for a response
Regards
Colins

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Hi
Yes that is correct, a phone appointment is required. This is because it must be a Home Loan banker who makes any changes to your loan account. By booking a time it means someone will contact you instead of having to wait hours on the line. Regards Darci

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I don’t get it either. I’d rather wait a few hours on the phone than a few days waiting for a call to fix my banking needs