Jeff made the comment at the AGM IIRC on a question a shareholder posed on customer service which was something to do with the Heartland no longer offering over the counter services at their branches (for example taking out cash) that might be expected from a bank. Heartland have outsourced their customer banking functions to Westpac as they feel they can better deploy their own capital resources elsewhere.
Have a look at this Wikipedia article on NZ bank account codes
https://en.wikipedia.org/wiki/New_Ze...account_number
Note that Heartland shares the bank account prefix number with Westpac and it is 03 for both. This is because Heartland bank accounts
are now Westpac bank accounts but under another label.