Home Loans

Interest Rates OK but Customer Service Very LackingI did get a great fixed interest rate with Virgin Money and the refinancing process was relatively smooth except the communication was a bit average - the person handling my refinance went on leave so I wasn't informed in a t... Read moreimely manner when settlement had occurred and had to chase it up myself. The online banking for the mortgage and offset account is VERY basic and requires calling their customer service for many things (e.g. increasing transfer/payment amounts). Discharging the mortgage has been a pain because the customer service is very difficult to reach - I have been on hold for over half an hour multiple times and had the phone hung up on me when I do finally get through to someone. When contacting them via email, there is no response within 24 hours, unlike most other companies. I am also not confident I'm being given correct information when I speak to someone. I am considering contacting the Australian Financial Complaints Authority due to the difficulty in getting customer service and the fact that most things are not automated therefore you are forced to contact the customer service that is barely responsive. I would advise potential customers to be wary of this lender due to the customer service issue - there is no fast way to resolve an issue.