Cookie Cutter Approach and No Customer Service
Seems great until you actually need customer service or a change. Unlike many others I decided to tell the bank I moved in with my partner and now renting out my home. I should of done what many people do and not disclose the situation change. In times where rates are low, having a paying tenant and a stable full time job should mean a lot to a bank, they hiked up my interest rate by 1% and charged a fee. I understand there is a difference between owner occupy and what banks say are investment loans, however most banks go through the process an...d may offer different rates for customers in different situations, and certainly not 1% difference in current market. They apply a cookie cutter approach with very little customer service to make you feel like you are important, they must forget how much profit they get from our loans.
Horrendous service and woeful organisation. Keep away from AFG!
AFG have been a nightmare from the start. They screwed up our settlement which was $20k short of what it was meant to be. When we took it up with our broker, he investigated and found out that we had to sign a form to request early release of the FHOG. They never passed this form on to us or our broker so just didn’t bother to tell us that our settlement amount was short of the required funds ON THE DAY OF SETTLEMENT.
The fun didn’t stop here, when we provided them with the invoice for our base stage, they took 4 WEEKS to pay the invoice when...the builder said we had 7 days. In the meantime, we had the builder chasing us for payment and the frame stage invoice was issued also. When we spoke to AFG, we were told that we had to escalate the payment through our broker, so we did, only for him to be told that it wouldn’t actually do anything. He tried contacting the BDM to escalate it further, and he just dodged our broker’s calls. To top it off, AFG pushed up our interest rate right after we settled. This also just happened to be right before the RBA cut the interest rates so that they could maintain the same rate on our loan. The next RBA cut was not fully passed on either, with AFG only cutting the rate by 0.19% instead of the whole 0.25%. All in all, AFG have been possibly the worst company I have ever dealt with. They do not care for their clients and are completely unorganised. I would not recommend taking out a loan with AFG to anyone, and as soon as construction is finished on our home, we are moving to another lender.
AFG have been difficult from the start
We have been with AFG (Retro) for only just over 1 year and they have recently increased the interest rate twice in only three months, despite the reserve bank rate remaining the same. They offer little explanation beyond their ties to the underwriting bank. As other users have said, discharge rates are high (in the process of discharging the loan) and the security property we used for the loan to begin with was layed down at an unreasonable rate of colatoral with some clear shadiness in the transparency of this within our original contracts. T...hey have also not been able to produce proper electronic statements, and even the versions you must pay for (if misplacing your original) are substandard in the information in your history they offer (beyond being a very basic transaction list with a letterhead). Their stated reasoning is that they have not yet properly established their digital presence. I would strongly recommend avoiding AFG and using a different lender based on my experiences.
I feel sorry for the people that work here. There has been multiple issues.
We needed a revaluation done just prior to construction. We lodged the request and after 2 weeks of following up with calls to them, they said there was no record. During this process, we were given conflicting information. Then we re-lodged the request. They told us this would take several weeks which delayed our build start. We couldn’t speak to a supervisor at any stage and they said we didn’t qualify for their escalation process.
Then the construction drawdo...wn process began. We were threatened with late fees from our builder as they were slow in processing the first payment. Again no escalation until we lodged a formal complaint and they said they would expedite the payment if we removed the compliant. We are now at settlement and surprise, surprise, settlement is now delayed due to slow processing of payment. Again we don’t qualify for their escalation process. The customer service person told me they are under staffed and unless we are going to homeless we don’t qualify. I am sure they just increased their interest rates to put on more staff. Every time you call expect to wait for at least 30-40. If you have a complaint, don’t expect to be able to get help or to be able to escalate. As a part of the NAB, I don’t expect anything else from this poor excuse of a company.
Find out how AFG Home Loans compares to other Home Loans
Know better, choose better.
I’m warning anyone that will listen to stay away from AFG.
I have a loan with them for my land, but Im transferring my land loan to another bank to build my home.
My account was canceled by them but they are refusing to realise my loan to the other bank. But in the mean time they have charged me $800 and are trying to charge me interest on the account that was closed. Settlement has been pushed back by 2 weeks now and I’m still waiting.
I was also ahead on my payments and haven’t seen or heard where that money has gone.
Please stay away from this company
Questions & Answers
Can you please advise when you will communicate your decision on the current rate decrease from the reserve bank?
They haven't passed on anything but are constipating on it...!!
You can view the latest rate movements in relation to the recent RBA decrease here - https://afghomeloans.com.au/afg-home-loans-rates-reduced/
Get an answer from our members and AFG Home Loans representatives
Other Home Loans
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.