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Worst possible customer support and worst mobile application
I have been banking with ANZ for last 5 years. I save my money in this account and spend from another bank account. Since last night the application had issues and couldn't get money out of ANZ account. There were few pending transactions and I called customer support to resolve it. And instead of resolving the issue and giving me my pending money back in my account the ANZ customer support representatives, using his authority inappropriately, blocked my mobile application so I can't access my money online now. I am going to close my account today only so ANZ won't be able to restrict me accessing my own money.
Moving my branch-based banking from Westpac to ANZ, as CommBank couldn't open an account for my needs due to external reasons.
1st visit was to ANZ Hornsby, where they were hopelessly understaffed. Line out the door, the greeter working overtime to keep the peace and only 2 or 3 other staff on duty, mainly on teller. Initially the greeter queued the customer that came in after me despite me patiently waiting for them, but mistakes happen. I ended up giving up and delaying my visit.
2nd visit was to ANZ Martin Place, where Maurice has been fan...tastic and super helpful in getting this account open. The rest of the team there are amazing too, always efficient service with a smile. A 3rd visit was made to verify my identity correctly, no problem. Unfortunately, I'm now trying to register my Business Visa Debit card on Apple Pay, and for some reason this can't be done via SMS like most cards. So, I've now spent over 2 hours on hold with 4 different ANZ call centre numbers trying to get through to someone, to no result. Really quite appalling given how simple this enquiry is - and in the app or online, I cannot find any live chat or even an email option, aside from social media messaging. I'll now need to go in branch again and see if they can get through to someone to verify my card. I'd really like to see more transparency when it comes to customer service - I have no idea where I am in the queue, what the opening hours are, what the expected wait time is etc. Using Apple Pay to access the ATM is very helpful, however every time I try to use it to check my balance or make a deposit, it comes up with an error - I have no idea why this would be, as last time I was with ANZ I used this feature without issue. Luckily, I could manually enter my account details. Coin deposit machines are a nice touch at renovated branches.
No response, long call wait times, rude service
I have had a business account with ANZ for 4 years. I paid monthly fees. During the four years they closed the local branch, where the staff were always helpful. Whenever I needed assistance it would take the best part of an hour waiting on hold for business assistance. I often gave up. When it came to a business car loan the only option was to send an on-line enquiry. The response was that they would get back to you in 2 business days. I did this three times over a week and ended up ringing Stratton Finance and sorting what I need in 48 hours....No one ever contacted me about the car loan. When ringing to close the accounts after switching to CBA, the call took three people and just over an hour. I was asked if I'd like to speak to a specialist! Hahaha. You have to wait until you close the account to get to talk to one. In fairness when I did put an on-line request through to the local business manager as an alternative to the Business Finance dept for the car loan, they did respond in a day but by then I had already arranged the car loan elsewhere out of frustration. Now with CBA and get better service for no monthly fee!
They changed the spelling of my name then made my accounts inaccessible
This is an absolute nightmare.
I have been a customer of ANZ for 30 years.
One day...for some unknown reason my statement arrived with my name spelled differently.
I contacted them about this.. it went on and on and on with no solution!
I live an hour away from any branch.
So I just left it. Wasted so much time.
Tonight I needed help with a transaction. I was on hold for 30 minutes....and then they aced me on hold without explanation after answering.
He then came back to tell me I needed to provide ID to a branch.
30 years I've used the ...
I’ve been with ANZ bank for many years.
Reliability and good customer service: today yes, but not always the case with my local branch in another area.
Maggie ( Northland) gave me exceptional professional service today. I had approached another member of this branch previously and also attempted to resolve credit account problem on-line but to no avail. Maggie listened and was proactive in following through my issue with the credit card dept. I’m now aware of what circumstances and possibly a systems error may have caused it.
Thank you Maggie!
Lack of customer service
After trying for 20 mins to use the 2 atms available, i was not able to deposit money for payment of credit card. I went up to the bank counter a week later, got my cheque thrown back at me saying they dont process cheques at the counter any more, they processed my cash, when i asked about the cheque they said they needed a deposit slip, could this have not been mentioned? The 1 and only teller at Malaga is under so much stress. Plenty of other banks still offer customer service.
Extremely poor service
I went to the Mosman back at 12:30 went outside for five minutes to get information back door was closed when I come back then Dee Why and now it’s going on 3 pm there’s no staff there’s no answers why and it’s extremely poor I’m moving my account
Frustration and poor service at its worst
2 and a half hours trying to get through to report someone using my credit card, finally being passed from one department to another , and then told to phone back another day.
Was waiting on the phone for an hour to get a block lifted on my card - no answer, continual assurances that "an operator will be with you shortly". What a joke - how about using some of the massive profits to employ more customer service staff??
Terrible wait times
Long term customer. Tried for a week to sort out an automated payment error (theirs!!). Called 3 times and had to hang up after 40 minutes each time due to having other things going on in my life. Finally edited the payments and contacted someone via the app to check it was done correctly who was unable to understand or help. Very Frustrating.
Property Sale Settlement
I have been with the ANZ for nearly two decades, never missed a loan repayment, never had a late repayment. I am selling a property, the ANZ wants to take my money to pay loans that are paid in advance. I am not in arrears and quite clearly have an A+ record in payment but they still want to take my settlement money. It is quite clearly my money. They are already getting their entire loan payment and want to take the remainder. There is absolutely no reason for the ANZ to be taking my money.
Ridiculous waiting times
ANZ have the worst wait times.... Have called the allocated ANZ Fraud number and have been on hold for over an hour. Unacceptable and just not good enough!
The ANZ message is a constant insincere message: 'We apologise for the continuing delay'.
Worst customer service in Australia
Waiting times both in branches and online are an absolute joke. Teller machines disappearing and anything to do with mortgage settlements is an absolute nightmare.
Due to multiple properties i mam currently tied to the ANZ bank but given the first opportunity i will be leaving.
Hard to Find, BUT I Want Everyone to Find it, Near Woolworths, on Right Side In Westfield In the Food Court. Very Friendly Staff, Very Clean Building. Hope this Helps People Find Them.
I have closed my bank account with the ANZ: Terrible customer service and appalling interest rates for term deposits
I have been a customer of ANZ Bank for many years.
Customer service is appalling at ANZ Bank Watergardens, Victoria, with queues of 20+ people wIting, with just one teller...Yet there are some 7 staff members working at their desks. This disorganised fiasco is in no doubt a result of an ANZ executive, who has had little experience or knowledge with what happens on the front line.
The unbelievably low .3% interest rate offered by ANZ for 12 months for my substantial Superannuation term deposit caused me to feel humiliated. This is well below inflation...a disgrace for such a large bank.
The helpful staff member who closed my account said that she hoped I would return to ANZ bank....My answer is NO!
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During COVID-19 pandemic, were you satistifed with the assistance offered by ANZ? If not, please explain why.
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