ANZ

Terrible service online. I am overseas and bank has frozen my accounts and I have repeatedly tied chat and email to release block. Online chat just takes you in circles and I emailed the address they sent me 2 days ago and no response or action. Terrible service.

⭐ Extremely Disappointing Customer Service Experience with ANZ I would give ANZ negative stars if that were an option. I contacted ANZ regarding an issue with my account, and unfortunately, my experience with the customer service team was extremely disappointing. The first time I called, Michelle answered. Her attitude was rude, impatient and… Read more

unprofessional. Most shockingly, she hung up on me while I was still speaking.

I had to call a second time, and Michelle answered again. Interestingly, her attitude was completely different this time, and she was much more pleasant. When I asked her why she had hung up on me during our previous conversation, she failed to provide an answer. Instead, her tone became slightly softer, but she still seemed unable to understand or properly address my question.

I decided to lodge a formal complaint about this experience. Unfortunately, the service I received during the complaint process was disappointing as well. Nick answered the call, but he seemed disengaged and was extremely slow in handling the matter. There were mistakes during the conversation, and he did not seem to understand the complaint properly.

As a long-standing customer, I find this level of customer service unacceptable. Customers contact their bank because they need assistance with important financial matters, and they deserve to be treated with respect, patience and professionalism.

Being hung up on while speaking to a representative is unacceptable, and having difficulty getting a complaint properly understood only adds to the frustration.

ANZ seriously needs to review its customer service standards and complaint-handling process. This experience has significantly damaged my confidence in the quality of its customer support.

A very disappointing experience. ANZ, please do better.

I was a loyal costumer for many years to anz it was the first bank I started with and I stuck with them. But the last few years the branch staff and online have completely no respect for me blocking several payments just when they have been ordinary bills and have said they are a scam. I run a business and it is extremely hard to organise when… Read more

they block every payment and when you are trying to think about your future and they don't care. They are completely useless and the worst bank and I DO NOT recommend them to anyone EVER. They have not even apologized for there behavior.

International transfers On the 30/09/25 I made an international transfer to a safe and well known to me, Korean institution for a substantial amount of money. The transaction and my account were subsequently blocked by the ANZ. Initially I thought… Read more

that the bank was working in my best interest, as it may have looked a bit suspicious. When I received an email regarding blocked accounts. I rang the number given and was advised to go to the local branch for personal identification. I went to the nearest branch where they validated my ID and I requested that they unblock the account. I was told that branches do not have access to blocked accounts. They advised me to return home and ring the number given and ask for security. After a lot of working my way through the various sections on the phone, after some time I was put through to security and we discussed the transfer made to Korea. They wanted to know why I was making the transfer, but as far as I was concerned it is none of their business. They then proceeded to ask many other questions about the organisation, to which I gave a lot of information to verify that it was a legitimate business and that I had been working with them for a couple of months. Even so, it seemed as if they were reluctant to accept what I was saying, but after a lengthy conversation the woman who took my call did say that they would unblock my account and that I would have to do the transfer again. I asked why they could not just let the transfer of money go through, as it had not been cancelled just blocked. I was told NO, I would have to do it again.

I checked again the next morning and the account was blocked, so I waited until the next day only to find that it was still blocked. I needed to do the transfer the next day which was Saturday. On Friday 3 October I rang security again and gave them the reference number for my call. Again, they advised that I would have to go to the local branch to get verification of identity. I explained that I had already done this and that a staff member told me they have nothing to do with blocked accounts. By this stage I was furious with their handling of the matter as I needed to do the transfer the next day, but the branch would not be open being a Saturday. The following Monday was a public holiday, so another day I was overdue with the payment. I went to the local ANZ bank (Westfield Miranda) on Tuesday morning and was greeted by a most helpful male staff member who sat me down at his computer and looked into my account. I verified my identification with him, so he proceeded to get me in touch with security on the phone. I was then told that they would need a few details about the transaction before unlocking my account. They again went on to ask if the organisation that I was transferring the money to was legitimate and how did I come across them. I explained that I had been doing a program with them for the last 2½ months - and yes, they were legitimate. I told the person on the phone that I have friends who have been working with them for about 3 years. Then they wanted to know about the services they were delivering to me. I gave a brief description of the services they provide, but that was not good enough and they wanted more data such as why I am receiving services and was I being coerced into doing this program. They also wanted more information on what exactly I was doing. As far as I am concerned this has nothing to do with the bank. Then they wanted to know why I was doing the work in Sydney and transferring money to Korea. I explained that the centre I was doing my program with needed to donate to the Korean head office, as they are building a major centre there. Then they started asking st^pid questions about the legitimacy of the overseas branch and wanted more details about the work I was receiving and why wasn't the Sydney branch doing the transfer. Upon request, I gave them the website to look at and after a lengthy delay they came back and said it looked like a scam. I assured them it was not, as I know of 3 individuals who have visited the Korean site and done work there. So much for the bank’s investigative skills. I was over it and I told them that their questions were irrelevant, as I was no longer going to attempt to send money to the overseas section through ANZ, as it was too much trouble for them. The response was that they would still not unlock my account until I gave them more information about what sort of services I was receiving from this organisation and why I was doing these programs. By this time, I was beyond furious with the guy on the other end of the phone as it really is none of anyone else’s business how I spend my hard-earned money. I just wanted my account unlocked, so that I can close my account. He refused and kept on saying that this is how the system works and continued to harass me with irrelevant questions. I was on the phone with this interrogator for about an hour and I really lost my cool. I do have a lot of patience, but this guy really took the cake when it came to harassing me. In all it was about 2¼ hours on the phone from getting in touch with the first level of security then another half an hour on hold before getting onto the second level of security before they relented and said that they would unlock my account. I was beyond furious by that time and I walked out of the ANZ bank. I walked up to the next level at Westfield into a competitive bank and asked if they would do an international transfer for the same amount of money to Korea for me. They were happy to assist, so I gave them all of the details to make the payment. They ran a quick security check on the organisation that I was sending money to. No third-degree questions about why I was sending money to this place, just a smooth transaction, all completed in less than 15 minutes. I was impressed with their pleasant attitude to someone who was not even one of their customers, so I opened an account with them so that I can transfer all my ANZ savings to them. ANZ has this new Falcon Security system. To me it is more like a second world war Gestapo Operation with all the interrogation. They will not unlock your account until you have satisfied their ‘you answer all our questions’ attitude even though most of their questions are none of their business. Furthermore, the questions were unwarranted as I had made it quite clear that I was no longer going to do the transfer through this bank with their threatening attitude. Never again with ANZ.

refusal to give information that is readily available – I asked thru online message mail what the current floating mortgage rate was they refused I replied saying get another person to answer all i want is your floating rate and they blocked my account horrible bank and worse staff Show details

ANZ informed me that there is a $1,000 limit to payments using their app without using voice ID. Voice ID can be faked with AI. This is so insecure. ANZ has better security measures such as Shield and 2 step verification. Show details

I have been with ANZ for a number of years And always had a pleasant experience with the staff. I had to go to my ANZ branch at Carindale in Brisbane today to sort out a problem on my visa card I spoke to a young lady named Sarah she was very helpful and even though it took 30mins to sort out she didn't loose her cool .she deserves a promotion … Read more

Thanks again Just wanted to add I am a suncorp customer As well .I have already starting doing Internet banking with ANZ and will be moving funds From suncorp in a few months But as I said before your staff like Sahara have been helpful Thank John H

ANZ Balwyn Victoria Branch on 16/09/2026: Excellent and very professional face-to-face service provided by officer Jenny W. Totally knowledgeable, understanding, very thorough and patient in assisting me with my requirement. Really outstanding attitude! On a score from 0 to 10, I'd score her 11. Thank you Jenny! Michael T (very happy ANZ Balwyn customer). Show details

I would like to take a moment to express my sincere appreciation for the exceptional service I have received from Debbie Starling as always. From beginning to end, she has been professional, knowledgeable, patient, and incredibly supportive. She always responds promptly, explains everything clearly, and goes above and beyond to ensure the process… Read more ·  1

is smooth and stress-free. Her attention to detail and genuine care for her clients are truly outstanding. It is rare to come across someone who combines such professionalism with kindness and dedication. I have complete confidence in her and would not hesitate to recommend her to anyone seeking a mortgage broker.

Most terrible service with online banking experience I ever had. Timed me out so many times whilst making a money transfer to a new recipient account that locked me out completely at the end. not user friendly and no time to review information you type in but you have to tick the box that it is your responsibility to type the correct info. Absolutely atrocious.

I applied for ANZ Business Banking through GoBiz around two weeks ago. Unfortunately, the application process has been extremely frustrating and, in the end, I have been unable to complete the application. During the initial process, there was suspected fraudulent activity associated with one of the directors’ credit cards. This had nothing to do… Read more

with the director personally and appeared to be a potential security issue. We worked through the issue and it was resolved within a couple of days.

I was then told that I needed to start the application process again. After going through that process, I was subsequently told that the application could not be completed because I now have to wait 30 days for the automated link to our accounts package to be reset.

Having already spent a considerable amount of time working through the application, being told that I have to wait another 30 days because of ANZ’s automated process is wholly unacceptable.

The amount of effort required to get to this point, combined with the lack of flexibility and the customer service throughout the process, has left me deeply dissatisfied with ANZ Business Banking and the GoBiz application process.

For a business customer trying to establish a straightforward banking facility, I expected a much more efficient and customer-focused process.

Had an unauthorised payment on my credit card so rang the number on back of my card which took ages told the operator the amount so he said he would cancel my card and issue a new one but couldn’t put the new card in my wallet so went into our local branch and found out he cancelled my wife’s card now we have to sit down and email all our direct… Read more

debit coming out of our accounts because both cards were cancelled this is pathetic service from the ANZ

As a loyal ANZ credit card customer for over 20 years, I am deeply disappointed by the bank’s shifting attitude toward long-term clients, especially amidst the ongoing amalgamation with Suncorp.I recently received a letter from ANZ stating that my credit card fees are increasing while the benefits are being cut. When I reached out online to query… Read more

this reduction in value, I was essentially fobbed off with a generic response. It seems ANZ has forgotten the days when they fought fiercely for market share; now, long-term clients are treated as mere collateral damage.While I understand corporations prioritize profits, I do not accept being treated with such flagrant disregard. In protest, I have opened a new credit card with Qantas Money and will be closing my ANZ account. ANZ might not care about losing one individual client, but the public should know that loyalty means very little to them today. Moving on.

I had requested a callback 26 times from the third week of August to the 11th September. The service personel whose initials are DS-F only called me back on one day during that time - and not from the Clifford Gardens branch. From Warwick on the 3rd September. I missed the call and called back as soon as possible (half an hour later) only to be… Read more

told that DS-F had left for the day. I continued to call both Warwick and Clifford Gardens branches over the following days, only to be ignored. So I asked a friend to drive me to the branch. I confronted DS-F about the fact that he had not bothered to call me back. He lied and said that he had (I have no other missed calls on my phone than the third of September), to which I made him very aware of that fact. I had a friend with me who witnessed the whole situation, which I will comment further on later. I told him to check my phone for any missed calls and he pointed to the calls that I HAD MADE to Clifford Gardens branch and tried to say that these were calls he had made. I told him to look inside each listing in my calls log and he would find that those were MY calls to the branch, not his. He was attempting to lie and gaslight me. Then because I refused to let him do that, he told me that I was rude. I said, "No, I'm just direct. You want to label it as rude because you don't like what I've got to say, that's all." He said nothing. He then attempted to say that he had tried to email me, but I haven't received any emails either. Then he typed something into the computer, and then asked me what my email address was. I realise now that he was deleting part of my email address and reading it back to me as an incomplete address. He tried to say again that he had emailed me to which I said, prove it, because I haven't received any emails at all. Had he actually emailed me, ANZ would have gotten a bounced back email if the email had been incorrect, so they can check for that when they do their investigation into his behaviour. He continued trying to call me rude, and I just kept saying that I'm not rude, I'm direct. He then told me to get out, and when he did that I decided that I'd had enough. I told him to close my accounts (all six of them), which he didn't do. The little twerp tried to tell me that he would close them later and send me a cheque, but banks don't do cheques anymore. He lied constantly throughout the whole situation, and tried to gaslight me, but I had none of it. My friend who witnessed the situation was asked if she wanted any help to open her account (she had intended to do so while with me), and she told DS-F, 'no way do I want to bank with ANZ after witnessing THAT shenanigans from you!' My friend and I are both about to become premium clients of ANY bank that we bank with, so ANZ lost out big time when this little twerp lied and tried to cover up his neglect. I have put in a formal complaint to the ANZ which they are now investigating. I hope he gets demoted or gets the sack. He certainly deserves to.

I did a legit bank transfer using their domestic TT (telephone) a couple days ago. Now I got my account locked, for both mobile app and web service. I made a couple phone calls, one told me I was redirected to a wrong department. Another one on a long phone call wait, no answer. Now I could not use my ANZ account, this is very frustrating and ridiculous. Show details

My partner had funds withdrawn in another state an hour after her last use of her card. ANZ are causing her distress with thier so called GARANTEE of return of funds. This "Falcon" did NOT notify her of multiple transactions adding up to around $10,000. Don't use this service please. For your own health.

Ongoing unresolved issue despite multiple calls and follow-ups I’m very dissatisfied with the way this issue has been handled. My $50 promotional cashback is still unresolved, even though I have contacted support multiple times through the app, by email, and by phone. I have called several times, and my most recent call this week left me on hold… Read more

for more than one hour without any resolution. I also have the call record screenshot to support this. The main problem is no longer just the missing $50 — it is the ongoing lack of ownership, follow-up and clear communication. I am still waiting for someone to properly investigate the issue, confirm what has happened, and provide a definite outcome. I expect this matter to be properly escalated and resolved as soon as possible.

As most off their call centres are now OS, language issues, and incompetent, representatives, reflective the Banks dilution of their services I will be looking to switch banks ASAP

The worst online wait times locked my account and stopped a payment that was "unusual"?? It wasn't had me on hold for hours in a queue that never ended cant access any account or the app. cant get any help only by phone- which they wont answer the accounts page is so confusing i can not figure it out if it wasn't for the home loan i would not be with ANZ I hate it

Am in France. Wanted to transfer money to my Revolut card to pay a Euro bill. The entirety of the ANZ website and the ANZ app was down because of "maintenance". So I had to charge to my ANZ Visa, which of course means a sh$tty exchange rate plus a 3 percent service fee. You can be sure I'll be cancelling a few of my ANZ accounts when I return to Oz.

They locked my account with no warning - I couldn't buy fuel or food last night. Called at 4.58pm, Spent 48min on hold yesterday to be told the department I needed closed at 5pm. Spent 48 min on hold today and now on hold again for 62 min and counting. I have to work. Yet when I reported suspiscious behaviour on my account, they did NOTHING. USELESS.

Had to submit a Power of Attorney for my aunt in palliative care. I had an appointment and I was on time. The first guy to serve me left part way through to go to lunch! The second guy was serving someone else and just left me sitting there. The third person came after I asked what was going on. I had to tell the same story three times!!!! Not… Read more

only that, but every other bank takes 2-20 days to process the Power of Attorney, but ANZ takes 30 days!!!!!!!!

What a load off black mail, please update information otherwise your account will be frozen. Yes it happened, after nearly 30 plus years of banking with ANZ and baloney bull I'm now going somewhere else. You close banks and leave two in Geelong. One bank had a lady i was talking to she was smirking the whole time and asking dumb questions, … Read more

profiling me, had to leave i was steaming , went to Westfield bank nice young man. Just about emptied my account . ANZ AFTER YOU FROZEN MY ACCOUNT YESTERDAY IM DONE . next bank Bendigo, free parking , tellers, I DON'T BEND TO EXTORTION OR BLACK MAIL. BET THE PHONES ARE ringing hot today 19/08/26 .