I have been with ANZ for 12 years. Customer service user to be decent though recently I contacted them 5 separate occasions (online and telephone) to get my new card as the current one was expiring at the end of the month. Long story short my card expired a new one wasnt sent out as I had verify my id for the 6th time, provide email, home address,… Read more
telephone number and the last 5 transactions on my card. I said to customer service at this point its easier to open a new account with a competitor - they didnt care. My savings account had savings interest held as I was taxes as though I wasnt a resident despite them having my nation of birth (Aus) my address, they classed me as a non resident and withheld money. They refunded one financial year as I provided my TFN though nothing could be done about the previous 11 years and it was my issue to chase up with the ATO as ANZ did not declare their earnings from my interest to the ATO. This is illegal and are ripping off customers.... Then my credit card also could not be delivered to the correct address due to their incompetence for 10months finally they delivered to the correct address and instantly charged me card fees and membership fees I asked for a reversal as I hadn't had access to my account for 10months, they did refund though now I have to call them up again to nominate the account I want the refund to despite nominating on the phone there and then they said I would have to call back when the refund has been processed..... I have wasted countless hours on chasing up ANZs shortcomings and they also embezzle your money and charge you fees for them to provide "customer service" staff. What a joke of a bank. Currently im in the middle of moving to another financial institution that is more competent and no it is not one of the big 4. Richest 4 banks in the world, clearly my experience sheds some light on why.
Poor Customer Service. Recently, I went to the Norwood Branch in Adelaide. Staff are very incompetent. Wanted to speak to a mortgage consultant as per the appointment made over the phone. Planning to change my mortgage to a different bank.
I visited the branch to sort put some banking matters . Pankaj , the banker who assisted me , was very hepful and knowledgable . i am genuinely happy with service i received !
Reviews with attachments
My complaint is below, but first an introduction to the complaint. ASIC recently fined the ANZ 240 million dollars for a number of corrupt practices. 1. Handling a federal government bond deal: “Unconscionable” conduct in the management of a $14 billion government bond deal in April 2023, and incorrect reporting of bond trading data to the… Read more
federal government, “overstating the volumes by tens of billions of dollars over almost two years”. 2. Customer hardship: Not responding to hundreds of customer hardship notices, sometimes fortwo years or more, nor having adequate hardship procedures. 3. Interest rates: Making false and misleading statements on its savings interest rates, resulting inthe wrong rate being paid to “tens of thousands of customers”. 4. Deceased customers: “Failing to refund fees charged to thousands of dead customers” and “not responding to loved ones trying to deal with deceased estates within the required timeframe”.
My complaint involves the fourth item mentioned above. My brother passed away in March 2025. Unfortunately he banked with the ANZ. There bereavement team have been absolutely abysmal to deal with for my sister and myself. The stalling and ignoring of the bereavement team, despite letters, emails, documents supplied, phone calls, etc, all have resulted in still no outcome after over six months.
Does the ANZ think they can keep customers deceased funds permanently? Do they think people will become weary and let the ANZ keep a person's deceased estate? Are they just incompetent, willfully negligent, or corrupt? In my view ASIC has failed to fine the ANZ Bank enough, and there total disregard for people dealing with the loss of a loved one is absolutely disgraceful..
For a full review of ASIC's findings https://theconversation.com/anz-has-been-hit-with-a-record-240-million-fine-these-lessons-should-have-been-learned-years-ago-265274
I was served by a consultant called Aly and he made it so easy took care of everything and even found that they have been making illegal transactions since November 2025 he gave me the name of the merchant and I googled it there is no company under this name it’s a scam and when I told Aly that I was going to check them out he said any information… Read more
that you find forward it on as it will help your case so thank you Aly for your patience and great information and insight
very sad to say,l been with this bank for over 30yrs and today,l had the worsed experience ever from they blocked my anz app and when l rang them l got disconnect twice and after giving them my details they couldn't call me back,disgusting all round, im thinking im not the only one,need to close my accounts and move on.. Show details
Absolutely poor. over 4 months and the payid is still not activated on my account. Show details
ALL I WANTED TO DO WAS PAY OUT MY CREDIT CARD. After a run around with there phone system which is rubbish I finally got to waiting inland ne on the phone for. 36 MINUTES bull stuff. Then have a customer service representative tell me I have to go into a branch with 100 points of ID to close my account What a crap bank with no service. Didn’t need to go to a bank to open account????!!!!
I went in to my local ANZ branch @ Eastland in Ringwood Victoria on Wednesday 2-7-25 at around midday to get an End Of Financial Year Statement which the bank said they could not provide for me as it was an ANZ online account . I asked them is there was any way they could access the document as i don't do anything online & they said no , i said… Read more
my other banks did it straight away & the teller said we can not do it here , I asked if could they reset the account & then access it if they used my phone for me & they said yes . i said ok , the teller asked for my phone & i said "this is good , now you are helping me" , the next teller turned to me & started telling me off , looking for a confrontation , i told him that he had mis heard the conversation , that i wasn't there to argue & that he should go back to attending to his customer , he kept talking down to me so i said i am not interested in arguing , help your customer , he kept going so i asked to see the manager , he said "I Am The Manager" , I said fine , go back to your customer , The teller couldn't access the online account because there is no internet access at Eastland shopping centre for mobile phones , so i decided to withdrew $2000 over the counter from my savings account instead , while i was there , i then asked for a $10,000 bank check drawn from my savings account so i could deposit it into a different bank with a better interest rate as this account pays no interest , i was told that the bank cheque would cost me $10 , i said ok , then they asked me for my debit card & i said ok & gave it to the teller , when i put my debit card in my wallet & my wallet in my pocket , then they asked for my licence , i said ok & gave it to them thinking this is over the top as i had just withdrawn $2000 from the same account , then they asked for my phone number & i said this is ridiculous & that they didn't need my phone number & had more than enough of my information already for me to withdraw money from my own savings account that i had just used , the manager came over & said he would not allow me to have my money unless i gave them my phone number to him , i said you have my phone number , its attached to my account , when the account was set up , he said again smugly , "we cannot give you a bank check until you give us your phone number , the manager was trying to get me to argue again , i should have just asked for the $10,000 in cash but instead , just gave up & walked out shaking my head in disbelief , as i was leaving the young teller said in a very smug way "goodbye" , i hope the Manager enjoys keeping my money & trying to intimidate me , they still have my money ! Power hungry Manager .. I remember when people helped each other , no competition leads to down trodden Australians I will update the ANZ response soon if i get one
Customer Feedback – Amy, ANZ Rhodes Branch I’d like to extend my sincere appreciation for the outstanding customer service I received from Amy at the ANZ Rhodes branch. From the moment I walked in, Amy was warm, attentive, and genuinely helpful. She went above and beyond to assist me with my enquiry, ensuring everything was explained clearly and… Read more
handled efficiently. Her professionalism, patience, and friendly attitude made the entire experience seamless and stress-free.
It’s rare to come across someone who takes such pride in delivering excellent service, and Amy truly represents the best of what customer care should be. I walked away feeling valued and well looked after — and that’s entirely thanks to her.
Thank you, Amy, for your exceptional support. It definitely didn’t go unnoticed!
Warm regards,
On hold for 1 hour 32 minutes with what I thought was a simple request to reduce my credit limit on my credit card. Passed to 4 x different operators and constantly placed on hold with no resolution to my request. Appalling service.
The most disgusting infuriating experience I’ve ever had with any business. Restricting my accounts when someone is disabled is beyond disgusting. An hour and 15 minutes later and no help what so ever. I’m appalled. Don’t use this bank. Use anyone else. In fact a friendly reminder that we need to go back to using cash and get rid of these blood suckers. Show details
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With so much time spent in maintenance one would think the net bank should be running spotless when it does run. Not so, it often suspends transactions with no valid reason other then the computer says NO. I've lost over $4.5k in profits just the last 3 times they blocked my account because I was not able to complete the transfers in a timely… Read more
manner. I complained to AFCA who is supposed to regulate them but of course AFCA is funded by banks and staffed by ex-bankers so they ruled in ANZ's favor. Can't even imagine getting my money back if I ever was scammed by any of the spoofed ANZ emails doing the rounds. Self regulation never works and the government needs to go back to having a banking ombudsman. Looks like I need to find a smaller bank where customer service means more then just lip service.
Latest follow-ups
I have been dealing with the ANZ bank in Nowra NSW for a number of years. I can say that this branch offers excellent personal service. My main contact is Aleah Morris who has personally helped us in attaining housing loans along with investing our… Read more
funds in the best possible ANZ accounts. If I have ever had an issue with an account or something appears wrong Aleah has always helped sort it out. We now live interstate, but Aleah is always available to assist us regardless of where we live. I know there is a lot of negativities around some banks and branches, so we are very lucky to have Aleah only a phone call away to assist us with our accounts.
Follow-up · The service, thefriendliness and proffesssionalism in the ANZ Nowra branch is far better than most other branches and better tgan other banks. Aleah tge manager does an exceptional job.
Worst bank! They lock me out of my account all the time, then I have to call and wait 20min on hold. Then they ask me who was I paying, what was it for, have I paid them before, etc very invasive and rude questions. They can’t be trusted with your… Read more
money!! They control it!! When I refused to answer the invasive questions they refused to unlock my account and hung up.
Follow-up · My bank account is unusable, ANZ have got so much control over my money, they refused to give me access even though I’d gone through the security and they knew it was me, I had to tell them everything I planned to spend my money on before they gave me access again. I’m leaving the bank never to return, the formal complaint got nowhere, I said it’s not resolved and they cancelled it anyway. This bank can’t be trusted!!!!!!!
This is the wors bank in the world,they are going to do everything that they can to help the criminals and scammers to get your money. And then they will never try to help you.
Follow-up · What exactly happened? The ANZ make me wait for they investigation Whit no communication at all they sent me a email Whit they conclusion. In this conclusion they admitted and prove that they didn't even read or investigate the issue. They didn't result the problem and refer me to make a complaint on AFCA I try it but no option for ANZ no possible… Read more
Positive reviews
Visited the ANZ Berwick branch for our home loan interest change. We are highly satisfied with the work of the banking consultant, Princika Rajapakse, and also the front desk gentleman.
We are incredibly grateful to Shelja Sharma for her outstanding support and dedication throughout our home loan journey. She truly went above and beyond to ensure our loan was approved at the very last moment. In fact, she submitted our application on the final day before heading on her holidays and thoughtfully allocated our case to a colleague… Read more
to ensure the rest of the process continued smoothly without any delays.
Because of her swift action and careful planning, we were able to secure the land just in time and arrange our construction loan within an extremely short timeframe. What felt like a high-pressure situation was handled with such professionalism and calmness that it gave us complete confidence throughout the process.
Shelja is more than an asset to the bank she is an exceptional professional who clearly understands her customers’ needs while also safeguarding the bank’s interest. That balance requires deep knowledge, integrity, and experience, and she demonstrates all three effortlessly.
She is professional, kind, and incredibly patient. She takes the time to truly listen, understand concerns, and explain each step clearly. Her approachable nature and commitment to delivering results make her stand out.
We highly recommend Shelja and ANZ to anyone looking for a Home Owners Coach who genuinely cares and delivers beyond expectations. She made what could have been a stressful experience smooth, efficient, and successful.
Thanks Chaminda Vidanage & Deepani Atapattuge
Kim, ANZ Ellenbrook Branch What outstanding customer service I received from Kim at the ANZ Ellenbrook branch last Friday. Kim was friendly, attentive, and genuinely helpful. She went above and beyond to assist me with my many enquiries, explaining and then demonstrating everything clearly. Her professionalism, patience, and friendly attitude made… Read more
the entire experience seamless and stress-free. Her happy, professional demeanour in delivering an excellent service, made my banking experience a successful and stress free one. Kim truly represents the best of what customer care should be. Thank you, Kim, for your exceptional support. It definitely didn’t go unnoticed! Topics: Verifying and changing account details, setting up internet banking and the ANZ app on my phone.
Negative reviews
Useless bank. Most of the branches doesn’t have teller to withdraw cash above $2.5k. You need to book an appointment for this and you have to wait for days for an appointment.
Very disappointing experience with ANZ Plus. The credit offering initially looked competitive and appealing, but once I was onboarded, the terms and credit conditions changed noticeably. It feels like customers are drawn in under one set of expectations, only for things to shift afterwards. After many years with ANZ Bank, I’ve decided to leave.… Read more
What stands out just as much as the experience itself is the complete lack of acknowledgment—no effort to retain a long-term customer or even a simple “sorry to see you go.” I would strongly advise others to read the fine print and be cautious with ANZ Plus. My experience has been far from what was initially promised. Beware!
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very frustating customer service. just remember if you want to bank with ANZ be ready to spend every time you reach to speak some one you need to wait on phone for over one hour. some time. after waiting for one hour it simply disconnect. then start again. i am sorry to see our prestgious bank is not doing well to solve customer problems. Show details
Recent reviews
0 Stars I have been banking with ANZ for 20ish years, they have closed the banks I started with, so reduced actual tellers to resolve issues. ANZ froze my account 2 months ago for not updating my details, I have never changed my details, except my email, of which I notified them of, it was locked for 1.5 weeks even though I had notifications… Read more
thanking me for updating details. This caused home loan payment failures to my other bank. I thought at this stage I should cut ties, but I am loyal and gave second chance. Wednesday last week they locked my account again, my fortnightly wage had just gone in. I sent a message "I believed I had updated". They sent "After investigation, we see that you have updated, but your son hasnt, we will contact him". This is a savings account I have for my son, he has no access to it. The next day my wage was missing, Transactions only went to 3days previous, there was no record of my wage being there. I rang customer service KYC (Know your Customer-department that restricts accounts for not updating details) They say they can't see balances, I tell them I'm closing childrens accounts, so no longer an issue, unlock my main account. Why if there was a problem with those accounts, did they lock my main account, but not the smaller accounts. They said my wage had bounced back to employer. I have closed all accounts except the main one that is still restricted. Friday: they said retrictions would come off 24-48hours later. Monday: They sent an email to my old email address(the one I don't use anymore, so lucky I looked) of which I had updated. Requesting me to update all my details again. They don't need my details, I just want to close account, I have emailed and given my new account number to transfer remaining funds, then close account. I am sitting here Good Friday(9days later) still restricted account. ANZ give me my money/close my account. I have never been overdrawn, you have always had my details. You have left me without money for 9days over a long weekend, and again home loan payment failures due to your lack of professionalism.
35 years a customer. No more. Just how ANZ has unlearned to be a bank is beyond me. 1 hour and 5 mins on hold to Card Disputes today. 30mins on hold 3 nights ago then I hung up. God help you if you really are experiencing credit card fraud and theft - ANZ won't be there for you. Branch staff don't know what a Bank Cheque is. I had to educate… Read more
them because there were no staff to do an electronic transfer, not for a few weeks anyway. OMG. HOW did it get this bad? Imagine if every customer withdrew their accounts like I am...do you think they might remember how to be a bank then? Card Dispute emails are even advertising the WRONG PHONE NUMBER so when you do 'get through' to Mumbai, (Per Google: "However, the bank does have significant operations in Mumbai and the Philippines through its Group Capability Centres (GCC) and local branches") they must 'transfer' the call 'to the right department' (refer 'Phillipines'). When you tell GCC Phillipines this, they say 'this has never happened before'. Ironic, because it's their generic email that they send out to thousands of ANZ customers once a Card Disputes is lodged. So, they advise ME that their phone queues are long and to 'do it online', BUT their emails tell you to call a (wrong) phone number and not to do this online! It is also unlikely that the GCC Phillipines staff would ever NEED TO QUERY the phone number you called, hence why the Operator says, 'I've never heard of this'. It's because you never asked, rather I divulged it due to frustration that I needed to be transferred to a correct department. Seems like the right arm doesn't know what the left is doing - India to the Phillipines, everyones confused. ANZ, remember this - if you pay your staff peanuts you get monkeys. I will never get that one hour back. Nor the 30mins you took from me waiting on hold the other night. Nor the education to your branch staff about what a bank cheque is. It's a sad state of affairs ANZ. Back to banking school for you.
Went to my ANZ branch 8 months ago to get two term deposits set up, which they did, recently I noticed they charged me $2.50 for them doing the deposits. When these deposits matured I was offered 3.1 & 3.3 interest rate, I was offered 4.1 & 4.5 at a different bank for a similar time period. Yesterday I accidentally transferred money into Visa card… Read more
I was charged $20 to transfer my own money into the correct account. Love the way ANZ treats their customers.
so you close your account, ok, but then they won't let you log in anymore, and they send you texts that you owe them money. How can I owe you money, I don't have an account! I can't login and see the statement!
I have to wonder how much more the ANZ could mess up my dealings with them, are they as incompetent as they have shown me that they are. My fathers accounts have been with them for what must be 70 years and they have totally screwed them up. Just try and get to actually speak to somebody or get a call back - impossible, a total lack of customer service. I will be moving our accounts away from them. Can I give them a rating below one star.
Be aware of ANZ bank they are dishonest…My Fianance personnel paid off all my debts including my mortgage but the anz bank is saying that I still owe them over $200 even though that mortgage was paid off in full !!!! What a rib off by the bank and on that $200 there will be interest cumulative on it .. so be aware they are dishonest Show details
BUSINESS CUSTOMERS GO ANYWHERE ELSE!!!!! Why cant you give less than 1 Star. We are a business customer - i have spoken to two departments this morning who eventually figured out it was YET ANOTHER FALCON F>>>>> Up This has resulted in me being on hold two two departments for over an hour each time. I am now through apparently to the department… Read more
that can help me, and have hgad 1 hour and 37 minutes so far. If you are a business customer especially, I would go to any other bank to avoid the chest pains and stress of dealing with this bunch of.....
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