AI reviews summary
Pros
Cons
Verdict
Feedback regarding ANZ is mixed, with a strong divide between negative operational experiences and occasional praise for individual branch staff. A subset of customers reports positive outcomes when dealing with specific personnel in-branch. However, frequent complaints centre on difficulties with customer service wait times, restrictive security blocks, and the impact of branch closures.
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!!!!!!!!
My recent experience has been profoundly disappointing. I was subjected to ridicule by a representative after disclosing my employment at a call center, despite the call being recorded. For over two weeks, I have been attempting to secure a refund of $280.77, a process complicated by Westfund and ANZ. Despite making eight phone calls, neither… Read more
company has cooperated in facilitating the refund, instead directing me back and forth between them during my work hours. This constant cycle of calling and pleading has been particularly humiliating. Prospective customers of ANZ should be aware that their offshore staff, while processing requests, appear to lack the authority to resolve complex issues. For those seeking a banking institution that disregards the dignity of low-income earners, especially when they are already experiencing professional humiliation while pursuing refunds from multiple entities, ANZ fits the description perfectly. Despite being a customer since 2005, my participation in their financial difficulties program, which I ultimately did not utilize, offered no discernible advantage; it merely led to offshore call center interactions with no substantive resolution. Consequently, I have closed all my accounts and redirected my salary. I will not be returning to ANZ, a company that seemingly prioritizes its own stature over customer respect. Refer screen shot now on hold over 15 mins during lunch break (as they texted me to call them and that's when you get their patronising relaxation music) unbelievable
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 am formally lodging a complaint regarding the extremely poor service I experienced today while attempting to set up a direct credit from one of my clients. I waited on the phone for 1 hour and 04 minutes, during which my call was transferred between five different staff members. Despite all this time and multiple handovers, no one was able to… Read more
resolve my issue, and by the end of the call, nothing had been rectified.
The level of service was unacceptable. The staff I spoke with did not appear to have adequate knowledge of the products and services they are responsible for supporting. This lack of expertise caused unnecessary delays, frustration, and a complete waste of time.
I have submitted this feedback as a formal complaint as well. Due to this ongoing poor experience, I am now seriously considering moving all my business accounts to another service provider.
My credit card was suddenly blocked while I was trying to make a legitimate purchase. ANZ's security measures have become so restrictive that it's becoming impossible to use their services with confidence. To unblock the card, I was told I needed to visit a branch in person. Not over the phone. Not through their so-called secure app. A physical… Read more
branch.
How ridiculous.
Finding a branch close enough was another challenge altogether, given how many of them have been closed in recent years.
As a result, we're now in the process of closing all of our ANZ accounts and moving our banking elsewhere, to an institution that still believes customer service matters.
Avoid.
I paid for something online ended up getting a refund after a long process then anz decides they want to keep it an extra 3 business days bank's like this make me sick how much money do they need im waiting on a massive $114 and they keep it for 3 days after it took me so long to get it back right when I needed it most and to add insult to injury… Read more
anz plus have no contact number I can find. I rang the normal anz who just brushed me off im done with this bank. My advice is bank somewhere else with a bank that cares about there customers
ANZ has a very clunky online banking website. The most simple transactions are difficult. They don’t answer calls. The automated help desk service is slow if it responds at all. I avoid using my account with this bank and will be closing it as soon as I can. Show details
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
Latest follow-ups
Dodgy bank. This cannot be happening – Is ANZ being run by a Cartel now? That's what this feels like it has turned into. They are so dodgy. Everything from their customer service team, who purposefully set you up, the complaints team, who are just so dodgy. The things they say, it's… Read more
been problem after problem for so long now, I've had serious problems because of their outages, brank transfers from clients for quite sizable amounts, that should take a few business days to come through. No. Every bank transfer, every single one, I've had to chase. They say they have the money they just haven't allocated into my account yet. I've also had really bizarre things going on recurring bpay payments, I rang customer service to sort something out, they ignored me, they were good on the phone but never did a single they said they would, then I noticed really bizarre recurring payments in my bpay for utilities for extreme amounts, I mean thousands a fortnight. I did not set this up. They have no idea who did. But then the payments that did go through, I had to reverse, went really awry. Bpay billers were doing really strange things, that could not be done by someone externally... then my credit card payments didn't go through for a couple of months, someone had switched them off, but it screwed everything up, my interest everything, did they sort this out? They offered to defer my payments and give me a couple of months off, pro gratia, now I'm receiving letters from lawyers.... they contacted my wife who doesn't bank with anz anymore with really bizarre texts about her payment plan, her number is not on these ANZ accounts... when she contacted someone at ANZ they said, oh you were making enquiries about your credit card... ummm no, she never had a credit card with anz, ever. Then I get six letters on the same day from ANZ. I tried contacting them to be completely ignored. Zero response, now I have a letter from a lawyer? I've tried to lodge complaints and everything against them and now I have to lawyer up?
This is extortion. I have been trying ti close the accounts only to be told there are problems. I try to ring customer service only to be transferred around. They've referred me to an investigation unit, but I hear nothing back. This is ridiculous.
Follow-up · I was never contacted. I tried closing my accounts only to be told there was a problem and they couldn't be closed. Went into a branch, the lady at the counter said this is a personal banking matter and said I had to call number and refused to assist me further. I asked to speak to the branch manager, who also couldn't close my accounts. I… Read more
I have been a customer of ANZ for over 50 years , and could not recommend ANZ under any circumstances . ANZ is morally bankrupt from the top of the… Read more
organisation to the bottom, they have no sense responsibility. They’ve failed multiple property settlements on our behalf and then run away from any level of compensation. They have also breached Australian financial complaints authority rulings against them. I was part of the banking royal commission against the ANZ bank , even then they failed to honour the rulings against them. Be very careful in the selection of a bank for your business operation.
Follow-up · ANZ didn’t comply with the rulings of the Australian financial complaints authority several times, so I went back to the Australian financial complaint complaints authority , and they did reinstate rulings against ANZ. My role in the banking Royal commission was to provide evidence the commissions barristers in relation to a failed property… Read more
Follow-up · The services that I used were just normal business and domestic banking functions . The problem with the settlements were that ANZ had outsourced their process so extensively that they couldn’t control it, therefore losing all of the titles of the… Read more
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ANZ has become so out of touch with ordinary people and so bureaucratic that my local Cleveland, Qld, branch no longer has a simple sign up outside with opening hours. That would make life too easy for customers. No, instead it has a QR code that… Read more
you need to scan to get into the ANZ website, then try and find the branch online, then find opening hours. Extra hideous layers of bureaucracy that seemed deliberately designed to annoy people. The QR code sometimes works, sometimes doesn't depending on whether the glass doors have been cleaned lately.
Follow-up · In response to questions from other readers - another customer told me about the opening hours, I did go inside the bank and the young female bank teller was very helpful. She said the QR code idea did not come from local bank staff. After I made an official complaint, an ANZ complaints officer also rang me and said they would take my feedback… Read more
Positive reviews
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.
Had a very pleasant experience with ANZ Bank Booragoon. Was very well looked after by Gagan in securing excellent Term Deposit conditions, opened up an SMSF Hub cash account which surprisingly pays excellent interest with no catches. Gagan went over and above what I expected from any consumer service, but considering its a bank, I'm giving her a super call-out. Well done Gagan. Show details
KYAH PERHAM was an absolute gem! We’ve had awful experiences on the phone (like everybody!),?where no notes are taken and no real effort to solve issues seemed the norm. Please Kath, train all the new staff and refresh yourself the phone staff! Thank you so much.
Negative reviews
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 .
Worst customer support in banking I have seen, not just in Australia but worldwide, having lived in many countries. Regarding a credit card dispute, I tried to call customer support, but I was forced to deal with a bot in the app. You leave a text message with the bot, and someone from God knows where responds after many hours. When I try to… Read more
respond, the app bot makes me go through the same silly questions all over again.
The process has now been ongoing for nearly half a year. This was clearly designed to make customers give up contacting ANZ customer support. They make many billions in profit every year but cannot be bothered to have a functional customer support system. Third-world banks provide better service for their customers.
HSBC are closing their credit facilities in Australia, due to this I applied for an ANZ Qantas credit card. I have zero debt, large savings/assets, credit card history showing excellent payment history, accounts with ANZ with flawless conduct and an excellent credit score. I was declined for a credit card to replace the HSBC because I chose to get… Read more
a new job a month ago in the same industry and role type that I have 20 years experience in. When being advised that I was declined due to not serving three months, there was no escalation process, I even offered a letter from my employer. It was a simple 'no you don't meet our policy'. The problem with banks is everything is a transaction, it's the customers making them rich and there is no human to human relationship. I have never been declined credit before or ever made a late payment on an obligation. Disgusting. There is a reason why everyone hates banks!
Recent reviews
I have bank accounts in different countries and honestly none is as bad as ANZ. Not only in their statements you cannot see what the payment is for and sometimes not even who the merchant was, but whenever you want to transfer money to verified sources, they block it deciding if in their opinion it's right or wrong! Basically their illegaly and… Read more
against a customer knowledge and will can block your access to your account, block the transaction or your card with no option of unblocking. In all those cases you cannot do anything for even a week! Whoever creates the systems in ANZ is the most illogical and makes evrtything customer unfriendly. It's mindblowing as it's the only bank that has this practices. Under the cover of security they just make people's life as complicated as possible. We have a cpl of bnk accounts with them, but honestly after recent experience we will choose NAB or Macquarie or any other bank. Employ someone who think!!!!
This business is a franchisee of ANZ bank. In other words they earn a commission based on bringing new business to ANZ. I received a cold-call from a representative of this business about three months ago with an offer to refinance my home loan to ANZ. This offer appeared too good to be true so I queried aspects of it. Specifically I was… Read more
offered a lower rate than my current home loan provider's rate as well as an increased limit. Given the cost of living crisis this was very attractive. I asked some questions and at each point was assured that these were not obstacles but well within ANZ's policies.
I provided the necessary documentation requested and was given an assurance by the representative of this business that approval had been granted conditionally. Last week I was contacted by them saying that their credit team had not in fact approved the loan on the basis agreed.
I am therefore in the position where I have a detriment in terms of my overall credit rating. I can only guess that this business makes promises to potential customers in the hope of earning lucrative commissions whilst being indifferent to whether the customer's loan is approved or not. Heads this business wins, tails you the potential customer lose.
I would not recommend these people. In my experience they have no business being in the business of servicing customers. They put their commission ahead of any concern for customers.
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What absolutely rubbish these people are!!! [Content Removed] systems that are always down and the excuses they use. Lost so much money because the system is always down or there are software issues. Don't even deserve 1 star. DON'T USE THIS CRAPPY EFTPOS SERVICE!!
Incompetent assessors and a massive waste of time. I applied for a simple $5,000 limit business credit card, holding over $100k in savings. What followed was an absolute nightmare of incompetence. After 55 emails, 10 phone calls, and endless loops of them saying the loan was "serviceable" only to demand more documents, I was denied. The assessors… Read more
clearly do not understand how trusts work. They counted the liability of my trust's investment loan but completely disregarded the rental income inside it. On top of that, they consistently messed up the numbers, inflated my lifestyle spending, and forced me to correct their math over and over again. I’ve easily opened high-limit credit cards elsewhere this year. Stay far away from their business banking—the entire process is full of false promises and deep frustration.
Anz has no service left which is why i jave changed banks. Called regarding unauthorised charges $450 to credit card and no details recorded and then when text received they quote visa rules and even within 10days they quote they dont know anything and nothing they can do. No protection over fraudulent transactions. I
Once again ANZ has used it's fraud prevention to make my life difficult rather than help me. When travelling in Greece (of which I had notified ANZ prior) I tried to rent a car from a large global car rental company (Alamo). I has to enter a One Time Password verification code which was fine but then ANZ declined the transaction anyway as… Read more
"suspicious" (who rents a car when on holiday?). Then they put a block on my card. I had to use a different bank credit card and by then the price had gone up.
The one time I have actually been scammed ANZ were of no help whatsoever.
Got a new ANZ business account opened, with a condition to transfer funds to Australian Crypto Exchanges. However, when I made a transaction, ANZ Falcon Digital fraud team blocked the transfer, 24hour over made 3 calls waited 50 minutes each, fraud team supposed to be available 24/7 but no one picked up the call. Funds are blocked and customer… Read more
care cannot do anything. Fraud team does not "feel" like talking. This is my first day customer support experience with a new ANZ Business banking.
Best of luck if you are being scammed or hacked and Fraud team is sitting on there be-hinds, and you are waiting to get hold of them while getting robbed.
I have just received a letter about a credit card number 4564627116737479 that does not exist they say i have not used it fot 12 months it should have been closed by them i don't get statements online or by paper for the card they say they will charge me for fees or charges that are not outlined on the letter I will be putting a complaint online… Read more
about their actions the credit card can't be found on the netbank I have added a copy of my accounts Anz have not called me about the card just an email that they will close all my accounts anz website is not reliable cant see my personal details i have to use a passkey that I am not able to see
I don’t know if anyone has been watching ANZ Falcon Security service on TV. Its a real laught,you see a Falcon fly into a home and land on a woman’s shoulder looking at what she is doing,the only problem is this falcon is wearing glasses,normally Falcons have 8 times better vision than humans,I guess they did not want to pay a Falcon with good eye sight to do the add for them,I do hope this Falcon is not looking after my account Show details
ANZ let someone accessed my account and transferred $11,450 out. I reported to police and ANZ. ANZ concluded that I was at fault when someone impersonated me to bypass their security "system" and gained access to my internet banking, all while I was abroad. I'm closing all accounts with them now.
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Oh that's right, they also turned off all notifications in my accounts, so I wouldn't get texts,… Read more (+2 replies)