My partner and I went to the ANZ Croydon branch for a mortgage approval. Disappointed in the advice we were given - we obtained an equity release and were advised by the lender to not link the offset account with the loan until we purchased a property, to avoid the ~$10 monthly account fee. If we had been informed that this would have cost us… Read more
hundreds of $ in interest for the period of the accounts not being linked, we would have decided to instead link the accounts from the get go. We tried to contact the lender and the bank but were handballed around, and in the end we were not able to get this interest charge reversed from a technicality and decision based on their advice. I wouldn't expect to have needed to do our own research and due diligence checks when receiving advice from those who do this job but I would recommend that to anyone else now.
I went to ANZ bank to refinance my home loan , I clearly can pay the loan by myself as I have been for months and was told I had to earn ridiculous amounts of money,if I was approved I would get a much better rate which was $700 less than what I can paying now so why can't they look after there existing customers with the lower interest rate, I… Read more
left before I exploded and will refinance somewhere else where I am looked after with a much better rate .
Reviews with attachments
I think ANZ BANKING GROUP is good. Although Australia and New Zealand Banking Group Australia reminds us that we are in the Pacific and in the past, we have had a wonderful relationship with New Zealand. ANZ Banking Group Australia has four of the best and well-constructed buildings in Collins street Melbourne state and Colony of Victoria. ANZ… Read more
Banking Group Australia can certainly condone Captain James Cook. ANZ Banking Group Australia is well known for its choice of colour BLUE.
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,
No customer service whatsoever. Bank with someone else – Used the app to ask a question (as I was instructed to as it was supposed to be quicker), after hours, they asked me to call. I rang and sat on hold for 30 minutes before giving up and going to a branch. The branch couldn't find the required forms, so after 30 minutes told me to try the app messenger. I tried calling again and after being in hold… Read more
for 1 hour I was put through to the wrong department. After more time on hold, I was told that the required department had now closed and I need to call back another time (Like the last hour of my time was worthless).
It is abundantly clear that ANZ do ot respect or want their customers. I can't believe that they are still in business.
Avoid ANZ at all costs.
Your account is not your account – ANZ sent me a letter dated November 22 2024 stating that the account I have been using may incur service or dishonour fees. The service fee is applied if I do not deposit over a set amount each month and the dishonour fee is for direct debit payments. I exceed the monthly threshold for deposits (which is $2000 as of 17/12/2024) to avoid paying a… Read more
service fee. How the ANZ does this is to apply the service fee automatically, then they reverse it on the same day. It's as if they weren't able to calculate the total deposits until they deducted the $5.00 service fee first. It is unusual.
I've not had a dishonour fee because my deposits meet the only direct debit made each month of $50.50.
The letter goes on to say "We can change your account so you don't get charged these service fees." I'm not sure why speak of dishonour fees in the first paragraph and not mention them here, but I must assume they mean the dishonour fees as well. And I don't get charged with them now. It continues with, "We are going to do this for you, unless you tell us not to."
Later in the letter it is explained the only way I can request the change not to happen is to call a 1800 number, Monday to Friday and between 9:00am and 6:30pm. These days and times are accessible to me, and this is not the problem.
I have a problem with a bank making a decision as though they know what is best for me. I believe that when I was born, no matter what the decision is in life I make, I tend to think it is the best for me. Sometimes my decisions turn out to be unwise, but that is the opportunity to learn. What is important is only I can decide what I believe is best for me. So, here is ANZ deciding what is best for me without any consultation, and without my approval.
After lodging a complaint, I was contacted by the ANZ complaint team and we discussed the issue. Eventually the representative agreed that they could prevent the change if I was able to prove I was me. Despite getting me to send in a scanned copy of the letter and having 2 previous phone conversations about the issue, it was suddenly a need that I prove my identity.
After answering a few questions successfully they asked for some code or such. Something I had never heard of before and explained I had no idea what they were talking about. I've checked my records and I have no documentation of any specific code word. There are challenge questions and answers, none of which were asked of me, but nothing I've noted on file about a code word or secret password or whatever it is they wanted. I told them just to let the change happen and leave me alone.
It was a tiresome experience. The representative explained many times over what the difference would be between the current account and the planned new account they are changing it to. I explained many times over that I understood all of that because I read through all the account descriptions online. Even in their final email regarding the complaint, they had to explain it again as though I lack sufficient intelligence to comprehend the difference.
The solution I plain to employ is to wait for the change, open a new Access Advantage account that I have now, transfer the money over to it and close the account they're changing it to, which is an Access Basic account. It's a matter of principle regarding their decision to change my financial choices to suit themselves; not consult me about the change and not requesting approval in the first instance.
If they can do all of that without my input, then they do not need me to provide input to prevent the change. A simple choice presented in internet banking to say, "Hi, we believe Access Basic is an account that is better suited to your needs. Would you like to change your Access Advantage over to that?" Engaging the customer is important in any business that claims to understand customer service. What does this tell us about the ANZ?
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.
[Name Removed] is a freaking wench because she refused to refund me for my complaint even after I specifically told her that from Friday 5th September 2025 to Wednesday 15th September 2025 I was in bed with coronavirus sleeping and on the toilet… Read more
with vomiting with diarrhoea and I honestly couldn't get out of bed. I wouldn't recommend her to anybody because she can't even do her job properly so she shouldn't even be working as a Case Manager, Customer Resolution Controls & Customer Outcomes.
Follow-up · The complaint was about a Wish Gift Card that was purchased fraudulently without my knowledge on Wednesday 10th September 2025 and the disputes team weren't very helpful. The refund was for $500. There was no resolution
Terrible service. This bank gives wrong information everywhere. There are two account types – ANZ Plus and ANZ – and it’s just confusing. I spent over 2 hours calling customer service, and every time someone picked up, they transferred me again. No… Read more
real help. The branch was permanently closed, even though it showed open online. I wasted so much time because of their failure to update details and give proper support. Total disaster.
Follow-up · The branch showed as open on Google Maps, but when I travelled there, it was actually closed. I then visited more than 3 different branches to get a CRN. One told me the next appointment was tomorrow, another said I should go to a different branch, and at third branch I waited over 90 minutes only to be told that a CRN was “not important” and I… Read more
Positive reviews
Like many other ANZ customers, I have been greatly disappointed with the rapid decline in ANZ's customer service in recent years. At times I have been made to feel like an unimportant nuisance by ANZ staff. With this in mind, I am very happy to report that the service that I have received from Santhosh Subramanium at the ANZ Ashmore City Branch… Read more
has been exemplary. His level of professionalism and work ethic has been head and shoulders above all others. I just hope that he doesn't get transferred to another branch.
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 !
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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.
Negative reviews
Be very careful of this bank. I am experiencing family violence and the bank does not warn you that the perpetrator can get your information. If you had a linked account your personal details are there for them to see. I couldn't work out how my details were getting out. Not to mention people claiming of freezing accounts. My partner has been… Read more
spending all our money and even with court documents they won't freeze our accounts. I would choose another bank if you want a bank that is ethical and has a duty of care.
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.
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.
Recent reviews
After 8 frustrating emails back and forth to ANZ regarding KYC updates, I eventually went to the Livingston Branch in Canning Vale and demanded to speak to the manager. The manager was called Deep and I have to say he not only calmed me down but also explained what I needed to bring into the branch as well as he spoke to the KYC department and… Read more
sorted everything out. I had an appointment with Deep 2 days later and within a short time, all my problems were solved. Deep was extremely helpful and had a good calm manner about him and assured me all would be well. If I had to rate my experience with him, I would give him a 5 out of 5.
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.
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
Anz bank really crazy and bad customer service. They don't give dame about customers. Paid my home loan in the year 2008 and paid discharge mortgage fees which is $320 but never released discharge paper until now 2026. I did not know about this until I took loan from CBA. CBA said that my property still under ANZ bank. I was so surprised and… Read more
want to charge extra fees but I kept all the papers from ANZ bank and discharge mortgage. It is nonsense by the bank and no service, staff attitude below the heel of the shoes. Be warn better check your discharge paper and get paper on the name
Be it the account opening or loan - this bank has somehow managed to hire the worst customer facing people - i think the board of directors should be fired for being so successful in creating the worst experience ever. Every time you interact with any of their employees professionalism, reason and courtesy seem to evaporate from the earth.
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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.
After the bad experienced from ANZ Modbury branch. I went to Kadina. Kadina branch is exceptional. Trudy was so helpful. NOT LIKE the Modbury branch. Kadina branch ,you're ROCK you deserved a medal. Modbury branch should close down. Unfriendly, unhelpful staff. Show details
I attended the Livingston branch in Canning Vale WA to apply for a credit card. The help that Sofia Rajan Bhavani gave, she went above and beyond in what was expected and everything went very smooth without any stress to me. Would definitely recommend and a great asset for the ANZ to have her. Thank you Lina
Have been a a long time customer and always served by the lovely Carol at the Roxburgh Park branch. She's very helpful and great at what she does . Highly recommend Show details
ANZ has officially become one of Australia's worst banks. They are closing down branches left and right, they are getting rid of teller machines in high tourist areas which isn't very smart, they do not care about the disabled and access to these services, can't deposit any funds unless you're willing to drive over 40mins to bank and 40mins back… Read more
or find a friend or family deposit into their account and then move it to yours. Don't waste time putting in complaints you will just get fed nonsense that makes no sense. They try to make up stories/lies about their customers without any understanding about the real issues going on. Am currently working on changing banks after 27years because I am over it with this bank. This isn't the first issue I have had with this bank; it has turned into ongoing issues.
Local branch claims to be open daily, in the real world it opens one day a week for half a day expecting anyone who needs to come in to take time off work or their day to make it. The atm in mansfield victoria is poorly maintained, not allowing deposits for months on end preventing you using your own money. Customer service tells you to visit the… Read more
next town 2 hours away to make a deposit. Customer Support its self picks and chooses when it will deal with you, one day they might decide to take 6 hours to reply and ask how you are or answer a question, then the next day someone can give you everything you need to know within one message and 5 minutes. They don't care about Customers sleeping on the street when they won't accept cash to send their brother for accommodation, ive never been so sickened by a service like this and its a bank of all things, disallowing me to use my own money beacuse they dont want to pay for staff let alone staff to maintain something as simple as an atm.
terrible teller, was extremely rude, she was just soo moody for some reason. came into the bank wanting to apply for a loan, left and will never come back this is the branch at eastgardens Show details
Worst bank ever. My pay was deposited 24th December and it still has not been processed in to my account. It's Christmas and they dont need to process my pay physically its all autonomous but they want to keep youre money as long as they can no other bank I've been with has ever done this to one of my pays it is wrong and proves they do not care… Read more
about an individual customer it makes me embarrassed to have been a customer ill be closing my account Monday.
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Karthi Bahee