Australian Mutual Bank

After spending an hour on hold to discuss why my account had been suddenly blocked, I was advised I would receive a callback from the fraud team maybe later today or tomorrow. I had only recently opened the account and had made no transactions. I was unsatisfied with this response, so I requested to close my account. I was transferred through to… Read more

the cards team (waited on hold again) and then was advised they were unable to close my account unless I completed and returned a form.

I explained due to complex health reasons that I was unable to do this. I was told “this is the process.” I requested to speak to a supervisor. This was denied. I was then placed on a hold and the person I was speaking to came back to advise that I would definitely need to complete and return the form.

It was then pointed out to me that I had verified my ID earlier today (which I did with substantial support). I then asked whether assumptions were being made about my capacity to which I advised there was not. Why mention it at all then?

She then asked whether I can fill in the form, when I had clearly stated earlier that I could not. I again told her no, I cannot.

I was then advised again that I would be placed on hold.

After waiting on hold for another 30 minutes or so I eventually ended the call.

Why are alternate closure processes not supported by this bank for people who need it? Why are assumptions made about people’s capacity?

I was humiliated by this whole process and I have since changed banks.

I have seen responses to other negative feedback here and if you provide contact information for me to follow up with, I want to say in advance I will not be contacting you. I have wasted enough time and energy on trying to do something that should be a simple process and I have been distressed by this whole process.

I have been a customer of Australian Mutual Bank for a few years now and I was generally happy with them - responsive personal assistance, short wait times on the phone etc. However, it's all gone to pot. Specifically: 1. They have highly confusing member number and bank account numbers... ... particularly if you have a business account. You get… Read more

given a member number, then another member number for each business account THEN you get given an account number for each account (fair enough), then, if you set up sub accounts, you get weird and wonderful sub account numbers who nomenclature does not makes any sense at all. Then on internet banking you they have unlabelled numbers floating around everywhere - you don't know if you're looking at a member number or an account number. There is a high risk of quoting a member number when sending payments rather than account numbers. This all came to light upon the merger with the Teachers' Union, which appears to have thrown everything into disarray - you get multiple emails saying "Your new member number: 641xxxxx is now in effect. Please use this from now on when logging into Internet Banking and the Mobile App." But when you try to use that to login, it does not work? No. You have to use a separate member number just to log in. The genius who thought it would be a good idea to have multiple member numbers should be shot or at least sacked.

2. Hopeless technology used by the phone jockeys leads to ENORMOUS wait times.

I've just got off the phone for the second time, total of 48 minutes, during which time five - count them - five different customer service officers could not even authenticate me: Nothing to do with my credentials but everything to do with their fragile internal software that keeps failing mid-call: "Sorry sir, my screen has just frozen.", "I'm really sorry, I have to log in again", "I've just sent you a one time pass word via text, let me know when you get it." [Doesn't come 'til five minutes later, by which time it's too late]. "Sorry sir, my system won't let me help you right now, I'll have to put you through to another team who can help you." [Cue another 12 minute wait.]

All this JUST TO LOG INTO INTERNET BANKING.

Finally, the last woman told me about the multiple member numbers, apologised for the misleading and confusing emails. None of which would have required authentication anyway.

While I was waiting on the phone, I was researching new banks to go to.

I didn't have this experience before the merger and I fear it's now a permanent state of affairs.

If this sort of garbage happens again, I'm gone.

Been a member since the Prospect Credit Union days 2005. Typically it's been a no fuss relationship a few hiccups along the way but they were helpful and even on a few occasions they were proactive, calling within minutes when a large overseas payment actually arrived. Calling when a payment likely for me could not identify the ultimate… Read more

beneficiary.

The merger has changed my perspective. Pensions successfully working for years stopped dead in their tracks.

When the Stronger together booklet was sent I contacted the helpline to clarify that "banking arrangements that will be automatically migrated for you (such as your existing cards, electronic payments, direct debits and direct credits)" covered the overseas inward payments and was told that the migration would convert them.

As soon as I was sure that the payments were overdue. I contacted the help-line. I was told that I had to get the payers to make changes. I clearly indicated that I was not happy as I had asked about this and perhaps could have prevented the cessation of the pensions.

Customer care(sic) phoned. The priorities clear, the major concern was in trying to establish the person that had said no changes needed. This is where the attitude toward the customer becomes clear. A head to roll was being sought for saying that the migration would automatically handle the conversion of the payments. However, not only does the sentence (actually there are more sentences along those lines in the booklet) imply that. The booklet supports that no changes required. The title is about what changes need to be made and there is nothing within the booklet saying that such payments need to be changed.

When the subject changed to the pensions being stopped continual interruptions to make an excuse as to whatever was said was not a failing of the merger. Apology only came when it was suggested that this would be the minimum that any caring entity would undertake. As for correcting the failing, apparently impossible that the mountain of reserves could be tapped into to put the anecdotal food on the table.

No longer is it about the customer it's all about internals.

My understanding is that Australian Mutual Bank (along with many if not all customer owned banks) say the have a code of practice; 7 points that they say they will adhere to.

1. We will deliver banking services in the interests of our customers. It is not in the interest, in any whatsoever, that I, and other customers who rely upon overseas inwards payments, such as pensions, are deprived of that income. At the minimum to meet the code payments should be covered by the reserves as the payments are not happening due to the failings of AMB not the customers.

2. We will obey the law. This debatable as the law is quite encompassing.

3. We will not mislead or deceive. As above the booklet, irrespective of what the help-line said. It either omitted what was needed to be done or what it said what would be done was not done.

4. We will act honestly and fairly. Was the booklet honest in saying that electronic payments would be converted? The evidence clearly indicates that they were not. Undoubtedly it is not fair that I or others should not receive payments due.

6. We will offer products and services that are fit for general purpose. Without doubt the expansion of the service, the merger, was not fit. Again payments made into accounts for years ceased.

7. We will contribute to our community. I find it hard to understand how customers being denied their ongoing income is beneficial to the community. Without food on the table then eventually the community is reduced.

The merger has resulted in many having any benefit wiped out and AMB appear to not give one iota of concern.

Hi Five for acknowledgment & response. However, I recently tried to refinance mortgage for the special fixed rate of 4.74% (investment) I doubt any one managed to win this deal. I doubt this offer really has been offered to anyone. I wonder this deal is just to make this bank more attractive to customers? Quite frustrating. Show details

Very personal and straightforward process with Australian Mutual, as usual. Tori called me and discussed in person what my loan needs were and we had direct personal phone and email contact throughout. She went above and beyond to help, and process was smooth, simple and clear. 100% happy to recommend. Note that I am an Australian Mutual member… Read more

and account holder for my daily banking, so this may have facilitated the process more than for a non-member, but I would also be happy to reccomend their daily banking services as they are a certified B corporation with a strong ethical investment policy, ecological and community commitment, and are fully member owned. Daily banking services are simple, easy to use (even the app, which I normally struggle with on smartphones), an excellent web based banking service and easy to reach contact centre, with no charge for a basic current account with visa debit card.

I honestly cannot thank Chetna Vikash enough for all her help throughout my loan process. From the very first phone call right through to final approval, she guided me through every step and made the whole experience feel easy and stress-free. She kept me updated the entire way, always followed up promptly, and was genuinely proactive in making… Read more

sure everything kept moving. No question ever felt like a hassle and I always felt like she actually cared about getting the best outcome for me to which she did in the tight timeframe I had.

Josette at AMB is very good, very quick efficent refinancing under time pressure. The app experience is clean and overall banking experience very pleasent and transparent. Thank you Josette

The moment they merged with Teachers Mutual Bank everything turned to trash. Locked out of all our accounts and wouldn't accept our proof of ID/details over the phone because we didn't know exactly how much money was in each of our accounts (hard to know when you are locked out) and what year we joined. Asked for a supervisor to resolve and was… Read more

told they had over 600 callbacks to do and couldn't help me and sent a proof of ID form to fill out. After 30 odd years of being a customer via multiple mergers etc and now feeling like just a number and not a member as they claim. I will be taking all of my business elsewhere ASAP

We were not happy with our loan application process with Australian Mutual Bank. Our car loan was denied as we were self employed and they wouldn't accept any further evidence to show we earn our income from the profits of our business. Not only were we denied when we could well and truly service the loan, but the entire process took almost 3… Read more

weeks when they said 24-48 hours! Each step they asked for documentation that we had already provided, and then we didn't hear back for another 3-4 days, then again for more documentation and repeat. They could have just said from the get-go that they don't service self-employed applicants. Waste of our time and now we have to start again somewhere else. Not happy.

I opened an account nearly two years back and chose the Mutual Bank as I agree with their ethos and the idea of using a smaller local and not one of the big four. They have always been friendly and helpful. But of concern is possible security lapses. I had unauthorised deductions from my account by obvious fraud by who knows (Note: NOT by the… Read more

bank themselves). In all my 57 years, I have never encountered this and it was to happen twice within a six month period. Through AMB’s help I was able to retrieve all of the funds. I suspect due to their size and logistics, the AMB are unable to safeguard deposits as bigger banks do. This is a pity because, I do agree with smaller community banks like AMB. Unfortunately, I have had to return to one of the big four mainly for peace of mind.

Very good refinance experience with Josette. She was knowledgeable and helpful along every step of the way, and has a very personable manner. She managed to get everything across the line by the rate lock deadline which I’m very happy about. Thanks again Josette!

Just renewed our loan with AMB, given they had good interest rates in this troubled climate; and I have to say that our loan supervisor Tori, was phenomenal! She helped us work out what we needed, told us up front what documents that needed to be provided (instead of asking for bits and pieces along a two week period) and then helped put it all… Read more

through in a really timely matter. My husband and I have banked with AMB for 16+ years, and Tori has to be one of the most helpful, friendly, hard working people we've come across. I'd recommend AMB and highly recommend Tori.

Very helpful customer relations. I had some initial difficulty meeting the paperwork for the lending requirements, but the credit specialist Jaimee B. helped me through it and everything worked out suitably. Excellent communication. Great value compare to the big four. Definitely worth it from my experience. Show details

Richard’s support was exceptional. He handled everything with professionalism, clarity, and prompt communication. I highly recommend him for his reliable and helpful approach. Show details

Our refinance experience with Australian Mutual Bank couldn’t be any better. Josette was super efficient and diligent at every turn. The process was seemless. If you are after a highly personalised experience with great offerings, highly recommended. Show details

I have been a customer of Australia Mutual Bank way back to when it was called Prospect Credit Union with a good many dealings. Always professional, helpful and due diligence. You are treated more like family than anything else and the customer service is second to none. Thank you. Show details

I dont often apply for Loans, but over the long time i have been with the credit Union, now the Bank, whatever i have applied for, always received excellent Service. My latest unsecured loan for my youngest sons first real car, Tori @ Campbelltown branch executed first class service all the way through the application process. Just terrific service. Show details

I applied for a home loan with Australian Mutual Bank, and my situation was not straightforward as this was my first time navigating the home loan process. I had many questions and needed clear guidance at each stage. Karen Letherbarrow, Branch Manager, was exceptional throughout the entire process. She communicated clearly, followed up… Read more

consistently, and ensured timely resolution of every matter. She took the time to explain each step in a way that was easy to understand and made sure I had all the necessary information to make informed decisions.

I am very grateful for Karen’s professionalism, patience, and commitment to supporting me through what could have been a stressful process. I sincerely appreciate the level of care and attention provided.

I highly recommend Australian Mutual Bank, and in particular Karen Letherbarrow, for her outstanding service and support.

Melani and her team at Australian Mutual Bank were awesome to deal with when securing a loan for a new car. Whilst the process was a little on the slow side, it was due to being very thorough and well tailored to suit me. Interest rates and service that no other bank could beat. Show details

could not be more satisfied with the expertise and friendly nature of your employee. She knew what she was talking about and gave me advise i did not know about. I have been with this bank since 1972. Show details

We have banked with Australian Mutual Bank for many years. Whilst we have no branches open anywhere near us we can always ring and get help on any matter. We are very pleased with this Bank.

I must say, I am amazed at the service I recieved from Pauline at AMB! We joined back in June of 2025 and have been in the process of refinancing our properties. It has taken well over 6 months, however that was not AMB's fault and I am grateful for their patience with us, it was due to changes in our situation that continually prolonged the… Read more

process, but finally it happened and we couldnt be happier. We are looking forward to a long and prosperous partnership! Thankyou Pauline!

Awesome experience! I just refinanced two of my properties and spoke with Shereen who provided the best service. Each time I called I spoke with her and she kept me updated throughout the whole loan process. It really helped with the communication as I did not have to explain myself to someone new each time I called. The loan process itself… Read more

was simple and fast - really happy with the service and will definitely recommend to friends and family!

Parveen Singh from Bankstown branch has been helping me with my home loan account challenges. She has been super helpful in all aspects from answering my 100 questions :) which could be found online if i search properly to getting my query checked with their head office. I would rate AMB and Parveen 10/10 Show details

Applied for a car loan with Australian Mutual Bank and highly recommend them. Rates are very good and as advertised unlike many competitors who advertise a rate no one qualifies for. It was refreshing to get an old school more personal customer service experience rather than AI. Michele was great to deal with, very helpful and made the process of getting car finance easy and stress free. Show details

I’ve been with the mutual bank for decades when it was a credit union. It is always, and I mean that-always, a pleasure to communicate with the staff. Honestly fantastic customer service. Show details