Bank of Melbourne Online

The whole bank has turned into a nightmare in 5 years. As the name suggests they used to have heaps of branches in Melbourne. They've closed all of those down but at the same time "simplified" their phone options to the point it is unusable. The only way to achieve anything now is to either walk into their one functioning branch (with a 30 min… Read more

wait time) in the city or try chatting to a bot on the app. Needless to say all of what they have done in the last 5 years reduced their administrative burden and placed that squarely on the customer. If you value your own time you shouldn't bank with these folks. I have moved my mortgages, company and personal accounts over to ANZ and I am pretty happy.

I shouldn’t need to spend an hour unsuccessfully looking for a past deposit into my account, which I know was indeed deposited. Unfortunately, the deposit was just beyond nine months so it doesn’t show up. This is very bad indeed. I shouldn’t have to ring up the bank, wait on the line and, if I’m lucky enough to speak to someone, to prove my… Read more

identity just to have a deposit confirmed by them. Taking also into account that they have closed pretty much all the banks near where I live, this bank has just gone completely down the toilet.

Left me stranded overseas with no access to my money. This could easily happen to you too, have been with St George and then the bank of Melbourne which are both owned by Westpac since I was a teenager. I’m going to close all of my accounts and I… Read more

will never bank with them again. I went to pay for lunch overseas and found that neither my debt nor my credit cards worked. Had I not been with my daughter, I would’ve been in real trouble. I had to ring them three times and when I finally got through to someone who could help me, it turned out that they sent me an email six months ago to verify some information- which I naturally thought with spam, because I could not believe they would send a link through in an email to verify identity.. They did not bother to follow up in six months via email let alone by phone. This is a bank who called me when they were exposed for supporting a massive paedophile ring, and asked me to continue banking with them. Which I did because the branch manager had called me personally, and I realised that Westpac just made a mistake. However, I cannot imagine the scenario if this had happened to an elderly person. They might have caused them to have a heart attack and that would be on the bank. Do not bank with Westpac or any of their affiliated banks- they do not care about their customers at all. Appalling behaviour.

Update, I;ve been interacting with bank of melbourne lately and the response time on calls is now good. Increasing to four stars as the mortgage I have is a good rate impossible to contact, i just got told the wait time is 30 minutes, this is the best I've had in the last 3 attempts to call them. im abandoning this call and will try again… Read more

tomorrow

New post. Interest rates dropped, other banks were immediate, bank of melbourne putting it off til later in the month

Also bom interest rates are uncompetitive per se

Very surprising - great customer service from BoMelb – It’s very hard to give a bank a positive review… they take so much of your hard earned salary and file it towards loan interest payments! BUT, I feel it’s only fair to call out the positive customer service I’ve recently received from BoMelb. They called ME on a Saturday and followed up twice. After some to’ing and frow’ing they took responsibility for a loan error and duly righted the issue. Never have I had this experience with other banks. Show details

Perfect banking experience – BOM are so much ahead of other banks from online banking perspective and the customer service is immaculate. I never thought I'd say this about a bank but absolutely love them. Show details

Ringing their contact number, putting in login details as requested on their recordings results in link to an App I do not have & will not be downloading. Their number disconnects you after advising to use their app. Show details

As others I have also had a really poor experience with this bank. Allowed me to open bank accounts via their app, allowed me to transfer money into those accounts only to discover those accounts are locked to transfer money out!! Essentially cut me off from my own money. 30 minutes on hold to discover I need to speak to a different team which has… Read more

a new number that I have to call. A further hour on hold and I still haven’t got through. I’m sure it will be sorted eventually but to me unacceptable to lock you off from your own money. Don’t allow people to transfer money in if you can’t transfer out!

Transferring from other banks takes too long. Other inter-bank's transfers are very quick, arriving within the same day, however with BoM it is frustrating to wait for the transfers to show up in your account.. Show details

Absolutely shocking online navigation and their phone banking is atrocious as well. They have links to forms that don’t exist (I got an error) and the phone banking only has automated services so you never speak to a human. They asked for a copy of my closed loan statement which after I sent they also then said ‘we aren’t convinced you’ve closed… Read more

your home loan so can you get a letter from Macquarie bank?’ Which is rubbish. Then trying to close my accounts has been another hurdle. If I could give them zero stars I would.

Terrible service and customer service. My fixed rate was ending, so on the banking App it offered new fixed rates with minimum information. I signed up for the new fixed rate and waiting for the terms and conditions of the new contract we have with Bank of Melbourne, which we never received. Requested bank to send the terms and conditions but it… Read more

says it can't and refers me to its' website to look at the home loan terms and conditions, which has many options and I don't know which one applies to me. It almost 45minutes and i am still on hold with it. Extremely poor service.

I owed money on my credit card every month, I tried for ages to try and speak to someone on the phone. All that would happen, the phone call would get ended, with voice telling me to go to my app and go online. I would get a link , yeah didn't help me. The problem is I need to speak to them to be able to access it as the damn site even tells me I… Read more

need to speak to them. My gripe. HAVE REAL PEOPLE ANSWER OUR PHONE CALLS and STOP ENDING OUR CALLS. YOU WANT OUR BUSINESS, TREAT US WITH RESPECT and be grateful you have a few customers left.

If i could give this review zero stars then i would. By far, without a doubt the worst bank ive ever had to deal with in my life. I got a loan through bank of melbourne. I needed to speak to a person on the phone to help sort my online banking this proved extremely difficult to get an actual person on the phone. The bank phone options just kept… Read more

sending me in circles or would just hang up on me when i had gone to the end of the prompted from options. Once i got on the phone to a person they could not help me and quite frankly, had no idea what they were talking about. I finally got onto complaints department who fixed the issue in 2 minutes for online banking. I then asked to get a bank card for the account that was open when i got the loan, they proceeded to tell me that i would need to go in person to a branch in order to get a card?! I expressed that i am over 4 hours away round trip to their closest branch so is there another way, she told me that they could send a rural application pack in the mail and i could fill it out and send it back. Its now been over 6 months and i still havnt received it nor can i access my online banking any longer. Ive given up trying to access the money as i cannot get onto anyone easily on the phone. This bank needs to change its policies. Never have i ever heard of a bank needing you to go into a branch to apply for a card for an account that is already opened and approved. Do better Bank of Melbourne. You need to pick up on your customer service, make it easier to talk to an actual person and change the rule where i have to go into a branch to get a card. Ridiculous! Australia is a big country, a lot of us live rural! We cant just drive all the way to a city for a card that could simply be sent in the mail like all other banks.

I've been banking with Bank of Melbourne for nearly 15 years. And initially I loved it. Back in the day the staff at the Northland Branch was lovely! Competent and helpful. Later on I was attending the branch in Collingwood and had a hick-up about a mortgage. But that was dealt with properly. We received a formal apology and a good offer to make… Read more

up fir their mistake. But oh man it has changed! I would strongly advice any person, especially if you live rural/remote to stay away from them. Back at the end of March I wanted to purchase a Virgin Australia flight. I was gonna payID it as it needed to be paid quickly to get the low price. However, the customer identification number (for Virgin, not for me) didn't come through. So I requested it a couple of times, maybe four times, which resulted in me being logged out of my online banking. I was able to purchase the tickets with my debit card, paying extra. Given that I was living in regional Victoria, planning the move to Alice Springs, I wasn't able to go to a branch. After a couple of days I called phone banking, trying to get back into my account. it was not possible as they were not able to identify me based on the answers I gave. However, they told me I could go into a branch or call again. As many times as I wanted. I did tell them that there was no Bank of Melbourne where I was and they repeated that I should call again. And so I did! Well their questions were about my balance (what did I know, I couldn't see if I got paid, my insurance fee had come out or if I got scammed, I had no access) or my address (did I change it already to Alice Springs or not, pretty sure but maybe not???) or they asked me about my account types (well I had a complete freedom saver account but the bank changed that to a concession account after I had lost my job, under which of the two of them was it listen now as I was about to start a new job? Well, questions are ot allowed you can only answer their specific questions and if the answer is not right the computer says no, even if you can tell them what you bought with the card, which ATM was last used, what ongoing payments are coming out, what have been the different addresses or other accounts linked in the past,.... Doesn't count! What if the person on the phone understood me wrong and spelled my name wrong? My bad as well? So after numerous attempts without any luck a friend told me that I could go to a Westpac Branch to identify myself, mind you this information came from a friend and not a Bank of Melbourne employee, it was news to me even thought I had spoken to many of their employees. Hence, I tried that as well. Only the staff at the Westpac branch was not aware that they could do so.... Eventually, the manager intervened and said they could and they did. However, it didn't change anything. I was still unable to access my accounts. So back to the phone. Just that by now I was completely locked out of my account. So the Bank of Melbourne staff could no longer access my accounts either! And the suggestion? Come in to a branch! In Alice Springs??? Well, at least at this stage (today, so 2 months after having been locked out) I was told that I could go to a Westpac Branch. However, I need to call Bank of Melbourne from the Westpac Branch (this detail was unknown to me until today) to be identified.... Well I work until 4:21pm and the Westpac Branch closes at 4pm. So I need to take some time off work to go there and try to sort this, finally out! It is tricky to even get a person on the phone with Bank of Melbourne. Tonight it took four attempts, we shall see if the Wespac Crew is happy to wait until someone answers my call... What I find sad is that I have been a loyal long-term client of bank of Melbourne. Not with a big bag of money but loyal over many years. I have lodged two complaints in these two months, I have explained over the phone that I am completely stranded without being able to transfer money and having access to my accounts, I have explained what the reality of regional living is but there hass been 0 reaction or answer form Bank of Melbourne, nothing. If I wouldn't have a partner who was able to support me in the last two months I don't know what I would have done. I find it shameful and disrespectful of the rural and remote communities! All I want now is to close my accounts. But that's not possibel until i have access to them again. So if you're not in Melbourne, close to a branch, keep your hands off this bank, they won't care about you. Cheers! M.

While I’m grateful that Bank of Melbourne offered a competitive mortgage rate, the online banking experience is extremely disappointing and outdated. The platform lacks even the most basic functionality. For instance, something as simple as changing a direct debit still requires a phone call. The user interface is clunky, and the overall… Read more

usability is far behind what most other banks offer today.

It’s surprising that in 2025, a major bank still hasn’t modernised its digital services. Online banking should be convenient, efficient, and fully functional — unfortunately, that’s not the case here.

I sincerely hope Bank of Melbourne invests in upgrading its systems and digital experience soon. It’s long overdue.

Is it even possible to get a human on the phone. Tried two 13 numbers, called a branch directly and even tried the online chat, all dead ends. All I'm trying to do is find out why my auto top up payments to Linkt are being blocked. Maybe time to find another bank. Show details

You simply cannot call these people. Especially when the verification pin number is wrong. Phoned the branch in another loc. goes to voice mail, then no response, no one replies. The whole system is screwed. The phone cuts off, says go to app. The app cannot be done because the pin is wrong - and customer service replies by email or normal… Read more

mail and can take 24-48 hours. They never replied. I simply have no words for this having been locked out of my account, unable to get in, unable to contact anyone, cant go to a branch and my local branch closed down. Crazy bank, absolutely - wth are they thinking.

After nearly eight years as a customer, my online banking was inexplicably locked. Customer service repeatedly failed to verify my identity, demanding obscure details like my exact credit card balance at the time of the lockout or precise app usage history. Their inflexible questioning, combined with the inability to reach a branch on weekends, has driven me to switch banking. Show details

I am writing to formally express my dissatisfaction with the handling of my recent inquiry and the subsequent complaint that was lodged under Ref ID CS10788098. I want to make it clear that I did not initiate this complaint—Bank of Melbourne lodged it without my consent. The entire process has been frustrating, time-consuming, and poorly managed,… Read more

leaving me with unanswered questions and a lack of confidence in your customer service and complaints handling process.

This issue began when I contacted the Investment Only team multiple times regarding my loan inquiry. An appointment was arranged, but I was called at a time that was not mutually agreed upon. I then received an email stating that I had "missed the appointment," which was incorrect. Due to this miscommunication, I raised a formal complaint via phone and the mobile app, as I found this to be unprofessional and unacceptable.

After several attempts to reach the right department, I finally managed to speak with the Investment Only team. I was then advised that my request had to be submitted via email, which led to an email exchange where I was sent a form to complete. Upon reviewing the form, I found that the questions were vague, and when I called for clarification, the staff member I spoke with seemed uncertain about how the form should be filled out. Nonetheless, I completed the form to the best of my ability and submitted it.

As the process progressed, I was told that my home loan had been classified as an investment loan and that I needed to switch it. This did not sound right to me, so I contacted the bank again and was eventually able to confirm that my home loan was, in fact, a Principal & Interest (P&I) home loan. The fact that an employee handling financial matters could make such a significant error is extremely concerning.

Following this, I was informed that I did not qualify to extend my interest-only term. When I asked for an explanation and requested calculations, (this was to verify whether I had filled out the form correctly), my request was dismissed, and I was repeatedly redirected to unrelated discussions. I asked the staff member to stop redirecting me and to provide a clear answer, but another employee simply responded that I had already been advised that I did not meet the criteria—without providing any information on what those criteria actually were. When I followed up for further clarification, I received no response.

To my surprise, I then received an automated email stating that a complaint had been lodged on my behalf, which I had not authorized. The complaint was processed without my input, and I was not contacted for further clarification before an outcome was determined. When I finally received a response, it was unsatisfactory and did not appear to address my concerns in a meaningful way.

The handling of this situation has been highly disappointing. First, the lack of basic knowledge regarding loan types among staff members is unacceptable. Second, the failure to provide clear and transparent service—including calculations that should have been readily available—has resulted in unnecessary confusion and frustration. Finally, the way my complaint was handled, without my consent or proper engagement, reflects poorly on your internal processes.

Given these issues, I request the following:

A clear and detailed explanation of why I do not qualify for an interest-only extension, including the calculations used in the decision. A review of the misclassification of my loan and an explanation of how such an error occurred. Clarification on what was documented in the complaint that was lodged without my consent. Assurance that improvements will be made to your customer service and complaints handling procedures to prevent similar issues in the future. I expect a formal response addressing these concerns. If this matter is not resolved satisfactorily, I may escalate my complaint to the Australian Financial Complaints Authority (AFCA). I would appreciate a prompt response and look forward to your clarification.

Sincerely

Unable to contact bank – I received an email from this bank to tell me that one of their customers had refunded money for a product from the customers company. The email told me the person's name and that the money would be in my bank account in ~ 2days. Never arrived & calls to the bank were ended as the automated system doesn't cater for non bank customers. Rang West… Read more

pac, explained situation...told they could not help me due to customer privacy..bit of a joke as they sent me the email. I'm really glad I'm.not a customer

Worst bank to deal with – Tried to talk to a person on the phone. Took 7 calls using different options to finally get someone. Just for that person to say they don't want to help me. Told me to go into a branch. The closest Branch to me is a 5hr drive one way. She did not care and told me that was the only way i could sort out the card issue, then she hung up the phone.

terrible automated customer service – Used to be great customer service, been with this bank since I was 15, now 25 (10 years). I'm closing my account due to automated phone and chat systems that make the service impossible to use. I can't find a branch near me anymore, apart from in the CBD which is very inefficient (if there is a location closer, I'm unable to find it, and every… Read more

time I call to ask I'm directed to an automated system. It is a garbage service).

I've had great experiences with BOM customer service on the past, so long as I'm directed to an actual person. These days getting an actual person is a rarity, and it has greatly diminished the service to the point where I will not be using BOM anymore and will be closing my account.

Avoid BoM - they will just waste your time – I applied for a credit card; they email asking for more information, so you login to their secure portal. The messages aren't clear what they want; they ask for info you have already provided, so you have to phone them. This went in circles 5-6 times over a period of 30 days. I've had other cards approved in 3-4 days. Avoid the Bank of Melbourne, they are a bunch of amateurs.

Inattentive and wrong understanding has dire consequences for us – The customer service people on the phone were not really 100% attentive...as they repeated something not on our files. Then having to explain everything again, and again because they clearly hadn't read the details on our files. Have had a mortgage with this bank for 18 years ... never missed a payment and now own home outright with an investment… Read more

property that is an Airbnb. Requested a mortgage increase of 10% to update investment property, and they wouldn't. They ignored Airbnb income ($24k pa) and hence would not allow. Now will take mortgage to another provider...like Bendigo.

Bank of Melbourne the worst business bank ever – Quite frankly one star is over generous. This is the worst bank ever in the history of the world. Every dealing with them elevates my blood pressure. Phone customer support can't do anything so directs you to a branch (what branch? they are mainly shut). You go to branch who then directs you back to phone call centre. It is laughable. I arranged a… Read more

meeting with a business banker who then claimed it was not booked when I visited a branch. I then left only for her to call me and say I had a meeting! It is laughable. We are in the process of changing banks and I suggest everyone to do the same.