Bank of Queensland

I have been a BoQ customer for over 25 years. 2 mortgages paid off, never in debt. Lots of assets and a good super Fund. Can I get a credit card as a retiree? No.... Forget this bank and NAB, their credit card supplier. Absolutely useless! Show details

Terrible customer service. Someone tried to access my account so it was locked....fair enough. But constant run around and false information since. Contacted them by phone, they told me to go into the branch. Got to the branch and was told the branch can't sort it. I just want to access my own money. Now more than a week of getting screwed around by them.

This bank has hopeless customer service. For almost two weeks I have been trying to make a large withdrawal, they just delay processing it. BOQ is fine for small transactions, do not entrust them with large sums, you will have trouble making a withdrawal.

With a perfect credit history and over 2 million in equity I approached BOQ regarding applying for an equity loan to purchase an apartment. Initially they seemed very professional. I am based overseas and they arranged a video call to confirm my… Read more

identity and we started the application process. This is when things fell apart quickly. Communication was sloppy, slow and completely disorganised. I was asked for the same documents on several ocassions after submitting information and then communication just stopped. Three weeks after submitting the last requested information I heard nothing. During that time of silence I contacted a broker and they secured the equity loan with another institution at a better rate and everything was approved and finalised within two weeks and I have the money. I would advise against using this Bank, they are seriously incompetent.

I have been a customer of BOQ for many years. But I’ve moved down to NSW and can no longer go into a branch. So I’m only able to contact them via Customer Service (which is an absolute joke). I’ve called them the past three days. Each day I was on… Read more

hold to speak to an agent well over an hour, today it was 1 hour 55 minutes. So I’ve hung up, without any resolution regarding my problem. I’m at my Witt’s end, so much so that they leave me no choice but to change banks. BOQ you are atrocious, it’s disgusting how little regard and respect you have for your customers.

Extremely disappointing experience with Bank of Queensland regarding credit reporting. The amount in question was less than $100 in arrears, yet it was reported to my credit file without any attempt to contact me by phone. My address had not been… Read more

updated correctly in their system, so I never received any mail about the issue either. Prior to this, my credit rating was impeccable. For something so small to be reported without reasonable attempts to contact me has had an unfair and unnecessary impact. After having millions of dollars in lending with Bank of Queensland over the years, I expected a far higher level of service and basic customer care. Instead, this was escalated over a very small amount without proper communication. As a result, I am now moving my loans elsewhere and will not be banking with Bank of Queensland again. I will also be pursuing this matter further to have the credit reporting reviewed and corrected. Kusha, their representative, was dismissive,and couldn't even contact me via phone to have a conversation. Disgusting!

Love the MyBOQ App. Simple and easy to use and navigate. Very happy with the competitive interest rate on my simple saver account.

Ian Zhou of the Macquarie BoQ Branch in Sydney reached out to me for term deposit instruction prior to maturity. He diligently followed up with (re)investment options, and made note of the best offer in my file so I could approach other branches with the same level of support. This inter-branch collaboration is beneficial to customers like… Read more ·  1

myself who have moved interstate, promising consistency and reliability of customer service nationwide.

A shout-out to Ian - an invaluable asset to BOQ. Thank you!

I have been a Licensee for nearly fourty years and have always handled all my banking personally at various Branches. The staff at the Bank of Queensland Morayfield Branch are without doubt the most efficient and genuinely friendly team I have ever dealt with. Nothing is ever too much trouble for them they consistently go above and beyond, often… Read more ·  1

taking the extra time to help resolve any issues we've faced. Their exceptional service is truly appreciated and I cannot recommend them highly enough. Michael Thorn

Beginning late 2023 I joined BOQ for their Platinum Credit Card and myBOQ savings and debit card accounts. At that time what prompted the change for me from my previous bank was the much better savings interest rate, and the points offering with the credit card which led to further benefits for me down the line. In the three years since joining,… Read more

my accounts and cards have essentially worked as you’d expect them to. I’ve had no issues with any fraud, card issues, or difficulty in navigating the app itself.

The standard usage of my BOQ accounts has been sound. And on one occasion where a merchant refused a valid refund of a sizeable amount circumventing my consumer protections, it was easy enough to lodge a transaction reversal with BOQ which resulted in successfully recouping those funds.

What has not worked well has been more high level account and account information handling.

The most impactful problem for me was when BOQ performed some sort of transition with their credit card accounts into one unified app and online banking account.

Previously, I needed two apps. One for the credit card, and another for my debit card and savings.

Unifying these accounts was an experience that left me with no actual account access for any of my BOQ products for quite frankly an unacceptably long period of time.

Somehow in unifying my information from both systems, my information and accounts were from my consumer view essentially deleted. And attempts to log in were either denied with the reason on my screen showing I did not exist. Or, I could log in to what appeared to be one single savings account with no funds or transaction history or records of any kind that indicated I had ever been a customer.

After this was rectified, I went on using the accounts and services per normal - though it took a more than reasonable amount of advocating on my own behalf that there actually was an issue before customer service properly fixed things.

Some months later, after consistent normal use of my banking and credit card, I’ve then faced a new problem. Somewhere along the way, Bank of Queensland had, without my knowledge, reverted my postal address to a previous address.

This issue only became obvious when both my cards due to expire at the same time had not been issued any replacements to my correct address.

And so I contacted their support team - and in the process of fixing this mistake I noticed several shortcomings.

The first obvious shortcoming is a customer’s personal information was overridden by a system integration.

Importing client or customer information from one system to another must come with safeguards and information validating. And it’s possible one or two accounts fell through the cracks, mine being one.

The second shortcoming was just the process of attempting to contact them to discuss this problem. Their menu options are not clear and somehow at the same time too specific. I’m not reporting a lost or stolen card, simply that mine hasn’t turned up because it’s clearly been sent to the wrong address.

So after fumbling through menus quite literally back and forth for a few minutes, I was told just to update the address in the app and then I was hastily transferred from the first rep to a new rep in the credit card team.

This credit card rep explained he would need to cancel both the sent (to the wrong address) credit card, and my current credit card that is with me that I still use. And I’d have no access by digital or physical cards until their own mistake is rectified and they send my card to the address they should never have changed. A 5-7 business day wait for the customer (me).

I was then handballed again to a new rep who at first seemed to have great difficulty finding my account, and then realised I had been sent to the wrong department and handballed me again to a new rep.

As with each rep, the new rep put me through an ID check process for a 5th time (at the very beginning I had a robot voice ID check me prior to the first rep doing the exact same ID check). And after this, this new 4th rep explained that I in fact did have my correct address as the postal address and I should wait till the end of the month.

I then had to explain that I was the one who had updated that address 10 minutes before being connected to her. And it seemed to be only me who understood that meant if a replacement card had been sent already, it’s en route to the wrong address.

So, after again being placed on hold I was again told both debit cards (current and sent) now had to be cancelled immediately in order to issue a new card to the correct address.

In this mess of confusion I found myself having to be both the customer and the customer support worker explaining what needed to be done next from an essentially a systems process in order to help me the consumer.

So in summary, I’m not sure how much faith I have in just the customer service team as a whole to actually deliver on the product offering, understand their own systems and business movements, and have some sort of understanding of the impact of the company’s movements or the company’s systems on a consumer level.

I can’t really say if I would recommend BOQ at this stage, and I certainly wouldn’t say they’re the best or worst at what they do.

What I would say to both BOQ and potential new customers is that their needs to be a much more refined focus on how their offerings work, their cross training between departments in those offerings so each rep knows *where* to get help or send the customer exactly, and how to understand the issue the customer is explaining to them and apply that scenario to the systems in front of them.

A consumer calling for help is already confused and concerned or frustrated especially when it comes to finances. So being greeted with a confusing menu lands the consumer with frustration in the wrong department and wastes the time of your customer service teams getting them to speak to the right person. And each team should definitely have a much wider understanding of all product offerings and the systems those offerings sit within in order to solve the whole problem that consumer is having and catch any gaps in resolving that concern.

I think with these system issues, they happen to most businesses. And they can be mitigated to an extent. But how your business moves to address those issues at a macro and micro level separates an ordinary consumer experience from a good consumer experience. And I think this should be a focus moving forward for BOQ.

I have no plans to move my banking right now. But if after some time it’s still frustrating and time consuming dealing with system issues that affect me as a consumer, I’d start to recommend to anyone asking me to look elsewhere and probably start looking elsewhere myself.

Absolutely hopeless. Been a customer for only two weeks and have had enough already. Card gets declined when using it for online shopping late at night and in the mornings. Totally unacceptable and unreliable banking. Have already opened an account elsewhere. Good riddance. Show details

Bank application was rejected and took almost a week to reply and they wouldn't tell me why, definitely won't try with this bank again, so frustrating they won't tell me why Show details

Horrible. No access to services outside of having to call them. Takes over an hour for them to pick up the phone despite repeatedly hearing “your estimated wait time is 2 minutes”. You can’t get any access to online banking if you just have a loan with them, so you have to call for every single enquiry. Horrible service. I would never deal with them again.

When having to break our term deposit we were initially told on our first visit to the BOQ Yeppoon branch that the cost would be approx $1000 but when returning two months later this had increased to nearly $3000. When questioned about the large increase we were then explained how the break fee works and shown a graft which had we been given this… Read more

information on our initial first visit we would have broken the term deposit that day. Due to the lack and misleading information given to us by the staff at BOQ Yeppoon our final break fee ended up at approx $3600 (another $850) if we had of known this on our second visit we wouldn’t have broken the term deposit at all!!!! The complaints department is a joke and the communication between both the local and head office is pathetic! Almost three months on have now offered us a $100 E Gift card but to get this you need to send back a notice to say that this is the end of your complaint - so you don’t go further! Never will bank with BOQ again!

I joined MyBOQ to try out the banking service. Initially all went well. Then on one day, I withdrew the limit via an ATM and was advised that my account was temporarily locked. I rang to ask for an explanation and was told that the relevant person was not available and would call me back. Hours later I was called by a rather officious person… Read more

who kept putting words in my mouth and I had to consistently contradict her. No explanation I provided was acceptable as they had a fixed view. Eventually the account was closed five days after I had asked for the account to be closed and funds returned. Here is the cute part. For a digital bank with no bricks and mortar, instead transferring funds to a suggested account, they provided a bank cheque by post which required a further 10 business days before it could be cashed. Their letter to me provided no explanation of their actions but I thought it strange that a bank "priding" itself on being digital should resort to returning funds by a paper bank cheque. I could not recommend this bank.

BOQ credit card. Stay away their service is terrible. You cannot get hold of anyone - There phone takes over 1.5 hours to get answered. Try get a replacement card - Thats taken over 6 weeks and I still havent received - What a joke!!!

MyBOQ online account was blocked and was told to contact 1300737 766 to unblock it. The call was answered quite promptly but I was told they had to contact head office to assist. Waited 30 minutes+, just to be told someone from head office will call me 1-3 day's time. I told the staff to pass it on that it was not good enough. Why could they give… Read more

instructions to say that right from the word go?

To increase the daily limit I had to answer all the security questions and then confirm why I was sending the money. The money was returned to my account after I had a receipt that it was paid out of my account.

I will consider depositing my accounts elsewhere - other banks that I have used do not behave like this.

Shame on you BOQ. Pathetic service.

No staff and won’t answer the phone. Waiting to get my account unlocked but will now close it instead. Useless online system that only allows you to raise limits for just a day. Constant system issues and upgrades. They will no longer accept bank cheques from other banks.Clearly they have no idea how to run a bank or a customer orientated… Read more

business. Terrible. Sack the ceo and board.

Update: credit where it’s due, I closed the account in 10 secs via the app.

Wanted $2000 out of the atm. Card declined. Used my wifes card got $1000 Went inside same branch as atm was at. Used my original declined card and it worked. Received $1000 over the counter Went shopping at Coles. At check out cards declined; not enough money in account. Went home checked online and found the atm machine had electronically made… Read more

a removal of $1000 We now have the two receipts for $2000 received; but nothing for the original atm request of $1000 The online viewing of my account and transactions shows two with paperwork and details and one with nothing but blanks and an extra $1000 removed from our account. So now we have wait until the matter is resoved and live on $250 or so for the next five days or however long it takes B of Q to resolve the matter. To add insult to injury it took 1 HOUR to get through to an operator to speak about this matter. I was tortured by having to listen to an endless dirge of music and repeat messages about you are moving up the queue. To add insult to injury you then ask me to make an honest report of how I found your service. WHAT SERVICE ARE YOU TALKING ABOUT? Also the lady teller inside the branch showed very little interest in the problem beyond asking if I had used the card before on that day. And then when I eventually spoke to a helpful operator there were problems communicating because english was not her first language. Why is B of Q inflicting this sort of procedure onto it's long suffering customer base? I find having to wait 1 hour intolerable. Is this a good enough standard B of Q or do you consider it to be a reasonable way to treat your customers?

Currently on hold for 1 hour and 30 minutes. They blocked my card for no reason and I have a business. I would highly recommend not using boq. If you need customer service do not use this bank.

Very bad banking system – BOQ's internet service makes me feel like I'm living in the year 2000, it's so inconvenient and unpleasant. Need to go to the branch for every small items, no transactions on Saturday and Sunday, the worst banking system. Employees at the bank are not eager to assist; instead, they are attempting to sway consumers; even for little issues, they will advise you to contact your broker or to do so. A very amateurish financial system. Show details

Stay away from this bank. Do not go near it. Two weeks ago I discovered that my BOQ debit card had expired. Unlike my other bank accounts with other banks, a replacement card had not been automatically generated and sent out. I rang the bank and after waiting 1 hour to speak to someone, I got the usual apologies and told that one would be sent… Read more

out within 5 to 10 working days.

Two weeks later, nothing. I rang the bank, this time I got through reasonably quickly. After identifying myself whilst waiting to speak to someone, I was immediately asked to repeat all the same details. I explained what had happened 2 weeks ago and that I was still waiting for my new card. I was put on hold, half an hour later I gave up and hung up.

To my surprise, a short while later I received a call back from the bank. I was told that the original card had not been sent and that I will need to wait another 5 to 10 working days for the next card.

My suggestion for anyone considering dealing with the Bank of Queensland is don’t. Look elsewhere, there must be better alternatives.

Update: We went into Cockburn branch and they fixed and explained everything within 15 minutes (Midland, you need to train your staff better). We still wish we paid the fee to go with ING for our mortgage, but it's too late now. I've changed my rating from 1⭐️ to 3 ⭐️ We consolidated our mortgage with BOQ instead of ING and we truly regret it.… Read more

Our offset account was not done at the same time, as we requested and we are later told we needed to go into branch. We go in and they can't do it without an appointment. They cannot even give the documentation to be pre-filled and brought back in to sign. On top of that our mortgage is apparently in arrears, even though the direct debit is controlled by BOQ themselves (and we make extra payments fortnightly)!!! I now need to go in EVERY TIME there is a rate increase, to make sure they have increased it. How does that work?

Oh and apparently our account doesn't exist if we try to log in through the portal and no one knows what's truly going on or how to fix it.

I transfer money from my BOQ account to anz ! The money didn’t turn up, called BOQ they said because it’s over $5k it takes 1-3 business days to be sent. Wth they hang onto your money for that time make money off it and don’t disclose this ! Closing my account down immediately Show details