Heritage Bank

withdrew partial superannuation funds deposited into my heritage acct. 1 week ago. i live in surfers GC qld now only 2 branches open . nearest one 39 min drive from my home. i wanted to withdraw $5000 plus from my acct prev u could make an appt at branch for larger limit one off$$$ withdrawals or adjust yr daily limit . upon calling Heritage… Read more

robina i was informed that i coukd only withdraw $2000 direct from their branch as staff were informed to let customers know there was a $2000 daily limit for withdrawals for the next week due to difficulties experienced currently re cash flow exchanges. what the . was informed unsure how long limitations would be imposed by Heritage. i advised staff was not happy as my super funds, my money transferred into my heritage bank. was advised there are many scams money laundering & other issues in today's society & banks are trying to protect customers. i advised them that my super fund was a large reputable organisation & money transfer was approved & accepted by Heritage from my own personal acct. was advised that if situation changes i may be asked to submit info form with reasons for withdr or copy invoice of money owing. i advised them that would not be acceptable as invasion into my privacy info. was told that i did not have to provide info if i didn't wish to. i told customer service agent that i would now use internet banking transfer full super moneys from heritage acct into another credit union as i was not happy with their service .

Branches??? What branches? Closing them constantly and don't even inform their locals they are closing. Can no longer get hold of an actual person to speak to. Tried to book a home loan appointment and they couldn't even answer simple questions or book us in at a branch. No longer people first.

They used to be great when I signed up 13 years ago. Over the past 12 months they have been awful to deal with. ‘People First’ should be removed from their branding as it’s misleading advertising. Gatekeeping, unable to get money out because of their ‘policy first’ (which is what should actually be on their branding) approach meant I wasn’t able… Read more

to withdraw cash from a rolling monthly term deposit when it was really needed.

I’d missed the window by a couple of days, the customer service rep couldn’t do anything and the person with authority wrote off the request as ‘not our policy’ without even speaking to me - which is now causing me a whole cascade of problems that could have been avoided if they’d actually held up their ‘people first’ promise. But they broke it.

Not good enough. I’m now in the process of removing myself from their services. 13 years of customer loyalty flushed down the toilet because of a brush off.

Forgot my online password and was locked out of my online account. You have to ring them for a reset and wait in the queue. No other option. Then I was asked for my last 5 transactions. Seriously, who can remember. I asked for another method and they used my secret questions. Time consuming and very old fashioned

The Heritage Bank used to be very good especially in the branches. Not any more. I went in to organise taising the limit on my card to enable me to complete a transfer, which the staff member did, but when I went to pay for a job, I could not… Read more

because it was not done properly, so I went in to a Branch to get a withdrawal, I was asked Did I ring to let them know, I had tried to ring only to get a message that it was unavailable, so couldn’t ring. I fortunately was able to get some cash. ITS MY MONEY I should be able to get it. The whole experience was extremely stressful as the builder was wanting his payment. Don’t tell people we have to ring then not be available on the phone. Unfortunately there is no such thing as customer service anymore. And the fact I had to drive way out of my way because our local branch has been closed. The only reason for 1 star is I could not do zero stars. Please remove the slogan People First, as that is a very big case of false advertising

Don't think I have a vendetta against this bank. They make themselves consistently foolish by their own stupidity. Look at this missive. They will do anything to weasel out of the fact that they are incompetent. They give out implied threats such… Read more

as we will inform the tax office AND close your account with us if you don't reply to us to cover up our own stupidity. The nearest bank is now a long way away as the one at Cabalaba closed a year ago. Take a copy of this e mail to a branch? Why? So they can cover up their incompetance. Why the threatening nature of this in the e mail? This e mail is confidential and for the addressee only. If you have received this email in error, please do not save or disclose its contents and immediately delete it and notify us. This e mail amounts to implied threats to get their own way out of a mess they have made.

Hi ***** We’re getting in touch as we need you to provide us with a record of your tax residency status for your account(s) held under the following membership(s) with Heritage Bank, membership number ******** Why is this important Heritage Bank is a Reporting Financial Institution under the Foreign Account Tax Compliance Act and the Common Reporting Standard. We’re subject to regulatory obligations which require us to collect certain information from our customers.

As part of this obligation, we need you to tell us whether you are an Australian or foreign resident for tax purposes. You are still required to provide a Certification if you are an Australian tax resident. If you are a tax resident of a country other than Australia, we’ll also need your Foreign Tax Identification Number.

This Certification should have been obtained when your account was opened but it appears that we do not have a record of it. We’re sorry that’s been the case and have taken the necessary steps to make sure this doesn’t happen again. What do you need to do?

We need you to provide the Certification by 11 February 2026 so that we can confirm your tax residency status and complete our records.

You have the following options to provide the Certification: Please follow the link below to be taken to the Heritage Bank website Foreign Tax Residency page. Here you will find further information and a link to an online form to provide your Certification. You will require the membership number provided above to complete this option.

Foreign Tax Resident Reporting | Heritage Bank

If the link doesn’t work or you would prefer not to click on this link, you can navigate to the official Heritage Bank website (heritage.com.au) and search for "foreign tax". This will lead you to the same page as above.

If you have access to Heritage Online, you can provide your Certification under Settings > Tax Residency Declaration. Please note this is only available on Heritage Online accessed through a web browser and not through the mobile banking app.

Take a copy of this email into your local branch, and they can guide you through the process in person.

If you have any questions on how best to provide this information, please call our friendly team at 13 14 22.

To find out more about the Foreign Account Tax Compliance Act and the Common Reporting Standard, you can visit the ATO’s website at www.ato.gov.au . See also the US State Department’s Joint FATCA frequently asked questions (FAQs) via https://travel.state.gov/content/travel/en/international-travel/while-abroad/Joint-Foreign-Account-Tax-Compliance-FATCA-FAQ.html . When do I need to respond ?

Please provide the Certification by 11 February 2026 by following the instructions above.

Due to our obligations as a Reporting Financial Institution, if you do not provide the Certification, we may need to provide information about your account(s) to the Australian Taxation Office.

We will make every attempt to get in touch with you, however if we can not obtain this information we may be required under the Foreign Account Tax Compliance Act and the Common Reporting Standard to freeze or close your account(s). We're here to help

Heritage is committed to doing the right thing by our members. We sincerely apologise that we do not have a record of your Tax Residency Certification and have taken the necessary steps to ensure this doesn’t happen again.

If you have any questions, our 24/7 Queensland-based Contact Centre is available on 13 14 22 or by email to info@heritage.com.au. Alternatively, you can visit your local branch.

[Name Removed] Chief Customer Officer

Click here to view this email in your web browser. Heritage will never send you an email or SMS linking to a sign-in page or asking you to verify or provide personal security information, such as your PIN, online banking passwords or card details. Always go to heritage.com.au or use the Heritage App to securely access your banking. If you are unsure whether an email or SMS is real, you should contact fraudalert@heritage.com.au or 13 14 22 before you take action. Please visit heritage.com.au/online-security to learn about security and fraud protection.

This email is confidential and for the addressee only. If you have received this email in error, please do not save or disclose its contents and immediately delete it and notify us.

Heritage Bank, a trading name of Heritage and People's Choice Ltd. ABN 11 087 651 125. AFSL and Australian Credit Licence 244310

I have dealt with Heritage Bank for only a few years I recently had a problem getting some paperwork re a closed Term Deposit. I wrote to and then called the “help” desk They were helpful but nothing happened and no communication explaining why. I called the Castle Hill branch and Amy listened carefully and kept me in the loop as she uncovered the… Read more

problem She truly was so helpful, and finally she solved my problem Amazing lady! Thank you Amy at Castle Hill

Linda Skelly from the Robina branch was very helpful and efficient. Thank you . Santo

One year ago I called Heritage bank in Garden City to ask about refinancing my homeloan what the service that they offered and what rate they offered. I talked to Krystal, who had really good customer service skills. She explained Heritage bank system, not only beat their competitor’s offer but gave their best rate and convinced me that Heritage… Read more

not only lures new customers, but they looks after their existing customers. They would make sure that their customers have good experience with Heritage and stay in. The last point is very important to me after my experiences with my three previous banks and got tired do paperworks.

My experiences recently proved that they really look after their existing customers. On my 1st anniversary, they called me and checked in how was my experience and if I needed something. I have never had this experience with my previous banks. The second case when I had some misunderstanding with Heritage bank, Krystal & Garden City team helped me to resolve the issue. They certainly prioritise their service continuity, not only give good service when you are new customer. We always talk with real person not machine and they really look into our case & give their best.

I am really thankful for Heritage bank and would recommend Heritage bank especially Garden City to my friends and anyone.

Service at Heritage Robina branch is non-existent. The staff at the Robina branch are rude and unhelpful. They don't want to offer counter service and continue to direct customers to the ATM. We have banked with Heritage for over 30 years. We've had a home loan & still have a large savings with them. The previous service we used to get at… Read more

Broadbeach and Mermaid Waters was exceptional. We always spoke highly of the products, service & staff at Hertiage, but not anymore. After being treated as an inconvenience by the tellars on my last 3 visits (basic withdrawal & coin banking). I'm now looking to move our banking needs elsewhere.

1 star because 'Heritage' sounds good and 0 star isnt available. Serious waste of time, required continual follow up from me, antiquated application process, have not kept up to date with digital forms of ID. After delays between initial application and untold level of detail requested, had to repeat the whole process. Changed course, applied with a real bank and had CC sorted within 3 days.

locked out of account due to a text message (that looked like a scam) regarding Australian residency. No warning just accounts frozen.... taking my account elsewhere Show details

The Heritage Bank of old is long gone. 1. Money transfers take 48 to 72 hours. It sucks when I need to pay my maxed out Qantas credit card as it takes days to work again. And paying people money can sometimes be awkward as they're asking the next day "where's my money" and they don't believe me when I say my bank takes a few days to transfer. 2.… Read more

They refuse to provide their SWIFT code, even though I've been getting paid by a UK company in Australian dollars for many years. Recently my employer changed their process and I needed to re-confirm the SWIFT number. It took me 3 calls to Heritage head office and 2 bank visits to finally get them to confirm the number.........which I'll add is plastered all over Google, Wise etc.

3. THE FINAL STRAW. No longer do they let you withdraw cash without being interrogated. And if they're unhappy with your answers they'll just refuse........like WT it's my money!

Have already moved my loans away from them a couple years ago, now I'm closing everything as soon as I get setup elsewhere.

My husband applied for a credit card, the 2 calls went for over an hour and a half, and the experience was honestly unacceptable. The banker kept asking the same income questions over and over. She also seemed very inexperienced with basic credit assessment. For example, she treated voluntary super contributions as living expenses, and asked about… Read more

hypothetical car roadworthy costs that might happen in 5 years from now when the warranty ends. None of this aligns with standard lending practice.I’m a mortgage broker, and if this is the process my clients would be put through, I would never refer anyone to Heritage Bank. The whole interaction was inefficient and confusing.

After waiting for a considerable amount of time whilst staff were chatting to each other, I asked if I could be served. I then asked if I could open a savings account, the teller looked at a colleague and said, ‘do we have enough time to open an account?’ I walked out. She didn’t address me, actually talked like I wasn’t there, the whole time… Read more

actually. I’ll go elsewhere. I’m a long term banker and I don’t think it’s too much to ask to be ‘noticed.’

purchased onE of these gift cards only yesterday, when opened the card numbers have been scratched off , i checked the seal before purchasing with no apparent breaking of the seal. yet I am unable to use the card. SCAM cards. Will never buy gift cards again. also no way of contacting other than their website which is clunky at best. JUST DON'T BUY THEM! so much for my reward. Show details

Got a loan and was told face to face over two meetings it was 3 percent, Not realising because I never had one before on how low and unrealistic now days that is. I said yes followed the steps, got it and payed it off quick. Upon final payment they asked if I wanted to close it, I said it’s a good rate so I’ll utalise it maybe just give me a… Read more

day or two to decided. They said we can see here you are at 8.9 percent….

Interest didn’t affect me, I paid it fast and paid minimal. But realising that I should of read the paper work like we hear a lot growing up..

I let them know I was very much under the impression it was 3 percent and is it normal to verbalise 3 percent multiple times but change the paper work, she obviously said no… this was subject to the sale worker or finance female I fldelt with.

Wife had her bank account blocked trying to make an overseas payment, they froze her account, after talking to them trying to get it unblocked she said “this is to hard just cancel the payment and I’ll use another method just unblock my account I need access to my money to pay bills” they then said “that’s a bit suspicious “ she then said well… Read more

make the payment then, going on 3 days now and the account is still blocked, went into the branch and they said there’s nothing we can do, 7 calls and and hours getting the same reply, it’s being investigated we will let you know, you can’t make this stuff up! without a doubt worst bank on the planet.

So Much for PEOPLE FIRST! Which people? Certainly NOT their Staff OR Customers! Heritage used to be very good. I and all my family have banked with them for about 50 years! But NOT ANY MORE! They have closed our local Branch, so We have CLOSED OUR ACCOUNTS! Or at least we are trying to! Over a week later and they still have not transferred our money to the new bank. WHAT A JOKE! PEOPLE FIRST. Show details

I recently applied for a relatively low-limit credit card and was surprised by how unnecessarily complicated the process was. Despite applying online, I was required to go through multiple additional steps, including a consultation with a lender (she was lovely and helpful), completing a detailed questionnaire, and providing extensive… Read more

documentation for even minor financial details. For such a small credit amount, the level of scrutiny felt excessive and out of proportion. In contrast, I applied for a similar product with another lender and was approved quickly with only a couple of documents were required and approval all done in a couple of hours. The difference in experience was stark. Overall, the process with Heritage Bank feels outdated and inefficient. In a time where many financial institutions are streamlining and digitising their services, this approach comes across as overly and unnecessarily cumbersome. Unless improvements are made, I think they risk falling behind competitors who offer a much more customer-friendly experience. Maybe it's time for them to get out of the 1980's and move into the 2020's!

• Settlement delayed because of Heritage Bank’s repeated mistakes and incompetence • Created duplicate accounts causing endless confusion and ongoing issues • Constantly gave conflicting information and terrible customer service • Had to chase every update myself throughout the entire process • Extremely stressful and frustrating experience during my first home purchase • Would never recommend Heritage Bank after my experience with them

I've been with Heritage Bank for about 17 years, savings a/c, credit card and mortgage. Each time I've moved house I've transferred my mortgage security over from the old property to the new. Having spent most of my working life overseas I'm retired. My retirement income and pensions are mainly paid from the UK and because of this Heritage refused… Read more

to transfer security on my recent home move because my income was from overseas. Im an Australian citizen.They have been happy to take my overseas monies for 17 years but for no longer. I've now moved everything to Westpac who were happy to accomodate me. Warning to all overseas employees; do not rely on Heritage to handle your finances if your retirement pension is paid from overseas because they will not. They left me high and dry with my mortgage! Furthermore. With all the branch closures it has become nigh impossible to speak to anyone who can help. Move your accounts and don't get caught out like me.

Two staff tried to assist but failed had multiple understanding issues and had to go to the branch manager multiple times, at last she failed. Poor communication skills. Urgent Skill training is required! Show details

We have been banking with Heritage Bank for many years, and now they amalgamated with another bank, then where called PEOPLE FIRST, as expected they have shut our local bank at Runaway Bay, and other branches that PEOPLE USED but not anymore not even a ATM. All the staff now out of work. How you can leave the cheek to call themselves People First… Read more

is False advertising. Now I would assume that your fees and charges should be reduced, because you are no longer paying the rent or staff. We are so DISAPPOINTED, to be cast aside, reduced services the Heritage Bank gets richer. Just total GREED, SHOULD READ PROFITS FIRST and people don’t matter. Regards Ex Customer