Heritage Bank

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 because it was not done properly, so I went in to a Branch to get a withdrawal, I was asked Did I ring to… Read more

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

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

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

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.

I changed banks after being with Commonwealth for 55 years and have found Heritage friendly and helpful. They where patient and explained every aspect of the changeover so that my poor old not tecsavy brain could understand. Would recommend to anyone who still wants face to face service and isn't up with doing anything online. 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

Although this goes back some years, it still irritates me. I established an account with Heritage Bank Caloundra and requested a card to use as a backup if my credit/debit card with another bank didn't work for some reason. However, after a period of time, Heritage Bank "fined" me $25 for not using my card although they had the use of my funds throughout the period. I closed the account and will never use Heritage Bank again. Show details

Terrible bank. They make you crazy asking you to fill in, print and send a ridiculous amount of forms, phone interviews etc, only to not approve the product in the end. A product that I had zero problems getting in the next bank I approached. I thought I would support a small bank, but will stay well away from this one from now on. Monumental waste of time! Be aware

Moved ourselves and widowed mum to Heritage a couple of years ago because we wanted to support a smaller, more community focussed business. Found some of their systems a little quirky in comparison to the big boys we'd left, but the staff were friendly enough. Visited their Range branch at Toowoomba a few days ago to find it all cleared out and… Read more

the ATM area boarded up like an abandoned wild west joint. Zero notices anywhere ... so no clue when/where they'd closed or where the nearest branch now was.

We visit the Range regularly, and had not seen any previous notification anywhere of imminent closure.

So went to Gatton to get my cash. Their ATM was down ... Feeling a little peeved I snooped around on line to find they'd recently closed down their branches at Oakey, Pittsworth and Millmerran. How's that for a business with the motto "people first"?!

Shopping around now to find a replacement bank for when we close all our accounts. Which they will feel! I honestly think the bigger boys actually have more courtesy!

Closure of my local mini-branch in the newsagent happens March 2026 (I've been with Heritage since 2003). The elderly and disabled demographic in town will suffer the most. The nearest branch is a 38klm round trip and the many aspects of face-to-face banking will be lost with this closure. Yes we're just small customers not making much profit for… Read more

the bank but Heritage appears to have forgotten that we are the very customers who made them successful to start with! Yes we can all go to the Post Office (which is already extremely busy before you add bank customers into the mix) but it ain't the same-I won't be able to access specific banking areas that I could at the mini-branch. Heritage stated no branch closures would happen "as a result of the merger" - now they have closed some 35 branches to date (I think that's the number so far-could be more). Heritage service has declined very noticeably over the past 10 years and rapidly descended into an institution that appears to care naught for its smaller customers since amalgamation with People First. Aren't customers the reason you make profit? Surely there should be give as well as take. I know little people don't count anymore and the younger generations have been taught to use their phones for purchases. They haven't realised just how much money they are losing in charges for their daily purchases instead of using cash so Heritage (amongst other banks) can then say 'but no-one uses branches anymore' and that's why we closed them. Very sad indeed.

I was given a prepaid Visa card. Unlike other cards, there was no PIN to be revealed. To activate the PIN, the user must go to a website and enter the card details. The website does not recognise the card number. Calling the help desk was a punish. Entering the card number resulted in, you guessed it, an invalid card number. Keep trying different… Read more

option, but then you get an offshore call centre manned by someone with a passive aggressive condescending tone. She kept saying the website has a way to mange the PIN, and insulting me for not seeing it. Problem was, there was nothing on the home page to change a PIN. My guess is that it was after you enter the card number. She claimed the card number was correct and confirmed the balance. As she was not able to provide any type of assistance other than repeat herself while increasing her insulting tone, I ended the call. I half expect the card credit to be used by the time I go to use it.

Gift cards / scam beware of gift card scams at Woolworths- heritage bank visa eftpos card purchased a visa eftpos card - Heritage Bank $ 300 loaded on it , in addition to activation charges of $7.95. this is what we got - the card number and expiry date was white outed . it was in a sealed pack yet there the card numbers / expiry date were… Read more

covered with white out.

called Woolworths customer service ( gift card) and was refused a refund , was told to send photos of gift card so they could escalate the matter to third party. we were refused a refund and told to wait till the matter is investigated .

for a multi billion dollar company like Woolworths, Heritage Bank and Visa this is a poor reflection on their practices to ensure strict controls to prevent scams whereby innocent customers get caught and left out of pocket till they investigate the matter .

customer beware - steer clear of buying Heritage bank Visa gift cards through Woolworths, these companies don’t really care about customers who get fleeced for no fault of theirs !

Heritage bank absolutely sucks. My account got frozen when I transferred money from one account to another because it’s apparently “suspicious” and I’ve called 3 times on 3 consecutive days and all 3 times the same “sorry I can’t help they will contact you when it’s fixed”. Ridiculous. How am I supposed to last without my bank card without even a time period it will be fixed in. It’s been a whole week.

I tried to set a pin for a new card. Their website is useless. It said it will send an OTP to my phone. It never did. When I rang their service number I was told I couldn't do it because it was a joint account and I tried 3 times. Their site only tells you this after the 3rd attempt. It should give you notice each time so you know before hand not… Read more

to reach the third time. I changed a pin on new cards with joint accounts with three other banks and it was easy with no problems. But not with Heritage Bank. I was told to call the service number again in 24 hours. Next day, it wouldn't work again. This time I gave up after one go. I called again at 4pm, 6th February and I was put in touch with a rude person. However, he led me through two failed attempts and of course added to my first attempt I was told I have to wait another 24 hours. This time I complained and he said if I call back in 3 hours they will try to provide a pin for the card. Yesterday, I was told it was impossible to change the settings within 24 hours. Like their website these people just don't know what they're doing - not a comfortable feeling when you're entrusting them with your savings. Heritage Bank is merging to be called People First which means not you. Look at any entity with the word people in it - The people's Republic of North Korea, The People's Democratic Republic of East Germany and more. I'm moving on and to better peace of mind.

I brought a $400 master gift card to spend online and after spending $59 they cancelled card on me in early December and was told had to wait 14 days to lodge complaint , On 17/12/25, So had to get another card $200 and they cancelled that card after spending about $75 , So brough5 another card $100 and tjey cancelled that card after spending $40… Read more

I rang them on 17/12/2025 and put all cards in for a refund and was told need to wait 30 days for refund I contacted them around 20/01/2026 asking what is happening and got told l will have cards by end of month and on 27/01/ 2026 l rang to see if sent already so l know if they will get here before end of month and was told have yo wait another 30 days So about 85 days l have to wait for refund instead of 30 days they told me Please be careful l would never ever buy another card off them when all they do is lie about when you recieve refund, All dhould never been stopped by them because they are there to spend but when you do they cancel cards

People first!!! What an absolute joke!!!! Closing branches within 12 months of saying that won’t happen, leaving the elderly and disadvantaged with no other option to attempt to use online! Your board of fire are freaking clowns!

Extremely intrusive requirements for a $15,000 credit card privacy concerns I am writing this review to make others aware of my experience and the level of personal data requested during a credit card application with Heritage Bank. My application was conditionally approved, however the documentation required for formal approval was extremely… Read more

intrusive and disproportionate for a $15,000 credit card limit.

I had already provided three months of payslips, which I consider reasonable. Despite this, I was then asked to provide: • Multiple months of bank and credit card transaction histories across several institutions, including accounts and credit card that were not part of the balance transfer request • Screenshots of outstanding balances showing identifiable account details • Home loan statements including recent transaction activity • Or Screenshots from MyGov/ATO showing my current-year income statement and employer details as an alternative to the 3 months payslip. • A passport photo page, despite already providing a valid photo driver licence

The scope, sensitivity, and duplication of the information requested particularly transaction histories for unrelated accounts and screenshots from government systems (although optional) felt excessive and invasive given the modest credit limit.

Due to these privacy concerns, I withdrew my application and formally requested that all documents provided be destroyed. I was assured by the lending specialist that this had been done.

I strongly encourage others to carefully consider what personal data they are asked to provide and to seek clarity upfront before applying.

Heritage Bank closed my business account without providing any proper reason or explanation. This account was used only for normal, legitimate purposes: Receiving rental income from a real estate agency Paying insurance for three houses and three cars That’s it. No unusual activity, no third-party companies, no international transfers, no crypto,… Read more

no cash activity, and nothing “dodgy” at all. Despite this, the account was closed with no warning, no transparency, and no meaningful explanation. Customer support could not clearly explain why this decision was made. For a bank to close a straightforward account like this, with such basic and verifiable transactions, is extremely disappointing and concerning. Customers deserve clarity and fair treatment. Based on my experience, I cannot recommend Heritage Bank.

Applied for a credit card with this bank. First of all, the process is not from this century. The whole application is over the phone with multiple calls and some lasting more than one hour. Was very patient with the guy over the phone but the process was very cumbersome. Also, I did not feel my personal information was safe with this Bank, they… Read more

don’t use any secure upload mechanisms for your personal information, it is all over email and phone and I wonder how this people pass PCI compliance.

Secondly, for a 12k credit card application the guy asked me for all my expenses and assumed one single income. When asked about expenses they ask for full family expenses assuming you support the full household, Nevertheless application was refused due to lack of income whey they didn’t even consider my wife’s income?

In short, all expenses are important not all your income. Daniel was asking for more income, evidences, statements etc. even when he did not take the chance to analyse why my year to day income was way over my monthly payment to find out there’s actually lots of bonuses involved?

In the end I decided to withdraw my application and not waste more time then Daniel just sent a letter refusing the credit card when I actually withdrew it. Basically worst bank ethic ever. Wonder why the bad reviews

So we've been customers for 22 years. On the 18th of December, you frozen our accounts with no warning. We found out at the vets and then ai had another appointment later that day. Plus no food. As soon as I can My husband and I will be changing band yo one that might give a crap before Christmas and 1 that can communicate. Completely discussed. IT'S OUR HARD EARNED MONEY NOT YOURS CRAP Show details

We have been with Heritage bank for some 25 years and it is now part of Peoples Choice - should be called peoples No Choice. This charge for statements is the final straw for me. Wrote to them yesterday wanting statements posted still as have trouble working out E statement and my wife wouldn't have a clue on the computer if i die. We are self… Read more

funded retirees doing it toughbut with good savings We have 4 accounts plus 3childrens savings accounts so this could be a nice windfall for them in statement charges - could put them all in one envelope for a start to save money. Their service has been cut back to no Saturday trading now and limited staff and branches on the gold coast. you queue for ages to see someone. I sent email to them yesterday asking to continue the paper copy and not to charge for same as we have supported them for years and a reasonable sum in savings with them response was pathetic. I have now replied telling them i am going to change banks perhaps back to national as couldn't be any worse. heritage bank was a great qld bank with service -no more.

After going to my not so local branch which is Chermside which was previously Strathpine that was closed to withdraw money from my term deposit account to be told I have to wait for 31 days to access my own money and to be asked what I want to use my own money for is disgusting after being a customer for over 25 years .As for the Branch at… Read more

Kippa-Ring it is the worst Branch to visit for service. As soon as I can find a new bank closer to home I will be closing my account .Heritage Bank used to be okay until People First took over .