RUDE SERVICE! Terrible bank! Terrible service and unable to process documentation and privacy breaches
Cannot follow requests!and also breach privacy terrible bank! I have requested cc to be cancelled 4 times and they still make errors and I was yelled at by the call center!
Do not get a Heritage Card after reading my story
I was a customer for 28 years. I had the highest credit rating and Platinum card. I noticed 6 dodgy smss come through one after the other. On the last one, I immediately got on the Heritage website and copied the smss and sent them to their fraud department. Heritage fraud department acknowledged receiving my complaints BUT failed in theory duty of acre to inform me. They told me I am liable for over 4,000 of illegal transactions and that is their tncs. This nightmare has ruined my 5 star credit rating and my health. Was told it was all my fau...lt ( in certain terms) . I have now lodged a formal complaint with the Financial Complaints Authority (AFCA) in Melbourne. Once settled, I am wiping my hands of this bank. I have also lodge a formal complaint with Visa. I am going to another bank who guarantee to honour consumer laws. I will take this all the way. " People First " ? Criminals first, customers last.
Rude customer service
Talked to an operator, Chris. Chris was very unprofessional, demeaning and condescending. He seemed to not have patience and was expecting you information they require upon the first call of an enquiry.
We are homeowners with over a decade of history, never missing a payment etc. Our current property worth close to $900k with under $400k debt attached. Myself and my wife earn excellent money.
We approached Heritage through our broker as we are adding an extension to our house, the deal looked great... 3 months later and we had resubmit our documents 3 times due to the application taking so long.
We ended up refinancing in less than 10 days through the CBA.
However, we missed out on the Government homebuilder grant due to the incompetence of...these idiots. I would suggest you read the other reviews on how incompetent this organisation is and stay away. Our broker is lodging a formal complaint about how we were treated and is strongly recommending they be removed from the panel of lenders to avoid other brokers suffering the same.
This bank is still living in the 19th century.
The online banking portal never lets me log in, despite me entering my member number and password correctly every time. (This is not user error!) It then restricts access for a period of time due to too many failed attempts.
As I couldn't access my online banking portal due to the website's issues, I decided to start a live chat with one of the customer service reps, who then told me that I would need to call their call centre to have the bank statements sent out to me, and there would be a FEE(!!!) to do so.
I don't have a very high opinion of banks as a whole, but Heritage Bank is a joke.
The worst bank lender I have ever ever used
They are painfully slow, incredibly out of date operationally and no one takes responsibility. They change the goalposts last minute when it suits. I will NEVER use them again and can't wait to refinance out and away from this archaic bank.
Appalling stonewalling during home loan application process by Heritage
We applied to Heritage for home loan via a broker. It is now 13 business days and counting to get approval - we are still waiting. Standard contracts in Qld for finance are 14 days (that's days, not business days). The due date for finance on the contract passed 3 business days ago (after two extensions via solicitors had already been granted). Heritage Bank provides no information - about when they will complete approval, who I can speak with about my application, when I can expect a result, or even if there is a problem. We are both employed..., 10% deposit, no debt applicants, with strong credit history. I have spoken to the broker multiple times per day, who himself has spoken to the Business Development Manager (BDM) multiple times a day. The same response is provided all the time by the BDM I.e. "I've done everything I can", which as it turns out, amounts to sending emails to "the credit people" because "I can't speak to them". So here you have a bank where their own staff cannot even speak to their credit department (allegedly). Heritage Bank is now outside their advertised service level agreements for home loan approvals via brokers and continue to stonewall, not providing any advice about when they will finalise the matter. This really amounts to unconscionable conduct - we might not have a loan contract with Heritage, but because of the turnaround time frames for finance are so tight and their stonewalling tactics, we can't apply anywhere else either. We will lose this house as the sellers have made clear there will be no more finance extensions and Heritage Bank will be responsible. We are the ones who live with the consequences of their actions, not them, they just move onto the next person, the next deal. The great irony is the reason we selected Heritage Bank was due to their reported fast processing times. Any person thinking of applying for a home loan or even banking with Heritage Bank seriously needs to go elsewhere.
very bad call centre
i called the call centre to adjust my debit card n she only demanded my debit card number nothing else, whats the point having security questions?? n when i asked how much to call this call centre she said its free but it cost me more than $10 for 2mins call. very dumb people!!!
People First ... I don't think so!!!
Called on weekend and was notified of interest rate. Deposited money next business day. Same day interest rate was bumped down by .15% however I didn't find out until several days later. Contacted them to withdraw funds given I was not notified of the changing rate and was told i would lose my interest as it was a condition of interest that no withdrawals are made in the month. I suggested that given the circumstances they should override the penalty however they wouldn't have a bar of it. Most banks give their customers advance notice of a rate change however was advised Heritage Bank don't. "Heritage Bank - People Last"
Ridiculously low inter bank transfer limits
In this day and age with one time passwords etc there is absolutely NO reason for Heritage bank to have the ridiculously low $25k limit on inter-bank transfers. Having $100k in Heritage I never expected the limit to be so low so didn't check, and am still astounded because I've never had any bank out of over 30 Australian banks have anything less than $100,000. Not even the ability to raise the limit over the phone for a day as some banks offer. Staff member was unhelpful and unsympathetic, telling me I could fill out a form and submit it to ra...ise the amount to $40k - couldn't even tell me how many days that would take and by the time organised I could probably do the transactions daily to completely empty that account because I certainly won't be banking with Heritage ever again.
Used to provide good service - would not recommend now
We have banked with Heritage Bank now for close to 8 years. In the beginning the service we received was friendly, personable and helpful. However, in recent years we have found the service is lacking. We tried to open a business account but the requirements made this impossible (topped off with rude customer service) - we went to St George and had no issues with opening an account. In addition, I find it difficult to pay $300 a year in fees on a mortgage account when I'm already paying $16,000 a year in interest, particularly when the service is subpar. We are actively looking elsewhere for a better deal with better customer service and I would recommend others do the same.
Regretful & frustrating experience. Be very wary... the negative reviews make a lot of sense!!
What a complete waste of time attempting to open a savings account with Heritage Bank was!
After completing the online forms and attaching all of the information they requested (Medicare card, rental agreement, driving license etc); I was sent a further email asking for the same information AGAIN. I responded exactly as they had asked only to receive a one-lined response advising me that I had not met their onboarding criteria so I will not be offered a savings account?! Figuring something must be amiss, I contacted a member of the team to see...
$6k missing out of my account
Heritage Bank administer Qantas Cash. $6k goes missing out of my account on 31.8.2020. Where is it? No where apparently! Keep chasing them up and getting fobbed off. Apparently it is being reviewed. Honestly if you can’t find the money after 2 weeks there is something seriously broken with your internal processes.
Never Ever apply for a home loan through this Bank.
After being financially stable for months and months we decide to purchase our first home. Recommended by family we thought cool sounds good. Oh how I thought wrong 2 months it took to be rejected 2 long painful months letters of declaration, payslips, bordering on unethical questions of children's health the list goes on. If this is your first time or even sixth time run, run as far away as you can from Heritage or it will cost you your mind.
Almost 3 months to process an application
Submitted a home loan application late June, with no credit issues, no personal loans, no debts and minimal expenses. After two months of requesting same documents over and over again. Having to send payslips about 7 different times, been in the same job for 4 years full time. They came back to me late August saying loan was rejected. Absolutely shocking of a bank. Regret ever trying with them.
Questions & Answers
How can know if the letterhead for agreement by heritage bank is genuine, do you have valid formal for such important papers.?
We always suggest for people to contact Heritage Bank directly if they are concerned with the authenticity of any communications received from Heritage Bank. You can do this by calling us on 13 14 22, emailing email@example.com or visiting your nearest Heritage branch.
I applied for a home loan at heritage bank the finance was due on 11 May 2021 , when I contacted them , they asked me more payslip . Luckily the seller grant me an extension for seven days, however, it come to my attention that the settlement is due two days after finance. When I asked heritage bank if I can request an extension for settlement, they told me to not asked,as they can manage to settle in two days. I am now worry if this is just a way of telling me that the settlement will not happen and my application is unlikely to progress for final approval. I feel like it will not be fair if the finance declined, as I have a very good credit score, I have a solid work history: I put almost 30% deposit. I am now stressed for Heritage bank not be transparent with me.
Don’t count on them. I was told the same and they could not keep their promise. Lucky I didn’t trust them.
I am now so confusing, and the finance is just nearby on due date. Is it possible to apply somewhere else @ this stage?
looks like you haven't even got their formal approval. It takes them at least another week to get documents ready after the approval. Then you need to add the time for them to review the signed documents etc. I doubt it will be ready. I was told the big 4 banks can turn it around much quicker but they lend less. Might worth checking out.
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