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Excellent customer service and competitive home loan rates
Been with Heritage since 2016 for my first home loan and never had an issue. There customer service has always been friendly and helpful. Very competitive interest rates as well.
They have an excellent dispute process because I disputed 2 transactions. 1st one was for $18.04 and the 2nd one was for $161.91 on Wednesday 15th April 2020 and they refunded me $179.95 on Friday 22nd May 2020 then they kindly offered to transfer the money into my ING Account, which was extremely nice of them to do that for me since I closed my account.
People First, what a joke
I have been a loyal customer for over 30 years with Heritage Bank. A $4500 fraud investigation that took 4 months to investigate when I was told it would be 60 working days if not sooner to finalise.
Heritage this year informed me via email that I did not conduct these transactions. Heritage stated that they would only refund half the money via email, what a joke, People First... Made a complaint and informed via email, unless instructed by authorities they are unable to refund the remaining money as I am partially to blame. Hang on, I was inf...
Worst loan experience ever
Our broker suggested heritage for a reno refinance of our home. It was only an 80% lend and our servicing was great. After jumping through all their hoops for months and providing every document they requested they denied the loan with NO reason but said they would look at it once complete. What a joke! What’s the point? - we need funds to complete it. Now we have to start all over again with another bank and will never be using heritage unless they change their mind today.
Lack of knowledge and staff who appear unhelpful. Would not recommend this bank.
Been a customer for six years. Staff have a distinct lack of knowledge and they appear very unhelpful unless you present in person. Their call centres have extremely long wait times and branch staff are way too slow. I would norecommend Heritage bank at all.
Best Bank in Australia
Don't listen to the bleeting whingers, Heritage is a good bank to deal with, I'm a regular Aussie who has had nothing but positive dealings with the bank and they are genuinely really helpful, even knocked half a percent off my mortgage rate without asking them to do so, go for it, better than the big 4 by a big margin.
Neeed to get with the times
Been with this bank for 9 years, not reliable at all. Awful customer service. Had to stay with them because my employer made all employees bank
With heritage unfortunately. Will be closing my account finally as soon as I can. They don’t like helping their customers out, After 9 years they refused to give me a loan. Went to Nab and they were happy to help me. They don’t offer apple pay to use your card online I was told i needed an Android to access my card on my phone which is ridiculous this bank is so outdated.
Absolutely terrible time trying to close a deceased account. Have now tried 3 times still not able to. Told something different every time. Would not recommend this bank to anyone.
Bureaucracy Gone Crazy
I wanted to re-finance an interest only investment loan of $200,000 from the BOQ at 6.3%, to Heritage at a rate of 3.6%. I was advised that I couldn’t afford the loan despite having evidence of rental income of above $20,000 p.a and a super income of above $25,000 p.a, net assets of 1M dollars, including over $400k in immediately accessible super funds. One of their reasons was that I have a credit card limit of $29,000 which is too much, despite the fact that I have 19 years of records to prove that I’ve never gone over $3000 and pay the full ...amount every month! To rub salt into the wound, I’ve paid taxes all my life and get no Centrelink pension or benefits of any description. 35% of the borrowing public are experiencing mortgage stress yet they have loans and I can’t/won’t be helped. Heritage is a Mickey Mouse organisation that goes by a set of rules that are nonsensical, as do most of the other banking entities. I’m not surprised that the banking industry is a laughing stock!
A string of errors and headaches
We have had a loan woth Heritage for several years. Wanting a pool we tried to add to our mortgage for the build. A 'simple' process turned into 2 months of misinformation, wrong paper work and constant mistakes. We were given incorrect loan forms and told to sign them anyway. We still don't have our loan. Luckily we have our wits about us and haven't fallen into their traps, I'm sure many people have been fooled by this bank. Staff don't know what they are doing, don't trust them and stay away!
The WORSE bank I have ever used! Stay away
It is utterly the most unreliable, behind in processes/systems, unprofessional. They are so behind that they cannot even address an envelope properly containing a personal credit card. Their answer to complaints is typical 'we can't' or 'the system won't allow us' I have had 3 formal complaints against them and they all have been answered in a vague/don't care manner. 4 days to change a PIN.
I am cancelling my platinum card this month, I cannot wait until the day that I do not have to deal with them anymore. It has been a real nightmare.
Here is the latest complaint to Heritage:
Hereby I am sending a formal complaint, I am truly frustrated with your services and your useless processes.
What a waste of resources, appears to be a poorly-run bank - cannot redirect mail
I've brought a house where the previous owners banked with Heritage. Their mail still keeps getting delivered to me 2 years later, despite me 'returning to sender' several times AND spending time on the phone over 4 separate occasions to request they cancel the mail (previous owners have left the country). On the last occasion I spent at least 20 minutes with the Heritage bank rep going through all the possible options to cancel the mail. The Heritage Bank rep on the line assured me that now she had fixed it and I would not receive any more. And today got more mail. What a waste of resources!!! It appears to be a poorly-run bank
Incorrect account opened by us when guided by staff. Do your own research. The Target Bonus Account must be opened on the first day of the month to get the full months interest for that month. We new about the other conditios and adhered to those. We opened ours on the 6th so missed out on $210 interest for the three weeks of January. Very frustrating. Considering we play the game of chasing the best account for savings. We usually do our own research but relide on the teller's knowledge. We will not do this again.
they have the balls to take money from their customers but no balls to get it back for them
bank's motto is people first when it's really is people last, they will take money from their customers when they make an error but when they need to refund scammed money back to their customers they lose their balls by say get a solicitor?
Terrible never use Heritage Bank
Horrible and disappointed. Don’t acknowledge their mistakes and put families through the hardest times with harassment and belittle them. Received an email stating that they are not required to meet the determinations handed down by AFCA and won’t. I have emails showing their errors and will upload these over the next few days. Not only do they breach the Acts they are required to abide by but they will threaten, intimidate and lie about customers rights. Not only have they tried to take over $40,000 in funds they are not entitled to from an ev...eryday family but they have put it in writing that they want an amount that they are not entitled to. They knowingly breached the acts and for over 3 months now they have refused to settle an insurance claim, putting our family out financially. Please find attached below evidence of their breaches and written correspondence to demonstrate such. I have seen documents where this is not the first time Heritage have behaved this way. I have witnessed loans written incorrectly with incorrect interest rates applied, with families and customers being charged over 2% more than the rate applicable to their loan. I have seen loans written with false and untrue disclosure and I have witnessed staffs jobs being threatened if they disclosed anything to customers. I encourage everyone who wants to know more to contact Heritage Bank Limited and review everything on your loans. I’m happy to list questions to ask them below if anyone wishes. With customers being perhaps entitled to thousands of dollars back.
Unprofessional, unqualified, mockery of a bank
Attempting to get a home loan with heritage? Don't bother. Last year it took me almost a year for heritage to approve a home loan for a new build property. Heritage admitted fault and said they had fallen down in many aspects of their service, 8 months down the line and its the same story.
My property has been constructed and I have applied to release some equity to pay for items such as landscaping, fencing etc, heritage required that my property be valued by one of their evaluators which I had no problems with. The problems started when it...was under valued by 60+ thousand(a large sum) the valuer was contacted and told to emend her report which she did(I question her capability to work as a valuer if she alters the valuation just like that) Since then I have been in a backwards and forwards battle via email with heritage demanding payslips, credit card statements, bills etc, this I have no problems with but when heritage requests the same information no less than 3 times it becomes a bit tedious. It has taken 5 months to approve a $26,000 loan which has still hasn't been approved despite being granted formal approval, loan documentation signed and returned. I can honestly say I have never delt with an institution like it. How this bank has not been investigated for misconduct and negligence I will never know. I intend to move my mortgage to a different more competent bank as soon as able.
the head doesn't know what the tail is doing!
Last November I successfully applied for a package which included a visa card and line of credit loan. Yesterday I got a rude letter telling me that I did not meet the criteria for this package and that my failure to rectify this situation would result in me losing this package and all of its benefits. What!!? They just approved my package and now they are telling me I have it illegitimately? I rang up and the person I spoke to was very helpful and explained that it was a computer error and all was in order. That may be the case but was it...also a computer that generated the letter, put it into an envelope, sealed it and placed it in a letter box? It would have taken someone one minute to check my account before sending this letter. If they had of done this they would have quickly realised that all was in order. Instead, they just casually sent me a threatening letter without checking that it was warranted. You would expect better from a bank that has the moto - "people first".
Not impressed, not coming back
My partner and I went into a heritage branch because we wanted to start a joint account together. When the teller discovered that my partner is not an Australian citizen, the tone quickly changed from pleasant to awkward. It's like we had to apologise for not being Australian citizens. Disgusting!
He started acting very uncomfortable and said how they need many more ID documents from "international people". We just ended up walking away, it was too hard work and he really didn't want us to be there.
. (Bunch of bogans from Toowoomba vibe, i would suggest looking elsewhere.)
tried to borrow 10k personal loan secured by 10k cash in an account set up by heritage, it wad declined b
deposited 10k as requested, filled out forms supplied pay slips and bank statements for a 10k personal loan secured by my money, after 3 months itw as declined again for my statements from my bank online print out didnt have my name on them? even thugh the statement matched my payslip entries they said they couldnt use tham as evidence? i have 20 k in the bank and 10k in theres and the repayment were 50 a week and they said with both of us working we couldny service the loan? they offer products they cant honor when you get mucked around for 3 ...months of satisfying their requests,we are lucky we didnt really need the money urgently, dont bother with heritage bank they arent genuine about there products and once you deposit your money they change their tune on your loan outcomes, stay away from heritage
Worst bank ever
Have 2 accounts a Christmas saver account and a transaction account. After being sent PIN number and bank card cant excess my money now they expect me to go to a branch whilst the girl on the phone was rude and smirked at me very rude and horrible service
If the account cant be excessed unless you go to a branch why allow people to open an account on line
Why can I excess one account without going to a branch but not the other
The reviewer stated that an incentive was offered for this review
Questions & Answers
Is it legal for Banks to charge overdrawn fee's? For example Heritage charges $10 overdrawn fee's.
I would like to open a bank account because I’ll be staying here for 5 month Due to work and travel. Now should I open a bank account with heritage bank or Westpac (my friend told me they were good) ? Anyone got any experience?
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