Limited services useless for being in major shopping centre
I have been with this bank more than 20 years. I recently tried to deposit some money. I went at 5.45 pm on late night shopping night and found the bank had closed at 4.30pm where it used o be open till 6pm. Then I tried to make the deposit in the ATM only to find this service had also been discontinued. This branch is in a major shopping centre, it beggars belief the poor service they offer customers.
They are Ok but they need to step up their game
I applied for a home loan with this lender and they took ages to provide response during each stage(Pre-approval, valuation, unconditional approval). Initially they did wrong calculation (apparently their calculator was not updated) which reduced borrowing capacity by $30k. I was eventually conditionally approved for $395k.
When I shortlisted property, I was only looking for a loan of $350k but they they decided that my property is in high density area so they asked me to fork out extra $16k as a deposit. Luckily I had some additional savings otherwise I would lost my initial deposit and fee paid for building inspection. Overall it took close to 2 month to get this loan approved.
Awful bank with incompetent people
Got my home loan with this “bank” because of a personal recommendation... Worst. Move. Ever.
Got preapproved for a home loan, signed my contract, told the bank and then they they ring up and say ‘oops, we made an error, you need to come up with $10k before noon or you’re going to loose your deposit” -> What???
Now I have been waiting over 4 months to transfer my mortgage out and to another bank... 4 months!!!! Absolutely incompetent, unprofessional and antiquated bank.
Do not even entertain the idea of using heritage.
Perfect bank for me
Dont know why most people are complaining. Ive never had a problem with heritage. Their turnover time for bank transfers is quick and reasonable. If theres no heritage atm i can use a westpac atm for free. Have been with them now for close to ten years and they have never let me down.
I ring in and try to sort something its done straight away. I go into the branch for help they're more than willing to assist me! A bonus too considering i have 3 children who get over excited at times and the staff in every branch i've gone into have gone above and beyond to entertain my children so i can do stress free transactions at the counter. Online banking is awesome especially since they've updated their app. Wouldn't bank with anyone else!
Very inconvenient branch locations
I’ve been with heritage bank for 15 years and have found it increasingly difficult to access the branch, as the branch locations have become more and more inconvenient. I don’t understand the logic behind moving the branches from main shopping centres like pacific fair and Australia fair. This has made life difficult. I have to use public transport and it’s extremely inconvenient to have to travel inland or too far north or south just to Walk into a branch and access my money without a card. I’m hugely disappointed at how difficult it’s become ...to access a heritage branch that I now have to open a new bank account with a more convenient bank such as commonwealth bank who have branches in all the most convenient places. Very disappointed heritage. Good bye
Unrealistic offer for credit card free interest period, don't waste your time.
I took on their heavily advertised offer to transfer my credit card debt to their credit card and close down the one I have in order to get 1 year interest free. After spending over an hour online and another hour over the phone with them, to provide all financial details about me, they called back the next day to tell me that they declined to change cards with me. Their reason was that I was too much of a risk.
As a healthy fit person who does not drink, smoke, etc. and has a 4 BR brick-tile home near the city worth over 510,000 dollars, full...
Terrible customer service and terrible fraud (team) system/policy
Poor customer service, so they decided to block my card while overseas, even though I have advised them of travel dates and countries to be visited. They did not bother in calling or emailing or texting to inform that my credit card has been blocked (because I was overseas) and they did not bother in making an effort, I had to lend money to pay for the restaurant since this was the only card I had on me) Would not recommend at all. Better to go with other cards.
When I moved to Toowoomba 12 years ago, I changed to Heritage because it is based here and had the most branches. Since then, it has closed branches and taken out ATMs so that it is very difficult to withdraw money conveniently without going to one of the major shopping centres.
I have also found their customer service very poor. For example, if you want to dispute a credit card charge with a reputable company, they require you to cancel your card as though it is credit card fraud and not simply a disputed matter. If you have your credit car...d set up to pay a whole host of bills, obviously this is a major inconvenience, and you can be almost sure that Heritage won't deliver a helpful outcome anyway. They don't provide Apple Pay either. I'd strongly advise anyone considering their banking options to avoid Heritage. Their motto "People First" is at best a typo. It should read "Profits First, People Last".
Credit card nightmare
Lost my credit card. Ordered new one. They send card but never received pin. I assumed I could use my old pin. Went to pay for $200 of groceries with 2 toddlers in tow. Card rejected. Called heritage. Said to change pin online. Downloaded app. Called partner for log on details. Couldn't find where to change pin. Called heritage again. Told me it doesn't work in app, that I had to use desktop which meant 15 min drive home then 15 mins back to shop to it for shopping. At home tried to change in online 5 times. Rang heritage 3 times. Got locked out after several attempts. Website now saying I have to wait 24 hours to try again or visit branch which is 30 mins away.
Appalling customer service if card gets compromised
If your credit card gets compromised, they don’t advise you, make no outgoing calls to follow up with you, no guarantee you will get your money back, no empathy and insolently refuse to give you confidence in security of your card. Have to wait 45-60 days to get YOUR MONEY back.
Now if only Heritage Bank support customers?
My account was overdrawn a number of times because of payments due.
But when I checked regular payments, I couldn't see any payments due.
And yet I still got charged $20 for being $20 overdrawn and got charged $25 for a direct debit dishonest fee for Gem Visa payment that was stopped.
So I say when I go back to Gem Visa again they well say it is Heritage Bank error and then I well be told by Heritage Bank go back to Gem Visa and back and forth.
Which is normal, banks and companies blaming each other and not taking responsibility for payments errors, placing customers right in the middle of the blame game between banks and companies.
Help on the phone
My Dad Robert Read banks with Heritage, he apparently had a problem on Tuesday 26th Sept. A person named Jude assisted him for around 2 hours to fix the problem and enable him to access the Heritage site. My dad is 85 and is not as good as he used to be but managed to get it done. He wants to thank Jude for their assistance and patience in helping him to a positive result.
Slow and unorganised
Finally got a pre approval - 2 months later .
Recommended to us from our broker. Basically asked for every single document you can think of, about us. They probably know more about me than I do of myself.
After receiving our initial documents they've cone back and asked us FIVE TIMES for different docs. Everytime it was Oh, now we need this. Oh, by the way I need this now. Seriously incompetent. The last lot of docs was for my payslip again because they'd taken so long to process my documents my original payslip was too old!
Finally got pre approval but I would never recommend to anyone.
I went to apply for a credit card balance transfer with 2 single liabilities my cc debt which I was transferring to them and my homeloan of which I share repayments with my husband. They declined my balance transfer saying my commitment was 57% by calculating the full homeloan liability on single income! I've dealt with other banks before and they always ask what your share is in the mortgage repayments if your marital status is "married" at least, and I have never had this problem. Not happy with their assessment criteria and feel for someon...e who has more than two liabilities! Stay away from them to avoid a decline! They not only lost my business but my whole homeloan which I would of moved over to them. Thankfully I found out how they are sooner rather than later.
We had a mortgage with them via a broker for 12 months. Noticed our rate was much higher than similar mortgages with other banks. Called customer service to ask for a discount on our rate and the guy wouldn't even consider it - easy fix for us, we refinanced with another lender. Heritage lost a great customer due to awful customer service. Their rates are higher than most smaller banks and Credit unions. For the sake of giving us a 0.2 or 0.3% discount we would have stayed.
Questions & Answers
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?
Should I move my banking from Suncorp to Heritage Bank? Reviews on this forum seem pretty much the same, as in BAD? Sick of the lack of customer service at Suncorp, now looking around to find a bank with real customer service. Does such a thing exist in Australia..? Would really appreciate your help.
Sometimes it's better to stick with the devil you know rather than try a Devil who might be worse. You never know what a company is like until you have a problem and need their help. The way a company treat you then is all that really matters so far as their credibility. Everyone nowadays talks the big talk, few actually follow through with any tangible action. After being a loyal long term Heritage customer I had my first problem recently (a double up charge) I was treated very poorly and forced to jump through many hoops. I had one of their supposed customer service representatives actually hang up on me after telling me to sort the problem out myself! I have yet to even hear back officially from them as to why I was ignored and why they took the same payment TWICE less than one minute apart. I don't trust Heritage at all anymore.
My best advice is that you should stay away from Heritage as clearly Customers Don't Matter to them.
Hope this answers your question,
Are heritage and westpac linked? For bank transfers?...
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