HomeSide Lending

Stuff up after stuff up after stuff up – Seven months on from finalising a home loan that settled late due to Homeside losing our paperwork and now find out they still hold a mortgage interest over our secured property.....WILL NEVER RECOMMEND ANYONE GET A HOME LOAN THROUGH THEM

Support team really poor – Overall banking works ok, but recent issues brought to light the poor customer service. I started getting txt messages that loan in arrears (although automatic direct debit happens EVERY month). I tried calling (now total 5 calls in 8 days) and every time I speak to a different person who cannot identify who I spoke to before. Not one was able to… Read more

tell me why this is happening and although every one has promised it would be fixed, the messages keep coming. Long phone call yesterday similar to others. They refuse to transfer me to a more senior supervisor and even had the audacity to tell me that the person who was supposed to be looking into this for me has now gone on holidays! I asked for a simple letter to confirm I was up to date with payments (which they confirm I am) which I was told would take about a week to write (half the length of this entry which has taken be 3 minutes!) - BE WARNED

Terrible – I signed up to Homeside because of the cost benefits but it's been terrible dealing with them. Took a long time for settlement of the loan, I got the 100% offset account feature and found out later that the offset wasn't actually set up!!! Terrible, this company really needs to improve.

Delivers exactly as promised – Homeside is a low cost, no frills business. The deliver exactly what is promised. I have used them for around 1 year and have had no problems. I have used the customer service several times and found them to be fast and as helpful as possible. Would recommend to a friend. Excellent rate, easy setup, fast responses

Excellent – A lot of posts before this are saying they have rang homeside and are on hold for ages and the operators don't know what there talking about. I have only rang up about 3 - 4 times and they have been fine for me. There internet banking is exactly the same as NABs which is the same as all the other big banks (easy). I also go into the nab and ask… Read more

questions which the nab workers still help me with, so far no dramas :) Cheap Interest Rate and fees, 6.90% at the moment with no annual fee and a less than $10 monthly fee on each loan. Also an offset account. After we got our loan we found out we could get a loan through 'Police Credit Union' however there interest rate is 6.89% with no monthly fee but a annual fee of $375 (only pay $375 no matter how many loans you have) and no offset account, so it kinda works out around the same but no point changing. So far none and we have had our loan for about 6 months now.

Good – Unlike most people who have posted reviews, I found that the customer service wasnt too bad. I'd rather Homeside than lets say telstra or energex! Anyway, I went with homeside for my three properties for the interest rate, and I only call customer service once or twice a year so no big deal really. Settlement was a bit stressful but I had a… Read more

broker that dealt with the issues fairly well.

Only use homeside if you want a competitive rate, if you are going to be calling them every week, maybe try someone else. competitive interest rates

integrates well with NAB internet banking Settlement. On two of my properties they left things till the last minute and on one I had to get an extension on settlement cause they were too disorganised. I also dont know who does their valuations, a first year apprentice? I had two valuations done on one property within a month and they came up $50 000 different! Luckily for me when I brought it up they went with the more favourable one.

Oh yeh and hold time is pretty awesome....

Incompetent – Our latest (not the first!!!!) terrible experience was to pay out a loan.... They lost paperwork, we spoke to many many different people and their service timetable to get a settlement figure is a joke. We had to delay settlement on our property because of them.

Horrible Business model – Like many here, we were tricked by the broker. NAB and Homeside are very different models, I would recommend you walk into a branch and organise a loan directly through a banker. NAB will talk to you and work out deals. The commissions brokers get are ridiculous, and fees are everywhere, and if you aren't happy with your broker you are in big… Read more

trouble as Homeside will not deal with you directly. If you 100% trust your broker and they are trustworthy and reliable then you might be ok.

Nabbroker worst back office – My broker dealt with an assessor [Name Removed] about a loan scenario who advised that certain fees would be waived upon submission of my application. The broker was very confused about the information [Name Removed] was informing us of because when he asked one of his colleagues they said otherwise. [Name Removed] seems to not have much knowledge… Read more

about credit assessment and lacks in communication skills. Myself and the broker were very fed up with this customer experience and [Name Removed] raising his voice over the phone. Nabbroker you suck. We went with CBA instead :)

I would never recommend Homeside to anyone – We took out a home loan through Homeside NAB 5 years ago. We found it necessary to take NAB to the banking ombudsman when we realised that they had not implemented the offset and refused to acknowledge receipt of the documents and would not pay us the excess interest they had been charging. Now we are trying to discharge our loan to move to… Read more

another bank, they are again refusing to acknowledge our decision to change loans. It has been over 6 weeks already. It seems as though we may be requiring the input of the ombudsman again. Very disappointed and disgusted that this bank treats their clients so very shabbily.

6 phone calls over 2 months and not resolved – I called to ask about review the interest rate on my mortgage. A lot of promises were offered, they sent my details to their pricing team, and suggested they could reduce my interest rate. 6 phone calls later, over 10 weeks, every time I called I was informed that the ([name removed]) was away, and nobody else could deal with my inquiry. At one… Read more

point when I called, I was advised an email would be sent to the entire team and so someone else in the team could pick up this request, even the manager would be copied. But no response.

So I didn't get a call back to confirm they adjusted the interest rate as promised, well ok that's fine. But they didn't even action their promise ... so don't assume they do what they say. Make sure you call back, check and double check even if it takes 6 phone calls.

I wish no stars was an option – Too many problems to list, but currently, we have a loan through them for a build and they won't pay out the rest of the loan until we get an occupation certificate...which you can't get until the project is finished...which can't be finished until there is money to pay people...which they won't pay, even though the loan is approved and 3/4 been… Read more

paid out!! How can they do this to people? This makes no sense to intelligent people, but at Homeside it's the way they do business apparently. What's the point of loan approval? Bunch of morons at the call centre. So basically if we don't come up the the money to find the rest of the build it would never get finished and no one could ever live in it! Save yourself some heartache and go with someone else, and I mean anyone else.

Homeside Loans – lost paperwork, incorrect signing flags, no recognition of power of attorney paperwork and 3 months to get ready for settlement. in short it was a bloody shambles. Don't ever use them . If your broker suggests them ,change brokers.

Home Loan from NAB Homeside – I have only had my home loan with them for only 4 months and i have already made more then 3 complaints against them. Do not get a home loan from NAB homeside.Stay as far away from them. It has been over 3 months and all i wanted is to change my Fixed rate and this issue is been going on for months and in a world like today where these things… Read more

takes minutes to fix it but with NAB homeside its never ending. I am trying to get refinance from other bank but rest assure i will never go to NAB homeside ever again.Very inexperienced staff and the output is a big Zero star

I wish I could give 0 stars – After "forgetting" to lodge paperwork for settlement, we're now being told it will be another month before any funds are seen. Only discovered this after chasing them for a week - customer service is horrendous, couldn't care less about the customer and have now put us in a really difficult position financially due to their incompetence. Would never, ever work with them again if my life depended on it. Absolutely disgusted.

Wish i could give Zero stars - Useless and incompetent! – My first encounter with Homeside began some years ago. I was in the process of purchasing land to build my very first home and was beyond excited. Our mortgage broker recommended we go with Homeside, so we trusted his advice and along we went. Over 2 months of "missing paperwork" and repeatedly sending them the same things over and over again we… Read more

decided to withdraw our application due to next to no communication and time wasting. After making this request and wanting our documentation back we were told that they did not have it and that they couldn't return it. another month had passed before we received our documents back, that day we walked into a commonwealth bank and had the loan complete 3 days later.

My second encounter occurred with my last property. When our mortgage broker suggested it I was very hesitant but was informed that with more experience they had changed and we would be fine. It started off ok. They only lost a handful of our paperwork this time around instead of most of it. However when we sold the property and had arranged a section 27 they repeatedly told our solicitor that they had sent it despite the fact that it was over a month and the solicitor had not received it. Another 6 phone calls later one of the staff said "Oh we didn't even see that, oopps." they were told to immediately fax the section 27 while the solicitor waited on the phone, which they did but not before the solicitor had to demand they do it.

Their customer service is atrocious, their attitude is disgusting and they are completely incompetent. I will never again deal with them or the NAB.

Can I give 0 stars? – If you value time and if you value your days to be stress free and than stay away. I have had 5 loans now with this "bank" and words cannot describe how bad they actually are. They work with what I can only describe as collusive behavior with LMI lenders to try and get LMI out of their customers wherever they can, they cannot settle loans in time… Read more

ever and no matter how easy you try to make it for them they never seem to get it. I have been stuck in a fixed rate with them so leaving will be too diffiuclt but I can warn anyone who will listen to stay away while I look most forward to my fixed rate expiring....

HomeSide Lending is the worst lender ever! – I have bought many properties in my life and dealt with many lenders. With our most recent purchase we went with Homeside. What a disaster!!!!!!!!! please do not deal with them and if you are still considering at your own risk, do not deal with an external broker dealing with them. They are playing a ping pong game. In summary of our experience… Read more

.- Loan documentation issues incorrectly twice - leading to almost missing out on scheduled settlement date - Homeside giving OK for settlement less than 24 hrs before due settlement date - more than 3 weeks after settlement, still no written communication about home loan number and details on how to log onto their internet banking system! - when calling the broker (from Green finance group, do not deal with them either), she argues she is not given access to much information on the Homeside system - when calling Homeside, they argue that I need to go through the broker - when calling NAB, they argue this is not our issue

So avoid them at all costs even if they provide a better interest rate

I have had good experience with Macquarie bank and St George, CBA is OK too

Service, people, IT Systems, attitude (it is not our problem...)

Painfully slow and do not fulfil promises – I am on a standard variable rate of 5.36%. As rates drop so should the rate, this is what variable is all about right? Wrong if you deal with Homeside. I had a valuation on my residence over 6 months ago which put my LVI in the region where I should have been getting 5.00%. I randomly called to enquire what the current rate is and was told… Read more

5.00% so I asked why am I not on this? Because they were working off an old valuation, they have lost or failed to keep on file this vital information. I got another valuation done on the promise if it returned the correct value I would be immediately (within 48 hours max) changed down to 5.00%. Over a week later, still nothing done despite follow up by my broker and myself. I will be leaving Homeside and all my business associated with NAB ASAP. Pathetic, avoid them like the plague. Shonky, incompetent. disorganised. You will be sorry if you sign with these cowboys. Oh yes, I will also be taking legal proceedings to recover the difference in the interest rate for the last 6 months which they will be repaying in full.

Slow, badly organised, terrible record keeping, sloppy and overall appear dishonest.

Worst bank – Homesides slogan is changing lives which is extremely misleading. I have only been with them less than a year but they have been rude , have no compassion and no organizing skills. They will set you up to fail and than push you down when you need there help. If you try leave them they will try get anything out of you before you leave . Don't trust them

Terrible experience – Was recommended by a broker to use Homeside. Only later found about trailing commission and $10 per month transaction fee. Worst aspect was Homeside losing so much documentation, repetitively, confirming all OK by email, and then failing to settle on time. Unable to contact them myself. They don't talk to customers, only the broker. Spoke with NAB… Read more

and they wanted nothing to do with them. Can't wait to re-finance - cost is immaterial in order to get away from them.

Especially not being able speak/email/write to them - only a broker can

Have dealt with this group on several occasions - not good for clients – I have dealt with this company on several occasions in my line of work - that is conveyancing. They have caused purchasers to default under contracts because of poor management of their files. They cause me to play over an hour of ping pong on the phone between them and their solicitor so I can actually get a matter booked for settlement. These… Read more

people don't appreciate that there are consequences to contracts failing to complete on the date required. They always take matters down to the wire when it comes to settlements. The matters have to be escalated every time. If I didn't call on a daily basis the matters would never get settled resulting in penalty interest to a buyer and further mortgage interest to a seller. Because of my concern for clients. not only would I not recommend this lender but I would strongly advise clients not to sign up if they were considering them.

no communication between the file handler, the certification officer and the person I have to speak to.

Bad experience with Nab Homeside lending – Terribly bad service. I have had lots of problems with Nab Homeside since the first day I signed up my loan with them. Even for my final payment, the Nab Homeside issued the wrong amount on the bank cheque, which was ridiculous. My advice would be not to go with Nab Homeside, given the pain that I have suffered through with them.

Beware! – We recently signed up with homeside through our broker Aussie home loans. We have had nothing but problems How this company is still in business is ridiculous. We have received our first progress payment from our builder for slab down & homeside are refusing to pay. Excuses & more excuses are given by them. Now the second payment is due for plate… Read more

height we are still fighting for the first payment to be released. They have no idea when it comes to figures. Absolutey no customer service skills. These people are totally incompetent. Building our first home has been one of the worst experiences of our lives thanks Homeside!

Lost titles and no customer service – Recommended by Aussie Home Loans. Lost title documents when settlement due. Refused to replace the title documents and a real 'don't care' attitude. So no settlement and buyer could not move in. Has 3mths notification. The broker tried to help as it happens to them al of the time Just read the other reviews here - they should not be in business everything. They should not have a AFSL

Stay Away – They may have cheap rates but their service is cheaper and nastier. Never believe mortgage retention. Don't rely on them. Go in to a branch to the NAB and have real people call Homeside and relay the information to you or write it down. We have been trying to get away from these people for months, simple to request a payout figure and pay a loan… Read more

out. NO! You will receive attitude for wanting to leave, the break costs will change daily, even several times daily. Your address will suddenly change as will all your contact details, to details you have never provided. They will mislead, cover up and do their utmost to confuse and horrify you until it becomes all to hard to leave and you give up. Refuse to answer complaints, refuse to return emails. Refused to respond at all to our ombudsman complaint in the required time and now refuse to respond to the Ombudsman! Never venture near Homeside. Stay away. for your own piece of mind.

Everything. Their customer service has to be the nastiest, underhanded service ever encountered. disgraceful in every way.

The worst organisation I have ever dealt with – At best Homeside Lending are grossly incompetent. Failure to meet agreed standards of service, poor communication, lack of understanding about 'who does what' are just a few of the deficiencies. These all pale in to insignificance when compared to the antics of the mortgage retention unit. Simple question "what is my payout figure?" but these… Read more

people are paid to hang on to your business at all costs and will hold you to ransom when you ask for a figure that you are entitled to receive. Complaints lodged with Homeside Lending regarding their appalling customer service and the outright arrogance of their staff are dealt with in a dismissive and offhand matter. If you value your sanity, do not go anywhere near this organisation; it has absolutely no redeeming features.

Woeful – 1. Broke promise and failed to provide conditional approval in time for auction 2. Sent contracts to wrong address 3. Dated, confusing and inconsistent contract formats 4. Had to be chased regularly in order to provide settlement within the required 6 weeks 5. Set up offset accounts incorrectly. Why do I need 6 accounts and 3 separate cards? … Read more

6. Not willing to correct their mistakes over the phone. I now have to request a direct debit change form in the post and send it back.

7. Not willing to correct a mistake on the credit card limit. Have to wait 3 months to be re-assessed

Please do not make the same mistake as me and and get your home load with NAB Homeside! I'm writing this so that you don't have to.... The interest rate

Abhorrent - especially Mortgage retention – When you decide you have had enough of Homeside after 9 years, three houses and every single aspect has been painful, do not believe Mortgage Retention when they promise you the world. We recently tried to leave Homeside as we had had enough.... One application (that we have only just discovered became a bungled mess of several credit enquiries… Read more

on our credit rating file), 7 weeks, more than 14 different people, absolute dishonesty and lack of integrity and unnecessary hostility later and we seem to have an agreement in part from the Financial Ombudsman that their lack of professional etiquette and complying with processes is questionable.

They tried to give us our own money (a substantial redraw as we have paid off most of our home) back to us as a line of credit loan at one stage which was not applied for and completely unrelated to what was a very simple request. Refused to explain any of the delays after promises of escalation. Refused to let us speak to managers when we wanted to complain. Refused to let us complain!

Once the Ombudsman became involved our file became something completely different and if we hadn't been for our keeping emails and phone conversation notes on dates, times and names, we would have looked completely at fault and crazy. They know what they are doing when they attempt to cover up ongoing faults on their behalf and be aware that when you are unable to get things in writing from them it is absolutely for a reason they wish to avoid responsibility for.

Shocking. Disgusting that any type of business can behave this way as a group. They have damaged our credit file so that we can't now refinance this one loan away from them. Even though they are legally obliged to repair it and remove the huge number of unnecessary enquiries, they have another 45 days to respond to if they will comply and then another 45 days or response....etc etc. We can look at being stuck with them realistically for another four months. Minimum, even though they are entirely at fault. There is no reason to make a credit enquiry when you request a payout figure to change lenders. This is the law, but it seems consumer laws dont protect us from serious breaches in conduct, nor do they really support consumers in any type of prompt remedy.

The fact that you cannot actually speak with the same person and nor can you go in to any branch already permits misleading and sinister behaviour on their behalf and I guarantee you from experience, this is what they will do. Stay away.

Sinister, unethical, not one consistent person to talk to. Intentional actions to thwart simple requests. Overt lying that was disgraceful and placing blame on each different partner so that at one stage my wife and I were furious with each other for something that was completely fabricated. Awful. Dishonest. Could not be worse.

Frustrating to the point of tears, after over a decade of loyalty! – We have always had issues with Homeside, not passing on rates, being impossible to talk to someone and people never returning contact after they need to "Speak to their manager" about a basic interest rate query. Only minor irritating issues, better the devil you know, especially two houses later. How ignorant of us! Went to CBA to try a… Read more

new lender for a house, approved for a home loan in 4 days no hassles. Went to Homeside to access the equity in our investment property and ended up in the most sickening, frustrating battle of my life! How hard is it to get $55K against a house you've been paying off above and beyond what was required for almost a decade. IMPOSSIBLE.

Convinced me to not refinance everything with CBA, that the equity loan was a simple process. Easily get the paperwork by the following Thursday ( 9 days time) which was our deadline. Easy process as our accounts have an excellent track record, they can see our income is more than sufficient and always regular. Done Deal. She will have the definite figure of available funds by the end of the week.

Did not hear from them for 2 days. Requested an update 48 hours later and was told they could not find my application or the woman I spoke to. So I emailed her to request the update and figures. Received an email with tentative figures only. Assured once valuation came through, everything was fairly fast and simple from there. She would call back once the valuation came through that afternoon with more of an idea. That didnt happen.

The following day, Friday, no call back by 4pm. Phoned for the figure and she was not available and no one else could help. In fact, no one could find my application! (what!?) Finally spoke to a man who said more documents were needed that are impossible to get and that the figures were still tentative and he would get back to me first thing Monday. Emailed through what I had already provided once and the woman who is always too busy to take my call or call me back emails back that 'hopefully' we have an answer soon.

No call Monday by 4pm. Phoned them and spoke to the most hostile woman who insisted she could not help me 'at all' because she was with NAB and it was Homeside. Hang on, I phoned Homeside Retention. She said the original woman would call me back and I expressed that this doesn't seem to be the case, I really just want to have a conversation with someone who can explain to me exactly what is happening because now I am confused about where we are at. She informs me that the woman tried to call me back three times on Friday and so she had been trying to reach me and I advised her that this was impossible as I was attached to my phone, waiting for a call back and then phoned myself. She argued with me! Then I queried the number and it was some bogus number she had logged and on top of that, my contact number had been updated to this bogus number on Friday by her!! The NAB woman tells me I must have updated it when I called, and again argued with me when I explained I am not in the habit of providing pretend numbers to people whom I really really want to speak to. I can't express enough how rude this lady was, talking over the top of me. Things were getting weirder and all I wanted was this concrete figure. CBA are now asking me what the hold up is on a simple concrete figure a week later. I have to CC an email to the base email, the woman and CBA that I authorise CBA to contact them directly because I really dont understand what is going on, this woman does not seem to want to talk to me.

I receive a terse email back fairly quickly from the original woman (application agent) telling me the figures with a blown out LMI and then a recommendation to take my business to CBA in full as she cannot work any faster. I have to add that this is what we wanted to do originally and we were convinced by the Mortgage retention lady that she could do this in the timeframes (10 days) and it seemed that both banks agreed that the equity loan was a faster and easier process than a refinance at this stage. She was well aware that by Monday, it was now far too late to start a refinance with CBA. I had not been rude to anyone, I was simply requesting the figure and the update and advised of the non-progression because I had followed up. Happy to share this email with the world, our bank manager for the new loan with CBA was blown away.

So now I am panicking because we have now 4 days until finance clause is up and I still dont even know if we are getting this money. I wait every day until 12pm for the promised call backs and then I phone. I was advised once that there was this definite 24-48 hour period turnaround for one process and that it was the 48 hours at 8.45am the following day. He would phone me for my approval on that figure as this approval was essential to progress it quickly. Didn't hear from this guy again, waited until 12pm and then phoned. Then there was another problem! The figures were all wrong. the percentage was wrong. She would call me back. It is Wednesday. We have until Friday and we still don't even know if we have approval or what the exact amount is! One figure blew down from $5000 to $700 in our favour because I queried the policy. It was strange thing after strange thing and I just kept begging them to please explain to me in clear speak what the hell is going on and should I be considering pulling out of this house. Everything was always different and I had to provide the same information over and over again and the crazy thing is, it was information on pay going in to our accounts, that they can look at themselves as they are NAB accounts!

Today is Thursday, we go unconditional tomorrow. When I phoned this morning I was told that the file was now with the credit file people and the original agent will phone me back this afternoon. I'm not holding my breath, the guy last night who apologised profusely said he would phone back after he had pushed the file through...

Fortunately we have found another way that we can get this money from our assets and we can still buy this house. But it took us 4 days to get an entire $400k+ mortgage with CBA and we had never banked with them before. And it has taken 10 days to get almost nowhere with Homeside whom we bank with, whom have access to all our finances and whom we are only asking $55k from.

We are now preparing to refinance everything over to CBA as originally planned.

Stay away. I am making a formal complaint to the ombudsman at the end of all of this. Their manner of customer service is appalling and traumatic.

No stars – Lazy lazy NAB Homeside forms not actioned when mailed in for change of details-hell yes-my money it is or had u forgotten homeside rude supervior in Sydney nil service nil satisfaction try Macquarie Bank for ultimate rates and service Homeside who? who? who? who? a Brokers nightmare as delivery to cutomer unacceptable

Zero Customer Service – Try contacting Homeside with a query on your loan & you'll get passed from person to person & noone can actually give you an answer. They tell you they'll take a message & get someone to call you back which won't happen for days. They take much longer than the banks to pass on rate cuts than the NAB & they'll give you a rubbish excuse for it, … Read more

when we know it's because every day they don't pass it on is more money for them. I would never recommend them to anyone, i'd rather shop around to get a better deal than stay with them. We went with them because a broker recommended them as being cheaper They won't deal dirrectly with us they want us to go through our broker. The broker we used is no longer a mortgage broker so what are we supposed to do.

Terrible and arrogant customer service – Worst customer service, no help at all. Takes ages and so many calls to get things done. Third class customer service. Don't talk straight , they twist the conservation , they just talk don't listen to our problems, if you want to spoil your home loan experience home side is recommended, don't call them in the mornings as they will spoil your… Read more

entire day Good for brokers, good commission for brokers Worst customer service, won't give competitive rates once becoming a customer

Warning - stay away! – We were tricked into going with homeside (by a broker) after they were able to offer a slightly better interest rate than our previous bank. We had finance approved with them for a second loan to purchase a block of land. A year later the titles were issued for the block and we had 21 days to settle - nothing unusual about that. That's when the… Read more

problems began!

We signed all the documentation 1 year ago and when it came time to settle Homeside decided they needed more documents signed, more forms, further proof of income from us, wanted to change names on certificates of title with our other property. Sent the documents for us to sign (again) and when I read them they were all wrong! So then they had to prepare more documents etc.

It's now nearly 6 weeks passed the settlement due date and Homeside havent even picked up the phone and called us to explain or appologise. I've done nothing but bend over backwards for their requests and they drag their heels costing us penalty rates for late settlement of $83 a day! Absolutely hopeless and customer service is non existant. Please let this be a warning to anyone who is offered a loan through Homeside - dont do it!

Customer Service non existant. Care factor of 0. Lack of urgency in processing applications, unnecessary fees.

Worst customer service I've ever known! – Having had a homeloan (2 in fact) with Homeside for 6 years now I can tell you that their customer service is ranked in my books as the worst I have ever had for any company I have dealt with. To the point of literal tears today! Their response times are appallingly slow when renegotiating loan interest rates (I think so they make more money… Read more

through keeping you on a higher rate - we've been trying to get our rate renegotiated since March last year - March!! That's 1 year ago!), their phone consultants really don't know how to fix your issues (as simple as transferring funds - took us 5 phone calls and 2 trips into a NAB bank with 2 kids under 3 years old) for them to work out finally that they hadn't set us up with that tab option on the internet! My goodness.... just now they have done the final straw through repeating to tell me I am not authorised to discuss my husbands loan, although I have gone in with him twice to a NAB branch to sign forms to consent to me discussing things - hard when he's the one working full time and I have the time during nap times of the kids to discuss things. Anyway they still wouldn't listen to the fact I wasn't even asking about my husbands loan but our joint one - and then he proceeded to tell me that "well then just get on with it then!". My goodness - it was his mishearing not mine. We have been waiting to get a final renegotiated rate since Monday last week (NAB branch took 24 hours! What the, since they are one and the same!) and they still just give me the rate we are currently on - 0.3% higher than what they verbally agreed to last week... anyway stay clear in my books! Save yourself some pain - cheaper rates sure, but you pay in other ways !!!! Paricularly time wasting..... Cheaper rates . Great if you take out a loan and not want to do anything except automatic redraw for loan repayments for the 25 years of the loan!!! Everything else apart from rates - options, customer service, enquiries, changing the state of your loan cumbersome and hard work.