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Big hassle, terrible after sales services and they don't check on unauthorised deductions made
My loans have been settled through Lendi weeks ago but there have been unauthorized charges not being picked up by the broker before the settlement. When I first ask about the charges, they asked me to wait for the bank final schedule of payment and don't bother to check if they were valid or not. Seems like they don't bother to check if the banks are making correct transactions before settlement. Out of the 2 loans, one had an unknown of 6k!+deduction and the other with 1.4k+. The 6k+ has been returned without any valid explanation only after...multiple email exchanges which I just let it go since now ihave gotten back my money But now they are simply not getting back to me on the 1.46k or at least explain to me on if it is a valid charge. Don't understand why they would take more than 2 weeks and still not figure out, and not retuning my money. Calls have been unanswered (calls went to voice mails ALL THE TIME or messages left on voice mails not answered). Emails responses have been tardy...and eventually if responded, only said they are investigating. Even before the settlement. I find that the amount of administrative work required doubles what I had to deal with when I were liaising directly with banks previously. If I decided to make changes due to change in market circumstances when the loans haven not been signed off, I was told that that I have to pay to make changes to the contracts that I did not have a chance to vet through before they submitted to the banks. I have previously refinanced with banks directly and find the whole process so much less hassle and much more responsive. Lendi did not put in the credit card application for me as part of the bank package and now told me that I have to cancel all my other credit cards before I can apply for one. I has asked them before how do we go about setting up the credit card before I cancel the others but you guess it, no response! What is the point of a broker if I have to handle everything myself? I can't follow up with the banks directly on the discrepancy now as the banks always referred me back to the broker. i now have to leave a (bad bad bad) review hoping for a final resolution. This experience left a very bad taste for me in terms of using brokers. Please don't go with one if you can as they only care about you getting loans through them, although their sales pitch is that they will look out for you even after this transaction. They followed up quite frequently with me when the loans were not being put through yet but now? I am out of pocket for no reason and they have decided that it is ok for me to be out of pocket for weeks when I could have put that sum to other use like getting new furniture or to offset my loans!
The worst customer experience!
Signed up with the company in 2019 - Jan called them multiple times and asked how my application was going. Was told some one will call me back. Finally received a call in August!
There was no communication on the settlement. I had requested for a specfic settlement date for my two properties and was assured that this was going to happen. Post settlement was not given those dates and was asked to deal with all the issues by myself.
One escalating the issue Manager calls to apologise but no further action is take!.
Rude and pushy!
Very unhappy with the lack of professionalism I experienced. I started the online process during my lunch break at work but didn't finish. Within 10 minutes I had a very pushy consultant from Lendi on the phone. He was quite rude when I said I couldn't talk because I was at work and I had to eventually hang up on him so I could get to a meeting. He rang again several days later, quite early in the morning. Made a number of statements that were quite contradictory compared to statements he had made during the previous call and again was very pushy. When we are ready to refinance we won't go through Lendi to do so!!
Customer Service experience
It took nearly 4 months for the refinance of my home loan to happen. I was most disappointed in the service I recieved. The consultant was asking for the same information time and time again. No one would get back to me, I was not able to get anyone on the phone. Even when we got to the settlement date, this was changed 3 times. I am extremely angry and disappointed in the service I received.
Broker keeps coming back for bits of information. This was meant to be a simple exercise, however has blown out unnecessarily. Supplied the last of the request information over a week ago, and have had no acknowledgement and no further information of status of loan despite being previously advised "we were 95% there". Will be having to take my business elsewhere , as this appears to be in the dead stop lane.
I'm refinancing my current home loan and placed my application early July. Today is the 7th Aug 2019 and even though my application has been unconditionally approved, I still haven't received an official settlement date!!!! Stop asking me to providing more screenshots or documentation as it seems like a delay tactic. Seriously get your act together! If I knew it would take this long, I would of went directly to the bank!!
If you are reading this, don't be fooled by the ratings here. Yes the customer service is great but can they provide the service when it really matters? [Name Removed] has been terrible! No return call no email! Lift up your game else I will raise a formal complain with the appropriate body!
My loan took five months to settle. The communication between the Lendi staff was appalling. I was sent the wrong documents. Asked to send the same documents to different staff members who were disorganised and didn’t seem to know who was doing what. Your staff need some serious retraining. No recommendations from me...never again. Please review my phone calls which were “recorded for quality assurance purposes” and emails.
I was not given correct advise and ended up being out of pocket.
My experience started off positive with [Name Removed]. He seemed knowledgeable and knew what he was talking about, He advised my out of pocket expenses eg; Loan fees, Solicitors fees and any other charges would all be covered by borrowing an additional $1500 on top of my loan. I agreed to this and after my settlement had finished I ended up owing an additional $843 because my so called experienced broker did not factor in $900 of govt charges. I have since had to pay my solicitor the additional $843 outstanding amount but would not recommend Lendi to my friends or family in case they are also given incorrect financial advise.
Bad people to deal with
What a joke lendi is been waiting since 17th February, have done the paper work twice on line the brokers say they will call you back but don't have left email and msg but when they do contact you there full of crap would never recommend this company to anyone.
Things started off really well. The person assisting me with refinancing was extremely attentive and full of assurances and promises to get me the best deal possible, saving me significant money each month etc etc etc. Then out of the blue all communication stopped. I couldn't get any response to emails, messages left on voicemail and no returned phone calls for an entire month! Finally got a call back from a supervisor(?) who was full of apologies but not much more. He informed me that he had looked over my file this afternoon (yeah right!)...and was confident that they did not have a lender willing to assist me. Really??? While I was waiting a month for a call back from Lendi I went to another broker who arranged refinancing in just a few days with absolutely no problems whatsoever. I would never recommend Lendi to anyone. Poor advice, deplorable service and week excuses that are hard to believe.
Was mucked around from the start - first contact fired, took me to find that out. Next agent apologetic and ‘all over it’ however despite more than one email I never received information about the apparent pre-approved loan. Phoned to complain, answering service at least did their job. Received callback from some random who passed my concerns on. Next time I heard from anyone was to ask me to complete review as that’s how Lendi gets paid. End story- all talk, no adequate action let alone noteworthy service.
Waste of time
Johnathon from Lendi started out great with our re finance, he explained everything well and gave us the time of day. Now it’s been dragging out for ages and he’s been ignoring all our calls and emails. So I’ve found another broker who can’t do enough for us , do yourself a favour and read all the bad reviews guys cos they all say the same thing. Glenn
What a horrible web experience!
All I wanted to get was a basic comparison. The website asks for a ridiculous amount of personal information as if it is signing you up for a full on mortgage broker experience before it gives you any information. Each time you log in, it then asks all of the same questions again and keeps increasing the total lending amount so the few options that the website does give you can't even be used for fair comparison because the monthly payments are ridiculously inflated.
The whole experience was infuriating. So much wasted time and nothing of value delivered! Use a different service if you just want a basic comparison.
Wasted a month of our time for no outcome
After reviewing the good reviews of Lendi, we went to them for our new home purchase. We found the online application process quite good.
We have a non conventional history and company structures which made the application more complex, but the broker clearly (and admitted in the end) went to the wrong bank. After it was declined (after we were told it was all good), he persuaded us to give him a second chance with 'the right lender for us' on the basis it would be more suited to our circumstances. After much deliberating, we gave Lendi, and...
WARNING DON’T USE LENDI
My initial experience with my prepapproval was good - the rep was responsive and walked me through the steps of the pre approval process, however as soon as I paid the deposit I was passed on to another team and I became extremely frustrated with the level of customer service and the multiple mistakes that no one ever took ownership of.
The primary issues are listed below:
- My application form with all of my confidential information was sent to the incorrect address without any tracking. I have no idea where these forms ended up, I just hop...e they didn’t end up in the wrong hands! This caused significant delays and much stress. - As I received the loan documents so late, I really didn’t get much chance to review everything in much detail. The forms are very confusing and complicated and Lendi offered no assistance to go through this. I also found out at the last minute that I had applied for a credit card, which I was not made aware of - It was almost impossible to get anyone from Lendi on the phone. Also many of emails went unanswered - No one from Lendi called after settlement to congratulate me or tie things off. The lawyer and bank did, i would have thought a Lendi rep would too.. I trusted Lendi to provide me with guidance and comfort throughout the process of purchasing my first home. I was let down with my experience – I feel like I was sold a service, which really delivered the bare minimum and caused more stress than comfort. I am looking to move away from Lendi soon after my settlement date.
New standard of unprofessional Behaviour
Highly disappointed with the way they deal customers. No communication and i have been just waiting for 3 months to know that they cant proceed. They are saying that banks have changed their policies which i understand but I was chasing them for weeks for outcome. Edward who was calling me everyday for details and documents, didnot answer a single call, no reply to emails nothing at all. Well, good luck with this company and now I know that i have to stay away form this name.
I have been left bitterly disappointed with my lendi experience. We have been given the runaround by lendi-dealing wih multiple consultants, no continuity, delays, poor communication and lack of esclation and resolution. Now dealing with an unacceptable delay on a building project that we have been liaising with lendi on for 10 months.
Change of Mortgage Broker, No follow ups, No Emails, No phone calls after contract signed...
I would never recommend Lendi to anyone. They got me pre-approval but left me completely in the lurch after I signed my contract with the solicitor. I sent my contract to my new broker; a Mr A.L and then he went literally dead silent. No phone calls, no emails, I left him multiple messages, called up Lendi (Natasha?) Customer Success officers, etc. It got so bad and urgent (my cooling off period was ending), Hisham Rockley stepped in, but by then I've lost all faith. I hope the Royal Commission does shake up the industry. A really horrible experience
Take commissions, forget everything
Process took more than 90days(3 months) blame to holiday season and wasted my time and money that cost me monthly $1100 . That process easily could have been done in 4 to 5 days. Empty words mean nothing. Now no answer of phone or email, but now I approach bank directly. So problem solved. Lendi is really doing hard work to lend problems to their customers who put the trust on them. I Believe time contact direct lender not lendi. Thank you whatever you have done to us but no more
SHOCKING!! SAVE YOURSELF THE HEADACHE
Save yourself the headache and keep away. I was given empty promises, had to chase them up often. They recommended AMP, it took approx 3 weeks to get a pre- approval despite expressing urgency. I had to go over 42 pages of documentation, paperwork after paperwork. They sat on the information provided for a while. They gave me empty promises. If you are not too concerned about time and whether you get an approval, then speak to Lendi. Thank you ANZ for approving my application with an unconditional approval within 4 days.
Failed on every front.
My dealings with Lendi have left a lot to be desired to the point I am reluctant to bother with brokers in future... I applied to refinance my investment property, to find myself constantly chasing and following up the broker, who always seemed to be on a flight, in hospital or other wise occupied.. this went on for 2 months and in the end I simply stopped following up; I have not heard back from that broker since. I then called head office to seek assistance from someone else, only to never get a phone call back... Lendi is one of the worst organisations I have had to deal with, they seem to have no concept of customer service or common courtesy.
My advice is to not use Lendi.
Worst communication throughout whole process of loan application to settlement of loan. Think again before using lendi. Longest most drawn out painfull process
Worst experience ever!!
Customer service started off great. Started to go downhill once our pre-approval application was lodged. We were informed it would be two days. Then we heard nothing for 4 days so I called our “loan expert” .... no answer and no response to voice messages left or emails sent. After 2 weeks we finally had pre approval.
Then we found the house. Application went in for unconditional approval. Again we were told 2 days. After 5 weeks..... yes FIVE WEEKS and having to go to the “experts” supervisor we finally had unconditional approval. In the midd...
Unfortunately, I had a terrible experience with Lendi. They underquoted the fees and as such I am currently $2k+ out of pocket. When I asked questions about the fees they were condescending and told me I was ‘over thinking things’. They promised that the fees would be refunded within 10 days of settlement which was a month ago. I raised a complaint a month ago, still not resolved. I would highly recommend steering clear of this company.
So incredibly unprofessional
DO NOT EVER DEAL WITH THIS SHONKY COMPANY. [Name Removed] was very polite although had no idea what he was talking about. Second person I dealt with was [Name Removed] who was very rude and also seemed to have no idea what she was talking about. [Name Removed] was the third person I dealt with who promised the earth yet still didn't deliver (efficiently). It took a few days shy of 12 months for Lendi to get the details right, my loan was actually approved 3 times by the lender before Lendi even came close to getting the details right. I hate Lendi with a passion but was promised the earth and kept holding on. I would highly recommend finding another broker, these people have no idea what they're talking about.
Questions & Answers
Who do I contact to help sort out my application as my lendi rep is stuffing us around and keeps emailing and asking for stuff we have already provided, he said everything was fine and we will hear back regarding approval but emailed again today asking for details he had asked few weeks ago.
Hi Puspa, thank you for taking the time to reach out to us. We’re so sorry to hear your experience so far has not been an enjoyable one. We pride ourselves on our customer experience and we will be looking into what is happening. We will send you a private message to discuss this further but please feel free to reach out if you have any other questions or queries.
Hi I have replied to your private msg, pls take action as we don’t have much time before the property settlement and I have supplied the name of the broker so you can look into it.
Hi, I have responded in our private message.
Hi Lendi Team,
I am writing on behalf of my husband. I feel so bad for him as he keeps calling our Agent but no response. We are waiting for Unconditional Approval from last week Thursday. Two days ago my husband was on a call with Agent regarding some query but after that no communication at all. Now Christmas holiday coming closer and closer we need some kind of Clarification otherwise we would withdraw the application. If someone can contact my husband. ASAP.
Hi Dipti, thank you for taking the time to review your experience with Lendi. We take customer experience seriously and will be looking into what has happened. We will send you a private message to discuss this further. Please reach out if you have any further questions or queries and we would be happy to assist you.
I was leaning towards Lendi for a homeloan after seeing the '1877' reviews with the highest stars than any of big 4 banks, just having a feeling that these may not be genuine.
Are you aware of any fake or paid reviews ?
Hey there, thank you for your question. I want to clarify that we are not ourselves a Lender. We work alongside over 35 lenders within the market and have helped thousands of Australians on their home loans. We pride ourself on providing exceptional customer service, hence some of our glowing reviews on Product Review. We do not pay for our reviews nor are our reviews fake. If you would like to know what the hype is about and understand how we can help you, feel free to send us a private message and we would be more than happy to see how we can help.
You should look at "Verified Customer" only. I am a "verified customer" and actually not happy with this company.
Better to use a local agent !
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