- Sign in
- Write a review
From June, 27th, 2016 until July, 1st, 2020 Loans.com.au was offering a $30 Wish voucher to their customers to encourage them to write a positive or a negative review. It is possible that reviews below have been written by customers who received such a reward. These reviews adhere to ProductReview’s Incentivised Customer Reviews Guidelines and may explain a spike in review numbers.
MCTSouth East Queensland, QLD
- 2 reviews
Fantastic customer service
My consultant was polite, knowledgeable, attentive, and made a daunting process easy and relaxed. I couldn’t be happier with the outcome of this process and really appreciated the level of information and clarification that was provided. Where other lenders didn’t even acknowledge my enquiry, my consultant followed up repeatedly to check when would be a good time for me and was nothing but accommodating and professional. 5 stars on all fronts.
1 comment
The reviewer stated that an incentive was offered for this review
Debbo63AU
- 3 reviews
- 1 like
Cannot fault
Quick and easy process. The team at Loans.com.au were helpful and friendly to deal with. The onTrack portal ensures quick processing of loans. Their app Smart Money once you get the loan is brilliant, and very easy to use. I must say I was dubious at first when I saw the low rate but it was a a very quick process
1 comment
Hayley G.loans.com.au
Thanks so much for your wonderful review. We're glad you had a great experience and we appreciate your feedback on our onTrack and Smart Money apps!
With us every step of the way
We became interested in loans.com.au for their low rates but we didn't expect such amazing customer service. In the current competitive market, it took us over 6 months to secure a house but Jazmin was with us every step of the way. She couldn't be more helpful- promptly returning correspondence and answering all my questions with exceptional patience and clarity. A great overall experience!
1 comment
Hayley G.loans.com.au
Hi Carla, thanks so much for your awesome review. We'll share this with Jazmin and the team!
Find out how loans.com.au compares to other Loans
Know better, choose better.
Beck JSouth East Queensland, QLD
Beyond helpful!
Our loans manager Jazmin was a blessing. She was so helpful, explained everything so we understood it and made our experience very personable. Very happy that we used loans.com.au for our purchase.
1 comment
Hayley G.loans.com.au
Thanks for your awesome review Beck! We'll pass this on to Jazmin and the team.
LauraSydney, NSW
- 2 reviews
- 1 like
High level of customer service and integrity
I have been a Loans.com.au customer for approx 2 years. I have a home loan and 2 investment loans with them. I engaged with their customer service team to seek a rate review and obtain break costs on a fixed loan. I originally dealt with Emma and explained my rate was no longer competitive. She immediately sought additional discounts off my Variable rate loan and sought break costs for the fixed. As the fixed rate had 14 months to go the break costs were quite high. However, due to the size of the loan and the move in 1.3bp it was still worth u...
Read mores breaking. I was surprised to obtain an email from Sue who has checked if we waited a further 2 months to break the fixed rate we could save over $2k in break costs. I believe this demonstrates a high level of personal and corporate integrity and am very appreciative of Sue bringing this to our attention. Very happy indeed!1 comment
Hayley G.loans.com.au
Thanks for your kind words and taking the time to leave a review. We've passed this right on to Sue!
RoyKSydney, NSW
- 19 reviews
- 18 likes
Not valuing existing customers
Generally once they got your business, they forget about you. The focus and good rates are only passed on to new customers. The catch is once you’re in, rate goes up. Customer care: uncontactable, only if you have a long time and relaxed nerves to wait on hold. Otherwise email, they get back to you in a few days. If you have fixed rate, forget about asking the break cost, they calculate the rate somehow that you never think about breaking your fixed rate which means you are stuck until the end of the fixed rate term.
2 comments
Hayley G.loans.com.au
Hi Roy, thanks for taking the time to share your feedback. We’re sorry you had trouble trying to get in touch with our customer service team, that's not what we like to hear. We've listed our availabl...
Read moree hours more clearly on our 'Contact Us' page, and if you ever need assistance at another time, try our live chat.That’s good to know, but that is not the main Point of this feedback, or maybe you haven’t read it properly. it’s about the rate which you have not addressed. I think public needs to know what they want to get themselves in to.
IdaMetropolitan Adelaide, SA
- 3 reviews
- 2 likes
Superb Flexible Service
The service by superb. Ilone Counsel, the consultant, was extremely helpful with suggestions on how I could split my loans to suit my needs. At first, after doing a lot of comparisons, I went ahead to take up the offer from another loan provider that offered a slightly lower rate. However, with the later provider, I was paid for unexpected charges such as Indentity verifications costs. When the final approval came through with modifications that did not meet my requirement. I went back to Loans.com.au who somehow managed to process my application before the settlement date without the extra charges.
Easy home loan!!
Customer service was excellent. They explained everything clearly and kept in touch regularly.
The rates are quite good right now.
Wasn't real impressed with 'On Track', especially the app. Needs urgent attention to be more user friendly..
The reviewer stated that an incentive was offered for this review
Awesome service backed by fantastic rates
Loans.com have been a brilliant alternative to main stream banking. The staff were fantastic, especially given we were on a tight timeframe. They organised everything efficiently with a can do attitude and looked outside the square for alternate solutions when our old bank presented roadblocks. Couldn't be happier.
The reviewer stated that an incentive was offered for this review
Find out how loans.com.au compares to other Loans
Know better, choose better.
Bradley A.Darwin, NT
Best service in attaining a loan
Loans.com.au provides a competitive loan rate, easy online digital web technology tool to follow and outstanding customer service. We have used them for refinancing and several loan applications without a problem and highly recommend this fantastic lender.
Thank you!
Misleading, terrible service and poor online management system
Signed up for a 2yr fixed loan and variable loan split 2 years ago now. In the 2 months between signing up and settlement, both the rates had increased despite no increase to RBA rates at the time. We only noticed this once our first payment was required (it was not communicated before this time). The "free" splits available to our package could not be used on the fixed loan component, which had we have known this, we would have split the amounts differently.
Loans.com.au customer service was poor after settlement, we were passed from customer ...
IvanSouth East Queensland, QLD
- 2 reviews
- 5 likes
Totally unprofessional
Went to refinance my home loan with loans.com.au recently and I've met all the criteria and terms and conditions. Got pre approved then approved. No problems. Signed the mortgage documents all went well. They sent me an email confirming the settlement date and time. I thought, all done now just wait for the day. One day later i received another email saying that they missed the fact that i had a payment plan with ato and unless that amount was paid out in full that the settlement wont go through. Ive had that plan when i bought the hous...
Read moree as well and no problems. So now its canceled and my time and money for house valuation all wasted. Only thing they could say to me over the phone was, sorry we dont know what to say. They couldnt give me an answer. Very dissapointed and would not recommend them at all. Especially if you are a first time borrower and get approved, settlement booked in and then disappointment. Horrible. I will look into my case thoroughly and get some advice as they shouldnt legally be allowed to do this.Birnie
- 2 reviews
- 2 likes
Appallingly bad!
Got a construction loan to finish a renovation. Great service selling us on the loan but rubbish from then on. Twice "lost" redraw funds, can't count, zero answers. Massive regret!
JudyAdelaide
- 2 reviews
Over the moon having my own home
The customer service has been outstanding couldn’t have asked for better people to talk to
No additional cost involved
Staff kept me informed all the way
Fantastic interest rate better than the big banks
Absolutely happy
The reviewer stated that an incentive was offered for this review
FrankBrisbane
- 2 reviews
- 1 like
Great at first, less so over the years
Refinanced two loans to them from ANZ. Salesperson and mortgage manager were both friendly and efficient which l quite appreciated (and pleasantly surprised given the reviews on here). Took about 1 to 1.5 month overall but it was a refinance so l wasn't as speedy with the documentation as l probably could had been.
My only caveat or warning for those thinking of using them is that their Loan Tracker website for managing your applications is terrible! It doesn't allow you to view what documents you have uploaded. l still don't know whether u...
Read moreploading new documents replaces the old ones and was re-uploading everything again in one bundle, which is a hassle. The worst part is the system won't email me a notification anytime I get a message from my mortgage broker or if there's an issue that's waiting for me to action. l ended up having to check the site daily "just in case." A friend of mine is currently refinancing with them too and he's not getting emailed either which suggest it is a bug with their site. If not for the staff l probably would had pulled the pin on the refinance but they were quick to reply to my queries and action any concerns, which helps to reassure me this isn't a mistake. All in all though the process went smoothly and I'm happy with the separate site they provide to manage my loans. Would recommend to friends but with the warning above. -- UPDATE 05/07/19: Having been with them for several years now, some issues have emerged. The most annoying is that my rates keep deviating from what's offered to new customers so now I'm getting 3.99% while they are offering customers 3.28%. This is after they already 'reviewed' my rates after I complained (was on 4.19% initially). They also aren't keen on making loan documentation easily available for me to check terms and conditions like discharge fees, trying to discourage me from refinancing away. Overall they're still a competitive low cost loan provider with good online services but unfortunately they do the same dodgy practices that plagues the whole industry.1 comment
Hayley G.loans.com.au
Hi Frank. We're glad your refinance was a success, even though the Loan Tracker system caused you some frustration. Our online services are constantly under review and your feedback has been passed on to the team. Best wishes, loans.com.au
Find out how loans.com.au compares to other Loans
Know better, choose better.
Questions & Answers
Annaasked
Hi, I currently have a home loan with a credit union in Sth Australia. I have approx $190,000 still owing (with $70,000 in a re-draw account). Without the re-draw, the amount owing would be $260,000. My current interest rate is 2.99%. I saw your advertised rate of 1.99% and wondered if I could re-finance my Home Loan with your company instead? There are no exit fees with my current loan. What would the set up fees be to do this please? Thanks, Anna
fahqteamasked
When will we find out about rate cuts? I must add I’ll be very disappointed if it isn’t passed on and passed on in full.
No answers
Kaitiasked
Has anybody gotten a fixed interest rate car loan with loans.com.au and their interest rate got suddenly changed during the fixed term loan period ? Are there any hidden fees or suprises on the way because I am on the stage of signing with them but the loan contract seems vague and subject to "changes". Anybody has an experience they want to share?
No answers
Details
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Hayley G.loans.com.au
Hi there, thanks so much for your kind words! We're so glad we could make your process easy and relaxed as possible. We really appreciate the 5-stars!