Bad customer experience, higher rates for existing customers
Avoid these guys, plenty of other lenders
Good 5 years ago, but do not communicate rate changes clearly, would not rectify their mistakes.Worst they have higher rates for existing customers now.
18 months into 30 years
Best rate when we applied, but they don't pass on rate cuts to existing loans, only to new customers, now I'm refinancing away from loans.com.au as they are ~0.5% above the market price. They happily watch customers leave, take your loan to Athena the first time...
Avoid - after almost 5 years with loans.com.au They do not give you the service you deserve!
Initially, they were great, easy process, great rate. Within a very short time the rate was increased multiple times (RBA did not raise) claiming borrowing costs overseas impacted the business, no choice but to raise interest rate. The rate went from competitive to higher than major banks. Customer service is terrible, for an online bank, they do not make it easy for customers to contact. If you email/message them through the online portal, they reply you have to call them. When you call, you are then placed on hold for over half hour wait...ing to speak to a customer service rep - this happened on multiple occasions. If you have a query in relation to any pending transactions on your savings/cheque account, they are no help at all. They give you a stock standard reply to contact the merchant, they cannot help but don't worry, if the transaction hasn't become "financial" within 30 days, it will automatically expire! Bad luck if it's a significant amount and you cannot contact the merchant, you literally have to wait 30 days to access your OWN money!! I would never deal with an online bank again, happy we have now refinanced with the Bank Of Melbourne - at least I can walk into a branch and have any queries/concerns dealt with in a professional manner. Would not recommend loans.com.au
- Home Loans
Does not treat Existing Customers Fairly!!!
I have been with loans.com.au for 4.5 years. They have consistently failed to pass on in full the RBA cash rate reductions. When I first joined them the gap between the RBA rate and my variable rate was 2.06%, but the gap to the RBA rate is now 2.57%. My rate is now 0.5% higher than the rate offered to new customers !!!! I challenged them on this and asked for a reduction but they gave me lots of poor excuses. I am leaving them. Do not sign up to this company, they will not look after you.
A little bit tricky
Applied for a Smart home loan which was an easy process through onTrack, pre-approval was given as I have a 20% deposit. When it came to purchasing the house I paid for the valuation which was $220 dollars as they do not pay for this. Once the valuation came back it was 40k less than the purchase price. In all honesty, I think the valuer just did a drive past and did not look into even the street sales. Two houses on the same street sold above the property I was looking for which I found funny. Either way, I believe this company shows you an am...azing interest rate but will value the house lower by a fair bit. Then they will offer you a higher interest rate and pay LMI ontop. In this case, they offered me a 3.09% interest rate and to pay lmi on top because I didn't have the 40k to pay upfront. Be aware I think these small banks try to build up equity this way or to catch you on to a higher interest rate once you are on the final processes of purchasing.
Watch out - attractive interest rate and then....
Satisfactory customer service, however loans.com.au are very arrogant and unwilling to negotiate when interest rates become very uncompetitive (+0.75%) above their advertised rate! When approached and a review of the rate I was paying was requested, they refused! So ultimately I've switched to another institution. Watch out and do your homework - Not recommended.
Stay far away from this bait
Do not expect to get the rates advertised on the website. Thats not what you will be on just a few months after. Completely disappointing experience for me. Learn from my mistake.
WARNING - Read the one star feedback first!! There is a very real difference between old and new customers comments.
Watch out for Loans.Com.au. They entice you in with attractive 'new' rates, only to then slowly make your home loan uncompetitive over time. At first I was very happy with the product.
But as all the interest rates were going down, Loans.com increased mine blaming some increased funding cost on the international market!!
They also don't pass on the full interest rate cuts by the RBA, so over time, my daughter's home loan rate with the Commonwealth Bank (a big four) was better than mine!
So I decided to call them to discuss this anomaly, as the...
Lure you in with low rate, then raise it after you are with them while no one raise rate. Dodgy documentation fee of 250 for discharge , not sure if this is even legal. Pathetic retention team. The whole operation is basically using existing customers money to fund new customer discount. If old customer dont leave, they are profitable. If they leave, they got sludged with expensive fees. Stay away. There are better lenders out there.
BEWARE: Loyalty tax for existing customers. Access to lower advertised rates blocked! Date: Aug 2019
I refinanced our home loan 3 years ago with loans.com.au. Standard P&I loan. It was a long process which I came close to withdrawing my application a number of times due to frustrations. I persisted because I was lured by the low advertised interest rate. However, over time my interest rate has crept slowly up and now well above their advertised rates. BEWARE, as an existing customer you will be locked out and unable to get their lower advertised rates. Loyalty tax on existing customers. A fact well hidden. Transparency?
But that is not the kic...
They make direct debit from your account with no authorisation
They made a direct debit transaction on my loan account without noticing me or getting my authorisation which is illegal and it is to a different person's account. Called crime stopper and the other bank who said will investigate but got no reply from Loans com au for more than 48 hours still. Will make formal complaint.
Beware the low rate offers. They only last a few months and up it goes.
Best rates advertised. Once hooked, up it goes while still offering new customers the good rate. I moved loan provider. The saying goes. If its too good to be true….
Good Rates to start with but as an existent customer, I pay more that new
As I write this, the advertised rate for the product I have is 0.1% lower than I am getting (with them passing on 0.2% of rate reduction). I had been paying 3.84% interest rate when their advertised rate had been lower. i am leaving them as my situation means that negotiating with them is not worth it. but beware of suck in and increase rates later tactics!
They do not know the meaning of Loyalty
After with them for more than 5 years and them not willing to review their rates for existing customers, I would say they do not know the meaning of Loyalty or there is no such word as Loyalty in their dictionary. If you are planning to take out a loan with them, be warned. They may offer you a very good rate initially. But once you are sucked in and review your interest even after a year with the interest offered to new customers there will be significant difference.
Worst online lender - no rate cut yet
While all other lenders have reduced their rates following RBA decision. LoansComAu is still reviewing how much to reduce its by - just ridiculous. I have been a customer for over 5 years and know first hand their false promises. They attract new customers with low rates and then quickly increase it to make more money!!! Time to refinance.
October 4th 2019 Update: Always the last lender in Australia to pass RBA rate cuts!! Only concerned about profits!!!
Customers affairs comes last for these guys. While all lenders passed on cuts, they are still deciding (or making huge profits by not passing rates cuts). I’m switching to Athena!!
Variable rate goes up, not advertised rate once you are a customer.
The rate you get when signing up, is great, after it rolls over it will be significantly higher. Yo can ask for a better rate and it will be marginally better but expect to pay .20% more. The account close rate is the highest I've seen also, so you cant just change lender. Loans.com look after new customers but not existing customers.
June 5th 2019 Update: Advertised is for NEW loans only.
When asked why we are paying more than the advertised variable rate, their reply:-
The cost of funding to a loan that has already settled however is not...
Quick initial turnaround and competitive rates but will shaft you post settlement
The application process was fine and the rates for new customers are competitive but nothing special. The standout is the quick turnaround on the loan application - 2-week approval and 4-week settlement - which was great. However, 3-4 months post settlement, a new rate was advertised for new customers at 16bps lower because the general marketplace has dropped rates. When I called their loan specialist, they straight out told me that they can’t do anything and possibly the best thing is to go elsewhere but I can’t do that for a few months. Then ...started to tell me of the significant exit fees if I were to discharge. The poor customer service really sucked on top of just pure deceptive behaviour from pricing. I will be refinancing and in this market where information is now more available I am disappointed that these lenders think they can lie and manipulate customers and get away with it. This will go to AFCA for sure.
Discoordinated, unprofessional, waste of time
Trued to get the loan for appartment of the plan. Initial conditions of 90% LVR and high-density area (Wolli Creek) were the appartment is supposed to be were included in the application and the information provided clearly provided. Then the period of paper work came. All required documents were uploaded correctly. Loans did numerous mistakes in their forms which were corrected after a few requests. Finally application was submitted and preapproval issued. Then they were sent the agreement and this didn’t rise questions too. Finally, at the le...vel of valuation (we were explained they were planning to do a preliminary valuation of off-the-plan property, and we arranged the payment for it) something went wrong. They tried to arrange a visit of the appartment while it is a construction site, a valuation person called us completely confused not understanding why there is no appartment while everything was clear from the very beginning. All this mess ended up with secondary refusal stating that this is a high-density area where their loans starts only from 80% LVR. Obviously, people mixed all things us and does not have clear communications between department. Doesn’t feel like good place to search for loans. This is not a type of attitude one would like to have towards their money. P.S. paid valuation refunded.
Sham lenders!! Avoid at all costs!
BEWARE! Once they have your business they will screw you with higher interest rates within a few months and then give you lies about 'costs of lending' which is completely untrue as RBA is not changing or is actually decreasing rates...it's just a LIE so they can gouge you for more interest. You can ask for as many rate reviews from them as you like (but they limit it to only one every six months, another SCAM) but they will keep lying to you and never change your rate. Yet new customers always get better deals, existing customers get treated l...ike absolute trash. By raising the interest rate in the first few months they trap you because they know it's too expensive to move lenders again so you are stuck paying more, this is unconscionable conduct and I will be going to the Ombudsman about it, as they offer a honeymoon interest rate to attract business and then force people to pay more. My advice AVOID AT ALL COSTS YOU WILL GET SCREWED AND LIED TO!
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