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- 3 reviews
We took out this loan at 2.10 guaranteed for 2 yrs and since taking out the loan it’s gone up twice
- Transparency
- Customer Service
- Application Process
- Timeliness
- Incentivised Review No
- Loan TypeVariable Rate
- Loan Start DateJuly 2022
- Loan used forRefinancing
- 4 reviews
- 5 likes
Trying to get customer service is almost impossible. By the end of the first 6 months they had slowly raised my rate above the standard rate. I’m stuck & can’t get out of my loan, as I have stopped working & can’t refinance.
I’m worse off than I would have been if l had stayed with ANZ original home loan.
Stay where you are!
Loans.com.au have been the most expensive!
Disgusted!
- Transparency
- Customer Service
- Application Process
- Timeliness
- Online Tools
- Incentivised Review No
- Loan TypeVariable Rate
- Loan Start DateOctober 2017
- Loan used forRefinancing
Hi there, we're sorry to hear you're unhappy with your experience. We'd love to look into your case further. Can you please email sales@loans.com.au with your full name and phone number, and someone f...
Read morerom our lending team will be in touch with you shortly.- 5 reviews
- 6 likes
The initial consultation and rates offered were great which inspired me to choose to go with Loans.com.au over another comparable process.
And then began the application process.
Instead of getting a list of all of the required documentation/information at the beginning of the process, the requirements kept evolving as the process went on.
What should have been a straightforward process took significantly longer due to the shifting goal posts.
The quality and timeliness of communications dropped significantly as the process went on as well.
I w...
- Transparency
- Customer Service
- Application Process
- Timeliness
- Online Tools
- Incentivised Review No
- Loan TypeVariable Rate
- Loan used forRefinancing
Hi, we're very sorry to hear you're unsatisfied with your recent experience with us, and we apologise for the inconvenience. We'd like to look into this. Can you please email your full name, mobile nu...
Read morember and account number to customerrelations@loans.com.au, and someone from our team will be in touch with you.Our situation-buying two investment properties, total under $1 mil. Initial sales call made everything sound very easy. Experience was far from. Extremely painful at every step. Online software sucks big time. Partnering with loans.com.au is up there with life’s biggest regrets, never again. Good for basic home loan, anything beyond go elsewhere.
- Transparency
- Customer Service
- Application Process
- Timeliness
- Online Tools
- Incentivised Review No
- Loan TypeVariable Rate
- Loan Start DateJune 2022
- Loan used forInvestment Property
Hi Sonia, we're very sorry to hear you're unsatisfied with your recent experience with us, and we apologise for the inconvenience. We'd like to look into this. Can you please email your full name, mob...
Read moreile number and account number to customerrelations@loans.com.au, and someone from our team will be in touch with you.Find out how loans.com.au compares to other Loans
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The loan procedure was dotted with endless automated obnoxious emails and Web portals. At no stage did I talk to a single human being. Avoid this site as their service is impersonal beyond words and it meant the entire process we were treated as just another number. It was so garbage a service offer that i don't recall if they were timely or not with their process.
- Transparency
- Customer Service
- Application Process
- Timeliness
- Online Tools
- Incentivised Review No
- Loan TypeFixed Rate
- Loan used forInvestment Property
Me and my husband were part of our application . Customer service often rejects my calls saying we had helped her husband with the fact that half information is provided to him . I was not sent all the documents to my account . Was not cc’ed in all email conversations . Technically when two people are applicants they should be provided with same information. Their mobile application was extremely faulty and was not accepting login credentials of my husband and on my login we donot have all documents to complete . When customer service sent emai...
Read morel to us they have sent half documents . While posting documents we had double checked with customer service that day new customer service officer informed documents were half sent to us so we had to do another round of getting verifications for rest of the documents .Due to horrible customer service we had to do urgent settlement and had to pay $300 extra for urgency .- Transparency
- Customer Service
- Application Process
- Online Tools
- Incentivised Review No
- Loan TypeVariable Rate
- Loan used forInvestment Property
Hi there, we're very sorry to hear you're unhappy with your recent experience with us. We'd like to look into this so we can get you a better outcome. Can you please email your full name, application ...
Read morenumber and mobile number to customerrelations@loans.com.au, and a senior member of our team will be in touch with you shortly.- 14 reviews
- 11 likes
they threatened to freeze my account because I fully offset my loans.
they also made discharging my loan so difficult. no forms available online, I had to call them up and go through the rigmorale with their retention process and taking way longer than normal banks. really unhappy with the process.
- Transparency
- Customer Service
- Application Process
- Timeliness
- Online Tools
- Incentivised Review No
- Loan TypeVariable Rate
- Loan used forInvestment Property
We're so sorry to hear you're unhappy with your experience and we'd like to look into your concerns. Can you please email your full name and mobile number to customerrelations@loans.com.au, and a seni...
Read moreor member of our team will be in touch with you shortly.Related Articles
Discharging from Loans.com.au due to very high interest rates. The customer service kept changing originally agreed discharging date accusing another bank. Who is dishonest? Made complaint to AFCA. Trying to resolve discharging issues
- Transparency
- Customer Service
- Timeliness
- Incentivised Review No
- Loan TypeVariable Rate
- Loan used forRefinancing
We're sorry you're unhappy with your experience and we'd like to look further into your case. Can you please email customerrelations@loans.com.au with your full name, account number and phone number, someone will be in touch with you shortly.
- 3 reviews
- 8 likes
Wonderful man I spoke to originally. I tried to refinance my loan from StGeorge to a more competitive rate. This company has only just started taking applications for these types of loans. Their portal is clunky at best. I had promises broken, bad updates from many different staff (usually a different staff member each time ). I eventually got sick of waiting.... from the application being taken, I got up to over 5 weeks with still no answer. Up to 9 weeks now and still haven't got to settlement . I don't think this company is capable to arrange this specific type of finance, even though they advertise it and that the process is easy. I haven't done many things that are harder.
- Transparency
- Customer Service
- Application Process
- Timeliness
- Online Tools
- Incentivised Review No
- Loan used forInvestment Property
Update - had to stop the rot and stop trying to settle this complete joke. 10 weeks of my life I won't get back. Avoid this company like your like depends on it.
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I refinanced by mortgage several years ago with this company due to the much lower interest rate on offer. However this didn’t last & the interest rate crept up either due to them not passing on rate cuts or occasionally increasing their rate because of ‘addition funding costs’. As a result the interest is now higher than that my from my previous borrower.
It is also significantly higher than the interest rate being offered to new customers on their website.
I have no issue with the service I received in dealing with this company.
- Transparency
- Customer Service
- Application Process
- Timeliness
- Online Tools
- Incentivised Review No
- Loan TypeVariable Rate
- Loan Start DateJuly 2013
- Loan used forRefinancing
Hi Anthony, thanks for your honest review we appreciate your feedback. We'd like to review this for you. Can you please send through your full name, loan a/c number and mobile to loansolutions@loans.com.au and someone can be in touch shortly.
Was with them for over 4 years. Horrible rate hikes out of step with the RBA. Then not even passing on the rate cuts. So glad to be out, but they made refinancing difficult.
- Transparency
- Customer Service
- Application Process
- Timeliness
- Incentivised Review No
- Loan TypeVariable Rate
- Loan Start DateApril 2016
- Loan used forInvestment Property
We're sorry to hear about your experience. Please contact us with any further details or feedback you have for us on customercare@loans.com.au.
- 16 reviews
- 10 likes
Excellent refinancing a few years ago. Very pleased. However interest rate cuts are not passed on and we were left with no option but to refinance with another lender at much better interest rates.
- Transparency
- Customer Service
- Application Process
- Timeliness
- Online Tools
- Incentivised Review No
- Loan TypeVariable Rate
- Loan used forRefinancing
Hi Adam, we're sorry and disappointed to hear you are no longer happy with your loan. We'd like to escalate your case to our loan solutions team, so please send your full name and loan account number ...
Read moreto loansolutions@loans.com.au and we'll do what we can to assist.Thanks but I've assisted myself by refinancing with a much better rate with another lender. Shame you only keep new customers happy leaving the existing ones unhappy.
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As part of the loan approval process, lenders require a property valuation to be conducted on the property of interest. What loans.com.au does is get you to pay for the property valuation, but they refuse to release the report which YOU paid for. What is the explanation for this??? If we pay for something, we should be entitled to it.
- Incentivised Review No
- Loan used forInvestment Property
Hi John, thanks for taking the time to leave a review.
We confirm that as advised by your lending manager, we are unable to agree to your request for a copy of the valuation undertaken on the property offered as security for your loan application....
Read more The reason for that decision is that in in accordance with Points 4 and 5 of the Declaration of the completed application form, the Declaration states that any valuation relied upon by the lender to assess the application for finance is for the purpose of the lender and the mortgage insurer only. The valuation is a commercial document provided to the lender by the valuer, and we therefore cannot provide you with a copy. If you have any further questions please do feel free to reach out to our team at customerrelations@loans.com.au and we'll do what we can to assist.- 2 reviews
Have actively taken steps to make it more difficult for customers to compare interest rates
Loans.com.au have taken away the ability to view the interest rate being charged on your loan accounts. Previously this was always visible on their online banking platform through the account details section. Now account details shows basic account information but no longer tells you what interest rate you are being charged. There is only one possible reason for the removal of this information - to make it even more difficult for customers to know what rates they are paying and to compare them to the market. You would think in the wake of the r...
Read moreoyal commission lenders would have stopped playing these sorts of games. I've been a customer for almost 15 years and have noticed a steady decline in competitiveness (for existing customers) and service. Unimpressed.- Transparency
- Customer Service
- Application Process
- Timeliness
- Online Tools
- Incentivised Review No
- Loan TypeVariable Rate
- Loan used forInvestment Property
Hi there, to find the interest rate on your loan accounts, you need to log in to Smart Money, click manage, account and account details. We will always want this information to be visible for our cust...
Read moreomers to see. Please let us know if you have any issues seeing your interest rate after following the above steps via customercare@loans.com.au or 13 10 90 and we'll assist you.I haven't received the interest rate received I was promised which was 1.99% for all my loans. There was clearly a mistake on their part as I have 3 loans, all now with different interest rates, despite been offered 1.99% which is also detailed on their website. The loans have now settled and they have basically told me there is nothing that can be done. They have formally responded saying they have listened back to my call and 1.99% was never offered, despite when I initially raised my complaint the team member placed me on hold to listen back...
Read more top the call and acknowledged that I was offered the interest rate if 1.99% across all 3 loans and that they should be able to "sort it out". Very misleading company, its quite annoying that I have to resort to leaving a review like this to try and prompt them resolve the issue. If you don't give me the interest rate we agree which I'm sure you can easily do, I'm just going to transfer money I have elsewhere to completely fill my offset account so that you get no additional interest at all. You will actually be loosing money as you are holding the loan liability while not getting any interest at all. I have been dealing with [name removed]- Transparency
- Customer Service
- Application Process
- Timeliness
- Incentivised Review No
- Loan TypeVariable Rate
- Loan used forRefinancing
Questions & Answers
Are new path lending any good
Thank you @CeeJay for your review. I wish I had seen this sooner as I am facing the same delays and issues with my home loan application. I’m not confident they will come through even though My case is simple and straightforward with all docs submitted. Definitely should avoid loans.com.au!
Hi there, we're sorry to hear you're unhappy with your experience. We'd love to look into your case further. Can you please email sales@loans.com.au with your full name and phone number, and someone f...
Read morerom our lending team will be in touch with you shortly.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.
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Hi, we're very sorry to hear you're unsatisfied with your recent experience with us, and we apologise for the inconvenience. We'd like to look into this. Can you please email your full name, mobile nu...
Read morember and account number to customerrelations@loans.com.au, and someone from our team will be in touch with you.