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.
stick with the real banks...
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.
Very good customer service
Received very prompt customer service from this company. Interest rate is very competitive for investment property. They didn't ask for unnecessary information and processed loan in timely manner with no hassle.
SMSF Invest Property Loan refinance
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.
Happy with Customer Service!
I was on the phone today with Emma from Customer Care regarding an interest rate review on my existing investment loan. I was initially unsure of how to open up with my queries ie. what is the best interest rate reduction they can give me?, how much difference will it make to go for other loan setups (var/ fixed)?, am I even eligible to get a different rate? etc etc. So many what-ifs going through my mind and so little knowledge on the topic (I'm obviously not a real estate expert). TBH I was surprised how many options I had and at how easily my options were explained to me. I 100% recommend these guys for giving quality customer service and also for staying competitive.
Thanks to Jessica (Personal Lending Specialist) and Jordan (Support Officer) my investment loan refinance was completed in just over three weeks. The customer service and efficiency provided exceeded expectations and would not hesitate to recommend Loans.com.au to friends and family.
Great Customer Service!
The whole process of pre-approval to settlement is seamless and quick, unlike the Big 4. This is my 3rd Home Loan transaction with www.loans.com.au
My lending Manger Brodie and Support Officer Sharney went above and beyond to assist me with any queries I had. Both were absolutely prompt and always approachable and assisted me right from initial query for a home loan to settlement.
Very happy with the whole process. Look forward to work with Brodie and Sharney again next year and beyond. You guys are truly amazing.
Thank you so much for your support.
Terrible company glad to be gone.
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.
Fast, friendly and effective service, give them a go!
On a Monday I wanted a loan and contacted my existing bank and loans.com.au to get ready for an auction on Saturday. Loans.com.au worked so quickly to help me out, my existing bank only called me a week after the auction has closed (another online lender).
Loans.com.au jumped into action immediately the process was very well explained and the 'On-Track' software made the process very easy, I knew at every stage where I was up to and if anything was required of me. My sale did have its complications but any calls I made to them generally sorted...the issues out or they called me back. Their turn around time on clarifications and escalations was exceptional. The online process was easy and their process throughout has been stress-free. I have now received the loan and their 'Smart Money' app is very easy to use and change the loan based on your needs. The team were very knowledgeable and helpful, I would recommend giving them a call, I've used multiple online lenders and they definitely have been the best so far.
The reviewer stated that an incentive was offered for this review
Don't give you access to your property valuation report
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.
Great and fast service plus transparency
The customer service was the best among all the lenders I dealt with before including mortgage brokers. I got assessed over the phone and given an answer then and there. The refinance and new loan went smooth and as expected without any hiccups.
The reviewer stated that an incentive was offered for this review
Refinance Home Loan
10/10 for customer service. Great rate for refinance of my home loan. Laura was friendly, efficient and easy to deal with. The onTrack portal ensures transparency and is user friendly.
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...oyal 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.
Fantastic service with excellent advice to suit our situation, nothing was too difficult and easy to understand
Our lending manager offered fantastic service with professional advice to suit our situation. She was clear and concise with her information and helped us through the application process and as such we found this to be simple. It's great to get through to a human not an automated machine when you need to contact them. Highly recommend the service and competitive rates.
Fantastic as usual
Andrew provided the best customers service . He knew what he was doing and was on the ball all the time. I would definitely go through Andrew and his team again
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...s 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!
Questions & Answers
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 email@example.com with your full name and phone number, and someone from our lending team will be in touch with you shortly.
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
Go on web site no set up fees UBank is offering a better rate of fixed 1.75%
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.
Get an answer from our members and loans.com.au representatives
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