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.
First got Pre-approval and then they taking me round and round
On 30 Min Call i provide all details and got pre-approval and after pre approval now they taking me round and round in circle. Things they required me over the fone have been provided but now they want more and more and more. not impress at all.
Not the best customer service
Always disappointed that this company gives so much better rates to new customers. Existing customers lose out unless they go through all the hoops of negotiating a better deal.......writing this review as I remain 9th in the queue to speak to a customer service representative!!!!!!
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.
Pre approval pulled out from under us
Pre approval was given based off the annualised salary amount on the payslip, not the year to date figures of what was actually earned (which was obviously a percentage of that). Upon wanting to go ahead, told we couldn't because 'finance' says it wasn't enough.
very bad service once you convert your loan to them
Loans.com.au attract new customers with low rate to start, but once you become their customer, they will ignor your request for refinance, or provide better mortage rates, or discharge forms request. We signed up with loans.com.au since mid 2015, after one year lower rate fix, our fix rate or variable rate has been always more than 1% higher than the equivilent new customer's rate. We requested numerous time, they would not do anything about it. Upon we request to discharge, they keep delay in more than a week to send out discharge form.......while other bank can send out within 60 minutes in same period of time. Their excuses are unacceptable.... eg. the fund that we drawn down when you signed up was in a higher cost, that is why your variable rate will be much higher than current market rates... we need to check a lot before discharge form send out...
Start with lowish home loan Interest rate and then fail to pass on cuts
Fail to pass on rate cuts to existing customers, got in touch with them to ask if they'd consider passing on the cut, unfortunately they said no. Currently looking to re-finance. In fact the last .10% reduction (November 3rd 2020) hasn't even been acknowledged - as in no message to say they would or wouldn't be passing on......."ignore and it'll go away".
Terrible controlling product
I can't recommend loans.com.au. I wish I never got involved with them. It has been a struggle every step of the way. After fighting tooth and nail through the process, I find an overly complicated payment system, where I can not directly BPAY into their account from mine. I have to pay into a third account contained within their website in which they will take payments from monthly .. Laborious with inbuilt delays (48 hours).... If you decide to make additional payments, they do not adjust the monthly static payment and you have to log on to th...eir horrid website to do so. My experience with other loans is much more streamlined, much more focused on the customer having control. The lower interest rate, I believe is not worth it and will not save you money as you plod through the lengthy process not really being in control.
High Early payment fees with future interest also charged
I have taken Car loan from this agency but they are charging High early payment fees with future interest as well which is coming $160 extra than the original payment .They are calculating as outstanding balance +21 months of early payment fees which is $408+one months interest.
So be careful once you take loan from them. Their break out fees is $700/time length of loan * number of month remaining for paying back loan.
It means even if pay early then also you are bearing all future interest with extra $160 in our case.
RBA cut rates 6 days ago and yet we don’t get informed on if it’s getting passed on or not, not even a time frame on when we will know, this is lazy and a horrible way to treat customers leaving them in the dark telling them nothing. Not one thing said in media release
Interest rate from good to bad for existing customer
I have a home loan with them for 6 years and I think it's time to move. Their rate was competitive at the start as a new customer but become worse when the interest rate moved up and down over the years, the gap between new customer/other lenders and mine is getting wider. I was disappointed when the rate was fast to increase and slow/no to pass the reduction. I thought I could stay with them for the full term. Who enjoy the paperwork to switch lender if your rate is great from the start to end? Loyalty got punished.
Initially great! But haven’t passed on interest rate cuts! What’s the point??
The customer service was great but I would no longer recommend. They didn’t pass on the interest rate cuts 3 times even though I was on variable. The point of being with them is that they have competitive rates but they are now higher then the big four. Disappointed!
Un-organized, wasted time
I've always used Dealer Financing and this is my first time trying a 3rd party financing. It started out well with Loans.com.au, talked to multiple people within the company and it was apparent that there are no internal communication wtihin the company, different people different information all the time which was confusing. I was pre-approved, then someone told me I was approved then I had an issue with 'serviceability'. The staff themselves were very nice, not their problem that their processes are not working. Wasted 2 weeks of my time with them, went to the dealer and got approved within 24hrs at the same rate.
Great for a new loan although for existing customers terrible.
I have been with loans.com.au for 5 years (home loan). Paid off 445k loan within 5 years of a 500k loan. As my 5 year interest only loan expired they would only give me a .2% reduction although a new loan would have been .7% less. Basically they don't care about existing customers but only new customers. I have now organised my home loan to go to another bank. Don't bother with them. There are heaps of other lenders that believe looking after their existing customers.
Frustrating and disappointing
Applied for a new car loan through loans.com.au and had to wait nearly 2 weeks to be told that I don’t meet their lending criteria. I had the dealership contacting me through the weeks asking if the deal was still going ahead and when loans.com.au eventually told me I was declined they could not give me a reason as to why. Customer service was good but having to talk to multiple people seemed to confuse the whole process. I was asked multiple times for information that I had already provided and then when I received the application to review there were still multiple errors. Found finance elsewhere.
Like big banks, sucks you in and keeps rates high
Joined 4 years ago. Rates kept on creeping up against benchmark. Recently tried to call to discuss rate change. After 12 days and 4 calls and two firm complaints to staff still zero response. I wanted to give them a chance to reduce the rates - which are now higher than the rates advertised by the big 4 - so that neither of us have to waste time changing. As one can expect, once you are a customer, you are treated poorly, and the rates will keep increasing to above the big 4.
Not Good Once You Become Their Customer
The introductory rate was good with offset account. However, my rate bumped up twice within the first 6 months after I became their customer. Called a couple of times for a rate review but they would not lower their rate at all. Not to mention most of lenders have passed on the RBA cut recently but Loans.com.au always find excuses not to fully pass it or don't pass it at all.
If you are casual or self-employed, be prepared to give them 3 years of income history, at least that's what happened to me. Also be aware it's not free when you decide to leave them.
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...
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.
Not Kind to loyal customer
I have been with them for 5 years now. I am very disappointed they didn't pass on full rate cut to customer and actually they increased interest last year claiming the borrowing expenses went up, but the cash rate was the same last year. There is a gap between 0.4 and 0.5 between new and existing customers. It is just encouraging the existing customers to refinance with other providers. While try to keep new customers happy, can you please think about how to retain your loyal existing customers?
Questions & Answers
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.
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?
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