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- 2 reviews
The overall customer service experience was 3.5/5 as it's hard to get in touch with the same person the next time. Calls required long waits. Return back calls either were considerably delayed or were never received. Interest rates are very competitive and would definitely recommend loans.com.au to friends which is why overall score for review is 4/5.
- 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.
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.
Hi Lionel, thank you for taking the time to leave your feedback, we appreciate it. We will pass this on to the appropriate team and see what we can do to improve. If you have any further feedback, ple...
Read morease feel free to send it to customercare@loans.com.au, ensuring you include your full name and account number so we can trace it back to your individual situation.
- 2 reviews
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.
Hi Charley, thank you for taking the time to leave your honest feedback, we really appreciate it.
We're sorry to hear about the delay in response regarding your requested rate review. I will pass thi...
Read mores on to Customer Relations and see what we can do to help. So we can look into your individual case, can you please email your full name and suburb of your security property and we will look into this for you.
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- 2 reviews
After struggling with a few lenders to get pre-approval, Loans.com.au proved to be the best for competitive interest rates and streamlined approval process. Although the mobile App needs some tweaking to prevent notifications being repeated, the Case Manager always replied promptly to queries, usually via a phone call or text message when I wasn’t available.
There were no surprise costs or fees and the general quality of service was excellent. I have used Loans.com.au for three home loans, and will continue to do so in the future.
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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.
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
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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.