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- 3 reviews
Customer service is very good. There were no unexpected extra costs. I am satisfied with interest rate charged on my residential investor loan. Loan settlement was timely and I was kept abreast of developments every step of the way.
- 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.
I have completed many home loans and top up funds with Loans.com.au and they as a company have been brilliant for reliability to deliver a loan, provide easy to use process with online tools and excellent interest rates and minimal fees.
Investment loan - Support received by loan specialist was great, no issue through out the loan process, easy to apply and track application online. Smooth settlement on time. Competitive rates. Would use Loans.com.au again.
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Loans.com.au is so far the best lender I have used.
Very efficient and patient to answer questions.
System is easy to use with constant updates without a call.
Highly recommended.
I will definitely use them for my next purchase
We're so happy to hear you enjoyed your experience with us David! Thanks for leaving a great review.
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Great customer service, always have someone to speak to.
There was no surprise unexpected cost with the processing of the loan.
We are very satisfied with the interest rate and customer support.
Thanks for the 5 stars! We're so glad to hear you enjoyed your experience with us.
- 2 reviews
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.
Thanks for taking the time to leave a great review!
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- 2 reviews
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 so much for your review and great feedback. We'll pass this on to Emma now!
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.
Thanks for the 5-star review Lawrence, we really appreciate it! We'll share this with the team.
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- 9 reviews
- 1 like
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...
Read more 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.Thanks for your 5-star review Kris we appreciate it!
The reviewer stated that an incentive was offered for this review
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.
Thanks for your kind feedback - we're glad you had a great experience with Laura and loans.com.au! We'll also share your feedback on onTrack with our app team. Thanks again!
- 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.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.Find out how loans.com.au compares to other Loans
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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.
Hi there, thanks so much for your review. We're so glad you had a great experience with loans.com.au for your investment property.
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
Thanks for your kind words Justin! We've just shared this with Andrew and the team.
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.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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Thanks for the 5 stars!