Macquarie Bank Home Loans

We have been Banking with Macquarie Bank for 10 years. We were recommended them through our mortgage broker. In that time we have moved 4 times so have had to re-establish our house mortgage and general banking each time. As the years progressed customer service which was very luck lustre to begin with has diminished to a point of absurdity. It is… Read more

now just AI driven drivel. At first it was bad enough as there obviously was not enough training for customer service as it took multiple phone calls to rectify anything. But now its just adversarial to try and get anything done let alone on a weekend. I understand their business model and keeping costs down but its taken 2 or 3 simple problems that should have been easily fixed over a phone call to now cause us to close all our accounts and move our mortgage elsewhere. It was a Great Bank for simple banking needs once its set up and doesn't need altering but as soon as you have a problem, issue or need to change things you will be in trouble. Customer service is non existent. You are better off paying higher rates and fees elsewhere as long as you can get customer service. Do not use Macquarie bank ever.

Macquarie Bank First to pass on a rate hike but will never pass a rate reduction along. Despite pointing out the gradual change between new loan rates and my existing basic variable home loan, their response is always, "but that rate is for new loans only". Current home loan rate: 5.94% pa Advertised equivalent rate: 5.59% pa If you have an… Read more

issue with your loan or banking products, be prepared to strap in and be transferred around and around with no outcome.

I've never had this response from any other bank.

I'm currently looking for a new loan.

Customer service is appaling, the chat times out whist you are writting your response and you wait 10-15 minutes for the next agent to pick up your enquiry. I simply wanted to know what the monthly repayments would be if I fixed part of my loan, but no macquarie can't give you the exact amount only a rough estimate, I have to make the change an… Read more

wait a month to find out the real payment. But somehow they can figure out how much I owe in advance when intrest rates increase.

Left for better rates, but ended up coming back – They are fast, easy to deal with, and have latest technology. Competitive rates for a major lender, however middle of the pack overall which is why the only reason I give them 4 starts.

Easy to administer once setup – My experience with Macquarie has been generally good. I applied for the loan through my broker at Aussie home loans, thus broker dealt with all the hard work and it was quick and painless. Have found calling the home loan service phone number to be good as long as you call first thing in the morning. Got a great rate to begin, however the only… Read more

thing I would say is particularly annoying about the product is that you need to call them if you want your variable rate lowered to what they are currently offering new customers. A lot of banks now do this where they offer lower rate to new customers and leave their current customers on the old rate. But as rates rise they are quick to pass the rise on to all. I started on 2.64% and needed to call twice to bring my rate down to 2.34% and then down to 2.14%. They said that they generally only allow 12 monthly review for existing customer, but I was able to lower my rate 6 months apart. Apart from that you cannot go wrong with the banking products and the online applications. Its a full banking product with offset home loan 2.14% variable, $128 charged every 6months.

Loan approved within 3 days with competitive ratea – I got my loan approved within 3 days (when other banks may take 1 month to do so) Customer support is very responsive and keen to help me to meet my tight settlement deadline (4 days). They also accept apartment as security. Fixed rate is very competitive at 2.09 % Highly recommended if you need to get home loan asap

Don’t EVER bank with Macquarie. I just bought a house and had an approved mortgage with Macquarie. But they couldn’t settle and we nearly lost the house and our deposit. When you call them you speak to an AI Bot and they still haven’t responded to my complaint or returned my calls. Macquarie Bank Case: 23487286 Now the least you can do is wave my discharge fees Show details

So disgusted. CUSTOMER SERVICE IS NON-EXISTENT. It's impossible to phone and speak with a human. Macquarie Bank uses AI for customer service providing generic responses to specific questions over chat leaving you with the same unanswered questions as you started out with. It's most unsatisfactory that this is the service of a financial institution who makes billions a year in profit.

Macquarie Bank Home Loan - disgraceful lies and customer service – After having a home loan with Commonwealth Bank I was advised that Macquarie offered much better service and also product offerings. I specifically wanted a few things: * Offset Account * Redraw * and the most important - the ability to pay off extra each month and pay down my principal. I was advised this could easily be done. After getting two… Read more

new loans through them I was then advised that this is not the case. Whilst you can make extra payments off your mortgage, it just sits in redraw and doesn't go off the Principal. Basically, acts as another offset account which is useless.

Customer service would not help either.

My advice if you want this facility, never go with Macquarie, they have lied through their teeth to get your business and then leave you out in the lurch.

All this and it cost me money to break the other loan and then move across. Biggest mistake.

Appalling customer service. Using AI chat and not possible to pick up the phone and speak with a human – While Macquarie were quick to sign us up for a home loan, the service has been appalling. Our mortgage repayments are significant and a third of our income is paid to Macquarie just for interest - and Macquarie is happy to take our money but does not provide good service in return. It is not even possible to speak easily to a service centre staff… Read more

member and Macquarie uses AI for customer service and provides generic responses to specific questions over chat. I am highly disappointed by the service of a financial institution who makes billions a year in profit.

This Bank is a Joke – Macquarie Bank is ridiculous. I earn $350,000 a year, my partner earns $150,000 from one job and about $120,000 from another (total income of about $620,000). We wanted to buy an investment property, which involves taking the equity out of our primary house. They valued our primary asset at $1,550,000 after we requested they reassess their… Read more

valuation which was under $100,000 less than other lender's valuations.

We owe $836,000 on our mortgage (about $714,000 in equity). We have cash of around $184,000 on top of this.

Macquarie Bank has made it so difficult. As we understand, because we have not done our latest tax returns for 2024 yet (accountants are away at Christmas), they want to use income from old tax returns, rather than use our bank account history and payslips (our pay went up some months ago).

They are also requesting old records from as far back as 2021, which do not accurately reflect our income.

No other bank has ever treated us this way and the hurdles are absolutely beyond what would be considered reasonable. They even took an issue with a credit card I had with a limit of $1,000.00 so I just paid it out and closed it.

They still haven't even bothered to assess our application since making it some weeks ago (yes, weeks ago). This is not to mention we have a broker involved who has been trying to push it forward but just hits hurdles constantly and repeatedly.

I suggest you stay away from this bank. Not only are their interest rates higher than some other banks or lenders, but their timeframes are ridiculous (they take far too long to finalise applications), their requirements are excessive and they do not base income on payslips. They will only base them on the last tax returns. This is absolutely ridiculous.

To get 1.4 stars out of 676+ reviews should say more than enough.

Macquarie Bank - sort yourself out. You're a joke.

Harsh tactics in partial release application, no understanding – Macquarie has no sensitivity to your situation. I applied for a partial discharge of my home, which was security for my investment property. The loan was approx 50% paid down, and the investment property is now valued well over the initial loan amount. The rental income covers the repayments. However, because my other income had reduced as I… Read more

moved to part time work, Macquarie insisted on reducing the loan by a significant amount, and removing my redraw completely. They would not listen to reason, they would not interact with my broker (who gets a retainer FROM Macquarie to manage the account) even though I authorised him to do so), and basically railroaded me into accepting their terms! Had I not agreed, settlement of my home sale most likely wouldn’t have proceeded.

Macquarie was not open to any kind of negotiation, completely ignored all the reasons were put forward to just give the partial release without any significant variation to the loan, and when I posted a negative comment on Facebook, rushed me to the “customer care team”, who’s only concern is to stop negative comments, not actually address your concerns. The response I got was basically “you signed the variation agreement on this date, you agreed to the terms…” etc. “we find we made no error.” I got that response TWICE! No acknowledgment that there was no necessity to reduce the loan by nearly 25%.

Do yourself a favour, if your using your home as security on an investment property loan, be VERY aware that if you need to have it released from the loan, Macquarie will take whatever they can, and your circumstances won’t matter at all.

Discrimination – Macquarie Bank discriminate against rural and regional Australian customers. Happy to take fees from my account for over 12 years but can’t support me with a home loan. So much for Australia being an equal opportunity country - except if you are from the country….hey Macquarie. Take your business elsewhere where they treat their customers with respect and equity.

No customer service or reward for loyalty at Macquarie bank – As a single woman newly divorced with about 80% deposit was given a great loan when rates were low and I was very happy- asked for a review to refinance when fixed rate expired was given no real reduction ( 6.56) and no customer service -had paid off lots of loan and extra so was very disappointed but have much better rate at Bendigo bank so happy Show details

High income earners, sophisticated investor, $1m equity - cannot refinance <200k!! – (This is further to my review from mid 2023 regarding one of loan closures....) How is this possible? - A Macquarie client for 4 years. We are both high income earners, are classified as 'sophisticated investors', have nearly $1m equity over two properties, with no other debt other than on these two properties, and currently renovating (with cash)… Read more

our primary residence which will easily add $500k to its value (possibly more) and Macquarie will not even lend us a paltry $150-200k to contribute to the renovations. This is an appreciating asset located in an inner capital city suburb. I'm sure I could get a similar sized loan from another lender for a depreciating asset like a luxury car or boat tomorrow. Hard to believe!

So the exit strategy is now in motion. We'll be moving all products away from Macquarie over time. We actually have started, with one property about to move to another lender, and once we've done more research on associated products, credit assessment policies etc., we'll move everything. So please steer clear of these guys - they have always been in it for themselves, more than any other bank. Colloquially known as the "Millionaires Factory", I can see why. Short-term incentive plans to increase market share tied to perverse bonuses, but once the honeymoon is over, customers are treated like outcasts. We'll be taking our business elsewhere.

Poor refinancing experience – Do not refinance with Macquarie Bank. If I could provide a negative result here, I would do so without hesitation. Refinancing with Macquarie has set me back. They are by far the worst bank I have ever dealt with. For starters, their mobile app does not include privacy settings and your account balances are visible, without even logging on to the… Read more

app. Whilst I appreciate it is the responsibility of the account holder not to share details with other banking institutions, they ought to ensure that account balances are only visible once you have securely signed in to the application. Secondly, they force you to open separate offset accounts if you have more than one home loan and then apply interest based on that offset account. Other banks at least allow you to use one offset account, regardless of how many loans you have and you pay marginally less interest! Similar to the experience of others, if you want to increase the frequency of loan repayments, this appears to be near on impossible to do this via their app or website. Other banks simply do not have this problem and you can adjust the frequency without having to make contact with their bureaucratic customer call centre. Finally, their variable interest rates are not competitive. I have had greater success with CBA reducing the variable to match their competitors than I have had with Macquarie Bank. This is a bank that puts profits before anything else, including customer experience. I regret the moment I switched banks. I will refinance in the future with a more reputable bank.

Don’t refinance with Macquarie bank – I rang up to put my repayments at weekly rather than monthly and they diverted me to so many different sectors in the bank…to my understanding this was to ignore me and not actually help out with a simple dispute. They got to the conclusion that seemed impossible than told me to pay upfront the repayments weekly to make up for it, and in which I… Read more

did! Than Macquarie bank still took out the monthly payment which was plus $2183. I’m now $400 negative in debt in my everyday account, I will have to live off my credit card this week.

Do not refinance your home loan with Macquarie bank!

Overseas people just trying to keep you online – Very unprofessional waste of time no Regards for clients. Overseas workers try and keep you online for a few times probably to get paid

Does not support EFTPOS! – Be wary when signing over to Macquarie, there are a couple of things I wish I understood better before signing over. Firstly when using their debit card they do not support EFTPOS, this means you cannot select savings to opt for cash out in many places and you won't be able to accept refunds on purchases (like Aldi, Kmart). Also you cannot process… Read more

medicare rebates. Also, when paying for items as you can only select 'credit' you get charged the extra transaction fees. I had no idea about this prior, I now have to keep another eftpos card from another bank to deal with this issue. It's so inconvenient and had I have known I would never of changed over. Also the home loans only only do monthly repayments not fortnightly or weekly so you will lose out there too on being able to pay it off quicker. We will be looking to change banks as soon as we can.

Awful Experience – When I came off my fixed rate in August I asked for a rate review as they were going to give me a rate of 6.59. I had already shopped around online and could get 5.59 elsewhere. They offered 6.32 and refused to go any further when I told them that this was much higher than I could get elsewhere. I then started the laborious and time consuming… Read more

process of refinancing and when I finally got through today after 45 minutes on hold to request to start the discharge process I was told false information about the fees I would encounter. The fees quoted were nothing like what was in the contract sitting in front of me. I was told about one fee that could be up to $800 depending on what state I lived in. Surely the state I lived in would have been in the file sitting in front of this person on their screen. All in an effort to scare me into changing my mind when they were too lazy or too greedy to bother offering me a competitive rate when I asked back in August.

DO NOT get a loan with Macquarie, you will regret it!!!! – I refinanced part of my home loan to Macqaurie to get a lower rate, but within a few years Macquarie was charging me more than 0.9% higher than the loan i still had with my previous bank. I ended up paying much more interest by changing to macquarie and then had to pay alot of fees to change back to WESTPAC. also they have been very difficult to deal with, there staff are very incompetent and have caused alot of stress.

This happened its my experiences – 3 Macquarie Bank operators lied to me and categorically told me today they would never deliberately disconnect a well-behaved caller. I was told by 1 reluctant Macquarie Bank customer care phone operator that they do indeed disconnect people just after assuring me that they never hang up on people like that. I am grateful she was willing to tell… Read more

me this before pulling the plug.

After mentioning issues of customer suicide, the operator leaves me on hold for over 7+ minutes! It was obvious that she was speaking with hierarchy in the background when she returned to the call.

To be clear they never got back to me to say my recent complaint was settled, I only found out some news 2 weeks ago after ringing them to find out what was happening. The phone operator told me that a Case Manager for my complaint had been allocated when I pressed for more info the operator contacted the Case Manager and she was told to tell me that they would not investigate.

Not satisfied with that cowardly Case Manager getting this poor lady to give me this news and she was crying upset for me, I made a new complaint, this time the Operator was adamant that I would not be treated so appallingly again, and he promised I would hear back from a new Case Manager.

After a week I decided to call again, so today I found out that again, the case is closed. So Macquarie Bank definitely does have a protocol to deal with pesky customers seeking fairness and decent treatment, regardless of them knowing the customer has severe depression and suicidal ideation.

Time wasting and unprofessional behaviour of lending expert. Communication gape, unreliable attitude – We have had started our refinance home loan application 2 and hald weeks ago. With lending specialist we have given almost an hour over the phone to discuss our home loan and refinancing option with Macquarie. Initially they catch us in bottle with all nice wordings and exceptional care taking attitude and prompt response to your quaries. Once we… Read more

have began and submitted our concerns to start the process and provided recomended documents for the next step, the true colours started to unfold. Myself and my partner has uploaded the doc’s via online link and upon complition we got congretulated message saying its all done and will be touch base. However, next day again we got message saying please verify your documents which is annoying as we have done it and we got the thanking message as in email. So we contacted bank again via general inquiry number and they said dont worry just igonore that and we’ll ask your lending expert to call you back on this. Can you beleive we waited & waited over 2 to 3 days but she never returned the call back. So we anxeiously called agian and asked for the lending specialist who appointed us to finialsie the process of home loan. All the telly operator giving no exact answer or info as such wahts going on with our application and whay is still taking long or wts the next step as docs been submitted from our end but again kepp receving messages verify verify….. whoever we spoke to they say she will be in touch with you late today… like that almost passed 2 weeks and so called lending expert or specialist never ever retuned call back or email. We have her number but thats useless as no answer whever we called so last option to call back general number and when we expalined our scenerio they say she’s on leave, then next time when we called someone say will be call you back. What the hell making fool out of you these people. As such they called themselves macquarie banking expert I dont think so because there was no communciation coordination or integrity maintained throughout the process. So I lodge a formal complaint via their website portal and next day suddenly I got a call from that valuable very professional care taking expert about my apllication stating I need to submitt the docs…. Again same annoying info as last 2 weeks she’s not been coming on phone calls, no answer wahtso ever either and suddenely after complaint prompt call back I got which was unimpressive for me. Now I do have a doubt as these people are not potrying professinalisim and no basic eattiquates to call back customers comcerns so its hard to bank with this kind of professional specially besides big 4 banks. They dont even know whats going on with my documents as when they forward this matter to IT to find out why error messages coming for verify docs after submitting successfully. The guy who I spoke with he wasn’t sure whats going on with my documents as they were still missing sumwhr. ABSOLUTE NONSENCE AND REDICILIOUS.

Can you guys beleive after 2 and half weeks we still dont know what been happening with our refinance application, TOTAL TIME WASTE AND UNREAL.

Their lending specialist never answer the phone calls.

Beware people before you make up your mind to chose this bank keep in mind its time wasting and very unprofessinal individual with no correct information given when you call about your application.

Our more than 2 weeks gone in water as we still do not know where we standing………. “Sumwhr in the air with no perashute “…

My advise is if you thinking to choose this bank for refinance because of thwir competitive rates then dont make mistake as we did rather choose one of the big 4 or bank of Melbourne or ING. Atlast service is matter. We do not know each other well but our relitionship is lasts only with “TRUST”.

Don’t care about existing customers! – All about new business. Enquired about an advertised rate. Was told I could only get the same rate if I increased my loan as it’s for new customers. Never missed a payment ever and they treat me like this. Offered a rate review and was given such a paltry discount. Go elsewhere.

Terrible Homeloan experience – As a few have stated here, the customer service in their home loan department is bad - throughout the process the agent was arguing against every single answer of my expenses that I was providing for my refinance. The evaluator also heavily understated the value of my home. Took several weeks waiting for them to finally tell me no. Following… Read more

this I had 2 other banks offer me home loans ( approving extra on top for upgrades that I didn’t even ask Macquarie ) with the evaluations a lot more reasonable. In the end the bank I was with offered me a better rate with extra to keep me as a customer.

The experience soured me to the point that I closed all my Macquarie accounts which is a shame as their regular banking i quite enjoyed and had no issues with.

Paying off 2 loans completely - yet treated like a 'credit criminal'! – Moved to Macquarie 3 years ago. Initially pleased, but as rates have gone up over past 18 months in Australia, our rates got less competitive. Now we are selling one investment property and paying off that loan completely. We are closing another loan out in full with the proceeds. So from 4 loans to 2 - yet Macquarie are doing a full credit… Read more

assessment on us, and saying they won't continue our arrangement without paying down part of ANOTHER loan! My wife and I are reducing debt and reducing our risk as a borrower (obviously), yet we're being treated like this! We'll be moving our remaining 2 loans to another lender soon as a result. The attitude towards us by the discharge department and credit assessment department has been caustic. By definition my wife and I are high net worth individuals with no non-housing debt, $2m equity in property, good cash savings - and are getting treated like this.

Most painful difficult process – 6 weeks of documents and trying to get through their ridiculous ID check system. Complete waste of my time. Trying to borrow $350k on a $3m home! zero risk for the bank!

no service at all – after more then 10 phone calls and e-mails we still have to pay $26.63 on a ZERO mortgage. We wanted to close the account - filled out the forms to discharge 10 days ago - nothing hear, no explanation and we still have to pay $26,63 --- we have received two reminders from BOND STREET arrears management to pay for 4 month in arrears. I paid --… Read more

received the monet back and got another reminder to pay again. Explanation is --I SHOULG HAVE NOT RECEIVED the reminders. That is it.. We have no outstanding loan - yet we have to pay. We cannot close the account - they do not respond. The lender E_CHOICE is closed. Yet MACQUARRIE still shows the 1800... number to contact them..

Don't Bank with Macquarie Bank Limited – Firstly IF I COULD give ZERO stars, then this is what The Macquarie Bank Limited deserves!! Please do not fall there current advertisement blitz "I bank with Macquarie" because it isn't worth it.. Apparently, the Macquarie Bank "What we stand for regarding their Principals" is a load of Codswallop. Opportunity, Accountability & Integrity..now… Read more

that's funny! We currently have our SMSF, Offset account, Credit cards & Home Loan (Split into two "Fixed & Variable). We had win fall to a degree and we decided to put an extra 10k onto our fixed part of the loan, but unfortunately we were not aware that there was a limit of only 10k a year for repayments & of course somewhere within our paperwork we've over looked it. BUT, their system "Macquarie Bank Limited" actually excepted the payment without any hesitation from our offset account into the nominated fixed home loan account & it felt good to see the numbers drop. BUT, approximately six weeks after we get a call that we have over step the mark so to speak & was told about the limit? that we can only deposit per year? After in depth discussions with an employee of this bank they were still determine to transfer the funds back into our offset account & after to what we had explained to them regarding this so called limit that we were not made aware of by them (Macquarie Bank limited) or our Broker at the time of signing these countless pages. Since then, we have tried to speak to many so called "Client CARE Specialist" (Please take the word CARE out) explaining now on multiple occasions regarding their system had failed them to stop the actual funds being processed in the first place, BUT!!! We cannot transfer funds out of the fixed part of our home loan as it stops it and tells to contact Macquarie! Mmmm, interesting. We have also had staff also actually tell us that the 10k extra is now working against the interest & had agreed that there was a problem & we thought the problem had been waived. Nooooo, they have consistently been hounding us to state that the monies need to be transferred back yet again & we've stated that you had excepted the monies, then own it, own the problem!!! get your propeller heads down in Shelly Street, Sydney to actually do something about it instead of treating your CUSTOMERS LIKE THIS!! It's absolute UN-AUSTRALIAN to treat or tell people how to pay off their own mortgages much quicker & I believe that's a good thing? Isn't it? as "You" Macquarie bank Limited are leading the charge in repossessing peoples homes as this is being type! We currently about to take all of our funds away from this incompetent Bank and go back with another institute, Unfortunately with more paper work, but we'll make sure of ANY points within the contract stand out as we'll know from the Get-go. People, You've been warned as this bank HAS a bad track record as we also almost lost the sale of this house back in 2015 because they couldn't be bothered to get their own valuer out in time, as it had to take the principal of the real estate agent to rip them a new one & to tell them to get of their backside as the sale is about to fall through....Guess what? thanks to the principal of Belle Property we made it across the line. DON'T BANK WITH MACQUARIE, It's not worth it from our experience thus far and from other reviews from other's...Wow! Get it together Macquarie, as all departments don't seem to COMMUNICATE to well down there in Shelly Street..But you're happy to point fingers and pass the Buck!

BE careful: Worst Valuation will intentionally erase your equity – Its been a long journey, I have 2 property loan, one refinance the other Investment. Earlier this year, Mac sent a valuer on site, came back with 1.85, a bit lower than expectation 1.88 but ok - not far off. At same time I paid for valuation by Loan.com - they came in at 1.95 - so I decided to go with Loan.com, as their Valuation & Rate both… Read more

were much better.

Now fast forward 9 months, I got my Investment one sorted, went back to them again cause wanted to keep both on same bank. This time they sent a lousy valuer Herron Todd White, gave a 1.7 almost 150k less from their own Valuer & 250k lower from Loans.com valuation.

Unfortunately I signed up while - valuation been contested, cause they said both can go parallel, but after I signed up, they said Valuer did not revise the number.

Worst experience - will not recommend at all, they will erase equity off your property.

Poor Communication – As an Online Bank you would assume that their phone system would be exceptional since they dont need to pay for branches in every suburb. However what makes this bank difficult to deal with is that they are very hard to get a hold of. You can send them emails but they wont reply to that either. With a physical bank they may have higher interest… Read more

rates but at least you can physically go there to complain about it. With Macquarie even if I wanted to complain I would be put on hold for an hour. If they know that phones is their main method of communication I dont understand why they dont hire or train more staff in that department. Since I cant talk to anyone about my home loan, I might as well refinance with another bank - there is no benefit for staying here.

Worst Bank ever!!! – The bank and team members are rude. Only want to lure new accounts and do not care about looking after existing clients. Had enough of their rubbish moving to a new lender shortly that will actually so me respect!! Macquarie don’t have respect in the mission statement only thing in there is rudeness and greed.

go somewhere else – Slow progressing, contradicting information, approval in principle, then declined for unknown reason. I'm a medical doctor in excess of 200k income pa. I would advise to approach a different lender, please listen to the reviews.

Two month wait for construction loan approval and still waiting!! – Our broker suggested we use Macquarie Bank for our construction loan as they are “easy to deal with and have quick turn around times”. This has not been the case for us. (This was important as I have had issues with another bank when building previously so made sure they had a quick turn around time.) We have been waiting now 2 months for the… Read more

approval (we had 3 weeks with the builder) and every time I ask the broker what is happening she contacts them and they request something further. They do not ask for information unless I first ask the question. We have now been waiting for the valuation to be done for over 1 month and there is no urgency. Meanwhile costs are going up and time frames extending which means more costs for us. The interest rate has also increased in this time so I don’t even know what our rate will end up being. I would not recommend going with Macquarie Bank!

Have given up on Macquarie – Have given up seeking a refinance from Macquarie. Applied online, provided all required documentation, and received confirmation that application has been received and someone will be in touch. One month later, I have not heard a thing, and impossible to get hold of the person assigned to the application. Client service phone number leaves you… Read more

on hold for ages with no indication of how long you will be on hold, and no option for call back. When you do get through, get passed over from one consultant to another and then promised that someone will call back, which never happens. I believe all of the bad reviews on this site are here for a reason. Was not expecting such bad customer service and such a poor process from one of Australia's richest financial institutions.