MOVE Bank

Poor Customer Service – Tried to open a term deposit by phone. Dealt with a person who sounded like she was half eating lunch during the phone call and the quality of the line was extremely poor. When I said I was having difficulty hearing the call she hung up and that was the end of the conversation. If that's the first impression you get from a bank when they should probably be at their best in attracting new custom, it might be best to avoid and go elsewhere. Show details

Lies and I competence to avoid work – I have been a member with Move bank (previously railways credit union) for approximately 30 years. I have a term deposit with them and received a letter advising I could change the condition of the term deposit at maturity via internet banking, email or phone. I first chose the internet banking options, and the only option given was to continue… Read more

with the same conditions, which according to the letter is what automatically happens at the end of the deposit so this option was obsolete. I then chose the email option and received a phone call asking me to give my personal information to the unknown caller and was advised I had to do this or no action could be taken. I asked multiple times about the internet banking option and the email option and he told me that this can be done and he would email me instructions and respond to the changes in my term deposit. I then received an email saying I needed to call them to action it. He blatantly lied to me over the phone and had zero intention of doing this. This is not the first time I have dealt with the incompetency of move bank in recent years. After being very happy with their services back in the railways credit union days .AVOID THIS BANKING INSTITUTION. They lie!!!

Not good for home loan – I refinanced my home loan with them when the rates were below 2% and fixed it for 3 years. Recently I sold my house and they didn't accept to swap the security for the loan( as I have some time left with that fixed rate on that loan), swapping my sold property with the new one because the settlement was paper based. Which as my solicitor advised… Read more

it shouldn't have been a problem there and there is no risk at all.

Don't recommend them if you have competitive rates from other reputable banks for refinancing.

Lie, lie again, then gaslight to blame the customer, cover-up and then threaten. The MOVE bank experience – Opened a savings account. At the end of the application was a note: We just need to give you a quick call to confirm details before your account is up and running. Strange, no other bank does this, but OK, I'll reserve judgement until the call. Unsurprisingly the call never comes. Instead, after a couple of days I get an SMS telling me I need to… Read more

call them. No, that wasn't the deal when signing up. I do not get to wait on hold for hours to satisfy YOUR KYC requirements. If you want to mine me for info, you will call me, not the other way around. So I ignore the SMS and wait for the promised call. A week passes by, still no call, then you get an e-mailed PDF letter, which claims they tried to call but didn't answer, which is an easily proven lie. Then the threats start… we've put your account on hold, you won't be able to make withdrawals (big deal, the account is set that way right from opening until they call you - which they never will) and they continue to insist you call them.

It's hard not to come to the conclusion this so-called bank is a borderline scam to trap customer funds and then hold them for ransom. Thankfully I wasn't stupid enough to go ahead and start depositing money without a fully operational account, because I don't fancy the fight it would be to get the money back again against a bank that so clearly demostrates its willingness to lie, gaslight, obfuscate and threaten even when there is no money at stake! I wouldn't want to tackle them when there is money to fight over. My advice is to wait and see if the bank does what it says it will do. When they don't, then ask yourself if you think this behaviour is likely to get better or worse once they have your money? Therein lies your answer about whether you should try MOVE Bank.

Very happy with my car loan!!! – I'm not one to write reviews but the guys from Movebank definitely deserve this! While they do ask for a bit more information than big banks, my experience with them was nothing but praises. My lending consultant Adivya made the whole process of my car loan easy. He kept me informed via both phone calls and emails. He was very prompt with my… Read more ·  1

queries and provided very useful information on how I can hurry the car dealership up i was dealing with (who was being extremely difficult because I wasn't giving them their commission by using their finance company). One example of how prompt Adivya was with my car loan - when car dealership requested information (again) that had been provided multiple times by Adivya. I emailed Adivya re this request in the evening, and by 8am the next day, this was done (I was cc'ed)!! I felt that he went above and beyond to get my car loan processed so I can pick up my new car asap. If the car dealership didn't mess me around, the whole process from applying online, getting approval within days after sending through my documents, and fund being sent to the car dealership (osko), I would have been able to drive my brand new car within 2 weeks , instead of almost 3 weeks (due to car dealership, not mine or movebank's doing).

I would definitely recommend movebank and if you're lucky , you might get Adivya as your lending consultant! Don't be discouraged by extra information they require as they are a small bank as mentioned in previous reviews. If you want to take advantage of their very competitive rate (to put in perspective car dealership finance offered my 9.19% and told me movebank will not offer me the advertised rate (4.99) as "thats how small banks make their money" ), you have to trust the process. At the end of day, if you've been approved , you'd be saving yourself huge chunk of money!

Thanks Adivya and team!

Transparency and efficiency runs high – Publishing the least interest rate in the industry is one thing and actually approving a loan for a customer at the same rate & keeping it fixed for the entire duration and mentioning it in the contract is another. There are other online providers as well however their fine prints disclaimers clearly mentions that the interest rate can change… Read more

anytime during the loan duration. Marcel, the lending specialist made it very easy for me as a customer to trust the process and move things forward. It's a lengthy process unlike dealer finances however the effort & wait is worth the outcome. I am grateful to Marcel for understanding my financial and occupation situation and proceeding with the case setting out very clear expectations with no ambiguity. I am happy that I chose Move Bank. Marcel deserves a huge appreciation. Also, I like your queue/work force management, I was able to quickly get in touch with a person without a run around and neither I told that someone will get back to me, I could always talk to Marcel whenever I called.

IT/website issues – I was planning to open a term deposit but am already rethinking this based on issues with the website. I requested within the online chat to have someone call me regarding questions I have and it's been well over 24 hours but no one has called. So I filled in the actual form to request a call, and I got a 403 (forbidden, access denied) error. It… Read more

won't submit. I then filled in the feedback form to tell them their forms don't work, and guess what, another "access denied" error!

Makes me think I'm going to have ongoing tech issues with my account, so it might be better going elsewhere. I've never had so many IT issues with a bank's website before!

HELPFUL – Leanne was a pleasure to deal with, she was very understanding and patient with me as she walked me through the steps needed to complete my transaction.

Genuine, top quality customer service – Genuine, old school top quality customer service. Deal with the same person every time you call, prompt to answer questions, provide advice or progress your application. Would recommend to anyone willing to listen, in particular the car loans and Scott!

Best customer service for a bank – I had an excellent experience with move, the customer service was excellent the staff i delt with mainly Max was patient and verry knowledgeable.

High Interest rates. Very friendly professional service – I was very impressed with the time and expert knowledge that your consultant, Leanne shared with me. In particular how I could best use my new account to gain the highest interest available at all times. Leanne also advised me about some insurances that you offer and I will be following up on them. Also it was lovely to speak to someone who seemed genuinely interested in being sure that I fully understood how my new account would work etc. Show details

worst customer service I have experienced in a long time – tried to open a savings account online as the site says, but it doesn't work. There's no functionality on their site for opening an account. However, the HOME LOAN application works!!! They said they don't have any IT/ technical support for customers and the lady who answered the phone was incredibly rude. Let's call her 'Vanessa'. So she said… Read more

she hasn't had any issues, couldn't wait to get me off the phone and was incredibly rude - said I didn't know what I was doing and it was so easy... That I was to blame. Kept huffing and puffing refused to pass me over to anyone else. Pretended she knew about IT and issues that could arise. No desire to help whatsoever. Then I went to chat and they just disappeared and stopped responding. So, I can't open an account because the only avenue is online. But, they have no IT Support for their online processes. However, looks like from the other reviews, I have 'dodged a bullet'!

Blew Youi out of the water on Price – Had car insurance with Youi and MOVE bank thru CGU came in $1200 pa UNDER Youi.. Great service, 100% recommend calling them to get Car or House Insurance

Best small bank ever – Other than the sometime delay from hugh traffic demands, the staff are courteous, professional, and knowledgeable and I recommend the bank to anyone who wants real service. Show reply

Horrible service – Took entire day and multiple phone calls just trying to increase my daily transfer limit- with other banks this is something you can simply do in mobile banking. Below average customer services. Will not come back.

Happy Customer – I have been a customer for many years and could not speak more highly of my time with them . The staff have always been courteous and knowledgeable and the bank has always been diligent in its actions . Show reply

Brilliant customer service - Glad I changed from a big bank – Shorly after opening a new account online I received a welcome call. They made sure that I understood all of the features and fees that applied to my account, made sure I had the account information for my salary to be paid in to the new account and also ordered a new card for me. I had to call back a few days later to get my card registered… Read more ·  1

with Google Pay, this was done within minutes and the person I spoke to was such a pleasure to deal with.

It's not often anyone has something nice to say about a bank, but with Move being a customer owned bank and being a small team, it really feels good to have such great personalised service. I don't know why I stayed with one of the Big 4 banks for so long.

If I could rate them less I would – Dont go with them, wasted 3 weeks trying to get a loan so I can consolidate my debt into one at a lower interest rate. Tried other providers who were happy to transfer the next day. Move bank did have the lower rates but want to make you jump through hoops to get approved its ridiculous. I earn 138k a year, own my car, almost 10k savings, have… Read more

125k left owning on a house which I'll be getting paid out of my half by the end of the year. I have 2 debts totaling 40k....I wanted to change from a fixed loan to variable so I can smash it out asap. Move bank are ridiculous, wanting car insurance statements? Who even asks for that? Closure statements from credit cards that arent even open....I bought a set of gold clubs from cash converters for 100 and they were wanting proof and statements. Never again, go else where and save yourself a head ache.

Avoid – The GOOD: competitive rates and the staff if you could be so lucky as to actually speak with someone are pretty personable. The BAD: shockingly bad communication, won’t email anything and so you have to call but the lending specialists have back to back appointments so can never speak with someone, six weeks after my application still no word… Read more

about my credit card application despite many attempted calls. Needing to provide a crazy amount of documentation- note they explained this is because they are a small bank and therefore do not take financial risks like other banks may- had to provide several interactions payslips, credit check consent form, a completed budget statement, statements of EVERY account and bank I bank with, zip pay statements, after pay statements, rental agreements, maternity leave application, and then twice over for my partner (!) The UGLY: loosing my important financial documents, not responding to a formal complaint within their own specified guidelines- I was told I would get a call back within two days but a week later still no contact. Also insisted I have telephone meeting with their personal lending specialist and then didn’t actually ever call me and never called to apologise and once again forced to go with the rigmarole of calling again.

It seems like there is terrible middle management structures in place- unless your retired and have a lot of time on your hands I would avoid this bank.

Ppl give lesser documentation for home loans you clowns. I just need a simple car loan !! – If you have my payslips and bank statements which prove that these payments on the said payslips have been credited, It means I’m not lying about my employment. You could literally approve my loan and then revert to me with these silly documentation needs of yours rather than hold up the entire loan. It’s not like you’re gonna pay the dealer… Read more

any penalties if I don’t get the car on time.

I chose you clowns despite reading all the negative feedback here. Guess I got what I deserved.

I’ve had friends who gave lesser documentation for a $1m housing loan. You guys literally have my life history and still need more. Do I have to take a previous birth regression therapy or what , as my next steps ?

Just wish I could take my business elsewhere .. F**kin the credit history royally.

Not great – I'm a new customer, not the best start. Received a call to verify identity, they asked for my TFN, Medicare number, Drivers Licence number, address AND passport number, only to say that the system could not verify me and they would need to call me back another time. Understand the need for AML but normally its just a drivers licence. As others… Read more

have said, seem to be very over the top with questions and how much ID and personal info needs to be provided, only for their verification not to work.

Don't waste your time – I was a customer for 15yrs, I had 2 car loans one 7yr loan paid off in 3yrs & a 5yr loan paid off in 12 months. I have inquired about getting a new loan but Move say no and other banks say yes. They don't like it when they are not making money off you and won't give you other loans if you pay off loans to fast. I have since taken my business to another better bank. After Move left QR its gone down hill in service and loans. Show details

Terrible and rude – Took forever (2 months) to process home loan. Rude customer service when I rang to ask about the delay. In the end I cancelled and went with another bank and had to buy a different house. Show details

Great experience and communication! – We found MOVE bank by searching online for a car loan with the best interest rate. After a lot of research we steered clear of so many online companies as they had hidden fees and their loan conditions were very rigid. However MOVE has stuck to their word and offer the best interest rate, low application fee and no early exit fees - along with a… Read more

redraw facility for the loan. But that aside, I am actually here to share that the staff are fantastic to deal with! You get through to the person you need to speak with straight away and your application is handled efficiently. Thank you Callum, Sascha and Marcel for all your hard work and A1 communications. This was the most pleasant loan experience I have ever had! Great work MOVE, you train your staff very well!

Very prying Bank...wants to know all details of your life, constant annoying contact – Joined by opening a simple bank account, despite passing all ID checks online, refused to open account, said I had to "contact them" by forcing me to speak to a staff member from their Office. Finally spoke to somene, verified by ID AGAIN but this time with a LOT more ID required then online. ID Fraud bonanza! Finally and successfully opened… Read more

account. Then they keep pestering me consistently with SMS to keep "Call us ASAP" for some stupid reason. Ugh, No! Just leave me alone, you idiots! Will be closing my account - I've had enough of this constant needing to know more about my private life. Worse than China.

still cant access my money – I have not gone to banking ombudsman yet. Still trying MOVE. I cannot access my account on line. They have blocked it. They refuse to unblock it unless I answer their 15 min survey with such questions as "What do you like about MOVE? How did you hear about MOVE? They literally wont let me access MY account! I transferred some cash to this account, and I cant even see if it got there. Don't use this bank. Show details

Poor support – I have been chasing Move bank for a car loan for approx 2 weeks. I called them and email them multiple times and provided them with the relevant documents on time. They kept asking for more documents which one of their agents accepted that may not be needed. Despite giving all the docs, I had to then chase them frequently for status updates. I did… Read more

at least 4-5 times before I finally got a curt email saying that "they can't assist on this occasion". Its them which is getting the business and there should be some care shown to customers. They need to respect customer time and can't let them run around. They should have at least some courtesy to even call or provide a proper reasoning for rejecting.

Poor assistance with loan application process and follow up calls – After reading Canstar reviews I thought I would apply for a new car loan with Move Bank and step away from the major lenders used before. Long story short its been 8 days and they have failed to contact us regarding the applications status on more than one occasion resulting in my needing to chase them to learn of anything. On at least four… Read more

occasions I was informed it was still being processed for ever changing reasons i.e. requiring further evidence (which they fail to tell you until you call), to not checking their emails to process said evidence, to failing to give answers as to expected time frames on approval processes. Move Bank is an uninformative service that provides little detail and has made a simple loan process over complicated and stressful. Not even worth dealing with to save a few points on interest

First home buyer – I've been with move bank now for five years i joined when they where railway credit union I've always found them very reliable & great to deal with & extremely helpful they also have a great amount of products I recently applied for & got a mortgage from them it was very easy from start to finish and the person i was dealing with Stephane… Read more

Feuillye was absolutely brilliant through the whole process i don't think i would of recived the same help and personal touch from any of the big banks I should point out I'm based in WA & move bank might as well of been next door to me it was that easy

Avoid time wasting, approvals are worthless – Was given conditional approval on my car loan for over 70k. Went ahead with a contract on a vehicle for only $38K Then they decided to advise, the loan does not meet lending criteria. Oh hey put your wife on the application so we can destroy he credit score also! Avoid these clowns, great rate on vehicle loan, just took them 4 days after… Read more

conditional approval to decide I’m now not meeting lending criteria, great Now I have to go make another application.

Give this mob a wide berth.

Excellent, personalised customer service – Unlike the big banks, Move bank assigns you a dedicated customer service representative to handle your home loan application and setup. I'd recommend Move Bank without hesitation: excellent customer service, efficient and responsive, offering competitive home loan rates and personalised support. It's an absolute pleasure dealing with the staff at Move Bank. Show details

Excellent Accounts – I have moved all of my CBA bank accounts to MOVE due to their excellent products. Easy to set up, no tricky interest rate rules and easy to avoid fees. Helpful advice over the phone and prompt response to requests over the phone. Show details

Best Bank (Credit Union) Real People – I joined this bank in 1980 when it was the Railway Institute Credit Union and it was one of the best decisions I have made. They have a good web site but if their is something you don't understand a quick phone call has always been helpful. The best thing about them was my trips into central station and talking to one of the ladies about the… Read more

different accounts I should have or not have, and how to use Debit Cards, I have never had to have a credit card thanks to the advice from the loan dept. It is well worth a look at the website or a visit.

have upgraded their interface and has been a smooth transition over to MOVE Bank from Westpac. Show details