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Pepper Money Home Loans

Pepper Money Home Loans

4.3 from 647 reviews

Smooth Transition

Everything was completed efficiently and quickly organised by Peppers which made refinancing with them a smooth transition. Was given the opportunity to achieve making a few dreams happen with one loan.

Customer Service
Application Process
Timeliness
Transparency
Loan TypeVariable Rate

Lost my family home

I was financed for a home loan in 2010 through a broker. The broker and Peppers, both never checked my financials, and had the hide to then charge me 17% interest on a $280,000 home loan. I was shown the contracts and was told, we will revisit your loan in 12 months to renegotiate the interest on my loan. After 2 years of struggling and trying to get help with the financial difficulty legislation, I was told by Peppers,theres nothing they could help me with, and unless I got up to date, they would be seeking possession of my family home.
4 weeks later after trying t talk to Peppers, I received an eviction notice to take possession. I tried to contact the broker for Peppers, and his mobile was disconnected. I have since been able to get some of the information, and all my financials were "doctored" to make it look like I could afford the loan and the 17% interest rate. Since loosing my home, I have had to go through a bankruptcy to try and get my,and my families life back to some sort of normality.
Since to Banking Royal Commission, I will now be taking this matter further ,due to the bad practices, and for everything I have lost since going through all of this.

Customer Service
Application Process
Timeliness
Transparency
Loan TypeFixed Rate
Loan Start DateJanuary 2010
2 comments
Hi Warren, We are very concerned to hear about your experience with us. It sounds like this has been a very distressing time and we would really appreciate the opportunity to thoroughly investigate this. If you could please provide us with your full name and contact number, we can contact you to discuss this further. Kind regards, NatalieDo you have an email address, dont want to post my personal details on here>

Wonderful service that helps when others refuse

We have just commenced our loan with pepper but so far we are impressed. They gave us a chance to buy our deceased fathers home when no one else would. They were helpful, prompt and efficient. They have given us our dream and with such polite service. They are most accommodating with repayments to suit your pay cycles, honest and helpful advice. They make you feel like a valued customer and not just a loan.

Customer Service
Application Process
Timeliness
Transparency
Loan TypeFixed Rate
Loan Start DateFebruary 2019
Loan used for:Second Home
1 comment
Hi Chook, We are so happy to hear that we were able to assist you with the purchase of your father’s home. It’s also lovely to hear that you have found the process to be helpful and efficient which we hope continues throughout your journey with us. Kind regards, Natalie

So far great service. It is my first month so hope it stays this way. I’m sure it will.

Happy service, no unexpected fees, Banks said no as I am self employed, so I appreciate the opportunity to own my home even though it is a bit more expensive than banks. Thanks Pepper

Customer Service
Application Process
Timeliness
Transparency
Loan TypeLine of Credit
Loan Start DateFebruary 2019
Loan used for:Refinancing
1 comment
Hi Dee, Congratulations on purchasing your new home and welcome to the Pepper family! We are so glad we could help you achieve your dream of owning your own home. With thanks, Natalie

Interest Issues

I got a loan with Pepper approx a year ago, I was stung 20% interest as pepper said something was on my CRA . I went to Equifax, nope nothing on my CRA . So I went back to Pepper and said their has been a mistake. I was told I can refinance the loan to a cheaper rate down the track. Zoom to today I attempted to do that interest hiked up to 24% with the " new " loan. Went back to Equifax, nope nothing on my CRA again and they consider my CRA good. Then went back to Pepper. Nope won't address so I am jumping off the merry go round and am off to AFCA as the interest issue is as clear as mud. But definitely check your CRA with Equifax BEFORE you accept any loans from pepper. Coz they don't fix it if it's wrong.

Customer Service
Application Process
Timeliness
Transparency
Online Tools
Loan TypeVariable Rate
Loan Start DateMarch 2018
Loan used for:Renovation
2 comments
Hi Janine, We're sorry to hear that you’ve had such a negative experience with us. Thank you for taking the time to post your feedback. We'd appreciate the opportunity to discuss this with you further, so if you could please send us your details via private message, we will arrange to have one of our team members contact you. Kind regards, NatalieMy phone is 0448990927, my email is janineabarrett@gmail.com. I have already tried a number of different ways including attempting to borrow against my mortgage free property. All have been vetoed. I have paid correctly for a year and all I have requested is an interest reduction which Pepper cannot supply. I will see if AFCA can reduce the interest due to the fact my CRA was clear at the time of applying for the loan. Regards Janine Barrett

Pepper Money - incredibly helpful & caring

When we were unable to sell our house in this current climate the bank just wanted their money back and couldn't help us.
We applied to Pepper Money with all the same details for the bank. Pepper Money said yes we can help you. They have saved us from financial ruin. Thank you

Customer Service
Application Process
Timeliness
Transparency
Loan TypeFixed Rate
Loan used for:Refinancing
1 comment
Thanks Chris. At Pepper, we understand how difficult and stressful it can be to get a loan and it’s fantastic to hear that we were able to meet your needs when the banks couldn’t help. Welcome to Pepper! Kind regards, Natalie

When the other Bank won’t

My home loan financier prior to Pepper wasn’t interested helping me sort out some financial issues I found myself in. Pepper put me on the right path and at a very competitive rate

Customer Service
Application Process
Timeliness
Transparency
Loan TypeVariable Rate
Loan used for:Refinancing
1 comment
Thanks Col, so happy to hear that we were able to assist you with your loan! Congratulations and welcome to Pepper Money. Kind regards, Natalie

Lump sum pensions

Would not accept an annual lump sum pension as income.Although very upbeat at the beginning with the " your loan is approved and waiting for you. " and was told this pension would be fine. I served Australia in the RAN for 20 years and paid into this pension fund. No trying to work things out. Just sorry we don't accept lump sum payments as income. People , Find other lender. Your local mafia don perhaps. Very disappointed from a company that promises a lot but delivers frankly nothing except a hit on your credit rating.

Customer Service
Application Process
Timeliness
Transparency
2 comments
Hi Rosko, We’re sorry to hear of the frustration you’ve experienced with your loan application and thank you for taking the time to let us know. If you could please provide your details via private message, we would appreciate the opportunity to discuss this with you further. Kind regards, NatalieJust received an automated message telling me it may be 5 days or more to get a response! Great customer service....NOT. I will be advising my family friends and all my ex service friends and workmates not to even consider using your company. Minus 100 stars.

Careful & considered.

Pepper Money is careful and considered . You don't want a bank throwing money at you if you can't afford to repay . I never thought this day would come . Courtesy call from Pepper was a great touch to make sure I understood everything or had questions . Easy direct payment setup.

Customer Service
Application Process
Timeliness
Transparency
Loan TypeVariable Rate
Loan used for:First Home
1 comment
Hi April, We’re thrilled to hear that your experience with us was a positive one. We understand the importance of providing a tailored experience and making the process as simple and easy as possible. We look forward to continuing this journey with you. With thanks, Natalie

Good start

Just changed over to Pepper from one of the big 4.
Nice to recieve the welcome letter and phone call today
Easy direct debit setup and access to account and offset

Loan TypeVariable Rate
Loan used for:Investment Property
1 comment
Thanks for such a lovely review, Todd. We trust that our excellent customer service will continue during your time with Pepper Money. Thanks for sharing your experience with us. Kind regards, Natalie

Pleasing beginnings.

Early days as we’ve just settled on new house. Pleasantly surprised to receive courtesy call from Pepper today to ensure we were happy and understood repayment dates etc..so far very impressed. Thank you

1 comment
Hi Jared, Thank you for such a positive review! We love hearing from our customers about their experience with Pepper. We certainly appreciate you taking the time to post your feedback. Kind regards, Natalie

Terrible, heartless vultures and even worse customer service.

Terrible throughout my time with them. Vultures who acquired GE's old homeloan book and immediately set out to either take the home or overcharge on fees for late mortgage payments - at the height of the banker induced GFC mortgage stress. AVOID, AVOID, AVOID! Don't believe the positive accounts on here. A while back it became obvious Pepper staff were placing fake positive feedback responses. Read and compare; it's quite apparent. Use only if DESPERATE and get away as quickly as you can from them. No Stars.

1 comment
Hi Ka, We apologise for the service you feel you have received from us during your time with Pepper. It is certainly not in line with the service we aim to provide and would really appreciate the opportunity to discuss this with you. If you could please provide your details via private message and we will be in contact with you. Kind regards, Natalie

Thanks to Rosie and Pepper

I got in touch with Pepper and Rosie when I was going through a divorce and needed to refinance the family home. Rosie was amazing in getting everything organized for me. Have been with then for a year now and am very happy with the service. Great alternative to the big banks.

1 comment
Hi Terry, Our Pepper team strive to deliver every one of our borrowers a tailored experience to make the process as simple and easy as possible. Rosie is a valuable member of our team and we look forward to sharing your review with her. With thanks, Natalie

I would never again deal with pepper money

un experienced and useless staff
Hopeless business to deal with
Customer service was disgusting and horrible
I would never deal with pepper money ever again

1 comment
Hi Mick, We're sorry to hear that you’ve had such a negative experience with us. If you could please send us a private message with your full name and contact details, we will arrange to have one of our team members contact you. Kind regards, Natalie

No compassion

Pepper Money Customer Service is worst than Mac Donald’s. If you are desperate for a loan, please don’t use Pepper Money if your life depended on it. They will bleed you dry and won’t think twice about you. I’m am stuck with them for the next 5 years. I beg you not to make the same mistake as me.

1 comment
Hi There, We're sorry to hear that you’re unhappy with the customer service you feel you’ve received from us. We'd appreciate the opportunity to discuss this with you further. If you could please send us a private message with your full name and contact details, we will arrange to have one of our team members contact you. Kind regards, Rachael

Bad experience with personal loan!

If you are going for a personal loan, the best thing is to go with a bank. They may charge you a monthly fee but help you to get your loan. Don't waste your time here for days sending documents and application. When I was applying 3 percent less than it was. Then the credit team reviewed it and said there was a mistake from my side and no longer proceed all I end up getting two unwanted credit check after years from pepper. Still waiting to hear from veda. I am happy though, after reading all the past comments. One thing they improved over the years, good customer service!

3 comments
Hi Phil, We're sorry to hear that you’ve had such a negative experience with us. We'd appreciate the opportunity to discuss this with you further. Can you please send a private message with your details so we can get in contact with you? Kind regards, RachaelHi Rachael, Sent an email a couple of days ago, replied back to my application decision. No response yet! Thanks, PhilHi Phil, If you could please send your contact details to customercare@pepper.com.au we will arrange for someone to get in contact with you. Kind regards, Natalie

Perfect for first Home Owners

I have been overjoyed by my two experiences. I do not feel that I would have bought a house when I did if it wasn’t for Pepper Money. I am single and bought my house under age 30. They also then assisted me with a personal loan which then turned into discussions regarding refinancing and consolidating the two debts into one. With this refinance, I plan to create a five year plan to assist me with my finances and look at an investment property in the future.

It would be fantastic if there could be one case worker to a client for the life of their loan as each time I call, I feel as though I have to explain my story to a new customer service person.

It is getting harder and harder for young people to get into the market. I genuinely recommend first home owners to look at Pepper, to get your foot in the door and purchase a property.

I am happy to discuss this review with Pepper staff as well.

1 comment
Thanks Aimee, what fantastic feedback! We are extremely pleased to hear that we were able to help you achieve your goals. We understand how difficult and stressful it can be to get a loan and we strive to help everyone no matter their situation. We also appreciate your feedback around customer service and will certainly review your recommendation. Thank you and welcome to Pepper! Kind regards, Natalie

Early Days

Only had loan for a week...everything off to good start tho...very helpful in setting up loan and online access...good beginnings

1 comment
We’re thrilled to hear that you’re off to a great start with us! We trust that our excellent customer service will continue during your time with Pepper Money. Thanks for sharing your experience with us. Kind regards, Natalie

Good service but sluggish loan turnaround

This is the second time we've borrowed with Pepper, and our experience this time has been far better than the last. Our current loan consultant, John, has been fantastic, and we've been offered reasonable interest rates given our financial situation (they are by no means cheap rates though).
On the downside the loan approval process is pretty slow... it can take up to a week in each stage of the approval process for the assessors to actually review an application.
Overall good service, and they will bend over backwards to help you out - even when other lenders have already knocked you back. From our experience don't expect the loan process to take anything less than 4 weeks though, most likely more.

1 comment
Thanks for your review, Dave. We’re glad to hear that John has been able to assist you with the loan application and that it was a better experience for you this time around. Although; we’re sorry to hear that you found the process to be slow and drawn out. We appreciate the fact you have provided this feedback to enable us to make any necessary improvements. With thanks, Natalie

Excellent service and professionalism

Urgent home loan! I have to mention both Rosie and Raymond. They were quick and efficient. Helped me with all my questions in a timely manner. They kept me up to date and I was able to settle my property 3 days after my settlement date. Any normal lender I would daresay I wouldn't have made it in time at all. Keep up the good work.

1 comment
What great feedback! Thank you. It’s great to hear that you were able to settle your property so quickly and that Rosie and Raymond were there with you at each step of the process. Rosie and Raymond are valuable members of our team and we look forward to sharing your review with them. With thanks, Natalie

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Questions & Answers

Is the home loan better than the banks home loans
1 answer
Thanks for your enquiry. To find out more about the types of loans offered by Pepper Money, you can contact our scenarios team on 13 73 77 to discuss your situation further. Kind regards, Natalie

Applied for a personal loan last week, but didn't receive any notification or ref number in case we needed to follow up. How can I check that the application has been received? Steve
1 answer
Hi Steve, Thanks for getting in contact with us. In order to assist you further, please contact our Personal Loan Team on 1300 659 430 for further clarification. Kind regards, Natalie

We have signed and sent all our forms ( actually hand delivered to Galilee Solicitors in Hobart Tues 15th Jan 2019) decided this was more secure after long delay in receiving documents due to being left at Toll depot in Hobart for unacceptable 5 days, How long now do we have to wait for final decision so we can begin with our newly refinanced mortgage? We began this process with our broker early December. Seems so long. Very happy with everything else, but as other reviews have said, timeframe is sluggish.
1 answer
Hi Audrey, We're sorry to hear about your frustration with your recent application. We suggest getting in contact with your broker, who will be able to provide you with an update on your loan application. Kind regards, Natalie

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