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Pepper Money Home Loans

Pepper Money Home Loans

4.3 from 643 reviews

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
Bad
Application Process
Bad
Timeliness
Bad
Transparency
Terrible
Online Tools
Terrible
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
Excellent
Application Process
OK
Timeliness
OK
Transparency
Good
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
Excellent
Application Process
Excellent
Timeliness
Excellent
Transparency
Excellent
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
Terrible
Application Process
Bad
Timeliness
Bad
Transparency
Terrible
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
Excellent
Application Process
Good
Timeliness
Good
Transparency
Good
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

Very helpful staffs and quick service thanks Rosie

Me and my husband had some issues with our home loan and the house we bought are so close to settlement day, we are devastated that we might lose the house and deposit we have paid. My husband contacted with Pepper and the staff name is Rosie helped us, she is very helpful and get us loan approved very effectively, very appreciate her help and after we have the loan approved, all the staffs we have been dealing with are very helpful and friendly

1 comment
We are extremely happy to hear that we were able to help you to achieve your goal and that we were here to assist with the settlement of your loan. Thanks for recognising the efforts of our staff, in particular Rosie, who I’m sure she will be delighted to hear your feedback. Welcome to Pepper!

Outstanding Customer Service

I received my welcome phone call today, and was blown away by the very polite and helpful lady on the other end of the phone! After speaking with me, she sent an email within mintutes. Outstanding service!

1 comment
Hi Kessy, Thank you for taking the time to share your positive experience with us at Pepper. We are glad to hear that we have provided you with excellent customer service, as we constantly strive to achieve this. Stacey is a valuable member of our team and we will be sure to pass this feedback on to her. With thanks, Natalie

How long until funds are in?

Hi. We been approved for refinancing our home and We have mailed all finalised paperwork work for our loan with pepper money on 5th Dec 2018. We refinanced through a broker. we are just waiting on funds now. How long will that take?

Kind regards,

Susan

2 comments
Hi Suz, Thank you for your question. Welcome to the Pepper family! As you have applied through a broker, it would be best to contact your broker as they will be able to confirm when you should receive the funds. Warm regards, RachaelThanks Rachel for the warm welcome

Excellent customer call..

Stacey was very friendly the minute I received her courtesy call. Very helpful with the information provided about my loan settlement, giving me a comfortable feeling that help and contacts are available if needed from Pepper. Thanks Stacey for your call, so I am not in the dark. This is the customer service experience I am happy to receive. Thank you.

1 comment
Hi David, Our Pepper team know how important it is for our customers to feel supported and kept up to date and we are thrilled Stacey has provided you with an exceptional experience. Stacey is a valued team member and we can't wait to share this positive feedback with her and the team. Thank you for your recommendations and sharing your review! Kind regards, 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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