Terrible customer service, difficult process
Applied for a personal loan. The customer service representative seemed to have no clue throughout the process. I had to resend requested documents 3 times and repeat information even though the information had previously provided (and acknowledged) in earlier emails. The service was so poor and the process made to be so lengthy and complex and went back and forth for weeks that in the end I withdrew my application. I don’t recommend Police Bank. Frankly I believe paying a higher interest rate to go with one of the big banks is worth it to save you the hassle of having to go through Police Bank.
Excellent Mortgage Service
Police Bank customer of more than 20 years. I have just bought a new home and sourced the mortgage from Police Bank. Both the product and the service have been beyond compare. I also applied via Aussie who offered me a loan that didn’t suit and they took weeks to do it. The mobile mortgage lender at Police bank had me do a no fuss application over the phone and the pre-approval came through the next business day. The valuation and unconditional approval came the day after. From zero to unconditional approval in three days. The loan itself is ex...actly what I wanted at an interest rate that Aussie couldn’t match with all their lenders. The service was amazing. I dealt directly with the one person who was always available and put everything together so efficiently and so fast I couldn’t believe it. Thanks you Police Bank and thank you Marnie.
Made the process easy! Great customer service and advice.
We are new to police bank and cannot fault our experience. Clear and timely communication, tailored advice and amazing customer service. Really helped us with our first home loan. Would highly recommend!
Quality customer service and advice
I would like to highlight the excellent customer service I have received recently from Border Bank (formerly Customs Bank)/ I have dealt with staff a number of times regarding property sales/purchases and general account enquiries. On all occasions I have received individual focused customer service at a high level and really appreciate the advice and assistance. I wish to highlight this excellent customer service to the Executive as staff deserve to be acknowledged and it is one very important reason I remain with the bank - individual service. Thanking you.
Excellent Bank, excellent customer service and mortgage lender
Lately we have been buried in our home loan, car loan and credit card repayment debts, plus having children and day to day bills and expenses, we were having a difficult time finding the money and just unable to get a break. The only way was to refinance and debt consolidate our home loan, car loan and credit card debts.
After conversation with our Bank (Bankwest) and speaking to four mortgage lenders and spending many hours and weeks handing forms every person I spoke to kept advising that I cannot service the loan and Bankwest cannot help u...s. Although being with them for 11 years it was disappointing that they could not help me out as I have always paid in time without any issues. I tried the big four banks to see if I can refinance and debt consolidate, the answers were all the same, it was like talking to a robot, same answers that I am unable to service the loan and can't afford it. At wits end I thought I will give Borderbank/Policebank a call, as we met a mobile lender during a work function. Straight away he helped us and had a look at what can be done other than the usual robot lender that I am used to, he provided great customer service, actually looked at what can be done not just what the computer says, empathised with our situation and I was surprised that he said it can be done. Our mobile lender kept in contact with us either face to face, phone or email, during the refinancing and debt consolidation process, he was honest, friendly plus easy to get along with. Our mobile lender went above and beyond, even creating a budget to keep us out of debt, he showed us how much we could save and how quickly we can repay our home loan even after refinancing.
Easy Loan Application and Very Helpfull
My partner and I have acquired a home loan through Police Bank and Daniel Peachey helped facilitate that loan.
As first home buyers we are new to the scene with plenty of questions and worries. However Daniel was always readily available for a chat to explain through everything step by step to help ease our minds and determine the best process for our current situation. He would always keep us updated throughout the application and has a wealth of knowledge which he enjoyed sharing with us to help us understand the entire process.
I have been with police bank about 40 years coming from a police family, I have multiple accounts , multiple loans and have had business accounts over the years and advised my children to do the same.
I still have multiple loans and asked how I could be helped if my financial situation ie business situation became an issue. It was just an inquiry. I was told as I am ahead on one of my loans I should withdraw from that loan to pay the other loans so I don't need help. That surplus would be used up within 6 months. I am surviving but what i...
Customer service used to be top notch, now?
I've been a member of the Police Credit Union, now Police Bank for more than 30 years, in that time I've never had an issue with the operations or the customer service side (even though branches are relatively non existent).
I've spoken with the people in at customer service almost on a weekly basis over that time and they have always been friendly, knowledgeable and competent.
I have no idea what has changed in the last six months but the experience I've had has been the exact opposite, very rarely does anyone have any reliable knowledge of ...the operations of the bank and on consecutive inquiries I've been supplied inaccurate or bogus information in response to my banking needs. Whatever management has done to the call centre, please return it back to what it was because if you have no branches and your call centre staff can't function in the most basic of banking operations you no longer function as a bank.
Top of the tree
Most reliable, every time there has been an issue I can rely on this branch to sort the problem , fix it and contact me with result.
10 out of ten. Cannot express enough how good this Branch and the Bank staff are.
Hoops Hoops Hoops
Been with Police Bank for 40 years no repayment problems ever wanted to borrow $15 K and put through so many hoops decided not to proceed. Very poor service as well.
Staff dont have the skills to manage more than one account.
Staff dont have the skills to manage more than one account. Say they will get back to you within 24hrs. 1week later nothing. Takes so long to get a loan that the documents are out of date.
Waiting time over the phone
I've just waited on the phone for 11min 22secs. And that whole time was ads. I didn't get any update on my progress in line so I hung up! I'd like to know my call is progressing at least!
The worst Bank ever have no customer service.
I have been a member for the past 12 years and have only been with Police bank. their service is the worst you will get there is no customer support at all. I have always paid my loans on time and lately every time i ask to refinance or for their help i get knocked back. They make you jump through hoops only to knock you down. Then they wonder why people go elsewhere and get loans with higher percentage. Don't send us emails offering better services when you don't honour them. I am very disappointed and will be changing banks. Don't waste your time with a bank that don't look after their Customers.
WORST BANK I'VE EVER ENCOUNTERED
I have been a member for close to 25 years (my brothers and dad have also been members for 35+ years). I have had multiple loans that have been paid off in full over that 25 years with an excellent credit record. In the last 18 months I have unexpectedly fallen on hard times financially due to unforseen circumstances and found it difficult to keep up regular repayments on the last of the remaining loan, which is not a significant amount. Whilst the other major big banks who I have been with for less time have been extremely understanding and em...pathetic of my situation and have worked with me to come to a reasonable new arrangement to pay off debts, the Police Bank wouldn't even hear of it and pursued legal action. They were rude, aggressive and pushed me to the edge when I already have serious mental health issues. This is how people get pushed to brink of bankruptcy and suicide. Absolutely disgusting and appalling behaviour. Go elsewhere - ANYWHERE else. They do not care about the mental health of police families. Corporate bullies.
- Police Bank
- Verified customer
TERRIBLE BANK, LOOK ELSEWHERE
Have been with Police Bank for over 11 years, am becoming extremely dissatisfied with their service, allow bank account to be overdrawn, then reverse this and charge a dishonour fee for a direct debit not set up for this account, they play with your money as they feel like, ask for assistance and get zero
They are getting worse.
I have been with the Police Bank previously Police Credit Union and went and made an application at the Port Macquarie Branch for a personal loan. Sent an 8 page application most of the information already known by the institution from previous applications but still not taken into consideration or no data retained from previous credit history. Front counter not real sure of products and was advised everything was changing because it was the 1st July. 40 odd years with bank and its getting worse. God help the next generation.
Absolutely useless organisation, had a legal matter with an estate to finalise and took ages. Branch staff were very helpful mind you it seems the delay was in their compliance area.
NO common sense or discretion whatsoever!
Got knocked back for a small car loan, despite showing irrefutable evidence that I am currently (and have been for the last 6-8 months) putting more into savings each fortnight than my loan repayments would be anyway. I must give credit though to [name removed], who did everything she could to get this through the manager. Wasted 5 days of my life with this application and potentially missed buying the car I wanted. I have also previously priced getting a home loan through them, however, they are nowhere near competitive.
Several excuses & states disability support pension is not a 'permanent' enough of an income
Applied for their eye-catching 7 year green car loan, and no reply for 3 weeks so i call them.
Loan was declined for several reasons, but different reason every-time i spoke to a new person.
1. Was first told that average spending for someone in my circumstances was in their modelling was $1,000 per month more than i spend. Of course don't take into account that not everyone is the same, nor look at 3 months worth of bank statements that proved this.
2. Projected saving from switching from a 9L per 100km car to a 3.4L per 100km for 33,0000 k...
Possibly the worst service imaginable!
Every interaction with Police Bank has been disgraceful. Dating all the way back to 2009 when I first applied for a loan with them. Their customer service was so appalling while applying for the loan that I took my business elsewhere. Their loans aren't the best and you can find better at other banks.
Signed up for a lease on a motor vehicle through Maxxia and the lease was financed through Police Bank. Provided my new contact information in 2013 as my email and home address had changed since I last used them in 2009. Since 2013, I had the m...otor vehicle and was in constant communication with Maxxia with no issues. Come time that the lease was about to expire I wanted to pay out the remaining figure. Called Police Bank numerous times and their service was terrible once again, with one representative telling me to go sort it out with St George, another telling me that I do not have an account with Police Bank, and another telling me to call Maxxia. Finally (on the day of the lease expiry) they called me stating that they had sent numerous emails regarding my account. I asked which email it was sent to and yes, they were sending everything to an email address that I hadn't used since 2009. Update your systems! No phone calls? Got my tax invoice and it was in someone elses name! Lucky I checked otherwise I would have paid thousands of dollars to pay off other persons account. Avoid Police Bank!
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