Police Bank

We refinanced with PoliceBank from our old bank in order to fund the knock down rebuild of our home. Our loan manager was Janet Knight and she was very professional, always readily available to answer enquiries and would regularly keep in touch with us about the status of our build. She always processed invoices in a timely manner and was able to… Read more

answer all of our questions. We needed the final payment made pretty quickly as it was right before the Christmas shutdown period and we desperately wanted to get into our new home before Christmas and Janet made sure it was paid quickly. Very happy with the service we received from her and the loan we received from PoliceBank.

I've been a member for 40 years going back the days of the Police Credit Union, I've never observed the 'Bank' to be in a more broken down state than what it is in 2026. From the absolute impossibility of contacting Customer Service, to the basic functions of what a Bank is required to perform it fails at all levels. Customer service if you could… Read more

call that from opening at 8am onwards any attempts to contact them will produce the recorded 'We're experiencing an unusual amount of calls..." , no they just aren't answering any.

Example of the state of its day to day banking operations: reporting a fraud/online transaction, firstly you have to be able to reach Customer Service (see above) then customer service will email the Fraud Department (you can't speak with directly they aren't answering phones or handing out their number to anyone) with the details, then you wait for something to happen. And you wait for weeks for a response, then repeat steps to contact Customer Service etc etc.

The Fraud Department are not afraid to make fraudulent entries on their records to cover for their inaction, a fraud in itself, but apparently that's the way things are done at the POLICE Bank. When you can finally argue your way through the levels of obstruction and speak to the Fraud Department you can see why they're happier to cook the books than action a fraud.

The enthusiasm for taking on a task is absolutely zero.

Broken down demoralised and soon to be raided by the regulators is my assessment.

Over the past two months, I worked with Josephine Tila, Home Lending Specialist, to refinance two of my investment properties with Police Bank. The entire experience was smooth and straightforward from start to finish. I’m confident I secured one of the best deals available in the market for a three-year fixed loan at the time. Josephine provided… Read more

outstanding service throughout the process. She was friendly, highly responsive to all my queries, and made everything easy and stress-free. I’m very glad I chose Police Bank and truly grateful for Josephine’s excellent support.

I have been a customer of the Policebank for over forty years. The service we received from Miss Tila was extremely helpful in securing a new home loan. Miss Tila was very approachable, and she informed my wife and I of all developments during the process. Miss Tila returned all calls in a timely manner and was very polite and curtious. I have found the Policebank helpful in most cases and the customer service from Miss Tila was grateful. Show details

I have been a member of the police bank for 25 years, in the last couple of years of been very fortunate to have Marnie H assisting me with all my banking needs. Marnie was professional, and nothing was a problem. I have even referred other members directly to Marnie and will continue to. Marnie gets my vote for Police Bank Employee of the Year. I appreciate everything she has done for me as a police bank member.

Been a member of Police Bank, formally Police Credit Union since 1998. Recently they have changed fraud detection from internal systems to an external agency and since then every single transaction I made gets flagged as potential fraud, not just a transaction here or there...every single one. I have spent countless hours on the phone and live… Read more

chat rectifying their errors. Mortgage repayments have been missed and I have been hit with late fees because Police Bank decided they are fraudulent transactions. (I have had the mortgage for 9 years). A recent payment to the Australian Tax Department was also flagged as fraud. How many people are out there throwing cash at the ATO?

The real clincher though? They sent one time passcodes (OTC's) to your phone to 'verify' the transaction. They have the wrong phone number and despite me emailing, calling, live chatting they say they can't change it. Cant? or Won't?

Every email and written complaint I have sent has had no response. I cannot close the account at the moment due to work commitments, but it will be the first thing I do when I get the opportunity.

Customer service is a disgrace. I don't know how they remain employed.

Used to be fantastic then over the past years it's terrible, no one answers the phone, if they do after 2 hours or after complaint on social media they are rude as if you're a nuisance. If you report a fraud they don't care, they don't stop the payment and don't give any investigation at all, they say to report it after 28 days and by then the… Read more

scammers have moved accounts, names and bank accounts around and get away with it. It's a police bank so why aren't they investigating or assisting with frauds and scams? Pathetic. Big 4 banks do everything they can within minutes of reporting and sometimes you get money back whereas this bank don't care or have the resources to do anything. Also when you transfer to a frequent bank account you have so example I transfer my own money to westpac this bank holds the money for days...why???? What if I was in financial trouble and need money in the other account fast? They also have restrictions on amount you can pay which had me in trouble before when purchasing something expensive. Had to call them to release my own money and they don't answer the phone.

I recently contacted your bank regarding refinancing my home loan. A representative emailed me to schedule a phone discussion; however, my experience was extremely disappointing. The representative did not call me at the agreed time, and when I eventually spoke to her, I found her communication unprofessional. I had to repeat the spelling of my… Read more

three-letter name several times, and despite referring her to our prior email exchange, she seemed completely unaware of it. She also stated that the offers were “discretionary,” with no clear policy or general guidance (for example, whether offset accounts are available with the loan).

The overall experience gave me no confidence in the bank’s professionalism or customer service standards. I ended the call and decided not to proceed further. Afterward, I read online reviews and realised this seems to be a common issue — I consider myself fortunate that this interaction helped me avoid a potentially poor banking experience.

I strongly suggest that the bank ensure its staff receive proper training in communication, product knowledge, and basic customer courtesy, especially when dealing with prospective clients.

We just refinanced our loans for our two properties to Police Bank. The rates were extremely competitive which drew me to re-finance and the process and support during the re-finance was excellent. A big thankyou to Josephine for all the support. Show details

Marnie H is amazing :) She went above and beyond assisting us. I would 100% recommend contacting the Police Bank and Marnie for your banking needs. What we particularly liked with Marnie is that nothing was " too hard". She should be their "Employee of the Year"!

I would like to take a moment to express my sincere appreciation for Marnie H and the exceptional service she has provided. While I understand that experiences with financial institutions can vary greatly, my interactions with Marnie at Police Bank have been consistently positive, seamless, and stress-free. Marnie was brought in to resolve an… Read more ·  1

earlier issue, and I can confidently say that since her involvement, the process has been flawless. Her professionalism and dedication have turned what could have been a challenging situation, into a smooth and efficient experience.

Marnie also demonstrates a deep understanding of the Police Bank community, particularly the unique challenges faced by those living with psychological and physical injuries, including PTSD. Her empathetic approach has been invaluable.

Thank you, Marnie, for your outstanding support. You have truly gone above and beyond!

I dealt with Josephine from the Narellan branch for a bridging loan. The service was great, Josephine made the whole so easy and kept me updated along the way through the whole process. I would recommend Police Bank anytime over the big 4 banks for their great personalised service. Show details ·  1

After many loan pre-approvals, I finally found the perfect home. The staff at the Canberra Branch could not have been more helpful and patient with me during my search. The loan process was straight forward, efficient and timely. The rate was very competitive. I have been a client of this bank for decades--I'll be sticking with them! Show details ·  1

Katie EVANS Assistant Relationship Manager Hobart. Where do I start :) Thank you so much, without your help, empathy, professionalism and understanding of my situation, I would not be able to now own my own home and have some security for my children. You went over and above to help me, answered my many questions relating to rates and… Read more ·  1

repayments and also replied to and answered numerous phone calls almost immediately.

Katie you are a credit to your profession and I am so grateful to Police Bank as a new member.

Renee ROESLER

I recently became a customer because an online search indicated they offer a particular type of home loan I wanted. My requirements were not standard and I asked for various changes to loan amount, term etc before we went for approval. Even so, the refinance was approved 15 business days after my first contact. Perhaps the best part was I only… Read more ·  1

had to deal with one person. Thanks to Josephine T at Narellan who was patient and reliable throughout the process. The only poor part of my experience was using the Illion system to submit bank acct and credit card info.

I have been a member of police bank for approximately 50 years. I joined the police Department in 1971 I have mostly dealt with the Newcastle branch with my financial affairs. I have always found the branch staff to be reliable, courteous and cant do enough for you. Their guidance is professional and well appreciated. I must say one staff… Read more ·  1

member stands out with outstanding service and deserves these accolade's.

Her name is [Name Removed]. I think her last name maybe [Name Removed] or similar. Thank you Newcastle branch. Your the best.

[Name Removed]

member number [Number Removed]

Police Bank is very fortunate to have such a dedicated, helpful and extremely efficient and competent employee. It was a pleasure dealing with Colleen. Excellent service. Show details ·  1

Newcastle branch has and still is so helpful. Pia goes out of her way to sort any issues, help with problems, and I always feel so comfortable with all I do there. Having been with the Police Bank for at least 60 years , my family and I are very happy. Show details ·  1

Police Bank Mobile App – A Game Changer! I’ve been using the updated Police Bank Mobile Banking App, and I’m genuinely impressed with how much better it is compared to the old version. The upgrade brings ease, security, and convenience all in one place. What I love about the new app: Simple & Secure Login: Options like Face ID, fingerprint, PIN,… Read more

or password make logging in quick and safe. Card Control: If you misplace your card, you can instantly lock it through the app – no stress! Money Management Tools: Budgeting calculators and savings trackers help me stay on top of my goals. All Accounts in One Place: I can view my savings, loans, and credit cards together, which makes managing finances so much easier. Fast Payments: BPAY®, Osko®, PayID®, and Digital Wallet integration mean transferring money is seamless. Regular Payment Setup: Setting up subscriptions and bills is now effortless – “set and forget” really works!

The app feels modern, intuitive, and secure, with multi-layer encryption and automatic logout for peace of mind. It’s clear Police Bank has listened to feedback and delivered an app that truly supports banking on the go. If you’re a Police Bank member, I highly recommend downloading the updated app. It’s a huge step forward in digital banking!

Money magically DISAPPEARED from our account!! No trace of where it went and no transaction showing on the statement from where the funds was transferred to! I phoned the customer service number provided on the police bank website and the phone operator was unable to help, and told me he would pass my message on to a home loan specialist to… Read more

further investigate and they will call me back with an answer. Received a phone call the following day from the home loan specialist only to be told they “assume it could be a glitch” and to take a screen shot if this happens again. Are you kidding me?? This shouldn’t have happened AT ALL! Turns out Police bank deducted our mortgage repayment from the wrong account, then they put the money back into our account, and proceeded to deduct from the correct account this time. We have not requested for these changes to be made in past 4years that we have been banking with Police Bank! No explanation has been given since this error occurred. Appalling customer service. I have lost all trust and loyalty with this bank.

Transferring money – I transferred money to another bank. The Police bank hold the money for 3 days before transferring it. They took it out of my account. So if all the monies transferred are being held by the bank gaining interest. We loose again.

Do not sign up to Police Bank – Have been with police since 1995. Recent experiences have left a sour taste in my mouth. Our entire family will now close all accounts with the Police Bank, their customer service is very poor and quite disgusting to be honest. Police Bank was good but is very very bad now

Terrible over the last few years – Suddenly started charging me ridiculous charges and allowing unethical amount of tries to take money than charged me 55c for each failed transaction and than blamed me for being broke, I’ve being with them for over 30 years didn’t even try to help or fix it just blamed me, so I will be leaving, in the last few years customer service is shocking… Read more

and hidden fees creeping in for transactions and allowing ridiculous amounts per day for PayPal to try to take money from my account and charge me for it! It was never like this before. So that was the last straw as I’m in a Dv situation they did not care but happily took $70 for transactions that never even happened that was to feed my children. Not a shred of human decency when I was in a tuff situation.

Too many outages – Being with this bank is like playing Russian roulette at the checkout to see if your card will work to pay for your fuel,shopping etc. Wayyy too many outages. Your redundancies, if you have any, are absolutely terrible. Time to move banks. Home loan included.

App is bad again! – New app is still bad! There are no buckets like other banks like bankwest & Up bank where you can create buckets for an emergency fund or a trip or Xmas & reminders. Boring!!! And if you don't change your payment to Osko, the payment automatically goes to standard payment & will take 3 days to hit your account! Also my experience with loans… Read more

applications with this bank was terrible. They have no loyalty to people who have been with the bank for a long time. They go through everything in fine detail & make you feel like you won't pay the money back!

So then you go elsewhere & they give you the loan in 1 day.

Call Centre staff don’t appear to take responsibility – I’ve been with Police Bank for over 40 years, there was a time when I rated them 9/10. In recent months I’ve had Occassion to contact the call centre about a number of issues. On one occasion it was regarding a transfer of money to another bank. After speaking to the agent I was assured the transfer would go through immediately. After five days… Read more

nothing occurred so I contacted them again, the agent I originally spoke to hadn’t processed the transfer.

Last week I spoke to them about an online renewal of a service with an expired debit card.

I had already spoken to the merchant and they assured me they would refund the money, they haven’t.

The PB call centre operator stated she would forward the issue to the fraud section, aS it involved an expired card being used by the merchant.

I contacted the call centre today and was told there was no record in the conversation notes about the matter being forwarded to the fraud section and there was nothing they could do, as ut didn’t constitute fraud.

My four kids left PB over the past five years, now I understand why, and I am about to follow them out the door.

Good Bank – I got my first home loan through Corina at the Hobart branch. Found Police bank to be straightforward no nonsense. They have low mortgage rates compared to other places. No monthly fees, nothing extra for offset accounts. Show details

Crap crap crap! – I’m so over this bank app isn’t pay id (Osko) supposed to go straight in not with police credit union most times 12 hours later if I’m lucky my last pay id I did was 10 hours ago and it’s saying it submitted still waiting what a load of crap. Show details

Happy Customer since 1997. Your updated app changed that!! – Since the introduction of the new app, I have had countless mobile password resets. It just locks me out and I have to call to have it reset. You are clearly not listening to the feedback of this app from multiple users. Delayed transfers, transfers not appearing and many other quirks that never use to occur.