This is my third review as i got a call from Andrew the manager following my review and he and his team Rob, jumped through hoops to help me get the loan I needed in the end. i am forever grateful for your help and hard work. God bless.
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.
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!
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