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GeezSouth East Queensland, QLD
- 2 reviews
Absolutely pathetic
3 weeks to access a car loan and in the end was rejected. Got approved by 2 other banks in the meantime. Excuse given was they are a small bank. Grow up guys. This is 2020
1 comment
FireballSouth East Queensland, QLD
Car loan
Big attraction was the advertised 2.99% interest rate for new car. After 2 weeks many phone calls, emails, pulled the plug on application as realised they do not have sufficient resources to handle enquires. Ended going through traditional lender at higher rates, but level of service was well supported. It’s the old adage you get what you pay for.
1 comment
Queensland CountryQueensland Country Bank
Thank you for your feedback. Our current car loan special is a market leading rate and we have received unprecedented demand from all over the country.
As a result of the high number of enquiries, it...
Read more is regrettable that we were unable to process your application sooner. This is definitely not the level of service that we aim for and our lending team are working hard to ensure that all applications are processed in the timely manner that our Members have come to expect.
Reject application for aviation staff
Recently applied for new car loan with 2 applicants. The loan amount was secured and only 80% of collateral. The loan was rejected on account that the main applicant is from aviation industry. Regardless, still in employment, the industry is too volatile and Queensland County Bank does not have the “Risk Appetite” for such application.
1 comment
Queensland CountryQueensland Country Bank
Thanks for your feedback. It’s unfortunate we were unable to offer you a loan this time.
Our team carefully considers a number of elements relating to employment when assessing loan applications, inc...
Read moreluding length of time in the industry, whether hours have been recently reduced, and employment type (such as casual or permanent). We take our role as a responsible lender seriously and adjust our lending policy from time to time to ensure our continued compliance with responsible lending obligations.
Find out how Queensland Country Bank compares to other Banks
Know better, choose better.
Amy S.Greater Melbourne (Outer), VIC
Worst Experience
The application lending process took almost 2 weeks, I had to follow up with bank directly multiple times for update as it would take on average 2-3 days for a response. Do not recommend based on experience.
1 comment
Queensland CountryQueensland Country Bank
Hi Amy,
We are sorry to have fallen short of your expectations and would love to follow this up for you. Please send a private message with your details so we can aim to resolve this as soon as possible for you.
Carleine B.South East Queensland, QLD
Absolutely incompetent and then blame customer
I was a member of QCCU for many years with no problems. As soon as they merged the service dropped dramatically. I decided to close my accounts and overdraft. When I went to Virginia branch I was told that it was not open because it was lunchtime. Then a male ushered Me in. Nobody knew which forms I need to sign and the male miscalculated how much money needed to be transferred to close my overdraft. A couple of months later I noticed my accounts were still open and accruing fees. I rang and was told I needed to fill in a form. I was busy and t...
Read moreold them that I already filled in a form. Months later I get a message saying that my accounts are still active and still accruing fees. I rang yesterday the guy said he would get back to me yesterday. He rang me today and warned that the call was being recorded for quality purposes but it really sounded like he didn't believe anything I had told him. Then he said that they will wipe the fees. Wow! How generous. And that I need to to go online and send them a secure email. They are so incompetent that I am seriously considering having all my accounts audited. Stay away from this bank. Stay with the big banks.1 comment
Queensland CountryQueensland Country Bank
Hi Carleine,
We are so sorry for your experience. This definitely does not reflect the high level of service we strive to deliver to our Members....
Read more Hopefully this issue has now been resolved for you but if you have any further questions please feel free to send us a private message through here and we can sort it out straight away for you.
slorrSouth East Queensland, QLD
- 8 reviews
- 1 like
Dreadful and hopeless
Since they merged and became this entity - the functionality and service is beyond woeful. I was locked out of my account for over 6 months because nothing worked. I have one account 2 years on that still doesn't function. They cannot help with any problems, and have even changed my account name and wont change it back. The cards stopped working and then charges went up. Don't go there.
1 comment
Queensland CountryQueensland Country Bank
Thanks for your feedback.
We are so sorry that your experience has not reflected the high service standards we strive to deliver to our Members....
Read more We would like to get these account issues sorted straight away for you and have just sent you a private message. If you could please reply with your best contact details, we will have one of our banking specialists contact you in the morning.
leondotcomSydney, NSW
- 3 reviews
Awful experience! 2 days in my life I'll never get back! Stay away from this bank if in NSW!
Awful experience! 2 days in my life I'll never get back! Stay away from this bank if in NSW!
I would strongly suggest to this banks executive team ([name removed]Chief Risk Officer/[name removed] Executive Manager Retail Banking) to streamline banks procedures and staff training in regards to people joining from other state and take note from other banks in QLD, such as Heritage that verifies customers through Post office id check. (If you really want more customers from other states!)
I joined online and was welcome by one of team members (...
Read moreK), couple of hours after I got a call from another team member (G) asking where am I located , I said NSW, she asks -why you opened account with us? (What?) I said I liked it. She says we have to physically identify you. I said I am in Sydney. How else can you verify me? She said well if we can't physically verify you, you cant have an account.1 comment
Queensland CountryQueensland Country Bank
Hello, please accept our sincere apologies for the late reply.
We certainly do accept new accounts from interstate. In some circumstances though, our procedures call for additional steps in the identification process. ...
Read more It’s unfortunate that you were given conflicting information from our team and that’s definitely not the high level of customer service we aim for. If you need any further information or assistance, please feel free to send us a private message with your details, and we can have a banking specialist contact you.
TaylaSouth East Queensland, QLD
- 4 reviews
Horrible
Was fine when I was living in Townsville. Now in Brisbane it's useless. There's only 1 branch/ATM and that's in the city. I travel overseas alot and I can't withdraw money. I had an issue with my pin number. Was adv to go into a branch. Tried to do a currency transfer and again wanted me to go into a branch. I couldn't as I was overseas. Can't use my debit visa card on Android pay. I got fed up and went to HSBC. I was with QCCU for around 10 years.
1 comment
Queensland CountryQueensland Country Bank
Hi Tayla,
To begin with, we are so sorry about the lateness of this reply as we have only just joined ProductReview. ...
Read more Thanks to internet banking and our mobile app, lots of our Members continue to use our services while traveling overseas or living far from a branch. It’s possible to change your PIN and do currency transfers through internet banking, so it’s unfortunate to hear that you thought your only option was to visit a branch for these things. While we don’t own many ATMs in Brisbane, our Members have direct charge free access to a large network of ATMs Australia wide, including those operated by the big four banks. We also offer Google Pay for Android users (and Apple Pay). Thank you for banking with us for 10 years. We’d be happy to welcome you back should you wish to give us another try and please reach out if you have any questions or need further assistance.
JEEPSTERBrisbane
- 7 reviews
- 2 likes
Seasoned member
I have been a member a very long time using on line no problem till I moved to the city it was hard to get to a branch not used to traffic.No atms near ie 20 klm's plus their site crashed for a long time nobody would admit site crashing told to check your system get IT Technision etc I could get an site around the world but not 18 qccu sites only work sites. as a pensioner not able to drive far moved to city area 2 yes ago.So moved to a mid sized bank no problem now local branch 3 klms away small town use all ATMS everywhere except Bendigo bank and private ones.Branches everywhere even 4 different types of ATMS outside branch.Bigger daily withdrawals on card better interest
1 comment
Queensland CountryQueensland Country Bank
Thanks for your review and for your loyal membership over the years.
A great many of our Members do all their banking without ever visiting a branch thanks to internet banking, our mobile app, Google...
Read more and Apple Pay, Bank@Post and direct charge free access to our ATM network and those ATMs operated by the big four banks.Find out how Queensland Country Bank compares to other Banks
Know better, choose better.
PACNorth Queensland, QLD
- 3 reviews
The friendly bank, NOT!
The most unfriendly organisation I have come across. Called into a branch recently after using one of their flexi tellers so I could change a $50 note.
Could I change a $50 note I enquired, are you a member was the response? If I'm not I enquired? I can’t help you was the response. Blame ASIC and the Royal Commission the staff member told me.
What sort of country have we become.
So, I rang customer service to clarify this asking what was the ASIC rule, and could they refer me to it. I accept that the young lady answering the phone was un...
Read moreaware as she referred me back to the branch. I explained that this was not a branch decision but rather further up the chain I believed, and I did not wish to speak with the branch manager. I repeated that I was after information to clarify this "friendly approach" to banking. She referred to her manager and them came back to me saying I had to go back to the bank. I suggested that now I was unhappy and wished to make a complaint OK so Now at which point her manager came back on line and then explained that they do not assist non-members. I explained that I was a member. So, I was asked my membership number. I refused to give it. Then I can’t help you came the managers response. I simply wanted to clarify the banks procedures on changing money and evidence of it. Unless you give me your membership number then I can’t help again came the reply. So now I would like to turn this into a complaint I explained to the manager. At which point she referred me to the QCCU website and hung up the phone on me. [name removed] you’re a credit to your organisation. At least your approach is consistent with that received in your branches. Oh, and for the record on calling ASIC they could find no reference where a bank could not change monies for me although they did suggest if the bank had used that as an excuse the should at least provide me evidence thereof. To the employee at the branch who told me I would get the same service (rather lack of) elsewhere at any other bank again sorry your wrong. A quick call to the local NAB offered that they would change whether member or not and that in fact they also offered a machine which I could walk up to and do myself. So here's a test for you all. Walk into your branch and see if they'll change a twenty for two tens. And after they ridicule you for at least thinking that this may be remotely possible call their customer service line and listed to the recording where they will tell you they are the friendly and make up your own mind.2 comments
Queensland CountryQueensland Country Bank
Hello, although we reached out to you personally to resolve this issue at the time, we thought we should also leave a response here.
We can confirm it is our policy not to offer cash exchanges for no...
Read moren-Members. The reason for this is that we have a regulatory requirement to identify anyone who transacts with us. This is part of our compliance obligations in respect to Part 7 of the Anti-Money Laundering and Counter-Terrorism Financing Act.
Hmmm interesting receiving more feedback after 2 years. May I please ask is this still your policy now that you are a bank and not Credit Union? I have just downloaded the policy you have referred to ...
Read moreand I cannot find anywhere that suggests you cannot change a larger bank note for a smaller one. I fail to see how changing $50 note to two $20's and a $10 supports money laundering or terrorism. Other banks offer this service. Given that the branch in question is located in a tourism area your message suggest that the only way then you could assist a tourist was if they were to become a member. I am glad you see the logic in your argument. I simply cannot. As a customer / member of you bank I still suggest you remain Australia's unfriendliest bank. Hopefully in time you will come to your senses.
Disappointed clientMelbourne
Privacy Breach
Queensland Country Credit Union you need to lift your game.
I logged on to my internet banking only to find another customers personal and financial details. This included names, number of accounts, balances as well as credit and debit transactions. When I contacted the credit union, they hushed it over as just a silly mistake. The credit union, really didn’t seem to care about breeching a customer’s privacy.
Questions & Answers
NSW M.asked
what is queensland country bank?
No answers
Schubyasked
Why have you recieved all
Negative below par response from public
3 answers
I cannot believe how bad they are. Before the merger when they were Queenslanders credit union- they were 100% - absolutely great..but now down to minus100%. I cannot believe how bad there service is, their care factor and their IT. They really should not be allowed to trade now...
Queensland CountryQueensland Country Bank
Hello and thanks for your question. We have never actively encouraged any of our 100,000 happy Members to leave us a rating on ProductReview, so the platform seems to have only been used when we have unfortunately not lived up to customer expectations.
The handful of current reviews do not reflect the high standards of service that our team strives towards each and every day, as we have done for the past 50 years.
We are currently working on a plan to invite our Members to engage with us on ProductReview and we’re confident this will result in a more accurate reflection of our overall service in helping people to live better lives through better finances.
If you have any more questions about Queensland Country, we would be more than happy to answer them for you. All the best!
what is queensland country bank?
Details
Services
Provides a number of personal banking and business banking services.
Branch and digital banking options
Branches are distributed throughout Queensland, including Brisbane, Cairns, Ipswich, Mackay and Townsville. There are also digital banking options.
Personal banking services
These include transaction accounts, savings accounts, credit cards, home loans, personal loans such as new car loans, secured personal loans, home renovation loans and unsecured personal loans, international transfers, international payments and foreign exchange.
Queensland Country Bank’s unique SmartBudget feature provides an online portal to track and pay bills in one place, and divides up all your expenses into consistent amounts - whether with weekly, fortnightly or monthly payments.
Business banking services
Basic and Platinum business accounts, online saver accounts, Business fixed term deposits, business loans, commercial overdrafts, business Visa credit cards, and business payment solutions.
Insurance services
Health insurance, home and contents insurance, car insurance, caravan insurance, travel insurance, landlords insurance and boat insurance.
Community initiatives
In keeping with its status as a customer-owned, community-driven bank, Queensland Country Bank gives community grants to charities and community groups in the local area, such as Home Hill Community Kindergarten.
Points of praise
- With a number of long-standing customers, some dating back to the bank’s opening in 1971, Queensland Country Bank’s outstanding, personable customer service is a recurring point of praise amongst reviewers. Customers appreciated that both branch staff and phone staff were consistently friendly and helpful.
- Queensland Country Bank’s smooth loan application processes were lauded by customers, particularly home loan applications, which were handled with care and without stress.
- The bank’s SmartBudget feature has been around for decades, and customers are still using it today, and reporting that it’s a great help in avoiding financial strain.
Points to consider
- Membership is open to Australians living in any state, not just Queensland. Some reviewers reported taking out home loans that went smoothly, despite being in another state. However there are also no physical branches in other states, which could be inconvenient depending on your banking preferences.
- According to reviewers, not all Queensland Country Bank cards are compatible with Samsung Pay digital wallets - meaning you can’t use them in conjunction with a Samsung smart watch or smartphone.
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Queensland CountryQueensland Country Bank
Hello, and thanks for your review. We take our responsible lending obligations seriously and it's unfortunate we were unable to approve your loan at this time. It sounds like you now have your car fin...
Read moreance sorted, but if you were wanting us to take a further look into your application, please feel free to send us a private message through here and we'll chase it up straight away for you. All the best.