RAMS

I have been a RAMS home loan customer, and I am appalled at how my accounts have been handled. In preparation for moving my loan to a new lender — a transfer that hasn't even taken place yet — RAMS/Westpac closed my offset accounts and moved approximately $30,000 of my own money into a Westpac holding account, with no prior notice and without… Read more

contacting me in any way. I now have no access to my own savings. The new lender doesn't even offer offset accounts, and RAMS/Westpac refused to migrate me to a Westpac product that does. So my funds have been swept into Westpac's holding account ahead of a transfer that hasn't occurred, with no warning and no chance to plan around it. As a direct result, I can no longer meet my mortgage repayments or my credit card payments using the money I had specifically set aside. Closing a customer's offset and moving their savings into the bank's own holding account pre-emptively, without a single email or phone call, is a serious failure of basic duty of care. I would urge anyone with offset savings to think hard before trusting RAMS/Westpac with them.

Rams is definitely the worst financial Institution that I’ve ever dealt with – Wish I could give ZERO! Customer service is very poor, they are not interested in helping. Only interested in adding on penalties whenever they can. Very unsatisfied. It’s pretty obvious that this business was doomed to becoming defunct. You may as well be dealing with a farm animal!

Unsatisfactory customer service – After repeated contacts I am still in the dark about my astronomically increased loan repayments. Unsatisfactory customer service, providing contradicting information and refusal to clarify my explicitly articulated request.

Pretty good services – I have been a customer for RAMS for about 3 years. Their service quality is pretty good. The application is easy to use, though a bit bare, like lack of features. Show details

Great Saving Account but you can never unsubscribe – Joined RAMS in 2012 for their high interest savings account. It was a great experience. Customer service, online banking and communication was good. Having closed the account in 2016. I no longer have any accounts with RAMS since. Called RAMS in June 2023 to be removed from the mailing list. Submitted a complaint in July 2023 but still receive… Read more

account, policy and interest rate updates with no possible way to unsubscribe. Very frustrating and inappropriate.

EXCELLENT SERVICE – Brianna Brunsden was very efficient , helpful and professional. Queries were answered promptly and clear easy to understand advice provided during the refinancing process . Show details

Horrific service – If I could give them no stars I would. Recently moved and updated details for my transaction accounts only for no letters to be received. They closed my account and moved my money with no notification. Now they claim they can’t send me anything in writing or email outlining where they sent my money. Phone service is absolutely pathetic. Now apparently my money being transferred is going to take 10 business days.

Disappointing – We have spent the last 3 weeks looking at refinancing with RAMS. They told us to close accounts and consolidate loans to proceed with the application, which is what we did. They then told us they couldn't proceed with our application and wouldn't give a reason why. We have a combined income of $170000 a year and we're refinancing a $330000 loan.… Read more

If you don't want to waste your time I wouldn't bother trying to apply with these guys. It's disappointing as they won't even provide reasoning for this which makes me think they can't be bothered to be honest.

They reported wrong my credit report and not accepting their mistake – I would say to all don’t use their bank. They provide worst services and their policies are ambiguous. I have never seen any bank like this, unprofessional. Shame on your Services and customer care representatives.

keep away from Rams – the construction loan team has no experience and extremely unreliable. the progress claim process can take over one months. the Rams appointed QS team is also shown have no experience at all. keep away from this company.

Painful customer experience – The worst customer service experienced. Called them number of times and they go through a number of security questions, which I understand is for the security of the account. There are multiple questions they ask and if you get one wrong they ask you to call again. The issue I have faced is, I provided same answers on 4 different calls I made and… Read more

they said the information is incorrect, fifth time I called with same answers it cleared identification. Then they ask you to go and visit the local branch to get your self verified. I am curious how bug 4 banks maintain the customer privacy laws without making it too onerous on the customer. The experience is painful having to spend hours to get a loan statement. Unbelievable!

Hacked, highest rate and fail access lose lose – Was hacked a few years ago, took 30k and opened an account, and changed my password. So of course I couldn't online access, had to call cust serv: continually failed security questions because guess what I'm answering TWO accounts and the balance I THOUGHT I HAD. And still charged $3[5 SERVICE FEE ANNUALLY. Impossible. Rate is 7.96 and am offered… Read more

5.96 elsewhere, pack up,cos it has just happened again, and I've failed the security questions. Stay with the Big 4.

Be warned – Lender allowed joint account holder to take over $60k in one day from redraw without notifying me. Allowing a $60k withdrawal in one day. From a joint account. Without notifying the joint account holder. Left me broke. Show details

Worst customer service experience I have ever had – Have had a loan with RAMS since 2016. I am one of 4 partners and have never had a online banking profile. I have tried to get one but keep failing the security questions, they keep telling me to call again and try again. I am the owner of this loan, I can not go into a branch to identify myself, there is no actual person to see to clear this up.… Read more

Therefore I can not gain online access. I tried for 2 days to get this and get no where. Worst customer experience I have ever had with an organisation and I have had many dealings with banks and telcos.

Disappointing lender - will keep increasing your interest rate until it's about 3% higher than other lenders – Rams was ok when I first obtained a mortgage through them in 2010. However they got greedy and I had to leave them. They are very quick to increase the interest rate on a mortgage loan. Conversely they are very reluctant to decrease it when the reserve lowers the rate. They will say that they do, but then how do you explain the most recent rate… Read more

of 8.92% that they had my loan at when I finally had enough and decided to leave? Does 8.92% really seem like a reasonable rate when there are plenty of lenders currently offering around 6%? After being a loyal customer of this company for around 14 years I strongly suggest that you look elsewhere. Don't make the same mistake as I did.

Dreadful customer Service – I have been a customer since 2008 and over the last year they continually fail my identity check as they have incorrect information and will not allow me to speak to anyone. Their level of care, help and understanding is shocking to say the least. Show details

Breath of fresh air – Open, honest and friendly. Jim Rachcoff was always quick to respond and help in all matters home loan and mortgage. For a first home buyer new to the market with no clue, Jim's wealth of knowledge, experience and no bull approach made me feel more confident and knowledgeable than anyone else I spoke to in the lending market. Can't recommend Jim and his team enough. Show details

Left RAMS after 2 months… – - bad communication from lender who was impatient, never explained fees properly - bad product knowledge from customer service team - confusing transactions that customer service was unable to explain - redrawn your fund from loans for no reasons and screwed up my tax return for my investment loan Never again for me Show details

Terrible – The worst lot to deal with. Wait on the phone for 1.5 hours to talk to someone to find out they can't give me a verbal payout figure. Keep telling me that I have arrears when I don't. They constantly talk over you on the phone. So happy to be leaving them. Show details

RAMS BANK HELD MY MONEY/DEPOSITS/BLOCKED CARD CASH WITHDRAWALS 3.2 YEARS ILLEGALLY – RAMS BANK CEO [Name Removed] blocked internet banking access to my Deposits/Funds/accounts/Visa card cash withdrawal, when Informed Positive coronavirus (COVID-19) Pattaya, Thailand on12 April 2020, June 2020 bank instructed DFAT/Interpol international all to arrest Allan DETAINED in jail. Bank informed CENTRE-LINK, ATO when requested emergency… Read more

funds assistance home dying, June 2020 we have the legal right to freeze his accounts. Bank guilty AFCA 747497. December 2020 Criminal Cartel actions with 5 other banks. No legal reason for blocking. AFCA instruction. Release un-block immediately REFUSED. UNHCR April 2021 ordered 3915/2021 bank to release all monies immediately, he is dying and needs the money to buy medication medical and a return air this to his country, home. REFUSED Bank informed DFAT when requested emergency funds assistance home dying, JULY 2021 we have the legal right to freeze his accounts. REFUSED TO DATE ALL ACCOUNTS/CARDS LOCKED, NO FUNDS RELEASED

Carlton RAMS, Janet Qu – Janet has now helped me with two home loans. Janet helped with my initial fixed rate home loan a few years ago, then recently helped with a top up enabling me to purchase something new after selling my home of 20 years. Buying / selling can be stressful, but not with Janet on side. Show details

Lionel Sexton in Geelong was beyond brilliant – Lionel helped me secure a bridging loan then reestablish a new loan. It was complicated and he was kind, professional, thorough and the consummate gentleman. I could not fault his diligence and integrity also his experience. Show details

Best customer service from a bank – I don't know if we've just been accustomed to bad banks all this time, but I've found RAMS to be fantastic. Home loan approval process was very easy with the representative coming to our home to sign docs etc. But that's not what really impressed me - it's the call centre Every time I call them: - I might be on hold for maybe 5 minutes at the… Read more

most, - when I get through to someone they are local, - they have the experience and ability to address the issue quickly and I've never been transferred to a different department/ person - once the call got disconnected and the guy actually looked up my number and called me back! (Have you ever heard of a call centre doing that these days???)

I am surprised by the number of negative comments about the call centre, as I've never had an issue.

Stay away – Stay away and look elsewhere! We used Janet from the Carlton branch and it nearly cost us our house 10 days out from settlements. Lucky we were able to go directly to the bank we were going through who advised ‘never use Rams’ and approve our loan on the spot. Show details

Terrible communication – slow communication, miscommunication, slow. Given the wrong information causing delays in our build forcing myself to do all the work and running around to go back and forward between rams and the builder. Missing our deadline because of wrong information. Show details

The worst service ever! – Just forget they ever existed...worst customer service ever. Call them to complain and they don't care even single bit about customers...and you will speak to 15 people repeating the same thing to get something resolved. Show details

Bank that lives in the Stone Age – This bank is ok until you need to change your direct debits due to taking on a new job. Then it’s absolute disaster, they can assist you to help set up new payments as your loan is fixed. The ironic thing I fixed as your rates increases were every month. You try save some money but these thieves are not supportive. Then their system takes 3-4 days… Read more

to receive the funds from any bank how backward is that in a new digital world. If you can stay clear of them as they are not an amicable bank they just stick to their Stone Age systems and protocol.