512 reviews
AI reviews summary
The overall sentiment for Resimac is sharply divided between two distinct customer segments. Home loan customers report high levels of satisfaction, frequently praising the proactive and helpful nature of individual customer service consultants who often secure interest rate reductions. Conversely, customers whose auto loans or novated leases were transferred from St George report a universally poor experience characterised by severe administrative failures, lack of account access, and aggressive debt collection for errors made by the lender.
Pros
Cons
Verdict
Resimac appears to be a highly effective and supportive lender for home loan customers, offering competitive rates and personalised service that often exceeds major banks. However, for auto finance or migrated St George customers, the service is currently plagued by systemic administrative issues and is not recommended until migration processes are stabilised.
I can’t thank the team enough for their wonderful service and seamless help with my loan process! Everything was handled professionally, efficiently, and with genuine care. They made what could have been a stressful experience feel smooth and straightforward. I highly recommend RESIMAC to anyone looking for outstanding customer service and reliable support. Thank you! Show reply
Reviews with attachments
two Resimac officers assisted me today 5/6/2026. Each person provided valuable assistance with my queries. One was Ardi, the other a young lady (did not catch her name sorry). I phoned from Darwin NT ar approx 130 pm. Each person should be commended for their service and rewarded. A week holiday should be considered on full pay, cheers Joe 5/6/2026 Show reply
Jade was extremely helpful and very patient. I highly recommend her customer service. Thanx Lisa De Vizio Show reply
Good start but not passing on rate cuts – I had a relatively good experience transferring to Resimac but as I've just received an email stating that the 'emergency' RBA rate cut hasn't been passed on at all I felt obliged to point out that the RBA have slashed rates by 1.25% in the past 10 months and resimac have passed on 0.65% which is pathetic, they give the typical sob story of world economics Show details
Horrendous Customer Service – I've been with this company for few years. Without fail, the waiting time to reach a customer service officer is >30mins on average. Recently, the company had upgraded their dated online system that I've never successfully login without not have a customer service officer to reset my password. After the upgrade, I can't manage to login using my… Read more
old password and I've reset three times via new self-password reset. Still, I can't access my Internet banking. I've called the service desk four times since last week. For three times, I've waited close to 2 hours and I've to hang up due to other commitments. I thought I had my luck today after 30+ mins of waiting. Disappointedly, the line got diverted to a "satisfactory survey" after officer can't solve my login issue and transferred to a manager. I can't believe to login to Internet banking, I've to spent > 7hrs waiting and still couldn't resolve such a simple IT issue. Worse banking experience in my life.
Hi Lifewolimits, If you could please check your private… Read more
Latest follow-ups
[Name Removed] was very pleasant and helpful, resolved all my issues, left me with a smile, thank you.
Follow-up · I have had to request 3 times for a copy of proof that I authorised debit cards against our offset account, I have had to get fr I started that I don't get notifications when something goes wrong with my account, I am Primary Office worker and financial representative for Our family. I was asked to fill out another form for a card that was never… Read more
Hi Thea-Dora, Thank you for your 5-star review! We are so… Read more (+2 replies)
We have been with Resimac for more than 5 years and during this time they have not given us any reason to leave. Their rates have proven to be very competitive and if not the best they have always been willing to listen and more often than not… Read more · 3
match the best rates. Love the way we are able to split the loan into, in our case three sub-accounts but unfortunately only one offset account can be set up. This is something that could be improved. Overall very very happy.
Follow-up · Redraw facility is great - $20k limit, funds available next day Can't think of any deficiencies in Online tools 'Limitless' Number & amount of repayments with ability to use these additional payments in lieu of monthly repayments which is very handy
Still no access to my account it's been 6 months now, no contact from resimac spent a week in march trying to access my information. I also bought a car through St george. Never resimac. Why is this happening, I too am going to complain to fair trading.
Follow-up · Nothing has changed, worst service I've ever experienced. I'm going to complain to the accountant. Had it!!
Hi Rick, We are sorry to hear about your recent… Read more
Positive reviews
I had a B pay payment that hadn't reached its destination. Within 10 minutes, Jade had an answer and resolution. A call back by Jade a few hrs later to let me know the refund had been transferred back. I was then able to pay the intended recipient and not wait a few days as 1st suggested the refund may take. Show 2 replies
I had the privilege to have Grazel be my customer care consultant, she was knowledgeable, patient and extremely helpful in understanding the issue I called about even taking the time to assist in setting up and guiding the navigation of the online platform Thank you Grazel Show reply
Absolutely highly recommend ResiMac easy system to navigate whether it’s through the app or online itself great system. I don’t normally leave reviews as I’m generally pretty blunt and honest however customer service very good very forthcoming understanding yeah not much more. I can say other than very happy. Show reply
Negative reviews
Called to reset my password and was told that I will be sent an email to reset said password. I got sent this review email instead of what i called for. Very poor customer service. Too many questions to verify a person.
Hi Miriama, We’re sorry to hear about your experience,… Read more
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Hello Folks This is an update to my original review/ experience. I have added 1 star for the assistance and professional conduct of a member of the RESIMAC team. I am happy to report that the troubles I had have been resolved to my complete satisfaction. If you are in the same boat, this is a bit lengthy but read on, it may help. I would… Read more
encourage anyone who reads this, and is in the same situation, to reach out to RESIMAC in the hope they receive the same level of professionalism, intelligence and compassion displayed by the gentleman who assisted me. He did not read from a script, was across all communication before reaching out, listened attentively to my account, and had a keen analytical handle on the sequence of events plus the attendant consequences for both parties.
I also encourage RESIMAC to get on the front foot and offer this kind of assistance - open, honest, communication, directly from the company ultimately responsible. This should not be a "self help" exercise from your customers.
My original review is below, edited/ summarized for clarity of the circumstances involved. The good old one star/ zero if I could was the initial feedback. I have kept it in, as the experience was what it was and needs to be documented. I feel like the gentleman who assisted me deserves a couple more at a personal level, but there is no universe in which the entire exercise could be described as "Good".
Same issue a lot of St George Customers are having. I will start with the initial complicating factor.
- Changed address with St George on 20/07/2020. This was 5 days in to the epic lock down. - Of the six options available in the supplied loan documents: phones were jammed, branches were shut, web address no.1 redirected to the business loan/lease page or timed out. - Went with option 4 - visit us at bankofmelbourne.com.au - Selected update your details option and seemed like success. Every financial product we had with St George appeared to be updated. -Seemed no need to send an email, and given the a state of the world and all the above, had some doubts it would be attended to. - Option 6? Who sends letters these days anyway. And who would be on the street collecting mail during the longest lock down in history. - for all of the above I "kept the receipts".
Forward to March 2025:
- RESIMAC take over loan - Three payments to process via direct debit. - First was double dipped. Text message sent to me advising this will be rectified - Second was for the wrong amount (short). That was then rectified. Last was for a different amount again. - Thought the loan was discharged. - Nine months later (Feb 2026) I get a text from a debt collector pretending to be Resimac It looked like a fishing scam. Ignored it. Google even flagged it. -Then in March rapid fire texts and aggressive phone calls from same debt collector pretending to be Resimac. -Call Resimac. Evasive and transfer me to "another department". Turns out to be another company - the debt collector. -Check my Equifax report and they have defaulted me since January 2026. Only reached out to me in Feb 2026. - My bank informs me an open and active direct debit arrangement has been in place the entire time. - At no stage has the account been unable to service the payment. - Until now a perfect credit history. - Reach out to RESIMAC via this forum -Resolution within 4 days.
Postscript.
It would appear that some information was transferred from St George to RESIMAC (phone and email address). These do not appear on the loan documents but were provided in the details update on 20/7/2020. Not the new address! So one or both have dropped the ball (likely St George given the scramble amnd panic at the time). Not an excuse for the handling of the situation.
It appears RESIMAC only became aware of the issue in September 2025 (near 5 months after the final payment was botched) and then had the same automated systems send letters out. Really needed to attempt contact through all means available as they had previously when there was an error (the aforementioned double dip, and I suspect they only discovered this due to customer outrage at being charged in error not any reporting from there own systems).
I hope this helps some of you. These are terrible burdens to carry, especially in times of great economic trial and uncertainty.
Regards
Shane R
Hi Shane, Thank you for your feedback. We are deeply… Read more
After providing a great review for Resimac back in March / April - I am now providing a follow-up. Following the May interest rate rise, the discounted rate that I was provided was removed and replaced with the new interest rate. So in all, I received 1 month at the discounted rate! I contact Resimac today to have the rate reviewed, given I really… Read more
didn't get any advantage out of the reviewed rate only to be told that I am not eligible because I have had a rate review conducted within the last 3 months! Pretty poor customer service from a customer who has been with Resimac for a few years now. I understand that Resimac cannot control the Reserve Bank raising rates, however what they can control is the rate they apply to customers. Perhaps I will start shopping around for a better deal with a provider who care about customers.
Hi Tanya, We are sorry to hear about your recent… Read more
Recent reviews
Loren was very helpful in my request, most impressively she suggested I try online access which I have attempted several times before with no luck. Loren walked me through it very patiently and pointed out the benefits on using the service. Thank you Loren your report was outstanding Show reply
What a really present surprise to get a call from someone telling us they can save us money on our loan. It was a very simple process, Ardi explained it clearly and sent all the forms straight away as promised. Would always like to save more but not having to push and fight for something I believe this to be a good reduction. Show reply
I had a fantastic experience today. In the past it hasn’t been so good but I couldn’t be happier with the assistant that made life so easy and enjoyable. Give her a raise Show reply
Customer service is excellent with prompt and efficient response to requests and account queries when calling the customer service number. Online statements for company representatives would be helpful though. Show reply
Answered quickly and my request for help was taken seriously and initiated… the only thing I don’t understand is why 2 month wait to have interest rate dropped, which I am grateful for but when they go up it’s implemented within 2 weeks. I thank Resimac always been good to us. Show reply
Recieved a customer relationship call from Rebecca from Resimac as i have been a customer for an exteneded period of time, Rebecca was ringing to to see how my home loan was going and was there anything they could help me with, i asked for a rate review and Rebecca was able to help me which was great. As everyone has been looking to save where they can this call was a great way to finish off a long week. Show reply
A highly motivated and customer-focused professional with a strong commitment to providing excellent service. Known for being cooperative, knowledgeable, patient, and helpful in every customer interaction. Skilled at understanding customer needs, resolving concerns effectively, and creating a positive experience through clear communication and a… Read more · 1
friendly approach. Seeking a customer care role where I can use my interpersonal skills, problem-solving ability, and service-focused attitude to contribute positively to the team and organisation.
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I had been trying to connect with your Customer Relationship team for over 10 days to look to refinance my home. The Call Centre operator was having issues with my passwords ( probably my fault) and then once I had wiated for over an hour and left a message no one returned my call. I did this multiple times. I was SO SO frustrated I decided we… Read more · 1
needed to re-finance as I did not want to wait any longer. I made one last attempt and was connected to Rebecca Strickland. She was outstanding and committed to returning my call with an offer on the new rates and was able to match what another provider was prepared to offer. Rebecca was outstanding, very professional and a delight to deal with. I really want to praise her service.
Aldrin Calingasan, the Customer Care Consultant was very helpful with my need of all the previous loan and off-set accounts bank statements for my tax purposes. He was very patient and listened and satisfied my need for emailing all those statements for my accountant. Thank you so much! Show reply
I had a really positive experience with Resimac thanks to Jack. He took the time to go through my loan with me and made sure I understood everything clearly. What I appreciated most was that he reviewed my rate and chose not to increase it, which was such a relief. Jack was patient, kind, and genuinely helpful. It’s rare to feel looked after by a lender these days, but Jack really made the difference. Show reply
Contacted Resimac late on a Friday afternoon about a large deposit into the incorrect account, provided all the details and they said an enquiry had been lodged. Their investigative team would contact me within 3 business days. I heard back from them by midday the following Monday. They had located the funds and have confirmed that they will be… Read more · 1
returned to the original account within 24-48 hours. If only the mainstream banks had this level of customer service and expediency!
Received fantastic service from customer relationship specialist, Rebecca today. It was so nice to speak to someone who is easy to understand on the phone, friendly and proactive. Her service to me today has made a big difference to me and essentially means that I am much more likely to stay with Resimac than I would have otherwise. Show reply
I am a new customer and a little I.T challenged. I called Resimac this morning for some guidance and was lucky enough to speak with the delightful Loren! She was so helpful, professional and friendly. Thank you Loren! Show reply
Resimac proactively contacted me to discuss my existing home loan. Rebecca was more than accommodating to ensure my rate was reviewed and subsequently reduced in-line with a more accurate rate bracket. Show reply
I needed to avoid interest charges on my loan account whilst redrawing from my offset balance. Earl was patient, understood my query and needs and, answered my concerns. He spoke to his colleagues when unsure, and provided me with alternate options to meet my requirements. I was able to follow his instructions with clear notes on the form on how to action my account. Show reply
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Hi Pilz, Thank you for your comments and we’re glad to… Read more