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St.George

St.George

Branches and Online
1.6 from 398 reviews

Incompetent staff, appalling customer service. From good to worse.

My mother signed me up as a child when I got my first bank account with this institution. Unfortunately I can no longer say the same for them for some 20 years ago when I got my account with St. George.

I rarely have issues, rarely phone up, look after my money well and pay all the fees required by the bank. Yet, when you're actually needing help these days they are utterly useless. What are we all paying these employees for? Every damn time, it's always "we can't do that" or "you'll have to call this and that, but tomorrow because they are closed right now".

This company has become a joke and a disappointment. For the same issue I've had before, they resolved it in a matter of minutes. Now, the same issue has occurred and apparently, it can't be done. I've phone up twice and been given three different answers. The last call was apparently you could fix the issue, and then in a sudden turn of events I get a different story.

Then the worst happened overseas. A family trip for my late grandmother for my own mother to experience where my grandmother grew up. My mother gets a new card for overseas transactions and promised her the pin number was the one she requested. What do you know, when we finally go to use the card the pin is incorrect. It caused us so much grief because this pathetic and incompetent company couldn't get anything as simple as a PIN number done. Even though this was all "double checked" by the company before we even left Australia.

AND to make matters worse, they apparently couldn't even do anything over the phone when my mother is struck with grief over the event, effectively ruining half the overseas trip. Not to forget the dragged out, ONE HOUR phone call charging us hundreds. Talk about incompetent.

I'm fed up with this useless company. I loved this bank, but now I'm done with you lot.

Transparency
Customer Service
Review TypeATM Experience and General Transactions

Would give 0 stars if possible

I have been a customer with St George Bank for 30 years, as my parents signed me up there when I was a child. I feel silly that I didn't change banks sooner - St George are absolutely horrible in every way. My accounts are constantly experiencing delays with processing and transfers, with money showing up much later than other banks. It makes it extremely difficult when one has so many direct debits etc that are affected by this. It also takes much longer than almost all other financial institutions to receive any payments - for years my pay from my work would show up a full day later than everyone else, receiving transfers constantly takes about 3 working days when many other places have them instantly. They also charge exorbitant fees and don't ever get in touch with you to let you know that you could have simply changed to an account with lesser fees - I had had the same bank account for about 15 years, and instead of moving my account to a newer account with no fees, they had me stay in the same bank account which wasn't even available any more. Absolutely disgusting to think how much I have paid to these people just to have access to my own money.

Transparency
Customer Service
Review TypeCredit Card Application, General Transactions and Loan Application

The most deplorable customer service

I've been banking with St George since the beginning of 2018. The only reason I decided to open an account with them was because of the bonus rate they were offering back then on saving accounts. The customer service has been horrendous to say the least. I had to relocate overseas due to professional requirements. I contacted them before leaving to make sure they have the correct email address and overseas phone numbers on their system. Here we are now after two months and 7 emails that I've sent asking them to block transactions that I cannot recognize, and zero response. So, unlike all the other banks that provide clients with numerous options to contact them, these guys only have phone banking and if you cannot call, you're done! You cannot do anything and they don't care. Funny they have a "customer advocate" team that has no idea what customer is or how to write an email advising a customer if the customer begs for help!
If there was a negative option, I'd give them negative 500! Deplorable, embarrassing, horrifying, unprofessional, words cannot describe how frustrating it is to bank with these guys!

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Customer Service
Review TypeGeneral Transactions

More branches closed

Went to the fremantle branch, its closed so is the ATM.
Went into Perth CBD branch also closed...

NO letter no notice anything been a customer since 2000.

Couldnt find ONE St George ATM to deposit money into.

Review TypeATM Experience and Business Banking

Rude customer service for a simple issue

Only rang to find out why I hadn’t ever received a bank statement and someone clearly hating life gave me a condescending response in a stupid tone of voice “well how did you set it up?”. The response I was looking for was “let me look into this.”

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Customer Service
Review TypeCredit Card Application and General Transactions

Poor credit card processing....

Had to deal with overseas call centre,had to submit same information more than once, sent mixed messages by phone over whether my application had succeeded,knocked back for a minor limit for no clear reason. Been with them four years...only good thing is branches where you can get served but they seem to be closing.Back to ING for me

Transparency
Customer Service
Review TypeCredit Card Application

Absolutely terrible, awful, couldn't be worse

I spent some money on my credit card, and they thought it was fraud and locked me out. I called, they told me to go to branch with ID. I go to branch with ID, they have no idea and can't help me. Eventually after they've been on the phone to the fraud team for ages, they unlock my account. Then they tell me to go away and call to reset my password. I called to do that, and they told me in fact my account is still blocked and I need to go back into branch with ID.

Legitimately can't believe I'm being punished like this for using my own credit card. Will absolutely be cancelling the card and never going near this joke of an institution again.

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Customer Service
Review TypeGeneral Transactions

Gob smackingly rude staff

I've had an account with StGeorge for about 20 years. I rarely go into a branch, but when I did to find out about my mortgage, the teller wasn't interested in listening when I tried to explain to her the information I needed. Each time I tried to explain it she talked over me, interrupting me each time. In the end she basically told me that I need to call customer service myself. Shocked at her attitude, I calmly and again tried to explain my banking details but she walk away. It was unbelievable. The teller next to her had the audacity to tell me that she thought I was being argumentative. I asked her to substantiate her accusation by asking her how / why she thought this, then she too walked away

I was mortified.

I was very stern with the tellers at this point, yet maintained total respect, but they were nowhere to be seen.
I ended up walking out humiliated + my banking needs were not met.

Unbelievable....as in unbelievable.

Later that day, I phoned customer complaints to make a complaint, then came in the branch the next day to have my banking needs met which the manager did. He apologized for what happened the day before saying that there was communication breakdown ( there sure was....on StGeorge's part), however, I wanted an appology from the tellers.

Almost 2 weeks went past, and nobody got back to me about my formal complaint, so I phoned up customer service, and apparently according to them the complaint was solved (which is wasn't).

The tellers ended up refusing to apologize, and was never made to.

Regarding they're claims that I'm argumentative over trying to explain my banking needs, to date they won't
~ substantiate their accusations,
~ withdraw their accusations
~ appologize for their unprovoked behaviour against me.

They sent me a letter with details how I can escalate my complaint with another department of theirs, or go to the ombudsman, but my feeling is, why should I climb the ladder of their complaint handling process all for a simple appology for their unprovoked unprofessionalism.

With these accusations of theirs still hanging on me, I don't want to go into the branch at all. The bank did offer an appology on >>behalf<< of the bankers, but that doesn't heal the banking relationship between me and the tellers themselves, as they refuse to offer an oppology personally.

They humiliated me in the banking chamber with their accusations ( two of them ) they should appologies to me in the banking chamber, or as a minimum, in private / one on one.

Unfortunately I have a loan with them, so it's hard to leave.

~Unbelievably Rude staff,
~No appology from the tellers,
~Inferior complaint handling.
~Inferior customer "service" ( there was no customer service because she basically told me to call customer service myself and then she walked away)
~Not a bank I'd recommend.

Note, StGeorge is actually part of Westpac Bank.

I want to give a zero rating, but the highest is a 1

Transparency
Customer Service
Review TypeBusiness Banking

Closed my local branch with no warning

Went to the Joondalup branch yesterday to get a bank cheque. Imagine my surprise to see the branch has closed. Now have to travel into the city to get the bank cheque. Will be closing my St. George accounts ASAP. Disgusted!!!!

Transparency
Customer Service
Review TypeGeneral Transactions

You closed down my only local bank

Joondalup St George has closed down to my surprise. They were the best service and new me by face every time I needed their service. Another large company extending profits at the expense of good hard working humans. I am disgusted in this type of behaviour and attitude and will be looking to change banks.

Transparency
Customer Service
Review TypeBusiness Banking

Stay away, it is their business to make your life inconvenient.

I signed up for a credit card, submitted my documents and got approved. I started using it, and after some time I lost access to my app. I contacted call centre evening of May 6, they told me there is a block and I should call during business hours. I called May 7 morning, call centre told me I need to go to a branch. I went to Bank of Melbourne in the afternoon, manager told me to show my driver's license and medicare, payslips and transaction history. I happily obliged and went home. Then manager called me to go back in branch, I need to be present while she talks to someone on the phone. I drove back later, manager called someone in call centre and apparently I'm not needed. They said they will restore my card after 3 hours. At 7pm, I called call centre again to get my access codes, and they told me my account is still closed and that I need to call again tomorrow. I asked if they can be the ones to call me back and they said they can't. It is so frustrating. I wish they didn't approve my CC in the first place. I have $45,000 in savings, I just signed up for their card because of promotion, now they bring me so many inconveniences. Be warned, stay away from this bank.

Transparency
Customer Service
Review TypeCredit Card Application

Worst bank ever

I have accounts with westpac commonwealth and st George. Over the 20 years I have been with st George they have shafted me every way they can. They have no regard for customer loyalty and will wrong every dollar from you. They would never give me a loan, a credit card, or even overdraft and I have excellent credit rating. They are the only bank that still takes 3 bloody days for a payment or transfer to be processed, and if it's a week end it becomes 5 days. So if you never want credit in your life and don't mind waiting 5 days for any payment then they are the bank for you. Note.. the bank managers of branches are all female and if they feel like [Word Removed] on you that day they can and will. For example if you are approved for a loan through st George when you go to branch to collect the money the branch manager who knows nothing about your application details or history can refuse to hand over the money because she wants to keep it in her pocket. She can make up any excuse in the rule book which they rarely follow but when it suits them. Save yourself the troubles and bank with an outfit who appreciate their customers and their loyalty and treat them as an individual instead of a walking atm

Transparency
Customer Service
Review TypeCredit Card Application, General Transactions and Loan Application

Uncaring and unforgiving

Have had my vehicle financed through St George for the past 4 years. I became very sick for a few weeks and fell in arrears on my loan. I asked them if I could refinance as I have never done so before and have always paid my repayments on time. They rejected my application stating that I must pay the arrears before I can get refinanced to make it easier. So basically I now have to pay double repayments, making life twice as hard. This is how St George rewards long time loyal customers.

Review TypeLoan Application

Joint Personal loan - Unbelievable & bureaucratic

Hi xxxx,

Our personal loan has just been rejected because of our house loan, which, as we said during our appointment, is going to be cleared on Friday 3 May and for which we had the signed contract of sale at our meeting.

We find it unbelievable and bureaucratic that our monthly expenses which includes a current home loan payment which will be non-existent in less than a month is so inflexible that something like this cannot be taken into account.

We clear more than enough in a month in earnings and would have been going from joint mortgage to a joint personal loan that would be $100,000 less than the mortgage and we are moving into a complex where we will have to pay a site fee, but no longer have any rates, water and a probable maximum electricity bill of $20 a quarter due to solar electricity and where we will be eligible for government rent assistance. The fact that I also receive a carer’s payment as well as a carer’s allowance per fortnight that banks for some stupid reason don’t include as earnings is also ridiculous.

I am now having a breakdown due to banks’ fear of the Royal Commission outcomes and no common sense by not looking at all the facts in regards to people’s individual situations.

Both my sister and I have always paid our bills and our credit scores are listed as “EXCELLENT”. ASIC’s Money Smart website states that:

“Excellent - you are highly unlikely to have any adverse events harming your credit score in the next 12 months”

Well we will have adverse events now, with St George’s rejection of our personal loan and the harm this is going to do to our “EXCELLENT” credit ratings.

As soon as I have done whatever I can to ensure we will still have a roof over our heads, we will be closing all of our accounts with St George and Westpac banks.

Please take this email as a formal complaint to the bank and not personal to you.
—————————-

THE IRONY OF ALL THIS IS THAT WE WERE TRYING TO REDUCE OUR DEBT!

I’ve even put in the required paperwork to St George’s home loan department in regard to the date of settlement and full discharge of home loan.

I only clicked the star rating because there wasn’t an option for 0!

Review TypeLoan Application

What a waste of resources

Banks today in general lack customer focus, and definitely having the worst banking experience with St. George. I only have a credit card account with them as they offered an nice balance transfer with interest free for 18 months or so back in 2015.

I recall we had some issues along the way, with them listing a contact number online, which actually turned out to be Westpac contact number... obviously none of the contact details matched and I wasted an awful amount of time getting even to the right contact.

Today, went to the post office to collect letter incl. a new set of cards my partner requested 2 days ago because the other cards expired in August 2018, and the replacement was never received.

Trying to activate the cards, with the details on the letter, I try to log into the online account and it is inactive? Calling the number we need to verify some security questions and go through a few other details. The consultant then tells me the card number we have just received is hotlisted and can’t be reactivated and having a argument with me that we need to activate the other card we never received, or get sent some new one and so on....

I would strongly recommend you stay clear from that bank if you don’t want to waste tons of time with getting the most simple things organized!

Customer Service
Review TypeCredit Card Application

Exceptionally great customer service

Being a customer of St.George for just three months I again met Sonia (Pagwood Eastgardens) regarding my online banking. Once more she was very helpful in advising me about how to reinvest my finances (combination of online savings and term deposit). Great service. Thank you

Customer Service
Review TypeNew Account

St George bank Rip off!!!!

St George has charged me a $250 fee for a change in my Novation Agreement, the only change is a different leasing company organising the repayments. Unfortunately, I'm stuck in this contract and consequently, allows them to charge whatever they want. Never, bank with these crooks!!!!

Customer Service
Review TypeGeneral Transactions

One word: Pathetic

2019 and they still can't work out tap and pay, no one in the Branch or over the phone customer service had a clue on google pay!! Absolute 3rd world country staff and bank.

Review TypeGeneral Transactions

Credit card application was horrible. Had to terminate it midway because it was so lengthy and was being handballed.

Was going to sign up as a new customer for a credit card. Branch staff and overseas call centre staff were not saying the same thing. Horrible horrible experience of awfulness.

Review TypeCredit Card Application

Unprofessional service - St George Eastwood branch

Went to Eastwood branch on Saturday to inquire about loan discharge form, the Chinese lady in loan department had no idea about the form it took her a while to download a form which I found later was only for St George internal use.
She was more interested in asking me to borrow more money or buy insurance rather than helping me to discharge the loan.
She was sipping milk tea while talking to me.
Very unprofessional.

Customer Service
Review TypeLoan Application

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Questions & Answers

I paid out a home loan around 15 years ago. At the time St George said that it would be safer to keep our deeds with them. I have also had a Portfolio account with them for over a decade (they say 11 years, my recall is more like over 20 years) which I have no intention of ever using. On many occassions I have attempted to close this account saying that I have no need for it. I have constantly been told that I can not close the account as it is linked to the original home loan and that I would have to pay a fee of several hundred dollars to release the mortgage. I have been charged account fees every month and I feel that they had manipulated me into this for their own means. Years later and still forced to pay fees for something that I will never use. Gary Ritchie
No answers

I have a joint account with ex partner but he doesnt use nor acess the account, but his mother has done so to take money out for kids savings. Ex cant remember his details,password etc. How would i be able to tell if his mother has still been acessing logging on to account after was asked not to. I do plan on closing this account and open another.
1 answer
All Transactions should be on the statement no matter who did the transaction to get the correct information contact St george or ask in a branch they wont answer you here

what are your 3 information systems used in your bank
No answers

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