449 reviews
- First Home
- Investment Property (6)
- Refinancing
- Home Construction
Reviews
No Customer Service
I have had a home loan with State Custodians (Resimac) for about 8 years and originally their customer service was great.However in recent times THERE IS NO CUSTOMER SERVICE.
If you try to call them, you will endlessly be on their frustrating phone system on hold with annoying music and constant reminders to stay on the line and that they are taking lots of calls, BUT THEY WILL NOT ANSWER THE CALL no matter how long you wait. Even if you send an email, you will receive the generic automated response, but nothing further.
Great whilst they attract your business but not there for you when you need to speak to them.
Stay away from these scammers !!!! Show details
Can not get in contact with State Custodians
I have tried accessing my loan accounts and since the change to a new system, have been unable to access. I need to urgently access the redraw function but locked out. Three emails have gone unanswered. Cant get through via phone. There are no physical offices. Really poor. Show detailsHi David We are sorry for the difficulty you’ve had trying to contact our Customer Care team. We know it has been frustrating. We expect call times to improve as we resolve teething issues with our ne... Read more
w online loan management platform and add more resources to our call centre. We are glad to report that we have a solution that will restore access to your account. We will contact you today with more information.Rate review - we have heard nothing after asking
My husband took out an investment loan (P&I) in November 2019. Within one year the RBA decreased the interest rate. He was told to qualify for a rate reduction he needed to be a customer for over 12 months. Now 2.5 years later he has asked for someone to contact him via email, phone, and all he has heard is nothing. By phone, he was on hold for 40+ minutes 4-6 weeks ago then transferred to the department (rate review) that would manage this and waited 90+ minutes with no one answering. Have heard absolutely nothing - totally dissatisfied and about to pull our loan and go with a more competitive rate. Show detailsRefinance
Applied for refinance in Sept 2019. Got full conditional approval in Dec 2019, except it was for the wrong amount. Poor customer response to queries about the difference, further delays as in asking for re-submission of account history, asked for further information at the 11th hour had to re-set the loan settlement dates due to the extra amount required etc... so by the time settlement happened it was June 2020. If I had realised it would take this long I would've gone elsewhere. Seemed to struggle with property investors. Show detailsHi Jack, Thank you for your review and we are disappointed to read about your experience as this is nowhere near reflective of our usual processes or time frames. We pride ourselves on being able to d... Read more
eliver the very best customer experience and regret that you feel it has not occurred in this instance. While every home loan application is different and there can occasionally be complications, new customers refinancing can expect for the assessment and settlement process to be finalised in as quickly as 4 weeks. We regret that circumstances led to significant and highly unusual delays to your application. Thank you for taking the time to submit this review and we hope to be able to exceed your expectations in the future. Kind regards, The team at State CustodiansStarted off with great offer, but too good to be true at the end
It's difficult to rate, as my case was handled by 4 specialists. Hence rated in the middle with the goods and bads.Would like to highly recommend "Justin & Tony" for going above and beyond at the end to help me as much as possible in obtaining the final approval in such short amount of time with all the missing info & documents. Hoping other people can start off with the caring experts at State Custodians to manage thru the entire process.
Unfortunately in my case, the foundation was so poorly handled and managed by the initial specialist i... Read more
n the beginning of the process, made it extremely difficult for me to proceed with State Custodians at the end, due to time constraint on an off-the-plan property with the developer and the "way-off/not so ideal" final offer compared to the initial offer. Had my initial enquires and submitted my off-the-plan investment loan application with Sam in Sep-19 to start off with. Was offered 10 years interest only on great rates, with no changes to my current loans, except cutting the 1 out of the 2 credit cards. Since then I have been actively contacting Sam on a monthly basis till late Jan-20 (5 weeks prior to settlement), to ensure the offer was still valid and still able to meet settlement date. However later learnt that Sam left the company, and then learnt more surprises ever since within the weeks of settlement. From disappointing valuation report ($30K down for a 1-bedroom); missing documents on applications that were already provided months ago; to missing investment loan expenses on the initial application, which meant my original loan offer/terms was no where near where it should be with these missing pieces. With these surprises, the final offer ended up: an extra $30K cash out of pocket due to the disappointing valuation (no dispute) + reduction on my current home loan to no redraw ($150K available funds/savings gone) + to cancel all of credit cards + 5 years interest only + late settlement fee charged by the developer + many sleepless nights for weeks.Hi Amy, Thank you for your comments and we are pleased to read that you were happy with the service provided by Justin and Tony. We know that they put in everything they had up against a very short pe... Read more
riod of time to finalise the application for you. This is the standard that the entire team strives to consistently deliver. We are very disappointed that in your situation you did not receive this level of service from the start. We understand that applying for a home loan brings the risks of complications as no two applications are the same, but we pride ourselves on being able to work with each applicant to achieve their goal, even if there are challenges. We would really appreciate the opportunity to work with you on any future endeavours that you have. Thank you again for the feedback and we wish you all the best for the future. Kind regards, The team at State CustodiansOMG -
OMG - So stressful to go through the formal approval process with State Custodians. I received pre-approval online as well as from the Lending Specialist a couple of days later after submitting the form. 10 days later I am still waiting for the formal approval document. The lending specialst is helpful but not the credit team. They keep coming back for more information every second day rather asking for it at once .... My settlement is in 10 days. God Help Me. I have submitted everything they have asked for and am still waiting....waiting and waiting....helplessly. Wished they could have told me from the start.Be prepared for the long..........approval process if you decide to go with State Custodians Show details
Hi Bella, Thank you for getting in touch with us. We’re very concerned to hear about your experience with receiving formal approval as this is very different to the normal timeline and process that we... Read more
have in place. Given your settlement date is coming up quickly can you please either send us a private message or email us at feedback@statecustodians.com.au with the email address associated with your application and we will look in to this for you as a matter of priority. We look forward to hearing from you. Kind regards, The team at State CustodiansDetails
Category | Home Loans |
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Business Type | Mortgage Broker |
Contact info for State Custodians
- ABN: 49118337367
Extra Information
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Hi John We are disappointed to learn of your experience and apologise for the frustration.... Read more
We have received a high volume of calls and emails since introducing our new online loan management system. We have put measures in place to improve and aim to provide better service in future. We will be in touch privately to see if you still need help.