The Rock Building Society

Since updating their internet banking this last time has been crap, can't wait to change banks – Since the past update to the internet banking i can't change any scheduled payments and bpay lists. Poor service can't wait to change banks after my lifetime thus far of banking.

Very Bad treatment of existing customer – I have had a very bad customer experience with this Bank. I have been buying/building property for the last 15 years and never have I been treated so badly by a Bank in the past 15 years as The Rock (My State) has treated me recently. I wont go into details due to privacy concerns but basically they offer a promotion to attract your business then due to a change in Bank Policy cancel the promotion even though I have signed contracts. They do not bother to inform the customers of these changes even though it affects them, they just expect customers to bend over and smile. All attempts to reach a logical, reasonable arrangement with The Rock failed. It appears they believe they can treat customers with the upmost contempt. I will be taking my business elsewhere at the first opportunity and never will I use there services again.

Excellent – We have had 3 mortgages with The Rock Building Society, the first was a refinance, the 2nd was building and the 3rd was a cross-collateralisation with the 2nd. All loans we've had with them have been for investment properties. I couldn't be happier dealing with them. They've passed on the interest rate cuts, and unlike the "Big 4", they haven't started to bump up their rates yet (and hopefully they won't).

They are easy to contact (phone or email) and I would recommend them to anyone - you don't even have to be in Queensland to use them - we live some 3000km away in Victoria and we haven't had a problem with them. Friendly staff, Australian based (no Delhi call centres here), competent and efficient, Our initial contact was through a broker; it was hopeless. But we've had 2 mortgages since then - directly with The Rock's lenders - and it was much better process. Hard to know if it was the broker causing the problems !!

If you break your mortgage within the first few years, you have to pay some fees which are otherwise deferred (and subsequently disappear after a certain time). This hit us when we sold an investment property not long after refinancing from Homeside Lending to The Rock.

Good – Happy so far with products. They offer good fixed products compared with other banks. Many brokers have told me to stay with the Rock. I was planning on changing to Homeside Lending with the NAB however after reading the reviews I will stay where I am Great customer service. Inquiries are dealt with promptly (via email or telephone) Range of products and competitive interest rates. Ongoing fees might be a little high