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I have had a UBank home loan since 2013, I have had no problems until now.
My loan top up settled at the start July 2021, the funds should have been available in my redraw on 9th of July. It is now 3 weeks since settlement and I still do have the loan top up amount in my redraw or the amount I originally had in my redraw! I have called and emailed several times, I just get told it has been escalated and to wait 5 days. Terrible.
Ubank home loans
the service I recieved recently was terrible. No one to call, emails not replied to, very poor instructions on web site. No one willing or able to help with details.
No phone number??
Someone has set up a UBank account in my name.. wasn’t me.
I need the fraud departments contact details ASAP. Do you really only communicate via email even in an emergency like this?
If no number please advise of a suitable direct email - Thanks
Refinance success and a great rate
It’s not often I’ll take the time to write a review however given the reviews I read through prior to rolling the dice with UBank I simply had to provide a positive review.
So let’s be clear, you can’t walk into a Ubank so you won’t get offered coffee and biscuits.
You will however get a better immediate rate (fixed or variable) and if your fixed loan term ends your comparison rate will be significantly lower with UBank than all of the Big 4 banks (and most other banks). This was a big consideration for me because home loan applications inclu...
Hung up on
A home loan specialist literally just hung up on me while I was talking. Wow haha. Nothing else to say and have to make it to thirty words so awkward …
Terrible bank. During a home loan application I was forgotten about by my home loan specialist, 4 months later I was at the same stage. My home loan specialist would not return my phone calls or emails. I was promised return phone calls from the help desk team which I never received. Finally I did receive some great help from the help desk staff and after lodging a complaint I got a call from my home loan specialist I had to start from the beginning and go over all the details because it had been so long. Don’t waste your time with this bank, t...he rates might look good but it’s not worth your time and frustration. Oh and in that 4 months the rate I applied for had changed and they couldn’t guarantee I could get this rate any longer. It’s a joke, I read bad reviews before I started and now I wish I had listened to them!!!
Unstable web site, Horrible Helpdesk........
This is a Internet only bank, so the only way you can get in touch the bank is through the web site or calling helpdesk.
1) The web site is highly unstable and you can crash the entire web site by just using specific feature.
Frequently their web site is just down/unavailable to regular users ....
2) The help desk is incompetent, giving out wrong advice. One of them is even down right arrogant.
a) On first call, the rep claim "There is nothing I can do for you ,.....".
When I ask for an escalation, this person lost all manners!
b) The floor leader I spoke to was nice enough to have a conversation with me.
I ask him whether my issue is caused by the "Sweep" technology, this person replied saying NO with full ...
Don’t rely on U Bank to return hacked funds
My mother got computer hacked and lost thousands. U Bank has absolved all responsibility even though they did not contact my mother of abnormal transactions which in terms and conditions with NAB say they do. We have got confirmation by computer experts and police that have confirmed there has been no wrong doing on my mum’s behalf.
U Bank says other wise.
Shame on them and NAB who owns U Bank. NAB have failed on their terms and conditions and U Bank from what I see are very sparse on what they profess to up held.
STEAR CLEAR OF U BANK. DON,T ...
Bad customer service
Organised a call to get refinance and the representative named Vy called which I missed. Whilst listening to the voicemail she left she phoned back. Basically had no time to answer. Now it’s been impossible to get in contact with anyone. I’ve rang and asked for a call back and got nothing….they said can you email the generic home loan email and still heard nothing. They’re obviously cheap because the have no interest in providing customer service. As a subsidiary on NAB I would’ve thought they’d be keen to avoid such constant negative feedback. I will keep hassling them daily until I get an answer!
After 3 months: Start Again!
My wife and I applied for a fixed rate mid March 2021. Almost 3 weeks later we had phone call conversations with a representative to help us with our application. After providing the documents requested, we stopped hearing from the representative.
At the beginning of May I called Ubank to ask for the representative and was told that the person was not available anymore and that we would have another person calling us. We then had to go through all the documentation again with this new person. We also kept sending updated living cost breakdow...ns to this new person as we were stating a wrong living cost breakdown, our mobile phone costs were $25 and not $20 apparently! Despite applying for a loan amount far below our financial capabilities and despite other banks approving our applications within weeks, we had after almost 3 months not received a decision regarding our application. Today, 7/06 we were told that since our application had taken so long we now have to start a new application. I told the representative to immediately cancel our application.
Worse customer service ever
I Have been with the Ubank for years but I have recently been dealing with UBank for my home loan
They are completely incompetent, worst customer service I have ever seen and dealt with.
From start to finish they have got everything wrong.
Spent hours on the phone just to get basic things sorted.
They never get back to you unless you are chasing them up...
And to get on to someone to sort out what mistake has happening is hard work
Don’t get a home loan with them unless you want endless stress
They are not a good bank!!!
Good rates but very strict criteria
Have an existing home loan with UB and applying for a second. Criteria are pretty strict in terms of the property you can buy and personal eligibility as well, so it may not suit everyone. UB should make this more obvious, so it is less frustrating for potential customers who get knocked back after going through the trouble of waiting one or two weeks for the "specialist " appointment/phone call.
I suspect the home loan "specialist" has a checklist and algorithm to follow to determine eligibility and cannot stray from it. They are not the real ...
Not only did I have to wait more than a week to speak to someone after a lot of messing around over email to set a date and time for a phone call, I was then told that I hadn't been in my job for long enough to be eligible for a loan. You have clear eligibility criteria on your website but have avoided mentioning this basic criteria. What a total waste of my time.
Finally Ubank has fast payment system
I have been using Ubank for depository and transactional accounts for many years. I am glad finally they have fast payment and deposit capabilities for their savings/transaction account. Although it still doesn't adopt the PayID, but now transfer of money in and out the saving account is almost instant for me. Good work.
Zero stars - Horrendous service and incompetent staff
Home loan specialist was unbelievably incompetent and absent during what is obviously an urgent and stressful process for the customer. Hotline consultants were useless in providing further assistance and addressing formal complaints. Management was equally indifferent and non-responsive in dealing with the issue, so no wonder their staff are the absolute worst. Just proves the business has no accountability and does not value customers at all. Do not use this bank, unless you want to end up punching a wall. Never mind the low interest rate promise, everything else about them is a joke. Beyond pathetic.
Questions & Answers
Hi, I recently lost my card and I have been told they will get back to me and to keep a reference number on me? I have been with another bank and usually they tell me that they will look into it but I haven't received a phone call back
Hi Chanelle, let's help you out with this. If you've contacted us to report a lost card, the Advisor should have organised the replacement for you over the phone. Once this had been completed, they should have given you the reference number for this.
If this hasn't been organised, please send us a direct message and we'll investigate further. ^Adi
How do I contact ubank about my term deposit? If I login and use their messaging system they do not respond and if i try to phone them I give up after 15 minutes.
I have learnt by chance they don't send letters anymore so how do we communicate?
Hi John, you can contact the UBank team via secure mail when you log into your Internet Banking account, via the phone (I understand sometimes wait times are higher than we would like), via LiveChat on the website and social media. I can also try and help you with your Term Deposit enquiry here. Are you wanting to opt back in for paper statements?
Here's a guide on how to do that:
You can change delivery options for your Term Deposit communications.
Log in to ubank.com.au/login on your desktop
Select Account options
Select “Online only” or “Online & Post” statement delivery option on each account
Accept terms and conditions and click save and Ok
If your enquiry is something account specific, unfortunately due to security reasons, I can't assist you here and need to direct you to the above channels. Alternately, send me your contact details and I'll have a member of the team contact you.
I have a term deposit with you and always receive a letter at the end of the term showing details if I rollover. A term finished in January but no letter. I have sent several messages about this on your secure mail but no response. What is going on?
Hi John, can you please private message your full name and contact details and we'll have a member of the team get in touch. We're switching our Term Deposit communications to paperless (via email) but you should have received correspondence outlining how to opt back in for paper statements. A member of the team will be able to assist you with doing this.
How do I private message you? Who are you>
John it is Ubank. Log in and you can message them there.
Get an answer from our members and UBank representatives
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