Avoid as if your life depended on it
I was a customer for less than 24 hours. They couldn’t work out how to open a joint savings account for my wife and I. The online system set me up as a single account holder even though a link was sent to my wife to complete her side of the application. The guy on the phone spent an hour with me to achieve nothing. I closed my account straight away. Talked over me , made excuses, then he hung up on me. I thought I was being pranked it was so bad. Imagine if they were trying to set up a home loan!
I cannot withdraw my savings because I have changed my email and phone number.I can log into my account,I can talk to customer service and and answer all of my security details but I cannot update my details because I need a stupid f***king security code which of course will be sent to my old mobile number.The customer service person says "okay then we can just mail you a code which will soon expire if you don't get it in time."Three weeks later still no code so I call customer service again.Another two weeks of trying to get someone to actuall...y answer the phone call I finally get through only to be told "I'm sorry you now need to got to Australia Post and show 100 points of identification".Last time I checked I'm pretty sure I didn't open a bank account with Australia post!Will not use this bank ever again !
The worst bank I’ve used so far
UBank is an online bank with no “brick and mortar” banks. Lacking such, it would be fair to presume that they would place heavy focus on user friendly online banking and readily available strong customer support right? Wrong. Unfortunately, uBank can not provide either, leading to a very frustrating banking experience.
In my own experience, on every single occasion I dealt with staff, they stuffed up. Literally every single time. They are nice and well mannered, but ultimately incompetent with a precarious lack of any knowledge base. A simple...task originally dragged on for over a week, with 3 seperate staff each making their own stuff up to the simple query at hand. Even the bankers at the back end of office ballsed up the transaction. But finally! Eventually the transaction is processed on a Friday. Now I just have to wait 1-2 BUSINESS days! No funds for the weekend. Frustration becomes anger when a suggested “chat” function on the site doesn’t appear on IOS, half hour wait times on the phone are answered only to be hung up on and it seems impossible to actually talk with someone. I would avoid this bank. There’s better rates elsewhere and a better user interface and customer service everywhere.
Worst bank on earth!!! No regard for customers health and wellbeing during a crisis!
I lost my job on 16th March as my role in events became redundant. I had to hand in my phone and relocate from NSW to VIC on the 19th March. When i went to transfer my saving from Ubank to my everyday account i realised it was linked to my work number.
After hours and hours on hold over numerous calls i was told i had to go to the post office during a pandemic. And that was the only way, and that they would not adapt the policy to suit the crisis.
I go into the post office and jump through that hoop only to have to call again to find out the...address to send the form to as I need to express post it myself as I have no money to feed my family! So I get the address (why is it not on the effing form?)) and send it, call in again (another 2 hours) with the tracking number (as told) and I get informed that they received over 90 requests today and that I would get an email when it is processed. Not good enough... It's been over 3 weeks since I have been cut off from my own money. I want to be compensated. If I get sick because of my post office visit I could potentially kill my grand mother. Ubank needs to be investigated for these unsafe procedures during this time of hardship. Do not ever join this bank. I will be withdrawing all my funds and closing my account as soon as I finally get access to my own money again. Useless, out dated and lacking any care for customers health and well being.
Terrible customer service and process. The most inconvenient banking ever
In order to update your personal details you must call the bank. I've experienced 3 x 45+ minute calls waiting to speak to someone to change my telephone number. After finally connecting, I was told to wait for a letter in the mail that contains a code to update my details. Amidst the corona-virus pandemic, the letter didn't arrive for a month, and the code within the letter had expired (15 days). Ubank were unable to help me update the details when i called them after waiting for 50+mins again (!!!!) as the code had expired, and the only other...option was to go to an Australia Post (in the middle of Pandemic, risk getting sick and to prove my identity that way) even though it was their fault the letter didn't arrive in time and refused to send another letter (they have a "one off policy"). I have never experienced such shocking, lengthy, archaic processes and cannot wait to shut down the account once i get a chance to head to an Australia Post. Absolutely shocking customer service devoid of any empathy or support, would never recommend banking with them.
Don't be fooled! Just collecting your data.
Terrible excuse for a bank. Attracted to low home loan rate. Fill in all the questionnaires stupidly giving them all my personal info. Am told I will receive a call on Monday...Monday comes I get an email saying the person who was supposed to call me is off sick(!?) and they will call me on Wednesday. Do you only have one loan assessor in the office? Anyway after that I just never heard back. So pretty much was scammed for data. Waste of time.
Good rates but little more effort is required on customers part
Currently going through the process of a loan refinance.
The process is probably taking a little longer than expected.
Communication could be improved, some departments don't answer your email when responding to them however follow up phone call and/or replying to all CC'd departments can get you answers.
Probably one of the best interest rates out there which is why you can expect putting in a little more effort through the process compared to more expensive lenders.
How do I give 0 stars?
The customer service is one of the worst I've experienced.
It's as if Ubank does not want your business, even if they tried, which they don't.
I was initially attracted to the interest rate, but it's totally not worth your while.
Look, they are a digital only bank. Which you would think fast and convenient, but total opposite. Ubank is excessive with documentation, extra steps and turnaround time. They are severely lacking in customer understanding, transparency, accessibility and common sense.
The guy I dealt with was hopeless, he followed...a script and acted like an emotionless robot. He never answered my calls, and took days to respond to my email. We actually had to extend our cooling off period because Ubank took so long, and did not communicate effectively. They actually put us at such a disadvantage in the property buying process, just because they are so slow!!! It took us 1.5 weeks to get pre-approval from Ubank, it took us 30 minutes to get pre-approval at CBA, and for much more. It took Ubank more than a week to progress to unconditional approval, and it took CBA less than 2 days. This turnaround time is crucial, particularly when the property market moves so fast.
Ubank is brilliant! Recommended for sure
I want to refinance my home loan. Ubank offers nice interest rate, that is the main reason I want to give it try. after quick online questionnaires from UBank, I got an appointment time with a home loan specialist by email. It’s efficient, clear and professional! I like the way they dealing the application, that’s very different from the traditional home loan application. It is worth with your time. You got a nice frame where you stand for. I am quit happy!
Had a loan application going for 6 months that is simple and low risk: 40% lvr, with stable job and high pay, yet each minor question/request raised had taken months of follow up to get them to respond, then ignored again. Don't bother.
The worst customer service
I got in touch with Ubank to refinance my home loan. At first the process seemed easy enough but as time went on they never bothered to keep me updated and eventually just didn't hear back from them even though I was emailing and calling. The worst customer service I have ever experienced and would never use this bank.
Poor website ruins experience
I have been with Ubank for many years (almost 10 years) due to it's interest rate on Savings account. In this time I have consistently had issues with the website constantly being unavailable, or undergoing routine maintenance. I have never had this with any other bank, it renders my account unusable for day to day transactions. Many a time I have tried to pay a bill and i have to try again the next day, or the day again after that. I have to use this bank account as a "set and forget"
Absolute rubbish company
Applied for a home loan. Consolidating and saving around $220 per week.
Sounds simple? Should be . No!
From the get go they got my address wrong, the amount of the loan wrong, who i worked for wrong, my wife DOB... I could go on.
Then after many weeks of back and forth and jumping through hoops, we were declined, even though we could easily afford it.
Avoid this bank. They are a part of NAB. We though (being with NAB) that maybe NAB had not rubbed off on them. We were very wrong.
Somehow, they are even worse. I did not think this was possible.
Will never go through them again, or NAB.
poor website and communication
they made the account hard to understand, it takes more than three days for your money to be seen from linked account from other banks . I will stop transfer big amounts over just in case my account has same problem with fellow reviewers here.
Avoid avoid avoid ...!
Have been with u-bank for over an year..pathetic service ..my account got hacked and lost money ..bank has not even bothered to reply even after multiple complaints ..have lodged with ombudsman now ..least secure , pathetic service ..avoid at all cost
Every year it doesn't get any better
I am preparing SMSF tax and I can complete all my information except from UBank - the online bank that isn't really online as I have had to order statements and now wait 2 days before I can complete our tax return.
We use NAB, Nabtrade and Rabo now as their websites are so good and I have printed off all the statements IMMEDIATELY.
- Verified customer
Terrible AVOID Ubank
I have been with ubank since its inception. Customer service is non existent nowadays. Ive just tried to have a mortgage discharged, they recieved the completed signed form then waited 4 days to respond and stated the 15 business days to action the discharge start today! - this puts the loan discharge days after settlement and will incur us great fees and penalties contractually from the purchaser of our property. Please do yourself a favour pay the extra $10 a week and go with a sensible bank. This is such a shame u bank was great once.
Questions & Answers
Dear UBank, you sell yourselves as the only bank you will ever need. Yet basic features that are standard with ur competitors simply aren’t available and there seems to be no indication when they will be available.
Pls provide an update as to when Osko and PayID will be implemented
Do the managers at uBank live on the same planet as us their customers?
It would appear they are not aware of how apathetic their customer service is.
I need to take my money and I sended all the papers that you told me from Australian post office and still I cant have access to my money I want my money back I need for an emergency and I cant take any money , I want to shut down my account with this bank and send my money to my nab account the worse bank , never put your money there.
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