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Worst banking process
Appalling policies and customer service. I changed my mobile number and had to ring to change the number. The main 2 ways to change my number is to either text or call the number on file which of course was disconnected. The only other way was the antiquated way of posting me out a verification number. What an absolute joke - So they save money on being an online bank only but I still can't change my mobile number by logging onto my account and have a backward policy of manual intervention by slow Australia Post. I am closing my account and never dealing with UBank or it's parent ever again.
EFT funds take 3 to 5 business days to clear
I am a relatively new customer of UBank. I recently closed a Nab term deposit and directed the funds to UBank. What a mistake that was! Even though the funds came from Nab by EFT, it takes 3 to 5 business days to clear. I can't even transfer the funds between my USave and USpend accounts. I am astounded by this. Other banks can manage Osko and instant clearance, but UBank, an online bank, can't. I'll be moving my money to a 21st century bank! If it ever clears, that is!
Worst Banking Experience in my life
I have been trying to discharge my Home Loan with UBank as I am not happy with their service/website/phone app. I sent in discharge form with no reply for 9 business days to be told they had received it and would then action it within the next 15 business days. Settlement of the loan can then take up to 30 business days which will total 54 business days from when I emailed UBank with discharge form. Their rates are not cheap and their service is unsatisfactory. And then will not release the loan so you can move on. Steer clear.
Avoid UBank if you are buying a property
When I called the bank to organise the transfer of my savings to another account so I could put a deposit on a house, I was told I could only transfer $20K per day and couldn't increase this. I lost out on buying my dream home because I couldn't get the funds to the vendor in time. Absolutely nonsensical way of banking. I would definitely not recommend UBank to anyone for this reason.
Avoid UBank - terrible
UBank lured me into making a home loan application for refinancing my current home loan with an attractive interest rate.
Little did I know that this was one of the biggest mistakes I made.
Somehow they managed to make two inquiries which now appear on my credit report, and then declined my application. Now, that may mean nothing, but when I asked them why, they couldn't articulate. Only a generic comment that it is a combination of factor: it could be the number of debts I have (I only have a home loan), it could be the number of past bankrupt...
Crappy software maybe.
Yesterday I paid a bill for a bit over $3000 that seemed to go through without a problem. This morning I got a message saying there is a problem and I have to sign in to find out what it is. The transaction was rejected because I've exceeded my daily maximum transfer amount. This is absolute rubbish because my maximum daily limit is $20,000. You then wonder how safe your money really is if they can't get something this simple correct.
From being great to be a joke, would recommend them, but without high expectations.
After few years of very good relationship, with a last small issue and very incompetent customer service as well as run around we have been given without straight answer as well they locked one family member account, we will be moving our savings elsewhere in February.
Shame on UBank and NAB for such rapid deterioration of the service.
Look elsewhere as customer service is a joke these days.
After complaining via secure mail within internet banking manager was able to resolve the issue created by front line customer service staff. In our opinion the issue should never been an issue if the staff was trained better.
Do NOT bank with this bank. RUN!
I come from a family of bankers, and I have worked at 2 of the 4 big banks and let me tell you UBank is one of the worst banks to deal with as a customer & from an employee perspective. It is not a digital bank. It is an outdated archaic system, that needs to be modernised. No bank has given me such a headache as UBANK has done to verify my details. As customers, life happens and we need to update our details . UBANK’s verification process is so backdated. I requested to change my new mobile number. Normally, what would take one of the 4 big ...banks in a minute to change, provided with the proper security questions that I have done whilst working in the bank. UBank will take a month to process your new details. This includes a trip to the post office for their verification process. This does not take a day to verify . However, it takes 10 business days apparently for them to receive it from the post office. In addition, as UBank receives your verification, it will take another 5 days to process plus 2 days for the review team to check the verification. In addition, they will keep your old details until they decide it is safe to proceed with your verification. It is more unsafe to have old details in the system, rather than update it you would assume?. You have to call to beg to withdraw your OWN money. I am absolutely livid. It is the worst customer service, get ready to wait for an hr to speak to someone. The icing on the cake to top it off, the app keeps breaking down. I am waiting till the day my details get verified. I’ll be moving to another bank.
Worst customer service
I have tried calling numerous occasions and have been on hold each time without anyone picking up. I have also sent secure mail through my online account with no response either. This is getting ridiculous. I need to restructure my loan and they are making it so difficult. I am really appalled by their customer service.
Worst bank to ever deal with
This bank is absolutely ridiculous not releasing peoples funds. App not working correctly the customer service is atrocious!!! Got you running around in circles for weeks and weeks trying to get you to access your own money and still unable to access your money! save your self the hassle DO NOT go with this bank!!!!!!
Worst experience I have had with any company.
I decided to refinance my home loan to Ubank and it has been a comedy of errors but without the comedy. Literally, one mistake after another and I am sure the longest refinance settlement in the history of banking. The online app does not even show repayment deposits. I received correspondence with a pin number which I was told was necessary to access phone banking to manage my home loan. I thought I had stepped back in time. The pin and access code didn't work and after many attempts I called the bank (that is hours of waiting I will never get...back). The person I spoke to actually seemed intelligent and I was told they no longer use the phone service and that letter should not have been sent. He had no idea why I got obsolete correspondence. I have also noticed my paperwork says monthly repayments even though I stipulated fortnightly. They need to train staff and, they say, you get your own home loan expert but there is no direct contact number so you speak to someone different each time. Staff are very under trained and the only good thing is their interest rate. Don't bother changing to them unless you thrive on stress.
How can you call yourself a digital bank?
I should be able to change basic details like my mobile number or address without having to go into a post office. I don't understand how you can call yourselves a competitive, digital bank.
It's not unheard of that people move overseas, change their phone numbers and lose their old address. Surely it's less secure that you're using an old number or old address for me?
When I'm finally able to change all my details with you (after MONTHS of trying), I will be closing down my UBank account, and telling everyone I know to never bank with you.
All the issues happen in my bank account
The customer service is ok but I'm tired of calling them.
First: my bank card didn't arrive at my home - could be post office issues, but our relationship began like that way.
Second: without my card I had a issue using the online card via mobile phone during a short trip - thanks that to the fact I didn't close my commonwealth bank account and I was able to use it.
Third: I had an issue using the Ubank app in relation the security code and I wasn't able to transfer money between accounts. I spent hours trying to solve this with customer se...rvice. The attendant was very kind and friendly and surprised regarding this matter. He tried tI solve it, but In the end, I had to wait for his call and he did the process manually. Fourth: 01/01/21 I tried to purchase $436 but had to transfer $ between accounts. For some reason, my money disappeared so, my brother makes the payment. I rang the CS and the attendant was so surprised by this IT issue because it should be automatic. He checked and this amount wasn't available. However, it would be solved by 4 pm.
Do not join this bank
This bank has incredibly inpractical process for identification and make it very difficult to withdraw funds when required. I had a change of phone number and before I am able to access my funds I need to print a form, take it to a post office, send it to them and wait ten days. I have not experienced any other bank to have such painful processes. I will be closing my account with them as soon as I am able to withdraw my funds and will take my business to a bank that is of the times!
The Absolute Worst Website In History! Well Done NAB!
if website times out because you went away from your computer good luck getting back in, you are just sent on a never ending revolving door of : timed out! messages forever unless you clear your history. options such as payees, payments, etc and another dozen features no longer exist unless you are using iOs or laptop. forever down for maintenance. It is the frickin worst ever!
Customer service is apparently not important
Been with Ubank for a number of years, generally ok but not sure how often contacted them over phone. Recently tried to phone in reply to a letter asking me to contact them ASAP. First try waited about 30 minutes all the time listening to a message -hold the line and we will be with you SHORTLY -. Second attempt 15 minutes with the same message. If you say someone will be with you shortly then honour that so people can move on with their day. If you can not honour it then dont say it. Get a system that informs customer of the true situation.
Questions & Answers
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.
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
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