ubank Questions & Answers

Hi Nicole, we’re sorry to hear about your experience and understand how frustrating this must be. We've now shared this feedback with our team, reference H1348680. We'd love to understand more so we can assist you accordingly. Please send us a private message so we can review.

Hi, if you have recently opened an account with us it may take some time for your newly created accounts to be recognised by the other financial institution. In most cases, this process can take up to 24 hours for the account details to fully register on their end.

We apologise for any inconvenience caused and we hope this provides clarity. We kindly ask if you can make the payment attempt again.

Hi Sam, let's help you out with this. Rest assured if you have transferred funds to the previous ubank account details (BSB 082991), these funds should bounce back within a few days. Generally, it'll take 1-2 business days to hit our system, then 1-2 business days to reverse.

You may consider contacting your external bank to advise them of this transfer as well. They can then let you know of their reversal processes and timeframes.

Hi Johannes, we're sorry to hear this. We've now responded to your private message.

They will be running you around in circles like they do with everyone else...when you do get your account unlocked check out ING bank they have good interest rates to and their customer service is very good...shut down your ubank accounts asap they are a hopeless bank and you will keep having these problems the longer you stick around...best of luck

last time it took about one month to have the ac unblocked (last time we were told about 5 business days), this time it has been 3 business days since we did the online ID check, but still locked, the ubank email says it will be unlocked within 1 business day on this time block but unfortunately, as eastcoastnpr said above, good luck.

They keep coming up with new excuse. Tell everyone not to bank with UBANK. My account is locked for more then 2 months.

They say the supervisor will say the same thing to you, or the supervisor has advised me to.. ah hello I don't care what you're telling me, I want to speak to management, so supervisor comes on sorry sir for the inconvenience, will have something sorted by 4pm lol is this bank a joke or what? Well I can say now after some frustrating days supervisor did the job and got my account unlocked through the required department, thank you Kevin. Good luck guys.

Ok so 4pm past and guess what shout out to supervisor Kevin great job actually unlocked my account, apologized and was very nice to talk to, so maybe ask for a supervisor and keep calling guys.

Thanks Kevin.

Thank you everyone for your answers. Just want to give an update on my case as well. It might be useful for someone else in the future. My bank didnt allow any transfer since Thur 23. I received a message asking for ID check the next morning. I completed it and called the bank to inform the urgency. The guy said it would take 2-3 days to hear from them on the next step. I received a message on 27th (Mon) notifying the account is unlocked. I then tried to make a transfer but no luck. I made another two calls with them and finally have the lock lifted and increased the transfer limit to max to transfer all the money out TBH I would stay away from it in the future

Hi Kecs, we're sorry to hear this and apologise for any inconvenience caused. If you have any further questions or queries, please feel free to send us a private message.

Hi Mandy, we apologise for the delayed response and appreciate your patience. Rest assured any transfers made to the old account details will be redirected to the new account. The redirected transfers should appear in the new account within 2-4 business days.

This redirection will be in place for a period of 30 days from your initial upgrade date. Please ensure you update your transfer details during this time. This redirection will end on 31/07/2023

If you have any further questions or queries, please let us know. ^Adi

Hi Ben, we're sorry to hear this. Were you able to complete the transfer? ^Adi

Yes, thank you

We're glad to hear this and thank you for your patience. If you have any further questions or queries, please let us know. ^Adi

Hi Shippy, let us help look into this. Please send us a private message and we'll assist you further. ^Adi

Sorry Shippy, I haven't had this problem. When they changed to the new UBank, they changed your account's BSB and account number

Hi Kelly, happy to help with this. Can you please let us know what type of transfer you're expecting? ^Adi

Why would you allow a Bank transfer to a wrong bank details, how the hell would you allow that to happen.

HI Melvin, could you please provide some more information in regards to your transfer. If the transfer is completed online there is no way for us to check the details before the funds are sent. ^Rachel

first a customer must be able to be able to log in, impossible if you are overseeas!

Hi Andrea, we appreciate the feedback. We're still in the early stages of our systems upgrade and are always looking at enhancing our customer's experience. We've now noted this as feedback for you. If you have any further suggestions or ideas, please let us know. ^Adi

Hi Elliot, thank you for alerting us to this. Please send us a private message and we'll assist you further. ^Adi

Hi Cory, we're sorry to hear this. Let us help look into this for you. Can you please send us a private message and we'll assist you further. ^Adi

Hi DKDC, we appreciate your patience with this. We may need to speak with you directly to take a closer look.

Please send us a private message with your details and we'll assist you further. ^Adi

The same thing is happening to me. I'll be closing my account, this is ridiculous.

Hi Sam, let us help look into this for you. Please send us a private message and we'll investigate further.

Happening to me . Can't make payment to no account!! Need fixed asap

Hi Col, let us help look into this for you. Please send us a private message and we'll investigate further.

This is ridiculous, I recommended UBank to my parents, now they can't transfer fund to any of other bank acocunt with error "Sorry, we can't make payments to this account. Please call us on 13 30 80". I will lodge a complaint directly and AFCA.

Hi Antkey, as previously advised this sounds like an account number change due to the upgrade of our ubank platforms. We will need to speak to either of your parents to assist in resolving this for them. ^Rachel

wouldn't worry about that, they're under NAB's umbrella. Their customer service is struggling. Yes its based in OZ so its local customer service, it just seems they don't have the capacity.

I have just made an online complaint to AFCA, I have read on a few forums where others have done the same. They have to make themselves assessable. They ask if you have made a complaint to the bank LOL

Hi Peter, we can assure you we're still here. I'm afraid we are experiencing higher than normal wait times due to our recent upgrade. I apologise for any inconvenience caused. If you have a general enquiry, please send us a private message and I'll assist you further. ^Adi

Nobody had the foresight to have more people taking calls or even replying to facebook messages? I left a callback at 1000hrs this morning, wait time 1.5hrs and if I selected a call back I wouldn't loose my place in the line. 1550hrs a guy phones me back nearly SIX HOURS later, guess I lost my turn somewhere in the banks confusion. The problem was, he couldn't help me as it's related to the original UBank, tried to transfer me, no luck, they will put me in the line again and I wait and wait. I wont send you a message as it's the old bank and it's not general. I actually feel for those working at UBank, it's the management that seem to be incompetent and out of their depth.

Hi Peter, I understand and thank you for sending this through. Please send us a private message and I'll do my best to assist you further. ^Adi

Hi Evgeny, let's help you out with this. We utilise a number of security steps when resetting your password/ passcode. I can confirm that this also includes a Security Code to the registered number. If this doesn't appear when you reset your password/ passcode, please send us a private message and we'll assist you further. ^Adi

Sent a private message not really expecting that my problem is resolved in 2-3 months time

Hello Helen, we appreciate your patience with this. I can confirm when requesting a call back the number does come through our generic landline number. Because of this it can appear as spam by some call filters.

I'm afraid the call filter is out of our control.

In this case, if you have locked yourself out, you will need to give us a call on 13 30 80. Our Advisors will be able to assist you further. We’re available between 8am and 8pm Monday to Friday, and between 8am and 6pm on Saturday and Sunday (Sydney time). ^Adi

This is the number I had been calling. I persisted, and after an hour on hold, someone answered, and problems rectified. I'm still not sure why it was so hard to get an answer. I pity the customers who had been locked out of their only bank account.

Hi Helen, we hear you and apologise for any inconvenience caused. If you have a general enquiry, you can send these here or via private message in Facebook/ Twitter. ^Adi

Hi Patricia, they have replaced previous accounts with new account numbers and bsbs. They have managed it appallingly without the needed customer service support. Hopefully your enquires will locate where your money is, I strongly recommend you also make a formal complaint to afca.org.au - this is unacceptable.

Hi Patricia, we're sorry to hear of your experience and apologise for any inconvenience caused. I can confirm that we had migrated our Self-Managed Super Fund (SMSF) accounts to NAB. Prior to this, we had organised to have notifications sent to customers advising of this. If you have an existing NAB login, the newly migrated accounts should appear online.

If you've not been able to locate the account, please send us a private message and we'll assist you further. ^Adi

Thanks Adi The only notification we received that UBank were closing our SMSF account was an email on 20th July 2022. We have not received any correspondence to say the transfer was happening in November. And to add insult to the situation, you closed the account on 24th November which means we did not receive the bonus interest on our funds, only the base rate.

I went to the NAB at Cranbourne on Tuesday 29th November and spoke to someone in NAB business, they claim to know nothing about UBank moving SMSF funds to a NAB Cash Mgmt account. The person I spoke to said they would follow up, but to date I have heard nothing. I have given NAB copies of our Trust Deed and our personal id and they will open a Term Deposit with our funds when they are located. So if you can ring me on Monday, I will give your our UBank account number and account details.

Hi Patricia, I've now organised to have an Advisor get in touch to assist you further.

We may suggest removing your personal details for your security and privacy as this is a public forum. ^Adi

Hi UBank. It is now 22nd December and my funds are still in a "holding account". Email from UBank on 19th says "its taken a little longer than we thought to investigate your complaint". I have sent an email to AFCA today.

I agree completely. If this was a Commonwealth or ANZ error it would be all over the radio and tv news. Instead Ubank are just hiding behind hold music, online walls and a guy called Adi who seems to be the only person providing very poor service.

I have reported Ubank to the Australian Financial Complaints Authority.

Hi DKDC, happy to help with this. Just to confirm, scheduled transfers are completed via regular electronic funds transfer and are transferred at approximately 12pm (AEDT). Once the transfer has been completed, the funds should arrive within 1-2 business days. ^Adi

Hi Will, let's help you out with this. Are you having any issues with your current account? ^Adi

I'm a little worried about all the problems others have had with being locked out of their accounts and all the hassles of trying to access their money. So many people having similar problems is quite alarming. Don't feel safe leaving my money with ubank right now.

We can see how a few bad reviews may cause you concern but please keep in mind from the thousands of interactions, these are extreme cases. As an online only bank privacy and security are paramount. We understand it can be an inconvenience however this is one of our security measures in place to keep our customers money safe.

You can find out more about our security measures in the link below. If you have any further questions or queries, please let us know. ^Adi external link 

Hi Will T. and anyone else reading this. I'm taking the time to write this answer so you could save yourself hours and hours of your time, the stress and anxiety that comes with dealing with UBank. I opened my account back when these guys were 86400 bank and were new on the scene. I thought it would be a good thing to move away from the Big 4 and support an up-coming, new age business. In the amount of time that has ensued, I have had my account closed TWICE. Bear in mind I have completed all the required ID checks, taken selfies for photo record and have nothing but my weekly wages coming in, regular expenses such as rent, fuel, gym and groceries coming out. The first time my account was closed was the day after I withdrew $50 from an ATM in a convenience store. Apparently using your card at 2pm on the weekend is considered "suspectful behavior". Back then they only operated their call centers during the weekdays, so I had to wait until Monday to get a hold of someone from UBank. 48hours of waiting, re-confirming my identity and explaining why I withdrew MY OWN money later, I got access back to the account.

Fool me once, shame on you. Since it was too hard to change my direct debits and for the sake of giving them a second chance, I chose to ignore this incident and continued banking with them.

Fast forward to 23/11/2022- I'm at the chemist trying to pay for some meds and my card stops working. Check my emails and there is one from UBank Subject "Your ubank accounts have been closed". "Funds that had been deposited to your account have been returned to their originating source" Imagine my anger and frustration for a second! A cumulative of 3hours and 15minutes later, I got access back into the app. First thing I did? Pull every last cent out of there and close my account for good!

Fool me twice, shame on me! I absolutely regret my decision of choosing to bank with these clowns. They have ZERO empathy for their customers and the impact closing someone's account down would have on them. If this website had the option to give negative stars, their ratings would be FAR FAR lower than the 1.7 stars they have now.

There are plenty of banks offering the same interest rate (or higher). I will watch with great enthusiasm how UBank will fold up and go out of business in the coming months, that how much they're annoyed me!

PLEASE DO YOURSELF A FAVOR, DO NOT BANK WITH UBANK!