Beware - the worst bank ever. Official complaint lodged. Zero stars.
I've actually lodged a complaint with the Financial Services Ombudsman about Ubank. Outcome pending. Ubank advertised a term deposit for a different rate than what I actually got. I've got it all in writing too. Be very careful because they try to rip you off and they have the worst customer service ever. Back to ING Direct for me.
Awsome Rate.....but Terrible Customer Service.
Worst customer service experienced in the last 5 years......
Good rates, but if you have any problems, you are gone!
You would be lucky if you could get thru the Cutomer Care number which is 133080!
Have our online login locked out, done all id checks, and promised to sort everything very shortly,
but after 1 month, no response....Cannot login to our bank.
Though rate is good, will have to think seriously before take any offers from UBank.
I hope APRA will take some consideration on customer feedbacks!
Dont even bother calling unless you want wait forever
Called and was only given the one option for home loan and waited 34 min on the phone only to be told that they have to put me onto a diff department for refinancing then she hung up transferring me.
Terrible (non-existent) customer service
For a bank that claims to pass savings on to their customers because they are an online bank, they should spend more money on people who actually answer the phone.
I have had a home loan with UBank for 2 years and have tried unsuccessfully many times today to get through to them about an urgent matter. They are offering zero customer service. And to make a complaint you have to phone them!
- 10+ years, and 10 years too long
- Phone call assistance? Forget it, you'll be waiting for 90+minutes
- Exceptionally unreliable - website is soooo buggy that it's an embarrassment. How's this classic that's been around for, say about 6+ years:
1/ login to summary
2/ on Summary goto an account eg Ultra Debit and scroll downward to view [Insights]
3/ click on bottom right-hand-corner link [view details]
4/ click on the [Income & Expenses] tab
5/ click on the bottom right-hand corner link [Re-categorise transactions]
6/ scroll to the transaction list below the graph
7/ choose any transaction and attempt to update the [Category] by selecting a value other than which is present eg: change the value to "clothing"...
- Verified customer
Long wait times for calls. Terrible service.
I’ve been with UBank for almost a year, using a savings account. I found the app easy to use and started collecting money in my savings and all seemed fine until I wanted to take the money out.
I spent 44 minutes on the phone with them (38 of those minutes I was on hold waiting to talk to someone). The app wasn’t giving me the option to transfer the money out. Turns out my husband never put his details in (joint account) and the account isn’t able to be used as normal.
They then told me my details also have not been verified. They said log on ...
Website is atrocious, rates are good
Needed to order an account statement to verify my account balance. Tried doing this using online system, had to make a request which was supposed to take 48 hours but never arrived. Ended up having to call customer service, wait time was over 20 minutes and the issue was not easily resolved. With Ubank you get good rates, but at the expense of customer service and well designed online systems.
Service = Zero
Term deposit rolled over at a rate below published rates. Six phone calls and three emails trying to sort this out all went unanswered. Solution is to push button for lost credit card and speak to a real person. Everyone should do this and then take your business elsewhere.
August 8th 2019 Update: Service = Zero Part 2
So, we spoke to a real person who had the ability to read from a script but couldn't answer questions that varied from the script.
Fundamental waste of time and oh soooo frustrating.
Term Deposit terminated, UBank deleted from Xmas card list!!
Guess you can sense they win, we lose. That's usual with banks.
Good intentions but terrible service
4 months since I brought all my money over. Still haven't got the interest they advertised as they keep withholding it for tax, even though they have my ABN. If it didn't take 30-45 minutes to get through to someone to try fix it, it might not be so bad. Then they cannot fix the issue and ask you to call them back - yeah right!! We're off!
Home Loan Interest Rate Brilliant. Customer Service Terrible.
I have had a principle and interest variable rate home loan with UBank for about 12 months. The interest rate is fantastic, 3.19% at the time of writing this review. However, my customer service experience with UBank has been terrible. I applied for an increase to my home loan to pay for a bathroom renovation. I should have received a call from UBank about my application about 2 business days later, but it has now been over 5. I tried to call UBank about the application about 4 times but no response after about 20 minutes each time. The only ti...me I got through to UBank about the application to confirm the form to submit I waited on hold for 1 hour 20 minutes. I have just tried to contact UBank via secure mail but cannot log into my account. It appears that UBank's online banking site is down.
Ubank has some of the best interest rates and they came through on a dispute I had with a seller that tried to rob me. The debit card also works very well and functions just like any other. Highly recommended if all you need is high interest savings and fundamental needs. If you are someone that loses your card often and can't wait on the phone for 30 minutes than go elsewhere. It is an online bank and staff is kept to a minimum to provide the best rates.
Try for yourself ... and switch back to ING
Firstly, I review on merit and give credit where credit is due. No credit for UBank. Firstly a call to customer service is between 30 mins to an hour. Secondly, they make you go to a post office to submit forms if they need to confirm your identity. Next, the interest isn’t much better than ING and ING don’t do the annoying sweep that UBank does which you can’t opt out of. Before you choose UBank, decide if the 2.41% interest rate is really 2.51 when your money is constantly being moved around between your transaction account (that doesn’t earn interest) and your savings account.
Recommended by Barefoot Investor. Im taking my business elsewhere
Only just joined this bank and forgot my password. No easy way to reset it online. Got locked out of the account after several wrong attempts two months ago. Found my password details but Im still locked out. Had to ring, 36 min on hold so far.
Horrible Customer Experience
We set up a home loan with UBank in 2013. Back then it was good - good products, good services.
However, our recent experience was quite unpleasant.
We needed to make some changes to the loan and the communication nightmare started.
In most cases, I could not contact either the assigned case officer in anyway or talk to anyone via the generic enquiry number. I made a number of phone calls - 8 in total. I managed to get through to talk to someone only once after about 45 mins wait. I had to give up on all other occasions after over 1 hour waiti...
They don't want your business!
Looking to refinance to P&I loan as recommended thru barefoot investor. Applied online phone interview held & when I asked how long is the process the sooner you upload the documents etc,email or ring me w Q's?. That was the last communication a wk ago. We both emailed more than once, ignored, I rang, ignored. Took to fb pm, you will receive a call 2m ,Ha joke. No account had been created for us to login & up load documents, other staff said no-one else can do it! Useless customer service, all just lip service saying what they think you want to hear. Tell you they have spoken to manager! I don't think so. Very very poor, obviously they don't want new business
Don't Get Fool By Good Rates
This company is a disgrace. They are cheap because they provide next to no ongoing service.
If you're enticed by good rates, you run the risk of being buggered when or if you need to contact them. They ALWAYS have high call volumes - which is code of "we don't employ anyone to answer the phones".
Six phone calls, over a week, 22min, 27min, 32min, 25min, 26min and the winner today 62mins. No answer....
Don't be suckered.
Questions & Answers
Is the variable rate for existing customers the same as their published rates for new customers?
for example right now it is 3.09%, is this the rate for a customer who joined 6 months ago on a different rate ?
Can you change your customer service people because they either blame the customer or hang up.
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