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From being great to be a joke, would not recommend them.
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.
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.
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.
Appalling excuse for customer service!
Opened the account up last month - joint account with U Bank. We get an email about a month later stating my partner needs to verify her ID so we proceed to follow the process for that. Then comes the secret question which if we had set this up when we opened the account would have been the correct answer. Anyhow it wasn't, so I figured a phone call to their customer service department might have been the best option to rectify this issue (it happens you know - people sometimes forget). So after my partner completely and adequately verified...her details they asked the secret question again. We explained that this was the issue and the reason for our call and we needed to find a way to bypass that with what would usually be a password reset email sent to her email with a secure link to reset it, maybe even with a 6 digit verification code sent to her mobile as this would be a 2 part verification process that way. Anyway, they insisted on labouring the point of the secret question issue and then advised in order to access the account we would need to go to Australia Post and follow a verified ID procedure through the post! Seriously??? The general meaning of customer service is that you're supposed to assist your customers and achieve the result with a first call resolution. This issue won't be resolved in any less than 20 different calls, meanwhile we have money they have gladly accepted into this account we can't touch until their crap procedures are adhered to. It's absolutely no surprise they have less than a 1.5 star rating for customer service and banking in general, I just wished I had of seen these reviews before opening the account. I would hate to be an employee there as all day everyday they have to try and defend the indefensible regarding their ridiculous and excessive policies and procedures. Their level of importance placed on customer satisfaction is a clear zero though. It's one bank I wouldn't be sorry to see collapse.
Completely impractical processes that they are incapable of working around
I had a savings account with uBank for a while without any hassles. Since I had my homeloan with another bank I rarely used the uBank one and forgot that it was still open (all funds had been withdrawn). Years after I last used the account a new uBank card shows up in the mail. I called uBank to cancel the account and was told that as I no longer had the phone registered to my account (from about 10 years earlier) there was no way for them to verify my ID and thus close my account. This was after I verified my name, DoB, address, account number...and secret question. Their proposal was to send a 2FA code in the post to the address i'm moving from in about a week, so obviously no good. But couldn't update my address or registered phone number without the 2FA code. I tried to explain that I had no funds in my account, it had not been used for a decade, and that I had correctly answered all of their ID checks, but still this was inadequate for them to close my account. So now I guess i'll have a zombie uBank account for the rest of my life.
Ridiculous security requirements
To update your details, you need to print a form and send it to them to receive an email back. Or have something sent in the mail. I'm surprised they don't still use carrier pigeons. Archaic and annoying - need to join the modern world Ubank.
Talk about being stuffed around to change my phone number !
Been with this bank for just over a year and had no problems till I needed to change my phone number details, I have tried 3 attempts to get it changed, first time with the stupid post verification where I ran out of time (14 days) took the post 12 days and then tried to call the following 2 days and just couldn't get through then at one stage was waiting over an hour on the phone. 2nd attempt did a verification at the post office.....had the woman verify my documents and sent it off. I didn't see the small print saying to send copies of these ...documents.....this wasted my time immensely have since tried a third time, documents sent as required but have not heard a thing to say things have been changed. And still I can't access my money. Worst online interface ever.....When you cannot do things online yourself like you can with ING then this just reeks of dodgyness. very unreliable and so sick of wasting my time with a bank that doesn't deserve my custom.
Worst internet bank ever
For a so called internet bank they have a long way to go. No pay ID, can’t change pin online. App functionality is poor. Transfers take far too long (Osko anyone?!).
The only thing good about this bank was their savings rate which is now terrible so what’s the point?!
All I’m now trying to do with this account is use it as a spending account and I can’t even do that because trying to get a new pin has been a nightmare. I’ve just been left stranded at a shopping centre with my card declining and no way of solving it besides waiting 3-5 days for a new pin that I had to call up and talk to someone about - what’s the point of an internet bank that requires me to call them?!
Stick with ING - they know how to do it properly.
Trying to refinance with them was a horrible experience
We wanted to re-finance our mortgage with UBank - they do have a very low fixed rate.
But it was such a horrible experience that after doing all the work and being approved, we decided we didn't want to bank with them
I'd rather stay with my own bank, even though it will cost me an extra $500 in interest/year.
There is a reason why their rates are so low .
I am trying to have my account close and my money back since 27/10 and nothing was solved yet.
I already sent 2 e-mails through Secure Mail, and I had 3 calls since last week. Every time, I heard that the next day I would have my account close and the funds returned to my account of origin. However, I'm still waiting.
I am extremely disappointed with Ubank.
I understand that you have your political to verify ID, as I couldn't, why are you taking so long to finish the problem?
I'm already taking my Australian Driver License and Ubank will be the last option to have my savings account.
1st Email: Ref. number: 202010271044153844033644733
2nd Email: Ref. number: 202011022016202280359353373
'Sorry, Internet Banking is temporarily unavailable.' Every morning??
If I could give minus stars I would.
Left uBank for a while due to the website constantly down when I needed it. Have been back now for a week and the same thing has happened. Simple solution - I'm now in the process of transferring all money back to ING.....when the website is back up.
Don't complain, take positive action - just open up another account (ING offers better rates anyway) and talk with your feet.
Seeya, uBank, you're rubbish.
Got this lady on customer service to find my eligibility to find if I can refinance anyway the lady was coughing sneezing putting me on hold I don’t mind if she is not well but it’s sound like to me she is having dope or she is dopey it took long time to work out my eligibility the lady was very impatient Rude can’t even tell the dates right and
Top of that asking me questions without looking at my file her voice was like somebody forcing her to do the job I rather pay more rates to the banks who gave me service and the staff they are educated and they know what they are doing instead giving my time to this bank staff who sounds junky anyway good luck u bank
Go to Xinja or 86400
I have had by far the worst experiences with this bank than any other bank. They have close to NO customer service, their website is CONSTANTLY DOWN or have bugs. Transferring out of this bank is a huge hassle, you have to call them, good luck getting to support within an hour wait time.
I have since switched to Xinja, much easier platform to use, support is always available and offers similar interest rates, and I don't have the hassle to deposit every month to get that interest rate.
so Ubank, give me ONE reason why people still want to stay with you?
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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