Great customer service!

5 out of 5, reviewed on Nov 12, 2018

Very fast and helpful one on one customer service. Cherie goes above and beyond to help at the drop of a hat and gets things done for the customer exceptionally fast! Thankyou

Was this review helpful? Yes

Comments
Australian Military Bank Official

Morning Daniel, thank you for the great feedback! We'll definitely pass this on. If you require any assistance at any time, visit www.australianmilitarybank.com.au, email service@australianmilitary... read more »

Townsville

  • 1 review
  • 2 helpful votes
Private message

Time to switch banks......

1 out of 5, reviewed on Oct 23, 2018

I have been a member for over 15 years and this year has been horrible to be a customer. Constant issues with the app & online banking. Not up with the times..... Pay ID, Apple Pay. In today's digital age why do you choose not to jump on the digital wagon??? Don't think you will lose customers because you are one of the banks who offer DHOAS products..... think again!!!
In March I sent an online request to close an account I no longer use...… how unusual.... the account is still open.

2 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Hi Jules, we apologise for the inconvenience you have experienced, however, thank you for taking the time to provide your feedback. Please call our Member Contact Centre on 1300 13 23 28 or alterna... read more »

Australian Military Bank Official

In addition, do you mind emailing us some further details in regards to the 'Online Request' submitted, to service@australianmilitarybank.com.au, referencing this Product Review post as well as inc... read more »

Katherine

  • 1 review
  • 1 helpful vote
Private message

Terrible!!! Would never deal with this “bank” again!

1 out of 5, reviewed on Sep 22, 2018

I have been with the bank for over 14 years and I can’t wait to leave! I’ve had to swap my normal banking to another bank however they have me trapped a bit because they have my mortgage however as soon as my house sells I can be free and move on from this terrible bank.
An upgrade was done earlier this year and I have had nothing but problems since. Hours and hours on hold and talking to customer service (if they don’t just hang up the line after I have sat on hold for ages). Numerous times my bank balance was zeroed which is really inconvenient and embarrassing when you’re trying to pay for something or direct debits getting declined (with me having to pay fees even though I should have had money there) and overdrawn amounts when money was there. Random amounts coming and going from account so I don’t know when or if I have money or if I’m being overcharged. Terrible customer service. I can only imagine if you times the amount I have been ripped off across all the other account holders the bank has made itself a healthy profit.
Do yourself a favour....do not deal with this bank!

1 person found this helpful, do you? Yes

Comments
Australian Military Bank Official

Hi, we apologise for any inconvenience this has caused. We thank you for the time you have taken to provide your above feedback. Do you mind emailing us some further details to service@australianmi... read more »

  • 3 reviews
  • 1 comment
  • 3 helpful votes
Private message

Never trust banks!

1 out of 5, reviewed on Sep 16, 2018

Was a member for past 14 years, but since the retrograde 'upgrade' last Feb in promise of 'exciting new changes' there has nothing but nothing but calamity after calamity. Quite frankly a name change from a credit union to a bank proved what their true intentions were 3 years ago, and that was to gain further control over a captive market all for the sake of greed. To tell us as members that it was so younger aspiring customers didn't know what a credit union was and could only easily relate to the term 'bank' was a crock and totally underestimated the intelligence of existing customers. In that case CUA would have changed their name to bank as well. There is no rewards or benefits that other banks or credit unions could do better. Since last Feb they have no doubt lost many staff and have failed to enact basic fixes to their mobile banking platform such as phone tap and pay and Google Pay. Totally unforgivable in this market, and if it was any other bank they would have been 6 ft under by now. They can't even promise when the next major app rollout fixes will occur...probably not til at least Xmas. They say they are still getting back to customer complaints since Feb but no doubt wasting their time as many have jumped ship. Telebanker has also been removed as they claimed their customers weren't using it, which means if the online service is down you are forced to speak to a CSO and have to go through all the verifications. The whole thing feels like being stuck at Recruit School with a pack of good for nothing pleb.

2 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Hi, we apologise for any inconvenience this has caused. We thank you for the time you have taken to provide your above feedback and aim to rectify any issues you are experiencing. Could you please ... read more »

Spare the canned response, as my account is closed. Overall you are nothing more but a pretentious shifty bank with a country credit union style level of service.

  • 2 reviews
  • 1 comment
  • 4 helpful votes
Private message

Bad year for me made worse by Australian Military Bank

2 out of 5, reviewed on Sep 08, 2018

Banking with Australian Military Bank, I was persuaded to invest a large sum in a term deposit. As a retiree who is unable to get a pension, I hoped to receive enough interest for living expenses. When I decided to buy a house eight months into the term of one year, I withdrew the money four months early. The bank took, from a different account, the entire interest that I'd received, which has meant this year's income has been less then an unemployment benefit. Even two other banks say, based on the interest rate, that I would have received almost half back, in the same situation. I took it to FOS but they agreed AMB had terms & conditions and that is all that matters. I hadn't read them as there were 30 pages. Apparently if you break term deposit it reverts to a no interest account or virtually no interest, but that was called an "S1" which I also hadn't known.

1 person found this helpful, do you? Yes

Comments
Australian Military Bank Official

Hi there, thank you for taking the time to provide your feedback. Considering your situation, would you mind emailing us at service@australianmilitarybank.com.au and reference this post on 'Product... read more »

.

  • 1 review
  • 1 comment
  • 2 helpful votes
Private message

Six months of issues after the software/systems update...

1 out of 5, reviewed on Aug 17, 2018

Over 24 years of prior banking with ADCU/AMB were easy and stress free, no matter where we were located in Australia or overseas - but since the February software/systems update we've had multiple issues, including incorrect home loan interest debits, and lack of access to essential account features by the joint account holder (which were previously available prior to the upgrade).

The branch staff are polite and responsive, but their hands are tied.

As others have mentioned, whoever approved (or actually tested?) this new software needs to admit it doesn't function well and get these long standing issues resolved.

We have swapped all banking to another financial institution, and closed our DHOAS loan, due to all the hassles we've had dealing with the AMB interface since February.

2 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Hi Sarah, Thank you for providing your above feedback. We are sorry to hear you leave. If you'd like to provide further feedback or have any other enquiries, please email us at service@australianm... read more »

^AA - I've spent numerous hours (both on the phone and sending emails) providing feedback to AMB since the February upgrade - so while I appreciate the offer, I'm not convinced that further feedback is going to resolve anything.

  • 1 review
  • 3 helpful votes
Private message

Change of name = change of bank

1 out of 5, reviewed on Aug 16, 2018

I was with ADCU for a number of years and the service was outstanding. Easy access to online banking, apps and prompt and positive customer services. Since the change of name and ‘upgrade’ of electronic system, I can no longer access my finances easily, often being frozen out of the website and app and not being able to access my own money. Staffing has been drastically reduced resulting in long waits and frequent unanswered phone calls. Customer service representatives are now just branch personnel, often from interstate, who cannot see your account details on their screens and thus cannot solve any issues. After emailing the customer service address multiple times with questions and then complaints and feedback, no response was given. This, I will no longer be supporting this bank and have moved my finances elsewhere with someone I can trust. Very disappointing.

3 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Hi Rebecca, thank you for taking the time to provide the above as we are sorry to hear the inconvenience this has caused you to leave. We are constantly on the move to improve our member's banking ... read more »

Sydney

  • 1 review
  • 2 helpful votes
Private message

Lost our money

1 out of 5, reviewed on Aug 09, 2018

Several months ago after a reoccurring transfer of $1600 the money was not received by our landlord. The bank stated it would take 55 days to investigate. It has now been 55 days and they are now saying because of a glitch in the system the 55 days started 2 weeks after we thought. They just sent an email saying they are taking another 24 days extension to investigate. How come they get 80 days to pay us back money they lost, would be able to do that with loan repayments, I doubt it.

2 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Afternoon Toni, apologies for the inconvenience. Do you mind emailing us at service@australianmilitarybank.com.au, referencing this Product Review post as well as including some contact details, so we can follow this up. Regards ^BD

  • 3 reviews
  • 2 comments
  • 5 helpful votes
Private message

Run Run As Fast As You Can!

1 out of 5, reviewed on Aug 08, 2018

After the "upgrade" that happened in February there has been constant ongoing issues, I have called the 1300 number multiple times with promises to be call back or send me an email I havent had a response back yet - its been over a month waiting! All i wanted was to see my advance position as it has been removed from internet banking. I have now sent an email from internet banking at the start of this month wondering how long it will take to hear anything back. I cant wait till my home loan comes off fixed and i will be refinancing. I do feel for the front line staff who have no say in these changes and are not trained sufficiently. How this bank has managed to not crumble yet is beyond me.

4 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Afternoon Kayla, we appreciate the feedback you've provided and would like to discuss this with you to improve your banking experience with us. Do you mind emailing us at service@australianmilitary... read more »

BD - I've spent numerous hours on the phone and sending emails and secure emails providing feedback to AMB since the upgrade/downgrade I'm not convinced that further feedback is going to resolve anything either and that there is still mo resiolution.

seagoing222@hotmail.com

  • 1 review
  • 3 helpful votes
Private message

Avoid, poor customer service and more.

1 out of 5, reviewed on Aug 04, 2018

Was with them for 20 years. Since the change from Credit union to Bank, woeful. Call through with general enquiries about anomalies with account, general response is we'll get back to you. Never have on 3 instances. They also filter their Facebook page against negative comments, that's a red flag. Loved them when they were a C.U. Seems like greed's taken over since they assume they have a captive market with the military. Be wary and be warned, they are no more beneficial than that they may have a branch on a base, apart from that, your fodder. Resorted to inquiring by email, no answer, and when I finally got through on a call center, Indian, I was chastised for sending an angry email, which it wasn't, I was polite but to the point. Online and mobile banking is like it was programmed by [Cencored]. I have a loan, but all general banking has now been switched, albeit to a Big $, but it's so much better. They've definitely lost there way and I've given them months to sort out the glitches and resume what was great, but it isn't happening. Avoid.

Recent example, open app before purchase, see available funds, OK, make purchase, insufficient funds. Get fee for making purchase without sufficient funds. Not cool.

3 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Morning Joseph, we appreciate the feedback you've provided and would like to discuss this with you to improve your banking experience with us. Do you mind emailing us at service@australianmilitaryb... read more »

  • 1 review
  • 3 helpful votes
Private message

Online banking

1 out of 5, reviewed on Aug 02, 2018

I have been a member for 18 years. I have not had a problem with AMB online banking before until the upgrade this year. The login webpage may or may not work. When I do login you cannot transfer money without a past code sent to your text. It took 20 minutes to send to my text. You cannot see you transactions properly on the phone. These problems have been ongoing but the bank has not fixed the problems. It is a online banking web issue that is overdue for being fixed. AMB can say contact me for further info but my post confirms all the customer complaints.

3 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Afternoon John, we appreciate the feedback you've provided and would like to discuss this with you to improve your banking experience with us. Do you mind emailing us at service@australianmilitaryb... read more »

  • 3 reviews
  • 3 helpful votes
Private message

Poor customer service, non working phone lines and terrible app

1 out of 5, reviewed on Jul 14, 2018

I have been with this bank for 4 years but having lot of issues since last year. They changed their IT systems which were ok till last year and kind of downgraded everything. Phone service is pathetic and no one answers. I wonder if this bank is still operational!!! Will be closing out soon.

2 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Hi Jay, apologies for your experience. We'd hate to see you leave. We appreciate the feedback you've provided and would like to discuss this with you to improve your banking experience with us. Do ... read more »

  • 1 review
  • 2 helpful votes
Private message

Don't even bother

1 out of 5, reviewed on Jul 13, 2018

I have been an about holder there since I was a kid. lately their service has been so slow it is unbelievable. Put loan paperwork in 2 weeks ago and still hasn't had a definitive answer. They just keep asking for a different document or piece of information every 2-3 days. The item I was going to buy ended up being sold as they took so long it negated the purpose of even getting the loan. Closed my account today will never go back

2 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Hi Chris, apologies for your experience. We'd hate to see you leave us - especially after your long-standing commitment to the Bank. Would you be able to email us some further details about your ex... read more »

Sydney

  • 1 review
  • 4 helpful votes
Private message

Terrible service

1 out of 5, reviewed on Jun 24, 2018

I have been with ADCU for well over 18 years and only now having nothing but issue after issue.
Since the upgrade i have had both my credit card and debit card frozen.
My direct debit for my home loan bounce back from my from other bank and this has costed me $880
in Lawyers costs.
Now the system is taking double payments for my home loan.
I now will certainly not recommend Australian Military Bank to any one.

I have complained but to no avail and keep getting told its my Other banks issue. This has been proven
not to be the case what so ever!

I am disappointed with the issues that have happened. I can`t see my self seeing my lawyers cost
being refund by Australian Military Bank.
Currently looking at my options. IF I could give a minus 5 Stars I would!

4 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Hi, apologies for your experience. Do you mind emailing us at service@australianmilitarybank.com.au with some further detail, referencing this Product Review post, so we can follow this up with you... read more »

Geraldton

  • 1 review
  • 2 comments
  • 4 helpful votes
Private message

Very unhappy with the online banking

1 out of 5, reviewed on Jun 12, 2018

Like KJH, I also had money going places for no reason. One off future payments being taken out multiple times. Monthly payments that arbitrarily went out daily. Right now I only have three future payments that work and have not been game to set up any others. I had also set up transfers from my Access account to my other accounts that occurred multiple times on the same day. I had an account just for paying bills using future payments but at one point, the arbitrary multiple payments cleaned out that account. Each payday, I now log on to do the transfers - which can be painful and or impossible when you're out of mobile range or overseas. I just don't trust it any more. A few weeks ago, I did send an email regarding these types of issues, but got no reply.

I think what most people here are saying is that if you can't trust the online application, then trust in the bank is also gone. It's very disappointing when you've been with a bank for so long and things were really good when they were a credit union. Now that it's a "proper" bank, it feels like we're not important.

One thing I can say is, that when I've actually gotten through on the phone, the people have been as helpful as they could be under the circumstances. The problem is the online tool is what people see most of the time and it's definitely put a sour taste in the mouth.

4 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Hi, apologies for your experience. Do you mind emailing us at service@australianmilitarybank.com.au with some further detail, referencing this Product Review post, so we can follow this up with you... read more »

I did email with the issues. Nothing happened and I got no reply so why bother repeating the exercise. Also, my partner's bank statements - he's supposed to get monthly ones - haven't appeared on h... read more »

And, I'm assuming that your Facebook page was getting inundated with bad comments considering that no one can post anything on it anymore. That says quite a lot really. All the replies AMB gives to... read more »

See all 4 comments
  • 3 reviews
  • 8 comments
  • 3 helpful votes
Private message

Absolutely Useless - actually 0 stars - but 1 is minimum allowed.

1 out of 5, reviewed on May 15, 2018

I have been banking with this organisation since 1988. They used to be the best bank there was. Best site, best laid out page, brilliant internet banking. You could call a branch and get straight through to someone IMMEDIATELY and helpful staff sorted any problems (if any - normally none) straight away.

So then they had their "upgrade" (loosely used term). Now - they are the WORST bank there is. Totally useless.

Now - I have seen some doozy "upgrades" that spent millions to cause problems and not do a tenth of what the old system did - but was told that "useless" was the "price of progress" (after all - I worked for the govt for 40 years!!) but....I can't go into all the problems. The list is too long, it would be 5 pages, and no one would read all that.

Suffice to say that I was sending a FB message EVERY DAY for the first two weeks, each one with between 3 to 5 problems with the site not doing any of the things that you expect/need a bank to do. Why FB? Because they wouldn't answer phones; nor would they answer E mails - despite replies to FB message saying "sorry/trying/can't fix/looking into/blah blah - why don't you e mail/call!!!!"

But apart from that - even IF they fix all the glitches - the new site is useless even when it works. The old site was perfectly laid out, everything you needed on the opening page, everything logically laid out.

New one? EVERYTHING in the wrong place, takes forever to open, illogical layout, everything takes three times as long, three times the pages to get to. It is almost as if they looked at the perfect old site, and made EVERYTHING the opposite.

Their excuse is "We had to change to a bank." That is just a ridiculous excuse. All they had to do was say "Ok; we have to adjust our ledgers/accounting/audit trails to suit bank rules; but do that in the background; LEAVE the "shopfront" (site page/layout) as was.

That would have been seamless = perfect.

Oh no - I can imagine the CEO and execs at a fancy rollout promising the world with an all new whiz bang system.

Pity it just doesn't work!!!!

Three months into the upgrade; drop down boxes that won't work, money "coming and going" for no reason, descriptors that are wrong/make no sense (a "recredit" that TAKES money?) - and here is the latest doozy - a monthly payment, that no matter HOW many times I delete and reload - INSISTS on paying it and then schedules it for six days time. HOW can it clearly say "monthly" and have it to be paid again in 6 days?

And all those things above are AFTER they have fixed the hundreds of other things.

I am locked into a DHOAS (defence non portable benefit) loan; otherwise I would be gone. I HAVE to stay. But I will be leaving minimum funds with them and move ALL my bill paying to a site that actually pays bills (novel concept.)

The CEO needs to bite the bullet, admit total failure, and CANCEL the "new system." Go back to the old one. Or resign and get someone who will.

He never will. He will continue to issue statements urging "patience" and "new system/teething/exciting new frontiers" etc - like they all do. And get his bonus in 2 years - like they all do.

Meanwhile, customers are leaving in droves. This will be the biggest exodus in Australian banking history.

Because they won't admit they have been sold a lemon; and go back to what customers want.

Prepare to see them either go out of business or get "bought out" by one of the big banks.

When everyone leaves - it is inevitable. Just don't be surprised when it was so obvious to customers.

Sad when a company goes from Easily the best" to By far the worst" - and all in 3 months.

3 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Hi, apologies for your experience. Do you mind emailing us at service@australianmilitarybank.com.au with some further detail, referencing this Product Review post, so we can follow this up with you. Regards ^BD

I have already sent you pages of e mails regarding the above over the last few months, so you are aware of the problems with this site. While there are only "a few here and there" now (rather than ... read more »

Bray Park QLD 4500

  • 1 review
  • 3 helpful votes
Private message

Bring Back The ADCU

1 out of 5, reviewed on May 12, 2018

I have been banking with ADCU for close to 25 years with great service no problems and a great service center. Since this new bank opened i have had constant problems,bring back the ADCU. Why did someone write a program that still does not work correctly,Surely a working existing program could have been used. Also we have been sold out to overseas a call center which i am sure no member wants.I would wait up to 20 to 30 minutes to speak to someone, I lost it today when i was locked out from internet banking for [my fault] wrong pin number now i must wait all the rest of the weekend, Saturday till next working day Monday to use the system, cant contact anyone to fix this. Wont be staying much longer with the Australian Military Bank, they must have a call center that works weekends to fix problems . I can not say the change from the ADCU has been of any advantage.

3 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Hi, apologies for your experience. We can confirm that Australian Military Bank proudly hosts all of Service Centres onshore. Do you mind giving us a call on 1300 13 23 28 so we can investigate som... read more »

  • 1 review
  • 2 helpful votes
Private message

Completely lost my trust Avoid at all costs.

1 out of 5, reviewed on May 12, 2018

I've been a member with ADCU/AMB for over 20 years but I cannot trust them with my money anymore. We are going to be closing the account. We have only just taken out a home loan but are looking for alternatives once our first 2 year contract is done. Both my wife and I have had to wait past for our pay to arrive due to bank mistakes. Pre-made payments are not made on time or cancelled without warning. Emails are not returned even when I've threatened to leave.

The fact access to our accounts was stopped for the weekend after one SMS while I was at sea is appalling. Their communication with their customers could be considered abysmal if there was actual communication.

Now we are being charged for ATM fees at Reditel machines! I live in a defence town, there are a few reditel machines in the area. The only AMB machine within 2700km is on HMAS Stirling, which at best is a 30-40min return. So if I want to get some money out on the weekend, unless I preplan or make the drive, I am forced to pay a fee to access my money when there used to be a selection of free ATMs. This change, again, was without warning.

You have done your dash AMB, the day's where it was convenient to have a bank onboard are over. You show no respect to your customers with your actions and the time taken to resolve these issues is far too long.

2 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Hi Richard, we'd hate to see you leave. Regarding ATMs, you currently have more options to withdraw money fee-free. This includes more than just Australian Military Bank ATMs. To view the full list... read more »

  • 1 review
  • 3 helpful votes
Private message

I changed banks

1 out of 5, reviewed on May 09, 2018

The system overhaul this year really gave me the final push to change banks. We were not formally told about the overhaul, only found out on a message on phone banking. Also we lost access to our money for a weekend and then it took them a further 3 weeks to get on track. The phone service during this time was completely off. We had to call the poor people working on base because the head office didn't pick up. Shame shame shame.

3 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Hi Lilly, we sincerely apologise for the inconvenience this has caused you and are sorry to see you leave. If there is anything else we can do for you or if you seek further information, please do ... read more »

Dubbo

  • 2 reviews
  • 2 helpful votes
Private message

REDI ATM FEE

1 out of 5, reviewed on May 04, 2018

Went to the Reditel machine
Today in Dubbo only to be hit with a $2.00 fee for using it. usually fee free
I Did Vote Against the change from Credit Union To Bank So it is good to see my fears have been realised
AMB IS TRULY A BANK NOW WITH BIG BANK MORALS AND BIG BANK CONCERNS
Makes me wounder what other
surprises they have planned for us.

With everything they have put us all threw these last few months how
dare they say they have made all of these changes for US
AMB needs to think about the people it was origionally designed for
SHAME SHAME AMB

2 people found this helpful, do you? Yes

Comments
Australian Military Bank Official

Hi Julieann, we had announced our great news last week with new fee-free Australian Military Bank owned ATMs for our members. Please note, for non-Australian Military Bank ATMs, you may be charged ... read more »

1 of 5 pages


Questions & Answers

How long is transfer times from adcu to another bank. Does wekends include as a day?

Clare G asked on Aug 27, 2018

Answer this

Hi Clare, thank you for your question. If you are experiencing any issues with your banking needs or have any enquiries, please call our Member Contact Centre on 1300 13 23 28 and one of our team members will be able to assist you. Regards ^AA

Where is my superanuation from comsuper. I am overseas with no money. Cannot get to talk with anyone in the call centre. Called my Amberley branch in desperation .. they tell me that my account number has changed ... Also where is my DVA and old age pension??. My branch looking into it. Next ill be charged by the bank for discredit fees on my periodical payments that have been missed today ... Cyril Peter Hind

BluHind asked on Mar 01, 2018

Answer this

Hi Mr. Hind., do you mind confirming via service@australianmilitarybank.com.au if you've received your DVA and/or Comsuper payments. To investigate further, you can always call us on 1300 13 23 28. Regards ^BD

Why are you closing branches at bases? I work at Laverton, i wanted to cash a cheque and had to send it through the mail and then have to wait further for it to clear. Cant get cash out, have to go into the suburbs to find a atm. Also my daughter lost her debit card and had no way of getting cash out because the branch is closed, not good customer service. Maybe you arrange something with Def bank so we can withdraw money through them. I might as well change to them and take my three housing loans with them. I think the credit unions have lost sight of their origins and are trying to make money just like all the other banks, there are way to many charges

Magpies2012 asked on Sep 14, 2016

Answer this

Hey Magpies2012, we'd hate to see you leave. The Australian Military Bank Branch at Laverton has been closed for over 12 months. Apologies for the inconvenience caused. We'd like to discuss your banking situation with you; could you please contact a team member on 1300 13 23 28? Regards ^BD