Bank of Melbourne Avis 21

Very disappointed at what happened to me on the weekend, you clearly lost my money, and keep saying someone else, when who has the keys to the vault?
i am over the bank of melbourne

Unable to speak to human being. Disconnected when calling their customer help line with a recording saying to download their app to communicate with them. I will absolutely not be downloading their app & will be changing my accounts to a different bank

Customer service takes far to long and can never answer your questions
They take little amounts out of your account every month and say it’s debit interest when there’s no overdraft hoping you won’t notice
Can’t even trust the bank with your money.
If you are with these guys check your statements, I for one will be moving to another bank

Terrible service and customer service. My fixed rate was ending, so on the banking App it offered new fixed rates with minimum information. I signed up for the new fixed rate and waiting for the terms and conditions of the new contract we have with Bank of Melbourne, which we never received. Requested bank to send the terms and conditions but it says it can't and refers me to its' website to look at the home loan terms and conditions, which has many options and I don't know which one applies to me. It almost 45minutes and i am still on hold with it. Extremely poor service.

Excellent and Outstanding Services plus all
Bank of Melbourne Staff are extremely
professional and provide fast service to all
Customers.

Waiting waiting waiting....over 30min in que for service at westerfields doncaster....avoid
I would go else where if they have other branches near by!

I contacted the live chat. My first conversation with a lady didn't go so well. she did not give me a solution with a reasonable outcome. I decided to jump back on and retry my luck. I received a response from Danielle. She was absolutely amazing! I was so beyond grateful for her going above and beyond for me. She explained what was going on and told me the next steps and what she was going to do for me going forward. Genuinely so happy with the conversation I had with Danielle!! She was truely great.

LEAVING. I am so pissed it is unbelievable how negligent and abusive this bank is as to the avoidance and churning they do on customers. They are the worst, customer service never responded (they say 24-48 hours by email or normal snail mail) and branch closed, so I phoned city (went to voice mail - no one replied/returned call) - I had changed pin number, it appeared wrong on save to what I wrote, but I need that to call someone - so I get diverted to "use the app" ok, so I go to setup the app and the pin is wrong I cannot log in. I am locked out of my account and spent hours and hours trying to call, work it all out and the customer service by text messaging options is non existant. I am leaving.

I am frustrated beyond belief.
Despite assurance from automated answering service, that I will be supported by an expert customer service team if I call 132266, I have had no success.
I need to speak to a human being.
The BOM is holding the title to my property, which was paid out in 2017. I have since closed the bank account but have still not had my title returned

I am writing to formally express my dissatisfaction with the handling of my recent inquiry and the subsequent complaint that was lodged under Ref ID CS10788098. I want to make it clear that I did not initiate this complaint—Bank of Melbourne lodged it without my consent. The entire process has been frustrating, time-consuming, and poorly managed, leaving me with unanswered questions and a lack of confidence in your customer service and complaints handling process.

This issue began when I contacted the Investment Only team multiple times regarding my loan inquiry. An appointment was arranged, but I was called at a time that was not mutually agreed upon. I then received an email stating that I had "missed the appointment," which was incorrect. Due to this miscommunication, I raised a formal complaint via phone and the mobile app, as I found this to be unprofessional and unacceptable.

After several attempts to reach the right department, I finally managed to speak with the Investment Only team. I was then advised that my request had to be submitted via email, which led to an email exchange where I was sent a form to complete. Upon reviewing the form, I found that the questions were vague, and when I called for clarification, the staff member I spoke with seemed uncertain about how the form should be filled out. Nonetheless, I completed the form to the best of my ability and submitted it.

As the process progressed, I was told that my home loan had been classified as an investment loan and that I needed to switch it. This did not sound right to me, so I contacted the bank again and was eventually able to confirm that my home loan was, in fact, a Principal & Interest (P&I) home loan. The fact that an employee handling financial matters could make such a significant error is extremely concerning.

Following this, I was informed that I did not qualify to extend my interest-only term. When I asked for an explanation and requested calculations, (this was to verify whether I had filled out the form correctly), my request was dismissed, and I was repeatedly redirected to unrelated discussions. I asked the staff member to stop redirecting me and to provide a clear answer, but another employee simply responded that I had already been advised that I did not meet the criteria—without providing any information on what those criteria actually were. When I followed up for further clarification, I received no response.

To my surprise, I then received an automated email stating that a complaint had been lodged on my behalf, which I had not authorized. The complaint was processed without my input, and I was not contacted for further clarification before an outcome was determined. When I finally received a response, it was unsatisfactory and did not appear to address my concerns in a meaningful way.

The handling of this situation has been highly disappointing. First, the lack of basic knowledge regarding loan types among staff members is unacceptable. Second, the failure to provide clear and transparent service—including calculations that should have been readily available—has resulted in unnecessary confusion and frustration. Finally, the way my complaint was handled, without my consent or proper engagement, reflects poorly on your internal processes.

Given these issues, I request the following:

A clear and detailed explanation of why I do not qualify for an interest-only extension, including the calculations used in the decision.
A review of the misclassification of my loan and an explanation of how such an error occurred.
Clarification on what was documented in the complaint that was lodged without my consent.
Assurance that improvements will be made to your customer service and complaints handling procedures to prevent similar issues in the future.
I expect a formal response addressing these concerns. If this matter is not resolved satisfactorily, I may escalate my complaint to the Australian Financial Complaints Authority (AFCA). I would appreciate a prompt response and look forward to your clarification.

Sincerely

The ID secure team is out of control. Despite banking with these guys for 20 years they just withdrew essential banking services without any direct communication because I’m living overseas. I tried managing through their complaints team in India but they were even more hopeless
The only route left to me is the ombudsman

I have been thoroughly disappointed with Bank of Melbourne's customer service and online platform. Despite their claims of providing excellent support, the reality is far from it. Here's why:

Non-Existent Customer Service
Reaching out for assistance feels utterly futile, like shouting into a void. Whether it’s enduring long hold times on calls that lead nowhere or navigating an unhelpful support process, obtaining any meaningful help is an exhausting and nearly impossible task.

Online Chat Login Issues
The online chat feature is essentially non-functional. Logging in to access chat support should be straightforward, but it consistently fails. The system either refuses to recognize credentials or glitches out entirely. It's baffling that a bank with such resources cannot maintain a basic support feature that works.

The Bottom Line
Bank of Melbourne seriously needs to revamp its customer service and online support infrastructure. Banking is built on trust and reliability, and these constant failures erode both.

If you're considering this bank, think twice (try calling 132266), especially if you value accessible and functional customer service.

Hi,

My friend has been targeted by cyber attack and someone hacked her phone, email and bank accounts. Initially, there was about 10K stolen from 3 different banks. It was Westpac, NAB and Bank of Melbourne. All three banks were contacted by my friend. Westpac and NAB was easy to contact and put the lock on account while there was no one there to help from Bank of Melbourne. He released this in middle of night and has to wait till morning for bank to open and contact them face to face. Meanwhile, they email to bank on the email provided on bnak's website. They are still waiting on the reply from bank on that one even after 20 days.

After spending about 3 hours at Bank of melbourne, staff contacted few different departements of bank's fraud team and locked his account. Now, they didn't have any online access or any other access to bank account until he goes physically and provide ID, then only they can do transaction as per bank. When he went to bank after a week to some transaction and got a statement and found all of the money from his account has gone, was more then $100K. After going to branch and asking why this happened, they are saying it was only online banking lock but still people can do direct debit and other stuff. Basically, initial staff who helped them locking account, didn't do job properly and locked only online transaction. As a bank staff, it should be their responsibility to lock account properly as we don't know what are different ways of transaction. But when you inform bank that there are some fraud activities, it should bank's responsibility to lock account fully and put the account on high alert so it can't happen.

Here, bank didn't do anything and let plenty of giftcards direct debit purchases to happen. As a bank, they should have some cyber attack prevention team, and should have realised straight away and should have declined the transaction.

It looks like Bank of Melbourne has really poor cyber crime prevention team, has no security for their customers and their hard earned money. While trying to resolve, bank is giving excuses and there is no case number and not possible to contact case manager at all. When he tries to call, he is being transferred to few departments and no answer. To reach to right team, he needs to go to bank's branch and call from bank via their staff, then also, they can't contact case manager. Only, receives answer on the notes left by case manager.

I would like to know is there any victims of cyber crime who has faced the same in Bank of Melboune? Also, would like to know how did they go and how they contacted to case manager? Also, interested in going legally against Bank of melourne or put this in Media together. It may help all of us to win the case against Bank of melourne.

Thanks

Abhorrent treatment of long term customers, wish we could give zero star value, no compassion or human logic is applied when you contact your bank and need support. BOM is happy to take your money, but when you try to report fraud and protect your many accounts and $$$, they instead make you jump through hoops and waste hours and hours of our time sitting on hold to try and prove who you are/your partner is - if you "fail" their ridiculous tests and ask to speak to a supervisor they put you on hold (again, 30 minutes), then come back and tell you basically to get stuffed, "there's no supervisors working on Saturdays" (what an absolute load of bullshit), then proceed to say they have cancelled our cards but we can't re-activate them - nobody asked our permission to cancel our cards, they just went ahead and did it without authorisation!!! I now am unable to access MY OWN MONEY?! Happy to make profit off us for 15-20 years, but when we need them and are feeling exposed and vulnerable, we are treated like criminals (when all we were trying to do was stop any further fraudulent debits from our accounts). Absolutely, utterly devastated by the treatment we have received.

The very worst customer service I have ever seen, phoned and waited 30 minutes to be answered and then the person on the phone could not be bothered to help and hung up within seconds, I said I was disappointed that I had to wait so long, NO ABUSE, they are just very poor at the basic's. Go somewhere else which I what I will now do.

Misleading / deceptive conduct and Privacy breaches. I currently have an AFCA complaint against Banking of Melbourne. Do not bank with them. And if you do not get your problem resolved by bank of Melbourne please lodge an AFCA complaint!

The bank discriminated against me because I have a disability. They constantly told me things that were untrue and at one stage had me on hold for 9 hours.

The final result they offered no explanations, refused access to my accounts and had no capacity to meet their promises to finalise the miss understanding after they were at fault.

If you want to be penalised and poorly treated this is the best place to find that lower quality product. I'm finding another bank who has capacity to service customers with disabilitys. I will put in a formal complaint to the financial regulators and also the appropriate disability discrimination bodies.

Melanie Smiley provided excellent service to me as a first time home loan customer. She is informative, patient, knowledgeable and extremely helpful.

I have been using this bank since 2013. Ben has been very helpful to me at the Croydon Branch because he verified my ID with the ID I emailed him also he took the block off my concession account and he organised a Visa Debit Card for me as well also I found this bank reliable because they always pay me interest at the end of each month.

The phone service is terrible. The operator's are fine, once you get onto them. I have spent 3 x 25min sessions holding on the phone to cancel a insurance policy. Never again.