loans.com.au Avis 73

This company has been subject to a major data breach in mid-April 2024 where very sensitive customer information was stolen.

-Name
-Contact Information (residential address, email address and/or phone number)
-Date of Birth
-External bank account information (BSB and account number only)
-Driver’s license number

They waited several weeks before customers were advised on this serious breach and communication has been very poor other than giving general advice on what customers can do to protect themselves. They are also deleting and hiding comments relating to this matter on their Facebook page.

Loans.com.au has not provided any details on the extent of the breach. This is a very serious matter that is not being handled very well at all by the management of this company. I have lost all trust in this company. Needless to say, I am changing loan providers despite their exorbitant exit fees.

Avoid if you can.

I regret to say that even giving one star feels generous based on my experience. The service was extremely disappointing to a great extent
I had to upload documents three times, yet continuously received requests to submit the same documents over and over again.
Considering the commissions they earn and the poor service provided, it feels like a rip-off. I recommend seeking services from a local loan broker instead for a more reliable and satisfactory experience.

I have tried to schedule a call with their customer care since Nov 2022, no one called at the scheduled time and then I get a message to said that they tried calling when I either had missed calls after the scheduled time or there were never any calls. It’s Jan 18 today, they scheduled a12.30pm call, received a message in my apps at around 10.37am to say sorry we have no availability at that time and has been rescheduled to 1pm QLD. It’s 20 mins past that rescheduled time and NO ONE has tried to call. This is SO DISRESPECTFUL of a person’s/ client’s time. I have no words.

I have taken out 8 home loans in my lifetime. Dealing with loans.com.au for my home loan was an incredibly painful experience. From the very beginning, their processes seemed to be stuck in the Stone Age. The amount of paperwork and red tape they put me through was beyond frustrating.

It felt like every step of the application process was met with unnecessary obstacles and delays. I found myself constantly having to follow up and provide the same information repeatedly, which wasted valuable time and energy. Their lack of streamlined procedures only added to the mounting stress of purchasing a home.

Moreover, the communication from their team was severely lacking. I often had to chase them for updates and information, and even then, their responses were vague and unhelpful. It was evident that they didn't prioritise effective communication with their clients.

Have an old home loan with them you pay more than new loan customers and feel disadvantaged they wont do internal refinancing so your trapped, at time of review my account message system doesnt work and my details have disappeared, phone calls average a 30 minute plus wait, your pushed to refinance elsewhere they are not interested in retaining a valued customer base just pumping new loans. They were back in 2016 a better option to major lenders but have steadily gone down hill since then. and with rates increasing there are better options out there today

Don't be fooled by reviews of people who have only just started with them praising their interest rates. It won't last long! A few months after I started with Loans.com.au there was an interest rate rise even though there was no rise in official interest rates. After that there were 6 official decreases in rates. They passed on just 3 in full, 2 partially and one not at all. Now there have been 10 raises, all passed on in full of course. The difference between official rates and their rate is nearly 1% more than it was at the beginning. They try and say cost of money... But when I took my loan 5 years ago money was alot cheaper than it is now yet new customers are being offered rates more than 2% less than mine at present. Moral of the story... Once you're with them they won't look after you.

A very good competitive interest rate, and great salespeople, once you are accepted on a pre-approval, the on-track app is dinosaur age in tracking all your steps, having to constantly enter the same information over and over again. The app doesn't show the same info that your service officer has given you. Once you are a customer and you've settled trying to get hold of anyone is hours of sitting on a phone queue. Won't do it again till they spend some money of staff and IT.

Equity investment loan:
Go elsewhere not worth the awful experience using their OnTrack software and application process. Huge delays, always asking for missing paperwork that’s not missing, or we missed ticking a box which a simple phone call could have solved, instead waiting waiting …

Do not approach them for finance. These days they will run a hard enquiry on your file without taking your consent so once the enquiry they made on your file it will reduce your points so you will go through them for finance because you don’t want any other lenders to run a credit check on your file because it will impact negatively. I will be taking them in the court and AFCA for made enquiry on my file without my consent. So be careful do not let them do a hard enquiry until you know the interest rate they offer.

Please Stayaway from these fake 5 star reviews.

App Id80048816

They just wasted my one week for no reason. after completing online assessment, Got fone call and got pre approval which was useless. and then from that point they start taking me in rounds. every second day a new person contacts and ask the same document which i have provided. At last i decided to withdrawal the application.
Very Unprofessional, and pathetic service. Stay away from these 5 star fake reviews.

My customer service from Loans.com.au differed throughout the length of the loan. Signing up I received nothing short of fantastic customer service for my car loan. It was easy and the people where incredibly friendly. I was however in a accident that I was deemed not at fault for where my car was written off. The customer service at this point was the polar opposite to what I experienced upon joining. The process was not clear, no one seemed to know what needed to be done. I needed to replace the car that was destroyed and I was interested in staying with them. The time frame for this was short and absolutely no one helped. I spoke to numerous people who all said they would get back to me and didn't. I was then hit up for a $600 exit fee, which they then charged me interest on. It was only 1 month down the track when someone finally contacted me and offered to waive the fee and refinance but at this point I had gone elsewhere.

They clearly had no interest in keeping me as a customer and I informed them I wanted to make a formal complaint. They sent me a template email regarding the process, to which no one ever got in touch with me to discuss until they told me that they had come to the decision that the complaint was closed. ZERO reasons as to why. I had informed them that I was incredibly disappointed and would leave multiple bad reviews to warn others and of course that's when they contacted me. I then had to go through a half an hour conversation detailing the different issues; the rep then apologized profusely for the lack of service I had received and said they would look into it further. The customer service rep said they would call me the following week to update me. They didn't. I followed up two weeks later. No response. I sent another email a week later only too get a decline in request, another flimsy apology and the line, “we pride ourselves on our customer service”. The accident was on the 2nd of October with the last correspondence on the 27th of November. I contacted them via phone, email and messenger over 30 times on the matter and they contacted me twice by phone and responded to some of the emails.

If you want to pay a company to do absolutely nothing then this is the company for you! Cheap interest rates apparently means they can rip you off.