MyBudget Avis 

I was so nervous about joining my budget. I had an actually heard a lot about it apart from short TV ads where I never thought it would be something I’d need to look into. The TV ads don’t really tell you how personal the experience truly is during the whole process. I have spoken with many different people who have come from many different situations obviously not comparing how my experience escaping the stress of money problems was but each person was able to make me feel less anxious going through the process knowing there is always a way out of it. Hearing everyone’s stories and also hearing stories that they’ve heard created more of a warmth feeling and a personal touch to the experience. I never actually had a professional conversation with anyone. I’ve always been able to have a laugh or a giggle when dealing with the stressful side of money things. Whether it was a good day or a bad day, I was always treated with kindness and nothing but.

There have been so many people along the way that I actually remember their names and if I could give them a hug, I definitely would. We all know in 2026 money is something that we have to cherish more and knowing that each person has valued me as a person and not just a customer number has been the most important thing. Now that my debts have been paid off and I’m able to be debt free with the mortgage. I would definitely stay just to know how loved and valued. I am as a person.

I definitely would recommend my budget to anyone I know who’s trying to get assistance and guidance not just with paying off debt but being more comfortable and confident with themselves

Even right at the end when I spoke about leaving my budget because my debts were paid off I had spoken to a person who I’ve dealt with in the past when my debts weren’t that small but he knew that I could do it all along just to know that there was someone there from the start meant so much. I ended the phone call in tears of happiness.

This is the second time I’ve had a call with Jon. You can tell that he’s very passionate about his work but for me his reassuring manner high-five neuro affirming supportive and non-shaming approach makes for a safe space to discuss a very triggering subject twice now Jon has dug me out of the hole that I feel I have created reminding me of why I first started with mybudget. I wasn’t sure my budget was for me and my neuro diversity but having people like Jon on your team inspires me to keep going.

I am writing to formally express my disappointment with my onboarding experience and the level of support I have received since joining.

Honestly, the experience has been appalling, and I feel as though I have been treated like just another number rather than a client who has made a significant financial commitment and deserves proper guidance, communication and support.

From the outset, I expected a much more supportive onboarding process, particularly given the fees I am paying. Unfortunately, the level of service I have received has fallen well below my expectations. I have felt largely unsupported, left to navigate things myself, and disappointed by the lack of proactive guidance throughout the process.

In particular, the way enquiries have been handled and the ongoing changes to my budget have been frustrating. These are important aspects of the service, and I expected clearer communication, consistency and assistance in understanding what was happening and how to manage these changes. Instead, the experience has left me questioning the value of the service I am paying for.

I understand that processes can change and that there may be challenges along the way. However, that does not excuse a lack of communication or leave clients feeling as though they have to chase information and support themselves. Onboarding should be an opportunity to build confidence in the service, establish a positive working relationship and ensure clients feel supported from the beginning. Unfortunately, my experience has done the opposite.

The fees I am paying simply do not reflect the level of service and support I have received. I had expectations of a professional, personalised and well-managed experience, and I do not feel those expectations have been met.

I would appreciate a formal response addressing the concerns I have raised, including an explanation of the support provided during onboarding, how enquiries and budget changes are intended to be managed, and what steps will be taken to improve my experience moving forward.

I am raising this because I believe clients should receive a level of service that reflects the financial commitment they are making. At this stage, I am genuinely disappointed and would like to understand how this situation will be rectified.

I look forward to your response.

Jon was an absolute pleasure to deal with and made me feel so comfortable,
He was amazing at juggling things around for our needs and definitely would love to deal with him again

Jon was absolutely amazing to speak with and made me feel so comfortable and confident from the very beginning. He genuinely listened to what I wanted, never made me feel uncomfortable about my budget, and made me feel like I was in really good hands. It was honestly the best experience I’ve had, and I’m so grateful for how kind, patient and understanding he was throughout the whole conversation. Really made me feel like “ i’ve got this”.

Understanding, genuinely caring staff
Outstanding customer service

Jon is freaking amazing! He treated my budget like it was on his own! Spent the time making all the tweaks to make my debt disappear! I enjoyed his quirky personality, making me feel very comfortable to talk to him. Highly recommend Jon. He is very passionate about what he does and it really shines through

Yet again, Jon has been amazing - spent the time to understand my budget and frustration. He guided me and found solutions that are affordable and meeting requirements to achieve goals, including grounding me with my desired goals as it there way too much.

Your money Specilaist is an assets to your company and should totally be considered to train the money specialist coming into your business. You would have many more happy customers.

Talking about finances is usually a very uncomfortable subject for those on a tight budget, including myself. Throughout my journey in MyBudget I've been nothing but comfortable chatting to them team which is especially true today when speaking to Jon (Mr Thornberry)!

Not only did he show a deep sense of care and compassion he also spoke with great humour and made the conversation feel very light hearted whilst staying on track. Thank you Jon! You made my afternoon.

So easy to deal with, I have full control with our budget We have three children so budgetting is not easy with unexpected costs come along. I can see our budget and work with the customer service team to make adjustments for emergencies. All our bills are paid on time, no more calls for late payments. The monthly fees are worth it.

All the consultants are fantastic and extremely helpful

The customer service that your staff provide

I can see that there is a benefit that MyBudget offers to customers, but in my experience with them, which lasted three months, there were two issues that made it impossible for me to continue with their "service."
1. At the time of onboarding (the second phone call), I made it clear that I was not satisfied with the fees, and as a result, I did not want to continue with MyBudget. That was accepted and then I was transferred to a staff member in some sort of management. Ultimately, I was offered a 50% discount on the set up fee and the ongoing admin fortnightly. In this persons words, it was an almost a $3000 saving. In the first few weeks, I noticed that the fees were being charged in full with no discount. I questioned this and was told that they would consult the recorded conversation that included this offer. I was told I misunderstood and the discount was much less. I asked repeatedly for a copy of the conversation and was never given a reply. I accept I might have misunderstood, but the fact that I wasn't afforded the opportunity to hear what they heard in the recorded conversation, is dodgy.

2. I had a debt of almost $2000 that I knew the creditor would finalise at about $1000. During my initial conversation to give all my financial details, I was assured that the people who reach out to my creditors have extensive experience and I can trust they know what they are doing. I made it clear that I would repay the lessor amount. Their "debt experts" do not act in your favour to negotiate a debt down - they simply set up a payment amount of the maximum amount. There is no advantage at all in having them do something as easy as this. Ultimately, I had paid $500 to this creditor while with MyBudget - and with them I would still be paying $1500 more. I reached out to the creditor, armed with statements that they would accept $1000, and ended up finalising the debt with another $500 - saving me $1000 that MyBudget did not have the capacity to do.

This feedback is an honest account of my experience. I can see the benefit that some individuals might have by connecting with them. But it is a cookie-cutter approach - one-size fits all.

Overall, once I started doing all this myself and advocating for myself with creditors, my credit rating improved significantly and is now above average from fair in 6 months.

Most of the time, there is still a too long a wait for someone to answer the phone. Almost every time I call, the person I am talking to computer goes down, doesn't work or some other glitch. Some operators still have difficulty understanding the basic instructions provided, while others find them very specific and simple to follow. Often when the balance doesn't match what I indicated in my message, don't let me know. While a few others do, which is appreciated as it is usually a simple mistake by me or on a few occasions the staff member who has missed something or taken the money from somewhere other than the savings. When you do finally get someone, I have found they are usually very polite and helpful. However, the prolonged delay answering the phone or being put on hold or passed onto someone else because their computer has crashed again is very frustrating, as it happens to me of more often than not

This company has done wonders with my budget everyone is super helpful with any questions. They are well organised and professional.

Helped a lot for me

The service and commitment has been amazing. Which has helped me with my finances

The customer service representative that I had made this experience so much more pleasurable! I already had a loan with someone else and was trying to refinance and the previous company was so rude and not helpful at all! They had completely dismissed me without even looking at any options where my customer service representative from My Budget worked with me and asked me what I needed and found a solution that worked for me. Could not recommend my customer service representative highly enough! She was honest and also kept me up-to-date with what was happening

Service at MyBudget is beyond helpful, they are always friendly, kind and no judgement, no matter what their issue maybe.