we are experienced secured / mortgage borrowers - this would be # 12-14, both bank & non-bank. mortgage house were by far the worst we have ever delt with. overly complicated and old fashion documentation the person we delt with (who had the title of Senior Portfolio Manager (Team Leader) clearly had little idea and mislead us several times headline interest rate was acceptable however very high annual fees mean the actual rate is considerably more unfortunately we got sucked in, but our recommendation is to stay away...there are much cheaper and easier to deal with lenders out there !
WhenI took this Loan out, I was so happy at the service I received but like many organisations that was to lead you in. Since then I have had continuous problems with no help. I on my second Ombudsman Complaint and I have only been with them six months. Guess what I can’t even find a complaints process on their Website. I have been abused by staff and can never get anyone to listen to me the customer. Do not take a Loan out with these people.
Mortgage House we’re brilliant to deal with when applying for our first home. Our broker was easy to communicate with and quick with his responses. Rates were competitive and the proceeds was easier than I had anticipated.
AVOID at all costs. Absolute crooks. Been a member for years. rates creep up, as expected…. Received a letter yesterday, interest will be raised to over 8%. They do this slowly and are super sneaky. Do not trust, they act like they will help you in the beginning. Once they’ve got you, they take full advantage.
Supposedly under a “senior broker,” he was incompetent from start to finish. He wrote on our documents that we were “divorced” and put a loan through twice. Possibly for the kickbacks. Not sure how many divorced ppl apply for a loan together. He made errors when it came to balancing our accounts. If we have no credit cards, how can we be spending more than we earn? He submitted a loan as though my husband and I were separate parties. As a result we were rejected from one of the big 4 banks. We have a mark now on our record because of this clown. He sent us emails about “land tax” that did not even apply to us. I emailed him to query emails he sent through which did not make any sense. Did he even read the application? We told him we had a savings account for the kids schooling. We told him what it was for several times, and it still appeared on the final contract as a question mark. When I asked him to remove it as it had been clarified, he told me I had to “pay their legal fees to have it removed.” One mistake after another. He claimed he put time and effort into our loan. The time he put into the loan was to correct all his own mistakes. (Took 4 months). We have no credit cards, no loan and own everything outright. He took so long that I had to push back the contractor who was waiting for the job. Our loan was approved by nab in 1hr in the end. They treated us with kindness and respect. I think the mortgage broker should be held accountable for leaving us with a bad credit record which stays on our account for 7 years. When I questioned him about all his errors, he said “we were not worth his time” and that he was not “making any money from us.” He cunningly said this on his mobile so it could not traced back to him. He tried to blame my husband and I for not filling out the paperwork. No integrity. Red flag for Mortgage House. If you are going to be in customer service, you need to be able to manage people without being rude. Mortgage house and this senior broker I have reported to AFCA! Don’t be deceived by the line of “we will return your application fee” at anytime. This was also a lie, which the senior broker spouted over and over again, only to find out he had lied about that too. My only regret is not recording the abuse I received from the “Senior Broker” so I could send it to AFCA. I would not even speak to my dog the way he spoke to me. He was angry that I had called him out on the lies and incompetency and did not have the decency to admit it. Their contract is 95 pages, so beware. It’s a red flag.
So glad to read that it's not just me thinking these guys are crooks. No communication, one off fees being charged as recurring fees, from old bank accounts leaving me with crazy dishonour charges for fees I had no notice of incurring. Not only that but the missed payment followed by nasty text messages, that I assume was from mortgage house - there was no identification, demanding I fix the payment - but no way to contact them to do so. I'm ahead on my payments and asked that the amount in my redraw facility be shown on my account - they said NO! I have no idea where the money is and only know how much 'should' be in it from my own accounting - cannot verify. But they did say they had taken a portion of it in case I ever default on a payment!
I read many reviews for Mortgage House on this platform. Looks like many or most of them are badly not satisfied which sounds interesting. The reason I am writing this review to share my experience with Mortgage House. I am MH customer for long time. Plus I have just refinance investment loans with them today. If you need outstanding Services ask for Jimmy Jain and owner of Mortgage House Mr. Ken. Regarding communication, I have not seen better company and system like Mortgage House. Not Jimmy only but very good other staff who are looking after your rate review request. Fee structure can be improved by Mortgage House but over all rates are great, Services are excellent, communication is spot on. I strongly recommend Mortgage House. I have confidence, you will be looked after by them for long run. They are far better than major 4 Banks and many online lenders. Keep in mind such lenders are private lenders and they want to make sure they provide best services to stay in game. Now a days online review make them successful in business and they do not want to mess up with their customer. Those who felt and did not like their services, i encourage to try one more time. I cannot thank Jimmy Jain for outstanding work he had done for getting best rates for my properties and maximum equity cash outs. I wish Mortgage House all the best for future.
Very bad experience. Misleading the customer and asking for the refundable application fee $600. I have paid them as they given me the pre-approval of the 80% required loan and confirm that the $600 is refundable. After submitting the application to get the final loan approval they did not reply until few weeks so I inquired so, they sent me the final loan approval and noticed they reduced the loan amount to 70% into the final conditional loan approval. So I applied and got the 80% loan pre-approval from one of the big bank what they provided to me and finally I have submitted the loan application without any cost and proceed to purchase the property. I went back to the mortgage house and asking for refundable $600 ,what they charged to me to process the loan application as per the 80% loan pre approval. Now I am struggling to get the money back. See the below current reply from The mortgage house given me the AFCA contract details.
Avoid this company. The front of house staff are really nice, but they mislead me. They didn't understand the product they were selling me. That's my experience. I only got a refund on the application fee after I threatened to lodge a complaint with AFCA. I still might lodge the complaint, these guys are dodgy. You read it here, you will also read it in many other reviews. There is a reason for that.
Worst lender in the market. I ended up paying more than 10% of my loan value as fee when i applied for equity on my existing loan. They pushed me into accepting a new loan with exuberant charges. I had no choice as the loan amount left to pay off was only 70,000.00 They victimized me and signaled me out as i went through the hardship scheme after loosing my job last year from COVID. heartless people, rude and look for every opportunity to rip you off with more and more fees. Nothing gets told upfront, it took 9 weeks to get the application approved after they advised me it's a 2 week process when i approached them for equity advise
I have worked in the finance industry for over 30 years and without a doubt Mortgage House is the worst Mortgage Brokering company I have dealt with on many levels: 1. Communication - The broker Ken Sayer is elusive and refuses to accept phone calls, he only makes 15 minute appointments and his team does not return phone calls and ignore requests to do so. 2. Pricing - We have 25% deposit and they are asking for a risk fee with any explanation as to why. Sounds like a simply money grab. 3. Trust & Convenience- The broker did not build any rapport, explain the process, discuss our requirements or exhibit any behaviour that he was working for our benefit. The lack of communication with loan detail is far from convenient because it leaves us wondering what is happening. 4. Customer service is non existent, it is almost as I am an inconvenience to their day. Don't they realise, the customer is the reason they exist.
This firm is great at getting you in the door, but then leave you for dead. They have no interest in working with their customers to negotiate a better rate or if you are going through hardship. Their fees are a rip off and will end up costing you more than the majors. Best to avoid!
Stay away from this company in general. Extremely high class customer service (one dedicated person) to adhere to all your needs until you get your loan or refinance with them but Straight after that it is a steep downward slope Until customer service hits rock bottom. No communication whatsoever and all the funds mishandled without notifying the customer and no one person/ department to deal with. You have to keep running pillar to post to seek solutions and answers to your questions. Stay away from these guys or look elsewhere and it will easily be a better experience I am sure.
My wife and I are retired and we have been with this lender for about 5 years. We have requested on many occasions to lower our interest rate from 4.18% to the normal expectations that other people are receiving to no avail. On top of the repayments we have to pay a facility fee of nearly $500 every year. To say we are being ripped off is an understatement. Would not recommend this establishment to anyone, be very aware of what you can walk into without due care.
I have used MH for the loan of an investment property. While the individual I was working with appeared to try to get things done for me he dishonoured several phone appointments and made mistakes which, as he admitted, were due to working extreme long days. I won't hear back for more than a week after submitting a form, and when I need a loan review and there is a holiday period coming up there is no-one doing anything until after the holidays (which can be for four weeks). I'm not using them again.
WARNING: This comparison rate applies only to the example or examples given. Different amounts and terms will result in different comparison rates. Costs such as redraw fees or early repayment fees, and cost savings such as fee waivers, are not included in the comparison rate but may influence the cost of the loan. The comparison rate displayed is for a secured loan with monthly principal and interest repayments for $150,000 over 25 years.
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