We went with NAB because I was eligible for the DHOAS package. I was then informed that I could not get the same home loan interest rate if we applied for the NAB DHOAS package into our home loan.
I dislike this bank as they have not been flexible with my situation, they have never offered a rate review in the whole time I have been with them which is 6 years. They are not interested in working with me as a customer for my future plans.
Constant errors processing my application. Duplicate requests for information. Failure to send documents in time for settlement which cost me hundreds of dollars in fees etc. I had to collect docs myself by hand. Failure to properly follow up after settlement with information as to where and when I should make payment I had to phone them for details. Interest charged from initial missed settlement date anyway even though it was there fault it was missed and I incurred additional costs. Overall a shambles form start to finish.
The are reliable and reasonable customer service. However you must keep on them to bring your interest rate down when the market moves - otherwise you will languish with a higher rate while new customers are offered lower rates.
Applied for a refinance home loan in a branch, person takes all my details and says he will get it started right away. 2 weeks later I hadn't heard anything, he didn't return my messages. next thing I know I am being looked after by an online loans expert, give all my details again. I don't here anything, didn't receive paperwork. took another 3 calls and numerous emails , then my file was transferred to another expert. it has been a complete nightmare and very unprofessional.
NAB broker pulled us out of a pickle, were straight up and honest with what they could offer and what their structures are. NAB financed a rural area and offered their own mortgage insurance, something the other big ones just couldn't do. Loyal for ever now.
NAB themselves were terrible to deal with for a loan so we went with a broker and it was only attached with NAB due to our business banking convenience.
Everything was explained up front and options provided. Very easy to use and keep track of finances. Great customer service when need to contact. User friendly app and login via computer.
The mortgage was tossed from manager to manager to get approval and delayed finalization of sale and nearly made us pay damages to the seller because they didn't realise it was a residential loan in a rural area then questioned the zoning, and then they were not from Victoria and weren't aware of all conditions in Victoria (such as all of Victoria is now a bushfire zone and most is a flood prone zone) for insurance purposes. Then they kept delaying by denying ID from one person on loan as not being legal as it was administered by Victorian police (keypass) and forced them to get a passport renewed as this person did not drive and until then only used the keypass for ID, in the end they (NAB) caused two months of heartache and running around to repeat what had already been approved by a Victorian manager. They also opened four accounts for the homeloan and did not tell us and to ID ourselves we needed to identify all accounts in our name and we had no idea, we assumed we only had the mortgage account
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