Do not go through this "bank". They are a third party lender who will only offer you higher rates than other Australian lenders and banks, which is what they did to me. Firstly, I came off a fixed loan and they offered me a higher rate, even though RBA have cut the cash rate by 1.5% while my loan was fixed. When I inquired why my interest repayments were going to be increased they played dumb, telling me it was what ING had offered, but I wasn't allowed to talk to ING directly. They said that they were representing me, but hadn't yet talked to ING, they were just going off their database. I asked them to talk to ING, as I could see that ING were offering significantly lower interest rates for home loans on their website... It took them three weeks and many phone calls on my part to get a response. It was a mediocre response at best and a minor reduction of interest rate which is in no way "competitive". I am actively looking to pay break fees and change to another bank or lender. Do not put your hard earned money anywhere near this "lender".
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