1. Treat new and existing customers unfairly. 2. The interest rates that offering to the existing customers with long-term relationship, excellent repayment records, low LVR is 0.50%p.a. higher than other participants in the market. 3. The customer retention hotline provides poor service.
Just fixed for 2 years on a deal of a lifetime. The process to refinance was so easy and quick. All my questions were answered, the staff are friendly at both the call centres and the branch and they really know their stuff.
Had been with the CBA for over 2 decades and was advised by my broker that St George was a good alternative to refinance my home loan after a separation....BIG MISTAKE. Very slow response and only after multiple reminders, loan staff don't know whether they are coming or going, asking for resubmission of the same documents or asking for originals of documents they are not entitled to, after mucking around for over 6 weeks I get my offer. I quickly signed and sent it back, they sit on it for 2 weeks , ask for some more documents that they didn't need, than said they had lost all my signed paperwork, got hit with a rate rise on top of that because I didn't pay extra to lock my rates in ( How was I sup[posed to know they would take 1/4 of a year to process stuff that takes 10 days to 2 weeks with other banks like ING, NAB and CBA. I redo the paperwork, they sit on it for another 3 weeks plus, muck it around ask for more paperwork, then finally agree to set up a date and inform I have been hit with another rate increase. I told them I will bear the first one as they were offering 4k to switch and that money would offset most of the increase, but now they have dropped it to 3k and a second hit purely due their ineptness and poorly trained staff who don't know how to process applications... Their response -"With no rate lock in place this will not be honoured i'm sorry, Thanks" Go with any other bank, even the online one and you will do better, avoid at all costs, if this is their service for a new customer , my sympathies to those trapped in a long term contract with them. P.S - this is probably my 07th or 08th loan / refinance in the past 12 years with different banks, and I am quite familiar with what it normally entails...these guys are a disaster best avoided...
I find the service varies so much between each branch. Rather than go to my closet branch I drove to the next closet branch as the service at my local was so unfriendly and felt like I was treated like a dummy, this was not a one-off, they team could learn from the other staff at the branch. The branch needs a good shake up learn how to smile would be a great start.
Our broker suggested this bank due to its low interest rates. But, it turned out to be a biggest mistake. If a normal bank takes 2 weeks to process the document, this bank takes 2 to 3 months. No response from the branch. My wife waited for nearly 5 hours before getting a response on phone, but nothing productive. Never ever go for this bank for Home Financing.
St. George provide competitively priced products but customer support is terrible. I recently sold my house with settlement occurring on 19 July. St George's representative collected the buyer's bank check at the settlement ceremony and released property to the buyer. It is now three days later and my internet banking account with St George is not reflecting that the mortgage has been discharged or credited my account with the balance from the sale. It took an hour on the phone to find out status of settlement. I was given some long winded answer about the delay being caused by one of the many teams in St George. I don't really care about internal operational delays at St George, there is no justification for the delay and a make good payment of interest payable for the three days should occur. On another occasion I was enquiring about a mortgage to purchase another property. St George does not allocate loan applications to a single relationship manager and as a result each time I called during the application process I had to start again with a new person. Further no ticket or reference number is generated and almost no information is retained in their CRM system. This is basic client relationship stuff! I get the sense that you have reduced your workforce and outsourced customer support to the Phillipines under cover if COVID all while collecting government support payments and cheap government funding which has assisted all banks to achieve record profits. St George's infrastructure appears outdated and your customer service model is not responsive. Like all banks St George is going to loose market share to the more agile non-bank sector. I will never deal directly with St George ever again.
Do not use this bank. They are useless and very unprofessional. Always on hold for hours, and most representatives have very limited English. They just don't seem to care and blame another department for every problem. Closed all accounts and will never bank with St George again.
They made me jumps through the hoops for over 4 months for simple refinance and increased the interest rate few days before my settlement date. Complete disregard for the customer - they should stick to approved rates - they change the rates after approvals. Frustrated and annoyed.
Spoke to a mobile lender who seemed to be assisting me well initially with a home loan refinance at a branch. All I needed to do was get back to him as to if I wanted to refinance on my home loan or investment property. After 5 phone calls over 6 days there was absolutely no response from him. His voicemail states he makes contact be end of business which is completely false. When I was at the branch he was training someone whilst going through my personal details. I didn’t mind at the time, however I now I feel he was only being professional for her benefit and my application was used to assist St George’s training program for new staff only with zero post customer service or follow up and zero benefit to me, the customer. St George have a great home loan but it means absolutely nothing if you can’t even apply for it. Ridiculous.
St George are a terrible, incompetent, disgustingly bad bank to deal with. I have 3 home loans with them and after only 10 months I cannot stand the terrible service and constant issues so I'm changing banks. They are nothing short of a nightmare.
Recently refinanced with St George bank. The staff could not have been more helpful or more friendly if they tried. I received help setting up the account and scheduled payments and insurance policies. They made sure afterwards that I was happy with my service. I also had to wait an extra 10 minutes as they were running late for my appointment and I received a voucher to the local coffee shop to go and get a coffee while I waited.
There are reasons I have become a long term customer with St George. We have had a number of home loans (refinancing, moving homes) and always find them to be easy to deal with, and have the personal touch that many big banks are lacking.
The arrogance and contempt of the team at St George is bewildering and incredibly disappointing - the GM makes creative writing look like a breeze when he describes on his profile page what StGeorge stand for, it really is a great example of ambition exceeding actual ability, an example of tainted and inflated views of frontline experiences! Absolute disgrace. The incompetencies and emotional ineptness of staff resulted in a bungled settlement meaning our 38 week pregnant daughter (who cares for rescue animals) was reduced to camping in a tent and continues to do so. Thanks St George you not only have created enormous stress and emotional damage - but you have also put the health of family including our unborn grand child at risk. Trust team at St George sleep well, because that is certainly something we are unable to achieve. Shame.
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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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