ANZ Reviews 716

Never been this dissatisfied with the level of service!!!!

I have banked with ANZ since 2009, probably as there was no other choices but if I could give advice or suggestions to anyone ill definitely reconsidering banking with anz.

I work in retail for nearly 2 decades so I’m coming from customer satisfaction/service. Sending emails to rate your experience n stuff will never a sign of improvement.

New Service, message us, absolutely rotten service, no one will get back to you what so ever, if they do grabbing the information. Where is the solution? Quick to take fees for account keeping fee!!!!! Exactly for what? For branch services? Which is out of conversation, or just making public pay for no service.

I will actively advocate for banks such as Australia Bank (Much more ethical) and not part of the Below average Level of service Group.

More to come in detail.

Doing online banking and ANZ tells me I have to up my daily transaction limit and will have to install ANZ Shield to do this. I install ANZ Shield and get sent a verification code. It rejects the code three times. I call the bank, and they can't even look at my account because it has been "Locked" and I need to go in for an interview at a branch the following week. They really do protect your money. I have no doubt a hacker won't be able to access my money when even I can't.

Huge complexities with old Credit Card number still being used by vendors. Visa Account Updater (VAU) allows vendors to get your new credit card number and use it for recurring transactions you may know nothing about. Call 131314 and after only an hour on hold you may have opted out of VAU and finally 'killed' your old credit card number. VAU requires opt out and you automatically have it on your VISA credit account. I have to call a different number about a different matter and expect to be on the phone again for an hour or more.

ANZ is a pathetic joke as a bank. It is TOTALLY USELESS - avoid it all costs! ANZ make it IMPOSSIBLE to communicate with "live" people .. the wait times on the phone are brutal, literally hours and hours listening to crap music waiting for someone - anyone - to help.

Been with ANZ for over 20 years, they used to answer the phone nearly immediately up until some years ago, you can be on hold for over an hour and half if they even answer at all. If they do answer you can be sure to be talking to someone in India or Asia. Their customer service has gone from 100% to 0%
Good luck if its an emergency or you are stuck overseas.

I visited ANZ Sunnybank Shopping Town, Sunnybank Hills on 23rd January, and was pleasantly served by Jack, the concierge. Jack was very approachable and informative and explained the process that I required. He listed patiently and was articulate. I wish you well in your career, Jack!

Terrible service experience. I transferred money to my friend, and both of us are Australian residents. Shortly after, ANZ locked my app and account. When I called their service center (various attempts, wasted so much time & effort), they treated me like a scammer just because I wrote the description in Vietnamese. After verification, my app was unlocked, but my friend’s account (ANZ Plus) was then locked. Her bank claimed it was because ANZ hadn’t responded to their fraud team.

One week later, the money was still in limbo, leaving my friend struggling to pay her commercial lease. Meanwhile, when real scammers steal money, nothing seems to happen. How can a bank spend so much effort treating a loyal customer of over 10 years like a scammer? It’s unacceptable.

My w1thdrawal wont have been made possible if not for the above name mentioned in display picture .

Credit card missing for a month. Poor service at Branch. Zero customer service or resolution offered. No credit card for whole month of December and bank closed from 25th December to 2nd of January. Rude staff in branch.

I have had a transaction dispute lodged with ANZ since mid October, 2024.

Almost 10 weeks later and I have yet to actually have the matter reviewed by ANZ as it has proven impossible to have a conversation with anyone that can assist.

I have attempted to make contact with them via phone home, email, the ANZ app and Facebook messenger with only superficial responses provided.

I have lodged four complaints and have been advised repeatedly that I will be contacted to discuss the matter.

This has never happened.

For a bank that advertises their supposed prowess in identifying security risks and breaches, their efforts to assist customers that proactively identify such matters is appalling.

What have we come to in this country when a bank organisation accepts our money and then chooses to keep us waiting online for over 90 mins before we can complete our transaction. What arrogance - there is so much universal frustration at this - and we are told by an artificial voice that they understand our "time is valuable". I was in a branch last week with my 98yo father and we stood for 23mins waiting for the single 'concierge' to give him attention - what is happening!? He was totally disgusted - and even at his age, would run rings around the ANZ's (and other banks') lack of service. Of course we all know why this is so...but how can a business be so neglectful of its customers and get away with it?! We should decide upon a single day of the year for everyone to temporarily withdraw their own funds - and see what the bank feels about it.

Most Discusting Service Ever Experienced In My Life Can’t Speak English On Hold for 2 hours.
Don’t Bank With This Bank No One Works Here ????
Can not answer Phone Don’t Give Them Your Money.
Shameful

Got a mortgage, seemed great, then one person left the local branch, and it all started going wrong.
Complaints were lodged on my behalf without me asking for it, and then not removed when I told them I did not want such action taken.
Referrals were put on my account, but with a note not to contact me, which they also would not remove.
Throughout this, my partner and I were given access to a new shared account we setup, we transferred our money into it, then ANZ apparently realised they got something wrong and locked it - just before 4pm on a Friday - and would not let us get our money back out until we went into the local branch.
After all this, but not because of it, I unfortunately had to apply for financial hardship, and in doing so the hardship team called me just under a dozen times in two weeks, often asking for information previously provided, before giving me a hardship offer but only 24 hours to make a decision.
I raised a complaint with ANZ, and regardless of my call and email logs, they blatantly lied insisting that they only called twice, and then closed the case and ignored my further communications.
I had to raise it with AFCA, who ultimately found in a preliminary assessment that ANZ did not meet its financial hardship obligations.

am extremely disappointed with the customer service experience at ANZ. I requested to close my ANZ Black credit card two days ago. Yesterday, when I tried to log into internet banking, it kept returning to the login screen without any error message. I was also unable to access the ANZ App.

Today, I discovered that my account was already closed, even though I had not received any notification via email or message to confirm this. To clarify, I called customer service. After being on hold for an hour, I finally spoke to a representative who confirmed my account closure in a 40-second conversation. I requested an email confirmation and was told I needed to be transferred for that to happen.

After waiting for another hour, I spoke to a second representative who conducted another security check. He assured me he would handle my request, but after about 30 seconds on hold, the call was disconnected. I assumed the email confirmation would still be sent, but I am still waiting.

This has been an incredibly frustrating experience, and the lack of communication and efficiency is unacceptable. I wish I could rate this experience 0 stars.

Absolutely the worst bank in Australia. Can’t use the app to put a hold on a stolen credit card or reduce the limit online they make you call their terrible customer service line and listen to the useless options then make you wait an hour to speak to someone that has no idea. The branches are just as pathetic.

This customer support is the worst in Australia. The standards are pretty low, but for 45 minutes waiting for pickup. is exasperating.

The worst service you can get, never solve any customer service queries, you cannot reach them on the app, nor via phone line. We have 3 business accounts with them and will be transferring them to other bank as the service we are receiving is so poor.

. In October they changed their interest rate from, 4.9% to 0.5% if your overall deposit did not increase by $100. This was hidden in new terms and conditions. This removes all of the convenience of the ANZ plus. After 50 years I will be looking elsewhere.

I called ANZ about an account set up for me by a third party. I've been waiting over 45 minutes (to the sound of tinny pop music) - and still waiting. The other reviewers are not exaggerating - this is the longest wait I've had with a bank. You can't complain about ANZ customer service - there isn't any!

Shocking customer service experience
Was on hold waiting to speak to an agent for 1 hour and 20 minutes for them to speak to me for exactly 30 seconds about a personal loan before they transferred me to personal loan team which was CLOSED so was instantly hung up on.