AI reviews summary
Sentiment is overwhelmingly negative, driven by severe frustration with offshore call centres, excessive phone wait times exceeding one hour, and the frequent blocking of accounts for "Know Your Customer" (KYC) or security reasons. While individual branch staff are occasionally praised for their personal service, the broader organisational processes are described as incompetent, particularly regarding deceased estates, business banking, and fraud disputes. A significant number of long-term customers report closing their accounts due to a perceived decline in service and a lack of respect for customer loyalty.
Pros
Cons
Verdict
ANZ is currently struggling with significant service delivery failures, particularly regarding its offshore support and account security protocols which frequently penalise legitimate customers. While visiting a physical branch may provide a higher level of personal service, the bank’s digital and phone-based infrastructure is widely considered unreliable and frustrating for complex banking needs.
What absolutely rubbish these people are!!! [Content Removed] systems that are always down and the excuses they use. Lost so much money because the system is always down or there are software issues. Don't even deserve 1 star. DON'T USE THIS CRAPPY EFTPOS SERVICE!!
I applied for a business credit card with ANZ and the experience was poor from start to finish. The promised call back never came. I followed up by phone, was told again that someone would call me, and heard nothing — I had to chase it up myself four days later. The application process itself was messy. My personal situation (not related to… Read more
business) involves an investment property loan held in a trust, and ANZ wouldn't consider the rental income because it isn't in my personal name — despite being willing to count the loan against me. That's an inconsistent way to assess a fairly common structure, and no one knows what to do with it.
Worst of all, I never received an outcome. After more than a month of chasing them up, I still have no decision either way. If the answer was no, a straight no in week one would have been far more useful.
If you have anything beyond a simple PAYG income structure, I'd look elsewhere.
Anz has no service left which is why i jave changed banks. Called regarding unauthorised charges $450 to credit card and no details recorded and then when text received they quote visa rules and even within 10days they quote they dont know anything and nothing they can do. No protection over fraudulent transactions. I
Reviews with attachments
My complaint is below, but first an introduction to the complaint. ASIC recently fined the ANZ 240 million dollars for a number of corrupt practices. 1. Handling a federal government bond deal: “Unconscionable” conduct in the management of a $14 billion government bond deal in April 2023, and incorrect reporting of bond trading data to the… Read more
federal government, “overstating the volumes by tens of billions of dollars over almost two years”. 2. Customer hardship: Not responding to hundreds of customer hardship notices, sometimes fortwo years or more, nor having adequate hardship procedures. 3. Interest rates: Making false and misleading statements on its savings interest rates, resulting inthe wrong rate being paid to “tens of thousands of customers”. 4. Deceased customers: “Failing to refund fees charged to thousands of dead customers” and “not responding to loved ones trying to deal with deceased estates within the required timeframe”.
My complaint involves the fourth item mentioned above. My brother passed away in March 2025. Unfortunately he banked with the ANZ. There bereavement team have been absolutely abysmal to deal with for my sister and myself. The stalling and ignoring of the bereavement team, despite letters, emails, documents supplied, phone calls, etc, all have resulted in still no outcome after over six months.
Does the ANZ think they can keep customers deceased funds permanently? Do they think people will become weary and let the ANZ keep a person's deceased estate? Are they just incompetent, willfully negligent, or corrupt? In my view ASIC has failed to fine the ANZ Bank enough, and there total disregard for people dealing with the loss of a loved one is absolutely disgraceful..
For a full review of ASIC's findings https://theconversation.com/anz-has-been-hit-with-a-record-240-million-fine-these-lessons-should-have-been-learned-years-ago-265274
I am formally lodging a complaint regarding the extremely poor service I experienced today while attempting to set up a direct credit from one of my clients. I waited on the phone for 1 hour and 04 minutes, during which my call was transferred between five different staff members. Despite all this time and multiple handovers, no one was able to… Read more
resolve my issue, and by the end of the call, nothing had been rectified.
The level of service was unacceptable. The staff I spoke with did not appear to have adequate knowledge of the products and services they are responsible for supporting. This lack of expertise caused unnecessary delays, frustration, and a complete waste of time.
I have submitted this feedback as a formal complaint as well. Due to this ongoing poor experience, I am now seriously considering moving all my business accounts to another service provider.
My credit card was suddenly blocked while I was trying to make a legitimate purchase. ANZ's security measures have become so restrictive that it's becoming impossible to use their services with confidence. To unblock the card, I was told I needed to visit a branch in person. Not over the phone. Not through their so-called secure app. A physical… Read more
branch.
How ridiculous.
Finding a branch close enough was another challenge altogether, given how many of them have been closed in recent years.
As a result, we're now in the process of closing all of our ANZ accounts and moving our banking elsewhere, to an institution that still believes customer service matters.
Avoid.
I paid for something online ended up getting a refund after a long process then anz decides they want to keep it an extra 3 business days bank's like this make me sick how much money do they need im waiting on a massive $114 and they keep it for 3 days after it took me so long to get it back right when I needed it most and to add insult to injury… Read more
anz plus have no contact number I can find. I rang the normal anz who just brushed me off im done with this bank. My advice is bank somewhere else with a bank that cares about there customers
ANZ has a very clunky online banking website. The most simple transactions are difficult. They don’t answer calls. The automated help desk service is slow if it responds at all. I avoid using my account with this bank and will be closing it as soon as I can. Show details
I was served by a consultant called Aly and he made it so easy took care of everything and even found that they have been making illegal transactions since November 2025 he gave me the name of the merchant and I googled it there is no company under this name it’s a scam and when I told Aly that I was going to check them out he said any information… Read more
that you find forward it on as it will help your case so thank you Aly for your patience and great information and insight
very sad to say,l been with this bank for over 30yrs and today,l had the worsed experience ever from they blocked my anz app and when l rang them l got disconnect twice and after giving them my details they couldn't call me back,disgusting all round, im thinking im not the only one,need to close my accounts and move on.. Show details
Absolutely poor. over 4 months and the payid is still not activated on my account. Show details
Latest follow-ups
ANZ has become so out of touch with ordinary people and so bureaucratic that my local Cleveland, Qld, branch no longer has a simple sign up outside with opening hours. That would make life too easy for customers. No, instead it has a QR code that… Read more
you need to scan to get into the ANZ website, then try and find the branch online, then find opening hours. Extra hideous layers of bureaucracy that seemed deliberately designed to annoy people. The QR code sometimes works, sometimes doesn't depending on whether the glass doors have been cleaned lately.
Follow-up · In response to questions from other readers - another customer told me about the opening hours, I did go inside the bank and the young female bank teller was very helpful. She said the QR code idea did not come from local bank staff. After I made an official complaint, an ANZ complaints officer also rang me and said they would take my feedback… Read more
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made an appointment at the local Albury anz branch to see about my options with my home loan, as im struggling on a disability pension, they (the manager) cancelled the appointment. The Dispute Department just wanted to close the complaint without… Read more
any investigation. I organised a return phone call from the mortgage department, but they never called back. after 18mths i have still got no help and still on a bread and water diet to make ends meet, they put more effort into not helping and afca is a waste of time and won't even give me answers to simple questions
Follow-up · 18 months after this and still no help from the bank, they just handballed me to different departments, and some even said "I don't know why they sent u here". The regional manager basically just laughed at me, and didn't want to address it. i only found one individual who tried to help by arranging a callback from the mortgage department for the… Read more
ANZ ruins old lady's holiday – Mother attended local branch to advise she will be travelling to Malaysia today and for how long. Assured by ANZ staff everything is in order, can use credit card. Last night she made two purchases from Perth airport's duty free and card was locked… Read more
on suspicion of fraudulent activity (3rd purchase was blocked). Upon arriving in KL, Malaysia today, turned phone off flight mode n received SMS from ANZ notifying about fraud and locking and to reply "1" if all is ok. Did this but card still locked. Called ANZ's overseas contact number, on hold in automated press 1, press 3, press etc for 17 minutes and no answer from a human. Card is still locked. Luckily I have $$$ to assist mum financially while on holiday due to my awesome bank, BankWest. ANZ are terrible!
Follow-up · Mum informed me she contacted the ANZ upon return to Australia and was not given any explanation why her card was declined. Mum closed her accounts and moved to another bank.
Positive reviews
I would like to take a moment to express my sincere appreciation for the exceptional service I have received from Debbie Starling as always. From beginning to end, she has been professional, knowledgeable, patient, and incredibly supportive. She always responds promptly, explains everything clearly, and goes above and beyond to ensure the process… Read more · 1
is smooth and stress-free. Her attention to detail and genuine care for her clients are truly outstanding. It is rare to come across someone who combines such professionalism with kindness and dedication. I have complete confidence in her and would not hesitate to recommend her to anyone seeking a mortgage broker.
Had a very pleasant experience with ANZ Bank Booragoon. Was very well looked after by Gagan in securing excellent Term Deposit conditions, opened up an SMSF Hub cash account which surprisingly pays excellent interest with no catches. Gagan went over and above what I expected from any consumer service, but considering its a bank, I'm giving her a super call-out. Well done Gagan. Show details
KYAH PERHAM was an absolute gem! We’ve had awful experiences on the phone (like everybody!),?where no notes are taken and no real effort to solve issues seemed the norm. Please Kath, train all the new staff and refresh yourself the phone staff! Thank you so much.
Negative reviews
Once again ANZ has used it's fraud prevention to make my life difficult rather than help me. When travelling in Greece (of which I had notified ANZ prior) I tried to rent a car from a large global car rental company (Alamo). I has to enter a One Time Password verification code which was fine but then ANZ declined the transaction anyway as… Read more
"suspicious" (who rents a car when on holiday?). Then they put a block on my card. I had to use a different bank credit card and by then the price had gone up.
The one time I have actually been scammed ANZ were of no help whatsoever.
Got a new ANZ business account opened, with a condition to transfer funds to Australian Crypto Exchanges. However, when I made a transaction, ANZ Falcon Digital fraud team blocked the transfer, 24hour over made 3 calls waited 50 minutes each, fraud team supposed to be available 24/7 but no one picked up the call. Funds are blocked and customer… Read more
care cannot do anything. Fraud team does not "feel" like talking. This is my first day customer support experience with a new ANZ Business banking.
Best of luck if you are being scammed or hacked and Fraud team is sitting on there be-hinds, and you are waiting to get hold of them while getting robbed.
I have just received a letter about a credit card number 4564627116737479 that does not exist they say i have not used it fot 12 months it should have been closed by them i don't get statements online or by paper for the card they say they will charge me for fees or charges that are not outlined on the letter I will be putting a complaint online… Read more
about their actions the credit card can't be found on the netbank I have added a copy of my accounts Anz have not called me about the card just an email that they will close all my accounts anz website is not reliable cant see my personal details i have to use a passkey that I am not able to see
Recent reviews
I don’t know if anyone has been watching ANZ Falcon Security service on TV. Its a real laught,you see a Falcon fly into a home and land on a woman’s shoulder looking at what she is doing,the only problem is this falcon is wearing glasses,normally Falcons have 8 times better vision than humans,I guess they did not want to pay a Falcon with good eye sight to do the add for them,I do hope this Falcon is not looking after my account Show details
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ANZ let someone accessed my account and transferred $11,450 out. I reported to police and ANZ. ANZ concluded that I was at fault when someone impersonated me to bypass their security "system" and gained access to my internet banking, all while I was abroad. I'm closing all accounts with them now.
Received letter to complete KYC for my father who has dementia, is disabled and living in aged care. I hold PoA which is on file with ANZ and I am also a customer. Bothe he and I have been customers for decades. Read letter and determined that I could not do online. Made appointment at Macquarie Centre NSW branch for 10:00am 9th July and attended… Read more
with letter and ID documents. Was told that they would need to see my father to complete ID, otherwise I could phone the KYC contact number. Later, called the KYC team and completed process. I asked whether I could have undertaken process in branch and they advised me that I could. Wasted my time and it just appears the staff are either poorly trained or lazy.
I applied for a credit card with them, got approved and at the time to verify my ID online, I noticed they changed my SURNAME without calling me to check. Helped themselves to taking one of my surnames (I have two) and added under Middle name. When I called to complain and ask for this to be rectified and the information to reflect exactly what I… Read more
completed on the application form, they said I would have to go into a branch to sort this out. There is no way I am leaving my house to sort anything out because of a mistake they made, when I could have otherwise verified my ID online. Quite concerning that a bank is helping themselves to changing client information without consulting us and when this is called out, it becomes the client's problem, rather than you coaching your team. Absolutely dodged a bullet here and just asked to cancel my application altogether. I want nothing to do with this bank. Beware!!!
Well long time ANZ customer. Just recently got asked to update profile. Did this at Branch. Then they sent SMS asking for it again.Did the update this time by phone told sorted. Next log in to app and asked again. This is a worry with systems this poor how secure is banking with ANZ.
ANZ has a serious admin and corporate culture problem that is well past delusional. I had an experience where a branch member spent 10 minutes looking at her screen, then finally told me, "I need to contact the other department, but the other department has no contact number." Then we sort of stared at each other for a while. It's now near… Read more
impossible to get anything resolved in fewer than 3 visits to a branch. In the first visit they will refuse to serve you without an appointment. When you return for your appointment they will tell you what documents they need from you when you come back for your third visit. These are routine things that my other bank can sort out in a single drop in visit to a branch.
The people who run ANZ have somehow managed to wrap everything in odd procedures that put simple tasks out of the reach of their own staff to solve, while patting themselves on the back for building layers of nonsense. Branch staff are trained to follow procedures even if they don't actually lead to a solution for the customer.
I called 6 times to do a transfer . Every time I was on the phone for 30/40 minutes.,and than was disconected. This is the most hopeless bank in the world. If I had a choice I would not recomend ANZ Bank . A Terrible Bank !!!! After calling From overseas and spending 180 euro .i still did not get the transfer done. Terrible Bank . Show details
I have had enough of these clowns. I am traveling and they keep freezing my card. They send a text message to my Australian number expecting me to text back each time, which doesn't seem to work on my roaming plan why I try to reply. I have informed them numerous times of my travel plans yet it keeps happening. I don't know why I still bank with… Read more
them, and on my return i will switch to someone else. I assume they are using AI for these tasks and are making a true mess of it. Terrible and frustrating.
ANZ put restrictions on my account now 3 times. Each time they said the issues were fixed and then again a few months later it happens again. Can't receive payments from customers and can't even buy groceries even though we have thousands in the bank. Will be taking Home Loan and business elsewhere
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