Heritage Bank

My husband applied for a credit card, the 2 calls went for over an hour and a half, and the experience was honestly unacceptable. The banker kept asking the same income questions over and over. She also seemed very inexperienced with basic credit assessment. For example, she treated voluntary super contributions as living expenses, and asked about… Read more

hypothetical car roadworthy costs that might happen in 5 years from now when the warranty ends. None of this aligns with standard lending practice.I’m a mortgage broker, and if this is the process my clients would be put through, I would never refer anyone to Heritage Bank. The whole interaction was inefficient and confusing.

After waiting for a considerable amount of time whilst staff were chatting to each other, I asked if I could be served. I then asked if I could open a savings account, the teller looked at a colleague and said, ‘do we have enough time to open an account?’ I walked out. She didn’t address me, actually talked like I wasn’t there, the whole time… Read more

actually. I’ll go elsewhere. I’m a long term banker and I don’t think it’s too much to ask to be ‘noticed.’

Forgot my online password and was locked out of my online account. You have to ring them for a reset and wait in the queue. No other option. Then I was asked for my last 5 transactions. Seriously, who can remember. I asked for another method and they used my secret questions. Time consuming and very old fashioned

The Heritage Bank used to be very good especially in the branches. Not any more. I went in to organise taising the limit on my card to enable me to complete a transfer, which the staff member did, but when I went to pay for a job, I could not… Read more

because it was not done properly, so I went in to a Branch to get a withdrawal, I was asked Did I ring to let them know, I had tried to ring only to get a message that it was unavailable, so couldn’t ring. I fortunately was able to get some cash. ITS MY MONEY I should be able to get it. The whole experience was extremely stressful as the builder was wanting his payment. Don’t tell people we have to ring then not be available on the phone. Unfortunately there is no such thing as customer service anymore. And the fact I had to drive way out of my way because our local branch has been closed. The only reason for 1 star is I could not do zero stars. Please remove the slogan People First, as that is a very big case of false advertising

Don't think I have a vendetta against this bank. They make themselves consistently foolish by their own stupidity. Look at this missive. They will do anything to weasel out of the fact that they are incompetent. They give out implied threats such… Read more

as we will inform the tax office AND close your account with us if you don't reply to us to cover up our own stupidity. The nearest bank is now a long way away as the one at Cabalaba closed a year ago. Take a copy of this e mail to a branch? Why? So they can cover up their incompetance. Why the threatening nature of this in the e mail? This e mail is confidential and for the addressee only. If you have received this email in error, please do not save or disclose its contents and immediately delete it and notify us. This e mail amounts to implied threats to get their own way out of a mess they have made.

Hi ***** We’re getting in touch as we need you to provide us with a record of your tax residency status for your account(s) held under the following membership(s) with Heritage Bank, membership number ******** Why is this important Heritage Bank is a Reporting Financial Institution under the Foreign Account Tax Compliance Act and the Common Reporting Standard. We’re subject to regulatory obligations which require us to collect certain information from our customers.

As part of this obligation, we need you to tell us whether you are an Australian or foreign resident for tax purposes. You are still required to provide a Certification if you are an Australian tax resident. If you are a tax resident of a country other than Australia, we’ll also need your Foreign Tax Identification Number.

This Certification should have been obtained when your account was opened but it appears that we do not have a record of it. We’re sorry that’s been the case and have taken the necessary steps to make sure this doesn’t happen again. What do you need to do?

We need you to provide the Certification by 11 February 2026 so that we can confirm your tax residency status and complete our records.

You have the following options to provide the Certification: Please follow the link below to be taken to the Heritage Bank website Foreign Tax Residency page. Here you will find further information and a link to an online form to provide your Certification. You will require the membership number provided above to complete this option.

Foreign Tax Resident Reporting | Heritage Bank

If the link doesn’t work or you would prefer not to click on this link, you can navigate to the official Heritage Bank website (heritage.com.au) and search for "foreign tax". This will lead you to the same page as above.

If you have access to Heritage Online, you can provide your Certification under Settings > Tax Residency Declaration. Please note this is only available on Heritage Online accessed through a web browser and not through the mobile banking app.

Take a copy of this email into your local branch, and they can guide you through the process in person.

If you have any questions on how best to provide this information, please call our friendly team at 13 14 22.

To find out more about the Foreign Account Tax Compliance Act and the Common Reporting Standard, you can visit the ATO’s website at www.ato.gov.au . See also the US State Department’s Joint FATCA frequently asked questions (FAQs) via https://travel.state.gov/content/travel/en/international-travel/while-abroad/Joint-Foreign-Account-Tax-Compliance-FATCA-FAQ.html . When do I need to respond ?

Please provide the Certification by 11 February 2026 by following the instructions above.

Due to our obligations as a Reporting Financial Institution, if you do not provide the Certification, we may need to provide information about your account(s) to the Australian Taxation Office.

We will make every attempt to get in touch with you, however if we can not obtain this information we may be required under the Foreign Account Tax Compliance Act and the Common Reporting Standard to freeze or close your account(s). We're here to help

Heritage is committed to doing the right thing by our members. We sincerely apologise that we do not have a record of your Tax Residency Certification and have taken the necessary steps to ensure this doesn’t happen again.

If you have any questions, our 24/7 Queensland-based Contact Centre is available on 13 14 22 or by email to info@heritage.com.au. Alternatively, you can visit your local branch.

[Name Removed] Chief Customer Officer

Click here to view this email in your web browser. Heritage will never send you an email or SMS linking to a sign-in page or asking you to verify or provide personal security information, such as your PIN, online banking passwords or card details. Always go to heritage.com.au or use the Heritage App to securely access your banking. If you are unsure whether an email or SMS is real, you should contact fraudalert@heritage.com.au or 13 14 22 before you take action. Please visit heritage.com.au/online-security to learn about security and fraud protection.

This email is confidential and for the addressee only. If you have received this email in error, please do not save or disclose its contents and immediately delete it and notify us.

Heritage Bank, a trading name of Heritage and People's Choice Ltd. ABN 11 087 651 125. AFSL and Australian Credit Licence 244310

I have dealt with Heritage Bank for only a few years I recently had a problem getting some paperwork re a closed Term Deposit. I wrote to and then called the “help” desk They were helpful but nothing happened and no communication explaining why. I called the Castle Hill branch and Amy listened carefully and kept me in the loop as she uncovered the… Read more

problem She truly was so helpful, and finally she solved my problem Amazing lady! Thank you Amy at Castle Hill

One year ago I called Heritage bank in Garden City to ask about refinancing my homeloan what the service that they offered and what rate they offered. I talked to Krystal, who had really good customer service skills. She explained Heritage bank system, not only beat their competitor’s offer but gave their best rate and convinced me that Heritage… Read more

not only lures new customers, but they looks after their existing customers. They would make sure that their customers have good experience with Heritage and stay in. The last point is very important to me after my experiences with my three previous banks and got tired do paperworks.

My experiences recently proved that they really look after their existing customers. On my 1st anniversary, they called me and checked in how was my experience and if I needed something. I have never had this experience with my previous banks. The second case when I had some misunderstanding with Heritage bank, Krystal & Garden City team helped me to resolve the issue. They certainly prioritise their service continuity, not only give good service when you are new customer. We always talk with real person not machine and they really look into our case & give their best.

I am really thankful for Heritage bank and would recommend Heritage bank especially Garden City to my friends and anyone.

I changed banks after being with Commonwealth for 55 years and have found Heritage friendly and helpful. They where patient and explained every aspect of the changeover so that my poor old not tecsavy brain could understand. Would recommend to anyone who still wants face to face service and isn't up with doing anything online. Show details

purchased onE of these gift cards only yesterday, when opened the card numbers have been scratched off , i checked the seal before purchasing with no apparent breaking of the seal. yet I am unable to use the card. SCAM cards. Will never buy gift cards again. also no way of contacting other than their website which is clunky at best. JUST DON'T BUY THEM! so much for my reward. Show details

Got a loan and was told face to face over two meetings it was 3 percent, Not realising because I never had one before on how low and unrealistic now days that is. I said yes followed the steps, got it and payed it off quick. Upon final payment they asked if I wanted to close it, I said it’s a good rate so I’ll utalise it maybe just give me a… Read more

day or two to decided. They said we can see here you are at 8.9 percent….

Interest didn’t affect me, I paid it fast and paid minimal. But realising that I should of read the paper work like we hear a lot growing up..

I let them know I was very much under the impression it was 3 percent and is it normal to verbalise 3 percent multiple times but change the paper work, she obviously said no… this was subject to the sale worker or finance female I fldelt with.

Wife had her bank account blocked trying to make an overseas payment, they froze her account, after talking to them trying to get it unblocked she said “this is to hard just cancel the payment and I’ll use another method just unblock my account I need access to my money to pay bills” they then said “that’s a bit suspicious “ she then said well… Read more

make the payment then, going on 3 days now and the account is still blocked, went into the branch and they said there’s nothing we can do, 7 calls and and hours getting the same reply, it’s being investigated we will let you know, you can’t make this stuff up! without a doubt worst bank on the planet.

So Much for PEOPLE FIRST! Which people? Certainly NOT their Staff OR Customers! Heritage used to be very good. I and all my family have banked with them for about 50 years! But NOT ANY MORE! They have closed our local Branch, so We have CLOSED OUR ACCOUNTS! Or at least we are trying to! Over a week later and they still have not transferred our money to the new bank. WHAT A JOKE! PEOPLE FIRST. Show details

I recently applied for a relatively low-limit credit card and was surprised by how unnecessarily complicated the process was. Despite applying online, I was required to go through multiple additional steps, including a consultation with a lender (she was lovely and helpful), completing a detailed questionnaire, and providing extensive… Read more

documentation for even minor financial details. For such a small credit amount, the level of scrutiny felt excessive and out of proportion. In contrast, I applied for a similar product with another lender and was approved quickly with only a couple of documents were required and approval all done in a couple of hours. The difference in experience was stark. Overall, the process with Heritage Bank feels outdated and inefficient. In a time where many financial institutions are streamlining and digitising their services, this approach comes across as overly and unnecessarily cumbersome. Unless improvements are made, I think they risk falling behind competitors who offer a much more customer-friendly experience. Maybe it's time for them to get out of the 1980's and move into the 2020's!

• Settlement delayed because of Heritage Bank’s repeated mistakes and incompetence • Created duplicate accounts causing endless confusion and ongoing issues • Constantly gave conflicting information and terrible customer service • Had to chase every update myself throughout the entire process • Extremely stressful and frustrating experience during my first home purchase • Would never recommend Heritage Bank after my experience with them

I've been with Heritage Bank for about 17 years, savings a/c, credit card and mortgage. Each time I've moved house I've transferred my mortgage security over from the old property to the new. Having spent most of my working life overseas I'm retired. My retirement income and pensions are mainly paid from the UK and because of this Heritage refused… Read more

to transfer security on my recent home move because my income was from overseas. Im an Australian citizen.They have been happy to take my overseas monies for 17 years but for no longer. I've now moved everything to Westpac who were happy to accomodate me. Warning to all overseas employees; do not rely on Heritage to handle your finances if your retirement pension is paid from overseas because they will not. They left me high and dry with my mortgage! Furthermore. With all the branch closures it has become nigh impossible to speak to anyone who can help. Move your accounts and don't get caught out like me.

Two staff tried to assist but failed had multiple understanding issues and had to go to the branch manager multiple times, at last she failed. Poor communication skills. Urgent Skill training is required! Show details

We have been banking with Heritage Bank for many years, and now they amalgamated with another bank, then where called PEOPLE FIRST, as expected they have shut our local bank at Runaway Bay, and other branches that PEOPLE USED but not anymore not even a ATM. All the staff now out of work. How you can leave the cheek to call themselves People First… Read more

is False advertising. Now I would assume that your fees and charges should be reduced, because you are no longer paying the rent or staff. We are so DISAPPOINTED, to be cast aside, reduced services the Heritage Bank gets richer. Just total GREED, SHOULD READ PROFITS FIRST and people don’t matter. Regards Ex Customer

Although this goes back some years, it still irritates me. I established an account with Heritage Bank Caloundra and requested a card to use as a backup if my credit/debit card with another bank didn't work for some reason. However, after a period of time, Heritage Bank "fined" me $25 for not using my card although they had the use of my funds throughout the period. I closed the account and will never use Heritage Bank again. Show details

Terrible bank. They make you crazy asking you to fill in, print and send a ridiculous amount of forms, phone interviews etc, only to not approve the product in the end. A product that I had zero problems getting in the next bank I approached. I thought I would support a small bank, but will stay well away from this one from now on. Monumental waste of time! Be aware

Moved ourselves and widowed mum to Heritage a couple of years ago because we wanted to support a smaller, more community focussed business. Found some of their systems a little quirky in comparison to the big boys we'd left, but the staff were friendly enough. Visited their Range branch at Toowoomba a few days ago to find it all cleared out and… Read more

the ATM area boarded up like an abandoned wild west joint. Zero notices anywhere ... so no clue when/where they'd closed or where the nearest branch now was.

We visit the Range regularly, and had not seen any previous notification anywhere of imminent closure.

So went to Gatton to get my cash. Their ATM was down ... Feeling a little peeved I snooped around on line to find they'd recently closed down their branches at Oakey, Pittsworth and Millmerran. How's that for a business with the motto "people first"?!

Shopping around now to find a replacement bank for when we close all our accounts. Which they will feel! I honestly think the bigger boys actually have more courtesy!

Closure of my local mini-branch in the newsagent happens March 2026 (I've been with Heritage since 2003). The elderly and disabled demographic in town will suffer the most. The nearest branch is a 38klm round trip and the many aspects of face-to-face banking will be lost with this closure. Yes we're just small customers not making much profit for… Read more

the bank but Heritage appears to have forgotten that we are the very customers who made them successful to start with! Yes we can all go to the Post Office (which is already extremely busy before you add bank customers into the mix) but it ain't the same-I won't be able to access specific banking areas that I could at the mini-branch. Heritage stated no branch closures would happen "as a result of the merger" - now they have closed some 35 branches to date (I think that's the number so far-could be more). Heritage service has declined very noticeably over the past 10 years and rapidly descended into an institution that appears to care naught for its smaller customers since amalgamation with People First. Aren't customers the reason you make profit? Surely there should be give as well as take. I know little people don't count anymore and the younger generations have been taught to use their phones for purchases. They haven't realised just how much money they are losing in charges for their daily purchases instead of using cash so Heritage (amongst other banks) can then say 'but no-one uses branches anymore' and that's why we closed them. Very sad indeed.

I was given a prepaid Visa card. Unlike other cards, there was no PIN to be revealed. To activate the PIN, the user must go to a website and enter the card details. The website does not recognise the card number. Calling the help desk was a punish. Entering the card number resulted in, you guessed it, an invalid card number. Keep trying different… Read more

option, but then you get an offshore call centre manned by someone with a passive aggressive condescending tone. She kept saying the website has a way to mange the PIN, and insulting me for not seeing it. Problem was, there was nothing on the home page to change a PIN. My guess is that it was after you enter the card number. She claimed the card number was correct and confirmed the balance. As she was not able to provide any type of assistance other than repeat herself while increasing her insulting tone, I ended the call. I half expect the card credit to be used by the time I go to use it.

Gift cards / scam beware of gift card scams at Woolworths- heritage bank visa eftpos card purchased a visa eftpos card - Heritage Bank $ 300 loaded on it , in addition to activation charges of $7.95. this is what we got - the card number and expiry date was white outed . it was in a sealed pack yet there the card numbers / expiry date were… Read more

covered with white out.

called Woolworths customer service ( gift card) and was refused a refund , was told to send photos of gift card so they could escalate the matter to third party. we were refused a refund and told to wait till the matter is investigated .

for a multi billion dollar company like Woolworths, Heritage Bank and Visa this is a poor reflection on their practices to ensure strict controls to prevent scams whereby innocent customers get caught and left out of pocket till they investigate the matter .

customer beware - steer clear of buying Heritage bank Visa gift cards through Woolworths, these companies don’t really care about customers who get fleeced for no fault of theirs !

Heritage bank absolutely sucks. My account got frozen when I transferred money from one account to another because it’s apparently “suspicious” and I’ve called 3 times on 3 consecutive days and all 3 times the same “sorry I can’t help they will contact you when it’s fixed”. Ridiculous. How am I supposed to last without my bank card without even a time period it will be fixed in. It’s been a whole week.