Is Anyone with a Bank That They Don't Want to Headbutt?

rambutann on 17/08/2023 - 10:41

Hi All,

I've had some extremely painful situations with the Bank of Melbourne and NAB recently.
A combination of low staffing and primitive processes has resulted in me wanting to move to another bank.

Every time I have entered a bank in the last 12 months there have been lines out the door, minimal staff members, and all customers are frustrated as all hell.

My ideal list of requirements in a bank are as follows:
- Should have physical branches OR ability to withdraw bulk cash from time to time.
- Ideally not have to wait more than 30 minutes, and when I get to the front of the line I can actually get help (had an experience where I waited 30 mins and was told the person that could help was on lunch for another 45 mins - this was for a request to update details because they wouldn't allow it online..)
- No monthly fees, none of this 'deposit X and we'll spare you from paying us a fee' crap.
- Don't care about interest.
- Don't care about international transaction fees, i'll use UBank for these transactions.
- Ideally not want to headbutt them.

I'm happy to sacrifice some of these for improved service..

Does this bank exist? Am I too greedy?
Feel free to share your trauma.

Financial

Comments

  • Hybroid on 17/08/2023 - 10:53
    +5

    It's going to depend on your location and how busy/popular the bank is really.

    The ANZ branch opposite World Square in Sydney CBD is pretty much always empty (except peak lunch hour). Meanwhile Commbank around the corner is smashed morning till close. I believe it's completely vice versa down the road in Haymarket.

  • tsunamisurfer on 17/08/2023 - 10:54
    +27

    Virtually every bank is :

    • Reducing their physical branches.
    • Reducing the services at the branches left over. Like withdrawing money.
    • Staffing those branches with minimal staff.
    • increasing wait times for all customers, even those that have made an appointment to see someone.

    Some of the branches in my shopping centre will be CLOSED during the day to allow staff to have lunch, since when do they not have staff to cover lunch ffs?

    I love banks and will always defend their growing profits as an investor.

    But as a customer, they suck now more than ever.

    OP , oddly enough NAB fits your description but would be prime candidates for a Liverpool Kiss.

    • MrThing on 17/08/2023 - 11:04
      +2

      believe it or not being closed for lunch is a thing in QLD, but then again QLD is 20years in the past

      • techno2000 on 17/08/2023 - 11:21
        +13

        Gotta pay their CEO's $10 million bonus.Money has gotta come from somewhere right.

    • original15 on 17/08/2023 - 11:42

      This
      And closed for lunch def a thing

    • rambutann on 17/08/2023 - 11:43
      +11

      I feel like lunchtime is the peak time for banks.. yet its when they have the lowest staff levels… you don't see cafe's low on staff during their peak period.

    • OzzyOzbourne on 18/08/2023 - 08:31
      +2
      • increasing profits
    • Serapis on 18/08/2023 - 12:14
      +8

      What shits me is that they remove their atms along with the branch - armaguard comes in replaces them with their "AtmX" which has fees..

      • ProlapsedHeinous on 18/08/2023 - 21:23

        I'm more than happy to pay 2 dollars to not be interrogated as to why im withdrawing 2k from my account.

        • pufffdragon on 19/08/2023 - 15:43
          +1

          Tell them cocaine and hookers if they ever ask. Stuff giving them $2 ATM fee.

    • 42 on 18/08/2023 - 13:33
      +1

      Lunch is for wimps

  • kekw on 17/08/2023 - 11:01
    +11

    MACQ is the only bank I find not annoying so far…

    • silenthillrocks on 17/08/2023 - 12:18
      +9

      Hard for them to annoy op when they have no physical branches

    • jackary on 17/08/2023 - 20:00
      +6

      Macquarie refused to investigate an overseas ATM withdrawal where the ATM didn’t dispense my money. $850 gone.

      I was locked out of my account while overseas (despite telling them in the app where I was going and when), took 4 hours to resolve and a lost days holiday.

      I got a puncture in my tyre one day - not a massive leak thankfully - managed to limp it to a tyre shop, get the puncture repaired, only to find that once again, Macquarie had locked my card. 90 minutes on the phone and the most uncomfortable retail experience in my life. The shop refused to let me leave (to just go home and get another card) until I paid them the whole $30 I owed them…

      I’m still with Macquarie (mainly for the super easy interest rate criteria), but in many ways they’re as shitty as any other bank.

      I have used their branch on 2 occasions, in and out, very quick and easy - parking sucks for their Brisbane branch though

      • Poor Ass on 17/08/2023 - 21:46
        -5

        no one is silly enough to park in the city during business hours

        most people would public transport it in or uber

        • jackary on 17/08/2023 - 22:02
          +19

          From everything I said in my comment, that was a weird takeaway

          • Poor Ass on 17/08/2023 - 22:08
            -4

            @jackary: didn't find anything else interesting just a lot of whining

            • jackary on 17/08/2023 - 22:33
              +6

              @Poor Ass: Savage!

              You have a point, but at least it was relevant whining.

              • Poor Ass on 17/08/2023 - 23:22
                -2

                @jackary: lol yeah just joking around

                MACQ is a commercial bank they couldn't care less about individuals unless you make it to A Current Affair hahaha

      • trapper on 18/08/2023 - 10:55

        Macquarie refused to investigate an overseas ATM withdrawal where the ATM didn’t dispense my money. $850 gone.

        Damn that sucks, I'm in the process of moving a mortgage to them… :/ - It won't be my spending account though!

      • trapper on 18/08/2023 - 11:02
        +1

        The shop refused to let me leave (to just go home and get another card) until I paid them the whole $30 I owed them…

        Legally you can just leave in situations like this, just give them your contact details and your good to go.

        It's not unlawful unless you knew the card wouldn't work and/or have no intent to pay.

        • jackary on 18/08/2023 - 23:30

          In hindsight I should have, but I didn’t want to be a prick. And at this point they still had the keys to the car!

          It was all sorted out eventually, but the frustrating (and perplexing) part of it is not knowing when it’s going to happen, or what triggers it happening in the first place. When you ask on the phone you just get a vague answer along the lines of “security reasons” and “fraud prevention”…

    • moortoozzy on 18/08/2023 - 16:32

      their proprietary "authenticator" is reason I stopped using them

    • CurlCurl on 17/08/2023 - 11:11
      +10

      (had an experience where I waited 30 mins and was told the person that could help was on lunch for another 45 mins - this was for a request to update details because they wouldn't allow it online..)

      From OP.

      • Typical16-bitEnjoyer on 18/08/2023 - 23:06

        Yeah, it's called a phone. I very much doubt they required a physical appearance.

    • rambutann on 17/08/2023 - 11:24

      Hahaha its funny because im in my 20's.
      We aren't talking about home loans - I have a home loan with a bank that does not have branches anywhere near where I live.
      RE: Cash - I don't use cash on the daily.. but I have a house to renovate and therefore require access to large amounts of cash..

      • Muzeeb on 17/08/2023 - 11:35

        I've renovated several houses without the need to access large amounts of cash.

        What gives?

        • rambutann on 17/08/2023 - 11:41
          +1

          Let's just say that what tradies do with their cash is not something I can control.. but cash can be more attractive to them..

          • MrThing on 17/08/2023 - 12:00
            +8

            @rambutann: OP Hello mr tradie, your work is non compliant and has failed 2yrs later

            Tradie uh who are you, i never did any work at your house, do you have a tax invoice or reciept?

            op rememeber me tradie, you did a cashie for me

            tradie do not call this number again, i do not know you

            • rambutann on 17/08/2023 - 12:18
              -1

              @MrThing: There are some works where this is do-able, some where it is not.

      • MrThing on 17/08/2023 - 11:58
        +4

        Cash only builders, dodgy

      • johndoe789 on 19/08/2023 - 22:32

        At NAB, ATM withdrawal is limited to $2,000

        … per card
        … per account

        In theory if you have 2 (free) chequing account, you can withdraw $4,000 in total. You can open as many free chequing account as you like (I think).

        Now NAB used to issue both EFTPOS and Visa Debit card for the account. so in theory you can withdraw $8,000 in a day with the two cards, for the two accounts.

    • franco cozzo on 17/08/2023 - 11:43
      -4

      well done….you have been completely brainwashed into giving away all you privacy and security for convenience. good consumer npc!

      • HardQuiz on 17/08/2023 - 11:47

        Explain.

        • franco cozzo on 17/08/2023 - 11:52
          -2

          Cash….whats cash?

          the sort of person that will embrace biometric payment systems & implanted payment chips etc for the illusion of convenience meanwhile becoming totally dependent on those systems

          • MrThing on 17/08/2023 - 12:01
            +2

            @franco cozzo: Tell me your opinion on the covid vax next franco

          • CrowReally on 17/08/2023 - 12:01
            +2

            @franco cozzo: You do realise everytime you pay with cash you're willingly surrending copies of your fingerprints (and perhaps DNA) via the money you handled?

            What if the NSA was told by Soros to get the WEF to [continue vague one world government conspiracy theory here]

            wake up sheeple

            • franco cozzo on 17/08/2023 - 12:39
              -2

              @CrowReally: you should definitely stick to the stats mate….your forum posting & interpersonal skills are pretty shit tbh.

              • CrowReally on 17/08/2023 - 12:55
                +3

                @franco cozzo: Don't follow what you mean by the 'stats' comment, but that aside

                your forum posting & interpersonal skills are pretty shit tbh.

                Let's just agree my interpersonal skills don't match yours, hey? Maybe even agree they're vastly different?

          • dazweeja on 17/08/2023 - 23:07

            @franco cozzo: Even on Android - and Google doesn't care about privacy in the least - your biometric data never leaves the phone.
            But any payment provider will know what merchant you shopped at and how much you spent. I'm fine with that.

    • Poor Ass on 17/08/2023 - 21:47

      BOQ that bank is so behind on the times

      their internet banking crashes if you click too fast

  • knightslay2 on 17/08/2023 - 11:49
    +1

    HSBC is a consideration for your needs, typically with withdrawing large sums you need to tell the bank for that.

  • franco cozzo on 17/08/2023 - 11:53
    +1

    still happy with our local nab branch…mostly great customer service with friendly tellers that get to know and look after you

  • Unorthodox on 17/08/2023 - 11:56
    +8

    Honestly, never had an issue with CBA - great tech and the people I've spoken to have pretty much all been great. Dedicated specialists and relationship managers at most branches.

    They even have meeting rooms/areas for you have discussions etc / sign paperwork if you're selling a car etc

    Note I don't use just one bank, I'll have products that are best for my use case. But for customer service and when I need an in-person or issue resolution (dispute etc) CBA has always been the best and fastest.

    • rambutann on 17/08/2023 - 13:03
      +4

      It seems like CBA are the best, I have used them for business purposes and they seem ok - only pain points are: They still require a lot of 'in store' verification. And they charge if you dont deposit $2k per month. Unlikely to occur but still annoying if it does.

      • Unorthodox on 17/08/2023 - 13:51

        I find having your salary deposited into CBA and they transferring out is easiest.

        Fast payments with no cap.
        Deposit notifications in real time.
        Also people have said that receive their money faster through CBA, I think most gov entities and large payroll companies. I've gotten my salary a day before others on NAB or ANZ at the same company.

        • Gdsamp on 17/08/2023 - 18:00
          +7

          no cap

          bussin fr

    • azero on 17/08/2023 - 16:46
      +2

      Except for when you have to call them for something urgent.

      Suddenly got a notification on the app for a $50 payment to Deliveroo UK. Tried calling the bank right away waiting for 45 mins and then gave up.

      However westpac seems good, they have real human beings answering phones and in branches. But their back office work seems frustratingly slow

    • El cheepo on 17/08/2023 - 17:41
      +2

      I’ve never had an issue with them.
      Pros:
      Heaps of branches, easy to contact, one of the best banking apps i use - very smooth and makes sense.

      Cons: random stupid little fees, not amazing interest rates and horrendously expensive if used overseas.
      Edit: cba now have a 2k a month spend req for their low fee credit card or $8 a month… thats a big neg imo.

      But all of that can be avoided assuming you don’t have all your eggs (or dollery doos) in one basket/bank.

    • morebunnings on 18/08/2023 - 10:43

      Agree. I have an every day account and CC with them and their branch is next to my work.

      My mortgage is with whoever is cheapest (Bankwest, then UBank, and now HSBC), and I open up a CC with different places for points deals every year or two, but I always end up doing the daily stuff with CBA.

  • Danam on 17/08/2023 - 12:17
    +2

    I keep notes on the banks I've used for savings interest (usually online), so this probably won't help you much. When a bank makes it stressful to quickly move my money away from the bank, I write them off.

    For a physical branch I just use Commbank and schedule a $2001 transfer into my Streamline account every month to avoid any fees. When I need to go in there for something, they have always had someone walking the line to see if they can sort out the issue without waiting for a teller. They love a good up-sell, so expect a push for insurance and financial products as well as personal questions unrelated to your query. I'd say the time of day you go in will have the biggest impact on the pain felt with any of them.

    Good: UBank, AMP, Macquarie.
    Fine: Commbank, ING, RAMS, ME Bank (previous ownership).
    Very Bad: HSBC, Rabobank, Citi (previous ownership).

    • MrThing on 17/08/2023 - 13:37
      +2

      citi as NAB isnt much better, it doesn't appear like anything has changed except who owns the business

  • brendanm on 17/08/2023 - 13:20
    +5

    I've always had good experiences with Bankwest.

    • Gdsamp on 17/08/2023 - 18:01

      Yes one of the better ones in WA, decent branch coverage too

      • randomusername2017 on 17/08/2023 - 18:51

        Surprisingly decent customer service.
        No branches in NSW but large withdrawals at Auspost.

    • Cunning Linguist on 17/08/2023 - 21:26
      +3

      While they do have a good transaction account with no fees I've had for years that I still use as a central account, but I've moved all my other products as they haven't had a competitive product in years, due to not being allowed to compete with their CBA parent company. Their service in general is also also a slow boiling frog. Changes, restructure leading to more absorption into CBA each year, it's really not going to be long before they abolish the brand all together. The weak state government buckling to CBA to void the Bankwest Act was basically a death warrant to any independence of the brand.

      • Interest rates use to be awesome when they were a challenger brand. For the last couple of home loans I've had I've asked my broker to put BW on the list but they never even break the top 5 best options.
      • Credit card perks have been gutted. Not safe to depend on your Bankwest credit card for travel insurance anymore, you will need to buy separate travel insurance
      • Credit card rewards system was gutted. Less for more points over time, less points awarded on transactions and they removed the points shop. They went down to only cashback but I think there was enough backlash that they brought gift cards back but it's still a very poor experience
      • They used to have an amazing and unique transaction account that offered points but they closed that down
      • Like every other bank more and more branches are closing
      • And the worst thing they did: they used to have the best online portal and app and a big part of that was the instant chat help when logged on. That got kiboshed and it's now a leave a message online and and we'll get back to you in a day. So they turned their best in class help chat into something so useless it forces you to call in for and queue up for support now
      • RMBC on 18/08/2023 - 22:27

        Thanks for taking the time to day what I would have. Ive been with bankwest for circa 15 years, and it has gone from brilliant to below average. I'm at final straw stage, as there's no reason to stay anymore

      • Newozbargainuser on 19/08/2023 - 13:01

        Thanks for sharing this - I’d not realised the change to travel insurance, that’s a fairly major change. I’ll definitely be using my other card for anything related to insurance!!

  • darvian22 on 17/08/2023 - 14:07
    +1

    NAB and St George are two of the WORST i've had dealings with

    Commbank is not great, nor do they suck , ANZ seems to be hit and miss depending on your location, my local has been quite good

    HSBC and ING have both been abysmal in my dealings with them too

  • Trying2SaveABuck on 17/08/2023 - 14:33
    +1

    My ideal list of requirements in a bank are as follows:
    - Should have physical branches OR ability to withdraw bulk cash from time to time.
    - Ideally not have to wait more than 30 minutes, and when I get to the front of the line I can actually get help (had an experience where I waited 30 mins and was told the person that could help was on lunch for another 45 mins - this was for a request to update details because they wouldn't allow it online..)
    - No monthly fees, none of this 'deposit X and we'll spare you from paying us a fee' crap.
    - Don't care about interest.
    - Don't care about international transaction fees, i'll use UBank for these transactions.
    - Ideally not want to headbutt them.

    So you want good service but you dont want to 'pay anything for it'

    this is another one of those 'everyone' screams they want higher wages for low paid people then when it happens businesses cut staff and complain they have no staff …..yet this goes one further becuz you admit you dont want to pay any fees for said service…..

    • rambutann on 17/08/2023 - 14:37
      +3

      I'm not asking for interest, not asking for fee-free on international fees, and im happy to sit at a branch waiting for 30 minutes if im actually going to get served for a relatively basic request…

      I would call this mediocre service at best…

  • Pcosmic on 17/08/2023 - 14:46
    -4

    Good riddance. Physical branches are becoming less efficient in the Internet age.

    They probably provide a bad experience so that you're more inclined to do it online or over call. Kinda like how fast food is pushing customers to use app and kiosk machine.

  • jjjaar on 17/08/2023 - 14:47
    +1

    waited 30 mins and was told the person that could help was on lunch for another 45 mins

    Oh that’s extremely frustrating. Did they have that person at the front of the branch confirming why you were there? Those people are usually good at not making you wait in lines if they know the right people aren’t there. If they did have one, arc up at them. If they didn’t, find a bank that has one!

    • rambutann on 17/08/2023 - 14:53
      +1

      They did. This is what made it even more infuriating.

      • jjjaar on 17/08/2023 - 15:09
        +1

        Ohhhhh that is extremely annoying. I’d be putting in a complaint about that and letting them know you’re leaving as a result.

  • Godric on 17/08/2023 - 18:01
    +2

    My interactions with CBA branches are often with out issues and reasonably good service (varies branch to branch)

  • HamBoi69 on 17/08/2023 - 20:16

    Good with Macquarie and BOQ. Never had any issues.

  • dfg555 on 17/08/2023 - 21:27
    -2

    ever since banks have cut down on their services i've started putting 70% of my savings into crypto, i already know a massive storm is about to happen with global banks in the next 10 years and i dont want to be caught up with that

    • michaelTito on 17/08/2023 - 22:04
      -1

      I put 100% into crypto. Massive storm to global banks in 5 years

      • Poor Ass on 17/08/2023 - 23:24
        +2

        What card you use to pay for living expenses from ya crypto account?

  • gromit on 17/08/2023 - 21:53
    +4

    your list of requirements are for all the most expensive services for the bank to provide, yet you want no fees. The reality is for a banks to remain competitive they are moving away from in person services except for the bare minimum and if you want to not wait the best bet is to avoid the busy periods, i.e. lunch times and end of day.

  • FutureTech on 17/08/2023 - 23:05

    Not sure if anyone can share any private banking or vip banking experience (and how easy/hard to qualify).

    My 2c - HSBC Premier does not make a difference

  • ippybear on 18/08/2023 - 05:45

    I've been with BOQ for 30+ years, always friendly and helpful no matter what branch !

  • B00stJuice on 18/08/2023 - 08:27

    Should have physical branches OR ability to withdraw bulk cash from time to time.

    I probably should have researched first but I had to visit multiple ANZ branches to find one that would allow me to withdraw cash from the teller. Only on the 4th was I able to do this.. Granted it was a larger amount than usual but the first 2 branches didn't allow any sort of cash withdrawal, the third only 'business transactions'

    I did get a lecture from the 4th branch about calling ahead first but it was a friendly lecture I guess.

    • cute as duck on 18/08/2023 - 08:38
      +1

      I did get a lecture from the 4th branch about calling ahead first but it was a friendly lecture I guess

      Yes calling might have saved you visiting 4 different branches too perhaps. Surely those ANZ branches should have pointed you to a branch that would allow you such withdrawals or advised you to call ahead. That's annoying

      • B00stJuice on 18/08/2023 - 09:10
        +1

        Haha you know what? The third bank did try and help me out by calling other branches but none answered their phones. So I waited for an email response with them and they sent me on the right track. I wasn't so much unhappy with the experience more educated on how banks are now.

  • Brianqpr on 18/08/2023 - 08:35

    If you had any idea of the amount of scamming and fraud that goes on (I deal with the consequences in my job) you'd understand why banks do some of the things they do. Also with AFCA starting to put the blame on banks for some of this stuff (which is ridiculous) expect things to possibly get less rather than more convenient in the coming years.

    • rambutann on 18/08/2023 - 08:46
      +2

      Banks are certainly interrogating people more about why they are withdrawing money..

  • jrvb42 on 18/08/2023 - 09:02
    +1

    I'd put forward HSBC as my fave bank atm.
    The simple reason is their transaction account that gives 2% cashback - no fuss, no hurdles (except a $100 limit).
    With petrol at $2/litre, it equates to a hassle free 4c/l off - no need to spend $30 at the supermarket, just use the card.

    Can't speak about their other offerings though.

  • adn on 18/08/2023 - 09:30

    You need to earn more money OP. Bank of Melbourne have tiered customers. The more loans/salary you have. You can have a single point of contact to help with all your banking needs. CBA does the same thing.

    Also if you dont care about interest rates or fees. Then stick with the top 4. CBA will be your best bet but they charge accordingly.

  • Molebag on 18/08/2023 - 09:32
    +2

    Regarding the ever diminishing availability of physical branches, i only recently found out about Australia Post's Bank@Post. It allows you to make cash deposits and withdrawals at most Australia Post outlets. Interestingly, ANZ are apparently the only bank not allowing their customers to use this facility.

    For our business, our bank's nearest branch is about 20 minutes away. Post office is just a 5 minute walk and outside of lunch and end of day is pretty much empty.

  • patrick321 on 18/08/2023 - 09:55
    +1

    The bank you are looking for exists it is located back in the 1990's.

    Today the greed has multiplied and there is no customer service, bank profits keep going up and up.
    They are trying to force people to stop using cash which gives the banks total control of the flow of money, knowing where you spend your money and on what, a very profitable business to be in.
    Also forcing people to use online services cuts down on wages for them. Make the customer work for you, even though many who use this technology don't know what they are doing and get scammed. This has backfired on them somewhat as they are getting people taking them to court who have lost large sums of money, but what is saved on wages makes up for this.

    Then the government steps in and tells them they are naughty for letting the patients dish out their own med's, so they decide to treat customers like they are criminals for withdrawing or moving their own money even if the customer is in branch with ID.

    What can you do about it? Nothing as long as people want convenience no matter what it cost them in the end. This is the times we live in.

    • rambutann on 18/08/2023 - 10:01

      I honestly wouldn't give 2 shits if all branches closed down but I still had the ability to withdraw more than $2k a day & complete all verifications and account amendments online.

      • patrick321 on 18/08/2023 - 11:37
        -1

        Yes that is your choice if you choose to expose your money and personal info to the open network, and you should be able to move as much as you want. But you should be responsible for it also as you choose to use the service.

        The people who choose not to risk their money in that way are being punished also as the safer option of going into the bank is slowly being taken away.

        People should be responsible for how they bank and should be given the option of how they bank.

        As for all branches closing down, this would be a sad day for Australians, if you think waiting in line for 20-30 min is bad maybe waiting on the phone for a few hours would change your mind and besides if you go to the branch they can't "accidentally" hang up on you.

  • IpGem on 18/08/2023 - 11:01

    A combination of low staffing and primitive processes has resulted in me wanting to move to another bank.

    And here they kept rejecting my job applications over and over

    • Serapis on 18/08/2023 - 12:12

      Low staffing doesn't mean they want to hire more people…

      • gromit on 18/08/2023 - 14:34
        +1

        exactly, staff are an expensive cost of business, low touch banking is the direction they are moving too with the intent of continued front line staff number reductions.

  • Murdrum on 18/08/2023 - 12:43

    My Westpac branch has been fine the few times I've needed to enter a branch (Refinancing mortgage, buying a car privately). No queues. Good service. This is NOT my day-to-day bank. It's for mortgage and bulk cash or transfer.

    Daily finance is a rotating set of credit cards and UP. Post offices are where I deposit cash.

  • hornetster on 18/08/2023 - 15:20

    I use Heritage (https://www.heritage.com.au) - LOVE them.
    Best bank in the WORLD, but not sure about availability in the more southern states - they are based in Qld…
    Used to be with Suncorp/NAB/BOQ etc.
    Heritage just work!

  • thereyougo on 18/08/2023 - 15:26

    Never had a problem with Bank Australia.

  • Always 2020 on 18/08/2023 - 16:03
    +3

    Australia needs a Australia Post Bank..a government owned bank like what we had before Commonwealth bank was privatised. more info can be found on the Australian Citizens party web site on Youtube. We need banks to serve their customers first before the shareholders. The big 4 banks are an oligopoly.

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