ANZ Reviews 

I’m very dissatisfied with the way this issue has been handled. My $50 promotional cashback is still unresolved, even though I have contacted support multiple times through the app, by email, and by phone.
I have called several times, and my most recent call this week left me on hold for more than one hour without any resolution. I also have the call record screenshot to support this.
The main problem is no longer just the missing $50 — it is the ongoing lack of ownership, follow-up and clear communication. I am still waiting for someone to properly investigate the issue, confirm what has happened, and provide a definite outcome.
I expect this matter to be properly escalated and resolved as soon as possible.

I applied for a credit card and my application was rejected which is fine, no worries. However, the customer service is terrible... I assume ANZ service is off-shore, I spoke to an Indian lady who kept sighing because she was talking so fast and I couldn't understand her so had to keep asking her to repeat and she was getting angry. If the service is off-shore that would explain why I have become target for scammers using ANZ I think my information is being leaked to scammers. I should change my bank....

They have failed to send me a replacement card 5 times now, everytime I was promised it would come in the mail. Finally insisted on it being sent by courier, they promised me it would be 1-3 days. Day four i call, no record of anything being sent via courier. Customer service based overseas in a third world country.

Been with ANZ for 30 years and they were an awesome bank to deal with. Now, it's not only ANZ that is guilty of this , the automation makes you want to throw your phone. Push this number , repeat what you need, sorry don't understand what you want , start again. Now, I'm overseas and luckily I bought a cheap calling app otherwise I'd be broke. Once past the automation I had no further issues. Lily was great in processsing my request for a large domestic TT and Sean from compliance was a pleasure to interact with. 1 hour later my transfer was done . Super speed. It's such a shame that many good employees are not recognized and are being replaced with bots and automation. Bring back the human experience please. Show your clients some respect. So all in all my experience with ANZ from overseas was a breeze this time.

My daughter has been with ANZ since 2008. In 2024 she had an ankle injury(4 ligament tears)during work in Canberra and wasn't paid complete workers compensation from then till date.The bank owes her 3k which they promised to pay but now not only is she not able to log into her account but she cannot get access to the money owed to her.For 2yrs it was impossible to contact the bank from outside Australia as she was told that the bank did not have an email address and asked to contact the Melbourne branch via phone when her account was with Canberra. .We had made 2 calls internationally and were kept on hold for a long time which only added to the expenses..Lately we got 2 calls both contradicting each other.On one call my daughter was asked to send the current medical report of her ankle which could only be possible with an MRI. After following their advise and getting the report the second caller from the bank said they didn't need it causing even more financial strain on us,her parents who are retired.However the bank has no hesitation in charging 25 aud for the credit card every month.How does a customer pay when the account is blocked? I guess the idea is to accumulate 3k by charging 25 aud every month and making up for the amount owed to us.My daughter has been without work due to the lack of support and negligence of the company she last worked for.The 3k would have been very helpful had she been allowed to access it.She has had a good credit history with the bank and 2yrs ago prior to the accident she was offered a home loan and another credit card..She has never had HECS DEBT.How is it fair that a customer who is an Australian citizen denied access to their own account? Her account has only been compromised after moving to Canberra.How is it that ANZ customers cannot contact the bank via email when traveling internationally?The bank has still not repaid the money they promised to pay her. She couldn't visit me in the states because she didn't have access to her account and cannot apply for a visa due to lack of funds that the bank owes her.I haven't seen her for years and this could have been possible had she not been denied access to her account and funds.This is very unfair and unethical.People move to Australia for a better life and it is really very shocking that an immigrant has to keep following for workers compensation and denied ĺaccess to their own money.I expected ANZ to do better.ANZ should understand that every account is the lifeline of an individual no matter what the amount is. It has been a very upsetting,frustrating and disappointing experience especially when one has been cheated by acompany by not being paid workers compensation and then denied access to what is rightfully their own..I hope no parent has to go through this experience in their retirement.

I wish I looked at reviews sooner!!!
NEVER AGAIN will I choose ANZ for business banking or loans. It’s been weeks of back and forth with no staff accountability to service customers without the customer constantly following up.
Worst customer service ever!
Beating around the bush is an understatement. So disappointing! They obviously don’t give a hoot about their customers or reputation.
Ps I’m still a potential weeks away from answers.
Absolute joke!

I ordered a scarf and pants. The first package that arrived was missing the pants. They said they would send the pants but I just received another scarf. The scarf is fine, it is silk but you can see the pixels in the print so not exactly the best quality either.

ASHLEY from customer service, what a asset you have there. This is not Ashleys fault as she repeated what dates I wanted on several times... i wanted a statement for the last 6 months and she came through. Professional and with no attitude.
BUT unfortunately you morons got it wrong down the chain process as I was given 5 months of statements so it's useless to me.
The incompetence is laughable because the result was inevitable.
Just when I thought you mupetts could do something right you FAILED again.
Donkeys trying to get it right.
Ashley you are better than this, GET OUT while you can.
5 stars for you Ashley.

Absolutely dreadful laughed at me because I said I worked in a call centre on recorded line! I've been stuck between two large companies westfund and ANZ and waiting on a refund of $280.77 yep for more than two weeks. Let me tell you after 8 phone calls neither party will co-operate and issue the refund they bounce me (at work) between them. Their staff are offshore and have no power just processing process and can't do. So if you want a bank that treats low income earners like dirt when they are being humiliated at work have to chase refunds from two organisations this is the bank for you I'd been with them since 2005 and their financial difficulties program which I didn't use meant nothing you get offshore call centre and press the button. I cancelled all my accounts and moved my salary. Never ever going back to ANZ great at making themselves feel big and you small. They then send me a text to call them which I do and I'm now on hold my entire call centre lunch break listening to their patronising music avoid.

rubbish service. Waste time for close a credit card. back and forth with stupid form which they ask you download yourself and finally they realise the form is old format. Rubbish NO1!

Went to your branch in Collins St, Docklands today to use the ATM, on arrival noticed a homeless person settled inside, the whole room smelt terrible, my wife was uncomfortable so didn’t use ATM and won’t be back until he is removed from premises.

Worst customer service ever! Waited an hour and a half over the phone to get in touch with business banking team . Extremely frustrating !

I attended ANZ Eastgardens branch.The person who greeted me was called Kayla,
She was exceptional.She helped me whilst serving four other customers.
A credit to ANZ

Incompetent assessors and a massive waste of time.
I applied for a simple $5,000 limit business credit card, holding over $100k in savings. What followed was an absolute nightmare of incompetence. After 55 emails, 10 phone calls, and endless loops of them saying the loan was "serviceable" only to demand more documents, I was denied.
The assessors clearly do not understand how trusts work. They counted the liability of my trust's investment loan but completely disregarded the rental income inside it. On top of that, they consistently messed up the numbers, inflated my lifestyle spending, and forced me to correct their records and math over and over again. I’ve easily opened high-limit credit cards elsewhere this year. Stay far away from their business banking—the entire process is full of false promises and deep frustration.

25 years with ANZ gone downhill
Absolutely worst Bank ever.
Why I was scamed 2 weeks trying to claim through messenger all they did was put in a complaint.
Then I call them there systems are down.
Really who is the new Boss because you are a big Disappointment!!
Customer service online and on phone

Horrible customer service. Every time I contact support, I'm left on hold for unreasonably long periods, only to receive little to no assistance. Even simple transactions are made unnecessarily complicated. Customer feedback appears to be ignored, and there is no genuine effort to improve the customer experience. Based on my experience, I would recommend considering a smaller bank instead.

I recently dealt with someone called herself a credit assessment officer and she needed to verify my application details. No introduction, she jumped straight to questions which made me feel like I was being investigated. She did not even know how to ask a question properly. When I clarified, she showed her “doubt” like I cheated or something. She then made decision immediately on the phone that my application for credit card was declined regardless the conversation was still going on. Very rude, lack of due care, bad customer service, terrible attitude. I wish I had read reviews before I applied.

I recently submitted an application to open a term deposit account 7 days ago and it has yet to be opened. I have attempted to submit an enquiry about the delay in processing my application only to find ANZ pushing me towards using their app. I prefer to do my banking on my PC - keyboard easier and faster for me to use; larger screen to view the pages. No longer can I submit a query from their webpage, instead I have to use the app and deal with some 'bot' that does not "understand" my enquiry and when I am finally given the option of connecting with a human, I am still waiting for a response! Recently I was advised by ANZ that I needed to prove my identity that could only be done in person at a branch. Well, that was an experience! When I finally found a branch, I waited just over 1 hour to be served and have the process completed. I have been an ANZ customer for just over 26 years and initially found customer service excellent with easy and comprehensive online banking options. Now I sense that ANZ is moving towards business banking only and would prefer not to have personal banking, except for home loans. Complete frustration with their NON-EXISTENT customer service and their total disregard for the personal banking cohort. I resent that most of the large banks are pushing their customers towards their apps, even offering higher interest rates for saving accounts that can only be managed via their app. I will be moving my accounts elsewhere although I doubt this will cause ANZ any concern! I am glad I am 71 years of age and do not have to endure this banking industry for much longer.

I originally took out an ANZ credit card a few years ago because the interest rate offer was excellent. I cancelled the card in late 2025, and at no point was I told that I also needed to separately request the account to be closed.

Recently, I received a statement showing funds owed to me by ANZ — a reimbursement from fraudulent activity. Shortly after, I received another statement showing that ANZ had deducted the annual card fee from the amount owed. I lodged a complaint, and the explanation I received was that because I had not specifically requested the account to be closed, ANZ would continue to charge fees for a card I had already cancelled.

The verification process that followed was unnecessarily complicated. I had to provide my details to the Case Manager, respond to an unidentifiable text message, and then attempt to verify my identity with ANZ — only to be told that my VIC driver’s licence was “not being accepted” by their system. I was then advised to attend a branch to be verified in person.

Throughout this process, I remained professional and courteous, but ultimately advised the Case Manager that ANZ could keep the annual fee they deducted. The experience highlighted how disconnected the internal departments are, and how difficult it is for customers to resolve straightforward issues. Staff were able to quote processes, but not recognise the broader situation or its impact.

In my view, ANZ applied a familiar pattern: rely on rigid internal processes, deny responsibility, and hope the customer gives up. It’s disappointing, especially for an organisation that reports significant annual profits. This experience has left me with the impression that doing the right thing for customers is not a priority.

My 91 year old mother, who's had an ANZ bank account for 60 years, lost her debit card while in hospital so we made the grave mistake of cancelling it and applying for a replacement. Sound pretty straight forward? 6 weeks later, after going the bank and 2 dozen emails later, we are still waiting. For some reason they need to re identify her which apparently could up to 4 weeks...?. Absolutely pathetic. This was just to replace her debit card, which is the only way she can access her own money. She cant walk or see very well, so she cant use the ANZ App or read security codes they send to her phone. They don't care. I have had to take out cash for her and pay her bills.
STAY AWAY FROM THE ANZ BANK!!