"WORST customer service - AVOID AVOID AVOID"

WORST customer service - on hold forever, nobody speaks english fluently, rude, hostile, never fix the issues (and there have been COUNTLESS issues).

They have given me extreme anxiety and distress for months.

"I've read quite a few negative reviews… Unfounded in my personal experiencd"

I've read quite a few negative reviews on here, but I have found the online banking experiences, so far, have been nothing but great. Firstly, I did see that some older customers of UBANK have had issues migrating their accounts to the new system, as I have zero experience with the old system or website in any way, I cannot speak to this.
I am a Disabled Pensioner in WA and I have been, for the last few months, I've been slowly growing my savings at 5% (MUCH better than 99% of banks for amounts under 5,000AUD) and I have observed a few things about most of the negativity on here, it's mostly stemming from users who haven't kept their contact profiles up to date 100%, I mean, this is an online banking product, not an email address, so I'm sure that most would have been solved with a photo ID. That aside, I have never had an issue transferring money in and out of UBANK or making purchases with the card (which I got in less than 7 business days! Which was actually a really great selling point for me). The app could use a bit of work to make it easier to understand for older people, but I've found it pretty easy to get to what I want to do in on or 2 clicks, 2FA and Biometrics were a great selling point for me as well, and the 5% interest absolutely closed it. Hopefully they can fulfill the customer/bank agreements and even if they don't really measure up in the long term, I'm sure my money is 100% safe, as long as I keep my phone and email address updated and currant, and you're not doing shady stuff. I think this could be a GREAT perogram that has the ability to help those of us on the lowest income, be incentivised to save money.

"Im going to leave this short and sweet…"

Im going to leave this short and sweet - Horrible lender to deal with the refiannce process was not easy everything frmo the online website to the follow up calls. Ive just settled and now being forced to use and create savings accounts with Ubank which i hve absolutely no need for contrary to what i was told during the refiance process that i could have my debits out of an external ING savings account that ive always used. Ive refinanced 6 times over the past 15 years and this is the only time a lender has forced me into opening new savings accounts for my debit payments.
Im putting a request to refinance back to my original lender with any possible discharge fees waived. Otherwise will take it up with financial ombudsman

"Discovered what the "U" in Ubank means"

Discovered what the "U" in Ubank mean - Useless. They are moving customers gradually to a new online platform and it is a mess. They send you an email and text to say you have been migrated to the new platform, and you can no longer use the old cards. First problem - could not log in - even though they say use your old details to log in. Could not even get a new passcode as it did not work. Eventually afte 1 hour on the phone I was able to log in - but I could not 'activate' any of our new cards. This meant thay they had all my money, and I could not do anything about it. Another hour on the phone, they sent me an email to confirm my identity (this in itself is a problem as the email does not come from Ubank - but a totally different email address - is it fake or true???). Finally identity confirmed - and cards activated 3 days later. My wife STILL cant get in to her account - so our joint account is still locked up. Avoid these cowboys like the plague. I think they have pre-schoolers running their IT department. They have been having problems since last year - surely they should have put the whole thing on hold until they ironed out all the bugs. Will be leaving this disorganised bank ASAP.

"Unacceptable wait times when ringing…"

Unacceptable wait times when ringing the Customer service call centre. On hold music is infuriating. Waited more than 50 minutes just to increase daily transfer limit. ING Direct can do it via the App. Rang ING Direct customer service for comparison. Waited approx. 3 minutes. Now that is customer service.

"Exceptional Customer Service!"

The customer service I received from Rachelle at UBank was exceptional. She carefully listened and did everything possible to assist me. I couldn't be happier with the outcome. Many Thanks Rachelle....your professionalism and caring nature were appreciated immensely!

"Amazing staff and excellent customer service"

Their dispute process is very easy because on Sunday 8th August 2021 I dispute a fraudulent transaction from eBay for $174.50 and on Tuesday 10th August 2021 from Prezee for $200 they got the $374.50 back so they refunded me so I would highly recommend them since they did such a marvellous job at getting my money back for me.

"NO RESPONSE"

We have each contacted Ubank three times via email from their website, asking one simple question. Not one reply to any of t he six emails.
Pathetic.

"Very Bad Customer Service Bad Website Function"

called Ubank since 11am , try to find a non English speak staff , waited waited for 1 hours , still no person , the receptionist said there will be a correct staff pick up my call , she asked me to be patient to wait , shortly after that , the call be disconnected by UBank . I called again , a different female staff answered , during the talking with her , the phone disconnected again . Called again , a guy answered , after another long waiting , he told me he could not find my language speak staff at the moment , so arranged a bank call for me to wait , the bank should call me between 1PM_1:30 PM, I waited to 2:30 PM, no bank people call me , I called the Ubank again , a guy answered , again , waiting and waiting , he found another guy talked to me then finally updated account info . After dropped the call, I remember a question so called again and asked when can the UBANK refund my withholding tax money after I submitted TFN , the Indian woman very confused , asked me explain, I explained , she said since you don't have TFN , ..... I explained again said I already updated TFN . No matter how I explained that I gave TFN already , she still acted like robot repeated that I don't have TFN , no refund ... ! what?, why Ubank hiring staff they r not local who don't understand our life ? and this Indian woman English so bad . ubank is an internet bank , they should hiring local people talking good English and undstand Australian ! and Ubank should hiring more local good English speak multiculture staff to help non English speak customers to solve problems ! they hiring too many non local Indian people and they are either bad English you are hard to underatand them , either they always confuse and misunderstand customer , and worse , when customer get frustrating because them , they just very rude cut off the call ! I am many years with ubank , before, their customer service people are all Australian Western or at least sounded like Australian Western , they were good, understandable and has Sympathy and really helping you , now , their service changed , bad , not reliable anymore , today my case is only to update account info , that is already cost me 11am- 3PM 4 hours ! half day to solve it and without happy, I can image if one day there is a complex problem, the Ubank Indian customer service will be more confuse and treat me rudely . really hate today's experience with Ubank , the app and website function so bad , you can not update your detail online , you have to call them and cost half day and met the uncaring staffs .Another things also interesting with Ubank: another bank answered my same question they said after customer submit the TFN , they can get back the tax withheld money from bank with 3 working days , but Ubank would not give me back my money, Ubank said , you have to ask ATO give back the withheld money ! But on the ATO website , it said before the 30 JUNE, you should get it back from payer ( in my case it is Ubank) , only after 30 JUNE , you apply ATO for it ! what amazing Ubank ! why ? you know . all about money .

"Really poor service"

Really poor service