What recently happened to me regarding getting my credit card renewed through ANZ has just proved that, it is just Not Good Enough!
<RANT>
I have moved from Kingsford to Daceyville over 14 months ago. Moving sux. You have to get in touch with everyone you like, don’t like or indifferent about, and forward your new address and contact details just in case you missed out anything important from them. So I called ANZ’s customer service, and tell them on the phone about my new mailing address. Everything is fine. I have been receiving my statements, and have arranged automatic payments to always pay my credit card bill on time.
Fast forward to June 2005 – my credit card is expiring this month, and I have not yet received my new replacement card. All the providers that I set up automatic payments for kept on “reminding” me to have my card detail updated. So I called up ANZ last night trying to find out what’s going on. And it turned out – Aarrgghh!! they sent the replacement card to Kingsford, the place where I had not lived over the last 14 months!! I have no idea why their customer service department is using a different database than the card issuing department, and I don’t know what else have I missed that got sent to the old address instead. Ridiculous…
In order to re-issue my new cards, I was then handed to the lost card department, so that they can cancel previously issued cards and dispatch new cards to me. That immediately renders my current credit card, which still have 10 days left before it expires, a piece of useless plastic. What??!!! The new cards will not be here for another 5 business days, and meanwhile, I will have no Internet banking as my access account is linked to my credit card. Neither I nor Vivian with a supplement card can make purchase, pay bills, shop on-line, etc with our ANZ credit cards. And I also need to risk the possibility that scheduled payments would bounce due to invalid card numbers.
How can this be acceptable? Having two separate database to keep customers’ details, but only updating one when customer requests a change? Denying customers’ access to his own money, before a new card can be issued? Especially with a credit card that actually charges annual fee – shouldn’t I expect premium customer service?
Not good enough.
</RANT>
Alright. I sent in a complaint via their on-line form, in a more passive wording. Not sure whether anyone would see it, but if they stuff up again, I shall find someone else to keep my money.
Update: Reading through some of my posts, and realised that it wasn’t the first time ANZ stuffed up big time on the help desk.
I find, in general all banks suck – its just how much that vary. I would recommend that if you do change, don’t bother going to CBA. If you ever need to actually go into the bank, you’ll be waiting in line for at least 45 mintes and that is if it isn’t busy.
I bank with the Queensland Teachers Credit Union and I find them excellent. Their online banking is nice, fast and well featured. If you go into a branch, the longest I’ve had to wait was about 20 minutes and that was at about 4pm on a Friday. They are open on Saturday until lunchtime too, which is just fantastic in my opinion.
Al.
I shall avoid changing bank unless necessary, as I do have quite a few products with ANZ. Otherwise I’ll head down to infochoice.com.au and pick one that is most suitable to me…
Moral of the story – have more than one credit card (note: you can get the Virgin Money one quite easily without annual fee), because you might need it in an emergency.
Okay. Case solved.
Friday – ANZ called and told me that they have received my complaint, and they will “look into it”. When I got back home from work, two new credit cards have already arrived. Activated them through banking – nice.
Saturday – a lady from ANZ called, and said that they have actually not read through my complaint, as I place it in a text file on another site. I did it as there’s a 1,000 character limit on their complain form, but I told her the whole story on the phone anyway. So she apologised about the situation, said ANZ will look into consolidate the database, and blamed that particular “consultant” who handled my case. Out of courtesy, she gave me extra reward points in my account.
Now I just need to activate my net banking account, and place a pin on my new card on Monday when the branches are open.
I ave a business account with anz and have now been waiting
since 28/06/05 to see if they have changed my overdraft from my account to my new account (we bought the parent company) and changed the account. I have contacted over 15 companies and arranged both automatic debit and credit (eftpos) to be changed over
and not one of them gave me any problem….. but ANZ are still umming and arring about what to do……. When i complained bitterly about theyre lack of service as far as Small business goes
a woman from small business operations (who says that she is my account manager) of which i have never heard of. Says if we had come
to her in the first place then this wouldnt have happened.
Congratulations again ANZ you manage to have me in tears of
frustration and anger yet again
thanks Scott i needed that
Well, up yours ANZ, then. I was just googling credit cards when this popped up. I shall go elsewhere ;)
..and I must laugh, the Google Ads up top are extolling ANZ bank cards :D
I just told anz to shove it – they have gouged me for another $35 fee for honnering a credit charge that did not have the funds avaiable. They have been told three times not to and they contine to. These w@#kers do this as most customers accept this charge and don’t question it. The good thing is they are out of the running for a house loan as well…… Don’t deal with any compay that is a sub company of ANZ.
Bank of the year for the last 5 years…. Bull S%^t. When you are voted there by crooks in your own industary then are are not the best at gouging and beening arsholes.
i jst googled myself and this anz thing came up …. had to laugh i ahd forgotten i had done it and tht god that sounds like me
and it was
Maybe we should start a business behaving badly site god i could fill that in no time
Get a seperate Internet bank number and dont use you card account number.
I had the same problem when all of my cards were stolen while oversease. No cards and no internet bank. Now my internet banking number is different from all of my accounts so when i change cards and accounts it keeps working.
With the recent introduction of service fees on my accout I will be change account soon again.
On a good side they actualy give you numbers thast are cheep to dial from oversease a lot of others dont understand or dont care that a 1800 number costs 10x more than a normal phone number when oversease.
Now, you are all being unreasonable about ANZ….. hey wait a minute, you are NOT being unreasonable.
Moved from the UK to AU earlier this year and opened a few accounts with ANZ. After a few months of them messing absolutely everything up have moved to Citibank. Bye Bye useless ANZ!
It is good to see Westpac sticking it to ANZ.
I have closed my account with ANZ and when the last statement arrived there was a second letter wanting me to sign up for the same card with a higher credit limit. I wish ANZ would stop this be and credit my account with 50 cents every time they sent snail mail spam insteal of charging the excessive crappy fees and providing infurer service.
can we start a ” not good enough Allianz”
“Not Good enough Aust Star Communications”
” Not good enough Sensus yellow pages”
i could feel wonderful after venting from these people
i havent had any problems with the ANZ recently…………
thats strange maybe they shut down
heres another one for that will curl your hair
allianz sent an auditor to audit our workers compensation figures april 2005 and he was looking at the years 2001-2003
and he found that our figures were underestimated by our directors fees and we discussed this at the time and he left….
yesterday 18mths later i get a bill from them saying “you are aware that you have recently been audited” ??????????????
and they send me a 10k invoice , 5k of which is the premium on the understated years. 4.5k it an overdue fee amount calculated up to nov this year. and 1.6k it a charge for the
audit……WTF one says
this was the first i heard of this since that guy walked out of here 18months ago
when i ring allianz they tried to tell me that he had only signed off this audit last month……it was finished 18mths ago
and they couldnt see anything wrong with the charges.
anyway i have refered this to workcover and shall keep you up to date
geess louise the crap that we are dished up
I had experience with CMA, Westpac, ANZ and St george.
I banked with CMA and Westpac for one year, ANZ for several months and St george until now.
Best is St george, excellent customer services and products, easy to use internet banking and phone banking.
CMA and Westpac are similar, customer services are soso and product range are soso.
ANZ is actually a bit weird. I closed my accountant at one branch ended up they still charged me fees afterwards and when i went to inquire , they said last time i only wanted to close the card but not the accountant. So that is why they didnt close my accountant.
That is soooo ” funny” to hear!
I have been an ANZ customer for over 4 years now, and I find their customer service levels to be outstanding.
Everytime I call the customer service line, my call is always answered within 60 seconds, I speak to an Australian. Even when they needed to transfer me to another operator to assist me, they would expain the whole purpose of my call to the other operator, so I would’nt have to repeat myself.
I recently set up a BankWest account, and it is one of the worse banks I have ever dealt with, they would make you wait 20 minutes for an operator to answer your call, and then they would just refer you to the branch.
Then whwn I go into the branch, I get told that because it is an account directly with Bankwest (Telenet Saver) I would have to ring the customer service line or direct requests in writing.
Today my girlfriend’s mother and her went to ANZ branch in melbourne city to deposite money in an account. Somehow, her mother lost her wallet inside the bank. When she found out she lost her wallet, (she was still in side) she asked them to check the camare. they refuse. therefore my girlfriend called up the police , and police call the manager of that branch , the manager said they dont have the canmare on !! how possible is that? isn’t it the camare suppose to be on all the time? we just so upset about the
I have a progress saver account and an access account. The access account being overdrawn , i try to make an arrangement to pay it off with them but they refuse and suggested that i take money from my progress saver account to pay off the overdrawn access account, which i did not want to do. They said they have the right to take money from one off my account to pay off the other. That same day i come home in the evening to find out by checking my account online that they already made the transfert, without my permission. Prior to this they blocked any withdrawn from my progress saver account. REALLY SICK OF ANZ BANK
Daughters have all been students continully have to go to bank as ANZ keep charging fees for free student accounts they say they will fix they take fees away then in few months charge again All three girls have had this how many kids dont follow up what a scam one spoke to bank said she was sick of continuous waste of her time told them she was changing banks bank could not care less