Review Time
Have been a customer for over 20 years and am disgusted by the amount of issues that seem to be a reoccurring problem. My partner switched banks and I'll be doing the same.
I still don't have full access to my accounts after the debacle of internet/app changeover in November and here we are in February the following year.
Has cost hours of pain for me and the customer service staff who are stuck in the middle of this I.T. mess. Whoever has been overseeing this needs to be removed from the role immediately amd have someone start tidying it up. Why was there no testing of these systems before releasing them to the customers? There appears to be major linkage issues between accounts, app & internet banking page that shouldn't be that hard to fix.
Thanks to the patience of customer service staff they managed to get me online access to one account.
Now I have individual logins for these few accounts. I sometimes have access to transferring funds & still can't even update my address details. They are updated in the internet page and not on the app - the physical statements are going to the app address which doesn't let me update.
I'm so confused I have to have a list & flow chart before I dial so I remwmber what's currently working and what's not.
I've lodged a complaint that has brought no response. I've tried using the online chat and the internet banking site sends me back to the app and the app says no, no help available - got that right anyway.
Every weekend and every morning before 6am constantly having problems just doing the basics like trying to log on or transfer money from one account too another it's just not good enough seriously considering switching banks !!
Clunkey app that does not work all the time ,poor customer service eg waited for over 1 hour to speak to someone to get my credit card to work but the card shows restricted even though they said it works fine. This is the most incompetent Bank I have ever had the misfortune to deal with and I am a new customer with BOQ who is now applying for a westpac credit card ,cannot wait to dump this shit Bank.
Why is the service so inefficient? I've spent countless hours over the past few days trying to get answers to straightforward questions about a new account. (The support team claims to be available 24/7 for any inquiries or assistance. They mention that a temporary password will be sent via SMS within 24 hours, and instructions to register will follow.) It's been over a week, and I'm still on hold waiting for help. I'm extremely dissatisfied.
The customer service is appalling. There’s virtually no support available. I can’t access my credit card rewards, and my phone calls go unanswered while my emails receive no response. The local branch could not help me either. Additionally, I cannot log into the app as it won’t accept my long-standing phone number. The service used to be excellent, especially at a previous branch, which has now closed. The current level of service is incredibly disappointing, and I fear they might lose a lot of loyal customers.
The transition to the digital platform has been a complete failure. I have used the app for several years, but on 24/11/2025, everything stopped functioning. I cannot access my accounts, and the bank has multiple profiles for me that are not connected. Now, I've been given a resolution date sometime in 2026. Their technology feels outdated, reminiscent of the 2000s.
My experience with this bank has been one of the most distressing and disappointing I've ever encountered. What I was promised did not align with what was delivered. The communication fell short of reality, and when issues arose, the support I anticipated was simply absent. During a time when clarity, consistency, and accountability were crucial, I faced confusion, delays, and inconsistent explanations. I found myself constantly seeking answers, repeating my concerns, and feeling as though my situation was treated as a burden rather than a priority. Banks are built on trust and stability, and they should act with professionalism and care during complex or stressful times. Unfortunately, this institution failed to meet those expectations. While they promote values, support, and a focus on people, my experience was quite the opposite. I felt ignored, dismissed, and left to deal with the emotional and practical consequences of their shortcomings. There was no sense of responsibility, urgency, or genuine effort to rectify the situation. This wasn't merely a minor issue; it was an experience that led to significant stress and real consequences. It’s particularly frustrating because it didn't have to be this way. I would strongly advise anyone thinking about this bank to reconsider before placing their trust. Based on my experience, they do not deliver when it truly matters, and the image they portray does not match the reality I faced. Once trust is broken, it is incredibly difficult to restore. This bank has a considerable journey ahead.
If I could rate this lower, I would. The staff lack basic customer service skills, seem clueless about their roles, and display rudeness and disrespect. I am appalled by my experience with this institution. It’s the worst bank I have ever encountered.
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