Review Time
Serious security failures and appalling customer treatment
Great Southern Bank allowed a fraudulent account to be opened in my name using a stolen copy of my driver’s licence. That alone demonstrates a deeply concerning failure in their ID verification and security processes.
What followed was even worse.
Across three separate calls to customer service, I was given different and contradictory information each time about whether I could speak to the fraud team, what information could be provided, and what steps were being taken. There was no ownership, no consistency, and no sense that anyone was actually advocating for me as the victim of identity theft.
On the final call, the customer service attendant was openly rude — sighing, attempting to cut me off mid-sentence, refusing to escalate the matter or transfer me to a supervisor or the fraud team, and repeatedly saying things like “I’ve been trying to tell you for five minutes”. I was told that “fraud won’t speak to you” and that they “can’t do anything”, full stop. Based on the attitude and dismissiveness, I have no confidence that my case was ever properly raised or advocated internally.
What makes this even more unreasonable is that all I was asking for — on behalf of police — was the phone number and email address attached to the account opened in my own name. I can fully verify my identity and have all required ID. The police are now forced to seek a warrant, which takes time, and banks then take days to comply — during which time the email and phone details linked to the fraudulent account will likely be changed or discarded, undermining the investigation.
In effect, Great Southern Bank enabled identity fraud and then actively obstructed the victim, while shielding the person stealing my identity.
If you value your personal information, security, or being treated with basic respect when something goes wrong, do not bank here.
Serious security failures and appalling customer treatmentGreat Southern Bank allowed a fraudulent account to be opened in my name using a stolen copy of my driver’s licence. That alone demonstrates a deeply concerning failure in their ID verification and security processes.What followed was even worse.Across three separate calls to customer service, I was given different and contradictory information each time about whether I could speak to the fraud team, what information could be provided, and what steps were being taken. There was no ownership, no consistency, and no sense that anyone was actually advocating for me as the victim of identity theft.On the final call, the customer service attendant was openly rude — sighing, attempting to cut me off mid-sentence, refusing to escalate the matter or transfer me to a supervisor or the fraud team, and repeatedly saying things like “I’ve been trying to tell you for five minutes”. I was told that “fraud won’t speak to you” and that they “can’t do anything”, full stop. Based on the attitude and dismissiveness, I have no confidence that my case was ever properly raised or advocated internally.What makes this even more unreasonable is that all I was asking for — on behalf of police — was the phone number and email address attached to the account opened in my own name. I can fully verify my identity and have all required ID. The police are now forced to seek a warrant, which takes time, and banks then take days to comply — during which time the email and phone details linked to the fraudulent account will likely be changed or discarded, undermining the investigation.In effect, Great Southern Bank enabled identity fraud and then actively obstructed the victim, while shielding the person stealing my identity.If you value your personal information, security, or being treated with basic respect when something goes wrong, do not bank here.
The worst bank ever where do I start I've. BEEN LOCKED OUT OG MY ACCOUNTS FOR A WEEK NOW STILL NO EXPLANATION WHY PHONED THEM ABOUT ALL I GET THERES NOTHING THE CUSTOMER SUPPORT CAN DO ABOUT AND KEEP TELLING ME SOMEONE WILL CONTACT ME ABOUT IT SO 5 CALLS LATER I'VE TOLD TO TRANSFER MY MONEY TO MY DAUGHTERS ACCOUNT AND CLOSE ANY ACCOUNTS WITH THEM NOW BEEN TOLD IT TAKE UP TO A WEEK FOR THEM TO DO IT ITS ALREADY BEEB A WEEK WITH. O MONEY GIT TILL TOMORROW TO PAY RENT OR I HAVE TO LEAVE HAVEN'T EATEN FOR 2 DAYS GOING ONTO THIRD DAY AND THEY EMAILED WHOEVER PUT THE LOCK ON .MY ACCOUNT CAN THEY HURRY IT UP A BIT SO I CAN EAT AND PAY RENT OT TO MENTION I HAVE BEEN SAVING TO GET A SMALL BUSINESS LOAN BUT MISSED OUT BECAUSE I COULDN'T SHOW MY STATEMENTS OR PUT THE DEPOSIT ON A INDUSTRIAL SITE TO START MY NEW BUSINESS S I BY THE TIME THEY SORT IT OUT I WILL BE HOMELESS JOBLESS AND STZRVI G TO DEATH BUT AT LEAST SOMEONE GOT TO SEND A EMAIL PATHETIC WASTE OF SPACE THIS BANK ALL THEY ARE ARE OXYGEN THEIVES
Unfortunately I no longer feel I could recommend this bank.I have been a customer since 1994. Personal Loans in the past & now a Home Loan.I found them to be mostly quite good until they became Great Southern Bank (Formerly Credit Union Australia). After the change they began closing branches that were convenient. Now I don't believe there are any apart from Kent St In NSW.Unfortunately the performance of their online banking platform is absolutely abysmal. Many times I've been unable to perform basic banking tasks due to timeouts. Last Tuesday (25th Nov) the online portal was completely down for a time in the morning.The outage prompted me to look into my Home Loan interest rate and make market comparisons.It turns out I've been paying more than a full 1% more than the market norm for the type of loan I have. I contacted GSB to see what they were willing to offer me as a log term customer. Was hoping for them to meet the comparisons I had made. They weren't interested in doing that. GSB made what I would consider to be an insulting offer to move me across to one of their standard Home Loans and only offered to waive $100 of the $300 change fee.Of course its my responsibility to make sure I'm getting the best rate possible. But you would think a bank that cares about it's customers would advise that they have retired a home loan and make sure the customer is moved to the most recent product at a competitive rate.This bank does care about customer loyalty or even about their customers at all really.Circumstances prevent me from moving my Home Loan to another financial service provider until Late January but when that time comes I am gone from the horrendous bank.
Where do I start? Home loan took close to 2 months to approve when they said it would take 2 weeks. The loan manager acted like an insulted 13 yr old…he just kept forgetting to do it then blamed us. They setup a temp withdrawal limit for a car purchase which did not work…2hrs there and back wasted. Didn’t receive credits card, we were given several different conflicting excuses. I was without a CC for 5 months - CC doesn’t work on purchases over $100. See them in person “you have to do it online” they say. Get online and it says to go to a branch in person. Now my debit card doesn’t work. They’re quite useless as an institution I’m afraid.
My transfer to another bank was made and I checked it was taken out of my account. I had done the Phone verification numbers so thought it was done. Next day message to say transaction blocked and message to phone them and verify . I then went to look at my account and could not log in. So my account had also been blocked. I tried to phone number and hung up after half hour. I phoned back and pressed hash for call to be returned. So spent all morning till lunch time getting a reply. My account was then unlocked. I then asked this person who was quite nice if she could find out if the money machine at castle hill was working or is it still out of order as it has been for nearly 4 weeks. The lady tried to phone castle hill branch but no answer. So to get cash I had ordered means I have to go to Hornsby. I didn't hear back so I drove to Castle Hill and told Lydia I had had a bad morning and was explaining what had happened and asked why-the phone number she had given me didn’t answer and why the email that was sent to her from melbourne office asking her to phone me was also not answered. I was wanting to know if machine was now working. Thats all I wanted to know so I could arrange for money to be at Hornsby. But no reply so I ended up driving to Castle Hill once again and Lydia tells me machine still not working. I found when Norman was at this branch and some of the others I was treated very well. However I cant say I still feel that way. Lydia might be good at her job and an important person but I have come home now on two occasions feeling terrible and not appreciated as a valued customer. I needed from Lydia an apology for what had happened and an apology for not contacting me re the machine breakdown. It was Lydia who told me to phone on Monday to check if machine was working so I could order cash from Hornsby if it was still out Lydia was making excuses for not phoning or answering her email wheras I am left to feel I am an annoyance rather than a valued customer who has invested a lot of money at gsb.At my age I don't want to be just a number. I will be looking at moving my funds as soon as each term deposit finishes. I have been at this bank since its early beginning as credit union.This is not first time my payments have been blocked and its the straw that has broken my trust with gsb unfortunatelyCarol P
Wish I could leave a zero star review. Absolutely disgusting service from Great Southern Bank. Withholding funds from a friend despite it being his money and have left him with absolutely no money for 2 weeks now. He is unable to pay rent or other bills. It is just not right and they keep putting the blame on someone in Melbourne and claim they can’t do any more. Would strongly recommend against banking with this bank
They locked my account because I transfer fund from new open trust account to my share broker account under same trust name. It has been 3 days since my last message. No reply at all. They just hold your fund and ignore you.Unfortunately, the service was extremely slow and did not meet the standard I would expect from Great Southern Bank. Do not use their service.
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Great Southern’s mission is to build winning relationships with its customers, associates, shareholders and communities. On any given day, we are hard at work helping young families realize the dream of home ownership, helping a business owner expand h...
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