Review of Heritage Building Society – Deeply Disappointed After 40+ YearsI never imagined I’d be writing a review like this after being a loyal customer of Heritage Building Society for over 35 years, with both savings and a mortgage entrusted to them. But after the appalling treatment I received tonight, I feel compelled to speak out.This evening, I contacted Heritage due to an urgent issue — only to be treated with a complete lack of professionalism, empathy, and basic customer service.The first person I spoke with, Robin, refused to accept my security question, despite the fact the only letters missing were “PA.” It was petty and inflexible. Then I was transferred to Carly, who escalated the matter to her manager. The result? I was told Heritage would not speak to me any further. That’s right — after 35 years as a customer, they effectively shut the door in my face.I then had to call again and spoke with Tracy, who at least tried, and escalated to Lachlan, her manager. Only then — on the third attempt — was I allowed to proceed.During all of this, I was forced to leave a gathering with friends, humiliated and frustrated, because I couldn’t access my own money. I was told I hadn’t ordered a replacement card, then moments later was told I had. Which is it?What’s most upsetting is not just the confusion or inconvenience — it’s the complete lack of empathy. I was made to feel like a nuisance or a stranger off the street, not a long-standing customer with decades of loyalty and financial contribution.I can no longer recommend Heritage Building Society — or People’s Choice — to anyone. The level of service I experienced tonight was disgraceful. It’s clear that customer loyalty counts for nothing. I’ll be moving my mortgage elsewhere, and I urge others considering Heritage to think carefully before entrusting them with your finances.Shame on you, Heritage.
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