We are using Suncorp to get a mortgage to build. It is a long and boring story but the condensed version involves:

lost documents, no communication, found documents, no-one knowing anything about the application, people on holiday, files/case passed through various 'named' but not responsible people, being told via phone that all has gone through, then requests for documents they already have before they can complete, no communication, will ring back - don't many times..... etc etc.

After 2 months of p**sing about we are on the verge of starting all over again with a different bank. They have until Monday to send the necessary documents to the builders.

Wish we had never started the whole process with these f**kwits

Rachel

Name and shame, that's what I say. They sound like a right bunch of halfwits. Are they a national company throughout Australia? Give them hell.
What made you choose them, as a matter of interest?

that sounds like shit we went with westpac for mortgage and had no probs hope u get it sorted soon

xx

Sorry to haer about your problems with Suncorp but it did surprise me I got a mortgage through them for a house build in Perth as an 'overseas investor', sounds posh but I'm not rich! The service that we have received is nothing short of outstanding we move to Aus in January and the are already organising accounts for us after giving all the advice we could hope for. The service they have provided to us has been well 'above and beyond' what you would expect and we have had one point of contact all the way through who has been a 'breath of fresh air' after the normal call centres we get over here. Once again sorry for the treatment you have had but there are definitely 2 sides to this story
Cheers Andy

They are one of the BIG banks here. We chose them because they had the best offer for us. Hmmm.

Maybe it is just Suncorp in Queensland. Or maybe we were just unlucky. But they seem so uninterested in our custom. We would hear nothing for weeks. Our builder would ring us to ask what was going on. We would ring Suncorp (via numerous operators and switch boards). They would tell us they needed x document - well why didn't they contact us and tell us. Pleased to hear it is not a nationwide problem.

[QUOTE=RReed]Maybe it is just Suncorp in Queensland.

Sorry to muddy the waters further but our account is with the Queensland branch We set it up this way because they will open the account for you without you having to be in the country at the time - this information was given to us by the property investment company that set up our house deal. Our point of contact is Jane Miller (Brisbane branch) - it might help if you ask for someone by name and she is really helpfull

Andy

every large company will provide bad service every now and again. you can't avoid it. it only takes one bad employee to mess things up for you. it's not an indication of a *bad* company, just one bad experience.

and fyi, suncorp is NOT a big bank. it may be the biggest queensland listed company, but is small when it comes to the banks of australia.

Perspective is a wonderful thing. Nice post and I agree completely. House building, buying and generally anything that huge in your life can be a most stressful time which does tend to compound any errors made, which afterall are all human.

Good luck in your build!

Yes, ok - we were just unlucky and managed to get four bad employees in a row. Our case got passed around and lost in between. Four times we have been told that they will ring us back - and didn't. People judge a company by the people they have contact who represent the company. Our mortgage broker has advised us to use another lender based on the service we have had so far - he is mortified at their incompetent behaviour. The only way we have managed to get any movement or acknowledgement is by him ringing up his contacts there and being 'mr angry'.

Sorry I was not aware that suncorp is NOT a big bank. It appears to have branches everywhere on the sunshine coast so I assumed it was 'big'. You would hope with a small bank you would get an even better customer service.

Just trying to offer some friendly advice.

Errors I can deal with. Lack of communication or attempts to rectify errors I can't.

Off to get myself some perspective

bugger 'em if they dont see the importance simple communication to their clients.