Improving the home loan redraw experience



Customers have been telling us about some problems they’ve experienced with their home loan Redraw Facilities and Offset Accounts.

This could be that the redraw option is disappearing from view in their Internet Banking, or the amount showing in their account is less than what is actually available.

In some cases, these technological errors may impact the amount of interest charged.

While we will make things right for our customers, no one should have to spend time following up errors.

We’ve been able to make some small changes to provide a smoother process for the more than 500,000 Australians who access a Home Loan Redraw Facility in their Internet Banking each year.

It will also help the 100,000 plus customers a year who have an Offset Account linked to their home loan.



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