I am writing to formally express my dissatisfaction with the handling of my recent inquiry and the subsequent complaint that was lodged under Ref ID CS10788098. I want to make it clear that I did not initiate this complaint—Bank of Melbourne lodged it without my consent. The entire process has been frustrating, time-consuming, and poorly managed, leaving me with unanswered questions and a lack of confidence in your customer service and complaints handling process.
This issue began when I contacted the Investment Only team multiple times regarding my loan inquiry. An appointment was arranged, but I was called at a time that was not mutually agreed upon. I then received an email stating that I had "missed the appointment," which was incorrect. Due to this miscommunication, I raised a formal complaint via phone and the mobile app, as I found this to be unprofessional and unacceptable.
After several attempts to reach the right department, I finally managed to speak with the Investment Only team. I was then advised that my request had to be submitted via email, which led to an email exchange where I was sent a form to complete. Upon reviewing the form, I found that the questions were vague, and when I called for clarification, the staff member I spoke with seemed uncertain about how the form should be filled out. Nonetheless, I completed the form to the best of my ability and submitted it.
As the process progressed, I was told that my home loan had been classified as an investment loan and that I needed to switch it. This did not sound right to me, so I contacted the bank again and was eventually able to confirm that my home loan was, in fact, a Principal & Interest (P&I) home loan. The fact that an employee handling financial matters could make such a significant error is extremely concerning.
Following this, I was informed that I did not qualify to extend my interest-only term. When I asked for an explanation and requested calculations, (this was to verify whether I had filled out the form correctly), my request was dismissed, and I was repeatedly redirected to unrelated discussions. I asked the staff member to stop redirecting me and to provide a clear answer, but another employee simply responded that I had already been advised that I did not meet the criteria—without providing any information on what those criteria actually were. When I followed up for further clarification, I received no response.
To my surprise, I then received an automated email stating that a complaint had been lodged on my behalf, which I had not authorized. The complaint was processed without my input, and I was not contacted for further clarification before an outcome was determined. When I finally received a response, it was unsatisfactory and did not appear to address my concerns in a meaningful way.
The handling of this situation has been highly disappointing. First, the lack of basic knowledge regarding loan types among staff members is unacceptable. Second, the failure to provide clear and transparent service—including calculations that should have been readily available—has resulted in unnecessary confusion and frustration. Finally, the way my complaint was handled, without my consent or proper engagement, reflects poorly on your internal processes.
Given these issues, I request the following:
A clear and detailed explanation of why I do not qualify for an interest-only extension, including the calculations used in the decision.
A review of the misclassification of my loan and an explanation of how such an error occurred.
Clarification on what was documented in the complaint that was lodged without my consent.
Assurance that improvements will be made to your customer service and complaints handling procedures to prevent similar issues in the future.
I expect a formal response addressing these concerns. If this matter is not resolved satisfactorily, I may escalate my complaint to the Australian Financial Complaints Authority (AFCA). I would appreciate a prompt response and look forward to your clarification.
Sincerely
