G'Day
I first used Heritage for a customer who had an unpaid Telco bill and Heritage were able to accommodate her.
When we went back for a supplementary loan, the application seemed to drag on, but to be fair that was because of a combination of circumstances.
What startled me, though, was that Heritage later told her that if she didn't 'use' the money by a certain date that they would freeze it! She then drew the loan down and parked it in her offset account. Not desirable for an investment audit trail, but at least she didn't feel pressured into buying something just to drawdown the funds.
She did tell me that whenever she rang the Customer Service line they would tell her to 'pop into a Branch' to sort things out - in vain, she would remind them that she was in Victoria and at that time, there was only one Branch!
However, at time of writing Heritage Standard Variable Rate is about 0.8% - 1.00% higher than CBA but perhaps they just haven't implemented the most recent rate change as yet.
Apart from that the lending teams are friendly and professional to deal with
Hope this helps
Kristine